Aileen Plaza sent a message to Lowell McAdam that said:
Good Morning Mr. Vestberg,
I am reaching out to you as a last effort to resolve a concern that I voiced last week to your executive office as to why new customers were receiving better deals then given to Verizon's loyal and faithful customers (case #2547743). I have been a loyal customer of Verizon for over two decades and have always been proud of being a part of your Verizon family. I have always reached out to your customer service people and have rarely had any issues that couldn't be resolved. I was contacted by Nicholas and even though he was polite I was not satisfied with how things were handled. I came away from our conversation that Verizon values profit over it's customers. As I explained to Nicholas I am a single mom on a very tight budget raising three daughters. I am paying for five phones on my account. I told him that I had a budget of $1800 toward new phones. My iPhone 5c is no longer working and I am unable to be in contact with my children's schools. I know that your new customers were given a buy one phone and get one free for the latest iPhone 11 and now the Samsung Galaxy s20. According to your Verizon store people they are not authorized to give this deal to your long time customers. I am looking to upgrade each iPhone to the iPhone 11 and the Samsung to the new S20. I understand this is no small task but that we can bring this to a resolution. I have reached out to my circle of family and friends that I referred to join your family and they are also concerned about this . As more and more companies put out deals that entice customers to join there service, I would think that Verizon would attempt to hold onto their loyal customers who have been with them through thick and thin. I would appreciate you emailing your response as to how we are moving forward so that I can share this information with other concerned customers. I, unfortunately cannot be reached by phone since my phone is no longer working. I would appreciate a quick response so that I can determine what I would need to do move forward.
Thank you for your time.
