Employee discount not honored

[VerizonMIGuy]

Hello,

I see there have been a few threads posted about this.  I am throwing mine in because the long, twisted path our discount invalidation came about is something I want to share with others in the same boat who have been partially, but perhaps not yet fully, cheated. I joined Verizon a little over three months ago. I switched over from Sprint due to what ostensibly was a better deal on Unlimited Plans through on Verizon. If that were the case though, I wouldn't be writing this.

Verizon posts and promotes about its various employee discounts to bring in customers, and has active pages up for more information. We were eligible for a specific employer-related discount of 21%. When we signed up with Verizon, it was our understanding that the employee discount would apply (because it was clearly on the website). Within a day of us activating our service on the Unlimited Plan, in March, we uploaded and sent in the request of employee documents to verify our status for the Verizon discount. We received a confirmation email from Verizon, along with a confirmation number, several days later, which seemed like a great sign. This email acknowledged the receipt of the employee documents and said that those documents had been reviewed and that the discount was applied - and that the credits would apply in one to two billing cycles. With our latest bill arriving this past week and it not having the discount applied, I checked in via the online chat, and was told that the employee discount didn't apply to Unlimited Plans.  Here's the reply:

Now forgetting for a moment that the last statement is not true, how is it that Verizon "validated" the employee discount, but it was simultaneously not applicable for the Unlimited Plan? Wouldn't an in-applicable discount be, like, not validated? And might that have been noted in the email they sent, instead of directly implying that the discount went through. We were never told this discount would not apply with this plan, at any point during the sign-up or validation process, nor was it readily apparent in any of the disclosures or during talks with the customer service reps we worked with. And it took me following up after three months (again, I waited just because the email said it takes several cycles for the credit to appear) to even know it didn't apply. So, in the meantime of thinking the employee discount was active and going to be applied soon, I spent an extra $65 a month for three months (our 21% discount came to this amount off), and a current bill, bringing us to about $260 in overcharges. So then, in raising this to the online rep, I received this condescending note:

Verizon, this must be fixed. It is one thing to just not read the fine print and then be stuck with the non-discounted service. It's another for Verizon to very broadly promote a discount and ALSO validate and approve it for a customer, and then not honor it (or bother to tell them it doesn't apply). Give your customers a firm, clear confirmation immediately about employee discounts, and stop "validating" submissions that aren't applicable.

[rcschnoor]

Verizon does not offer employer discounts on the new unlimited data plan. Only military/veteran discounts are valid on that plan. That does not mean that your employer discount was not applied. Employer discounts work on eligible plans and on eligible accessories. The unlimited data plan is NOT an eligible plan. Your discount could STILL have been applied and you would be eligible for that discount on any eligible accessories you purchase. If you switch to a different (eligible) tiered data plan, your employer discount would automatically kick in.

Employer discounts have not been eligible for the unlimited data plan since it was first re-introduced.

[VerizonMIGuy]

Yes, I said in my post that this was made clear after the fact. What I noted in my post is that this was not expressed when we set up the service, and your average customer couldn't care less about a discount on a phone case--they want a discount on the service lines, which is what ATT, Sprint etc. offer. T-Mobile would be the only other major mobile provider that offers limited or no employee discounts, but I have yet to encounter a situation where the process is as murky as this. The form we submitted our discount claims on and the confirmation emails did not make a distinction between discounts on service lines versus discounts on websites. And furthermore, this is decidedly not what at least I heard from a Verizon customer service rep.

The customer service reps are engaging in practices that are intentionally unclear, or deceptive, at worst. One wonders when the FAQ on employee discounts was posted outlining this, forgetting the points about. You typically see dates for when the content was posted; that's how much policies are outlined, with an effective date.

At any rate, you've made your point (here and it seems on many other related points, favoring Verizon's "policies"). I'd rather hear from them directly.

[rcschnoor]

VerizonMIGuy wrote:

At any rate, you've made your point (here and it seems on many other related points, favoring Verizon's "policies"). I'd rather hear from them directly.

You have not read many of my posts, then, as there are MANY where I am against Verizon's "policies".

VerizonMIGuy wrote:

The customer service reps are engaging in practices that are intentionally unclear, or deceptive, at worst. One wonders when the FAQ on employee discounts was posted outlining this, forgetting the points about. You typically see dates for when the content was posted; that's how much policies are outlined, with an effective date.

Many of us on these forums have known about the lack of employee discounts since it was first re-introduced and have mentioned it in MANY threads. We got this information from the unlimited data plan FAQ which was posted at the time.

Can I Use My Work Discount With The New Unlimited Plan?

Does The Unlimited Plan Get Military Discounts?

Why can't I get my employee discount when I switch to the unlimited plan?

Is the Veterans discount still applicable on the new Verizon Plan Unlimited?

Unlimited Data Returns to Verizon

[vzw_customer_support]

VerizonMIGuy,

We're very glad to have you in the Verizon family and very sorry one of your first experiences with us wasn't a positive one. I would love the opportunity to go over this together and turn this around.

We absolutely do continue to promote employee discounts because the majority of our current plans do still qualify for them. Discounts can be a great way for many customers to save and even if your plan doesn't qualify they can provide other benefits such as the accessory discount rschnoor mentioned. When signing up for the discount http://vz.to/2hoEx62 we do advise that this does only apply to qualifying plans and we provide links to our FAQs which answer questions about what does and doesn't qualify. If you are asking about a discount and mention that you're signing up for unlimited we'd also certainly want anyone you work with to be clear about this not qualifying.

