Account changed on false premises, VZ claims impossible to fix?!
Dave613421
Newbie

I signed up for Fios with a $39.99 new customer 100/100 internet only deal. After installing my tech offered me a 150/150 plan for only $10 more per month. He showed me know documentation or final bill, but insisted that was the only up charge. I verbally agreed. An hour later I recieved an updated bill of $89.99, $50/month more!

I've spent over 2 hours on hold and phone support and online chat and everyone at VZ including supervisors insist this is impossible to fix. I've been told I'd be called back by two different supervisors over the last 3 days, it's been 3 and 2 days respectively and I've recieved no call.

Does anyone have any suggestions what I should do next short of just cancel and go back to Comcast? Their customer service at least seems to be able to revert mistaken changes without any drama.

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Re: Account changed on false premises, VZ claims impossible to fix?!
jonjones1
Legend

With Fios you get a 30 day total satisfaction guarantee. If less than thirty days call 1-800-VERIZON and select cancel services. At this juncture a representative from rentations will ask why you want to cancel. Explain why this is necessary because of incorrect pricing. At this point they will either try and retain you, or you can return back to cable. Get any plan changes in writing, believe nothing verbal. 

Remember verizon like other companies like to upsell at all times to make greater profits so use a little savvy when dealing with service and sales representatives.

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Re: Account changed on false premises, VZ claims impossible to fix?!
LawrenceC
Moderator Emeritus

Hi Dave613421,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. 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. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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