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Bait and Switch - FiOS TV Extreme HD - Another case

Bait and Switch seems to be a common Verizon practice based on this Forum and other Internet sites.

I renewed my contract with Verizon in May. At this time I selected the "FiOS TV Extreme HD" because when I looked at this plan HBO and Showtime were "Included in TV bundle". I have my Internet and Phone service bundled with Verizon. If these channels were not provided and the bundle was not at the rate quoted - quite frankly I was moving on to another service. But since the plan seemed like a good deal based on what I saw online I decided against better judgement to stay with Verzion.

Whe I looked at the Verizon web site i saw that make sure it customers understood what "included" meant if you mouse over the "Included in TV Bundle" words on the listing you are told "Channel included in plan when you bundle TV with an internet and/or phone service". Again - this is what i was doing....

So...I have been enjoying HBO/Showtime was part of my package since May. In mid October HBO and Showtime were no longer available on my TV. I have called to explain that I

should have them because I was bundled. But apparently Verizon does not really honor this offer. Even though it was what I selected when I purchased the plan. Apparently "Included" does not mean "included" you have to pay more???? Only Verizon.

Stranger yet..when I go to Verizon's site and look at my services to compare to other options I see.

I assume when it says on Verizon's site that this is "Your Plan" that it means my plan...since I am signed in to my account. And again I assume when it says "included in TV bundle" that since I am bundled it would be included.

Since I complained I was told that I didn't select the "right" Extreme HD TV. Apparently to get "included" things you have to pay more - I really don't understand this logic....

Here are the options I see today when I go to the Verizon site to "upgrade" my sevice. I see only one "Extreme HD TV" plan...how is one to select the one that includes Showtime and HBO? I was offered to have HBO/Showtime added to my account (for several dollars more) but how is that "included" does "included" mean that for more money I can get them? That sounds like a great plan....again only Verizon would have this logic.

Now I have called several times and gone thru this run around too many times. This is the only company I've ever dealt with that "included" meant...well...for more money not really part of anything but we like to show it on the website so people think its part of the plan....

I try to stay calm when talking about this but unfortunately I tend to get loud when I feel I am being ripped off.

The other issue I have is that since I received HBO/Showtime for months after my new contract started that I can now not get out of this 2 year deal which is no longer the plan I selected. I am so frustrated with Verizon. I have been dealing with this company for many years. I send them a lot of money each month. When things are working Verizon is fine but dealing with the company when you have issues is problems is the most frustrating thing I have ever gone through...

Comments

[Deleted User]

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

Verizon_Support

Glad we were able take care of your HBO/Showtime issue. Please make a new post anytime you need our help.

- Jose_VZ

djm21121

I too am glad that this issue was resolved satisfactory - I hope....

But I am still frustrated when I think about this issue. I don't understand why I had to go thru several calls with various support reps and "supervisors" who were unable to understand why I was frustrated much less able to help me.

I was basically told that I was wrong. That although it said "included" it was not included.....that in order to have it "included" I should have selected another plan (and pay more of course).

This whole issue made me think that Verizon's plan was to make it so infuriating to deal with them that the customer would give up and just go away......and continue to pay of course.

sangs1

Unfortunately, for whatever reason, the telephone assistance is hit or miss. When you really need something worked out - as I discovered quite recently - hit up the VZ Support Staff here or at the DSLReports Verizon Direct forum. Once they get involved, things get cleared up relatively quickly and satisfactorily (most times).

djm21121

I have to admit I am not surprised.....

My Bill went up $20 to pay for the "included" channels on my bundle - how is that included????

Previously my bill included:

FiOS TV Extreme HD (includes $12.99 for Basic service) 54.99
FiOS Internet 50/25 35.00

Now it is:

FiOS TV Extreme HD (includes $12.99 for Basic service 59.99
FiOS Internet 50/25 50.00
Showtime .00
HBO .00

So while Showtime and HBO are now available and part of my included package.....I'm paying more for the privilege?

This is not how I was told this would go : )

I purchased this plan BECAUSE of the inclusion and my expectation was that the price quoted was what I would paying - not that included meant "at a higher price".

My fault - I trusted what I was shown.

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