Charged installation fee after being promised it would be waived

[kingbish99]

I signed up for fios last week over the phone. The person who I spoke with mentioned the installtion fee, but I told him if I ordered online it said the $99 installation fee would be waived. He agreed, and said not to worry you won't be charged for the installation fee. Well, I just received my first bill. Obviously, the fee is on my bill! 

One of the main reasons I switched over to fios was because their pricing was extemely attractive, on top of the waived $99 installation fee. I think it's unfair to be blindsided by this and a terrible way to treat a new customer. 

I hope a Verizon agent can see this so we can get this issue sorted out. 

[jonjones1]

---

@kingbish99 wrote:

I signed up for fios last week over the phone. The person who I spoke with mentioned the installtion fee, but I told him if I ordered online it said the $99 installation fee would be waived. He agreed, and said not to worry you won't be charged for the installation fee. Well, I just received my first bill. Obviously, the fee is on my bill! 

One of the main reasons I switched over to fios was because their pricing was extemely attractive, on top of the waived $99 installation fee. I think it's unfair to be blindsided by this and a terrible way to treat a new customer. 

I hope a Verizon agent can see this so we can get this issue sorted out. 

---

Not here. This is a customer helping customer forum.

as far as I know the waived fee is on the online orders. Sales reps will lie to make a sale, where the computer ordering does not.

you can cancel and order online to get the discount. Never believe anything from a chat or telephone sales agent. Think! They are trying to make a sale and a commission.

[MrMatthew1]

Hi kingbish99,

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.