I called customer service on 5/20 to renew my agreement. I spoke to Cecile who quoted me a total of $55 in monthly service discounts for the entire 2 year agreement, $35 off my bundle pricing and an additonal $20 which was approved by her supervisor.
When my first bill arrived there were only $35 in discounts and when I called to get my bill adjusted I was told by a manager that there was no reference to an additonal $20 in discounts in the call notes and no further discounts were available. I requested that the confirmation recording be played back so they could hear Cecile confirm the additional $20 supervisor authorized discount and was told the recording does not record voices or conversations, only touch tones to confirm agreement.
I was rudely told by the manager that the email summary of my order only included $35 in discounts and that was all that would be provided even after I explained once again that I was aware the extra $20 was not included in the email because I was told it needed to be added by a supervisor outside the capability of the confirmation system.
It is frustrating that customer service reps are allowed to blatantly lie to customers to obtain contract renewals and verizon will not honor what their own employees are offering. I am now exploring service options from other providers because it is clear Verizon is willing to lose a 7 year customer of their most expensive residential package over $20 per month.
IF YOU EVER DEAL WITH VERIZON CUSTOMER SERVICE DO NOT TAKE THEIR SPOKEN WORD FOR ANYTHING, HAVE THEM SEND EVERYTHING TO YOU IN EMAIL.
