Escalation

[Preeti1]

Dear Verizon,

We switched over to Verizon FIOS this last Dec'18. 

We initially tried to apply for Fios connection online however,  as the site couldn't lookup my SSN, we had to call customer service. Per call we were asked to shell out a deposit which we readily agreed to. However, we were informed that since we are calling for the installation, we have to pay for $99 installation fees.

Thereafter we asked for the request to be put on hold and subsequently called to cancel the request all together. The agent thereafter offered to waive off the installation fees if we decide to go with Fios, to which we agreed. 

However, the first bill included installation charge and after subsequent call we were assured that the credit will be applied in the next billing cycle. But that didn't happen.

The reference number that was provided to us is : {edited for privacy}.

Unfortunately, when we asked agent about this reference number we are told that there is no note in the ticket about why it was raised in first place and hence can't do anything about it.  We asked if the calls are recorded and were told that indeed that is the case and would be considered. 

Another agent confirmed that she has escalated but seems since they couldn't find any note for waiver they close the case and now the $99 charge is back.

This reflects very poorly on Fios and feels like inducing new customer with false promise and no recourse.  

[LawrenceC]

Hi Preeti,

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.