Billing Dispute after Renewal of contract

[mkalvarez77]

For the past 2 yrs I have been paying $69.99 for my triple play and I figure that I renew my service before my current contract expires on 11/20/12.  So 9/27/12, I spoke to Jermone Grayson and he assured me that I would be paying the 69.99 plus the new bundle pkg for the cable boxes $32.00 and taxes.  When I checked my bill via the internet in Oct and did not see anything owed. I figured they were going to continue my plan and did not worry because I have been a customer for many years. I just recently recieved a bill in November, which I owe $777.00. Thats like 3 or 4 months of not paying a bill and they DEFINITELY would have interrupted my service.  It makes no sense for me to call before my contract ends to pay more money. Had I known that it would have bumped out my existing contract, I would have waited. But Jerome never said anything expect that I would continue to pay the same amount as my current plan for the next 2 years.

I called on 11/13/12 and spoke to a rep and he sounded like he was training. He also said that I would be paying only $69.99 for only 2 months and there after $84.99 for next 1 or 2 years.  I explained to him that Jerome had repeated the prices I would be paying and to check the recording between Jerome and I on 9/27/12. He told me that he could not help me right now and that he would have to have someone look into it.  He also said that I would recieve a call back with 24 to 48 hrs.  I NEVER did recieve that call from ANYONE from verizon. 

So, I called yesterday 11/15/12 and spoke to Nick, who was a rude and unhelpful.  He then told me that I would only get $69.99 until November and I would be paying $89.99 for the next year. I then explained to him that I called to renew ahead of time and that Jerome never mention a 2 month cap on the $69.99, he kinda told me it is what it is and that he will not change the price.  I asked him if I could get a copy of the recording with Jerome on 9/27/12. He said absolutey not and they are deleted. When I asked him for his full name or ID #, his response was "If verizon wants to find me they will". I told him that I no longer wish to speak to him and that I would prefer to speak to a supervisor at this point.  He told me that it was useless and that he answered my questions and they would tell me the same thing.  I had to asked him about 3 or 4 times that I want to speak to a supervisor. He finally said sure and placed me on hold for about 35 or so mins. Checking every 6 mins or so to see if I was still there. Then after 35 or so mins a supervisor named Harmony answered.  I explained to her from the very beginning, that I was misinformed from Jerome, what the other reps had said and my bill made no sense to me. She also told me in a very nice way that she could not do anything for me and that she would not honor my previous contract, even though I called to renew ahead of time.  She then said to me that I was emailed my pricing plan, which I do not remember recieveing.  I asked her to resend the email to me and I have NOT recieved the email. 

At this point I no longer want to speak to a rep.  I would like to speak to a head Supervisor that is in charge of everyone. I have been a loyal customer to this company for years and have my wireless service. I would like for verizon head supervisor to call me, so this can be resolved.

[somegirl]

This is a peer-to-peer support forum. If you want to get a message to Verizon, you should contact them directly via one of the options on their Contact Us page.

[TonyaD_VZ]

Good Morning,

 We sent you a message on our private support board to assist you and we did not receive a response.  Please repost the issue if you are still experiencing a problem so that we may assist you. 

 Tonya D.