We currently have Fios TV, internet, and phone. I called today to upgrade from regular Fios TV to the Quantum Fios. The reason I called instead of doing it online was to verify that I understood ALL of the charges and changes that would be made before I decided to do it. The customer service rep verified that my hardware charges would increase by $1 per month total (for 3 DVR's) over what we currently pay. I verifed that the bundle price for the services would remain exactly the same. I also asked, twice, if there were going to be ANY additional charges, like upgrade fees, etc, for making the change. I was told very clearly that I would not incur any other charges. But when I received the confirmation email a few minutes later, it said I would be charged a $35 "upgrade fee". So I called back, and explained the situation to another customer service rep. He said basically that since the other rep didn't make a note of it on the account, I could either pay the fee or cancel the order. I asked to speak to a supervisor who could remove the charge, since I was clearly told I wouldn't have a charge. He said someone would call me back within 30 minutes, but they wouldn't remove the charge. It is now 1 1/2 hours later, and surprise, no one has called. Beware of the lies!!!!!!! If you change your service, make the rep document it and send you an email before you hang up the phone. What crappy customer service. We're thinking of changing carriers.
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