May I make a suggestion that I believe would be helpfu to your customers.
When you send emails about account changes and billing issues, it would be most helpful if the email noted the account #. I have two homes with two different verizon DSL services. I also have verizon cell phone. I also have a verizon dsl services at my office and a verizon landline there. When I get an email from verizon, it would be helpful to know which account verizon is referring to.
Just like Verizon asks for an account # when a customer calls, it would clarify things greatly if you provided the same in your correspondence!
Here's an example of an email from Verizon that does not reference any account #:
Dear Valued Verizon Customer,
We have processed a credit to your Verizon account. Please accept our apology for any inconvenience related to your service inquiry. It is our goal to efficiently resolve our customer's service request for complete satisfaction.
A credit in the amount of $2.78 will appear no later than your Jan, 2011 billing statement.
Complete the navigation instructions below to view adjustment records.
Step 1: Sign in to account Step 2: Click view bill below account actions Step 3: Click payment tab to the right of bill tab Step 4: Below payment actions on right side of page click payment/ adjustments history, scroll down to view adjustment history