I am a 75 year old man who has no use for crazy internet speed. i have two accounts with verizon both for over 14 years.
Loyal Verizon customer paid in full and on time each month with no issues. I did an online chat to try to save some money on my bill. The agent i spoke with, tried to get me into the gigabyte speed package (which i really dont need) but by doin so put my bill close to where i wanted to be. However there was a $149 upgrade fee that i would have to pay. I said on no no no thanks. i'll stick with what i have or i'll shop around for other providers. The agent then told me to wait he wanted to see if there was anything he could do and came back saying, we will get the fee waived off when the bill is generated. I repeated what he said and he again assured me that the fee would be waived off soon as the bill was generated as nothing could be done before a bill was generated. I said ok as long as i dont' have to pay that fee i'll go ahead and do it. that was April 7th 2025. I just recieved my bill and what do you know the fee was there. So i jumped online explained to a new agent that exact story and i was told 'well the agent didn't make notes so we can't do nothing". when i explained that thats the only reason why i agreed to the upgrade and that i could show them where he stated that. it was ignored completely. I have two accounts with verizon. and this is how they treat loyal customers paying their bills that only go up every year on time every month? i am besides myself. Ive contacted BBB and uploaded to them the portion of my conversation where he clearly makes that promise. what else can i do? what if the agent just forgot. or worse what if the agent purposely did that to swindle me into a package upgrade that im sure they get kick backs from. its terrible to treat someone like that. and someone who pays their bill every month and on time. this is ridiculous. Even when i expressed my disgust with the agent that i was lied to and said i would cancel my account, the agent didnt bat an eye and was happy to send me to an agent to help me cancel. this is crazy. what has verizon become after all these years.
Hi Apanza50, 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 next to your avatar at the top right corner of this page. Response times may vary. 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. Thank you.
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