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Loyalty discount offered but now not being honored
mismocanibalismo

I called customer service (800-922-0204) on October 26 to inquire about any loyalty discounts available on my account. The representative put me on a brief hold, then came back to tell me that I had a loyalty discount on my account that would save me $50/month! I was very excited, to say the least. The rep then told me that the discount could not be applied until 11/4 (today), and asked what would be a good time to call me back to confirm. I said 11/4 at noon would be a good time, thanked the rep, and the conversation ended.

Shortly after that call, on the same day, I received a call from a supervisor saying that since my autopay comes out on the fifth of each month, the discount would apply to my upcoming 11/5 payment. I was happy to hear that, too! I had no other questions about my account, so I thanked her and hung up.

Today, 11/4, I did not receive the callback at noon as I was promised. I called the number again and inquired about the loyalty discount, but this time the representative said he did not see any loyalty discounts on my account. I then told him what I was promised on 10/26, and how the discount was supposed to be applied today, but he did not know what I was talking about. There were no notes on my account from either the first representative or the supervisor that called me afterward.

In retrospect, I do not really understand why I had to wait for the loyalty discount to be applied to my account in the first place. The representative today took some notes and said that I would be hearing back from Verizon after an investigation is performed into what I was promised. I certainly hope that they listen to the recorded phone calls from 10/26.  I am concerned that the loyalty discount has dropped off my account and now cannot be applied.

Needless to say, I am very, very upset. My family has been with Verizon for 28 years. I am so incredibly disappointed with how this has panned out. Why bother promising something like that if you aren't going to follow through?  We're talking $600/year here!  Devastating.

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Re: Loyalty discount offered but now not being honored
vzw_customer_support
Customer Support

I am sorry to learn of your disappointment. It is certainly important to have all the qualifying discounts added to the account. I am glad to know that you were able to speak with someone who will look into this further for you. 

-Tionna

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Re: Loyalty discount offered but now not being honored
mismocanibalismo

It’s been weeks and no one has given me an update on this.  I still do not see the promised $50 loyalty discount on my current or upcoming bill.

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Re: Loyalty discount offered but now not being honored
vzw_customer_support
Customer Support

By connecting with us, you grant us permission to review your services, so we can offer you the best value. Refusing to authenticate will not impact your current services. It is your right and our duty to protect your account information. For quality, we may monitor and review this conversation. Visit our information collection and privacy policy to learn more at verizon.com/privacy. Please note that the link we provide has a timed expiration, so we encourage you to continue as soon as possible.

Authenticate and continue here:http://spr.ly/6007MAcRR

-Lorenzo

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