Supervisor promised a $30 recurring credit and is not honored in my bill

[jagkol2913]

A Supervisor called me on 11/29/2023 at 9:49 am (11-minute call) to get feedback on the call experience I had with a customer service advocate. During that call, I asked her to check if she could apply all my trade-in promo credits at once instead of getting them every month so I could pay off the remaining balance of my phone and upgrade. She checked my account and told me that the trade-in promo credit has to be applied monthly until the end of the contract, she can not apply all at once. Since she could not process what I had asked her and also for being with Verizon for more than 10 years, she said she could apply for a $30 recurring monthly credit to my account. I said okay to the monthly $30 billing credit. She processed the credit and also provided me with the reference number for that $30 recurring credit. She also told me that she had put detailed notes on my account regarding this.

I did not see that $30 credit applied to my bill in my December bill. So, I contacted customer service via chat and explained everything. The advocate told me that he did not have the resources to verify the thing I had said and told me to contact customer service on the phone and also applied a one-time $30 credit to my account.  I immediately called customer service via phone and they could not verify the details of the call as they do not have the resources to verify the call. I asked them to transfer me to the supervisor.  The supervisor was able to verify the call and told me that I had to get what had been promised and initiated a form dt63 escalation on 12/05/2023. 

 I waited almost a week to hear back from Verizon on the escalation, but, I got nothing. So, I raised a support request on  12/12/2023. I was contacted by multiple advocates on this issue. I am getting different responses from each person, one guy says nothing is been done on the escalation created on 12/05/2023 yet and asked me to wait for 3-4 days. I said okay and waited. Since I was told to wait, I was waiting, and suddenly a random message popped up under the support request "Need more information". I ignored that message thinking that it was a system generated and after a couple of days, my support request was closed as resolved. I again opened the request as it was not resolved. One guy contacted me immediately and said it was still in process and told me to wait again I was waiting and again the request was closed as resolved. Again opened it, and one guy contacted me and told me that the credit would be applied manually each month. 

Now, my January bill is generated and I do not see that credit applied to my bill as promised. Could someone who can help on this issue, please? Just check the call recording of the call that I had with the supervisor to verify it. Thanks.

[vzw_customer_support]

Hello, jagkol2913, I'm sorry to hear you're not seeing a credit that was promised on your bill. So we can best assist, we will be reaching out via Private Message.

-Lauren