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First Responder Discount

My husband has gone into the Verizon store twice since and called since last June to register and show his EMT first responders badge to qualify for the discount.  Both times they said our bill would be adjusted.  The last time which was in November said that they couldn’t backdate the discount since his first visit in June.  He has been an EMT since April 2019 and has been trying to take advantage of this since he learned of it in June.  ??????  What are we doing wrong???  If you are going to offer a discount, at least honor it...