I have been experiencing this exact same issue for months. It started around October 2014. I have spent hours on the phone with Verizon technical support with no resolution. I have been promised, multiple times, calls back about the issue. I have never received a call back.
Finally, about two months ago, I was able to switch back to paper billing (previously, I was not, and the agents said they could not). I received paper bills for maybe 3 months, but this month a bill has not arrived and I am still unable to pay the bill on my account because the amount due is N/A. Also, no past bills are visible on my account dashboard.
The account number displayed on the bottom left of my account screen is incorrect. It was apparently changed at the same time that my issue started. I had made no changes to my account - Verizon just suddenly changed the account number and online billing has not worked correctly since. At one point I was told that it might take 6 months for the correct account number to appear, and that there was not anything Verizon could do - I just had to wait. That was more than 6 months ago.
I have tried to register with the new account number and it says that my account already exists - but when I am redirected to that account the old account number still displays.
Very frustrated with this, and it is impossible to understand how Verizon is unable to resolve this problem after months and numerous phone calls.
Hellow AndrewBorn
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.
I AM TOTALLY DISGUSTED WITH VERIZON RIGHT NOW! I HAVE BEEN TRYING TO PAY MY BILL FOR A WEEK NOW AND JUST SPENT AND HOUR ON THE PHONE AND TRANSFERRED TO 6 DIFFERENT PEOPLE AND TOLD I SHOULD JUST GO TO A STORE OR MAIL IN A CHECK AND THEY WOULD NOT WAIVE THE FEE IF I PAID BY PHONE, ARE YOU KIDDING ME?!!!!! AFTER ALL THAT THEY HUNG UP ON ME!!!!! I HAVE TRIED THE SUGGESTIONS I HAVE READ HERE AND IT'S STILL NOT WORKING, WHEN I CLICK "PAY MY BILL" IT SAYS MY BALANCE IS N/A AND BRINGS UP A BOX TELLING ME TO UPDATE MY BILLING INFO AND WHEN I DO IT SAYS THERE IS NOTHING TO UPDATE
PLEASE HELP!!!!!!!
Hi kristroy,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.
Start a new topic or ask questions in the open forum.
