Verizon not honoring agreed price and promotion after transferring

[harisbabic]

Has anyone else here had Verizon promise one thing and then do something completely different?

Seriously, I’m at a loss. I signed up back in April because a rep gave me this whole pitch—great monthly price, all fees included, free phones, free TV promo, the works. Everything sounded good and, yes, I got it all in writing. They made it sound like I’d never have to worry about hidden fees or surprise charges and that everything would be included in my discussed bill— even followed with “rest assured on that part.” 

Fast forward a couple of months and it’s just been a mess. The bill is way higher than what was promised, random charges keep showing up, the “free” phones aren’t actually free, and apparently the free TV was just a myth. Every time I call, I get transferred around, told my case is “escalated,” and then nothing happens. It’s like déjà vu—same promises, no results. One person actually told me to ignore what the contract says because “it’s all included.” Spoiler: it’s not.

I’ve spent more hours than I care to count on the phone and chat just trying to get Verizon to honor what they said. Yesterday, they assured me that they took off some of the activation fees, even though all activation fees were supposed to be covered from the start. And I’m still expected to pay $115 more per month than what I was told which ends up over $4000 over 36 months and covers and pays for the phones that were supposed to be free in full.  I have every chat saved, every promise in writing. At this point, it honestly feels like their whole business model is to wear people down until they give up. And I’m just about there. Has anyone actually gotten Verizon to fix stuff like this? If so, how? Or is this just the new normal?

Because right now, I’m stuck paying more for less, and the best response I’ve gotten is basically, “Sorry, but it’s out of our hands.”

[vzw_customer_support]

We are sorry to read that you are having issues with your account, as this is never the experience we want for you. We will be sending you a private message to continue.

~Freddy

[SynthpopAddict]

Hi, sorry to hear your experience has been this frustrating.  Don't like to bring bad news, but I don't know who told you all fees are included...because taxes and fees are added onto the base price of a service plan.  There was one competitor who used to include the taxes and fees into their plan pricing, but not any longer - so all 3 large US carriers now assess taxes/fees on top of the service plan pricing.  There is also a line activation fee of $35/line when you first sign up, which is also an industry practice.  However, if you were signed up under a free phone deal, there should be a monthly credit appearing on your itemized bills for 36 months and the idea is that after 36 months, the credits will have added up to the cost of the phone, hence a free phone.  Discounts and promotions aren't stackable, so maybe that's why the TV offer didn't materialize?

You could try an outside source who handles concerns like this, if all else fails.

[harisbabic]

Thank you for your response. It’s been a nightmare. I’ve spend countless hours and each time I get one rep up to speed, they say they’re about to fix it - I get transferred to another rep and usually a sales rep who does not deal with customer service issues and around it goes. I was happy with my Spectrum service. The reason why I was open to changing is bc there is a place where I didn’t have service where I need it and the Verizon rep assured me I would if I transferred. So I was open to it and gave him the details of what I was paying and the deal  if I transferred the internet and 3 phone lines was good, and I kept asking if all fees and taxes were included or not and he assured me they were. So I’m stumped.