I was getting a "Bring Your Own Phone" $5/month discount.
When I called them to switch the plan, I confirmed with the customer rep. that
I still would receive the discout on the new plan.
When I called VM as the 1st invoice after the switch didn't show the discount, I was told the
discount was no longer available as I switched the plan.
Also, there was a fee ($4.00) for the switch although they say "Fee Free Switching".
Yes. I almost faced the same problem. The initial CSR said it would be no problem because she just did a switch earlier that day. However, she needs the okay from "Solutions" (ie, retention) department. So she eventually transferred me. The Solution team has more experience. The agent said he is pretty sure the BYOP would drop off a plan switch or new bonus offer. I did not give up. So he checked his "help desk" which I believe is the supervisor... yes, it was good they double checked. BYOP discount will be removed if you get new plan or promotion change.
The way he explained, there are two software systems - feature software and billing software... if you only look at feature software, it will let you make that change and stack discount. So the first CSR thought that she did it successfully for someone else. However, billing software is programmed to remove old discount code. You may see that it is still there but it's actually removed by the backend billing software. Once it is removed, it is not restoreable because the BYOP code is no longer offered in market.