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Chat Customer Service agent

I notice my bill went up again in November 2024 from 162.00 to 173.15 and i decided to chat and see what options where there if any to lower my bill. The chat agent suggested changing the plan and removing the hot spot option and that brought the bill down to 137.00. That felt like a good deal so i said yes, as a result i decided to add the home internet option that was 55.00 for being a wireless customer. Last week i receive an email stating that because of the change plan my promotional discounts ( 22.00 per line i have 2 lines ) are going to be removed. I went back to the chat and the new agent just suggested changing to a different unlimited plan and for me to get discounts back the cost will be now around 240.00. it took me a day to realize this is not my fault the first agent neglected to research the impact of the plan change, i have spent 2.5 hours on the chat with 2 agents and a so call supervisor and no one can make this right...all i was asking was to put me back in the same plan i was in Novemeber...no one helped me. Does anyone know how to escalate this?

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Verizon_Support

We know how changes can impact your bill and promotions, and we want to be sure we assist you with this and turn your experience around. When you last spoke with a supervisor, what was the reason your plan could not be changed back? What is the name of the plan you were on in November?

-Jazzy

EW15

I was going to switch to Spectrum Mobile but was told they would keep my bill the same if we paid off our phones changed plans etc. Then we get a huge bill that I was told would not happen even for the first month! I call again and am told they will take $90 off our bill and that was another lie apparently? I have never been lied to so much by any company!. The agents seem like that's the job, be nice and lie until i called again and they (claim) no record of a credit of $90 and it's the first bill only that goes up Lol. Again this is not acceptbale as a customer who is on auto pay and is loyal. Any one know a way to actually speak to someone that can make a change as promissed 2x? Thank You in advance.

Verizon_Support

Hey, EW15, the last thing we want is for you to feel that you've been lied to, and we're here to help. We are sending you a Private Note so we can get things resolved.

-Cait

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