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Returned to verizon / winback / need advice

Hello everyone. I will try and make this brief, but just needing some advice.

Ported out to ATT on 9/25 because it would drop my bill from 240 to 105 with ATT switch discounts, BYOD and fiber bundle discount. Found out that with my commute that ATT service drops frequently and the service was not great at my house.

13 days later, I reached out to verizon customer service and ALL THREE times I spoke with the agents (once via a call, twice via the texting) they confirmed that since I was returning within a short time window that my account would be reactivated with old plans, perks, promotions and discounts. They had trouble porting the numbers back because the order was incomplete in their system.

The next day, I was transferred to a "port specialist" who was finally able to port my numbers back and he also confirmed that how it works as well but he couldn't process it on the plans side and I needed to call back in 24 hours to speak with customer care.

I have been on the phone with 3 agents, texted with 5 trying to get this worked out and was finally told they would have to "escalate" my case to bring back my old plans, etc.

Currently stuck on newer plans without any promotions, perks or discounts. I had a full device retail promo, a 60 dollar per month loyalty discount and the grandfathered free disney, free apple music and arcade at the time of leaving.

Yes, I understand this is my fault for leaving and trying to return, but I did confirm multiple times how the process would work before porting back - I tried to inform myself as much as possible.

Just curious if anyone has ran into this and any advice on resolution because I feel like this is one of those "gotcha" moments.

Thanks so much.

Comments

SynthpopAddict

Oh man. If your account is currently showing something other than what you used to have, then whomever ported you back in didn't do the "winback" correctly. Not every agent knows how to do a "winback" and it seems a matter of luck with getting the right person. You will have to keep wrangling with Verizon about this, because otherwise any device balance(s) you had on the old account are going to come up in the system somewhere and then you'll get a bill asking to pay off the whole balance due because the system thinks you've broken a contract. I had thought legacy plans weren't eligible for promotions, but you obviously had one from your earlier post.

It would help if you know your old account number (Blue Logo Place would have needed it to port you in, so maybe they've got some record of it, if you didn't note it when you ported out), because someone at Verizon needs to reactivate your old account and close the new account you currently have. Your old account stays in "winback" status for I believe 45 days and after that, it's just plain closed. Good luck. Would recommend trying tomorrow with contacting Verizon, as today is a major holiday.

bell239

Every one must check Home & Working office are both working good, before to switch carrier. Verizon is best service everywhere....

daviddav09

Hey! Thanks for the reply, but not super helpful. Going by coverage maps, ATT should have had similar service to verizon, but unfortunately wasn't the case. So, I did check before changing over. cATT has a trial program, but its been down for months and wasn't available for the weeks leading up to the port. And verizon isn't the "best everywhere", but in our location, that may be true. Thanks though!

daviddav09

I believe it was initiated correctly, because the new account was created as a "subaccount" that was off by 1 digit from the old account. Every agent I have spoken with can see that, but doesn't seem to have the power to merge and/or do what I am asking and/or what i was informed would happen. I may have to try and push for "retention" people. I had a problem a few years ago and they fixed it. I'm on year 18 of being a verizon customer, so surely someone can do something. I'm still under 20 days from the initial port out.

SynthpopAddict

Thanks for the info. The issue then is simply that whomever you've been working with can't get your old plans back because they aren't available any longer to new customers at least, so someone did the subaccount thing as a workaround, but what they really need to do is get rid of the subaccount and just give you back the main account. As for the "retention" department, am not sure if that's still around. If you aren't having any luck getting a resolution directly, you may have to try a 3rd party source who specializes in consumer concerns. But if you have not had anyone escalate the issue by putting in a ticket, I'd try that first.

P.S. - Blue Logo Place's free trial option hasn't been working for months? Yikes. In my own experience, sometimes the free trials still aren't completely accurate and you really won't know what you're going to get until you actually sign up...

daviddav09

I did read somewhere that retention may not be around anymore. It was a while back when I had to deal with them. Truly appreciate the reply.

Verizon_Support

Hello. I will be happy to check on your escalation for you. I will be sending you a private message.

-Erica

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