My FiOS bill recently went up $8. Yes, big money. My plan online service still shows the correct price though I was billed the "new" price. The billing rep, who was very nice, offered to move me to a new plan, which would either be more $$ with less service, or allot more $$$ with a little more service (speed). I asked to speak to a supervisor as I could easily get a better rate from another provider.
I was transferred to the "Manager" of the retention team, or whatever the fancy name is that they call themselves. When I asked why I was not notified of the rate increase, I was told it was on my bill. I have paperless billing, and asked where it would say this. I was told I would have to download the PDF to see this. So Verizon can send me a number of emails about different things, but raising my rate only is only on the paper or PDF version of my bill. Also, the notice is ON THE SAME BILL AS THE NEW RATE - this is NOT a notice. A notice is telling me 3 months ago that this would happen, and I’ve check my other PDFs, there is nothing there about this.
The "manager" went on to tell me he could lower my service and credit me a few dollars so the bill would be the same, or put me on a higher server and rate plan. My plan was grandfathered and no longer offered. He then went on to tell me that my wireless provider could do this as well if I wasn’t under contract. Odd, I’ve been on the same plan with ATT for about 10 years, and have been out of contract a number of times and didn’t have that problem. I said I will have to look another provider (I stated the C provider), of which he then made sure to tell me that they stink, I will have lots of problems with them, and Verizon is not concerned with the price of others because they are number one, and if I wanted the lower rates, maybe I should switch to them.
When I asked for a supervisor, I was told he was the top of the food chain. I was not aware I was talking to the Verizon CEO. So if anyone above the retention team reads this, I think you need a new retention team, because the attitude and unhelpfulness is something I don't need to deal with right now. In the meantime, I guess I’m going to call for a deal that gets me faster service for a cheaper price, and in 12 months when it goes up, it will be the same price I’m paying now for Verizon. So much for retention.