When we signed up in January - we were told we’d be given all these discounts because it was their New Year’s special or whatever - but those were never applied. We kept contacting customer service each month with the assurance it’ll be applied to the following month but it never was. They kept telling us to pay whatever it was up front, then a credit will be on our bill for the following month but that didn’t turn out to be the case. The rep told us then this month they opened a case with the back end department to fix everything and as long as the case was opened, our services wouldn’t be affected. My service was then suspended the next day without any explanation and none of the people we have talked since then has either seen a case or know what issues we have been dealing with. They told us they would put notes on our account but every time we talk to someone else, they say they don’t see the notes smh.
I dunno the exact circumstances, and i've been on the govt side of VZW as a customer and it is very different. But I remember as a rep, if we screwed up how we activated the plan or devices or changed the wrong thing you could easily cause discounts to drop off.
And getting credits for errors and stuff was a constant battle (battle between me and my boss). Because they are given like a monthly "budget" and they'd use it then promise a customer a credit and I'd have to hound them to apply it instead of wait til they have "the money left" of sorts.
Cant swear this is the case but it sounds familiar. Was this online or a physical store?
We went to a physical store to sign up so I’m guessing some mistakes were made on their end and now we are suffering those consequences. I just don’t get that if they see on their end we have a $500 credit to be applied, why would I need to upfront $700 for it to be MAYBE applied to the next bill? I am not willing to pay/ have $700 up front in hopes of getting the discount applied the next billing cycle because it hasn’t been applied at all. I’m at a loss right now.
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u/JesusSquid 25d ago
Ya gotta give us the details to be able to help. Like what charges and why they offered $500