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FYI - Shocking experience with misleading details for bundle order be aware

I am surprised and still in shock for reps providing misleading details. Here is what I experience I called to check if my bill can be reduced since I have been with Verizon for very long time.

Nice young lady provided the bundle Package for 104.99 ( 109.99 minus 5.99 discount for 2 years with 2 year contract ) plus Free DVR for life and indicated will add a note to account to request waiver of Second STB fee to bring bundle price to 123.00 with tax and if second STB is approved then total cost with tax will be 113.00. So I placed an order and all was done. There was no discussion of $300.00 prepaid visa card. All this was recorded and was verified multiple time plus third party confirmation for 2 year plan was done on phone before order was confirmed.

Here is the pkg details ( 285+ channels with FiOS TV Extreme HD, including 70+ in HD, FiOS Internet 25/25 Mbps and digital voice phone pkg with 20 features etc)

Now nightmare starts - I see online $ 300.00 prepaid visa card offer for same bundle on my account (Upgrade service option page) so I called to check whether my order includes $300.00 prepaid or not because FREE DVR was not mentioned online - Just a question and reps after that denied any such offer and I had to cancel the order with misbelief that this sort of thing is possible to avoid billing battles later.

Now on one was able to confirm to me or reviewed what happened. Its just unbelievable and shocking - I would expect member of management to review the recorded conversation and make it up to the customer based on the order just placed this week.

Comments

VDADV

Correction- the bundle package offer wasFiOS TV Prime HD 190 and not 285 channels.

We were first to get FIOS in our area and with no service issues for several years. Love the service\product but billing issues and mess with customer service is shocking.

VDADV

Update -

Got lame email from support but no review of recording,.. Requesting senior management to review the recording and advice consumers as to how order was placed with free dvr for life and request for free STB. Rep can't be that crazy to repeatedly assured me and provided confirmation. Something is not right.

VDADV

Got two emails with again lame response, still no management review nor any responsible feedback from verizon management. This proves to not trust what is being told over the phone with customer service reps even those elite member team. Verizon must respect existing customers.

Viper434

It took me 9 phone calls to customer service before they would email me a conformation of my discounts and monthly service charge. All I can say is if there is any nonsense with my first bill I will cancel and go back to Bright House. I'm not under contract.

VDADV

Still waiting on managment feedback. Shocking is becoming understatement.

beetlejuice2

I could be mistaken but I believe the visa card offers are an online only offer and isnt available everywhere. I never deal with customer service over the phone when it comes to service. I always upgrade and get new services online. By doing it online you have proof that can easily be printed out.

Cgmiller63

My advice is to cancel Verizon Fios and switch to a Direct TV. I hate Verizon Fios with a passion after being repeatedly liked to by not one, but several customer service reps.

DoubleA2

I've been trying to get a cheaper bundle than what I have now.

I've tried on the internet. After I pick my bundle, sign in I get a

message stating that they are temporarily having a problem.

Of course when you call in the price is different from the internet price.

This has been going on for over (3) weeks!

fakelco

Verizon Lies and all they know to say is "I'm sorry or I do appologize for that". I upgraded my DVR beginning of December, I have been told numerous times that I am eligible for the free for life DVR. What did they do, they gave me a $5 credit for one year; a $10 credit for one year and a $15 credit for two years. So, after a year I am paying again for my DVR and for the free ones they are giving out. I was also told tody that it is not available in my area. I was on ohold off and on for two hours after requesting to speak to a supevisor who gave me the runaround. All I got was frustration from the start. My installation date - no one showed up; when I ordered the upgraded DVR, Loren, the CR rep, set the activation date for Dec. 15 when the DVR arrived on the 2nd and I tried to install it on the 3rd only to be told it was faulty and I had to wait from 8 am to 8 pm on a Sunday for a tech to come. I called several times during the day to try and get them to just send me a new DVR but they refused. When the tech arrived on 12/4, he had problems with a new one so he called in. they finally figured out she set the activation date for 15 days in advance. I spoke to three CS reps, two supervisors and a TV expert and no one could figure this out! Verizon only cares about new customers forgetting that new customers become old ones. I have had NJ Bell to Verizon for over 25 years and this is how I am treated. Trying to get a supervisor is impossible and I also asked to escalate higher but allegedly no one was available. More like they did not want to be bothered. Liars, the whole lot of them.

VDADV

There must be some corporate official who can stop this. I am still waiting for feedback for almost a month. Sad!!!

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