Complaint Rating:

Company information:
Verizon DSL
Pennsylvania
United States
www.verizon.com/bestoffer

On Feb. 19, 2008 we responded to a promotion from Verizon, which was a promotion for their DSL high-speed Internet service. The promotion offered three main things: First month free, free modem and free $20 Target gift card. We responded to the ad, went through the on-line sign-up process, and all seemed normal. When the first bill came, Verizon did NOT give us the first month free, they CHARGED us for the modem, and said we would receive NO gift card. When I asked why they were not honoring their promotion, (which I still have a copy of), they said I would have to PROVE that I responded to that promotion. How does one PROVE an online transaction? I still have the "screen shots" of their screens each step of the way through the signup process. I was on the phone for more than 2 hours, talking to a dozen different people. They simply refused to honor the promotion.

Since the initial complaint, we have received calls from representatives of Verizon, both on April 2 and again on April 8. On both occasions, we were told by the representative that the matter would be resolved within 48 hours and that they would call us back to let us know. Both times we received no follow-up call.

During the April 8 phone call, the representative asked us if we would accept the free modem only to settle the matter. I stated to her again, as I have multiple times to multiple representatives from Verizon, that we want the entire promotional offer - as stated - that was STILL BEING OFFERED as of March 31 on their web site, at www.verizon.com/bestoffer.

Again, we have copies of the original promotion, copies of every screen during the on-line sign-up process that verified the offer, and a copy of the promotion as of March 31 that was still being offered despite their claims that it was not.