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Why won't Verizon honor their on-line price
bh1953
Member

Verizon online shows an "more everything" plan for a basic phone for $20/month access and $5 for 700 minutes. The $20 is shown as a discounted price from a "normal" $30/M access.  Bottom line: Even though this discounted price has been on the website for some time, Verizon says it is a mistake and will not honor it.

I found this out because of this: We had a family shareplan for many years, with 2 lines.  The plan was tied to a primary phone number. In July 2014 I decided to change and tie the plan to our second phone number, in art because we were contemplating changing our provider for one phone, and we wanted to transfer that number to the new provider. Verizon's customer service walked me through the steps online (because without help you could never figure out how to do that), and it looked like that worked.  About a month later we suspended that phone number and transferred it to a new provider. Everything worked so far.  I wanted to go through these steps accurately because Verizon does not offer that "family shareplan" anymore to new customers, but I did want to retain the plan if at all possible.

I then monitored the account to check and whether Verizon picked this change up on the billing side. The first month it did not, but I since the transfer occurred a few days into the billing cycle, I decided to wait a month and see if it was subsequently adjusted. The second month's paper bill (ending 10/20/14) reflected the dropped line, but did something strange -- it charged me for the second line access fee, but did not charge for the monthly plan.  Exactly the opposite of what should have happened. On Friday 10/24, I checked the bill online and it was still showing that billing status.  I decided to re-look at new plans since it looked like Verizon might not be able to figure out their own billing mistakes, and I didn't want to continue the problem.  Prepaid basic (no contract) was $35/month for 500 minutes and 500MB of data (why data, with a basic phone?).  Single line plans did not seem to be available for a basic phone. The "more everything" plans did allow basic phones, and for the $20/M and $5M price combo mentioned above, for 700 minutes (and no data). It states the $20/M access 4 places on the web page. However, when you try to continue, it tells you that it cannot complete the transaction online, and refers you to a customer service.

Calling customer service, he looked at the current bill/plan and said that I had $62 of overages. What?!  I looked, and sometime in the 2 days since Friday, the online bill had changed to include these overages through 10/20.  How can Verizon unilaterally change my plan, and then retroactively add charges?  Because verizon had cancelled my plan and charging me The rep recognized the problem but could not change it without talking to a supervisor. I mentioned then that I would be willing to go to the $25 more everything plan if that would help with the resolution. He said that it would help, but the $20/m access charge was not correct, and Verizon would not honor it.  If I wanted to keep my old plan and get the overage charges reversed, he would have to submit a ticket to a verizon "offline" group, but he could not guarantee the result.

Summary:

Verizon has unilaterally cancelled my plan, with no notification.

Verizon retroactively charged me (and continues to charge me) 45 cents per minute.

Verizon will not adjust my bill, nor change the billing for my phone, until some "offline" board decides whether they want to allow that or not (there is no clear access to this entity or process).

Verizon refuses to honor the "more everything" online price for monthly access for a basic phone ($20 + $5 for 700 minutes).

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Correct Answers
Re: Why won't Verizon honor their on-line price
Not applicable

Ann if it's not available to everyone why is the new $20 price CLEARLY listed in their FAQ? It seems Verizon needs to train it's employees better.

DEVICES
Monthly Line Access
(per device)
Smartphones$40
Save up to $25 off Monthly Line
Access for smartphones with Verizon Edge
Basic Phones$20
$20
Tablets$10
Connected Devices$5

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Re: Why won't Verizon honor their on-line price
SuzyQ
Sr. Leader
Sr. Leader

bh1953 wrote:

Verizon online shows an "more everything" plan for a basic phone for $20/month access and $5 for 700 minutes. The $20 is shown as a discounted price from a "normal" $30/M access.  Bottom line: Even though this discounted price has been on the website for some time, Verizon says it is a mistake and will not honor it.

This is something I've been wondering about myself ... we have 4 lines (2 smartphones in contract, 2 basic phones out of contract) on the old Nationwide plan.  I've been considering moving to MORE Everything.  We'd save about $10 - BUT if the basic phones are only $20, that's a $30 a month savings... well worth the move.  I just can't get confirmation that we'll get the $20/line for those basic lines - it shows it on the web but when I actually try to get the plan, the line fee is $30 each.  And it says my plan is no longer available so I have to call CS to make changes; it won't let me switch over myself.

