Black Friday offer

[LJohn58]

I really want to warn people about the FiOS Black Friday offer (it was a $69.99/mo Tripple Play for two years for existing customers). I just attempted to utilize the offer using the link from the text message (I had signed up to receive it through the app).

I have screenshots to show how the estimated new price was $123.99/month, which made sense with the addition of set top boxes, DVR and router. I have the detailed checkout screen which estimates my new monthly bill at $123.99/month.

The response email for the new package lists my estimate monthly bill at $175.08

Offer page linked from textLower part of offer pageBeginning of checkout screen

[Sq70]

Wow! Reassuring to know that I am not the only one who was victimized by a Verizon bait and switch.

I only took one or 2 screenshots, but then had my order cancelled after my estimated bill was almost double what I clicked to sign up to-and had that exorbitant price confirmed via chat!!

After trying to contact verizon via chat to deal with the issue I was told I had to call in, when I called in I was told only chat could deal with online promos. After explaining the issue over the phone the rep basically flat out accused me of lying that I was shown a discounted price online when I ordered. Somehow they managed to cancel my pending order over the phone. But I was not able to replace the order in spite of the fact the phone rep told me there would be no problem to replace the order.

Very disturbing experience. Surprising a reputable company treats its customers like this.

[LawrenceC]

Hi Sq70,

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.

[Sq70]

What a sad joke!

On the PM the verizon reps regurgitate the same meaningless, "we are sorry for the inconvenience," and suggested I call 1800VERIZON to try and resolve the issue.

Besides for the BBB compalints should be filed with the local regulatory or franchising body that deal with this type of stuff.

In NYC it looks like it is https://www1.nyc.gov/site/doitt/residents/submit-cable-and-open-video-complaint.page:

Write DoITT or the New York State Public Service Commission
DoITT
Consumer Service Department - Cable TV
2 Metro Tech Center, P1 Mailroom
Brooklyn, NY 11201

New York State Public Service Commission (New York City Office)
90 Church Street
New York, NY 10007-2919
Phone: 800-342-3377

It also cannot hurt to submit a complaint online to local state attorney general's office, which likely has a consumer protection division (asis the case in NY).

Although we will be stuck paying verizon a few extra dollars due to this bait and switch scam (or we will just switch providers), if a couple of people file a complaint with one relevant regulatory body, hopefully in the long run some action will be taken which will cause companies like Verizon to engage in less oppresive, blantantly unfair and possibly fraudulent behavior in the future.

[Subielover]

Yep they gave me a # to call as well. My bill is going up by $80 due to this, so if they can't make it right I will be switching providers. I just asked them to put me back on the plan I had if they can't honor my offer price but apparently that's too much to ask. I've looked into where to make complaints too. The attorney general in my area handles these complaints as well as the BBB.

[JoeG21]

I had the same thing happen.  Chat went nowhere, multiple calls were a complete waste.  I dont understand how it sits in the cart at 99.99 plus all the extras/fee etc. and then shows up at 144.99 when I ordered.  This is literally a bait and switch and is pretty absurd.  I need this to be solved or I am done with VZ

[wuh]

It's not just about leaving Verizon. Report to BBB, bait and switch / false advertising is not legal. I cannot find anywhere on the site that explains what they're doing i.e a disclaimer. See my original post a couple before this for my story.

*edited for clarity 

[Subielover]

Reporting it is what I plan to do too. After chatting for about an hour there was no good resolution. The best they can do for me is a new offer that's still $50/mo more than what I was paying before for the same services. They won't cancel my order it's supposedly impossible. The idea was to lower my bill not raise it. Some black Friday offer..

[kh-gary]

Hi JoeG2,

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.

[LJohn58]

Other than reporting to relevant authorities and organizations (like BBB), which may end up doing nothing, I feel that the only recourse we have is 1) to spread the word about this snafu and 2) vote with our wallets.

Two years from now Verizon will be salivating to get our business again. That's just how this dysfunctional system works. No one cares about retaining customers, so the only way to get good prices is to switch back and forth every two years. Since Verizon has stopped offering email addresses, I decoupled our email addresses from our internet provider two years ago, which was the big inconvenience about switching.

[LJohn58]

In Virginia, I believe that the complaints need to be directed to the local (city or county) franchising authority.

I did dig up this as well: https://consumercomplaints.fcc.gov/hc/en-us

[Sq70]

It is amazing how much time and energy verizon will waste at the expense of customer good will. It seems like it would be much less expensive for Verizon if they just acted somewhat honorably.

Today verizon called me and asked why I cancelled my recent order, and offered to help me "replace" it at a new even higher price, as they "could no longer offer black Friday promotional pricing."

[LJohn58]

Yes, that is the latest for me. Supposedly my new plan was cancelled when I called into customer support on Black Friday. I never received notification that it was cancelled. I have been on chat and phone with support multiple times since Friday. And, yes, I'm told that the Black Friday deals have expired and can not be honored. I have ordered an Xfinity install kit, as soon as I get it in, I will be cancelling Verizon. Not because I really wanted to, but because of this whole experience.

I waited the month of November for this deal, just to give Verizon a chance to offer me a better price than I am currently paying. I will save more than $50 a month going with Xfinity right now. The internet is a little slower, but I can deal with that. Like I said, I didn't want to leave Verizon. But I also want to pay less per month than I am paying now at the end of the contract, else I wouldn't have clicked on the Black Friday deal.

[Subielover]

They won't cancel my order or put my pricing back to the way it was. I couldn't cancel on black Friday because it said they were closed when I called. So now I'm in a new 2 year contract at $80 more per month than I was paying before. Chat gave me a # that's supposedly the escalation team but I don't expect much at this point. 

[buffs92]

HORRIBLE!. I signed up for the deal on Saturday.  No confirm email.  Tech never showed up on Sunday when supposed to. I chatted with "Frank" on Sunday who "assured" me the order was placed and that a Tech was not needed.  Now, I get an email stating my order was placed yesterday (Tuesday) for $169.99 per month. It was supposed to be $123.99.  Been chatting now for 30 minutes and been told basically that I am a liar...

[wuh]

Yes, and check your bill for that $99.99 fee for the tech that was "not needed". This is the fee I could not get them to wave due to the "required" tech visit. My speed is increasing 25mbps and they have done this before remotely. Complete money grab and to do it under the guise of black friday deals / thanks for being such great customers...ridiculous.

[LawrenceC]

Hi buffs92,

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.

[JoeG21]

Chat both said the deal was for new customers only, and that the deal I had was only for a different package (so I am both confused and lying?).  It is pretty sad what is happening and I look forward to leaving and reporting this.

[wuh]

Yeah, online chat also tried to tell me it was for new customers only. Funny that the message on my homepage said the deal was to thank us for being loyal customers, right? I got "escalated" as well, but after one response of the same crap, you get nothing.

[Subielover]

Yea that's crap because my offer clearly said same plan, New price! How would it be the same plan if it was only for new customers? They wouldn't have a plan yet.

[wuh]

Dont let this slide, people. Keep on reporting them and spreading word of the issue.  Two days later and still no progress aside from simple generic messages.

[JoeG21]

Chat tells me to talk to customer service over the phone, phone says it was an online only deal.  Its like the circle of life but a lot less fun.