Thank you for your grace and patience while I got back to you, Jessica. I wanted to dive deeply into this to ensure you don't have to deal with this again. We're 100% on the same page. My heart is full of gratitude for you being so patient, kind, and wonderful to me this far. You have done more than an excellent job at being my hands and eyes. Words can't express how grateful I am for you sticking by my side this far. Here's where we ran into some hiccups with this free line promo.
- The "2021 Line On Us P6: Get a free voice line with qualifying plan" promo requires that you add a line to get an additional line free.
- The fantastic news is that you added those lines within the promo period.
- The hiccup that we ran into is that since you brought the line ending in 0978 over from Sprint, you wouldn't be eligible for the free line because Sprint migrations aren't eligible for this promo.
I've been working with my leadership because I really want to go to bat for you. I'm a firm believer in doing what's right for my customers. Usually, we don't do this, but I want to consider the time and effort you've dished out to resolve this. I also want to consider that this wasn't your fault by any means, and it sounds like we may have missed this small detail that knocked you out of eligibility for the free line.
Here's what I can do:
• - I gave you the bill credit of $100 to take care of the past 5 months for the number ending in 0978. If you give it about 15 minutes, you can dial #225# from your handset to see that I'm a woman of my word. Your updated balance is $80.70
• - I'm going to cancel the line ending in 2591 effective today.
• - While I cannot add on the free line promo because you ported in from Sprint, I can offer you a 20% discount on your account. This will be for the lifetime of your account as long as you remain on an eligible plan.
Unfortunately, the system won't hold onto the free line promo because it recognizes you brought the number over from Sprint. The last thing I want is for you to write in every month wondering why you're not getting the line for free. My goal is to eliminate effort on your end. Would that be agreeable? I know this is a lot of information, so please let me know if you need clarification on anything.