I was out of contract, and had a discount, my bill went up from $127.50 to $170.08. I raup on Dec 20th and was offered to keep the same price with the existing discounts if I took on a 2 year contract. I agreed even though new customers get a better deal with faster internet.
I never received an email confirmation, when my bill arrived, it was for $170.08, I called to dispute the charges on Saturday and was told that no notes were in my file about the discount. After 45 minutes the rep could only get me to $165. She put in the notes and asked a supervisor to call me, which they never have up to this point.
I just spent another 30 minutes on the phone tlking to a supervisor, who agreed not sending the email was Verizon's fault and offered to waive the early termination fee, get me back to month to month then we could rebundle.
When she tried, to do that they took away a DVR for LIFE offer that I had been given, $19.99 per month, so I could negotiate another bundle.
HOW can you give a discount for life then take it away????
I am really unhappy, I am now waiting for a manager to call me.
GIve me the discount that was verbally agreed to, that I had in November and I would accept the 2 year contract.
Obviously this is the shortened version but I have spent way too long on this, and I am very unhappy.
I would be grateful if you can give me information about how to escalate my case to someone who has the power to do something about it, namely give me what I was offered and was recieving in November.
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 look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.