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Loyalty discount offered, not honored

I received this email on Feb 13:

We're giving you a special discount to thank you for being part of the Verizon family. And as a valued customer you are now eligible to receive a $10/mo discount on the select phone lines listed below for the next 12 months. That's a savings of $120 per line for the year!

Line ending in: *****
Line ending in: *****
Line ending in: *****

All you need to do is call 800.922.0204, or dial *611 from your mobile phone. It's that easy.

It's our way of saying thanks for being a loyal customer.

Thank you for choosing Verizon.

I called Verizon on Feb 14 to activate the discounts, knowing it would take 1-2 billing cycles. I did not see them reflected on my new statement. I called today, March 27, to ask when my discount will be applied to the account. The lady said she applied it and found another $6 to credit me. I looked at the new email she sent of estimated charges based on her changes and saw that she added the $10 discount and another $2 discount on line *****. Both the ***** and ***** lines showed a $2 discount but not the $10 discount. So I called back. I read this email to a guy several times and he kept telling me the system applies it to only one line, not all three. He asked if I understood that or if he needed to repeat it for me. He said that he could see the email that I was sent and was sorry that I didn't understand it. So I read the email again pointing out that "phone lines listed below" is plural and that all three lines are listed below and that it says "a savings of $120 per line for the year". I had to ask several times to escalate it to a supervisor and then told him I didn't mind waiting. The supervisor said the same thing about the system not letting them. So I asked her for a credit to the account equivalent to the $240 discount that I would have received for the two lines since they won't honor their email. She offered me a $60 inconvenience credit. I told her that's nice but it's not $240. I thanked her for the offer and informed her that if they would not honor their email that my only recourse would be to report it to the FCC. She then offered me a $100 inconvenience credit. She said to try in a month or two... that the system may apply the credits to the other lines. Awesome way to thank a loyal customer. Very disappointed in Verizon.

@vzw_customer_support

Comments

Verizon_Support

I am sorry to read that this has been your expereince with the loyalty discount. I would like to take a second look at your account and see if there is any other option to help. A private note has been sent to you, please resond back when you can.

-Bryan

Gr8vick

I clicked the envelope for the inbox and it says no messages.

cellstuff

We were loyal customers for 23 years, paying on time, buying new phones, etc. Not once were we offered any loyalty discounts or perks.

Just recently switched out and are sad and disappointed with their account practices, couple of weeks ago we got another price increase notice for our account (4 lines mind you) - we were NOT paying peanuts. That was the end of Verizon for us.

CheyenneLily

After many years of being with Verizon, I received my first offer of a loyalty discount via email with a link to click. For two weeks, it was a nonworking link. On my last attempt, it went through, and I was supposed to get a discount $10/month for a year for each of two lines. My next bill showed a $10 discount, not the $20 I'd signed up for. Called 800.922.0204 and spoke to Miguel, who told me the missing discount would go through in five business days. It didn't. Called back today and spoke to Zack, who told me that Miguel told me wrong, that I wasn't signed up for the discount on the second phone line, and that the offer had expired. I told Zack that changing carriers was looking better to me all the time, and he asked me to explain why. LOL

Verizon_Support

We absolutely want you to get any discount that you were offered and are sorry to read things did not work correctly. To discuss this in more detail, we're sending you a private note.

-James

Darcy5146

I signed up. Got this discount once and then it was removed. I called and Verizon rep said since yesterday that's all the calls they are getting and to just wait to see what it is being replaced with. Needless to say, this is a real slap in the face to a loyal customer for years as they claim. I hate to make a change, but stunts like this are a turn off.

Darcy5146

I got the discount once last month and it was removed today. What is happening over at Verizon?

Verizon_Support

We want to make sure that you are receiving any discounts you are eligible for. Be on the lookout for a private message so that we can take a look.

-Joe

safetaco

I got the loyalty discount last month, but it is gone from this month's bill.

Verizon_Support

We want to help ensure you receive any discount you are eligible for. Was this a new discount that was added last month? What was the name of the discount?

-Christopher

safetaco

It was this discount. I received it for one month (last month), but it has been removed for this next bill.

Verizon_Support

Unfortunately we aren't able to view pictures shared here. Please look for our Private Note so we can further assist.

-Christopher

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