Loyalty Discount
DK62
Enthusiast - Level 1

Has other people been misled by Verizon employees to change to a different discount plan to save you money and find out later it increased your monthly bill and then they won't put you back on your previous plan that worked just fine?

We went into a Verizon store a few months ago to get my wife's screen protector replaced.  During this time, the Verizon associate asked if they could check our account and see if there was a better plan / discount that could be applied to save us some money.  Why not?  They asked us some questions and found that I was a military veteran.  They said we could save an additional $25 on our bill with this military discount.  Sounded good, so I went home and applied for the military discount.  When we received our bill, it was $15 more than normal.  The first time I called customer service and after going over our plan, they said we had the military discount, but no longer had our loyalty discount of $40 because we couldn't "stack" discounts.  Understanding that, we asked them to put us back on our loyalty discount that we had before we were misled by the associate.  Maybe they were unaware?  Anyway, it should not be our problem since they were the ones that initiated us to apply for the military discount to save money, not increase our bill.   The customer service person said they understood and would switch us back to our loyalty discount.  Next month's bill was unchanged.  Called customer service again and went through the process where they stated we had the military discount and couldn't "stack" discounts.  I told them I was aware of this and just put us back onto our original loyalty discount plan.  We were told they can't do this since we changed to the military discount.  I told them that it wasn't my intention to pay more, but was told by the associate at the store, I would be paying $25 less than we were paying.  I asked about an escalation process to get this fixed.  They told me even if I talked with a supervisor, they would tell me the same thing.  As a Verizon customer of almost 28 years, we feel this is unacceptable and shocked that they would treat us this way and not just give us back our loyalty discount which we were happy with.  We would hate to leave Verizon, but apparently there is no loyalty!

 

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Re: Loyalty Discount
vzw_customer_support
Customer Service Rep

Thank you for taking your time to share your recent experience.  We do value loyalty and first want to say thank your for 28 years.  That is a long relationship and would love the opportunity to earn your trust again.  We would start with a complete review of your account to make sure you have the best fit and value for your needs.  Please reply to the following Private Note so we can proceed with details in a secure channel to keep your information shared online protected.

-Deb

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Re: Loyalty Discount
PulmonaryRex
Enthusiast - Level 1

I certainly have.  I don't feel like typing an entire book but it has happened MULTIPLE times to me and it will likely continue. You really have to research everything before you even talk to a rep, make a change or purchase. Every cellular/mobile company seems to do this. When I was upgrading my phone in the app, I looked closely and my plan had been upgraded automatically and it increased the bill. I had to manually change it back. The hyperlink was barely noticeable. They're deceptive and greedy.

Re: Loyalty Discount
Sandysews
Enthusiast - Level 1

I have also been a Verizon customer for 20 plus years.  Almost a year ago I purchased a new phone., a replacement for an older model already on my account. I was told that the charge each month for 36 months would be around 23.00 with a $19.00 credit promo each month. Well, not knowing, I changed my plan to a more reasonably priced plan and they took the promo away. When I called, they said they would look into it and get back to me….I called Verizon over a 6 month period about 6 times….same story everytime…we’ll look into it and get back to you. They never gave me a true answer until about 6 months later….no, I would not get the promo back. I am currently comparing other carriers and I will get out. Verizon was great until about 7 yrs ago…now they have poor customer service skills, no benefits or deals on phones for current Verizon customers. How many lines do ya’ll want me to add? Sorry, I don’t  need anymore phone lines! No senior discounts? 

Re: Loyalty Discount
vzw_customer_support
Customer Service Rep

Thank you for your loyalty these 20 years! Verizon is always working hard to provide value and great promotions. We'd like to review your options a little closer. I'll be sending a Private Note, please reply to it, so we can further assist.

~Maria

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Re: Loyalty Discount
Subguy1996
Enthusiast - Level 1

I also just had this issue. I went to the Verizon store to get my wife a new phone as she was due for an upgrade. They stated that we had to upgrade plans and did so as well as enrolled in the streaming service up dates that would’ve raised my bill. No issues so far. I asked if there was a veteran discount to which I was explained the process to do so. I just checked my bill and now it’s showing my military veteran discount but now my bill is way higher than I was told it would be because my $40 loyalty discount has gone away. The employee at the store never told me this would happen and I had him explicitly look at my bill break down to find ways to save money. So either the employee didn’t know better or willfully mislead me by omitting this vital information. If I knew I had a choice I would just have stuck with the $40 discount and probably wouldn’t have done the bundling with the streaming services which was supposed to save me money but now the whole process is costing me almost 50% more!

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Re: Loyalty Discount
vzw_customer_support
Customer Service Rep

Subguy1996, we're sorry to hear that your bill increased and your loyalty discount disappeared. We want to make sure you always know exactly what's changing when you upgrade or make changes to your plan and we want to make sure we help with your account. We're going to send you a Private Message so we can help.

~Jesse

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Re: Loyalty Discount
DK62
Enthusiast - Level 1

I would like to update my original post regarding our loyalty discount being removed and us switching to the military discount because we were told by a Verizon employee that it would save us money on our bill if we added it and then the frustration that our first contact with customer service wouldn't fix it and bring back our loyalty discount we originally had.  

A Customer service rep (higher level?) did contact us and after reviewing our account and reviewing our past customer service encounters, sent this to a working group that could get this fixed which we are very happy with. Our bill is now back to what it originally was, which is all we were asking for. 

Even though we are very happy with the outcome, and we will continue to be a Verizon customer and hopefully many years to come, it shouldn't have been such a frustrating ordeal for a customer who has been with Verizon for over 27 years.  Being told there is nothing they could do and then saying, "my supervisor would tell you the same thing," is just unacceptable.  low level customer service reps should know there is an escalation process and send the issue up the chain to someone that has the authority to fix it if it meets certain criteria.   Based on replies to my post, there seems to be a few people with the same issues.  Verizon would go a long way with their long-term customers by getting this issue fixed with better communication and not stonewalling good customers.

 

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Re: Loyalty Discount
clwestx
Enthusiast - Level 1

Was told I would save $10 month. Instead lost promotion discount. Bill increased $30 month. 

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Re: Loyalty Discount
vzw_customer_support
Customer Service Rep

Hello, DK62. Help is still here as I see we assisted you earlier in December regarding your discount. Let's get you a status update. I have sent you a Private Message for assistance. 

-Natasha

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