Verizon — Another Satisfied Customer /s

I recently had the pleasure of dealing with a Verizon (Verizon News) Customer Representative in regard to my FiOS account. The amount of f**ks that the representative did not give in regard to keeping my business was so laughable, that I felt the need to document and share. enjoy.

  • Live Chat Transcript
  • Welcome to Verizon Live Chat
  • Your chat ID number is <removed>.
  • Chat Subject:Residential (Upgrade / Change Service)
  • Your Question: I’m seeing an offer for Fios Triple Play for 100/100 Mbps Internet + Custom TV + Phone for 69.99 with no annual contract. I am currently on a double play for 75/75 Mbps Internet at 89.99 a month with a newly minted 2 yr contract. I want the lower rate and faster internet and no annual contract.
  • Thank you for your patience, An eCenter chat expert will be with you shortly.
  • Agent Wendy has joined. (12:53:20)
  • Wendy : Chat ID for this session is <removed>. (12:53:25)
  • Wendy(12:53:25): Hello. Thank you for chatting with Verizon. May I have your first and last name please?
  • Milton(12:53:30): Milton
  • Milton(12:53:34): <removed>
  • Wendy(12:54:29): That offer is a promotional offer for brand new FiOS customers. As an existing FiOS customer, you would not qualify for that offer.
  • Milton(12:54:38): Here’s the issue, Wendy
  • Milton(12:54:59): I just signed up for that contract 5 days ago, though I did not have an annual contract prior to that
  • Milton(12:55:03): I still have 14 days to cancel it
  • Milton(12:55:22): I am intending on doing so, so that I am no longer an existing FiOS customer
  • Milton(12:55:26): and then signing up again to get the offer.
  • Milton(12:55:39): unless you can bypass that by just fixing it for me
  • Wendy(12:56:04): As an existing customer, I can not provide you the offer you are referring. That is only available when you order brand new service.
  • Milton(12:56:25): well then that would qualify if I move back to Comcast then is what you’re saying?
  • Wendy(12:57:05): Comcast would not have anything to do with your eligibility for new customer offers.
  • Milton(12:57:25): well if I was not a FiOS customer any longer, and became a Comcast customer again
  • Milton(12:57:36): I would effectively be a new FiOS customer when I signed back up
  • Wendy(12:58:41): Once you cancel, it would be a minimum of 6 months before you would be eligible for new customer offering. You would have received the new customer offer that was being provided at that time you signed up.
  • Milton(12:59:09): okay. that sounds fine actually. I could bounce back and forth on your two services before you hike the rate up after the first year.
  • Milton(12:59:26): or, you could just fix my rate to match this
  • Wendy(12:59:41): Again, as an existing customer, I can not change your offer.
  • Wendy(12:59:51): You would have had to have select that offer when you placed your order.
  • Milton(13:00:03): Wendy, not trying to give you a tough time but I must say I haven’t gotten great customer service here.
  • Wendy(13:00:10): Once you service is installed, your offer can’t be changed.
  • Milton(13:00:10): I didn’t have an existing contract I was locked into
  • Milton(13:00:12): and 5 days ago
  • Wendy(13:00:22): I am sorry, you are requesting something that we can’t do.
  • Milton(13:00:27): I was told that the cheapest I could get for 75/75 is 89.99
  • Wendy(13:00:32): You would have to have changed your plan before your installation was completed.
  • Milton(13:00:33): here I see an offer for 100/100 at 69.99
  • Milton(13:00:42): and I still have 11 days to cancel my plan
  • Milton(13:00:50): since I have 14 days before I am locked in for good
  • Milton(13:00:58): so right now you’re not offering me any incentive to keep this plan
  • Wendy(13:01:18): There is no further incentive offers available.
  • Milton(13:01:27): okie dokey. can we cancel my plan todya?
  • Milton(13:01:33): today*
  • Wendy(13:01:43): Sure, what is your account number or the contact telephone number that you provided us on your account?
  • Milton(13:01:52): I’ll get that information for you
  • Milton(13:02:02): telephone: <removed>
  • Milton(13:02:24): my order number from less than a week ago when I was locked into a horrible contract is: <removed>
  • Milton(13:02:34): and my account number is:
  • Wendy(13:04:35): The service will be disconnected today. You have 30 days to return our equipment. It can be dropped off at a Verizon FiOS Store or I can mail you a return kit.
  • Milton(13:05:53): which equipment specifically needs to be returned?
  • Milton(13:06:05): there is a terminal in my living room.
  • Milton(13:06:49): FYI — I paid for the month in full already
  • Milton(13:07:02): so to be clear, you’re terminating the contract but the service will be available until March?
  • Milton(13:07:08): excuse me, April?
  • Wendy(13:07:13): You will need to return our router and TV box.
  • Wendy(13:07:23): Terminating the service is going to cancel the service completely.
  • Wendy(13:07:38): You won’t have service after it is terminated.
  • Milton(13:07:44): so what happens to the $170 I paid 5 days ago
  • Wendy(13:08:15): After you cancel, any credits due for unused service will be applied to your final bill.
  • Milton(13:08:32): what final bill would that be? since I paid for this month..
  • Wendy(13:08:47): There is no way to confirm what the final bill would be until it generates.
  • Milton(13:09:24): okay — so before you process that, since I have another 11 days before I’m locked in completely and some time to get Comcast in there. Let’s hold off on doing that today
  • Wendy(13:10:54): I will cancel the order to disconnect your services as you originally requested.
  • Wendy(13:10:59): Is there anything else I can help you with today?
  • Milton(13:13:29): Possibly a company statement as to why my subscription to verizon is worth so little to the organization that they are not willing to price match a loyal customer who is fully paid and has never been late on payments, or at least upgrade the service to be at parity with what I am being targeted with advertisements on the internet with
  • Wendy(13:14:39): I will be happy to forward your feedback.
  • Wendy(13:14:45): Is there anything else I can help you with today?
  • Milton(13:15:12): haha. great. this won’t end up on the internet as a shining example of Verizon customer service or anything like that.
  • Milton(13:15:22): no, thanks, Wendy. Appreciate it
  • Wendy(13:15:27): Thank you for chatting with Verizon.
  • Your session is now closed.
  • It was a pleasure to assist you. Your chat session has ended. Thank You.
  • EXIT PRINT