Loyalty discount taken away for a worse discount

[addio06]

Very frustrated. I had a $40 discount for 2 lines applied to my account and I saw an ad for a student discount of $12.50/line for 2 lines = $25 a month if I applied for the discount with my ID.me account.

When I verified my student status my estimated future bill went up by $15. I discussed with Toni who was very unhelpful in the customer chat about why this was and she said that it was not stackable and that I would not be able to revert back to my previous loyalty discount. (Whyyyyyyy?!?!?!?!)

I was not told this and nowhere did it state that my $40 discount would go away and that the discount was not stackable. Soooo, because I am a student my bill went up. What the heck.

It is very frustrating and I am fed up with Verizon. I have had so many instances of discounts and trades not being applied correctly and I have to spend so much time discussing and rediscussing and explaining what prior agents have said and why I should get the discounts that were promised to me etc.

This is the last straw. I am currently investigating other cell phone companies and am likely going to switch. 

[vzw_customer_support]

Hello addio06, we wouldn't like to see you leave! We value you as a customer and we understand how it can be as a student. I'd like to make sure that you are getting the best value on your account including your discounts. I will reach out via PM to better assist you.

-Luis

[addio06]

so when I reached out via PM they sent me a few messages and then was added to the same useless chat service for them to say oh sorry you are not eligible for the loyalty discount right now as it isn't showing up in my system. I ended up calling to discuss with an agent who had to submit a ticket through back operations. I am unsure why the chat people are unable to do this. I spent over an hour of my time over two days trying to fix this via text and chat. totally worthless. 

[SynthpopAddict]

The vast bulk of customer support has been outsourced, so whomever you spoke with on the chats doesn't have much access to anything Verizon.  Sure hope your ticket gets resolved with a good outcome and they can reinstate your previous discount.  Wish Verizon would cease this sort of marketing, or else make it clearer that discounts and promos can't be combined.  You're definitely not the only one who's had this experience.