I upgraded my son's phone Jan 11; when I reviewed my account that same day, I noticed that the nurses discount had been removed without warning. I quickly reverified with ID.me, and received a confirmation email letting me know that it would take 2-3 billing cycles to apply the discount. I called to follow up with the hope that there wouldn't be a gap in the discount. I explained that I hadn't received any email indicating that it was time to reverify, the discount was simply removed without notice. Had I not been reviewing my account, I wouldn't have known until the following bill cycle. I also explained that for the upcoming bill I'm being "charged back" the discount. After some discussion, and requesting to speak to a supervisor, this was the result:
- discounts aren't guaranteed
- even though I reverified in February 2023, it didn't mean my discount was valid until February 2024; it doesn't go based off the date of previous verification
- my discount will still take 2-3 billing cycles to verify and I'll most likely need to pay full price until it takes effect
- when I asked to speak with a supervisor I was placed on hold for 10-15 minutes; she came back and indicated nothing could be done at that time anyway since the bill wasn't final. She suggested I call again and make an effort to get a resolution
I've had the nurse discount for 4-5 years and never experienced this type of issue. I'm planning to follow-up via phone call but am curious if anyone else has had the same issue.
