On March 10, 2026 (approx. 3:04–3:14 PM) I accepted a live chat loyalty offer for my Gigabit Connection 2.0 plan. The agent offered and I explicitly accepted:
•$15 Gigabit discount (through March 8, 2028)
•$10 Auto Pay + Paper Free discount
•Additional $25 recurring loyalty credit for 12 months (bringing the monthly bill to $49.99)
•Upgraded equipment to be sent for the best home internet experience
I have full screenshots of the entire conversation, including the detailed bill preview they sent and my acceptance, replete with date and time stamps.
My April 2026 bill arrived at $94.99 (only the default $5 Auto Pay discount applied). None of the agreed credits have been applied, and no upgraded equipment has been shipped.
For context, I initiated the Live Chat by stating Xfinity’s offer includes 1 Gig service for $60/mo locked for 5 years (with streaming perks including Disney+, Hula, and Peacock Premium) and a free mobile Unlimited line for 1 year. The discounts offered by Verizon during the Live Chat were in response to the Xfinity offer. I originally chose Verizon because their final offer beat the competitor at the time.
Given this failure to honor the documented agreement, I am requesting:
- Immediate application of the full $49.99 rate retroactively, with a one-time credit for all overcharges since March.
2. Shipment of the promised upgraded equipment (new router / Whole-Home Wi-Fi components) at no cost, with tracking.
3. Escalation to the Loyalty/Retention team for a competitive 5-year price lock at $60/mo or better (other perks to seal the deal).
I have already paid the current bill to keep the account in good standing. I would greatly appreciate a quick resolution and written confirmation via email or account notes.
Thank you — any help from moderators or private escalation would be much appreciated. I have attached screenshots which are unambiguous of Verizon's offer and my acceptance.
Honestly, I’m unwilling to engage in a protracted negotiation with Verizon after my Life Chat experience, especially when you consider that without any negotiation Xfinity offers a very competitive alternative with a 5-year price lock. The Live Chat with Verizon began with “here are Xfinitiy’s terms” can you match them? I didn’t even ask “can you beat them?"
Screenshot 1: Offer I Requested Verizon to match from Xfinity
Screenshot 2: Offer from Verizon (after initially offering insulting $5 discount)
Screenshot 2: Response to offer (scroll to bottom of pic)
Screenshot 3: Final offer from Verizon which I accepted (scroll to bottom of pic)
Screenshot 4: Acceptance "Customers like you always deserve the best always"
Screenshot 5: Most recent bill via email from Verizon-no recurring discounts or credits as promised!
Screenshot 6: Increasingly sad Shiloh
