Transfer Service

[Truthprevailz]

I have had the senior citizen discount for over 2.5 years on my new I phone.

I recently transferred my service to just my daughter and myself, due to divorce.

I was told I would get the discount by CS rep ( I wrote down her name) and she promised but, it was never reflected on the bill. She also promised a waiver on my upcoming bill. Then overcharged me---after a 2 hour phone call to transfer my service to the same plan I had previously to which she stated "No PRoblem!"

She saw I had been receiving what she called "55 Royalty Plus program" But now,  apparently there is No such thing!!

LOL ! 

After talking to 3 representatives to straighten these issues she created upon the transfer---The Frustration of these reps not being on the same page/congruent is RIDICULOUS!!!

I have had the senior citizen discount for over 2.5 years on my new I phone

NOW....

All I'm getting is the run arround, diverting to "you'll have to wait for approval" or "it will show on your next bill"

And funny thing is.... the woman who transferred my service on that 2 hour call, approved it right away with a 40.00 discount amount!! YIppee! NOT!! Another lie.

UGH! 

Finally late yeaterday I got a rep who handled my issue and actually discounted my bill but didn't fix the problem. Said I'd have to wait.

I was like wait for what? I've had the Senior citizen discount for over 2.5 years. He couldn't help me.

Then someone suggested I use "chat" because they WILL resolve your issue ---BWAHAHAHA! 

NOPE!! She didn't know what 55 Royaly Plus senior discount even was. UGH!!

I've spoken with way toooo many reps over the last 2.5 years that are NEVER congruent, make differing promises, and I get differeing stories from each of them!!. 

And they all overuse..."I'm Sorry !"  -- "I can fix that for you no problem!" or  "Oh yes I understand"

OH VERIZON?

WHEN WILL YOU LEARN TO COMMUNICATE WITH YOUR CUSTOMER SERVICE REP'S so they will ALL get on the same page?????

[SynthpopAddict]

Your story isn't unique.  They just don't want to tell you that switching away from a legacy plan with legacy discounts removes those perks and you can't get them back because there's no way to sign up for a former plan which is no longer available.

If you live in Florida, there is a 55+ discount available for at least some of the service plans, but not if you live elsewhere.  Why this is, don't know.

[vzw_customer_support]

One of our main goals is to provide a great service experience. We'd like to review your situation a little closer, in order to find the information you need. I'll be sending you a Private Note, please reply to it, so we can further assist.

~Maria

[cqramirez]

Maria, are you a customer service representative or is just the Artificial Intelligence Bot answering?

[Truthprevails]

Maria?

I have yet to hear or get a private message from you or anyone else about this issue 

please be more specific if you are truly a representative. Because it’s misleading to say you will message me and not follow through!

TY!!

[Truthprevails]

Maria, do you have my contact information such as email or account?

[SynthpopAddict]

If CS sends you a PM, it'll be under the envelope icon at the top right.  Click or tap on it to go to your PM inbox, and from there it works like email.  Usually, they include some kind of link in their PMs where you have to click on it to authenticate your account and then they'll be able to look at it from there.  The link has a timed expiration, so if it doesn't work, send a message to the vzw_customer_support username and someone will get back to you.  It's random agents all using the same forum username, so won't necessarily be Maria.

[Truthprevails]

Thank you for sharing that information.

i have received NOTHING in my inbox .

so frustrating to be told they want resolve and not have anyone follow up.

[JoelGoodGuy]

That's why you don't touch a legacy plan because once you touch it or modify something you lose it!!!

[Truthprevails]

Well JoelGoodGuy- There are things in life beyond our realm of control. This is one of those times! 

I wish I had another option I certainly wouldn’t have chosen to go this route if they would have been honest with me in the beginning.

But it’s interesting you call it the “legacy plan “. 
They shouldn’t lead folks to believe there is a possibility or even a chance my service will remain the same upon transferring to my own account.

#justsayin

[Truthprevails]

The question is …. “Why did you increase our bill?” 
Because your ongoing monthly payments are full proof to your agreement —- in regards to your contract and the increase is breaking it — PERIOD!!

What you needed was a supervisor because you didn’t change your service. Maybe someone else changed your plan 🤔 if it wasn’t you?

What were the charges/changes to your bill?

[razihaiderjaffery]

Hi there,

I'm really sorry to hear about the frustrating experience you've been having with your senior citizen discount and the service transfer. It sounds like you've been through a lot, and it's disappointing when promises aren't kept.

Given the situation, here's what I would recommend:

Document Everything: Make sure you have all the details documented, including the names of the representatives you spoke with, the dates and times of the calls, and what was promised.

Escalate the Issue: Ask to speak with a supervisor or manager. Sometimes, escalating the issue can help resolve it more effectively.

Contact Customer Support via Multiple Channels: If phone support isn't helping, try using chat support, email, or even social media. Sometimes different channels can yield different results.

File a Formal Complaint: If the issue isn't resolved, consider filing a formal complaint with Verizon. This can sometimes expedite the resolution process.

Verify Eligibility: Double-check your eligibility for the senior discount to ensure there haven't been any recent changes to the program that might affect your account.

Stay Persistent: It sounds like you've been very patient so far. Keep pushing for a resolution and don't hesitate to remind them of your long-standing relationship with Verizon.

I hope this helps, and I truly hope your issue gets resolved soon.