Rep said I have to call EVERY month for 36 months to get the phone upgrade discount

[Kimj11215]

I've spent 3+ hours chatting with 2 different reps to upgrade our phones. Now the rep said that I have to call Verizon by the 20th of EVERY month for the next 36 months to get the discount offered.

I don't understand why Verizon can't automatically apply the discount each month without 36 calls (don't they have computers??).

If anyone can tell me how to fix this issue, please reply.  Upgrading at Verizon is like buying a used car!!

Thanks

[vzw_customer_support]

We definitely want to help ensure you receive any promotion you qualify for! What phone did you purchase? What was the specific offer? When did you make the purchase?

-Christopher

[Kimj11215]

I added a new line and upgraded 3 iphone 16s. The first rep told me about an offer and gave price quotes (I took screenshots to make sure I understood the offer). Then, in the middle of placing the phone orders we were disconnected. When I called the second rep, they said the only way I could still get the same offer was by calling each month for 36 months. Can you see the chats with the reps? Thanks for any help! Kim

[vzw_customer_support]

I appreciate the details. What was the date of purchase? What was the promotional offer?

-Christopher

[Kimj11215]

Verizon isn't transparent about the fees, costs, etc. so can you guarantee that the outcome of this discussion won't leave me paying more than the last rep promised?

[vzw_customer_support]

We understand making sure we can save as every dollar counts. We just want to look over everything and see what we can do. We will send you a private message and go from there. 

-Rosie

[Kimj11215]

OK please confirm that allowing access to my account will not  1) remove any current discounts including the one that I mentioned above, AND  2) confirm that this discussion will not raise the price of my plan. 

[vzw_customer_support]

We know how important security is, and worry not! Accessing the account won't make any changes to anything, but will give us access to the details specific to your account. We're sending a private message your way so we can help get things resolved. 

-Cait

[Kimj11215]

Verizon rep, are you still there?

[vzw_customer_support]

We have sent you a private note to assist you further. 

~Pam

[Kimj11215]

Hi Verizon rep,  Should I start a new thread to get help? 

[SynthpopAddict]

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@Kimj11215 wrote:

Hi Verizon rep,  Should I start a new thread to get help? 

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That's one option, so your question doesn't get "buried".  You can also try sending a private message to @vzw_customer_support  by clicking on their picture in their post above and use the "send message" button, or use live chat while logged into your Verizon account.  Type "live agent" in the chat window to get past the AI bot.

[Kimj11215]

Thanks,--I've already tried two 1-2 hour chats without getting any help with this problem. I'll probably try again at some point, but hoping there's an easier way!

[SynthpopAddict]

You're welcome.  Don't know what's going on in your situation, but if you didn't get a promotion applied correctly, there isn't much else you can do but to keep trying. 😞  Taxes and fees are not included in the base price for a service plan, and there is a $35/line activation charge for a new line, or same for an upgrade charge if you've upgraded your device.  There are fees for having Verizon employees transfer data from one device to another, and 3rd party stores might assess fees independently of Verizon.  Your bill should have itemized lines explaining it.  Hope that helps.

[Kimj11215]

I can read the bill. My question is only about the discount that the Verizon rep said I have to call to get every month for the next 36 months. 

Thanks anyway!

[SynthpopAddict]

OMG.  From what you're describing, the promotion was never applied to your account and whomever you've been speaking with either doesn't know how to do it, or else all they can do is apply a one-time credit to your bill (hence the one person saying you'd have to call every month for 3 years).  I have read of success stories where a promo did get put on eventually, assuming you do qualify and the promotion hasn't expired.  Wish I had a better answer for you, but I think you're going to have to keep on trying until you find someone who knows how to apply the promotion so the system will take care of the credits automatically.

Maybe a better tactic when live chatting with an agent is simply to ask about the promotion in question and whether or not you qualify?

[Kimj11215]

The first rep confirmed that I qualified and I screen shot the conversation to make sure I could refer back to it. Then we were disconnected. The second rep said the only way to get the same discount was to call every month. Super confusing! 

[vzw_customer_support]

I saw we tried reaching out via Private Message several times to help with the promotion discount questions and issues you mentioned. To resolve the situation, we would need to verify your account, which we can do in Private Message with different options. Please contact us if you still need support.

[HimothySr]

E mails are public info. Find the right ones and skip the tier 1 lines!! 

best of luck in your journey!! 

[HimothySr]

Also. They can’t credit that much at 1 time!! Hence the call every month so they can credit it monthly. Not 1 lump sum!! 

[vzw_customer_support]

We are here to support you. Sending you a Private Message now.

-Cryssie