In October 2013 a few days before my contract with Verizon expired, I called in to look for options to downgrade my services when the current contract expired. The Sales Rep, Anthony, offered me the FIOS + local tv bundle for $54.99 +tax for 2 years and we got into an agreement.
A few months later the rate increased to $64.99, which I was not aware of until May 2014 because I setup recurring payment with my bank and did not actually look at the monthly paper bills. I called Verizon and the CS Rep, Jamier, explained that the increase was due to some promotions in my PREVIOUS contract expiring, which to me had nothing to do with my agreement over the phone in Oct 2013. I explained to the Rep that I was not aware of what was going on behind their computer screen and only agreed to get into the contract based on what I had been told over the phone. I requested her to retrieve and review our phone conversation on Oct 2013 and was told she could not right then, but that it can be done with an escalation. A case was created and she informed me that Verizon would contact me about the resolution.
Without hearing from Verizon after a few weeks I called back to follow up. The CS Rep, Alfred, told me they could not retrieve call record because it was in a different call center. However, he looked at the case information and told me the Sales Rep (Anthony) did leave notes on the system regarding our Oct 2013 agreement which clearly said the rate $54.99 was for 2 years, and that I should have got the adjustment earlier and should not have to go through such hassles. Alfred credited me back the overcharges and late fees for the past few months, and assured me that he would adjust the bundle price the next Monday as the person who needed to approve the change already left for the day (Friday).
When the next bill statement came home, the credits for the overcharge did show up, however the bundle price still had not been adjusted. I called Verizon, talked to Adriana who refused to make the adjustment and retold the initial story about the “expired promotions from my PREVIOUS contract” despite my effort to explain the situation. I requested to talk to a manager, Yariel, who also repeated the same story and assure me that nothing else they could do.
I am posting here (and will on BBB if needed) to request Verizon to at least honor the bundle price as agreed upon during our October’s phone conversation. Charging customer a price higher than the agreed upon is your mistake (or a fraud, if intentionally). I acknowledge my delay in discovering and bringing it up, but that does not mean I need to be responsible for your mistake (or fraud).
Thanks.
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