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Incorrect Mobile+ Home Rewards Discount

Member

I have been a Verizon mobile customer since 02/2018 and a FIOS customer before that. I signed up for Mobile+Home Rewards and I had been receiving the Level 2 discounts ($5/mo off Fios + $5/mo off Wireless).   In December 2019, I upgraded to FIOS Gigabit, which should have pushed me to the Level 3 discount ($10/mo off Fios + $10/mo off wireless), but while my account was changed for Fios, it was not automatically changed for Mobile and I am shown as Level 2 instead of Level 3 in the mobile in the app. Below are the discounts on my bills. Can someone please help me resolve this?  I have been trying to get this fixed for months without much success. Thank you! 

MOBILE BILL:

Current discount: MOBILE + HOME LEVEL 2-$5.00

FIOS BILL:
Current discount: Mobile + Home Level 3 - $10

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Re: Incorrect Mobile+ Home Rewards Discount

Customer Support

We certainly want to see you get the appropriate discounts on your wireless account and I am sorry it has been so long. What are you seeing when you access the Mobile + Home page in the Verizon Up section of the app?  

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Re: Incorrect Mobile+ Home Rewards Discount

Member
Hello,
 
As I indicated in my original post  the app shows level 2.
 
I was waiting on FIOS before I responded here and below is their most recent response. In addition to this rewards issue, I need to know when my mobile device payment discount will take effect. I got the device in June and the full price is shown in my bill. Thanks
 
‎09-24-2020 10:29 AM

Good Afternoon. I'm not able to locate that ticket however, it may have been routed to Wireless. The problem is, the discount is showing up properly on our end (with Fios) and we are not able to see any Wireless accounts. They do have an escalation form that they can fill out to make sure you get the proper discount on both sides though. ~Madison

 
‎09-01-2020 10:33 AM
Your Promotional Request has been received and sent to the appropriate team for processing. Your reference number is ######132   Once we have an update we will let you know here.  This can take up to 7-10 business days but, once we have an update we will let you know.   
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Re: Incorrect Mobile+ Home Rewards Discount

Member

After months of run around between FIOS and Wireless, I just connected with a wonderful mobile chat rep who actually paid attention to the issue and was able to get my correct level to show up for mobile in less than 10 minutes.  He basically followed the Verizon guide which suggested de-enrolling the user and then asking the user to re-enroll via the app. I could not thank him because Chat crashed and I cannot reconnect. 

Now that level 3 shows up for me in the app, what about the $5 discount I should have been getting for the last 9 months ($45)? How can I get credited?

 

Thanks

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Re: Incorrect Mobile+ Home Rewards Discount

Customer Support

That's fantastic to hear about the issue being resolved with the level. To go over any last minute details, please send us a Private Message.

ZakC_VZW

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