I SPECIFICALLY ASKED about EARLY TERMINATION FEE in the case of a move
MakesNoSense1
Enthusiast - Level 1

When I signed up for Verizon in March, I specifically asked about the early termination fee when the sales person over the phone suggested a two year bundle.  I specifically said that I was new to town and in my current apartment with the intention of looking for a place to live on a permanent basis.  No problem they said!  When you find a place, if the new place does not have Fios TV/Internet than you will not pay the Early Termination Fee!  So I signed up. 

Fast forward to this month.  I found a place to live just 6 miles away.  I called two weeks ago to see if I could transfer my FIOS TV/Internet to new address.  The rep looked up my address and said there is not Fios TV/Internet.  He said not to worry, there will not be an Early Termination Fee.  He asked if he could assist with my service termination and I did not know the exact date, so he said call back when I know the exact date.

Today I called to set up the service termination date and the rep today said that I would have to pay the Early Termination Fee because Verizon offers land lines and Direct TV at my new address.   First of all, I could care less about a land line or Direct TV.  I wanted the same service I currently have, FIOS TV/Internet.  I asked for Supervisor and got the same story.  This makes no sense.  Fios TV does not = Direct TV.  I don't want a land line, which would be an ADDITIONAL service I dont have now.  Deception!

I am so angry!  I would never had signed up for the bundle.  I was very clear up front and I asked and they sold me the package under false terms!  They lied!!!! I was misinformed!! Do I contact FCC?  Anyone else have this problem and a common sense solution? 

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9 Replies
yneris
Newbie

I have been with Verizon and Verizon Wireless for many, many years.  I absolutely loved their services until recently. 

I had FIOS services installed in my home as soon as it was available in my area (on/about 2005).  I had been very happy with the service and had been very loyal to Verizon.

Since 2005, I have moved several times and have been able to take FIOS with me (as I was told by the sales rep when I first purchased FIOS).  During one of my phone calls to Verizon to transfer my service to another address, I asked the CSR assisting me the following question:  What would happen if I were to move to a location where there is no FIOS service at all?  The Verizon CSR responded that if Verizon is unable to offer FIOS services at the new location; they would waive the ETF (early termination fee).  It was very clearly stated to me.

Fast forward to June, 2014 -- I lost my job, filed for bankruptcy and subsequently had to move when my apartment lease was up in September, 2014; leaving me and my son homeless.  I have been staying with friends/family for days at a time (and hotel/motels as well) because I have no where to live.  I still do not have a home so I have no where to transfer my service to; yet I was told this last time (after explaining my financial situation and not having a home) that I still have to pay the $130 ETF!!!

Are you kidding me??? I am unemployed and basically leaving in the streets and I still have this bill hanging over my head.  Last week, I contacted Verizon again to see if they would waive the fee (reminding them of my situation, of course) and the CSR said they would consider waiving it and that I would know for sure this week.  Today, I received a call from Verizon denying my request for ETF waiver (again).

Are the Verizon employess heartless -- there was absolutely no empathy on their part during any of my phone conversations -- they were simply going through the motions of making me believe they were sorry; but obviously they were not sorry enough to waive the fee were they?

Bottom line, the contract for my Verizon Wireless account (two phones) will be up very soon -- I will not renew with Verizon!!!   And... when I do get a job and find a home again (which I know I will...); I will go with Comcast or another one of their competitors!!!

A very, very unsatisfied customer... smileymad:

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jrnml5
Newbie
I am dealing with the EXACT same situation right now....SO frustrating - I was told by someone thou that if I just get the landline installed/connected there isn't a contract for it and it goes month to month. Of course they are charging all the ridiculous set up fees and stuff but after one month you can cancel that and be done with them/no early termination fee...........well, that's what someone said anyway so I guess only time and my future bill will tell.....good luck
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topdog
Specialist - Level 2

Next time get the terms of your contract in writing.  I usually ask Verizon to send me an E mail with the terms in it.  This time you are at the mercy of the agent to whom you speak.  Try calling again, you may get a sympathetic agent to hear you ouit.

In any contract, it is always best to get it in writing!!!

MakesNoSense1
Enthusiast - Level 1

Thank you.  I called Verizon to see if they could find the recorded conversation.  Unfortunately, my order conversation was not recorded.   I called the Resolution Center and they just repeated the policy.  They have no value for a customer's relay of what was promised over the phone.  I doubt Verizon cares, but honestly, we LIKED Fios and would have recommended it to others, but not now.  I will never recommend and we are contemplating dropping our Verizon wireless.

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MakesNoSense1
Enthusiast - Level 1

I just called Verizon again.  I tried this time to get the transcript from the call I made just two weeks ago where I was verbally told there would not be an Early Termination Fee.  The agent was snappy and tried to go on and on about how I should have read the terms, and he said he could not legally give me the transcript, but he did give me the exact date of the conversation, so now I can add that to my grievance.

FYI, the address to write a grievance:

Verizon

P.O. Box 33078

St. Petersburg, FL  33733

I am so frustrated with Verizon not giving credence to what has been told to me by their representatives... information I used to make my decisions. 

Has anyone had a positive experience from a mailed in grievance?

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jrnml5
Newbie
This is the reason I always of the "live chat" now and will NOT call again unless I have no choice. You can have the entire chat transcript emailed to you at the end.
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MakesNoSense1
Enthusiast - Level 1

I found this on the forum:

Where to file a complaint with the FTC at:https://www.ftccomplaintassistant.gov/Information?OrgCode=#&panel1-1

 

My compaint is two-fold:

 

Verbal statements from Verizon have no value.  I assumed information provided over the phone was accurate and now I am told that the trump is the legal contract. 

 

I am being charged the Early Termination Fee because my new address has two Verizon services available (land line and Direct TV), neither of which I currently have, nor do I want. 

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KaLin
Khoros Partner
Khoros Partner

Your issue has been escalated to a Verizon agent. 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 “My Support Cases” 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. Please keep all correspondence regarding your issue in the private support portal.

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Verizon_Support
Customer Service Rep

MakesNoSense,

          We have reviewed your account and contract and provided an answer concerning your Termination Fee questions. As at this time there is no further action to be taken on this matter we are closing your Private Support Case. If you have any additional questions please make a new post.

-Adam_VZ

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