I have been the victim of bait and switch on my Verizon Fios bundle. When I renewed my two-year contract last fall, I was promised that my valued customer discount would continue at $20/month (authorized by a supervisor named {edited for privacy}). For the first three months, the discount was manually applied and was then supposed to be put into “the system.” That didn’t happen. During repeated phone calls with frontline and supervisory personnel (each involving lengthy hold times), I was assured that my record did indicate I was supposed to receive the discount. Each time I was told there was a problem with the “system” and that it would be fixed. And each time that failed to happen. During my most recent call two months ago, I was told by a supervisor, {edited for privacy}, that he could only apply the discount for 12 months (for reasons that were not clear), but he promised he would do so and that the discount would show up on my next bill. Two months later, the discount still has not been applied. In short, I was sold a two-year contract that included a $480 discount over the life of the contract but was only credited for $60. At this point, since numerous Verizon personnel have either been unable or unwilling to help me, my question is simple: where do I go from here? Should I file an “executive complaint” with Verizon (and, if so, how)? Should I contact the Maryland Attorney General’s office? Should I take the story to the media? Any help would be appreciated.
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