Need Help With Verizon Customer Service, Please!!

[tennistim777]

Hello, everyone. Ok, so here's my problem with Verizon Wireless. My wife and I have been with Verizon for just over 5 years. We are in the middle of our 3rd- 2 year contract. We just recently found out that Verizon has not been crediting our account with the proper "access discount". For the past 5 years they have been giving us only 5% off or bill. During a recent holiday visit to our relatives home (who we also talked into getting Verizon wireless service), during an "over dinner" conversion, we became aware, for the first time, that we should have been receiving a 20% access discount during our time with Verizon, as my wife and her Dad work at the same company. From the first 2- year contract and each successive one after that, my wife ALWAYS showed her work ID and brought in a pay stub to verify her employment. We could only assume that the 5% access discount was correct amount do to the fact that we didn't have access to this so called "employee discount master list". It was only after our conversation with her Dad when he showed us his bill, that we became aware, for the first time, that our access discount should have been 20%, also. Now, after doing some rough math, we have been over charged to the tune of SEVERAL hundred dollars over this period of time. We contacted a Verizon store manager and was told "it was over their head" and I would have to contact the 1-800 customer service line. After contacting them, it was all apologies and would only offer to credit me back THIS current contract years over charges and promised to change the access discount to the proper amount. We did not agree to this resolution, yet still received this credit and STILL are only receiving the 5% discount. I STRONGLY feel the we have been over charged during the first 4 years and are STILL being overcharged and all our concerns are falling on deaf ears. I am considering several options. Does anyone have a current contact phone number or address of someone at Verizon, who is in a position to make a decision, which will make our situation whole? Thank you, in advance, to all that reply!!

[jseah]

Did they just get the discount amount wrong? Or did the discount percentage change? Because if the discount percentage changes, they won't automatically change your discount. At work, I had a 15% discount, and then one day I saw on the website that the discount had went up to 19%. Verizon never automatically applied the higher discount to my account.....not until I "reregistered" my line.

[rhh621]

I had a 15% that went up to 19% and it was changed automatically.

Also, I would take what what they are offering you. It is is highly unlikely that they are going to go back and credit you. Discounts change periodically. It would probably be very difficult for Verizon to verify what the discount was for your company three years ago.

[tennistim777]

Did they just get the discount amount wrong? Or did the discount percentage change? Because if the discount percentage changes, they won't automatically change your discount. At work, I had a 15% discount, and then one day I saw on the website that the discount had went up to 19%. Verizon never automatically applied the higher discount to my account.....not until I "reregistered" my line.

Thank you for your response! My wife checked with her co-workers, who also have been with Verizon over the past 5 years, and it has always been the higher amount. The Customer Service Representative at the store NEVER told us about registering our lines for any access discount during any of our 3 different contacts we've signed. They told us "that is the discount" and that is what would be applied. At each contract renewal, my wife showed her company ID along with her pay stub. We were assured that it would be taken care of, and just recently are finding out that it wasn't. Thank you, again.

[Vatothe0]

You can dispute charges up to 180 days old in some states, check that out. Otherwise, you paid all the bills accepting the charges (and credit) on them. I think the bill says what the time frame is.

[tennistim777]

I had a 15% that went up to 19% and it was changed automatically.

Also, I would take what what they are offering you. It is is highly unlikely that they are going to go back and credit you. Discounts change periodically. It would probably be very difficult for Verizon to verify what the discount was for your company three years ago.

Thank you for your response. I, respectfully, see things differently then you. They admitted that the discount was wrong and offered us credit back for "this" contract only. If they are admitting that they over charged us this contract, they certainly over charged us the past two contracts. This over charges are into the several hundred dollar range!! What's right is right and what wrong is wrong. I believe strongly that there is no gray area here. They over charged us a lot of money and need to right this wrong. I believe there is someone at Verizon who is in a position to resolve this matter. Does anyone know as to who I can contact specifically and directly to make this matter whole? Thank you, in advance, to all that reply!!

