Customers beware: seemingly no "grace period" when changing channel lineups

[jcubeta]

I post this here as a "fair warning" to anyone considering making changes to your FIOS subscription, especially if you are currently on a month-to-month arrangement: you better be darn sure you will be happy with what you switch to because, otherwise, you'll have you pay a penalty to get back to where you started. 😞

I am a long-time Verizon FIOS "Triple Play" subscriber - we subscribed to FIOS through a door-to-door Verizon rep while the physical fiber was being installed in our northern Virginia neighborhood years ago - and I'm ready to leave. I'm finding out the hard way that Verizon seems to lack a customer satisfaction grace period for switching packages. 

Over the years, the cost of my "Triple Play" skyrocketed to nearly $250/month. I do not subscribe to any additional premium channels (e.g. HBO, sports packages, et al). I have 75/75 internet, 2 TVs, and one DVR. I was month-to-month - i.e. not under an agreement. On 12/12/18, I called Verizon to find out how they could help this long-time customer lower my bill.

The rep I spoke with asked a few questions and, after learning that I have small children, recommended a channel package called "Custom Kids & Pop" at an attractive price. I said that I'd give it a try. However, after a few days, I frustratingly realized that, apart from local channels and kid-centric programming, I lost just about every channel I had enjoyed. 

On 12/21 - just 9 days later - I called back, said that I wasn't happy with the channel lineup that was recommended, and asked that I have my old lineup back. I was told that, in order to do that, I'd have to pay a $350 "early termination" fee, even though I was asking to be returned to a more expensive plan. The rep also asked me if the first rep (on the 12/12 call) had explained how many channels I would lose (she did NOT). The 12/21 rep told me that the "Custom TV & Pop" lineup was one of their most basic packages. Had I know this, I would have considered other options. 

So now, all I want to do is get back to the month-to-month (and more expensive!) arrangement I had so that I can re-evaluate my choices without having to pay a fee to do so. The 12/21 rep told me that, in order to allow that, they'd have to start an investigation, and they'd call me back on 12/24 with an update.

You'll never believe this, but Verizon never called me back on 12/24! Shocker.

Yesterday, 1/2/19, I called Verizon again to try to find out what is going on. The rep I spoke with THIS time told me that it will take up to 30 days (!) to resolve this. I asked to speak to her supervisor. After waiting on hold for about 10 minutes, I was told the supervisor was unavailable and would not be able to help me anyway. I hung up in absolute frustration...

I cannot believe (well, I guess I can if I assume Verizon is taking advantage of people) that Verizon seemingly does not offer a grace period on their programming. I called back in less than 10 days. Essentially, I am being told that I have to pay $350 to "return" a product they sold me. 

I do not want to switch to a competitor because I am happy with the technical reliability of the FIOS service. I also believe in loyalty. But I have already been in touch with Cox and have a quote for a similar package deal (which includes a $400 gift card as an additional incentive).

I seemingly have no recourse with Verizon, so I am also in the process of researching the consumer protection resources are available to me through Fairfax County and the State of Virginia. 

[LawrenceC]

Hi jcubeta,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.