Context: I was originally on 5GB prepaid plan for a long time ($25 after autopay and loyalty discounts; $40 originally). Few days ago, I upgraded to the 15GB prepaid plan ($45 originally) in store.
Background: When I saw the cost, I questioned your store associate what was the discount that brought it down from $45 to $35. The first seemingly junior associate was unable to provide a simple answer, nor was she able to pull up the cost breakdown. She sought help from a seemingly more senior associate who told me that the $10 discount was from loyalty discount. He further explained that loyalty discount is based on how long I have stayed with Verizon, not a particular plan. Further, he said $10 autopay will be in effective after the first billing cycle. Since he also was unable to provide a digital breakdown of the $35 cost, I had to go by his words.
Problem: MyVerizon is showing the $35 plan is discounted with $10 autopay discount. There is no loyalty discount whatsoever. I later look online. Verizon website states that either autopay or loyalty discount can be applied, meaning the plan will be $35. Essentially, your incapable employees who knew nothing about the plan sold me to it with false knowledge. This is unacceptable.
Anticipated resolution: (1) Revert my plan back to the 5GB prepaid plan that was $25; or (2) Allow both discounts on my current 15GB to make it $25.
I will surely go to BBB for this if you fail to resolve this to my reasonable satisfaction in a timely manner (before this Friday 10/18/2024).
I am confident that you can find out who of your employees made the mistakes with the following information. Go look at their store CCTV or whatever you need to figure it out.
Date of encounter: 10/11/2024 (3pm EDT)
Verizon location: 350 Massachusetts Ave, Indianapolis, IN 46204
I can provide the receipt for upgrade if necessary.
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