Hi there,
There has been an issue with my account and services for several months, although technically years, so I was put in contact with the Elite Retention team. During my initial conversation, all the issues were resolved; I was to have the triple play for $79/per month, my telephone line to be fixed (it has not been operable for the extent of time I have been with FIOS at my residence of 3 years) and free premium channels for my troubles and for the years of paying for a non-working telephone and indoor line maintenance I did not require. I had also explained I could not view my account or bills since the inception of my service and was told this would be remedied through systemic changes happening to the website on the whole.
At first my bill seemed to reflect the billing changes but then did not. I could not access my bill to see what had happened. In the interim, I contacted the Elite Retention team again; the woman on the phone confirmed that yes all those changes were to have taken place, but at some point were cancelled and she was unable to change them back. I asked then to talk with her supervisor, who did call me back but has not yet returned any of my calls or email for several weeks. The message said his name was Dave Crookhammer from the Pittsburgh Elite Retention team.