I have been a loyal Verizon customer for 16 years. I decided to upgrade my phone, and was told by the in store sales rep about the amazing home internet. 30 day FREE trial, $45 IF I decided to keep it. I was told to take the box home, plug it in and try it out…. for FREE! At no time was it explained that an additional phone line/ plan was being added. Nor was I told about the fees. After seeing this on my bill, I went to speak to someone in person. I was directed to call customer service, because in store agents cannot help. Three weeks later, hours spent on the phone, and 5 customer service representatives and still not resolved. Each rep told me something different and that my bill would reflect credit. At this point they are going to get the money. I have never experienced such poor miscommunication and failure to resolve an issue. This is extremely disappointing.
We definitely value your 16-years of loyalty, Sed1703. I'm sorry to learn that this recent set of experiences has not reflected that at all, and I am happy to help offer some clarification. We do offer a 30-day Money Back Guarantee for the 5G Home Internet service, which would allow you to try it, and get your money back if you're not satisfied within that first 30-days.
Learn more under "How does the 30-day Money Back Guarantee Work?" here: https://www.verizon.com/support/5g-home-faqs/
Additionally, we don't sell equipment without service. Anytime you purchase anything, even if there is zero cost for the equipment (via promotion, or no cost equipment with 5G/LTE Home), there is a line of service requirement. This is how service is identified and provisioned for a device.
Please let me know if any additional questions remain after reviewing that FAQ and I will be happy to help answer them.
-Joseph
@vzw_customer_support wrote:We definitely value your 16-years of loyalty, Sed1703. I'm sorry to learn that this recent set of experiences has not reflected that at all, and I am happy to help offer some clarification. We do offer a 30-day Money Back Guarantee for the 5G Home Internet service, which would allow you to try it, and get your money back if you're not satisfied within that first 30-days.
Learn more under "How does the 30-day Money Back Guarantee Work?" here: https://www.verizon.com/support/5g-home-faqs/
Additionally, we don't sell equipment without service. Anytime you purchase anything, even if there is zero cost for the equipment (via promotion, or no cost equipment with 5G/LTE Home), there is a line of service requirement. This is how service is identified and provisioned for a device.
Please let me know if any additional questions remain after reviewing that FAQ and I will be happy to help answer them.
-Joseph
Maybe this would be a great training opportunity for better communication. As I stated, there was never a mention of any charge or additional lines. Additionally, the several phone reps I did speak with assured me I was in the 30 day FREE trial period, and a refund was to be expected. I should never have been charged full price for a service/device I tried for a few days. If that were the case a simple explanation upon my first encounter/phone call would have been accepted as my misunderstanding.
I certainly appreciate your feedback, I would agree that feedback should be lifted up. Part of our Credo is Integrity. If you only have the service for a few days, then you should receive a credit for the service during that time period as part of the money back guarantee. I would be happy to take a look into this if that did not happen. Please be on the lookout for a private message from me so we can take a look at your account.
-Joseph
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