On 5/11/2023 we called Verizon to ask about a reduction in our Fios services /programming to lower the monthly bill to under $200.00 The sales rep informed us that the current bundle we had could actually be replaced by the new 300 Mbps 3.0 which would be a good match and provided additional benefits. The overall cost including taxes was estimated by Verizon via email to us as $187.47 which was in the ballpark we wanted. Then on 5/26 the tech came to the house and upgraded the system as agreed. On that day we also added an additional HD Tv set to the system. Later that day we got a second email with a new estimate for our monthly bill would be $230.97 !
We called Verizon support, and they could not reason out the change and suggested we waited to get the actual monthly bill.
The bill came (bill date 6/3).... it showed a "ONE-TIME" charge of $64.23 which was NEVER mentioned by the original rep or on either of the two estimates.
Worse, the bill also shows a new line item: "Whole-Home WI-FI a regular charge for $28.00 !! as part of the monthly equipment charges. Again, NEVER mentioned or described in the original estimate of 5/11/2023.
So, the original estimate we accepted - it met our request. However actual cost contains undisclosed pricing and is therefore not acceptable and it makes feel like bait and switch tactic. We would have never gone along with the changes in service as the cost would have been as bad or worse than the original monthly cost.
How can this be resolved? Thank you.
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