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Moving vitiates loyalty credits and retention discounts??

Moving vitiates loyalty credits and retention discounts??

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Contributor
Contributor
Posts: 4
Registered: ‎04-16-2015

Moving vitiates loyalty credits and retention discounts??

Message 1 of 7
(1,308 Views)

I contacted Verizon because I am going to be moving to a larger apartment in my complex next month.  I was told that I was eligible for a triple play package offered to people moving to a new location.  However, after accepting the offer, I was told at the end of the phone call that I would no longer receive a free year of HBO and $10 loyalty credit.

 

I explained to the representative that the reason that I received this credit is because of the horrendous issues I dealt with regarding Verizon's Autopay feature.  For a period of four months, autopay wouldn't work at all, or I was being double debited.  I called multiple times every month for 4 months trying to fix the issue, and when it was finally resolved, the rep offered me for my trouble the free year of HBO and a $10/month credit specifically so that I could upgrade to the gateway router free for the first year.

 

I was told by the rep that because I am moving, I no longer keep my account number, and when a new account is created, all of the credits/discounts that were applied to the old account are not transferred.  I only received the credit and HBO three months ago.  Just because I am moving less than 200 yards from my current location, Verizon finds it appropriate to remove the items that were given to me because of the issues THEY created.  I tried contacting verizon support through live chat, but was given the same answer.  I have been a customer of Verizon for nearly 10 years, and I find Verizon's moving policy ridiculous and downright despicable.  

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Moderator Moderator
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Posts: 9,765
Registered: ‎03-18-2013

Re: Moving vitiates loyalty credits and retention discounts??

Message 2 of 7
(1,302 Views)

Hi icege97,

Sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue. Please remember to check your spam/junk folder if you do not hear from an agent.

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Contributor
Contributor
Posts: 4
Registered: ‎04-16-2015

Re: Moving vitiates loyalty credits and retention discounts??

Message 3 of 7
(1,297 Views)

Thank you Lawrence.  I look forward to speaking with them in hopes of resolving this issue.

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Contributor
Contributor
Posts: 4
Registered: ‎04-16-2015

Re: Moving vitiates loyalty credits and retention discounts??

Message 4 of 7
(1,244 Views)

Lawrence, I am still waiting to hear from an agent.  It has been almost a week already and I haven't heard anything. 

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Moderator Emeritus Moderator Emeritus
Moderator Emeritus
Posts: 6,232
Registered: ‎04-29-2009

Re: Moving vitiates loyalty credits and retention discounts??

Message 5 of 7
(1,229 Views)

Thank you for that information. We will send them a note.

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Contributor
Contributor
Posts: 4
Registered: ‎04-16-2015

Re: Moving vitiates loyalty credits and retention discounts??

Message 6 of 7
(1,226 Views)

If you don't mind, can you have them contact me via email or private message instead of the billing telephone number?  Thank you.

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Moderator Emeritus Moderator Emeritus
Moderator Emeritus
Posts: 6,232
Registered: ‎04-29-2009

Re: Moving vitiates loyalty credits and retention discounts??

Message 7 of 7
(1,208 Views)

We do not have control over that, but they normally make contact by email.

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