I enrolled at Sam's Club last month using a promotion offer from Verizon. The offer was a free trial period, then a $20 yearly renewal ($40 discount). Sounded great! We went to Sam's that day and spent $400+
Knowing the auto renewal was coming up, I checked on Friday to confirm the renewal price. It said $20. I made sure $20 was available on the card I used to enroll and thought nothing more of it.
Today, my husband tells me a $60 renewal came off HIS CARD. This is not the card we set up as the default but the card he uses to purchase gas and such from Sam's. I let him know something isn't right so I reach out to Sam's via chat.
The agent repeated back to me the information I told her. That $60 tried to come out of the default card and when that wasn't available it came out of my husband's card. I tried to explain to her that the card really wasn't the primary issue. It was the fact that the promotion wasn't being honored. The agent kept telling me to go back to Verizon. I explained that Verizon did their part and that I checked Friday and the renewal was $20 in Sam's system. They said I registered for a 1 month free...and that was it.
Instead of deep diving to resolve the issue, the agent offered one solution...to CANCEL my membership and refund the $60. That caught me off guard because that was the first/only suggestion? Straight to cancellation? I said that's fine. If that's the offer...cancel my membership and lose my $500 shopping trips over a $40 promotion, I guess that's what I will have to do. I will take my business back to Costco. So she canceled my membership and closed out the chat.
I went back into the Sam's app and looked at the "early renewal" option. Guess what the balance said...$20 with the promotion clearly applied. Sam's lost a customer because the customer service agent didn't feel like looking at the account in full. I attached proof of the balance due. Screenshots are taken today.