Moving and early termination! Horrible experience

[Bagraham]

I have had Verizon's fios for the past two years. I signed a two year contract last year. I fully intended on keeping the service. I tried to change the address online but they couldn't find it.
I called and spoke to an agent, they told me fios was not available at the new house.
They switched me to the cancellation department.
When i got there they tell me it's not their fault that I decided to move somewhere they don't have service.
So I would have to pay an early termination.
This is completely ridiculous! They don't offer service and they can't accommodate my transfer and I'm penalized as if I just want to cancel! This companies service is horrible and at this point I will never get their service again and I will make sure no one else I know does either. To tell someone it's not your FAULT they decided to move is just plain wrong! Beware

[armond_in_nj1]

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@Bagraham wrote:

... they tell me it's not their fault that I decided to move somewhere they don't have service.  So I would have to pay an early termination. ... I'm penalized as if I just want to cancel!  ...

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Hypothetical example.  A driver accidentally knocks over your mailbox. Normally he should repair or replace it at his expense. However he informs you that he really didn't want to knock over the mailbox, so he really doesn't want to pay. He still owes you money.

If you read the Terms of Service and the documentation related to your subscription, you will see that the early termination fee is not based on the user's intentions ("I didn't really want to cancel), but instead on the user's actions ("I am canceling").  The company knows only that you are canceling early

Of course if you play your cards right Verizon may waive the fee in the interest of customer harmony.  Stranger things have happened. 

[walt178]

From my experience, Verizon's policy on contracts seems to be standard business practice.

In the last few months I have talked to 3 different companies about various services. (Not cable or phone.)  Each required me to sign a contract.  When I asked if moving would allow me to get out of the contract the answer, from all 3, was  "No."  

[armond_in_nj1]

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@walt178 wrote:

From my experience, Verizon's policy on contracts seems to be standard business practice ... I have talked to 3 different companies ... When I asked if moving would allow me to get out of the contract the answer, from all 3, was  "No."  

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Like just about everything else, "it's negotiable."

When I switched to Verizon I found out my old Vonage subscription had something like a few days remaining on a two year contract.  Their CSR stated I was liable for an early termination fee (not prorated, incidentally).  I guess my Yankee charm (smile) worked some magic because I was able to talk my way out of the fee and save a hundred or so dollars. 

It doesn't hurt to try, but demanding a particular resolution seems a poor choice.

[peeved1976]

I just got off the phone and am in the same situation. Sadly (I thought at first!) no part of my triple package was available at my new address, and they still stuck with me with the early cancellation fee. I have always liked the products and customer service and have even recommended it to friends and family who signed up. In fact the first guy I talked with said they would waive the fee, but I had to transfer my phone number so i could not complete the request with him. When I called back a week later to finalize it, Kathy C would not budge.

I have probably generated thousands of dollars in business for this company as well as recommending it to any acquaintance in need of new cable/internet/phone services, and my thanks is getting stuck with a $200 bill for nothing.

I supposed I should be grateful because they will never get my business again, which is a lot more money than their fee.

Despicable.

[beetlejuice2]

I really don't get people who sign contracts then complain about them when they no longer want to keep their end of it or are surpised when they don't get their way. It's a contract, not a barginging tool and no one forced anyone to sign it. It was a choice that you agreed to.

If you don't want to follow the terms or the contract then don't sign it. It's really simple. If you do, then expect to keep your end of it word for word. Also, read it since I know 98% of the people never do.

[peeved1976]

If I took the time to read the TOC of every single thing I signed my name to, I would not have time to eat, sleep, work or use any of the things I'm buying. Companies know this and know they can bury any old thing in the fine print. Technically. legally, you are right and so is Verizon, which is why I will pay this money.

In terms of good faith and customer satisfaction however, they are in the wrong and I can complain on that end till all the message boards of the intenet are full.

Have fun reading all your contracts.... you will be tested later.

[armond_in_nj1]

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@peeved1976 wrote:

If I took the time to read the TOC of every single thing I signed my name to, I would not have time to eat, sleep, work or use any of the things I'm buying ...

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I am willing to entertain alternate systems.

Even though many folks have lost the ability to read and remember what they read, we have little choice these days but to accept the fact that life is complicated and we must pay attention.

[somegirl]

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@peeved1976 wrote:

If I took the time to read the TOC of every single thing I signed my name to, I would not have time to eat, sleep, work or use any of the things I'm buying. Companies know this and know they can bury any old thing in the fine print. Technically. legally, you are right and so is Verizon, which is why I will pay this money.

In terms of good faith and customer satisfaction however, they are in the wrong and I can complain on that end till all the message boards of the intenet are full.

Have fun reading all your contracts.... you will be tested later.

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It really doesn't take as much time as you think. I read the contracts that I sign, and the ones my husband signs. This includes the Terms of Service for services we use. I play online games and re-read the ToS with every update. I'm not sure if you have purchased a house post 9/11, but if you have then you know the mountains of paperwork required (as if there wasn't enough before all of the anti-terrorism mess). We bought a house, and I read every page.

Is it fun? Mostly no.

Is it tedious? Sometimes.

Does it require every waking hour? Not even close.

Often, there are even ways to get out of contracts without an ETF, if you are willing to read them and apply the knowledge.

I know that having to pay money to cancel a service when you move is a pain, but you agreed to it. Verizon, in good faith, provided a service that you agreed to keep paying for until your contract was ended. You backed out of that deal, not Verizon.

[peeved1976]

Wow, have you guys fallen for this corporate ruse hook, line and sinker.  Case in point, this early termination fee. We have nearly the worst (in speed, reliability and service) data options in the  western world at the highest prices. Check out: The Fine Print: How Big Companies Use "Plain English" to Rob You Blind, by David Cay Johnston. It will make you sick. (Yes, I do read, tyvm)

In a fair black and white world where contracts are in plain English and only used when necessary, read your contract is a legitimate response. In our world where people have to sign a 50 page agreement to use a piece of free software that gives  movie listings, it is not.

And it's not as if we as consumers in this country have much of a choice. In my new place, I'll have another ridiculous agreement to sign with another corporate behemoth. And because these are huge "utilities", I have no choice to go with a more honest mom and pop business because there aren't any.