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Triple Play Renewel is Fraught with Billing Problems (Not what the Sales Rep sold to me)

My previous FiOS bundle contract (Triple Play: Verizon Freedom Essentials, FiOS Extreme HD, FiOS Internet 25/15) expired, and on December 9, 2011, I called Verizon and initiated another contract (Triple Play: Digital Voice Unlimited, FiOS TV Extreme HD, FiOS Internet 25/25). I was offered a $10.00 monthly discount for 12 months, as well as my choice of one of two additional promotional offers, either:

1) $300 pre-paid Visa gift card, or

2) Free rental of one piece of equipment for 24 months.

After discussing the options with Ms. Erica Brown, the FiOS sales representative, I selected the free equipment rental, becasue this offered greater savings. Getting the multi-room DVR for free (a $19.99/month value) saved nearly $480 over 24 months, compared to the instant $300 gift card. The multi-room DVR was getting shipped to me to replace a regular DVR.

My initial billing statement tells a different story, revealing the following:

1) I received only a 12-month $4.00 monthly discount for the Multi-Room DVR, vice 24-months free rental.

2) The $10.00 monthly discount was not included in the bill.

3) The charges and refunds associated with terminating my previous service package and initiating the new Triple Play bundle were more than $30.00 higher than expected.

4) I was charged for multi-room HD DVR service from December 10, through December 18, despite not receiving a multi-room DVR unit.

Daily phone calls to Verizon customer support representatives between December 27-29 only resolved the $10.00 monthly discount (somewhat). I was told it would take affect in 1-2 months. Discussions with four service representatives and a supervisor did not result in explanations for the other three discrepancies. The supervisor made an arrangement with me to call me back on the following day with answers, after having an opportunity to review my account, but that call never came, nor was I ever able to contact her (Ms. Thompson) again.

In the end, I terminated Triple Play and established internet service only. That will at least simplify future bills, but it still does not resolve the issues on my December statement, and I am not looking forward to seeing what is in store for me on my final Triple Play bill.

Comments

KH-OrnEsh1

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

Trailhead

Really?!

It was arranged earlier today that a 'billing specialist' would call me this evening at 5:00 p.m. It's 5:15, and I'm still waiting. By the way, I preferred 6:00 p.m., but was told that 'they' close at 6:00. So, I adjusted my work schedule on-the-fly to accommodate Verizon. Hmmm.....was it worth it?

This is identical to what I experienced on December 29, when a 'supervisor' I spoke to the day before promised a call the next day after having the opportunity to review my account.

The pattern is established. Nonetheless, I anxiously await to be contacted by your agent.

freedoms1

TripleHead,

I'm experiencing a lot of the same problems you're having.

But you should be aware that the "Moderator" who posted above this message appears to be an auto-reply.

Copy and paste ornahp's message in Google, and you'll find thousands of times the exact language was used to assuage customers with serious concerns.

"I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue."

prisaz

They do take action. This is a public forum, and private account information must be relayed privately.

When a Moderator posts that script paragraph, the thread is escalated to Verizon Employees that do follow up.

Also this being a peer to peer community, where customers help other customers, you will also have Community Leaders such as myself that forward these types of concerns if we do not see responses in a timely manner. We all try to help each other.

Yes I have also posted a link to this thread to a private area, and I am sure it will be seen by Verizon.

The primary point of contact to Verizon is through the contact us link at the bottom of the page, but when items like posted here are not addressed to another customers satisfaction, everyone tries to help.

http://www22.verizon.com/content/contactus/

Trailhead

I posted this message on Jan 4. I received a private response on Jan 8, requesting me to provide a date, time and number to call, and I arranged Tue, Jan 10 in the evening. Thankfully, I received a call, yet strangely from someone different than who sent the email.

In conveying my problems to the representative, I was surprised to find out she did not have the bill (in question) available to review with me. She had the prior statement, and the following statement. After providing her sufficient detail, she said she would look into it, and we arranged that I would receive another called this evening, Thursday, Jan 12. We agreed upon 5:30 p.m. It's past 6:00 now without a call.

Hmmm.....

I hope to hear back from her, because even though she didn't have the statement available, she seemed to comprehend my questions and conveyed an interest in solving the issues.

Nonetheless, I'm glad I cancelled the Triple Play bundle and opted for internet-only while this gets sorted out. In the mean time, I've connected an antenna, and I receive 33 TV stations in HD. There's a strong chance I won't subscribe to FiOS TV ever again. It's amazing how much clearer over-the-air transmissions are than 'cable' signals.

dman1115

I had a similar sales rep. problem when I first signed up for FiOS. Seems the Verizon Sales Reps will say just about anything to close the deal, whether they're authorized to or not. I spent over a month after the installation trying to get the things promised, which I actually had in writing (never trust any words coming out of a sales reps mouth). I ended up only getting two of the three items promised, and that's only because I had a sympathetic Customer Service rep. (yeah, hard to believe, right).

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