Livid can barely describe how I feel
AJR21
Newbie

I am retired on a fixed income with some serious health issues.  Recently Verizon raised the price on a internet/phone bundle I've had with them for the last year.  Spectrum has been offering more reasonably priced plans, so I called to request s similarly priced plan but a Verizon rep said there was nothing available, and was also unable to discount my current plan which was raised by over $20.00.  First, the way the tiers were bundled it made no sense to go with anything other than the gigabit service, considering the gigabit service was marginally different pricewise as the next lower tier.  It made no sense, so I went with that anyhow.  Now with Spectrum, they were offering more reasonably priced bundles more consistent with reality and my budget.  I was requesting Verizon set me up with some similar plan which they insisted they could not and that nothing was available.  The gigabit plan is nice, but of little practical value for most people and certainly not worth the added cost if you can get a reasonably priced tier below it.  So, I decided I would cancel and go with Spectrum, and save myself 50.00 a month.  Speed would be a fraction of the gigabit service but for my needs it works out just fine.  The phone service shut off automatically as once I put the order in with Spectrum they had to do a switchover.  I also called to make sure that it was cancelled on my billing, and because at this point Spectrum internet was up and running fine, told them to cancel my services altogether..  I was asked why I was canceling and explained my situation again, and the rep said again there was nothing they could do. (not true as it turns out!!). 

 They could have easily kept me as a customer if they told me about some other bundles they did actually have.    At the time I was speaking to them, these were not evident to me.  I don't recall how I discovered those other bundles, but those new bundles were much more in line with what I was seeking.  But by now it was too late. 

So, they sent me a box to mail in my modem/router which I sent back

Today I looked at my bill and instead of seeing a credit, they hit me for $65.00.  They billed me  between 11/14 and 12/5, but 11/14 is when I called to cancel the service   I had already been billed through 12/5 on the previous 11/5 bill which was paid 11/18.

I guess my mistake was unbundling the service and not cancelling the services at the same time.   The new rate for Gigabit Fios alone was double my total previous bill bundled with the phone service..  This was only active for a few days at most (and not even used after switching)

This practice is OUTRAGEOUS!!!!!!  and I demand all current charges be reversed.

Lastly, I wanted to make note, that the last time I quit FIOS nearly the same thing happened with respect to not being able to accomodate  my service pricing, prompting my original switch to TWC.  They insisted there was nothing they could do.  Yet not more than a month went by when I started getting hit with mailers 2-3 a month outlining bundles which would have kept me as a customer.  This continued for quite some time.  Verizon, you should stop playing such games with people who are your customers.

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5 Replies
jonjones1
Legend

Too long to quote.

the payment you made prior was just that prior service. Then when gigabyte was added your invoice was readjusted at that going rate. Perfectly legitimate practice.

then when you cancelled partial bundle the pricing changed as well. So that is the reason for the $65.

another issue is when you changed your plan we’re you on a contract? If so Verizon will or may hit you with an early termination fee. Again you won’t know until a final invoice.

i do believe cable will pay early termination fees via gift card. But be sure to check.

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AJR21
Newbie

It was not prior service - I was billed on 11/5 for service through 12/5.  But I cancelled on 11/14.

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AJR21
Newbie

I just spoke with Verizon.  I will be getting a refund.  They had billed me for service after the point at which I had cancelled.

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jonjones1
Legend

@AJR2 wrote:

I just spoke with Verizon.  I will be getting a refund.  They had billed me for service after the point at which I had cancelled.


Please write back if you receive it. 

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CRobGauth
Community Leader
Community Leader

Not sure why, but this is pretty standard for service providers.

You won't get the same deal as a new customer.

But once you leave (usually 30-60 days) they will treat you like a brand new customer.

FIOS is not unique in this practice.

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