I have been a proponent and a loyal customer of Verizon FIOS for over 7 years. Our contract was set to expire earlier this year and I choose not to switch services after several phone calls to Verizon FIOS. Knowing that I am a renter and that I could be moving before the agreement expiration, I proactively asked contacted Verizon FIOS customer service to inquire about the Early Termination Fee if I was to sign renew the contract. I knew the area to which I was potentially moving to would lack Verizon FIOS coverage. All agents I spoke with said the fee would be waived by the "escalation" department. Now that it has come time to terminate the services prior to the expiration date I have been made aware by the "escalation" department supervisor that the Early Termination Fee of $160 will note be waived. This is of course after 4 representatives and 1 (one) hour of being on the phone with 4 (four) customer service/supervisor representatives. I was informed that I could sent snail mail to the Executive Complaints Group, {edited for privacy} to request the fee to be waived. There was no apology for the misinformation or lost of my time and money. Even when I contacted the cancellation department I was given hope that the "escalation" department could make the decision to waive the fee. Whether I was misinformed, misled, or the sales agents intentionally misrepresented the terms to secure the contract, I expect a company to have better standards and practices. After my conversation, a simple search revealed numerous examples of Verizon customers in the exact situation as me. Clearly the practice of misinforming customers is present, abundant, and even possibly accepted. I doubt that by the time I move that my ETF will be waived, and I will be extorted into paying it in full amount. I hope this provides awareness to potential customers that Verizon Fios will mislead you to obtain your money and does not care about customer service. You are just a contract not a person to them. I plan on spreading the word that the representatives at Verizon FIOS will do their best to get to your wallet and after that there is not caring for the customer. I will not return to Verizon Fios for services after being treated like this and I will work to spread the word that customer's should find other service providers. Happy shopping! Extremely Unhappy Customer
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