extremely frustrated with customer service

Our FIOS triple play contract was about ready to expire, so I went online and they had a great deal.  It was $10 a month cheaper than my current contract and they were giving 2 years of free HBO and a Visa gift card as well.  Great, I signed up on 9/27/15 and got my confirming email (with an order#)with estimated cost of around $158/month including all taxes and set box rentals.   4 days later my wife said we really didn't need one of the digital adapters.  So, I went back online and did a return for it.  Got a confirmation number with a -$7.99 showing.  All looked fine until I got another email and it showed my new bill will be $289!!!  I didn't change anything or order, just returned a box.   Anyway after calling customer service twice and both reps completely agree it's Verizon's screwup, all they can do is escalate it to what they call a "Supervisor-Specialist".  This should be something that someone should be able to fix quickly as they can view both of the orders and know it's some sort of system glitch.  The second rep even tried to sell me another package which would have been $15 higher per month and didn't have the free HBO or gift card.  At that point I was getting very frustrated and told her "Why would I want the same package with less stuff for more money than I already signed up for 4 days earlier".  Anyway, the first rep told me she would get right back to me within 24 hours or less and never called back.  The second one said the same thing and I have zero confidence that anything will happen there.  All I want is the agreement I signed and have the proof I did to be honored and the glitch removed.  Where do I go from here??   I'm ready to cancel everything and just bail.

Re: extremely frustrated with customer service
Enthusiast - Level 2

Please do not loose hope, Verizon has a department for everything.

RETENTION is a department whoms job is to address customers who have had such an experience and consider canceling a posibility, when a customer says "I will cancel unless you "blank" " its there job to use all there resources to make that "blank" happen.

The wait to contact this department is by calling Customer Services and express you wish to be escalated to Retention in hopes they will solve your issue or else you will cancel. This department has higher permissions and resources than the front line representative might have.

Please mind that I am providing this information assuming your are sincerly considering a cancelation as a posibility and please use this resources responsably for the benefit of all of us customers.

-Best regards and may you have a solution soon.-

Re: extremely frustrated with customer service
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.