Verizon sales and support representatives often keep customers on expensive plans against their requests because company commission structures and performance metrics heavily incentivize high-tier plan retention and upsells.
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You are wrong. If customers ask to change their plan on the wireless side it must be done. There is no commission structure for support. Stop spreading this lie.
@OP is this for the wireless side because FIOS has no contracts, you can downgrade, modify or cancel whenever you want. I’m guessing wireless may have a contract (I forget) but I’ve never heard of being stuck on a plan.