[Jonbo298]

It sounds bad to say it this way but its what is followed by alot of businesses.

Part of the responsibility upon the customer is to verify their bill is accurate. By paying each month without looking it over, you are assuming everything is correct. Verizon (and millions of other businesses) does not have the resources to check everyone's bill every month to ensure it is accurate.

You are responsible for bringing any errors to the attention of the company. If not done in a timely manner, it will only be credited back a certain point. If notation was put in saying they would correct the discount and it wasn't, then they can credit from time it was first brought to the company's attention.

No, I do not work for Verizon but I have worked for a different phone company, and the policy, while it sounds bad, is what is expected. Look over your bill each month. Stop assuming its accurate and just paying without looking.

[tennistim777]

You can dispute charges up to 180 days old in some states, check that out. Otherwise, you paid all the bills accepting the charges (and credit) on them. I think the bill says what the time frame is.

Thank you for your response. I couldn't dispute the bill, because I was given bogus information from the start. I could only presume the Verizon employees at the store knew there jobs and were giving me the proper discount. I didn't have access to the "employee discount master list". Verizon has already admitted the mistake on there part and still haven't got it right. I believe there is some one at Verizon who can rectify this situation and that is what I am seeking. Thank you again for your comments!!

[tennistim777]

It sounds bad to say it this way but its what is followed by alot of businesses.

Part of the responsibility upon the customer is to verify their bill is accurate. By paying each month without looking it over, you are assuming everything is correct. Verizon (and millions of other businesses) does not have the resources to check everyone's bill every month to ensure it is accurate.

You are responsible for bringing any errors to the attention of the company. If not done in a timely manner, it will only be credited back a certain point. If notation was put in saying they would correct the discount and it wasn't, then they can credit from time it was first brought to the company's attention.

No, I do not work for Verizon but I have worked for a different phone company, and the policy, while it sounds bad, is what is expected. Look over your bill each month. Stop assuming its accurate and just paying without looking.

Thank you for your response. As I have stated, I had no reason to question the 5% access discount that showed on my bill because that was what I told told at the store level would be applied. I only find out now that that amount is, and has been, incorrect, from the start. I don't work for Verizon, I wouldn't know what the proper discount was, so how could I dispute it then? I can only presume that their employees are doing there job correctly and applying the proper discount. Thank you again for your comments.

[CanAm]

First of all, its not up to the store who determines your discount. There is a department within VZW that receives the applications, check stubs, ID's etc, and they have the master list that determines the discount. So, even though you feel you were slighted at the store, its not those at the store who determine this. As has been mentioned previously, it is up to the individual to look over their bill and determine if it is accurate. The quickest way to see what the access discount should be is to go to www.vzw.com/ryl and enter your work email address and the primary line on the account and you will know immediately what your discount will be, if any. If it says congratulations you qualify, you open up your work email and fill in the information and within minutes its added to the primary line on the account. Remember that the primary accountholder name on the account is the only one who can get the discount. For example, if John Smith is listed as the accountholder, and Judy Smith, the spouse is the secondary line on the account but her company offers the discount, she would need to do an Assumption of Liability and have the account put in her name before the discount can be applied.

[tennistim777]

[QUOTE=9Dodge19]First of all, its not up to the store who determines your discount. There is a department within VZW that receives the applications, check stubs, ID's etc, and they have the master list that determines the discount. So, even though you feel you were slighted at the store, its not those at the store who determine this. As has been mentioned previously, it is up to the individual to look over their bill and determine if it is accurate. The quickest way to see what the access discount should be is to go to www.vzw.com/ryl and enter your work email address and the primary line on the account and you will know immediately what your discount will be, if any. If it says congratulations you qualify, you open up your work email and fill in the information and within minutes its added to the primary line on the account. Remember that the primary accountholder name on the account is the only one who can get the discount. For example, if John Smith is listed as the accountholder, and Judy Smith, the spouse is the secondary line on the account but her company offers the discount, she would need to do an Assumption of Liability and have the account put in her name before the discount can be applied.[/QUOTE

As I stated, I did review my bill, and have been reviewing my bill for the past 5 years. I saw no reason to dispute it because the access discount applied was what they told me it would be at the store level. If the store level does not have anything to do with determining the access discount, why then did THEY apply the 5% discount? I have never been told to, nor have I, registered our phone lines to get any discount. I was never told to do so when I was a new customer our existing customer. None of the paper literature I was given or any contract material we signed told us told do so. I am just finding out all this information NOW!! We were only following what the Verizon employees told us. Thank you, again.

