Promised Free TravelPass Days But Did Not Receive.

[Eileen_R]

I just switched from 5G Start to Unlimited Welcome. The rep I chatted with promised me multiple times (I have the screenshots of the chat) I would get 3 FREE TravelPass days per month as part of this plan.i had seen this online at the time as we;l, but of course it’s not there anymore. I spent hours on the chat, patiently typing away. Next day, when I checked I had received NO free TravelPass days, or ANY TravelPass days at all. 

Chatted again with Liza, who could see what I had been promised and said she would make sure I got it. She added on TravelPass at $10 charge but said that charge would be waived and in future I would get 3 FREE TravelPass days per month automatically. I have screenshot of this promise too,

After chatting with Liza for hours, she disappears and Megan comes on. Had to repeat it all over again. Megan assures me, in the end, after trying to give me a $50 one-time credit, that I would  get 3 Free TravelPass days every month for a year and every month a $10 manual credit would be applied to my account. Do I believe this will happen? No. And is this even what I was promised? No. I was promised 3 Free Travel Pass days per month for the life of my plan. 

Why do the agents continually promise things and not give them? Is it a training issue that they don’t know what the plan provides? Or do they make these empty promises just so you will buy the plan?

I have been a Verizon customer for over 35 years and I’ve wasted COUNTLESS hours recently dealing with this and several other similar problems. .Billing mistakes, promised loyalty discount I didn’t get and had to call back in for again. Etc. 

I spent hours and hours and hours trying to get some incorrect pending charges removed from my bill without success. One day I just logged in and suddenly there was a little button asking me if Imwanted to cancel pending charges. The button wasn’t there before. I hit cancel and they all vanished instantly. Now why couldn’t an agent direct me to this button earlier or if it didn’t appear until a certain date, ask me to wait to see it? 

And why doesn’t Verizon let you see the chats after they have ended? Why don’t they email you the  chats? Why do you have to take screenshots as proof of what you were promised? Maybe they hope you will get off the chat and have no proof of what you’ve been told. 

I really hope this can be straightened out without me spending countless more hours. Maybe an additional $10 loyalty credit for the life of my plan would do it. 

[vzw_customer_support]

We know how important it is to make sure you receive all the features for your plan. Were you charged for the Travelpass services when you travelled? 

~Freddy

[Eileen_R]

I was credited $10 but lost the free day, which was a shame because the agent then told me I didn’t need to use my phone. That part turned out to be a moot point, because I did later need to use my phone. But I don’t care about that. I just want the 3 free days going forward per month that I was promised without having to ask for it as a manual adjustment each month. Thanks. 

[SynthpopAddict]

I've not heard of this free TravelPass promo myself; maybe it is something only offered in a specific area?  It sounds like the ad which was playing on a radio station in my town where Verizon was offering 3 lines of Unlimited Welcome for the price of 2.  I'm willing to bet that if you don't go to a corporate store in the town where the ad is playing and have someone there set you up, nobody will know how to get the promo applied because calling or using the online chat function gets you to someone located at who knows where who doesn't even have access to a "local" promo.

Verizon really ought to streamline their promotions to where there aren't a zillion of them out there at any given time and some of them having limited distribution area.

Can't speak for the chats not being saved or being unable to download them, but that's something else which could be improved.

P.S. - TravelPass isn't something which has a bank of "days" in your account.  It's a feature which activates if you are outside of the US and your Verizon SIM or eSIM realizes your device is now on some foreign network - you then get prompted on your phone about whether or not you want to enable TravelPass for that day and then you will be billed $10/day after the fact (assuming you're a postpaid customer).  So there's not really a way of even knowing if you got 3 days free, unless you go abroad and take the chance of activating TravelPass for 3 days...

[vzw_customer_support]

I am glad to hear that the $10 charge was waived for you this time, Eileen_R. I know that it's important to have the right plan to meet your needs. I do apologize for any misinformation you received in regards to TravelPass. Unlimited Welcome, as you have learned, does not include TravelPass. The only plan that includes any International coverage is Unlimtied Ultimate. TravelPass would be an additional charge for Unlimited Welcome. If you'd like, I would be happy to help review plans to make sure we've got you in the right plan based on your needs. How frequently are you traveling outside the U.S.?

-Joseph

[Eileen_R]

Hello, Joseph. I am afraid Ultimate Plan is too expensive. Apologies are nice, but don’t really cut it. Especially for an almost 4-decade customer. I don’t know if you’ve had a chance to read the very lengthy chats. Yes, I’m sure it will take a long time to read. It took me even longer to type, hours of my valuable time, and I am afraid I did begin to get a bit upset as I was continually cut off and shifted to another agent, and had to start over again. 

I have screenshots of all of the pertinent parts of our conversation and I can’t help but thinking that someone in the upper echelons of your organization, like the CEO, or someone else in charge of Customer Relations, would benefit from seeing how their agents clearly make wildly untrue claims and promises to Verizon’s longstanding customers, only to abandon ship and leave them holding the bag after they have made a purchase, and are then forced to engage in and endure very lengthy marathon chat sessions after they have purchased something that does not behave as promised. Surely, I believe, these misleading practices are not encouraged and supported by management? 

I’m extremely upset about this. I’m sure it could easily be resolved and should be resolved in this case in my favor, as you will surely agree when you see with your own eyes how the agents clearly PROMISED me ‘THREE FREE TRAVEL DAYS A MONTH” now and in the future. I am sure there must be a very simple way for Verizon to make whatever exception is needed in this case to give me what I was PROMISED, over and over again, by multiple agents. 

Thank you and I could we continue our chat outside of the Forum? 

[Eileen_R]

I’m sorry. I got the quote a bit wrong. For the sake of accuracy, the below is just ONE of the times the Verizon agent promised me:

ME: “So you are saying that for all future months for the life of my plan I will get 3 free travel pass days added to my bank that I don't have to pay extra for, is that correct?”

© Verizon Agent

Absolutely correct.