Arbitrary plan change increased cost $25 per month when swapping device

[Dpdan]

I replaced my damaged device with an old device on the same line.  This lead to an unwanted change to that line which increased the monthly cost by $25.   All the other lines on the shared plan remained the same with no increase.  No explanation of why it changed or why it couldn't changed back after two length chats with customer service.  More than 25 years with Verizon always a satisfied customer until now.  T-mobile sending me a device to test drive their network for 30 days, it it works I feel no choice but to change.

[vzw_customer_support]

Dpdan, we'd be sad to see you leave the Verizon Wireless family after 25+ years! We love your loyalty. We would love to see what is causing the amount for this one line to jump up. So we can review the details, I've sent you a Private Note. Please respond to that message. KevinR_VZW 

[Dpdan]

I have sent three replies to private message and have heard nothing back!

[Tigerstep · Accepted solution]

Chat support is useless and forum support is overly scripted.

Do you have the More Everything plan by chance? If you do, sounds like the $25 discount might have accidentally dropped off. If that's the case, Care can fix it. Even if it's a different issue, support is leagues better than chat.

[Dpdan]

Thanks,  I called and found out the discount had already been reestablished despite what chat told me.  She also reimbursed the month where the discount had fallen off.

[vzw_customer_support]

Dpdan,

That's great to hear. We want to make sure you are saving everything that you are able to. 

AndrewT_VZW