billing dispute: waiving service suspension fee, have called 7 times

[rbex]

More than a month ago, I was going to cancel my Verizon Fios service, but the agent convinced me that they would waive the $50 fee if I chose to simply suspend my service. It's been more than a month since then, and the fee has not been waived. I have called Verizon a total of 6 times now. Each time, they have a difficult time tracking down a note from the original Verizon representative promising to waive this fee--the first one found proof but others did not, I think. But still, all 6 representatives promised to waive the fee for me--and each time, after hanging up, nothing happened. I have to call time after time and re-explain my situation, but it's all empty promises when representatives promise to waive the fee for me. This has take years off my life. Today I called again and begged the representative to actually follow-through on this, because I knew it was unlikely. She promised she would call me back today to resolve this--but she failed to call me. I am so tired of this. I need this to be resolved, and for there to be continuity when I inevitably have to follow up about this issue.

[jonjones1]

I would either threaten to cancel service (Verizon loses more than $50) or just go to a different service and forget the $50 and spread the word of your experience.

certainly not the way to treat customers.

[LawrenceC]

Hi rbex,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary and may be delayed at this time. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.