Placed a new order for one price and got billed for another

Question

My 2 yr contract with Verizon is up in early September. I wanted to give Verizon a chance at retaining me, so I called up and spoke with a rep. There was a little back and forth until I accepted the final price she offered me. I was paying $84.99 a month plus taxes ($8.21)  which brought it to $93.20. The new price was going to be $94.99 plus tax which I assumed  whould bring it to $103 to $104. I get an estimate email which STARTS at $104.99 plus $18.66 in taxes for a total of $123.65. Twenty dollars more than what I should be paying. I call right back (within an hour) and they could not get the agent back I spoke to that made the deal. Another agent could not get me the price I was promised, but sent an email to the agent who made the deal to have her call me today. The call never came. Verizon... your customer service is the worst of ANY company I have ever dealt with. I called them back after it was apparent that that call would never arrive  and the next agent offered me a package with LESS in order to get the price back to where it was already promised.. I CANCELLED the order.  Verizon you tried to blame my browser for my being unable to pay my bill online awhile back (it was not the problem...you were) and now this. I gave you another chance and you tripped over your tried and true bad customer service once again. Next month I will be switching to Time Warner...where they actually have an office in this city where I can go and speak to somebody in person.

Answer 1

It leaves a bad taste in your mouth.  I had this on line agent promise to send me a replacement router at no extra cost, the order was never put through....come to find out that Verizon doesn't give out free routers.  So the agent lied and meanwhile, put in all of these other upgrades that I never requested, that I had to ask another agent over the phone to get rid of!  And when I tried telling this to customer service, these other agents acted like they knew nothing and went on saying that nothing about that was documented in their notes.  I told them that somebody needs to review the transcript from the on line conversation because it's all right there!  You have a right to know what you are going to be paying too.  I've been fine with understanding their estimated bills upon renewing my contract but it can be confusing.  It's very true that they don't follow through with their communication toward customers and they need to explaing things better.  They need to stop with these constant apologies, rerouting your call all over the place, and do their jobs.  I find that a lot of these reps have an attitude. The sad thing too is that this is only a step above Amazon.  Amazon has awful customer service and sells defective merchandise. If you think you can do better with Time Warner, then go for it.  I don't have that option here.  But it's your time and money and it's a service that you're paying for.