Verizon's Broken Promise: A Customer's Fight for a $10.66 Monthly Credit
Bills for cable, phone, internet, and wireless services can be exasperating. Companies often offer discounts, but they're usually only for a limited time. Ellen Storch, a Verizon customer for over 40 years, is facing a frustrating battle to get the company to honor a promised $10.66 monthly credit.
The Promise and the Problem
After a two-week service outage in October 2023, Storch was promised a $10.66 monthly credit for all of 2024. However, the credit was rarely applied to her bills, forcing her to make numerous calls to Verizon each month to rectify the issue.
In August 2024, a Verizon representative assured her the credit would be recurring, with no expiration date. She received an email confirmation stating: "There's a recurring adjustment every month and it was promised by the representative amounting to $10.66."
The Battle Continues
Despite the email, subsequent bills did not reflect the credit. When Storch called, representatives claimed they couldn't find the email and insisted the credit would end in December 2024. After escalating the issue to Verizon's CEO, she was told the company's system couldn't handle credits for more than 12 months.
Verizon's Response
Verizon's executive relations team claimed the issue was resolved, but Storch disagreed. A representative later told her the email "doesn’t say ‘recurring’ indefinitely" and that the person who sent it would be "coached."
Verizon eventually stated they had reached a resolution with Storch but cited privacy laws for not elaborating. Storch, however, received a letter confirming the credit would end in October 2024, not December as previously stated.
A Customer's Frustration
Storch, referencing a 2024 interview with Verizon’s Chief Customer Experience Officer, Brian Higgins, expressed disappointment. Higgins had emphasized valuing customers and understanding their relationships with Verizon. Storch felt Verizon fell short of these promises.
"That I have been a customer for in excess of 40 years only exacerbates how much Verizon has missed the mark," she said.
Comments
Join Our Community
Sign up to share your thoughts, engage with others, and become part of our growing community.
No comments yet
Be the first to share your thoughts and start the conversation!