The loyalty discount that backfired
Back in August, Verizon started notifying users that their loyalty discounts were being pulled. The irony? For a lot of people, those discounts were the only reason they stayed with Verizon in the first place. But not long after, the company clearly realized it may have pushed things too far.Soon after canceling the discounts, Verizon began sending out texts promising the same old deal – $20 off per month, per line, for a full year, all because they were “valued customers.”
But for some, that “promise” never became reality. One frustrated user took it to Reddit to vent, and the thread quickly filled up with others who had similar experiences.
I was promised a 20% discount on my account for my loyalty on August 6th. Still no 20% discount has been applied. I have made NUMEROUS calls, chats, scheduled chats and I get nowhere. Every time they say they have to send me to escalations and will contact me back and then nobody does! They’ve even contacted me on this app [Reddit] twice and then ghost me. What is the deal? Why promise something and you refuse to honor it. I didn’t ask for 20% off, THEY offered it, therefore it should be honored. I pay my bill on time (autopay) and I’m loyal, but get completely shit on! I was promised a call back yesterday at 2:30, the gal even said she’d be in trouble if she didn’t call me back. Well guess what? No call!! Are they really that hard up over 20% off? I no longer want to be a customer. They couldn’t even pay me to stay! Not that they care!
– Big_Midnight_1858, Reddit, 2025
I had the same problem but they contacted me through the chat on Reddit and actually helped me. They had to manually apply it on one line but they took care of it for me. Sorry you did not have the same experience.
– Emjayel, Reddit, October 2025
But others pointed out that when it comes to Verizon’s customer service, luck really does play a big role.
I have found with Verizon that you have to get lucky getting the right person on the phone. You might get someone who knows what they’re doing, or you might get someone in a faraway land who has no idea how to help you.
– keepgoing66, Reddit, October 2025
I switched because I was told from multiple agents that I wouldn’t be charged for an internet box when I returned it, only to have them charge me on my business account. Then I called to inquire about switching to a personal, the call got dropped, and they swapped me over without my approval. I called 27 times to have my calls disconnect every single time, with the last I actually got a manager to call me who disconnected the call 2 1/2 mins in. So after two months of this, I finally reported them to the BBB. I am awaiting a response from Verizon Business, they emailed me saying they would call me on Monday. To no surprise, I did not receive a call..
– ShaniquaJordane, Reddit, October 2025
Smaller carriers might sometimes be the better option
For some, switching to smaller MVNO carriers (the ones that use Verizon, AT&T, or T-Mobile’s networks) has been the solution. These smaller providers often get praise for being easier to reach and offering more personal support – probably because they simply have fewer customers to deal with. Still, they do have their fair share of problems with customer service, too.
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