I called Verizon about an issue with OnDemand and the agent could not solve the issue from her end. She said they would have to send a technician. She did not give me the option of swapping out my STB myself and did not advise that a visit charge would or even might apply.
The morning of the visit, I called Verizon to check whether there would be a visit fee and was told that as long as the problem was with the Verizon equipment (e.g., STB) there would be no charge for the visit.
At the visit, the tech swapped out the STB and the problem was fixed. I could have done that myself just as easily.
After the visit, I got an email and later a bill charging me $50 for the visit. I called a few days later and an agent explained that there would always be a charge but that they would reverse the charge this time because I called and was told that there would be no charge when the Verizon equipment was at fault.
I called 10 days later to confirm the charge was reversed and the agent saw no reversal and said no reversal was possible. I spoke with her supervisor who refused to reverse the charge.
Surprise, surprise. Before they visit they are either silent about visit charges or tell you they don't apply for Verizon equipment failure. After the visit, it's "there's always a charge, regardless of whether Verizon equipment is faulty."
I asked several agents where I could find the policy on visit charges online and none could tell me.
I am requesting that Verizon do the right thing and reverse the charge on my account.
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.