I just spent over 3 hours trying to get an answer as to why my M+H Fios discount stopped showing up on my bill. I've been a M+H/Verizon customer for years, and just moved homes. I noticed that while my wireless bill still has the discount, my Fios bill didn't - even though nothing about my plans had changed except my location. I was told by 3 different people that I was part of the older M+H program, earning at Level 3 (the highest level) and earning a discount on both my wireless and Fios bill.
When I was lastly connected with someone, after wireless once again confirmed I was enrolled, on the Fios team who told me I wasn't showing up as enrolled on their end and needed to cancel my enrollment, then re-enroll. I explicitly said I didn't want to do this, because from the management page it clearly said I was part of an older program, and updating to the new program I would only get a wireless discount. I was reassured by this employee - AND THEIR SUPERVISOR - that they would adjust the discount internally if it didn't show up because I was correct it was a discount I should've been receiving.
Well. Go figure. Once I unenrolled and then re-enrolled, I was told that the discount didn't apply. That M+H rewards didn't apply to Fios any longer, and because I had moved, I was unenrolled. But everyone is "very sorry for the inconvenience." This is an clear and explicit example of an employee purposely misleading a customer - and if it is new policy, than employees should be educated instead of making reassurances to customers they can't actually provide and wasting a customer's time.
Check your bills everyone. $10/month adds up in this economy.
Start a new topic or ask questions in the open forum.
