Many of us have automated payments. Even for those that don't, it's frustrating to come to the My Verizon sites and have prominently displayed on most pages ways to pay Verizon. When I'm logging in, I'm looking to manage my various services. Payment options could be "contained" to profile sites.
I need the ability to select the date the credit card payment posts to the account. The web site only option is the next day. Hello, you force me to log in the day before I want to make a payment. It needs to be at my convenience. Fix this.
I have noticed that when a customer enrolls in Automatic Bill Payment (AutoPay), the customer is also automatically enrolled in paper-free billing. This change is not specifically stated or spelled out during the process, and the customer may not (and probably will not) realize the change until it occurs.
I've also noticed that the automatic change to paper-free billing occurs when any changes are made to this service, such as entering a new charge card, updating an existing card, etc. I observed this change because it just happened when I updated the expiration date on one of my existing cards. Personally I think this practice is slightly deceptive, because the customer is not specifically advised of the change to paper-free. When the customer learns about it later, ill will is generated.
Verizon would be well advised to change this practice and make paper-free billing entirely optional rather than automatic. This change makes it easier for the customer to become accustomed to automatic payments, and that would be helpful to both Verizon and to the customer.
I recently was forced to switch from Freedom Essentials phone service to Digital Voice when I added FiOSTV to create a triple play bundle of broadband, phone and tv--I had the double play of broadband and phone since 2009.
I knew that my payment due date would change although the reason for this change is something no one at Verizon can explain to me. According to all the information I received from Verizon, my new payment due date was the 22nd of the month; however, according to this month's (August 2013) bill, my payment due date is the 21st of the month.
Using Verizon Live Chat (I have a hearing loss which makes the phone difficult so Live Chat is easier), I asked why my payment due date changed from the 22nd to the 21st. I was informed that "I show your bill is due by the 21st or 22nd of the month". I then asked if that meant that I wouldn't know when my payment was due each month until I opened my bill and the response was "Yes".
I find this very bizarre. Why is it that there is not a fixed date payment due date?
Please establish a fixed date payment due date. Additionally, I know that this has been requested before but I'll add it here. Allow Verizon customers to (within reason) change their payment due date.
If you have not done so already, you could make available payment options so that our local banks will be places to pay bills in person either threw the normal business hours or threw the cash machines.
Suddenly my bill shows 2 new line items: "Regional Sport Network Fee" and "Franchise Related Costs" adding over $4 to my monthly bill. I haven't changed my service and frankly wouldn't care if I got no sports at all, so what is this? Is it a mistake, is it a new monthly charge which will add nearly $50 to my annual bill?
Also, when checking previous bills I see that these details are in a different order every month, sometimes the taxes are subtotaled and then included in a Taxes and Fees total; sometimes they are not all totaled. Makes comparing bills from one month to the next a pain in the neck. Please standardize the display of the charges details.
I have not idea why, with today's technology, Verizon cannot implement auto pay immediately. To wait 60 days for it to be activated is unnecessary and frustrating for customers. Let's move into the 21st century folks.
PLEASE apply CREDITS a person is given for any reason on the same day so it will NOT have to wait until the next bill.
I have always had my bill paid automatically so if I call in and am given a credit, today for example, it should be applied immediately but since my bill has already been sent to me and the amount has already been readied to charge my bank account the credit will NOT post until the next billing cycle.
This happened to me AGAIN today since only a couple supervisors know how to post it NOW and take it OFF my auto ACH like it should be done.
The customer retention rep. that I talked to today says it can NOT be done but I know it can since it has been applied to my account on other occasions so it lowered my current bill by the credit amount and the amount taken out of my bank account.
PLEASE train/fix this problem because some people on a low income needs every penny possible left in their account so these immediate posting of a credit helps.
It is very irritating to talk to a supervisor or customer retention rep. and they insist that it can NOT be done when it has been done before to my account.
PLEASE work on training all of your supervisors to actually help people calling in for HELP and all of them knowing how to do the same thing to help customers. Just make them a manual with the different things that are possible for them to do so there is NO conflict and contradiction between what they say.
I have to try several times a month to try and make a payment online because the site is always "experiencing difficulties". Then Verizon has the nerve to charge a late fee when you are late because you couldn't pay your bill on-line for days. And if you are a business customer good luck finding the sign on page for a business customer to pay your bill. After trial and error several times you will finailly find a place to hit for if you are a business customer. One would think that if a business was trying to sell internet services that that would have one of the better use-friendly, up-to-date sites out there , instread of one of the worts that is down all the time.I think I will now use my time research alternative services instead of watesing my time each month trying to pay my bill.
byarmond_in_nj07-12-201310:19 AM - edited 07-12-201310:29 AM
By and large, Verizon One Bill doesn't work. Put another way, it works some of the time for some of the people in some cases. Depending on your definition of "some," this is a reasonably large problem. I know this from personal experience.
When I first signed up for Verizon services, one of the selling points was that I could combine my TV/phone/Internet services with my mobile phone services within the billing system, and save a few dollars each month. I accepted this promise on faith and about 5 or 6 months later finally realized that the promised savings was not going to materialize. It didn't take long to see (once again) that trying to get two independent divisions within the same large organization to agree on items that neither side cared about in the first place was a dead end street.
It doesn't have to be that way, and a determined effort on Verizon's part can indeed change things. I know I'd love to realize some savings based on what's essentially a large convenience to the supplier. C'mon Verizon, let's see what you all can do to make us happy.
I guess I'm always wondering why it takes several days for a payment submitted online to Verizon (Residential or Wireless) to clear my banking account. For a company promoting their lightening fast speed, one would think they'd be happy to take my money a lot faster. I also realize it's odd to complain that someone isn't taking my money faster, but once I pay a bill, I'd like the money withdrawn from my account in a timely fashion. Visa and MasterCard seem to be able to take it the same day. Why does it take Verizon at least two days?
I'm sure I am not the only customer who wants both automatic payments AND a paper bill.
As a single person who has suffered repeated long term illness, I have had to ask other people to monitor my bill paying, make bank deposits, and generally "take over". I do whatever I can to leave footprints for those helpers to follow.
In the current Verizon system, if a person is not physically and mentally able to remember passwords, account numbers, and Verizon pin numbers, there is no way for anyone to get into the system to monitor the relationship. I'm sure there are many people in nursing homes and long term care facilities who are paying for phone service they no longer use at home. They may still own the property, but there is no one there to use the phone. Possible the phones have been removed but the service is still on and they are paying the bill every month.
You have designed a system that is one-sided in Verizon's favor. It is not unreasonable to request a paper bill for a utility relationship that amounts to hundreds of dollars each year.
Paying on-line is very convenient, but only customers with Bank Accounts can set a date when they want their funds withdrawn from their account. Not so with us who use Credit Cards.
Our Credit Cards are debited the day we make the "Payment", which means that when I made my payment today (Jan. 24) the funds will be taken out today -- though the payment is not due until Feb. 10!! So Verizon has my money for almost three weeks to do with as they wish. Not a bad deal, for them. Rotten for me.
Ah ha, you say: wait until Feb. 9, and then pay. Fine, except I travel a lot and could easily miss making the payment. And boy, the late charge!
Simple solution, Verizon, and one that others use: let us Credit Card holders decide when we want our funds taken from our account, and not when you want them. Thank you.