Verizon Not Honoring Price
Oleg11
Enthusiast - Level 1

Hi Verizon Fios Community,

I wanted to share my awful experience with Fios Customer Service and ask for your advice on how to proceed.

I ordered Fios Triple Play during Black Friday promotion. Verizon cancelled my order. When I called, the representative on the phone booked a new order and assured me that I will get the same pricing as my original order.

You can guess how this story goes. I called multiple times over the course of a month. Depending on whom I speak to, I get answers from "it's not possible to get this pricing" to "yes, it will be taken care of by the next week, 72 hours", etc, but with no results. Promises to call back never fulfilled. Yesterday's call was especially bad because the person would keep me on the phone promising "a solution" and at the end did nothing, refused to give the line to his supervisor or even to schedule a call back. (My theory is that Customer Service Reps can treat customer however good or bad they like without any real accountability or repercussions for them)

What can I do to resolve this? Apparently a ticket has been filed to some "escalations team" but said team did nothing so far. Can I get a hold of this "escalations team?"

Anybody knows a way to expedite this?

This is has been truly terrible and highly frustrating experience so far.

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Re: Verizon Not Honoring Price
jonjones1
Legend

You don’t say what state your located in? Google your states Attorney Generals Office and States public utilities commission (consumer protection) and call them to see what agency regulates Verizon Communications and their services.

now you do have a 30 day customer total satisfaction guarantee which you can just back out of the service. Call 1-800-VERIZON and select or say cancel service. When you speak to a retention representative tell them why you are not taking the service. They may then opt to keep you via doing the right thing.

if not there are other providers out there.

Hope it works out 

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Re: Verizon Not Honoring Price
Oleg11
Enthusiast - Level 1

Thank you for responding. I am in Brooklyn, NY, and I am lucky to have an alternative provider. Others may not have other options.

Other than going cancellation route, any other ways to force Verizon to make things right?

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Re: Verizon Not Honoring Price
jonjones1
Legend

Oh you are so fortunate that you are in NY like me.

go here http://www.dps.ny.gov and fill out the online complaint form or better yet call the toll free number. Have any proof of the price you were promised, copies of any emails or letters or screen shots of the offer. If you have names of whom you spoke even better. Any solid information you can provide to this agency will have them speak to Verizon escalation department.

make sure you are able to receive the call from both the Public Service Commission and Verizon. This agency has regulatory control over Verizon Communications and are great at getting you in touch with a person who can do something.

Good Luck 

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Re: Verizon Not Honoring Price
LawrenceC
Moderator Emeritus

Hi Oleg1,

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.

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