I have been a proponent and a loyal customer of Verizon FIOS for over 7 years. Our contract was set to expire earlier this year and I choose not to switch services after several phone calls to Verizon FIOS. Knowing that I am a renter and that I could be moving before the agreement expiration, I proactively asked contacted Verizon FIOS customer service to inquire about the Early Termination Fee if I was to sign renew the contract. I knew the area to which I was potentially moving to would lack Verizon FIOS coverage. All agents I spoke with said the fee would be waived by the "escalation" department. Now that it has come time to terminate the services prior to the expiration date I have been made aware by the "escalation" department supervisor that the Early Termination Fee of $160 will note be waived. This is of course after 4 representatives and 1 (one) hour of being on the phone with 4 (four) customer service/supervisor representatives. I was informed that I could sent snail mail to the Executive Complaints Group, {edited for privacy} to request the fee to be waived. There was no apology for the misinformation or lost of my time and money. Even when I contacted the cancellation department I was given hope that the "escalation" department could make the decision to waive the fee. Whether I was misinformed, misled, or the sales agents intentionally misrepresented the terms to secure the contract, I expect a company to have better standards and practices. After my conversation, a simple search revealed numerous examples of Verizon customers in the exact situation as me. Clearly the practice of misinforming customers is present, abundant, and even possibly accepted. I doubt that by the time I move that my ETF will be waived, and I will be extorted into paying it in full amount. I hope this provides awareness to potential customers that Verizon Fios will mislead you to obtain your money and does not care about customer service. You are just a contract not a person to them. I plan on spreading the word that the representatives at Verizon FIOS will do their best to get to your wallet and after that there is not caring for the customer. I will not return to Verizon Fios for services after being treated like this and I will work to spread the word that customer's should find other service providers. Happy shopping! Extremely Unhappy Customer
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 in the middle, right at the top 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 โMy Support Casesโ you will find a link to the private board where you and the agent may exchange information. 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.
I was unable to locate the "My Support Cases".
Hi NotAFanFios,
Were you able to access your profile page by clicking on your name? Is the "My Support Cases" appearing at the top middle of the profile page?
We did not hear back from you on your Private Support case. We hope you were able to find resolution to your issue.
If you require further assistance, feel free to make a new post, and we can be sure to look into your issue. As always, we're available for support around the clock.
Thanks,
Marcial
Start a new topic or ask questions in the open forum.
