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What to do if told different things by different customer service reps?
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jandmpitel
jandmpitel
Member
‎10-03-2016 12:38 PM

I've been a customer for 5 years now and one of my lines is almost out of contract. The other line is on a phone payment plan with the $25 month2month discount with one more year of device payments. I have 6 GB shared data on the More Everything plan. I called customer service to get info on my options and was told the following:

  1. If I converted my account to the New Verizon Plan, I could maintain the $25 month2month discount on the other line.
  2. Converting to the New Verizon Plan, I could choose the 2-year contract option and pay the discounted device price up front and have a $20/month device access fee for the upgraded phone.

After thinking it over for a few days, I called back to make the change to my account (since I could not find how to do it myself online) only to be told that both of those things are not true. Something he did tell me this time though, is that I would be able to call back again after my contract is over and have someone apply the month2month discount to my first line if I do not covert to the New Verizon Plan. But now, after reading through the forums, I'm discovering that the month2month discount was discontinued 6 months ago! I really don't want to call a third time just to be told that the discount is not possible.

I've heard many bad reviews for Verizon's customer service and now I guess I'm finally experiencing it first hand. Are they just trained to tell you what you want to hear until it's actually time to do something on your account? Has anyone had a similar experience and what did you do? Is this just a case of "deal with it or leave"?

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rcschnoor
rcschnoor
Sr. Leader
‎10-03-2016 01:06 PM

jandmpitel wrote:

I've been a customer for 5 years now and one of my lines is almost out of contract. The other line is on a phone payment plan with the $25 month2month discount with one more year of device payments. I have 6 GB shared data on the More Everything plan. I called customer service to get info on my options and was told the following:

  1. If I converted my account to the New Verizon Plan, I could maintain the $25 month2month discount on the other line.
  2. Converting to the New Verizon Plan, I could choose the 2-year contract option and pay the discounted device price up front and have a $20/month device access fee for the upgraded phone.

Neither one of the 2 points you have listed above is correct.

jandmpitel wrote:

After thinking it over for a few days, I called back to make the change to my account (since I could not find how to do it myself online) only to be told that both of those things are not true. Something he did tell me this time though, is that I would be able to call back again after my contract is over and have someone apply the month2month discount to my first line if I do not covert to the New Verizon Plan. But now, after reading through the forums, I'm discovering that the month2month discount was discontinued 6 months ago! I really don't want to call a third time just to be told that the discount is not possible.

Yes, Verizon discontinued the ability to manually add the month to month discount in your MyVerizon acct. There were reports that they would not allow you to call in and have a CS rep add it any longer either, but I called in and had it added on a newly month to month line a couple of months ago after that was reported. Additionally, others on this forum have reported doing the same within the past month.

I suppose some might find it bad to call in and not be allowed a discount. I would think it is worse to NOT call in and then find out others DID call in and have the discount added. To me, a $25/month discount is worth a call.

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rcschnoor
rcschnoor
Sr. Leader
‎10-03-2016 01:06 PM

jandmpitel wrote:

I've been a customer for 5 years now and one of my lines is almost out of contract. The other line is on a phone payment plan with the $25 month2month discount with one more year of device payments. I have 6 GB shared data on the More Everything plan. I called customer service to get info on my options and was told the following:

  1. If I converted my account to the New Verizon Plan, I could maintain the $25 month2month discount on the other line.
  2. Converting to the New Verizon Plan, I could choose the 2-year contract option and pay the discounted device price up front and have a $20/month device access fee for the upgraded phone.

Neither one of the 2 points you have listed above is correct.

jandmpitel wrote:

After thinking it over for a few days, I called back to make the change to my account (since I could not find how to do it myself online) only to be told that both of those things are not true. Something he did tell me this time though, is that I would be able to call back again after my contract is over and have someone apply the month2month discount to my first line if I do not covert to the New Verizon Plan. But now, after reading through the forums, I'm discovering that the month2month discount was discontinued 6 months ago! I really don't want to call a third time just to be told that the discount is not possible.

Yes, Verizon discontinued the ability to manually add the month to month discount in your MyVerizon acct. There were reports that they would not allow you to call in and have a CS rep add it any longer either, but I called in and had it added on a newly month to month line a couple of months ago after that was reported. Additionally, others on this forum have reported doing the same within the past month.

I suppose some might find it bad to call in and not be allowed a discount. I would think it is worse to NOT call in and then find out others DID call in and have the discount added. To me, a $25/month discount is worth a call.

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jandmpitel
jandmpitel
Member
‎10-03-2016 08:14 PM

Thanks for the quick reply, rcschnoor. My frustration is not about their discontinuation of a discount, it's the straight up untruths that I've been told on more than one occasion. This would be a different story (or probably not even a story) if the service reps knew what they were talking about the first time I spoke with them. I just ask that they be straight with me so as not to waste my time or theirs. I can take it (or leave it if it comes to that).

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