I have been a Verizon customer for nearly a year now. I've had great experiences with technical support in the past when I've had outage issues. However, this trend changed today. Two months ago I had internet outage for a week due to a broken line that had to be fixed. To compensate me for this time, an agent (very nice experience) gave me a two month higher speed update at the price of my original plan. It was all fine until my next bill came in and they kept me on the same plan at the upped price.
I know this how these companies make money, by getting someone to subscribe to a new plan at a deal price and hoping they forget to undo this change. If that was my scenario, I would have accepted that I made a mistake and begrudgingly paid the bill. However, I feel like in my case, this should not have happened as it was a compensation package given to me for a problem that THEY had with their services. I didn't even go into my account to choose/verify this package, it was just something the agent gave and I got an email for.
After a nearly TWO HOUR experience that included their automatic system hanging up on me, endless hold music, and a condescending agent, I finally got someone to give me a whole $15 discount. This was after he tried to sell me about five different items before resolving my issue. I'm grateful to be paying less, but I feel I should have been given a one time waive for this ridiculous issue. I'm on the lowest plan for a reason. It's what I can afford, and, honestly, I noticed NO difference on the upgraded plan. Anyways, I doubt nothing more will come of this, but I will be looking elsewhere for internet services moving forward.
