I have been talking with customer service since May! After the ACP program ended it was supposed to continue as Verizon Forward which I automatically was told I would receive for being in the ACP program. My discounts have never been applied for this and I have called NUMEROUS times since May. I have even asked for supervisors which no one even bothers to reach back out to me and truly fix the issue. In May they took the amount off my count as a credit and assured me it would be automatically put on every month after that. Well come next month, I'm being charged for their "credit". It's been a vicious cycle for me having to explain the issues all over again, multiple times a month, and customer service being no help or just saying they will send it higher up and I will hear something within 5 business days ๐
No one is helping me and my bill is just getting higher and higher. Well last night and agent tells me that I do qualify BUT they need documentation on their end since the ACP is over and once I did that the discount would be applied. So I go in and do what he told me I needed to do yet today the agent I spoke with tells me I don't qualify....
Then why did the agent tell me yesterday that and I quote....
Yes, you qualify on it. However, just to set proper expectation that since the government stopped providing this discount, Verizon ended the discount last April 2024 billing cycle, all ACP customers will have the discount removed automatically, along with previous versions of Verizon Forward. You will have to process a registration for Verizon Forward as alternative for ACP discount.
I'm so tired of getting told different things about this from different customer service representatives and not one of them actually helping me!!
Oh, wow! We are truly sorry to see you in this dilemma. Our goal is to offer the support you need.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
Have they resolved this for you? I had the same issue and after numerous calls, chats, etc with customer service agents and managers requesting for credit for the months I was overcharged, they responded with:
"We are unable to issue credits for the Verizon Forward Program and communication is sent out to customers on how to apply for the new program. If you need assistance on how to apply for the Verizon Forward program please reach out to us. Please private message us at facebook.com/verizon or @Verizonsupport on X and we'll be more than happy to send you a secure chat link to investigate this issue further and take the necessary steps to get it resolved. We can also be reached by phone at 1-800-837-4966 Monday-Friday 8am-7pm and Saturdays 8am-5pm EST if you do not have social media. We look forward to assisting you. "
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