How to Escalate a Billing Issue

On 1/26/14, I renewed my 2-year FIOS agreement on the website. At that time, the website clearly indicated that the base renewal price would be the same as the prices for the previous 2-year agreement. I was able to get a screen shot with the price and the order number. Note that the order WAS received and acted on. But I did not get a confirmation email. Customer Support confirmed that for some reason an email was never sent out. Now I am told that the price WILL increase by $33 per month. I am also told that what I saw (and registered with) on 1/26/14 must have been a glitch in the system. But the price is not what I agreed to. The Elite Team rep told me that I have no recourse but to pay the higher price. I would like to escalate but do not know how. Help!

Re: How to Escalate a Billing Issue

Hi MS9999,

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 look at the top of the middle column 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.

Re: How to Escalate a Billing Issue
Customer Service Rep

We still have not heard from you,  We are going to go ahead and close out this support case. If you have any additional questions or concerns, please feel free to make a new post so that we can assist  you.