I began my Fios journey years ago while caring for elderly family member as well as in my childhood home. On June 14, 2018, I decided to have Fios installed in my own home for the promotional deal of $79.99 bundle for a 2 year agreement. The Fios TV was not used until after July 15th, when moving in began in which my husband and I decided that we did not need the Fios Internet router, of $149.99 and decided to return it. (We were not told we only had 30 days from the point of installation to return any unwanted equipment). When I called Verizon why my account was not credited after mailing back the router, I was told the router was received a few days too late and I would still be responsible to pay the $149.99, for a piece of unused equipment. After speaking to an agent and a rude Supervisor for over an hour on the phone, she agreed to take off only $75, which I still thought was poor customer service for a new customer.
Following in August 2018, I reached out to customer service as my monthly bills were not matching up and different each month; I could not get a straight answer why, and I was told a billing mistake was made on their end and adjustments would be made.
With the paperless billing, out of site and out mind, I noticed some time later that I was being charged random amounts each month. I am suppose to have a $10/month credit for paperless billing and another $10/month discount for being an employee of NYC. In December 2018, I contacted customer service again to inquire about my billing issue and the possibility of adding a TV channel that my family wanted to watch for the holidays. I was told I could not just add one channel or change my current package without losing other channels, but I could change to Preferred HD TV for $15 more a month for all channels and I could switch back at my convenience. So I decided to upgrade the TV package temporarily.
On February 25, 2019, I contacted customer service regarding my billing, and the gentlemen on the phone stated he is unsure why my bills are not the same monthly, but I should expect to see my monthly bill to be $148.00/per month. He could not explain and confirm that my two $10/monthly credits have been applied to my account. He also reminded me that I was paying for Preferred HD TV, So after our conversation, I went online and switched back to custom TV Package.
Upon my receipt via email of my changes back to customized TV package, the monthly amount stated $89.99 and not $79.99 from what was prior to my December change, and two year agreement. I contacted customer again as to why there was a discrepancy. After speaking to a representative and a Supervisor, Ms. Barber, I was told that because there was upgraded change in December, I lose my discounted rate of my 2 year agreement of 79.99. I believe this is unfair and poor customer service, as I was not notified if I changed my plan I would automatically lose my promotional rate. I was told by the supervisor that if I am unhappy with their service, I could pay a $245.00 early termination fee.
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