Removal of Loyalty 55+ Plan after Applying for First Responder Discount

[Brendermill]

I received $40 off from my plan with the Loyalty 55+ discount.  My wife and I are retired and due to being on a fixed income saw an opportunity to reduce my plan via a First Responder discount.  I applied for it and was notified I qualified and would see a reduction in my plan.  In checking my account, I found my Loyalty 55+ plan was removed and the First Responder discount was applied and my plan now cost more.  In contact with Verizon CSRs, the indication was you could not have two discounts at the same time.  There was no indication that was the case when I applied for the First Responder discount and I later learned there were a number of people who applied for the military discount attempting to do the same thing I did.  They met with the same fate.

I have been a customer for over 20 years and thought it surprising Verizon didn't preserve my larger discount and send me a notice about not being able to apply the First Responder discount in light of two discounts being ineligible for a plan.  Instead, I have had to continually call and speak to a multitude of Verizon CSRs, who understood my issue and felt I should get reinstated.  I would be advised of going to a link where I could check the progress of their actions.  I never was able to see the note history of my conversations and what they might have done.  In the course of these multiple contacts, I had some CSRs who took extra steps on my behalf and filed Verizon form 110s to remove the First Responder discount and reinstate the Loyalty 55+ discount,  They noted this would be cleared by the back office and my plan would reflect this in a matter of hours or days.  

To date, this has not happened and my disappointment and frustration grows as everyone sees I should be back to my old discount and my bill lowered.  I was advised I could have my plan manually adjusted down to the original plan cost but as of now, nothing has happened.  I spoke to the Verizon employment verification section at one point and was advised by the party there that there were a number of people who had put in for military discounts, like the First Responder, trying like I did, to get their plan further reduced due to being retired.  I was advised to contact a CSR and the matter would get resolved and I would have the old Loyalty discount reinstated.  This party also said there had been a number of new hires who were not well versed on this reinstatement and this is what was causing some problems.  

Too many times you are engaging CSRs who are reading from a script and who fail to provide you with the notes of their actions and all too many times there is not history of a prior call for additional CSRs I've contacted, requiring me to relay what had transpired to date.   There is no excuse to the treatment, I and so many others have received, due to Verizon's failure to put safeguards in place and penalize the customers as they have.  You are left to fight through an administrative wall, requiring an inordinate amount of time to attempt to resolve an issue that never should require this amount of time.  

if there is a monitor of this forum and/or a Verizon rep, I would ask you to respond  to this posting and assist me in getting this matter resolved.  Thank you

[KH-OrnEsh]

Hi @Brendermill 

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