New customer feeling disrespected

[TimothyT]

New customer here since 9/3/24 who is very frustrated and disrespected over the runaround Verizon is giving my family about applying the as-promised nurse’s discount to our plan.

My wife is a nurse, and she is very familiar with using IDme to verify her credentials.

We have now attempted EIGHT separate times to get the discount applied to our bill.

We have tried on three different browsers on a PC, multiple times on an iPad, and also on the Verizon app on an iPhone. None of it works.

The process confirms that my wife is eligible for a discount at our address, but it will not allow us to access the “cart” to confirm the transaction. Either the spinning indicator spins without completion, or we get a notice to contact Verizon.

We have contacted chat four times and phone support twice. Each agent reads through the same, inane, unhelpful script: “First clear cookies and cache…Now I will send instructions how to access the discount…”

Again, NONE of it works. We have provided multiple screen shots about what is going on, to no avail.

A phone interaction we had on 9/10/24 ended after 1 hour 20 minutes with a phone rep stating that he believes the problem is that my wife is not the primary account holder (even though Verizon repeatedly states that the discount applied to the household member, and not the account holder). That rep stated that he would fix the issue, and that within 24 hours we would receive a confirmation email. But no fix ever happened, and no email ever arrived. 

On 9/12/24 we had a follow-up chat session that lasted 90 minutes with a rep named Russ. He stated that a “ticket” to resolve the nurse discount billing issue has been entered into the system, that the problem would be resolved within 7-10 days, and that we would receive a follow-up email confirming the resolution. Again, no fix was applied, and no such email ever arrived.

We are DONE with the troubleshooting (because the problem is not on our end). We are DONE with spending hours chatting and speaking on the phone to reps who make empty promises that do not resolve the problem. We are close to being DONE with Verizon and switching back to Xfinity because of this disrespectful waste of our time and the extra expense that has been added to our monthly bill.

Is it at all possible for a human being who can apply common sense to intervene here? Not someone who will initiate further phone calls and/or chats—we need someone who can recognize the ridiculous runaround we have been getting and manually adjust our account to deliver the discount that was promised to us.

[SynthpopAddict]

Quick question: Do you have any other discounts or promotions associated with your account?  If so, the reason why the nurse discount isn't working is because discounts and promos are NOT "stackable".  Why Verizon isn't more transparent about this, couldn't tell you.  If whatever discount, etc. you currently have is better than whatever the nursing discount is, stick with that because I've heard horror stories about people who got a worse deal when they got a discount switched and then couldn't go back. 

IMO the occupational discounts would only apply in very specific circumstances, where one is getting a paper bill every month, doesn't use autopay, and is getting no price break for bringing your own phone or buying a new phone through Verizon where there are credits given back to the bill every month.