Bait and switch! And awful online chat service.

[Tmad1980]

I spoke with a CSR named Shateria in online chat who was very helpful and walked me through my options for renewing my internet contract and getting a cheaper rate, because my bill had just jumped up. She placed an offer in my cart, which I later used to check out. I received a confirmation email with a technician date of 01/21/19 at 8am, and a regular monthly bill of $49.99. I was thrilled! 

Shateria had said that she would wave a $99 'upgrade' fee that would be listed, so I jumped back into chat to get that taken care of, and was greeted by a woman named Julie. Julie ensured me this was no problem, but somehow managed to raise my monthly price to $59.99/mo., changed my service date to 01/28/19 (when I won't be home), and didn't even waive the $99 fee! Franky, she didn't seem to follow anything I was saying, and kept acting like she'd resolved the situation as I watched it get worse and worse. 

I have the orignal confirmation email and a transcript of my original discussion with Shateria, so you better believe I want to escalate this. It was either a clearly illegal bait and swith tactic, or the worst customer service I've ever received. 

[LawrenceC]

Hi Tmad1980,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.