Verizon doesn't stick up to their offers
Seeta824
Newbie

My contract was up in February 2016, after 6 years of being a FIOS customer.  A representative calls my home in January 2016, makes an offer to renew our contract, at a lower rate, giving us some specail credits etc.  This representative emails me a copy of what my estimated bill will look like ; I review this, it looks good to me.  There were no instructions on the email , like you need to accept this offer or call us to accept or anything, just the information about my new plan and the estimated monthly charges etc.  So I save the email thinking , great lowered my price, Verizon appreciates my dedication as a long time customer.

Of course this was not the case, I receive my next bill at the same old rate (which at least $100 more than what they were offerring me ).  I call customer service and i am on the phone with them for at least an hour. First I speak to one customer service rep who could not even see that a representative had called me the month before to give me an offer, but after 25 minutes of asking him to look in the system, he was suddenly able to find it in a different screen that he wasnt looking at.  Now he finds it , but says he cant give me that offer because its too old, he can only give me a new contract paying more than I am now.  Are you kidding me ? I requested to speak to a supervisor.  

The supervisor then gave me the run around as well, keeping me on hold for 10 minutes at a time . Finally she comes back and says that she still cant give me the offer they originally gave me and I was supposed to accept the offer.  How do I accept an offer when it doesnt say anything in reference to that in the email? It doesnt say call to accept, it doesn't say log in to accept or click on this link , nothing . She says let me see if I can find you another deal , I will call you back in 15 minutes.  She does call me back with an even worse offer than I received from the First Rep.  Then she says if I have a problem with the original estimated bill I had received saying this was a new contract, then I should take it up with Legal.  Really , take it up with Legal?  

I have been a customer for over 6 years now; I have had trouble with customer service not billing me for months at a time then all of a sudden trying to collect 5 months worth of service billings, when they never billed me to begin with.  I am asking for them to live up to their side of the bargin, they offer me something then take it back.  They don't even seem to care that I am a loyal and paying customer for so many years.  They offer new customers great deals and offer the existing ones only a headache.  Verizon does not seem to live up to their end of the bargin.  They won't even offer a discount when you have the wireless and FIOS -  its too hard to track for them , really ?  Thats what you tell a loyal customer, that ridiculos.

If they don't appreciate my FIOS services and my wireless services then I guess I will have to look elsewhere.

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LawrenceC
Moderator Emeritus

Hi Seeta824,

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.

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