Not Given $10 Per Line Mobile Plus Home Discount I Was Promised

[jjs123456]

Well, it's  been 3 months since this issue started. 

Back on August 27,  I was told that I am eligible for the Mobile Plus Home promotion., which would give me a $10 discount per line on my account with no expiration without losing any existing discounts or having to change my pricing plan.  I have 7 lines.    I spoke with Alex at FIOS, Roxy at Verizon Wireless, and Hanna at FIOS.  In each case, I was clear that I have a residential FIOS account and a business Verizon Wireless account.  Alex and Roxy assured me that I am eligible for the discount.  Hanne said I am not, because I have a business wireless account.

I decided I would switch my wireless account to residential to get the discount.  On August 27, I spoke with Liam.  I told her that I did not want to switch to a residential wireless account, but I would to get the discount.  She told me I did not need to switch and that she would honor the $10 discount per line with no expiration on all 7  lines and promised that she had noted the account. 

THREE VERIZON PEOPLE SINCE THEN HAVE CONFIRMED HER NOTES are on the account and that they say that I will get the $10 per line discount - Carl, Shyla, and Executive Customer Service.  THREE SUPREVISORS HAVE PROMISED TO CALL ME BACK TO ADDESS THE MATTER AND NEVER DID - Kai, Isabella, and Milton.  One Supervisor, Carl, GAVE ME A FAKE NUMBER TO REACH LIAM.

The day after getting my bill that did NOT reflect the discount promised by Liam (9/28), I called and spoke to Dion who transferred me to Carl, a Supervisor.  Carl confirmed Liam's note on the account, and told me that the matter had been escalated and that Liam would give me the discount - I just needed to call her back at a number Carl gave me.  Carl lied.  The number was not for Liam, but for a Verizon sales rep.  I should have seen this one coming.

I called back right away.  I spoke to Nico, who eventually transferred me to Kai, a Supervisor.  She claimed that she personally knew Liam's manager, and that she would get the recording of the call with Liam and listen to it.  If the call was consistent with what I said, she would honor Liam's promise.  She promised to call me on 10/1.  Shockingly, I never heard back.

Next up, Shyla on 10/2.  She also confirmed Liam's note on my account.  Shyla transferred me to Isabella, a Supervisor.  Isabella gave me a one month credit and promised to call me back on 10/8 to address the issue.  I never heard back.

Then, I emailed Executive Customer Service on 10/28.  I should have posted here instead.  On 11/1, the agent confirmed in an email that I was promised the $10 per line discount with no expiration, but she would not honor it.  Instead, she offered me a 35% line access discount on 6 lines for 12 months.  I declined.  This was not what I was promised and not a unique offer.  Indeed, on 11/11, not related to the promised discounts, Sirisha gave me a 40% line access discount for 12 months on 4 lines AND promised to call me on Thanksgiving to give me an even better discounts on the other 3 lines - a clearly better deal!

Also on 11/11, Milton, Sirisha's Supervisor, wanted to speak with me.  I expressed my frustration with the $10 discount that had not been honored.  He promised to call me back on 11/13.  I am still waiting.

It continues to amaze me that no Supervisor calls back as they promise.

Maybe I should just switch to residential and get my discount and be done...

[jjs123456]

I have an email from Verizon Customer Support saying that they posted to this discussion and sent me a Private Message, but I don't see the reply or the Private Message.  What should I do next?

[vzw_customer_support]

We are truly sorry to see you in this dilemma. Our goal is to provide the world-class service you deserve.

We sent you a Private Message. Please review at you earliest convenience.

~Gilbert

[jjs123456]

Gilbert,

Thanks for your message.  I do not see a private message from you.  Let me know how to proceed.

Thanks,

John

[jjs123456]

Thank you Angel at Verizon for assisting me with this matter.  While Verizon could not honor the $10 per line discount with no expiration, Angel made a sincere effort to provide as much of an accommodation as she could, and I appreciate her efforts.  I am satisfied with the resolution.  Thank you Angel and Verizon!