I'm posting this to see if anyone else has experienced something similar and to hopefully get the attention of someone at Verizon who can actually resolve this.
My family has been Verizon Wireless and Verizon Fios customers for approximately 20 years. We've always paid our bills, remained loyal to Verizon, and have generally had positive experiences—until now.
On November 29, 2025, Verizon emailed us an offer that stated:
"You can lower your bill by $120 for a year. No strings, no kidding."
The promotion was $10 per month for 12 months on eligible lines. Since we have two qualifying lines, that should have amounted to $20 per month in recurring loyalty discounts.
The problem is that the offer never properly appeared on our account.
Beginning in December 2025, I contacted Verizon multiple times. During one of those conversations (December 23), a representative confirmed that the Loyalty Department had been notified, acknowledged the promotion should be applied, documented the account, and even issued a one-time courtesy credit while assuring me the recurring monthly discounts would begin shortly.
They never did.
Since then, I've spent countless hours on the phone with Verizon. Every representative has been polite, thanked me for being a long-time customer, reviewed the account notes, agreed the discount should be there, and promised the issue would be fixed within a few days.
Every time, nothing happened.
What makes this even more frustrating is that the "Loyalty Thank You $10 for 12 Months" discount eventually appeared on the account in May—but then Verizon removed it. My June 2026 bill actually shows the loyalty discount being reversed and taken away within the same bill.
Throughout this process, representatives repeatedly told me to wait for the corrections and credits before making certain payments. I relied on those instructions in good faith. The promised credits never arrived, and the account accumulated late fees and other billing issues that could have been avoided had Verizon simply honored what was promised.
To summarize:
- Verizon offered a loyalty promotion of $10 per month for 12 months.
- Verizon representatives repeatedly confirmed it should be applied.
- Multiple representatives promised credits and corrections.
- The recurring discounts were never consistently applied.
- Discounts that did appear were later removed and discounts that I already had were removed as well.
- I spent months trying to fix an issue that Verizon created.
I also want to be clear that this is not a complaint about the customer service representatives themselves. Every representative I've spoken with has been courteous and professional. In fact, I've consistently given five-star survey ratings because they've treated me respectfully. But apparently, they were just telling me what I wanted to hear.
The problem is that Verizon, as a company, has repeatedly failed to follow through on what its own representatives promised.
At this point, I'm simply asking Verizon to honor the promotion that was offered by:
- Crediting the missing loyalty discounts from December 2025 through July 2026 (a total of $140, based on two lines receiving $10 per month for seven months).
- Restoring the $10-per-line monthly loyalty discount for the full 12-month period originally offered.
- Removing any late fees or other account impacts that resulted from Verizon instructing me to wait while corrections were supposedly being processed.
After being a customer for nearly two decades, this has been incredibly disappointing. It shouldn't take eight months, numerous phone calls, repeated promises, and hours of my time just to receive a promotion that Verizon itself offered.
Has anyone else dealt with a similar issue where a loyalty discount disappeared or Verizon repeatedly promised credits that never posted? If so, were you ever able to get it resolved, and what finally worked?
I'm still hopeful Verizon will make this right, but my patience is wearing thin. Should I just give up and save myself even more wasted time and energy and just switch carriers now?