The validation email means that we have validated you do work for that company and qualify for the discount. It also validates that it has been added to your account but that doesn't necessarily mean your current plan would qualify for it. This actually does do a few things. You would receive any other benefits the discount has such as the accessory discount. You would also have the discount on your account and ready if you do in the future change to a qualifying plan. That way if you make such a change you'll start saving right away.

I did want to clarify the amount of the discount as well in case you later do switch to a qualifying plan. I know you mentioned it was the unlimited plan and you have a 21% discount but that would be a long way from $65.00 a month. The employee discount does apply to the account level charge on any plan. It does not discount other charges such as insurance, line charges, equipment charges and most other monthly charges.  The account charge on the single line unlimited plan is $65.00 a month so a 21% discount on that would save $13.65 a month. The charge on the shared version of unlimited is $110.00 a month so on that a 21% discount would be $23.10. These plans don't qualify currently but if that ever changed that is the amount you would save and if you do switch to a qualifying plan in the future that account charge is what the discount would apply to.

AndrewT_VZW

Follow us on Twitter @VZWSupport

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[Undermoose]

I had the same experience signing up Sept. 2019. I was told I would receive my employer discount, then I was denied. I found this out yesterday wondering where my discount was. 

The cust. rep first says it is a problem with the tax ID, then says the plan is ineligible. I was then offered a $25 credit for the "miscommunication" which I have not accepted yet.

If I had the funds I'd sue Verizon.

I hope a legal firm picks up on this and finds cause for a class action law suit.

You can't tell people at point of sale the discount would apply, confirm it via email, then say sorry for the miscommunication, pay up!

[mama23dogs]

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@Undermoose wrote:

I had the same experience signing up Sept. 2019. I was told I would receive my employer discount, then I was denied. I found this out yesterday wondering where my discount was. 

The cust. rep first says it is a problem with the tax ID, then says the plan is ineligible. I was then offered a $25 credit for the "miscommunication" which I have not accepted yet.

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You can't tell people at point of sale the discount would apply, confirm it via email, then say sorry for the miscommunication, pay up!

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For a policy that's published on the website for all to see?  You haven't a leg to stand on.  
Discounts do not apply to service charges but may waive fees and provide discounts on accessories 

[Undermoose]

I think I do.

When I walk into a store and I am told at point of sale that I am entitled makes me entitled.

You're saying I have to have read all the fine print at the store, and buyer beware? I need a lawyer to review what the sales people tell me to my face? Sales people offering bad information are not what Verizon should stand behind.

Then to call customer service to ask how to enroll and they give me the details, only to be denied after my return period expires? I signed up the next day after the sale, had the enrollment been denied immediately I'd have at least had the opportunity to decide. 2 months later I find out I was denied because I called, there was no communication from Verizon.

Bad business practices by Verizon.

Numerous complaints by people posting on the web.

You'd think they'd at least manage their discount eligibility up front with a signed document, like all the other documents they make you sign.

Yes, a case could be made to support people's claims.

[mama23dogs]

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@Undermoose wrote:

I think I do.

When I walk into a store and I am told at point of sale that I am entitled makes me entitled.

Discounts are a gift, not a right, per the agreement your employer has with Verizon.  And that's what you got.   No service discount.  Waived upgrade and or activation fees, discounted accessories or what ever the agreement allows.

You're saying I have to have read all the fine print at the store, and buyer beware? I need a lawyer to review what the sales people tell me to my face? Sales people offering bad information are not what Verizon should stand behind.

If you don't feel able to read the customer agreement and prices per the published sources, I guess so.  

Then to call customer service to ask how to enroll and they give me the details, only to be denied after my return period expires? I signed up the next day after the sale, had the enrollment been denied immediately I'd have at least had the opportunity to decide. 2 months later I find out I was denied because I called, there was no communication from Verizon.

FYI same deal as At&t.  

Bad business practices by Verizon.  Published information 

Numerous complaints by people posting on the web.

You'd think they'd at least manage their discount eligibility up front with a signed document, like all the other documents they make you sign.

That I agree with.  I find it hard to believe they don't know discounts don't apply to unlimited, it written in stone. 

Yes, a case could be made to support people's claims.

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It's not going to change your bill. 

[Tigerstep]

Gosh, I'd hope not. The thought of wasted tax payer money used to sue for "Verizon didn't make my bill cheaper, how dare they charge exactly what is advertised!" doesn't sit well. Fortunately, it's in the terms of service you can't do a frivolous lawsuit as you're suggesting.

Unlimited plans have autopay discounts that everyone is qualified for and first responder/military as discounts that are stackable. The average employee discount is around 15%, the highest data package readily available is 8GB -- a $70 plan. That's only $10.50 vs the $10 off per line ($5 on legacy plans) with autopay.

PS: The only thing any one is entitled to with any carrier is working service.

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@Undermoose wrote:

I had the same experience signing up Sept. 2019. I was told I would receive my employer discount, then I was denied. I found this out yesterday wondering where my discount was. 

The cust. rep first says it is a problem with the tax ID, then says the plan is ineligible. I was then offered a $25 credit for the "miscommunication" which I have not accepted yet.

If I had the funds I'd sue Verizon.

I hope a legal firm picks up on this and finds cause for a class action law suit.

You can't tell people at point of sale the discount would apply, confirm it via email, then say sorry for the miscommunication, pay up!

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