I recently switched from Time Warner to Fios and was promised a monthly service triple play of $81.99 over the telephone by Frances, this was to include all taxes and fees. I was on the telephone for nearly two hours for this deal to be completed. In addition, I was told that I would recieve a free LG pad that would not require a monthly fee or activation of any kind, it could be used via wi fi etc. I asked multiple times and my wife was listening to the call as a witness. Ms. Frances also stated that my telephone number wold be transferred from Vonage an that she would call me to set that up. A high pressure sale that needed to be done immediately to lock in the discounts. Well, the only thing that happened was that everything was installed. The phone number was not transferred and no call from Frances. I was charged for transferring the telephone number which I was told was not included.
The monthly fee is considerably more than $81.99. It is $138 plus a month after the first month of $191. I learned from a mailing that the LG pad is not free but requires a 2 year service agreement contrary to what I was told. I called and spoke with customer service and the call was escalated. The person told me to write a letter to a PO Box and that she could not take a complaint over the telephone or make any adjustments. A clear bait and switch. Is there any accountability? Can the tapes be replayed to confirm what I was told?
Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top 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. you will find a link to the private board where you and the agent may exchange information.
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".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. Please keep all correspondence regarding your issue in the private support portal.
We did not hear back from you on your Private Support case. We hope you were able to find resolution to your issue.
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