I recently received an email from Verizon informing me that my 5G starter plan would be increasing in price and suggesting I switch to a 5G unlimited plan. Before I accepted enrollment in the 5G plan, the Verizon website showed me what I would my monthly payment would be by enrolling in such a plan. I agreed to this amount and accepted enrollment in the plan.
Shortly thereafter or the next day or two, I went back online to check on my account, and I saw an ad on their website advising of a first responder discount. I clicked on the ad for more information and it asked if I wanted to know if I was ELIGIBLE for the first responder discount. It asked me for info and I believe it also asked me to log into IDme account. I did as requested and verizon came back and stated I was eligible for first responder discount (being retired law enforcement) and stated it had already applied the discount to my account.
The website then proceeded to show me what my estimated monthly payment would be and I was surprised to see that my payment amount actually INCREASED by $15 per month. Upon checking the figures, I saw they had eliminated the $40 loyalty discount and replaced it with a $25 first responder discount, thus increasing my monthly bill by $15.
I called Verizon 9/18/2024 requesting they remove the first responder discount and restore the loyalty discount as I had not requested the change and was only inquiring as to eligibility. At no time, was I informed what my monthly payment would be nor that this discount would be to by detriment by removing the loyalty discount.
After the customer service rep struggled with my account she stated she had coordinated with some other department and she assured me they had removed the first responder discount and restored my account to what it was with the loyalty discount.
Today, i checked my account and I see my plan change took effect but the monthly payment amount is still $15 higher because the first responder discount is still there and not the loyalty discount. In other words, I was LIED to when I called on 9/18/2024.
When I called today, the CSR told me they cannot restore the loyalty discount. I asked her to escalate my call to a supervisor or manager and she didnt even do that. After almost an hour on the phone with her I had to get back to work so I had to end the call. The CSR said she would "Note" my account, whatever that means.
I have been with Verizon for over 15 years because when I log in to my account, I am greeted with a "Thank you for being a loyal customer for over 15 years" message.
......This is how I am treated.
I don't know how this will turn out, but I am considering filing a complaint and changing carriers.
Do not change carrier, you will be sorry to do, Why you are in Verizon 15 years? , CS will fix and restore The Loyalty Discount, Good LUCK.
You will not get this back. I had the same issue with an Educator discount that wiped out my loyalty discount. After 3 months and hours spent on the phone with representatives, who each blamed each other, today they told me that I had to be 55 and over to get the discount back.
Good luck to you.
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