Black Friday offer

[LJohn58]

I really want to warn people about the FiOS Black Friday offer (it was a $69.99/mo Tripple Play for two years for existing customers). I just attempted to utilize the offer using the link from the text message (I had signed up to receive it through the app).

I have screenshots to show how the estimated new price was $123.99/month, which made sense with the addition of set top boxes, DVR and router. I have the detailed checkout screen which estimates my new monthly bill at $123.99/month.

The response email for the new package lists my estimate monthly bill at $175.08

Offer page linked from textLower part of offer pageBeginning of checkout screen

[Subielover]

Beware! There was an offer in my account for a black Friday deal. The offer said same plan, lower price! 74.99/mo w 2 yr agreement. Plus, 1 year Amazon prime & Amazon echo. I added it to my cart and it brought it to $93.99 with the equipment added. I placed the order. My confirmation email says $221! I tried to call right away and can't get ahold of anyone.

[LJohn58]

Wow, I am so glad I am not the only one that was affected by this problem (not glad you were, but glad that enough people were affected that Verizon MIGHT take notice). I spend about an hour and a half on two different phone calls plus 20 minutes on chat yesterday and did not get this resolved. Phone people said they couldn't help with an internet offer and chat people said I had to get it resolved with a phone call!

[FrankinBoston]

I almost fell for this black friday offer but decided verizon was not clear in its additional fees, and previous discounts that would be cancelled for my additional equipment.  I would contact the BETTER BUSINESS BUREAU AND COMPLAIN.  When my 2 years is up in February 2019, I am going to switch back to COMCAST.  My total bill is currently $268 per month and I believe I would save $40 per month to switch.

[LJohn58]

A few of my screen shots were removed becuase they had personal info on them. Basically, when you check out, you see a listing that breaks down the items. The monthly cost prior to taxes shown on the acceptance screen after submitting the order was  $123.99,  and the response email stated it was $153.99, a difference of $30.

I notice that similar issues have been esculated by moderators here; I have messaged a couple of them directly to see if they will esculate my issue. If not, I am planning to go with Comcast as well. It's a shame because Verizon's internet is better IMO.

[Subielover]

Yea mine went from 94 to 221. And mine was the before taxes price too it already showed all the other fees and discounts. I have all the screen shots too. I noticed they merged our threads but no escalation so far. 

[LawrenceC]

Hi FrankinBoston,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

[LawrenceC]

Hi Subielover,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

[Bubbs1]

I had the exact same issue!!!  I signed up for the 79.99 promo.  After recieving the email that my bill would be $256 I tried to utilize online chat.  HUGE mistake.  After 3 chats of not getting anywhere but frustrated I called into Verizon.  The person I spoke with was polite and explained that there may have been a glitch in the system and he reversed my order so I was back to where I was.  He instructed me to try again later.  Later that night I tried it again.  This time a promo for 89.99 came up.  I processed the order taking screenshots all the way through givin my first experiance and everything went through fine.  Wrong again!!  My bill showed 189.99 plus fees and taxes.  I got on the phone again and demanded to talk to a supervisor.  I was told by him that the order was what it was.  I demanded to reverse the order.  I was than told that he couldn't do that becuase it wasn't possible.  SOO not only did they bait and switch me they got me stuck in a higher price because they can't return my plan to the way it was.  Total bait and switch.  I will be on the phone with the Better Business Bureau and the Public Utilities Comission Monday morning.

[Bubbs1]

Below is from the confirmation email they sent me.

Thanks for reaching out to make changes to your services. Here are the details of your requested changes and an estimate of your upcoming bills.

If you have any questions or want to access your account for a more detailed view, sign in here.

