Verizon Fios
Undisclosed Outlet Installation Fee Despite Free Installation Promotion

I signed up for Verizon Fios TV and Internet service through an online bundle promotion. As part of the promotion, I received free installation. There was a disclaimer that stated if outlets needed to be installed, I would need permission from a landlord unless I was the homeowner.

Upon receiving my first bill, there was a service fee (1 of 3) for outlet installation. This fee was never disclosed during the installation or subscription process. When I called Verizon Customer Service, I was told that if I had called to sign up for service, rather than subscribe online, this fee would have been explained to me. I escalated my complaint and was finally told I would be transferred to someone in "Fiber" who could help me.

After another 30 minutes on hold waiting for "Fiber, " the phone system hung up on me. In total, I spent an hour going through a rep, an escalation supervisor, and then holding for someone in some unknown division for which there is no direct number. Meanwhile, I'm still stuck with 3 months of charges for a fee that was never disclosed.

This is a deceptive business practice and, had I not signed a contract, would prompt me to disconnect my Fios service and move to another provider. I am also not hopeful for finding a resolution considering my phone experience with customer service. I plan to file complaints with proper federal regulatory agencies and am putting the word out to everyone I know: don't choose Fios!

Company: Verizon Fios
Country: USA

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