Got a letter from Vz advising that I the now-discontinued router they sold me will be charged a monthly fee OR I could update to a "refurbished" current one for $59.99. Followed the link which wouldn't let me upgrade for less than $99.99. At this point an online agent chat window opens and offers assistance. (Incidentally, you can only get an online non-automated chat if you owe Vz money.) The agent tells me I can get the router for free and have my bill for the ExtremeHD + Showtime package to $124.99. By this time I'd invested 45 minutes in this exchange and had to go. Three days later, when I'd had time to read up on the deal, I managed to get a Vz agent on the phone. (I know, shocking, right?) Long story shortened, they had no record of the chat or offer they'd made and then altered the offer by jacking up the quote, first by $10, and then by $45 plus I'd have to pay for the router. The woman wouldn't budge and blamed it on the fact that I didn't "have a contract with Verizon". That's because I'm month-to-month after fulfilling my 2 year contract. I asked to speak to a Supervisor, who naturally wasn't available. They took my phone number and said they'd call me in about an hour. And......I'm still waiting 11 hours later.
Verizon apparently doesn't know that "bait and switch" is illegal.
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 look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.