I just finished a 35 minute phone call to Verizon Customer Service, it was exhausting. Two months ago we moved to a retirement community and I called Verizon and they recommended the 2 Month Test Drive Program for my wife and I. They said that this program would analyze my watching behavior and recommend the best plan for us. Sounded great! After a few weeks I received an email on Aug 29th which read "Drum Roll" View your recomendation. I clicked on the link and NOTHING happened, I called and was told it was too early to have a recommendation (not enough data). So I waited and never heard back from them again. My bill is now higher than when I was with Comcast and I was unhappy with the service from Verizon so I decided today to cancel the Test Drive. I told the CSR that I never received the best plan recomendation under the test drive program and I would like to cancel the test drive. The CSR was professional (trying to review other plans) but I told her that I have already decided to cancel. She then tells me that I am going to be charged a termination fee of $350, I asked her to waive it and she said they CAN'T DO IT. So at that point I asked for a supervisor and was put on hold for 14 minutes and she came back on the line and said "supervisors do not come on the phone for the termination fee". I was disturbed when I heard this and she explained to me (again very professionally) that I would receive a call within 48 hours. My biggest complaint is they recommended the "test drive" which states that they would provide me a recommendation, it never happened and they told me that I was suppose to contact them. ALL their ads/pop/ all state that they will make the recomendation not that I must call for one. Now that their promise was not delivered to me they want to charge me $350 to end the Test Drive which was a 60 day program. I believe they should waive the fee. Any suggestions? BBB?
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