International outage refund

[Bulldog222]

I had received a notification in July that I was eligible for the international roaming credit for the June [phone number removed per the Verizon Terms of Service] outage. I have 3 lines that should have had the credit. I went onto my account and pushed the button to accept the credit but have not received it. I’ve called and texted customer service but no one knows what I’m talking about and I just keep getting asked to repeat the question. Who should I contact. The credit should have been automatic 

[vzw_customer_support]

Hello, Bulldog222, we want to ensure that you receive your credit for the outage you experienced this past summer. So we can better assist, we will be reaching out via Private Message.

-Lauren

[Mickey1538]

I had the same issue and just called customer service with a rude agent. I received a mass communication from verizon regarding the credit but can't find that right now. Customer service has no record of the communication that was sent out and its very frustrating. 

[vzw_customer_support]

I'm sorry to learn about your support experience, Mickey1538, and I am here to help turn this around. It sounds like we will need account access to assist with this one, so please be on the lookout for a private message from us.

-Joseph

[vzw_customer_support]

We value your time and we are here to help. Please reach out for assistance. 

~Geo

[Swedishchef]

I’m having the same problem- I got the email message in July after returning from international travel and immediately claimed the partial refund for our  4 affected lines.  But 4 billing cycles have now passed and the credit has not been issued.  Have others been able to resolve this?? 

[vzw_customer_support]

Hello, Swedishchef. Help is always here. I don't want to make any assumptions and I do want to be respectful of your time. Please share more info what the credit is regarding so that we can help. 

-Natasha

[Swedishchef]

We were affected by the international outage while traveling in Europe in late June - lacked access on our international plan for 2 days.  We received the below communication from Verizon in July.  I followed the instructions and claimed the refund for our lines. It’s been 4 billing cycles and no credit.  Here’s the original email from Verizon: 

Thank you for your patience

We’re aware that one or more lines on your account may have experienced intermittent service disruptions while using our roaming services outside the U.S. between June 26th and June 28th.

We understand the importance of staying connected, especially when traveling, and sincerely apologize for any inconvenience this may have caused. Follow the steps below within 30 days to receive a one-time account credit for services that were not delivered at the quality you expect from Verizon.

Sign in to My Verizon On the Account page, click Claim on the tile that says “Redeem your international roaming credit.”

Please know that this particular issue has been fully resolved and our engineers are working with our international roaming service provider to understand the cause of this disruption so we can better serve you in the future.

If you choose to claim an account credit, it will be applied within 1-2 billing cycles. Please contact us if you have any questions.

Thanks for choosing Verizon.

Sincerely,

Brian *****

Chief Customer Experience Officer

Verizon Consumer

[vzw_customer_support]

Thank you for the additional information, Swedishchef. We would like to take a closer look at your account so that we can ensure everything is updated appropriately. Please be on the lookout for a Private Message from us so that we can investigate further.

-Andi

[Swedishchef]

Hi Andi - I haven’t received a private message and wanted to be sure I haven’t missed something. Has anyone tried to reach out?  Thanks!

[vzw_customer_support]

Hello, Swedishchef, we have reached out via Private Message. I will go ahead and send another for you.

-Lauren

[Reyncat]

Hello, I actually had 5 lines affected by this outage while traveling abroad. 

I have yet to see any credits to any of these lines.

Has anyone seen credits posted to their accounts as of 11/9/24 ?

[vzw_customer_support]

Hello, Reyncat. Help is here. I do hope you had safe travels. We can take a look at the account for more info. I have sent you a Private Message for further assistance. 

-Natasha