It's the Add-on that simply wont die.... Working with an online Verizon agent in November I updated one of my lines from Start Unlimited to Play More Unlimited 5G. We were a few months into the Free 1 year Disney Plus promo and with the upgrade were supposed to update to the The Disney Bundle (Disney+, Hulu & ESPN+)... However instead of adding me to the "The Disney Bundle (Disney+, Hulu & ESPN+) Included with your plan. $12.99/mo value" I was added to the The Disney Bundle (Disney+, Hulu & ESPN+) $6.00/mo add-on.
No problem right just use the often referenced instructions to cancel this add-on through the manage add-on page and then add the 'right' one.
Oh, if it were only that easy.... it isn't listed in the add on features but this particular The Disney Bundle (Disney+, Hulu & ESPN+) is actually an ***un-killable zombie add-on*** that neither Verizon or Disney can put down.
I have spent hours every couple weeks over chat and phone calls with no success. I have been told I have an escalation ticket assigned (number withheld from this post but I have it) and should have had an update after 2 weeks (that was a month ago).
I am able to go into the offending add-on and am amble to 'cancel it' through the web interface - well it says it does and confirms it saying give the system 15 minutes to have it reflected in the web / account page - but it never actually goes away. I have 'Canceled' it only more than a dozen times since November. I can't add the right one while the old bundle is on the account...
A couple time Verizon referred me to Disney to address saying they can't cancel it for me because it is a 3rd party billed item - never mind the fact that Verizon added the add-on. Disney support has confirmed multiple times that I do not have a third party billed account or anything other than what Verizon manages.
I am about to be billed again for an add-on that should be included in my plan, that I specifically worked with Verizon to add correctly 2 months ago to avoid these exact problems!
So *** approach with caution *** anyone moving from a start unlimited plan to the unlimited plans that include the bundle... you may find you will actually be paying for that free services for months while they 'investigate'... (though to be fair if * after you are billed and pay the overcharge * you can spend an hour over chat to re-explain the problem each and every month and * ask * for a bill credit for the following month, because that is what qualifies as customer service these days???)
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