Discount Promised but not Received

[jen2083]

October 20th I upgraded my phone because my old phone had become obsolete.  During the process I was told that WITHOUT making ANY changes to my plan, my bill would go up to $95.56 but with the Auto Pay discount it would go down to $85.56. I signed up for Auto Pay while chatting with the representative and I informed him the discount stated only $2.50.  He guaranteed me that that would not be the case and I in fact would be getting the full discount as he stated. I asked for it in writing and the representative stated there was no need for it because it was guaranteed as he stated. 

I get my new bill and it still states only $2.50 discount.  I've since contacted Verizon multiple times to rectify the mistake and all anyone tells me is the only way this can be achieved is by changing my plan which I refuse to do. The representative stated my bill would be $85.56 without having to make ANY changes to my plan whatsoever. I have been a loyal customer for well over 10 years and the fact that I keep getting the run around, offered $10 off for 3 months and only a one time discount of $2.50 is absolutely ridiculous. Your representative made the guarantee, even after I asked for it in writing so this should be upheld. I have the screen captures of the conversation. Verizon is a multimillion-dollar company, I can't believe honoring a long-time customer a minor $10 discount is going to break you. 

If I were a new customer would I be getting treated better? Does canceling service and resigning up get me better status? 

[vzw_customer_support]

We do want to ensure you are getting all the discounts you are eligible for. We are sending you a Private note so we can review your account together.

-Kaye

[SynthpopAddict]

Hi, I've read about this before.  The $10/month autopay discount only applies to current plans.  If you are on an old plan not available to incoming customers, the autopay discount is either $5/month (for the previous generation of service plans which were just before the current ones), or $2.50/month for anything older than that.  So if you are getting $2.50/month for autopay, I'd suggest seeing if one of the current plans would suit you better.  Older plans were structured for times when phones weren't miniature computers, and may be capping you somehow, whereas being on a current plan would potentially be about the same cost and have more functionality.

I know that doesn't sound fair, and I'm completely speculating here because I'm simply another customer myself.  But Verizon must want everyone who is postpaid to be paying in about the same ballpark, because it's all the same network no matter what service plan you have.