A dispute in our bill is being very poorly handled by Cecil* a "Supervisor" with Verizo...

GetHuman-danovich's customer service issue with Verizon FiOS from November 2018

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The issue in GetHuman-danovich's own words
A dispute in our bill is being very poorly handled by Cecil* a "Supervisor" with Verizon. He refused to look at a Verizon online chat* Ref* *****************. Which explicit states the terms of a new contract which we agreed to. We also offered to email the contents of the chat, and he refused again. *I respectfully request that anyone who can re-instate a $** credit (as documented in the chat) reply to this concern.*The chat with Verizon follows:*Fios renewal contract ****-***Inbox*x**Edward Danovich ******@***.com**Fri, Nov *, *:** PM*to me, Ed**Verizon: Hi! We have lots of options to choose from. Can I help recommend the best package for you?*You: Sure, I’m told I need to renew. How do I go about verifying that my current discounts carry over to my new contract?*Maribert: By chatting with us, you grant us permission to review your services during the chat to offer the best value. Refusing to chat will not affect your current services. It is your right and our duty to protect your account information. For quality, we may monitor and*or review this chat.*Maribert: Hey there! My name is Maribert. Happy to help!*Maribert: Good question! I'll be glad to check the best renewal option available for you.*Maribert: May I know whom the pleasure I am chatting with?*You: Ed*Maribert: Hi, Ed!*Maribert: Nice to meet you.*Maribert: Thank you for your years of loyalty to Verizon!*Maribert: Now pulling up th account for you.*Maribert: As I check here in my end, I noticed that we have ***** mbps, Extreme and phone for $***, right?*You: Our last bill says $*** before discounts*Maribert: Thanks for confirming. Are we looking at the October bill?*You: Yes*Maribert: As I check here in my end it shows as $***.** after taxes and fees. Let us check your bill together so we can verify*Maribert: Kindly go to the billing tab for me.*You: After taxes and fees $***.** correct *Maribert: Thanks for confirming and checking it.*Maribert: I found a renewal option here that would give us ***** mbps and Extreme TV and phone for $***.** bundle and after taxes and fees, the bill would be $***.***You: Is that the price before or after our $** credit.*Maribert: Precisely*Maribert: The said $**.** credit will be applied on your real bill.*You: Then what would our net cost be per month*Maribert: More likely it would be $***.***You: Please verify that with this package we will continue to have the Hallmark channels *** & *** as exist in our current plan*Maribert: Now verifying it here for you.*Maribert: Just to ask, do you have access to the channel *** now?*You: Yes*Maribert: Thanks for confirming.*Maribert: I'm afraid that the *** channel will be removed since this will be a new a version of the Extreme TV plan that would be available*Maribert: While I take care of this for you, let me ask you a few questions to make sure you aren’t missing out on anything.*Maribert: What are your must have TV stations*networks?*You: Then can we keep our current plan which include channel *** or what will it cost to add it to the new plan*Maribert: Thanks for letting me know what works for you. We have the option to retain the current grandfathered plan of Extreme HD and ***** mbps for the amount of $***.** so that you will not lose the said channel.*You: If we choose to retain our current plan at $***.** do we retain our $** credit also making our net cost of $***.***Maribert: Precisely. You got that right.*You: Before we commit to this change can you send this chat to our email account *Maribert: Definitely.*Maribert: Oh, I'm afraid that I can only send a reference number.*Maribert: This is our reference number: ******************Maribert: One option you can consider is to copy and paste this chat to a word document*You: How do we access the contents of this reference number. We’ve referenced numbers in the past which are unable to be located by Verizon causing much grief. We need to be able to have a copy of this conversation *Maribert: I understand that you need to have a concrete proof. This reference number can be accessed by my colleague.*Maribert: One option you can consider is to copy and paste this chat to a word document*You: Will the new cost be effective with the November bill.*Maribert: Yes that is right*You: ok . We will retain our current plan with the new pricing including our current discounts *Maribert: Wonderful!*Maribert: Let me generate an email for you to confirm*Maribert: What is the best email to send it to?*You: *****@***.com*Maribert: Thank you so much*Maribert: Please give me a minute to generate an email for you to confirm*Maribert: Please access your email now and once the order review looks good kindly hit continue and proceed to the agreement part for me to finalize it here*Maribert: Kindly give me a heads up once you are done.*You: Please confirm that in our records it show the $** credit will continue to be applied. It does not appear on the contract sent.*Maribert: Yes, it will apply. Given the fact that the email I sent it only an estimate*Maribert: Please expect for the $** credit to apply on your real bill*You: thank you. We hit I agree*Maribert: You are welcome, Ed.*Maribert: Thank you.*You: thank you*Maribert: You are welcome.*Maribert: All set here, Ed. Any further questions for me?*You: no.*Maribert: Thank you so much for your time, patience, cooperation and understanding. You've been awesome! Have a great day and take care always. It's been a pleasure to chat with you. Hoping I have given you a * star service.*Maribert: If you need assistance in the future, visit us anytime on the My Fios App or at Verizon.com. Thank you for chatting with Verizon. I hope I provided you with * Star service!*Sincerely, Ed Danovich
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Verizon FiOS

Customer service issue
Reported by GetHuman-danovich
Nov 26th, 2018 - 9 mons ago
I have an issue with Verizon FiOS too
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GetHuman-danovich started working on this issue
Nov 26th, 2018 11:42pm