This is my issue: I am being billed at the wrong contracted rate for my new bundle services taken out in Dec 09 - I wrote in to Verizon as well as spent over 26 hours in total trying to deal with this issue both by phone and email. Here is a copy of the letter to them
Dear Sir/Madam
Re: Order 12/10/09 ORDER # OF4052799 Bundle High Speed Internet & TV (drop phone service)
I am writing to you in desperation after having spent over 21 hours
on the phone with Verizon billing concerning the above order. My 2 year contract was
coming to an end Dec. 23rd 2009 and I knew I would lose all discounts. I wanted
to be proactive as I was looking for the best deal with various
companies.
I phoned in to Verizon 10th December and spoke to a rep explaining I was shopping
around and looking for a low monthly fee - I asked him if he would offer me an
incentive discount if I took out the Internet & TV bundle and dropped the phone which would be $84.99.
He told me that as I would be a new customer on that particular bundle he could
offer me $15 off monthly, taking it down to $69.99 monthly; he then put me on hold and came back saying he would discount me a further $10 monthly for my two
TV boxes. So my monthly fee would be $69.99 plus taxes and fees.
(The phone service was dropped as I had already arranged for a magicjack
for my home phone service).
I then told him I wanted something concrete to refer to concerning our contracted
deal; he told me that as long as I quoted the order number OF4052799 the agreed rate and the agreed services would show up. I phoned in three separate days to ensure these discounts were put in place. I was assured they were.
I paid $82.57 Dec
I paid $62.83 Jan
I paid $61.95 Feb
I had presumed this lower charge was because of the adjustment credit
from December 10th - December 23rd (when I dropped the phone service). All was well until I received an email cash bill last week informing me I had a bill
of $252!!! I was astounded as I had been paying my paperless bill online. After having spent literally hours and hours trying to explain the mess up, I finally got to speak to a supervisor today who told me that the phone had not been disconnected and that I was never offered any discounts on the $84.99 package.
I can assure you that i do not lie and i am not making this up. I was given the $84.99 package for $69.99 with the two boxes free. I did not chase the discount - i phoned in several times to make sure this was real and that i definitely was going to get the discount - i was told on three occassions by phone that the discounts were there - order # of4052799.
The Supervisor last week told me that I was never promised these discounts - and I was made to feel like a neurotic idiot. I am an educated person and was highly offended by this lack of belief in what I was saying. I was so annoyed I asked to be removed of all services but she said that would cost me $176.
Although I have now been credited for the money I paid for the phone (which was kept active) that is not the point. The point is the contract I took out with Verizon had no phone service, it was for the TV and High Speed Interent Bundle and at a rate of $15 of $84.99 with two boxes free - no other charges. They are now charging me the full rate of $84.99 PLUS $10 per month for the boxes. This is $25 per month more than my contracted deal with Verizon!
I feel very, very annoyed - enough to take this to court. Iknow exactly what I was offered and I believe the reps. Namewas Trevor when I took out the order on December 10th.
The supervisor Becky, told me the phone service was not dropped on december 10th order #OF4052799 and that I was offered $15 discount was for the phone service. To reiterate, the phone was dropped and i ordered the bundle of tv and internet because i was offered $15 discount and free boxes monthly. My old verizon phone number was never used again. It is clear to me that there has been a complete mess up with my order, but I am the one who has to pay for it - over 12 months that works out at $300 more than my contracted arrangement.
It is not my fault the notes say I wasn't offered the discount. I know what I have down in my own notes. I know was said to me by phone reps differs from the email contacts. I have tried to explain but there doesn't seem to be any continuity. I have
spent 26 hours trying to get this sorted out. This is not only unprofessional, to blame the customer, itis also grossly unfair as it is my word again Verizon staff.
I look forward to hearing from you as soon as possible with your ideas on how you can sort this out for me. I am now roped into a financial agreement with rates I did not agree to. As a writer and communicator by trade, I make sure I am communicating and understand with accuracy and acuity. I know what was offered and the contract details.
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