Plan changed without my authorization
cfvasquez1
Newbie

I called in to find out if I could watch my TV channels from my laptop. They told me I had to upgrade to a multiroom system and I said that would not be something I would be intersted. My plan is $59.99 50/50 Fios and Local TV channels. I was getting HBO free for the first 3 months. She later mentioned to me there was a free box I could get to watch my tv channels since I had told her I didn't want to be paying for the router and cable box which added $22 to my bill. I agreed to sending me the box since it was going to save me money. I week later a recived two boxes, one multi media box and one adaptor box. They I got a letter in the mail that said my plan was about to change on the 3rd of october, I was confused.

I contacted a rep and she told me the previous agent had made changes to my account because I wanted to wach my live tv channels on my laptop and that she sent me the media box. First, the media box doesn't offer a way to watch the live channels, second, I didn't request the media box. This box is costing me $16/mo that I didn't agree too. I asked her to cancel the media box service. At this point I had already returned the router and cable box, now I'm in the process of returning the media box and to top it off, they are asking $25 to send me a cablecard???? 

This managed to cancel my original plan which I mentioned in the begining and on top of it now I have a 2 year agreement with verizon???? Why are agents changing plans on customers? Is this verizons business plan, call customer service to get a service agreement? Or is it possible that the customer service agents have poor training and need to hit quotas to keep their jobs and the cost of customer disatisfaction?

How do I get my original plan reinstated? Who do I have to email to have this looked at by a professional?  Please someone help me!

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Re: Plan changed without my authorization
kh-gary
Moderator Emeritus

Hi cfvasquez,

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 scroll down the page to an area titled "My Support Cases." You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. 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, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe." Please keep all correspondence regarding your issue in the private support portal.

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