Verizon isn't honoring a promised discount, customer says ... - nj.com

Verizon isn't honoring a promised discount, customer says ... - nj.com

  • 01.06.2025 09:30
  • nj.com
  • Keywords: Customer Complaint, Service Interruption, Credit Issue, System Limitation

A long-time Verizon customer claims the company failed to honor a promised $10.66 monthly credit, despite written confirmation. She is frustrated after multiple attempts to resolve the issue and feels Verizon did not uphold its commitment, despite their promises.

Verizon newsVZsentiment_dissatisfied
open_in_newOriginal article

Estimated market influence

Verizon

Verizon

Negativesentiment_dissatisfied
Analyst rating: Buy

Failed to honor a promised discount, leading to customer dissatisfaction. System limitations prevent extending credits beyond 12 months.

NJ Advance

Neutralsentiment_neutral
Analyst rating: N/A

Published the article about Ellen Storch's experience with Verizon.

Context

Analysis of Verizon Customer Complaint: Business Insights and Market Implications

Key Facts and Data Points:

  • Customer Complaint: Ellen Storch, a 40+-year Verizon customer, claims the company failed to honor a promised $10.66 monthly credit after a two-week service outage in October 2023.
  • Promised Credit: The credit was confirmed via an email on August 7, 2024, with no explicit end date, but Verizon later stated the credit would expire in December 2024.
  • Customer Frustration: Storch faced multiple failed attempts to resolve the issue, leading her to seek assistance from Bamboozled and contact Verizon’s executive relations team.
  • Verizon's Response: The company acknowledged the issue but did not fully resolve it, citing system limitations and stating the credit would end in October 2024.
  • Customer Loyalty: Storch has been a Verizon customer for over 40 years, highlighting the potential loss of a long-term, loyal customer.

Market Implications and Business Insights:

  • Customer Retention Challenges: Verizon’s failure to honor a written commitment may damage its reputation for reliability and customer service, risking long-term customer retention.
  • Operational Issues: The inability to apply a recurring credit due to system limitations suggests potential flaws in Verizon’s billing and customer service infrastructure.
  • Competitive Dynamics: Dissatisfied customers like Storch may switch to competitors (e.g., AT&T, Spectrum), potentially impacting Verizon’s market share.
  • Strategic Considerations: Companies like Verizon must prioritize customer experience to retain loyalty, especially among long-term customers who expect consistent service quality.
  • Reputation Risk: Negative publicity from unresolved customer complaints can harm brand trust and loyalty, with implications for long-term business growth.
  • Regulatory Concerns: If systemic issues persist, regulators may investigate, leading to potential fines or mandated service improvements.
  • Customer Experience Impact: Poor handling of customer complaints can lead to increased churn, with significant costs for acquiring new customers.

Conclusion:

Verizon’s failure to honor a customer’s discount promise highlights critical issues in customer service and operational efficiency. Addressing such problems is essential for maintaining customer trust, competitive positioning, and long-term business success.