I have been a loyal Verizon Fios customer for about 8 years. I have been really happy with my cable and Internet services and would of never thought of switching companies till now.
Last year my rates increased because I didn't respond to a notice on time to renew my services. Due to how busy life is I didn't get a chance to go through my mail on time. When I finally called I was really upset that the customer representative wasn't able help me keep the same rate. Since I never had any problems with my cable or internet service I decided not to switch companies.
My husband lost his job and now we have to try to save money where we can. I received a brochure on my bill that stated call us and let us see how we can save you money so I did. So on June 23rd I called customer service line to see what offers or changes can be made to save money. The customer service rep did offer me a $10 discount but that just wasn't enough. I asked about downgrading my top box and change channel line up. The rep failed to inform me if I change the plan I wouldn't be able to change it back at the same price I had. It was also somewhat difficult to understand him due to the accent. I kept asking what was the price difference if I downsize my channel line up. He wasn't able to tell me. So I decided to downsize it then check on line the lineup and the cost. Once I realized that I wasn't satisfied with the change I called back the same afternoon and asked for my line up to be changed back. To my surprise I was informed that the cost for the bundle that I originally had had gone up and it will cost me $25 more a month now. I asked if there was anything she could do since I had just called but she said no. Once you make changes to the bundle there could be price increases. I asked to speak to the manager she said are you sure my manager can't do anything for you. I said yes I was placed on hold then the rep came back to the line and said there's 1 customer ahead do you want to hold I replied yes. I was placed on hold again then after several minutes the rep came back to the line and said I spoke to my manager and he had authorized me to give you a $20 discount when I asked does that bring it down to the original amount she replied I'm giving you a $20 discount and this is your total amount. Which is now 13 dollars more than what I paid originally. After this whole mess I didn't save any money and it ended up costing more a month now.
In conclusion due to the disappointing customer service and the price increases I have decided to switch cable company. It isn't fair that new customers get promotions and deals. Why can't loyal customer get rewarded too. I have been a loyal customer for years and I just don't feel appreciated at all.
Xochil
{edited for privacy}
