Promotional $20 price for switching to AutoPay for internet service

[RexMaximvs]

I have Verizon for internet service and their subsidiary Visible for cell service.

Four months ago Verizon sent a promotional email promising to reduce my internet service to $20 a month from $30 if I added Autopay.  This is a widely circulated promotion and I have it documented.  But that was four months ago and I complied but Verizon is still billing me for $30.

I have gotten into their chat on five different occasions to resolve this.  Each time an agent promised to resolve this and give me credit on the bill to make up for the errors.

Each time the credit does not appear.

I chatted with Will today who promised to fix everything and then he suddenly disappeared and a new agent came on.

They wanted me to start from the beginning to explain the issue even though Will had assured me that it was fixed and my bill would be credited.

DID NOT HAPPEN!

Now do I spend the time necessary to file official complaints with the FCC and the various Consumer agencies including the Ohio PUCO? 

[vzw_customer_support]

Hello RexMaximvs, we hate to hear that this is the experience that you have had.  May I ask if this is for FIOS internet or 5G Home Internet service? -Dee

[RexMaximvs]

I have no idea - and that would be irrelevant in the solution.  First I got an agent on the phone who was located off shore.  They did not understand English and I could not understand them.  I surrendered and gave up.  Then later I decided to try chat.  The agent I chatted with understood the issue, fixed it (or so he told me) and arranged for a billing that made me whole.

Then when the autopay hit my account it was the regular $30 deducted.

I tried again and ....... was promised that it had been resolved........it wasn't.

Chatted again today and was promised that it had been fixed by Will the first agent.  Will disappeared and another came on and I had to start from square one.

We will see if it actually has be corrected......

[SynthpopAddict]

I am not sure if this is because you have mobile service with Visible (which is a different company, even if it's owned by Verizon) making you ineligible for a discount, or if it's because you did not register your internet service account under My Verizon and then sign up for the autopay from there.  The Verizon internet service will not appear in your Visible account.

[RexMaximvs]

Not at all helpful.  You are assuming that I am ignorant but I am not.  Thanks for your comment 

[vzw_customer_support]

That's a pretty hefty discount to be missing out on and we want to help you receive it. We're sending you a Private Message so we can gather more details and better help.

~Jesse

[vzw_customer_support]

Hello RexMaximvs, we just wanted to check in with you to see if you still needed help with this.  We're standing by to assist, so please let us know. -Dee

[vzw_customer_support]

Great question, RexMaximvs. The reason we ask if it is Verizon Home Internet (for wireless) or Verizon Fios, is due to the fact that we only assist for wireless via this forum. If it was Fios, we'd direct you to call them as it is separate from us. Could you please check your account or bill to see if it is with wireless or Fios? If it is with us, we can check the account. 

-Natasha

[RexMaximvs · Accepted solution]

Obviously it is a discussion of internet service so I guess that would be Fios whatever that is.  My cell is with Visible.

New bill reflects the resolution so I guess we are good to go.

Thanks