FIOS offer for EXISTING customers not honored

I received an offer letter on FIOS letterhead to my name as EXISTING 'valued Verizon customer'.  I went online to link in letter and found the same offer. 

BUT when I accepted the offer,  the confirmation was missing one part of the offer which was HBO and Showtime at no cost for 2 yrs. 

I called Customer Service and FIOS stores - no one can find any info on the offer made in the letter signed by Mike Cingari, Director, Customer Loyalty.  

Is this another Verizon scam?

Has anyone else had this experience?

Re: FIOS offer for EXISTING customers not honored
Moderator Emeritus

Hi DMand1,

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 scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

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, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.