Need help from executives above elite customer services

Question

Below is our attempts to change our services with Verizon FIOS.  It has been an ongoing frustration with different infromation and redirection.  We are trying to get a consistant answer form someone in the customer service division.  Otherwise we will be forces to seek another provider.
This is a copy of our last email to Verizon
Below is a copy of an email to your company on December 3rd.  There was no response to this email and when  we called on to the last offer made to us in writing we were told that it was no longer available.  This continued redirection and misinformation is what one would consider a "bait and switch" tactic.  At this time if we do not get a response to this email by Monday 12/22/14 we will pursue another provider. 
----- Forwarded Message -----
From: {edited for privacy}
To: {edited for privacy}
Sent: Wednesday, December 3, 2014 8:03 PM
Subject: Re: A preview of your order
To Whom It May Concern:
We have become thoroughly frustrated with your customer service and sales associates.  We have talked to them on at least 4 occasions over the last month, and during which times they have made multiple offers and none of these representatives tell us the same story.
     On 10/20/14, we went online requesting pricing for dropping our home phone and TV services.  We were told that they could not offer us anything and asked us to call 800-837-4966 and talk to the Elite Service representative. When we called this number we spoke with Michael who offered internet at 15/15 Mbps for $54.99 a month for 12 months with no contract.  We told him we would discuss it and call back.  He said that would be fine and any representative could make us this offer.
     On 11/18/14, we called back and were told that we could not get the $54.99/12 months with no contract, but we could get an Internet/TV bundle for $52.99 a month with a 2 year contract.  We decided that we did not like this offer and declined.
     On 11/18/14, we called back a few minutes later to try to find Michael and were told that his conversation was not recorded and they did not know of him.  We were informed that we were talking to a call center in California.  The representative apologized for the confusion, and she told us that 15/15 Mbps was no longer available as a speed option and we had to have 25/25 Mbps.  She could only offer this at a rate of $64.99 per month.  She could give us the triple play listed in the email below on a month-to-month basis so that we could decide what we wanted to do.  She also told us we had until 12/19 to make a decision.
     On 12/3/14/, we called the sales center to ask about pricing for a double play package.  The representative said we could not get 25/25 Mbps and could only get 15/15 Mbps.  He offered a rate of $84.99 on a month-to-month contract.  At this point the conversation ended.
Our intentions started as an effort to cut costs by stopping TV and telephone services.  We have been told many different things about what we can get and no one has the same information.  We have been customers for a very long time, but given this multitude of misinformation we are strongly considering leaving Verizon altogether.
I hope that someone can contact us via this email and clear things up.
We look forward to your reply.
Solved!
Go to Solution.

Answer 1

Welcome to the forums.  You're talking to other customers here.
Verizon doesn't communicate with customers by email other than to send order confirmations.  You need to call or chat with them.  For an issue like yours, I suggest you talk to their retention department.  It is reached by calling them and selecting "cancel all services" from the phone menu.
Good Luck.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.