Mobile + Home discount removed from my accounts

[RAFBUS49]

I would like to know the reason why my “Mobile + Home” discount was removed from my account after modifying my Fios service, and still qualified for the discount. 

I’ve had Fios service for about 10 years and VZW for longer. In late August, I modified my Fios service by removing cable, but kept the Gigabit Internet and the landline. A few weeks later, I got emails about returning the equipment (which I did the same day I ordered the new service), so I called Fios and during the conversation with the Fios agent, I didn’t pick up on a comment from her about a “discount I can apply for”. She told me she will send an email with the instructions of how to join, but I didn’t look into it. I didn’t know it was the “Mobile + Home” discount. Then, when I got my wireless bill, I realized the “Mobile + Home” discount was missing, so my bill was bigger.

I joined this discount program years ago. Then, earlier this year I was invited to join the new “version” of the program, which I did. I got the wireless discount one time and then, after modifying Fios, it went away. When I tried to re-join, I get this error warning: “Looks like something went wrong with your discount. Please call customer service at 1-800-837-4966”.

I called the number, explained my wireless discount was not applied, I was transferred to the wireless side, where after explaining again, the agent credited my account manually. Then she looked into the issue and told me that Fios was the problem. She asked me for my Fios account and she confirmed I qualify for the discount. She provided me with a “case number” and told me I should give a few days and try to re-join from the app and that she will call me in a few days to check if the issue got resolved. I waited, tried the app and got the same error message. I got no call from no one.

A week later, I called again asking for an update. I was told the “case number” was still open. This agent even brought a Fios agent to the line and confirmed my services qualify for the discount, not to mentioned I had that discount before. They didn’t know why I can’t re-join the program or when this issue will be resolved. The agent told me she was going to add another “comment” or request. So far, I continue to get the same error message every time I tried to re-join from the app.

I mentioned this to an agent through the “Verizon Community Forum — wireless” and I was told this agent has seen this problem before and the solution is Fios adding the discount “manually” but not sure that’s accurate since the discount was automatic, as a part of the “program”.

Any assistance with this issue, or at least an explanation will be appreciate it. Thank you.

[KH-OrnEsh]

Hi @RAFBUS49 

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on the envelope icon next to your avatar at the top right corner of this page. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.