Bonus minutes?! Long-winded, sorry, but worth the read

Question

Been w/ Verizon almost a decade...  Generally satisfied until recently when I learned of "straight talk" and other "no contract" month to month options, 1/2 the cost & unlimited min usage, text, WEB BROWSING (that's huge), same service coverage, etc.  Then I receive a bill that's more than double my normal -already costly- monthly statement.  I messed up & I'll be the first to admit, for the 2nd time in 10 yrs, went over my minutes (183 to be exact) and after doing the math found to have been charged 58 cents/min on the overage. Certainly it's in the contract that I am to stay within my plans' allowance, and certainly I am capable of texting #MIN to see how my minutes are looking at any time during a billing cycle.  We sign a contract, we are responsible and contractually obligated.  I understand that.  What I also understand is that customer loyalty keeps attrition rates down more than anything else, in my not so humble opinion.  With these other cost-efficient plans out there what else does VZW have besides customer loyalty, aside from more technical phones?  I don't own a business, just an average Joe, I need my phone to listen, talk & text through, nothing more.
After speaking with 2 pleasant & efficient cust. serv. reps, the best they could offer was a "complimentary 50% off my overage costs ONLY."  Mind you, they started at 25% off and then worked up to the 50%.  Well, that brought my bill down to twice my normal monthly charge.  Needless to say, especially with a "stellar payment record," this being only the 2nd time going over, &, once again, as a decade-long customer (VZW has received roughly $10,000 from me I calculated sitting here just now) I was dissatisfied with the resolution.  I called the next day after pondering my subsequent course of action.  I went directly to a supervisor named Rihana who was efficient & pleasant.  I explained my economic hardship(s), told her that I was unemployed & struggling to pay my "normal" VZW monthly bill, and other living expenses, but she still had to be sure to mention that which I already know... "not to minimize my plight" but I can check my min. usage, up my plan if need be, etc.  At any rate, she was extremely generous and made the overage costs "disappear!"  Which, as a long-time, generally compliant customer I was grateful for, yet do believe was somewhat entitled to.  Had it been a recurring theme, shame on me, no entitlement due.  In actuality, when we sign their contract we are entitled to just that, so perhaps I need to re-assess my entitlement perception.
Here's the kicker, and what I believe to be one of the main reasons I was granted my request of taking the minutes off...  Rihana said, "you know that you have 'bonus minutes' you can use also, should you find yourself nearing the end of cycle and potentially going over?"  To which I replied, "excuse me?  for free? How long has this been an option?" I was floored.  She kindly went on to explain that when I log on to my account I'll find them under the "promo section," that I have accrued 2 bonus minute packages (one for 50 min and one for 150 min) that will never go away, will always be available until if/when I use them up AND I may even accrue more as time goes on.  I searched and had yet to find that section, but did do a FAQ search and another customer indicated they were located in the "my plan" drop down box.  I'm STILL not sure I found them because the closest resemblance I saw was a vague message in that area that reads "you do not have any bonus minutes at this time."  If indeed this is the correct spot in my account to locate these elusive bonus minutes then either I was grossly misinformed by the supervisor, Rihana, OR there's something wrong with my account.  Although I do see the billing adjustment was promptly made.  So I'm wondering (amongst many other things) why are they not advertised or at least promoted in a more efficient way to obtain and use these precautionary beauties to avoid me having to beg for a bill reduction wasting a supervisor's time?  My only logical although biased explanation is because Verizon Wireless doesn't anticipate the majority of their customers with overage charges calling and complaining (or pleading my case as I prefer) like I did, thus making extra millions in annual profits.  
So, I went from asking other customers in this "Verizon Wireless Community" where I find these "bonus minutes," to really whining and venting so if you stayed with me this long I thank you.  However I hope people do read this and are then aware that there are secret precautionary promotions provided by VZW.  I would speculate these bonus packages are tailored to and contingent upon just how long you've been a loyal VZW customer.  Ask a rep next time you have them on chat or on the phone after they suggest that you upgrade your calling plan.  Perhaps they were right in front of my whining face this entire time, still I was never deliberately made aware of them, even after once having to change my minute plan mid-billing cycle to avoid overage charges.  Instead of telling me about the FREE bonus minutes, I paid an extra $20.00+tax that month to avoid paying hundreds. 
What I really meant to say was, where's these bonus minutes at?!  Anyone know for sure? 

Answer 1

decade_customer wrote:
With these other cost-efficient plans out there what else does VZW have besides customer loyalty, aside from more technical phones? Verizon offers supposedly superior customer service, a feature-rich online account management system, discounts on phones with a contract, a larger selection of phones, unlimited data on smartphones, and various calling benefits (like free nights and weekends, unlimited mobile-to-mobile) that are not available with many of the plans offered by StraightTalk, PagePlus and other prepaid providers.  I don't own a business, just an average Joe, I need my phone to listen, talk & text through, nothing more. Then you sound like an excellent candidate for prepaid service through one of these companies, and if it works for you and saves you money, you should switch your service.
At any rate, she was extremely generous and made the overage costs "disappear!"  Which, as a long-time, generally compliant customer I was grateful for, yet do believe was somewhat entitled to.  Had it been a recurring theme, shame on me, no entitlement due.  In actuality, when we sign their contract we are entitled to just that, so perhaps I need to re-assess my entitlement perception. I would say yes, you do need to adjust your perception.  The only things you are "entitled" to are the services and benefits outlined in your contract.  For instance, you are "entitled" to use more than your monthly allowance each month, and to pay for that usage by either backdating a larger plan before your bill is generated, or by paying the overage rate because that is what is outlined in your contract.
My only logical although biased explanation is because Verizon Wireless doesn't anticipate the majority of their customers with overage charges calling and complaining (or pleading my case as I prefer) like I did, thus making extra millions in annual profits.   I think the vast majority of Verizon customers don't have bonus minutes available.  They are generally only offered as part of occasional special promotions, or as a form of compensation for difficulties the customer may experience with billing or other issues (AKA you are told when you recieve the minutes because you getting them for an explicit, specific reason).  If you still can't find where they are listed on your account, you should call back and ask a CSR to explain to you where they are listed and how to use them.