Your Order Summary Order date : Nov 23, 2018 Effective date : Nov 23, 2018 Order number : {edited for privacy}

Services Ordered: Monthly Amount Verizon Triple Play $114.99 –Fios Digital Voice Unlimited   –Fios TV Preferred HD   –Fios Internet 150/150   –Fios Gigabit Connection Upgrade   –$10 Exclusive Ordering 36 Mo. Discount thru Nov 22, 2021   –$15 Special 24 Mo. Discount thru Nov 22, 2020   –$15 Special 36 Mo. Discount thru Nov 22, 2021   –$10 Special Speed Bonus 36 Mo. Discount thru Nov 22, 2021   –$10 Special Speed Bonus 36 Mo. Discount thru Nov 22, 2021   Multi-Room DVR Enhanced Service $20.00 Rent: HD Set-Top Box 2 $24.00 $2 TV Equipment Package Discount Included -$2.00 Pick Your Premiums $15.00 –HBO   Fios Quantum Gateway+Tech Support Pro $15.00 Estimated Monthly Subtotal $186.99 Taxes, Fees and Other Verizon Charges (see detail) $22.07 Fios TV Broadcast Fee $3.49 Regional Sports Network Fee $7.89 Estimated Monthly Total^ $220.44

[Subielover]

Offer in cart

Email confirmation. Very different and not what I agreed to.

This was my offer and the email. The email also doesn't mention the Amazon prime or echo at all.

[LJohn58]

I hope that the mods will esculate our issues to customer support!

[grdh20]

This whole thing is nothing but a scam. There offers on web is different than offer on chat and different on phone call. Idiotic system.  Anyway, chances are your current deal is better than this so called "offer".  What a waste of time.

[Bubbs1]

Well folks, 

After a long and arduous fight with Verizon I am still no better off.  All I got was a one time credit of $80 to cover what I lost early due to the bait and switch.  Hardly enough to cover the differance of the plan I ACTUALLY signed up for.  That came from a member of the executive relations team that didn't seem to have much power over accounts or promos.  That in itself is sad.  Their executive team is just as powerless as every one else we speak with.  Looks I will also be submitting a complaint to the BBB.  It's really a shame as the products and services could be great but unfortuantely the support and development behind them are really lacking.  The funny part about all of this is we all did this to EXTEND our time with Verizon guarenteeing more revenue for them but ultimately they screwed up.  

[Bubbs1]

As expected, I was messaged tonight by a member of their Social Media team saying there was nothing more they can do.  I have filed a complaint with the BBB and I will be forwarding all of this information over to the major news outlets.  Especially NBC as they are owned by Comcast.  They will love to sink their teeth into this one.

[Subielover]

They still don't even bother getting back to me. I'm filing with the BBB and the attorney generals office. They've had more than enough time at this point to fix their mistake.

[Subielover]

Any update since you filed the BBB complaint? I filed too but I'm still waiting for a response. It seems like that's the only way to get anywhere with this. 

[Sq70]

What a pathetic joke verizon is. I also have not heard back. I PMed Verizon and one of their joke reps said via chat that "verizon can not honor prior promotions" and "verizon is always seeking to improve."

Disgraceful!

[Subielover]

They gave me excuses to not honor it too. I've been waiting for weeks to hear back from them about putting me back on my previous package. Still no word. I also filed a BBB complaint but I haven't heard back from that either.

[LawrenceC]

Hi Bubbs,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

[evpoole]

I have had similar issues.  I had a saved cart from a Verizon rep that was supposed to be honored through Friday but I wanted to compare with their Black Friday promotion for existing customers which they had sent me an email about.  When I went to login for the promotion I tried several different scenarios and sometimes got great prices, sometimes horrible prices, but when I got good ones and tried to check out it would instantly change to significantly higher numbers, some double the original quote or more.  I also have screen shots.  Multiple chats did not solve the issue and often got disconnected by Verizon.  A phone call to support also got disconnected after 45 minutes trying to resolve the issue.  Here is the most recent screen shot comparison and another earlier one - none of which I have been able to purchase at these rates.  And my previous cart that was supposedly saved has disappeared and is not being honored.  I also think I will need to contact BBB.