Hi,
For years, i've been paying 17.99/month with a lifetime price guarantee for my 1mbps DSL service and 'per-minute' basic phone service. The speed for the price was adequate, and I would never upgrade to FIOS without a lifetime price guarantee.
A few days ago, I called Verizon repair (as there was no dial-tone) to report the issue. Two agents from repair mentioned that there was a FIOS bundle with unlimited phone and internet available for copper/DSL customers in my area for 54.99 (after discounts) with a lifetime price guarantee. I declined both times, but later called back to inquire about the plan as 1mbps was a bit slow and I was having chronic problems with my service.
The agent I spoke to confirmed that there was a month-to-month FiOS internet+phone plan for 54.99 with a lifetime price guarantee specificially for customers switching over from DSL/copper service. Having had a bad experience with Verizon with a similar issue, I specifically asked if both the base price of 89.99 and the discount of 35.00 had a lifetime price guarantee, with the agent confirming multiple times that this was the case and that the price would NEVER go above 54.99 for the life of the plan.
Being skeptical of the offer, I asked the agent to send the complete terms and conditions/details of the plan in writing to my email after the call (providing my email to the agent). At the end of the call, and the next two days leading up to the FiOS installation, I didn't receive any email (yes, I checked spam).
Today, still not having received the promised email, I called Verizon asking for it and confirming that I had a price guarantee. After an endless runaround and three agents not being able to tell me where I could find this information, I called billing to ask what plan I had (first agent hung up in billing). He said that I did not have a lifetime price guarantee on the base price of 89.99, but only on the 35.00 dollar discount. Apparently, there was 'no supervisor available' to speak to.
I asked that the lifetime discount be applied or my plan be switched back to my old copper DSL plan. I was refused both saying that a price guarantee would be impossible to add, and that my old DSL plan for 17.99 lifetime guarantee was no longer available and could not be 're-added'.
What do I do?
