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Set Up Fee NOT waived as promised
Helenaq
Enthusiast

I contracted Verizon Fios on Dec 16th and I was promised by the agent that my 99 set up fee would be waived.

She said it would show in the email she sent, but it would be removed from my bill.

It did come on my bill and I called to complain but they said that there is no such thing as a set up fee waiver. I asked them to go back to the recorded line of when I contracted the service to check what I was promised and they REFUSED to do it.

I looked online and other people had similar issues - it looks like the company incentivizes agents to lie to clients...

Let me know how I should proceed!

Re: Set Up Fee NOT waived as promised
LawrenceC
Community Manager
Community Manager

Hi Helenaq,

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.

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