Not Getting Discounts I was promised, and "Live Chat" Cut Me off at 8pm PST sharp!

I'm having a billing issue where I did a renewal of my previous 2-year agreement, which was supposed to carry forward the $20 in monthly discounts I had:

  • $10 Renewal Agreement Incentive for 24 Months thru September 9,2018
  • $5 Verizon Connections thru as long as this agreement is in effect
  • $5 75M Priceup Offset Discount thru as long as this agreement is in effect

I'm only getting the second one, so my bill is $15 higher per month than it should be.  The confusing part is that all of these discounts currently show on my account summary webpage, but my actual bill is only reflecting the Verizon Connections discount.  This is a problem I've been unsuccessful at solving over 2 live chat sessions and a phone call.

In my most recent chat session, I thought I was making progress, but the agent abruptly ended the session at 11pm EST (8pm PST) sharp.

I'm getting very disgruntled, first because my actual bill is different than Verizon's own website is telling me my bill should be, and second, because the chat agent just cut me off at quitting time without a solutions.  I've been a loyal customer for 4 years now, always paying my bill on time, but after 3 failed attempts to address this issue, I'm being left with a bad taste regarding Verizon's customer service.

Any suggestions?

Re: Not Getting Discounts I was promised, and "Live Chat" Cut Me off at 8pm PST sharp!
Moderator Emeritus


Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.