I just got fios a month ago. I started the signup process online and then called verizon to ask a couple questions. The sales rep told me I could finish signing up through him and I would still receive the free installation and 20,000 referral points since I was referred with a code. Going from what he said, I finished signing up through him over the phone, verified the package through an email link, gave the code, and set an installation date.
First, they charged me an installation fee. I called and eventually got it removed. But the biggest issue has been the points. I was told explicitly from this sales rep that I would still be eligible to get the points because I started the signup process online. I have called verizon and have spoken with at least 5 people, 2 of them supervisors, all with different answers. I'm being told notes are being put on my account about the issue...then I call back and no one can find the notes on my account. I'm told to call MyRewards department, then they tell me to call Customer Service, and then I'm pointed back to Rewards. Finally a supervisor in rewards told me today that they aren't going to give me the points because I listened to the sales rep and signed up over the phone!! How was I supposed to know I couldn't use the code this way, when he directly said that I would still get the points? Otherwise I would have just signed up online! So the rep lied to me, probably to get a commission, and verizon will not hold to what their sales rep promised! I am a new customer and am already disgusted with how unethically this issue has been handled, which is a shame because I have otherwise enjoyed the Fios services. I have spent so much time on this just to be told they won't honor their word. I left Xfinity for poor customer service, but I've now already had a worse experience with Fios and I just signed up. This is no way to treat brand new customers, and something needs to change with their company policies since they are allowing their sales reps to give inaccurate information and are then refusing the fix the problem.
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