Activation Fee and Modem/Router Fee Not Waived

[eb71]

On January 8, 2014, while I was completing my order online for Verizon Enhanced Highnesses internet, I called up the Verizon customer service to get answers about self-set up and the future availability of FIOS. After, my questions were answered, I was persuaded by the agent to place my High Speed Internet order on the phone, as she had started typing up my information too. I mentioned her the online offer I saw on the Verizon website about waiving activation and modem/router fees and that I would be okay completing my order online. She told me she could waive those fees when placing the order on the phone and it was no problem.

After a very hectic set-up, with Verizon taking over two weeks to resolve an issue that I was told would take 2 days, I started receiving internet service at the end of January. I have recently received my first bill and neither the activation fee nor the modem/router fee was waived, although I was expressly promised by the sales agent that they would and persuaded by her to finish my order on the phone. I am very disappointed at this situation and hope to resolve it without any more hassles so I can enjoy my internet service without concern..

[LawrenceC]

Hi eb7,

Just a friendly reminder, this is a forum where users help other users. It looks like your issue may require a Verizon representative to review your account details. Please visit our Support page for a variety of ways to contact Verizon, including “Ask Verizon,” our virtual chat agent, and customer support phone numbers.

[eb71]

Hi. 

Unfortunately, the Verizon agent has not provided me with a solution even though I was promised that the activation fee and modem/router fee will be waived. Please let me know if I can directly speak to someone with sufficient authority with regards to this matter and I will gladly call again. Verizon should not be charging me for something they have clearly stated they wouldnt., especially when I have for multiple times clarified on the phone that they wouldn't. 

Thank you. 

[KaLin · Accepted solution]

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board. you will find a link to the private board where you and the agent may exchange information.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".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. Please keep all correspondence regarding your issue in the private support portal.