Verizon Forward Removed from My Account in Error

[renee9308]

With the end of the ACP, I received multiple emails from Verizon that although the ACP was disappearing, I would continue to receive the Verizon Forward discount without my having to take any action whatsoever -- the gist of these emails was that Verizon would continue the Verizon Forward discount automatically for anyone who was already receiving it, as I have been for the past year or so.

Anyhow, my 7/10/24 bill, the first bill after the end date for the ACP, was correct: the ACP fell off, but the Verizon Forward discount remained.

However, when I look at my next bill estimates, it is clear that the Verizon Forward discount has now also fallen off, effective as of my 8/10/24 bill.

I am currently on my second 30-45 minute call in the past week trying to get Verizon to fix their error and reinstate the Verizon Forward discount.

Both representatives I've spoken with confirm that the Verizon Forward discount has been removed from my account. They don't know why. They suggest I reapply for it, even though this situation is due to an error Verizon made, not me. And when I do try to reapply, a message pops up that

"Verizon Home Services are not currently available at your address, be among the first to know if they become available."

This is obviously wrong because I currently have Verizon Home Services at my address and have had Verizon Home Services at my address for more than a year now.

It would just be nice if someone at Verizon would take responsibility for this mistake on their part and fix it or connect me with someone there who actually has the knowledge and authority to fix it.

[vzw_customer_support]

I know how important these discounts are to our customer, renee9308. I am glad to hear that the first bill after the ACP program expired was correct, and I would share your concern that the next bill is not reflecting the discount. I would be happy to take a look into this, and see what we can do to get it fixed. Since we will need account access, please be on the lookout for a private message from us.

-Joseph