After dozens of solicitations in the mail from Verizon, on December 6, 2011, I ordered the...
The internet worked the same day I ordered it, but my bill never reflected the change in service. After numerous phone calls and online chats, I finally persuaded someone to send me an email stating in writing that I was to get those services at that price (cut and pasted below).
From: "Schnur, Adam J"
To: "fvanlunen@yahoo.com"
Sent: Friday, January 27, 2012 5:12 PM
Subject: Verizon Order Information
Services Ordered:
Triple Play: FiOS Digital Voice Unlimited, FiOS Internet up to 15/5, FiOS TV Prime HD, 2011 NATIONAL $99.99
Promotions
$10 per month credit for 24 months
$5 off for 24-Month Term Contract Discount
$5 off for 12months Valued Customer promotion
Bundle total $79.99 (before equipment, premium channels, taxes, surcharges, VOD and PPV)
Adam Schnur
Mid-Atlantic Retention Team Lea
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Two weeks ago, the internet stopped working. During subsequent calls and, I have been informed that I do not have internet ordered (even though I have a written confirmation notice dated 12/6/2011), but that I can add it for $99/month rather than the $79/month as it was originally ordered. Even though I have an order number, I am being told that the system has purged it. I don't understand how they can deny me the deal they offered. Thanks for any helpful suggestions.
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HappyToHelpMomma
I love my job and love to help!
Hi,
Sorry to hear about your problems. I have a suspicion that your original Internet order went through as a stand alone product versus a bundled product. That would account for the incorrect pricing and the billing issues.
What you need to do is speak to a representative. Explain to them that you have the order number and this email. If the rep refuses to honor ask for a supervisor.
It is def doable though so do not take no for an answer. There are reps with special capabilities to add this.
If all else fails ask for the presidential complaints address. They will most def take care of the problem -- it will just take longer.
Hope it helps.
:)3 comments1 other expert is backing this answer
Faith
Faith
I am happy to report that your advice worked! I was ready to give up and switch carriers, but we perservered thanks to your supportive suggestions. We not only got them to honor the original terms, but they also agreed to a better cable package for one year.
I can't believe that after four months I have finally received satisfaction. I can't thank you enough!
I love my job and love to help!
HappyToHelpMomma