I called customer service - they quoted me the $30 per line, and said there currently IS a promotion for $20/line access for basic phones.  I was put on hold while they were checking my "eligibility" for the discount ... and got disconnected.  As I was trying to call back in, the agent I was speaking to actually called ME back!  Here's what I was told, and what I did - the $10 per line basic phone discount eligibility is based on years of service--like a "loyalty discount".  We've had those lines for many years, 5 yrs on one and 15 on the other.  So the $10 discount per basic line may not be available for everyone - and the website says nothing about that, or how to get the discount.  I think it's misleading how it shows up on the "build a plan" - with no explanation or qualifications....

The rep said she was able to switch me over to MORE, and get me the discounts, so we'll see how the next bill looks, and if there really is a discount and savings.  If, for some reason, the discounts don't come through, my bill will be about the same, with the "bonus" of unlimited minutes instead of 1400, and a reduced, shared data bucket that will be manageable.

Within minutes, I got a phone call survey asking for feedback...which I provided.  Pending what my next bill looks like, I may be calling in again!!

Re: Why won't Verizon honor their on-line price
Not applicable

Ann if it's not available to everyone why is the new $20 price CLEARLY listed in their FAQ? It seems Verizon needs to train it's employees better.

DEVICES
Monthly Line Access
(per device)
Smartphones$40
Save up to $25 off Monthly Line
Access for smartphones with Verizon Edge
Basic Phones$20
$20
Tablets$10
Connected Devices$5
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Re: Why won't Verizon honor their on-line price
Not applicable

Who's Ann?

I thought SuzyQ was the replyer.

I know you guys are funing with me again.

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Re: Why won't Verizon honor their on-line price
bh1953
Member

Good luck SuzyQ. You might check your online account and see what it says. I've been with Verizon for 15+ years. The customer service rep told me that his supervisor said that the $20 access price is a mistake.  Even though it appears several place on Verizon's website, and on their sales materials at their stores & kiosks (I checked locally).

If you do indeed get the discounted $20 price, I would appreciate knowing who the customer service rep was!

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Re: Why won't Verizon honor their on-line price
Not applicable

Elector wrote:

Who's Ann?

I thought SuzyQ was the replyer.

I know you guys are funing with me again.

Yeah I get my chicks confused.

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Re: Why won't Verizon honor their on-line price
Not applicable

bh1953 wrote:

Good luck SuzyQ. You might check your online account and see what it says. I've been with Verizon for 15+ years. The customer service rep told me that his supervisor said that the $20 access price is a mistake.  Even though it appears several place on Verizon's website, and on their sales materials at their stores & kiosks (I checked locally).

If you do indeed get the discounted $20 price, I would appreciate knowing who the customer service rep was!

So besides the FAQ I posted and this on the More Everything page

Basic Phones Was +30/mo+$20 monthly line access. Notice specifically says WAS on the page the $30/no even has a line through it. This clearly was INTENTIONAL not a "mistake".

Re: Why won't Verizon honor their on-line price
SuzyQ
Sr. Leader
Sr. Leader

bh1953 wrote:

Good luck SuzyQ. You might check your online account and see what it says. I've been with Verizon for 15+ years. The customer service rep told me that his supervisor said that the $20 access price is a mistake.  Even though it appears several place on Verizon's website, and on their sales materials at their stores & kiosks (I checked locally).

If you do indeed get the discounted $20 price, I would appreciate knowing who the customer service rep was!

I won't know for a month, till I get my next bill - though my online account SAYS I have the promo discount for basic phones.  The rep on the phone said her name was Alexis. 

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Re: Why won't Verizon honor their on-line price
elliew
Sr. Member

Current line access for a basic phone on MoreEverything plan is $30. There is ALSO an additional feature BASIC DEVICE DISCOUNT that adds the $10 discount to the basic line, resulting in a net cost of $20/month for basic phones.

I've talked to a number of reps who aren't aware that this add'l discount is available to add to existing basic lines. Manual interaction with the account is required - this is not an automatic cost change.

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Re: Why won't Verizon honor their on-line price
Not applicable

Why don't they just have the price be lower? it's always something with Verizon with having to make something simply more complicated that necessary.