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On June 23, after several years out of contract, I entered into a new 2-year plan in order to reduce our bills (we're recently retired and had been paying close to $300/month -- and we're about to lose HBO and Cinemax, which will cost us an ADDITIONAL $30/month).
The new plan was $186.96/month, not including taxes (luckily, with 12 years of working with Verizon, I knew enough to take a screen capture). This included:
3 HD Set-Top Boxes -- $26.97
Digital Adapter (2) -- free
And from our email confirmation (boldface mine):
| Services Ordered: | Monthly Amount |
| Non-Published Service | $4.50 |
| Rent: 3 TV Equipment Package | $26.97 |
| Multi-Room DVR Enhanced Service | $20.00 |
| $5 Auto Pay and Paper Free Discount thru Jun 25, 2020 | -$5.00 |
| Estimated Monthly Subtotal | $191.46 |
... a few dollars more than we were originally told, but ... ok. A week later, my wife and I agreed with a phone rep's suggestion and decided to return one of the HD set-top boxes that we seldom use, in order to reduce the price a little more. I drove it to an official Verizon FiOS equipment store.
The two days later, our plan went up $7/month (I have not received an email confirmation). This included:
2 HD Set-Top Boxes -- $17.98
Digital Adapter (2) -- $15.98
So by following the suggestion of a rep and cutting down on our service, we're being charged more.
I spoke with "Angela" at Customer Service, who said that she would escalate this to have the charge removed, and would call me back on Thursday. She never called back, and the charge is still there.
Please, can this be escalated? We would like this new charge removed, before we cancel this agreement altogether. We are in an area where other companies are now offering equivalent packages (including gigabit and HBO) for $40 less/month, and would prefer to stay with FiOS out of loyalty, but it's becoming more difficult.
