Verizon Forward Discount

[ArmyVeteran42]

Wow, I’ve also had a really frustrating experience with Verizon’s customer service over this Verizon Forward discount issue. After receiving the email that clearly stated I would get the Verizon Forward discount without needing to take any action, I noticed they hadn’t applied it to my bill for several months. When I contacted customer service, I explained that the email from Verizon stated I’d automatically receive the discount when the ACP ended. But the agent kept giving me responses that didn’t align with the email, saying things like:

• "The thing is you need to be 'already' enrolled in Verizon Forward to 'keep' it without doing anything."
• "In your case, you did not have Verizon Forward ever. What you had was the Affordable Connectivity Program and Fios Internet Lifeline discounts. ACP ended and due to our unending goal to provide affordable internet, we shoulder Verizon Forward out of our own pockets."
• "Since you never had Verizon Forward, it is only natural that you will need to apply to get it. How can you keep something you didn't have in the first place?"

I tried explaining that the email made no mention of needing to already be enrolled or having to apply. When I asked them how they would interpret the email, the agent responded with, "If I know I do not have Verizon Forward, I will think about the thought, 'How can I keep something I do not have?'"

It got even worse when they told me, “A discount is a privilege awarded by Verizon and we reserve the right impose their Terms like you need to apply in order to qualify.” And they ended with, “Please do not appropriate yourself to a discount you do not have.”

Honestly, this whole experience feels like Verizon sent out a misleading email, and customer service is being dismissive and condescending rather than understanding. Has anyone else gotten this kind of response? I’d love to hear if others have had any luck getting the discount applied retroactively or have dealt with these customer service responses.

Here is the first copied and pasted email sent from Verizon which led me to believe that no action was needed:
"Funding for the ACP is expected to run out in a few months, which means the program will end unless Congress approves additional funding.  If the program ends, you will no longer receive the ACP monthly discount of up to $30 on your internet service. However, Verizon will still provide a discount of up to $20 a month with the Verizon Forward program, which helps provide affordable access to high quality internet service. As long as you remain a Verizon customer, there’s no action for you to take to receive the Verizon Forward discount, even if the ACP ends. "

[kh_jenn]

Hi ArmyVeteran42, Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on the envelope icon next to your avatar at the top right corner of this page. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately. Thank you.