Struggling to correct billing problem and settled. Now waiting for plan to expire so I can change.

Question

I left Sprint because they would randomly charge me for data that I had not used.  I thought I had found a cell company that would be a pleasure to work with but this year has proved me wrong.
Last December, I increased my minutes to get a Friends & Family, Text & Talk plan that basically credited each line $20/mo on the data.  In January, I had to spend an hour on the phone with customer service because of the way they pro rated my minutes and charged me overage WITHOUT asking if I wanted to back date my plan and informing me of the extra charges that would occur by changing my plan in the middle of a cycle.  That was finally settled.   In March, when I was visiting a Verizon store to upgrade the phone on one of our lines, our salesperson asked where we worked to see if we could get an additional discount.  Turned out that my husband qualified for a discount through his employer so we had to change his name to the primary account holder.  That's great except that it took off the $20/mo. discount on one of our lines.  Not the main number, but one of our other numbers.  I have made several calls to the store and three calls to customer service.  Twice they were supposed to call me back and never did.  Tonight, someone FINALLY helped me but was only able to put the promotion back on the line effective 6/3.  It should have been effective 6 weeks ago but after spending hours trying to straighten this out, I should feel lucky that someone finally got the promotion put back on there.  Really?? 
We had considered using one of our Verizon lines as our home phone with the new device they offer and also using their 4G service as our home internet service.  I can't put all of our communications in the hand of a company that doesn't deliver what they advertise and costs me more than I signed up for.  I shouldn't have to struggle with customer service everytime I make a change to my service.  No one could explain why I had lost my promotion.  If that is what happens when you make a change, why didn't my sales rep tell me that.  I'm concerned about the lack of information that Verizon employees have.  It really doesn't have to be this difficult.  Now I will start observing other cell phone companies for when our contracts expire.
Just wanted other potential and current Verizon customers to be aware...because I wasn't.
Jennifer Johnson

Answer 1

I'm not familiar with Verizon wanting people to change their plans online.  We just went in to upgrade a phone and they offered to check and see if we were elligible for a discount.
Yes, you would think she could have easily given me the credit for 6 weeks but after sitting on hold for as long as I have with this situation, when she came back and wasn't interested in checking about it, I didn't have the strength left in chasing down her supervisor to get it.  Fact is, I should have never spent that much time trying to get them to correct their error.  I'm very disappointed that after talking to as many Verizon employees as I did, no one could tell me what happened and how to fix it.  I can not be the only person that had that kind of change with that plan.
No one has contacted me yet.  I'd be surprised it they did.
Jennifer