Bait and switch. The offer I agreed to was a Black Friday triple play deal for **.** (k...
GetHuman-dmaru's customer service issue with Verizon FiOS from November 2018
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The issue in GetHuman-dmaru's own words
Bait and switch. The offer I agreed to was a Black Friday triple play deal for **.** (keep my current package). After submitting my offer it increased to $***.** for the offered package. After starting * different text chats with customer support today, the *th person was finally able to somewhat help me. All he was able to do was roll back the order I made last night and gave me a phone number to call to try to get the package I was originally offered. After waiting over and hour for a representative to get on the phone, the representative was nothing but unhelpful. First, after telling her about my issue above, she asked me how much I wanted to spend monthly and then tried to upsell me to an enhanced DVR package. Not quite sure why. After declining that I repeated that I was trying to claim the **.** triple play Black Friday package. That’s when she told me, after putting me on hold a few times, that I didn’t click the right offer on the screen during my order process and must have chosen a higher package. (I did not click on the wrong offer. I have a screenshot of my pre-confirmation page.) After telling her this definitely was not the case - and referencing these very Fios forums - she admitted there must’ve been something that went wrong. That’s when she claimed that I have not been a Fios subscriber for long enough. I have been a paid Fios subscriber for over a year (and a current Verizon wirelesss subscriber for many many more) and if that is the case then why was I presented with this offer? After asking for a manager she put me on hold and told me that she was unable to find an available supervisor. She asked if there was anything else that she could do and I asked her to let me tall to a manager. After much hesitation she told me she would have one call me back in a half hour, after asking me for my phone number which seemed strange because you already had that info. After twenty minutes passed, the same customer service representative called me back and said that her manager still was not available but that he told her what to do. She acted like she had a great deal for me and had it all figured out. This got my hopes up, but I ended up shocked. She offered to keep my price the same as it currently is but to DOWNGRADE my internet from Gigabit down to *** Mbps instead. Overall this experience has been completely unacceptable, but that part was really the cherry on top. When I first got this offer from Verizon I was pretty happy to continue my service with Verizon, but this experience has really left a poor taste in my mouth with no resolution in sight. I’ve been trying to get this resolved for at least ** hours between yesterday and today.
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