Constantly Increasing Rate when promised otherwise
Enthusiast - Level 2

I have had verizon service for over 10 years. In the last year, the rate has gone up twice. We were promised in a letter from the CEO 2 years back, that we would beable to keep our current rate for the life of the service if we switched from DSL to FiOS. Our rate is now almost DOUBLE what it was a year ago!

I am a senior citizen on a fixed income, I have been on the phone with the CSR numerous times for them to say that they cant do anything. I have been transfered to multiple departments, spoken to 3 different supervisors and keep getting stonewalled. Unhelpful, each one has a different story and will not honor the original promise. 

Why is this so hard to do? Who can I reach out to to get this resolved, I have spent 10's of hours onthe phone with no resolution.

Re: Constantly Increasing Rate when promised otherwise
Moderator Emeritus

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 here on 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.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.