In August, we moved to Virginia. We set up our phone service, which is also through Verizon. I called in about adding a service to my phone and was offered the DSL for $29.95 with the first 30 days free. I told the rep that I would think about it. I called back in early September and ordered the service. I verified with the rep that I would receive the first 30 days free. I got my first bill and was billed for it! I emailed Verizon and got a response that the 30 days free was for those who signed up online. I emailed back and forth and finally decided to call. The rep told me that actually the 30 day free offer was only for people who signed up online.
I told the rep that I was considering cancelling the service because of the hassle I was having. Because of the confusion, she offered the next month free. She also said that it does come with a "30 day money back guarantee". I asked what date I had to cancel by in order to be within my 30 days and she said October 14th. On October 14th, I decided to switch to cable, mostly because of the poor customer service. I called in and the gentleman hassled me about wanting to cancel at all. I told him that I was unhappy with their customer service and was switching providers. He continued to hassle me saying that I was getting good service because I was offered the next month free. I told him to just cancel the service and send me the mailing label to send the modem back to them. The label came, as did my next bill.
I sent the modem back in but saw that I am still being billed for the first month. Today I called in about the bill and I think I got the same rep on the phone. He said that I was not within the 30 days and I have to pay the bill. He insisted that the 30 days was up October 13th, not 14th. I told him that I had verified the date with another rep previously. He said that "cut and dry, the 13th was the 30th day". I asked to speak to his supervisor. He came back on and told me that there wasn't one available and wanted my call back information. I told him that I have worked in a call center and know how it works and to just get someone for me to talk to. He said that there wasn't anyone but him to talk to. I told him that he could not resolve my issue, so I needed to talk to someone else. He refused and said that someone would call me back. I told him that I wanted a call back today. He said that he would put an urgency flag on it. I do not expect to get a call back.