UPON SIGNING UP FOR SERVICE IN JANUARY, I WAS TOLD I WOULD RECEIVE 1 FREE YEAR OF HD DVR SERVICE. I ALWAYS PAY MY BILL ONLINE SO NEVER CHECKED TO SEE WHAT ALL CHARGES ARE FOR. LAST MONTH I HAPPENED TO CLICK ON THE "VIEW BILL" LINK TO SEE ALL OF MY CHARGES AND REALIZED THAT I HAD BEEN CHARGED FOR THE HD/DVR SERVICE. I THEN LOOKED BACK AT PREVIOUS BILLS AND FOUND THAT I HAD ALWAYS BEEN PAYING IT WITH NO CREDIT BACK FROM VERIZON. I TRIED TO CALL CUSTOMER SERVICE ON SEVERAL OCCASIONS BUT ALWAYS GET THE RUN AROUND, CAN'T GET THROUGH OR GET CUT OFF BEFORE GETTING ANYTHING RESOLVED.
TODAY AFTER NO LESS THAN FIVE CALLS (FOUR WERE DISCONNECTED) I WAS INFORMED TOLD "YOU'VE BEEN PAYING THIS FEE SINCE JANUARY AND YOU'RE JUST NOW CALLING." I FEEL IT'S NONE OF THEIR CONCERN WHEN I CAUGHT THEIR MISTAKE, THEY NEED TO HONOR THE ORIGINAL CONTRACT. ONE REP INFORMED ME SHE COULD SEE WHERE I WAS TO RECEIVE THE DISCOUNT, THE OTHER REP COULDN'T SEE IT AND NEEDED TO ORDER AN INVESTIGATION. THE SUPERVISOR TOLD ME THE REP WOULD BE ASKING FOR AN EMAIL ADDRESS, PHYSICAL ADDRESS AND "CAN BE REACHED AT" NUMBER. THE REP ASKED FOR THE EMAIL AND WAS DONE. I ASKED HER "AREN'T YOU GOING TO TAKE THE ADDRESS AND "CAN BE REACHED NUMBER"? SHE VERY SARCASTICALLY INFORMED ME SHE HAD THIS INFO ALREADY. WE ASKED HER TO READ US THE NUMBER SHE HAD ON FILE; OF COURSE IT WAS ONE WE HAD NEVER HEARD.
ALTHOUGH ALWAYS PLEASED WITH THE PACKAGE, I COULD NOT BE LESS SATISIFIED WITH CUSTOMER SERVICE.
