Recorded phone calls to Fios

[pianoblackSP]

*To anyone who is not a verizon employee and simply wants to see the main question I am trying to have answered, please just skip to the bottom paragraph. Ill list there.

I am getting extremely frustrated with Verizon Fios as of late. I have only been a Fios user for a handful of years but I have been with Verizon through phone service all of my life, dating all the way back to Bell Atlantic days, heck all of my family has. So I thought when I finally began living in a place that allows Fios to be an option that I would be set, I thought it was the cream of the crop.

And for a good while, it was. I had no problems with Fios I loved everything about it. The intial person who got me on to my first contract was able to give me exactly what I asked for.  Such a shame that the next guy who got me on the second one has completely changed my opinion of the whole company.

I recently moved and needed to have my service transfered to a new address. So I called up Fios thinking this was gonna be a snap. Instead I got a representive immediatly trying to cram a promotion down my throat. It was the night before christmas eve, the offer sounded good enough, and I was meaning to change my package to have HBO be permanent anyways as my 1 year move channel trial package was ending soon. So I listened. The guy said everything stays the same and he will add HBO, he gives me the estimated price tells me if I dont need the 150/150 internet upgrade I can self install my internet and be online the same night(which was critical for me). I thought I had once again gotten an easy solution from Verizon.

Turns out the internet, WASN'T available to me that night. I called up again and spoke to another repersentitive about this problem. He was helpful, but basically what he told me translated to me as "you turned down a 200 dollar gift card and having 150/150 internet for nothing. Because youre not getting internet until Jan. 3rd." Needless to say I was furious. But luckily this guy was mistaken or something of the sort, it turns out my internet was available to me the next day. I dont know why, I dont know how. It was just there, so I let it go.  I figured the situation had worked itself out and everything was back on track. Then I recieved my cable box.

I'm not a big tv watcher but I am a big baseball and hockey fan. That's why I intially signed up for a package that was strictly sports channel based and a movie channel package was thrown in as well. So when I come to find that despite being told my plan would remain the same (minus the movie channels besides hbo) that I dont have ANY of the sports channels I used to watch a majority of my time spent watching tv, you better believe I was not in joyful mood.

I tried calling Verizon immediatly after discovering this, whilst looking up what channels I have access too through "my verizon." Low and behold there is a check mark next to all the sports channels I was calling about in the first place. But after being on hold for about a little over an hour I needed to go to bed as it was getting late. As I thought this was to be the case for each time I tried to get a hold of someone that could help me, I resolved that waiting until the weekend was my most viable option.

And that leads us to where we are now. I'm sorry about getting on my soapbox and writing the novel sized post, and I'm sorry if I am coming off as being excessivley belligerent. But I figured this would help get Verizon's attention so they could get in touch with ME as opposed to waiting until who know's when to explain my whole spiel to someone that hopefully can rectify it.

So the question is, how long does verizon keep a recording of a call that has a "verbal contract?" Because the recent discussion I had about a new plan/contract contains a few subject matters that completely contradict what services I have received and I feel it is my only defense I have to either correct the problem or even break the contract altogether.

And by "break the contract I mean without fee, of course. Because the contract shouldnt even be VALID if I was lied to as I am not getting what was agreed upon.

[LawrenceC]

Hi pianoblackSP,

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.