So, back in March, I got an email matching several of Verizon's press releases saying they were adding an additional 15g of data to my plan for use between April 1st and 30th. Then I got another saying they were doing the same for May. Which makes it a little surprising that both of the phones on my account have been getting warnings that we're in danger of going over the 2g allotted to them.
I've contacted customer service, and it's frankly been a disgrace. The first time, I was in a chat with someone who seemed unaware of the extra 15g thing at all, and denied that any such email had ever been sent to me. Then we got disconnected and they never followed up. I tried calling customer service, and after an hour on hold, again got a denial of the email, then got told it didn't apply to my plan (despite my plan having been explicitly listed in Verizon's announcement and FAQ) and then I got disconnected, and again, no follow up. Then today, I called again, only to get a guy who first tried to tell me that it was 15g for the entire time between March and May (despite what the emails and multiple press releases have said), and that I had used it all up (despite the phones AND my account page showing that we hadn't used more than the 4g I'd paid for.) When I confronted him about that, he claimed that we wouldn't see where the 15g was used, that there was no way for me (or him) to track that, and that I'd just have to take his word for it that we'd used it all up. (He also told me that I never received the emails. I offered to forward it to him, but he said that was also impossible.)
So how is it that Verizon is trumpeting all they're doing to "help their customers in these difficult times," yet their customer service reps seem to know nothing about it? I'm honestly starting to feel like I'm being gaslighted.
