Verizon not honoring emailed quote
Enthusiast - Level 1


I was looking to leave Verizon's TV service but keep the phone and internet. When I called Verizon, I spoke toa helpful lady who talked me out of leaving the TV, as that would incur a cost due to the 24 month contract still being in place.

Instead, she emailed me a quote:

 Products and PromotionsMonthly Charges
NewTriple Play$72.99
  • FiOS Digital Voice Unlimited
  • FiOS TV Local Service
  • FiOS Internet 15/15
Existing(Rent): Multi-Room DVR Package - 2 Rm$31.98
 Estimated Monthly Subtotal$104.97
 Taxes, Fees and Other Verizon Charges$10.32
 Estimated Monthly Charges$115.29

As you can see, this is still a Triple Play bundle but changes my TV channels to Local Service. Furthermore, she told me that I could return the DVR STB and that would mean I'd only have to pay ~$12 for a standard STB. I asked, "Well, why wouldn't I return both as I don't need them, and then don't have to pay any rent". She said that this would be fine - just take the boxes to UPS and they'll take care of it.

Today, I called to put this plan in place. I was told that I couldn't get what I was quoted, as the Select TV package was the lowest I could take and stay in the Triple Play bundle. I told the agent that I have an email quote that shows I can get just local TV for 72.99 per month (the Select package puts it at $79.99/mo). While $7 a month isn't huge, it's significant when one isn't going to be using it at all. On top of that, I was also told that even if I return both STBs, I would still have a rental charge for a box on my bill as it's required as part of having a TV service.

Come on, Verizon. You can't give people quotes and then not follow through on them. I came here to look for how to contact Verizon electronically, so that I could include the quote I was given. As you're probably aware, this seems impossible.

I'm hoping that someone from Verizon reads this and will get in touch with me about honoring what I was quoted.

Re: Verizon not honoring emailed quote
Moderator Emeritus

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.

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Please keep all correspondence regarding your issue in the private support portal.