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Poor customer service
upset42
Member

In December I started a new job which offers an employee discount for Verizon Wireless. Previously I was receiving the military discount. When I submitted the request to change to the employer discount they said it would be up two billing cycles until the new discount was applied. Before applying the new discount they stopped the military discount. The part that upsets me the most is that not only did they stop the old discount before the new discount was applied, they back charged for the discount applied the previous billing cycle before I requested the change!!!!! 

I went to a Verizon store and they said that they can not help with billing issues. Per the stores advice used the chat through the Verizon app. They apologized and said the discount would be on the next bill as well as a credit for the missed discounts. I received my next bill with no credits and no discount. I called a waiting on hold for what seemed like forever. The customer service rep told me completely different information then the representative I chatted with.

This is the same type of customer service I received for my last cellular provider and the reason why I had switched to Verizon!

Do they treat everyone like this?

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Re: Poor customer service
upset42
Member

After over an hour on the phone, I have now discovered that the reason why I am not receiving a discount is because my phone plan is not eligible. I guess it is to much to ask to be notified on something like this. I now have to re-apply for my old military discount and wait another two month to see if that take affect. Really, is this the best you can do Verizon???

Re: Poor customer service
vzw_customer_support
Customer Support

As a consumer myself, I love to save money. The Military discount does not take long to activate if you apply online and provide the proper documentation. This is the link: https://www.verizonwireless.com/support/how-to-use-discount-registration/ As for not getting a discount, our plans are already discounted which is why they don't qualify for additional discounts. DoloresK_VZW

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Re: Poor customer service
vzw_customer_support
Customer Support

We're sorry to hear about your experience we value your time. Can you tell us more about the what were you told when speaking on the phone? JoelD_VZW

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Re: Poor customer service
upset42
Member

Between the chat and phone conversations, the customer service reps stated that they could the employee discount was verified and should be active. They did not say that the discount was not valid with my current service plan. 

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Re: Poor customer service
vzw_customer_support
Customer Support

upset42,

 

I am truly sorry that you were not originally informed that your plan would not qualify for the new discount. I am however confident that your military discount will be reapplied, so that you can receive the discount once again. Keep in mind that it can take 1-2 bill cycles to appear on your bills. If you have any issues with getting your military discount reapplied, we would love for you to reach out here, so we can assist you. How does that sound? 

 

MichelleH_VZW

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Re: Poor customer service
upset42
Member

I have once again applied for my military discount and it was approved. Now that I have received my latest bill I have so far missed out on $120 in discounts because Verizon could not bother inform me that the new discount from my employer was not compatible with my phone plan. The military discount is the reason why I chose Verizon over AT&T. 

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Re: Poor customer service
Tigerstep
Sr. Member

If your military discount was originally added before Aug 2019, you lost out on higher discounts.

Military discounts after added Aug 2019 given a smaller discount towards unlimited data.

 

Re: Poor customer service
upset42
Member

You are correct, the discount went from $40 to $25. I guess I will have to call and see if they change it back or I will see what AT&T has to offer.

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