Verizon doesn't automatically honor loyalty discount

[bcpoole58]

In Sept '24; I received an email from Verizon for a customer loyalty discount of $10 per line, per month for 1 year.  Per instructions on the email, I contacted Verizon a day or 2 later and spoke to someone that had no clue what I was talking about.  After having to raise my voice and basically scream at the person because they would not listen to me, I was finally given a supervisor who knew about the discount and would submit it for approval.  

Since then I have had to call Verizon's customer service every time my bill posts because they are not giving me the discount that I have in writing.  I have been given the discount manually each time, and they "submit a request" to have it auto apply, which does not happen.

This week I called and spoke a woman in the Loyalty dept, who told me that the original discount no longer exists, even thought I have a letter on it.  She got me a $20 / month discount and would submit a request for the additional $30.  Once again, I was able to speak to a supervisor who basically told me that the only thing I can do is call each month and argue with them about getting my discount.  

Verizon, this is very poor customer service, and not a way to reward customer loyalty.  I have tried calling the corporate office muliple times, only to get kicked into the automated que and given the run around again.  If I could save money by jumping to ATT, I would have already done it.

[vzw_customer_support]

We are sorry to read that you had this negative experience, as this is never what we want for any of our customers. To better assist you, we will be sending you a private message. 

~Freddy

[DAJDO]

Sounds like my experience.  Vanguard representative offered me $60 loyalty credit for life to my monthly bill if I switched plans.  As this would lower my bill,  I agreed to switch plans.  Now they will not honor this or go back and review transcripts of conversation I had with their representative.  Reporting to state attorney general.

[jmv5]

I was an Altel customer which was bought by Verizon and have been a Verizon customer since 2008.  I was offered  a loyalty plan I'm guessing 4-5 years ago and was told  my monthly charge would never go up.   Then I see a $2.00/line increase a few years ago. The reason I noticed is because my daughter purchased a new phone yesterday in our family plan and unwittingly changed the plan.  I went to the local store to change it back where the rep told me the changes were not reversible and that he had never heard of such a plan and would make no to look it up.  He also said he didn't have access to the changes my daughter had made the previous day.  Just kept telling me I was getting a better plan.  Tried contacting by phone last night. Automated system is just miserable.  Finally spoke with a living person who was limited to sales and could not help me. Put me in a queue that was never answered.  Verizon I would very much appreciate a private message as well.

[vzw_customer_support]

Thank you for all the years together, we are sending over a private message as requested. 

-Kristen