Verizon’s recent service outage left millions frustrated, and now the company is offering a $20 credit as a gesture of goodwill—but it’s not as simple as it sounds. Here’s the catch: you have to jump through a few hoops to claim it. After Wednesday’s massive outage, which sparked over 1.5 million reports on Downdetector and lasted for hours, Verizon initially announced the credit via X (formerly Twitter), stating it could only be redeemed through the myVerizon app. But here’s where it gets controversial: the company later expanded the redemption options to include customer service (phone, chat, and online), yet many customers—including our editors—faced confusion and delays. For instance, attempts to claim the credit via chat were met with vague instructions to wait for a text message, which only started arriving this morning (January 16).
So, how do you actually claim this credit? Once you receive the text, click the link, log into your myVerizon account, and head to the Account Overview section. Look for a button labeled Take Action or Mobile Actions with a red notification circle. Click it, and a pop-up will appear with details about the credit and a Redeem Now button. After that, Verizon says the credit should appear on your bill within one or two cycles. But this is the part most people miss: you’ll need to double-check your bill to ensure it’s applied—and if it’s not, you’ll have to contact Verizon again. The entire process takes just a minute, which raises the question: why isn’t this credit applied automatically?
Verizon admits, ‘This credit isn’t meant to make up for what happened. No credit really can.’ Instead, they frame it as a way to acknowledge customers’ time and frustration. However, many customers are outraged, not just by the small amount but also by the unnecessary steps required to claim it. Is this a genuine apology, or just a PR move? Let’s discuss—do you think Verizon’s response is fair, or should they have done more? Share your thoughts in the comments below.
Updates: As of January 15, 2026, 11:57 PM ET, Verizon confirmed the credit can be claimed via customer service channels in addition to the app. On January 16, 2026, 10:29 AM ET, the redemption process was clarified, with customers now receiving a texted link to complete the claim. Still, the question remains: is this enough to restore trust?
