Bait and Switch

I signed up for Fios about two weeks ago.  The agent who I spoke with was very nice and helpful,  I explained my situation:

Previous Fios customer who lost service when I moved

Fios was recently installed in my area

Wanted to, at the very least, match services and price that I am currently paying comcast to switch back.

I was quoted an offer that matched my services exactly and was slightly higher than what I paid at Comcast.

The offer included having the set up fees waived and would be locked in for two years since I agreed to the contract.  I asked three times explicitly that my total price (quoted the figure to the agent) would be locked in for that two years.

Within a week I received a billing estimate that contradicted what I was told.  Not only was the set up fee showing, but my 2 year price lock was not going to last for more than six months.

I have called twice to correct this issue.  Both times I asked to talk to supervisors since the agents (names can be provided) could not help me.  The first one flat out told me that I was wrong and that the selling agent was saying bundle price.  The second agent put me on hold for 10 minutes and came back saying she could not do anything.  However, she stated she could downgrade my service to keep the same price. Sorry but isn't that a bait and switch tactic?

Both agents promised me a supervisor would call yet still nothing.

I did a search for verizon fios bait and switch and perhaps not surprisingly found that this appears to be a common tactic.

Fortunately my install isn't until tomorrow so I will be sure to cancel that and file complaints with the appropriate regulatory and consumer advocacy groups.

Sad, I would have been a customer forever.

Re: Bait and Switch

Hi Jsgpu90,

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.

Bait and switch pt 2

for those who may be considering switching please be forewarned that Verizon will not honor the offer you received from the sales agent. My response to the previous post was sorry can't help you

i have filed complaints with the BBB and fcc and would encourage anyone else who is offered one price and then given a higher one to do the same. 

I will provide updates as I learn more