This past weekend, I went into my local Verizon store to accomplish two things. 1) to upgrade my daughter’s and mine’s phone and 2) Lower my monthly payment. All I wanted to do was get help with new phones and small monthly discount on my bill, however I could get it. I was told that could happen my moving to a new plan that was the “exact match to my old plan in service and features and that it was just a newer plan with a slight discount.” I felt like I had accomplished what I needed. Imagine my surprise to find out that I lost my hotspot services. I called Verizon contact center to help return my hotspot services, while maintaining a monthly discount. I figure this was possible for a customer like me who has been loyal for over 25 years. Your agent and their supervisor said they couldn’t/wouldn’t do it, even though they kept moving the discount from 2 months, then 3 months, and finally 4 months. I just wanted my monthly discount and previous services without additional costs in the future. I’m sad on to say, but it looks like I’ll be moving to AT&T, who just won my home WiFi services too. Shame that someone at Verizon couldn’t accurately convey the services being sold to me, then wouldn’t honor the ongoing discount. Trading a $30-$40 monthly discount and losing over $300 monthly and loyal customer for over 25 years doesn’t seem like a good business decision. I guess this is goodbye after over 25 years, unless someone reads this who cares about customers and is willing to call me to make it right.
With great disappointment
Chad
Your loyalty means everything to us, and we are sorry to read that you had a negative experience, as this is never what we want for any of our customers. If you would like for us to take a look at your account, let us know, and we'll be happy to further look into this.
~Freddy
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