[jseah]

Dodge got it right. The store, even though it is a corporate store, does not have the responsibility to verify your discount. Corporate discounts are handled by the specific department within Verizon. Even calling CS on the phone, they can verify whether you have a discount on your account, but they won't have the information to tell you whether the discount is correct for your company. They will just forward you to the corporate department. For several years now, Verizon has been using their online corporate verification, where you enter your work email address, and they send you an email to your work email address with a link to the page where you can find out your corporate discount and to register your line. If you are eligible for a discount, it is up to you to register your line to get the discount. Verizon doesn't automatically say "hey, you are eligible for a discount....here it is" and give it to you. You are the one who has to take the step to get it.

If they are offering to retroactively apply the discount to your account to the beginning of your current contract, you should take them up on your offer. They are offering more than they really have to.

[munchjr]

First of all, its not up to the store who determines your discount. There is a department within VZW that receives the applications, check stubs, ID's etc, and they have the master list that determines the discount. So, even though you feel you were slighted at the store, its not those at the store who determine this. As has been mentioned previously, it is up to the individual to look over their bill and determine if it is accurate. The quickest way to see what the access discount should be is to go to www.vzw.com/ryl and enter your work email address and the primary line on the account and you will know immediately what your discount will be, if any. If it says congratulations you qualify, you open up your work email and fill in the information and within minutes its added to the primary line on the account. Remember that the primary accountholder name on the account is the only one who can get the discount. For example, if John Smith is listed as the accountholder, and Judy Smith, the spouse is the secondary line on the account but her company offers the discount, she would need to do an Assumption of Liability and have the account put in her name before the discount can be applied.

And also let's not forget that employee discounts can be checked by most HR depts. It's easy to fault Verizon, however the info is made avilb to you via VZW.com (how Dodge pointed out) and your place of work

[jseah]

As I stated, I did review my bill, and have been reviewing my bill for the past 5 years. I saw no reason to dispute it because the access discount applied was what they told me it would be at the store level. If the store level does not have anything to do with determining the access discount, why then did THEY apply the 5% discount? I have never been told to, nor have I, registered our phone lines to get any discount. I was never told to do so when I was a new customer our existing customer. None of the paper literature I was given or any contract material we signed told us told do so. I am just finding out all this information NOW!! We were only following what the Verizon employees told us. Thank you, again.

I am surprised that the store even told you that you were eligible for a discount, as I am not aware of the store even having access to that information. Like it was said, corporate discounts are handled by the corporate sales department. So if you get a corporate discount on the price of a handset, going into a store, calling telesales or ordering online won't get you that discount. The corporate discount on a handset can only be given to you by the corporate sales department. Same thing with corporate discount on accessories as well. My company gets 25% off of all accessories. If I walk into a corporate store, order through telesales, or order throught the Verizon b2c website, I will pay full retail and won't get the 25% discount. The only way I get that discount is to either order it from the special corporate website set up for my company, call the corporate sales department, or order via email (I had the email address at one point, but I don't know what it is right now).

I have friends at work that joined our company in recent years, and they sometimes went months before they even found out that my company gets a corporate discount. Verizon doesn't actively look at who you work for to see if you qualify for a discount. It is up to you to find out if you qualify or not, and then if you do, to sign up for it.

[jseah]

I had a 15% that went up to 19% and it was changed automatically.

Maybe in my case, the discount went up the same month that I found out about it and re-registered my line.