Last week I called Verizon to see about getting tv under my plan. This would be the tri...

GetHuman2158117's customer service issue with Verizon Wireless from February 2019

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The issue in GetHuman2158117's own words
Last week I called Verizon to see about getting tv under my plan. This would be the triple play. My wife and I had a list of channels that we needed. The channels were told to the agent and the agent responded that we could get all of the channels listed except the DIY channel with this premium package. We told the agent that we could do without the DIY channel so she said there would be a *** dollars instillation fee. We told the agent that we would not accept the offer with the fee. She worked her magic and said she would get rid of ** dollars from her end and post a ** dollar credit to our current bill. Therefore our next bill would show a **.** charge for the month. That would take care of the installation ion fee. She also stated that because the setup fell between billing periods, we would have a **.** dollar charge to cover those days. We agreed. With the plan that she stated our bill for the triple play taxes included would be *** a month. Since, that was ** dollars less than what I was paying with Verizon and Direct TV, we said it was a go. We have the list of channels that we needed and were told that yes all of these channels except the DIY were in this plan.*Tuesday February *, the installer came and hooked up the TV. Upon checking the channels that we received, my wife said this does not include the golf channels. The installer said that the golf plan does not come with this package. He stated that for ** dollars more a month we could get it. We said put it on and we will talk to the agent that sold us the wrong package. That would straighten it out. After the installer left, we got an email telling us that our bill would be *** dollars on out next payment. We decided that was not what we were told and called to cancel the service. After a lot of talking and trying to keep us, we said no cancel. This was ** minutes from the time the installer had left our home. The agent gave us the order number and told us where to return the equipment. Today, February *, **** we went to the Verizon store and were told that they could not take the equipment because the account had not been closed. The store agent got the cancellation department on the phone and the agent did not want to cancel the plan that as far as we knew was cancelled on February *. He kept trying to give me deals that he said included the golf channel and DIY. However, the list of channels was not in our presence and we had already went back to Direct TV. Finally, he stated that their would be a *** dollar cancellation fee. I said, there should be no fee because we were misled by your agent so the contract was actually a misrepresentation of facts. So here we are in this awful position of being charged for something that we were told as the deal only to be given a false deal. This letter is going to the CEO of Verizon Mr. Hans Vestberg also to the Fair Trade Commision and to the Consumer Protection Agency and to my lawyer if needed. We can be reached at *****@***.com and by phone ***********Note: At no time when we called to cancel on February * were we told that there would be a *** dollar cancellation fee so when we were talking to Verizon at the Verizon store, this was a shock! *Now we have been a Verizon customer and it’s presecessor for ** years. Not once in that time have we ever missed a payment or were late. We were standup customers and now it is time for Verizon to be a standup service provider. Thank you. Ron and Gail Dexter
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Verizon Wireless

Customer service issue
Reported by GetHuman2158117
Feb 7th, 2019 - 3 mons ago
I have an issue with Verizon Wireless too
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Seen by 4 customers so far
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Feb 7th 9:35pm