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Customer Retention

Hello all!

I have watched my bill go up twice in the last 10 months to a 30% increase. When I called CS today at the 800-922-0204 number I was basically told that I had an old plan (35+ year customer) and that I was upgraded to a 5G Starter plan that was dropping discounts. Last time this happened I had to talk directly to retention and they had additional plans not available in store or online that we were put on to. Like many others I have a lot of choices today that I did not before and I am willing to talk to someone specifically about my best option but I cannot find any way to contact that group again, and from what I see here it looks like that may not be an option anymore. Does anyone know the direct number for the loyalty and retention group?

Comments

SynthpopAddict

I don't think there is such a department anymore.

As for your legacy plan price hikes, there have been lots of discussions about that in the forums. But you're still getting a better deal than people coming in new, because the old plans have perks rolled into them which you used to get for free, but now you're essentially being asked to pay $5/month for them. The current plans have no perks at all, and often people are told to sign up on MyPlan, where they are required to buy perks at additional cost. All the perks are $10/month or more. If you were to go to some other carrier, the other big companies charge in about the same ballpark as Verizon, so it's not like you're going to save a fortune to go elsewhere, unless you want to use prepaid service or a budget carrier.

Verizon_Support

We are here to help. We sent a Private Message to assist you

~Geo

camackerman

I spent almost 2hrs on the phone today with Verizon. Same issue.

Not only do they not have anyone that can help with lowering the bill, they don't even see a loyalty Discount I accepted last November (through the app) in the system. Severely losing trust. VZ seems to think a couple hundred $s a month increase base on new plan pricing is okay. Those of us that work for a living.... makes a huge difference.

20ishyrCustomer

Hi Verizon, I've been a customer for over 20 years, always on premium plans. I've had an issue since October of last year (2024) where your marketing for device trade ins was misleading. I paid off an old device getting an $800 trade in credit to buy a new device and WAS NEVER WARNED that would stop the remaining credits I was owed. I've spent at least 15 hours on the phone with various customer service groups and keep getting sent in circles, several times I've been promised the remaining credit. You still owe over $500 in credit back to me.

20ishyrCustomer

Verizon used to have excellent customer service. I've been appalled by how badly I've been treated since this started and am looking to move to another service provider at this point.

Verizon_Support

We truly value your 20+ years of loyalty and always want to ensure we are setting the correct expectations regarding your promotional offers, 20ishyrCustomer. Trade-in promotional offers have certain requirements that must be met to receive the discount. Keeping your device payment for the full length of the term is one requirement. If you pay off the device payment early, it will stop the trade-in promotional credits. These terms are provided when you place your order. You can review these here as well, http://spr.ly/6606N3Kbj.

-Danielle

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