Mobile and home discount not applied
KBub717
Enthusiast - Level 1

I have not been provided the services that I asked for for the price that I asked for. I've called and chatted with CS and have only become more frustrated.

What I want:
300 to 500MB Fios for $25-$35/mo  

What the agent on the phone pushed me to get instead:
1Gig Fios + XBOX S for the same price for a certain duration

What I have:
1Gig Fios for $80/mo and no XBOX S
(console is claimable in July as a customer incentive)

The agent said he would handle everything. He warned that the bill would reflect $80 at first, but he would make the adjustment soon after. I told him explicitly I would not pay $80/mo and if it was more expensive than what I asked for then I don't want it (check the recording!). I moved in to my new residence and waited for the first of the month to see if the bill would be adjusted. No adjustment and no XBOX S. Most frustrating was when I called back. I was told to look somewhere in my bill for a link labelled 'more discounts' and apply the adjustment myself. CS could not do this for me; in fact "no one at the company can apply this for you, Mr **** not even a manager. The only way to do it is through the MyVerizon app." CS tried to remote into my phone but was blocked by the family filter and proxy that's installed. I am working to disarm  these to reattempt another call with CS.

Just to recap: I was misled, overcharged, and overpromised. The design of this "sale" is to grab as many new customers as possible with plenty of breakage to profit from.

I have been a mobile customer for over ten years and very satisfied with the service, coverage, and technical assistance. However, my experience with home internet seems like I'm dealing with a completely different company.  

1 Reply
kh-gary
Moderator Emeritus

Hi KBub717,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger inbox for a message from a Verizon support agent. You can find your inbox by clicking on the envelope icon that appears at the top right corner of this page. Response times may vary and may be delayed at this time. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

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