In August 2015, I renewed my Triple Play for two years. I am supposed to get $22.50 per month in discounts. My first bill only showed $10 in discounts. I tried Verizon Chat, but Verizon disconnected me three times--system issues. Each time I reconnected, I got a new agent and I had to repeat the entire history. Then, I called customer service. I told the representative about my issue. I gave her my Verizon order number and offered to send her a copy of the order confirmation that shows the $22.50 in discounts. There, apparently, was no way to do this. She offered me a customer loyalty discount of an additional $10.00 per month. I told her that I was entitled to $22.50 a month. She acted like she was doing me a favor with the discount she was offering. As I was convinced my next bill would not be correct, I drafted a letter the next day and sent it to the General Correspondence address in St. Petersburg, FL asking for assistance. I included a letter, a copy of my first bill and a copy of the Verizon Order Confirmation.
I just got my next month's bill. Sure enough, my scepticism did not go unrewarded. I was only 'granted' an additional $4.99 per month in discounts though it appears that this additional discount was retroactive to August.
How can I work with a real person at Verizon that cares about getting this right?
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.