Verizon offer not honored

I have had Verizon FIOS and Internet for several years. In 2015 I received a promotion to get the Enteratainment Package at no charge in exchange for a 2 year agreement. I checked with the chat feature in January 2017 to find out what would be offered for another 2 year agreement. The free entertainment package would expire on Feb 3, 2017. Through the agent via chat, I was offered the same package as my existing package for only a couple of dollars more.

I did recieve the email and accepted. When I went to pay my bill on March 3rd, the bill was not $120.43, as quoted in the chat and the email, but $175.

I called Verizon, waited on hold for 40 minutes, and talked to a rep who basically told me the offer was not vaild and I did not read the email correctly.


Recent Activity Summary for 01-12-2017

You've requested the following changes in your services. Below is an estimate of your Monthly Charges and first bill with these changes.



$5 Extended Savings 24 Mo. Discount Included thru Jan 12, 2019



$25 Extended Savings 24 Mo. Discount Included thru Jan 12, 2019


Services Ordered:

Monthly Amount

Double Play


–Fios TV Preferred HD


–Fios Internet 75/75


Rent: HD Set-Top Box


Fully Loaded Entertainment Pack

Fee Waived

$5 Extended Savings 24 Mo. Discount Included thru Jan 12, 2019


$25 Extended Savings 24 Mo. Discount Included thru Jan 12, 2019



Estimated Monthly Subtotal


Taxes, Fees and Other Verizon Charges (see detail)


Regional Sports Network Fee


Fios TV Broadcast Fee



Estimated Monthly Total^



I asked to be transferred to a supervisor. The supervisor was rude and condesending. After explaining my position and going over the chat transcripts and email, he told me it didn't matter what the agent wrote or promised in the chat session and I read, or didn't understand the email, and that I owed the money and there was nothing he would do. I told him as far as I am concerned Verizon is in breach of contract. I asked for his name and he would not give me his last name, employee number or any contact information. I asked if I could go to a store and talk to someone in person and he said I could. I found out, after gpoing to a store, that was closed but listed on the website, finding another store where the "FIOS person" was not in yet, even though he was scheduled. I then called another store and was told they do not have any access to billing and only sign up new service. I called Verizon again and spoke to an agent and a supervisor. Both very preofessioonal and understanding, but held the same position that I was not due the promotion that was offered. They did adjust my bill, part reduced for this month and part for next month, a total of about $50.but they took away the entertainment package that was promised as part of the offer. If I were to break my agreement with Verizon and terminate my service, I would be charged a substantial termination fee. Apparently, if Verizon breaks their agreement, the consumer suffers and there is very little recourse.  It's unfortunate that they treat their customers with so little respect. 

Re: Verizon offer not honored

Hi tjl122,

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.