Moving and Early Termination Fees
WETWHISTLE
Enthusiast - Level 2

Back in May it was time to renew my Bundle for Verizon FIOS TV, FIOS Phone and FIOS Internet. When I spoke with the Customer Service Representative, I asked them if there will be an issue if I move and my new location doesn't offer FIOS, would I be penalized? They said no. So I double and triple checked with them that if I cancel my service because they don't offer FIOS that I will not have to pay an Early Termination Fee. They said that was correct.

Fast forward to today. They tell me that no, my new location doesn't offer FIOS, but I am required to keep some form of Verizon service. In my case, it's phone service because that's what they offer at my new location. OH NO! This is NOT what I was told back when I renewed. And I made sure to cover my bases by asking two and three times. And now they are trying to tell me that I have to have Verizon Phone Service.

THIS IS NOT WHAT I SIGNED UP FOR. I am not going to pay out the Wazoo because of THEIR mistake. I refuse to be penalized because of Verizon's mistake.

Someone please help me with this before I tell everyone I know to stay far away from Verizon.

I'm now on a "BRIEF HOLD" waiting to talk to a Supervisor. This "BRIEF HOLD" has been going on for FORTY MINUTES NOW.

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1 Solution

Correct answers
Re: Moving and Early Termination Fees
WETWHISTLE
Enthusiast - Level 2

I got a message from the Escalation Department and there is a lady there that is going to help me. So the ETF will be removed. 

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Re: Moving and Early Termination Fees
WETWHISTLE
Enthusiast - Level 2

I still never got to talk to anyone because all I got was on hold music.

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Re: Moving and Early Termination Fees
CapnCrunch
Contributor - Level 2

Just curious what are they charging you for an early terminiation fee, if you decide not to keep the phone? 

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Re: Moving and Early Termination Fees
WETWHISTLE
Enthusiast - Level 2

They want to charge me like $300 or $310.

I sent them an email via their website, and they said this:

Thank you for contacting the Verizon eCenter.  I have received your
email dated 8/18/10 regarding the terms of your Verizon bundle contract
and the application of an Early Termination Fee.  My name is John and I
will be happy to assist you.

I can understand the importance of your inquiry and am sorry for any
delay in my response.

I apologize if you feel you were misinformed regarding your existing
FiOS commitment. However, our records indicate that your bundle contract
would not have expired until May 17, 2012. Due to not retaining our
available services at the new location, the Early Termination Fee is
valid.

Again, I apologize for any confusion or any inconvenience this may have
caused.

I hope I have resolved your reason for contacting us. If you have
additional questions, or if we may be of assistance to you in the
future, please let us know. We look forward to serving you.

And I replied with this:

I specifically asked the question to AVOID this! I was not misinformed, I was LIED to. And no, this does NOT resolve my issue. I will be contacting the FCC, and everyone else about this issue. It is NOT acceptable.

And then I got this message back:

Thank you for contacting the Verizon eCenter.  I have received your
email regarding the Early Termination Fee.  My name is Tanja.   

We apologize for the trouble that you have experienced. We value you as
a customer and would like to work with you to resolve this situation.

Your request has been escalated to our Customer Advocacy office for
handling. A specialist will contact you as soon as possible.

We appreciate your patience while we resolve your issue.

So we'll see what happens...

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Re: Moving and Early Termination Fees
lasagna
Super User
Super User

While I wish you the best of luck with the customer advocate in reaching a mutually agreeable solution, I have to ask ... did you have the terms and conditions (including the waiver of ETF if moving out of the area) in writing?   Without it, it's just a he said/she said thing and unfortunately I think you're on the short end of the stick since Verizon provides you with the written terms of service at the time of your installation (during which you have that 30-day window to cancel if you don't like something you see).

You were certainly more than willing to accept their discounted bundle rate each month during the time you had service including the waiver of any installation charges -- the ETF is recovering that loss of revenue in the event you don't hold up your end of the bargain.   What are you willing to do to compensate them for the loss of revenue?

If I were you, I'd figure out what you would have paid had you not opted for a bundled plan since the beginning of your contract and calculate the difference between that and what you actually have paid and seek to pay the lesser of the ETF and the calculated difference as a compromise... that and applying age old "you attract more flies with honey" principle when working with the Verizon folks.   Human nature would certainly seem to indicate that someone is much more willing to bend over backward and help you with your plight if you're not shouting them down.

My 2 cents.  Best of luck.

Re: Moving and Early Termination Fees
GaryDoug
Specialist - Level 1

How much would VZ's phone service cost? Is that the only service in the area? Were you planning to have some phone service anyway?. If you were not planning any phone sevice or  were planning service from another company, then don't back down.

However... I know this is a matter of principle, but at some point you have to decide if it's worth fighting them.

Re: Moving and Early Termination Fees
WETWHISTLE
Enthusiast - Level 2

I got a message from the Escalation Department and there is a lady there that is going to help me. So the ETF will be removed. 

Re: Moving and Early Termination Fees
naresh1
Newbie

I also have same problem where I used to have VERIZON FIOS and moved to new house where only AT&T provides service in this scenario I just got a bill and aruged half n hour with CUST SVC REP/SUPERVISOR and told further SUPERVISOR to have me call back, I was almost yelling at VERIZON, isn't fair for VERIZON to charge Early Terminatino Fee

The apartment where I used to Live and use VERIZON svc, only provider is VERIZON there, having vacated that APARTMENT moved to new house, some body must have taken VERIZON service,  It is absolutely STUPIDITY for VERIZON to charge this fees... Already their charges are high,

some body should find solution for me....

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Re: Moving and Early Termination Fees
WETWHISTLE
Enthusiast - Level 2

Try calling this number..{edited for privacy} That is the number to someone in the Escalations Department. You will have to leave a message and they will call you back. I hope this helps.