Verizon "customer loyalty credits" Bait & Switch

[IA_Daver]

In December I was at the Verizon store. I wanted to remove our iPad off the data account. The representative there helped me with that and told me I could add another line and upgrade my iPhone to a 6 Plus. This would make it 4 iPhones on the account. He said I could do this for only $7.00 more because we have been a customer for over a decade and he could add "customer loyalty credits". So I believed him, made the changes, and went on my way pleased with my purchases.

Every month since then, I have been over billed $25. Every month, I get a customer service rep on the phone that said they will correct my bill and credit back my account for previous months. Every month that rolls by, I don't see my account updated.

The day before yesterday, March 18th, I had a rep on the phone that agreed to fix this issue, reviewed it with her manager, and detailed out for me the credits she would apply and the adjusted rate back to where it was supposed to be in December. I felt I finally got it fixed. Yesterday, March 19th, I called to check my account, and once again nothing was done. Furthermore, all these calls I have had over the months, nobody took notes. The customer service rep on the 19th said he had no way to find out what the previous person said because she didn't put notes in the system. He said he couldn't simply contact her because the are in different call centers. He made light of my problem and actually chuckled on the phone that he could give me $5.00 off my next months bill. To say the least I was upset.

So now I am stuck with an extra phone line and an iPhone 6 Plus on their Edge Plus. Nobody now will help, they simply make excuses. Nobody seems to recall now "customer loyalty credits".

I told my neighbor of this problem, and wouldn't you know it, he had the same thing happen. Verizon sold him on upgrades promising an offset of costs using "customer loyalty credits" that never materialized.

I have been a customer for more that 15 years, traveled the world with my VZW phones, and never once had an issue dealing with this company. Verizon customer service used to be so good. I feel completely betrayed and feel the Sales group lied to me.

What's even worse, the customer service didn't seem to care less if I took my 4 iPhones and my 15+ years of business to AT@T.

Has anyone else had something similar happen ??

Disgruntled In Iowa,

David

[elliew]

... have you checked your bill? If you are on the Edge program, you are likely also receiving a $15 or $25 montly line access discount. Sometimes this can take 1-2 bill cycles to be applied, but this is the 'credit' that they are refering to.

[mama23dogs]

I Find is baffling that anyone thinks they can get a $800 phone and a new line of service and pay nothing, or next to nothing for it.

As suggested, look at your bill details.  You have an additional charge for the line and an installment payment for the phone.   This isn't an "over charge". It is the expected amount for an installment payment on the phone.

[Snn5]

Despite all the talk about checking a bill or "you should know better" business, you were lied to.  "Customer loyalty credits"....lies.  It isn't your fault.  Verizon has gotten too big and has gotten too complicated with its plans and rates.  Sales people are under pressure to sell the phones and plans they get commission for selling, and it's not beyond comprehension that shady tactics and re-wording of plan details are tactics used to make a sell.  After all, after you sign they get their money either way. 

[mama23dogs]

I Don't think she was lied to.  I think she doesn't understand the pricing plans.

The only $25 discount I can think of, is the Edge discount.  Which is a discount that would automatically be applied to the account.

IF a 2 year subsidy was used to upgrade, there is no discount, but also no installment payment.

[Snn5]

"customer loyalty credits"...

Who uses that term?

Salespeople.

[mama23dogs]

True.  It does sound like salesperson bull.  I see it posted all the time.  Reps give out the line discount like its a special, when everyone is getting it.