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.
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 received a call from Verizon stating that my bill was past due. I have been on autopay for many, many years....same bank account. A customer account rep said that any changes to the services we have would require re-entering our billing info. THIS IS ASSININE. They contacted us, saying that if we wanted HBO for $5 a month, it would complete our premium package. We accepted, never dreaming that this would require that it would stop our autopay. I checked on line and all the correct info was on the system. I now realize that when we experienced a problem last year, it was this situation back then, but was not told about re-entering the data.
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.
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.
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.
on 10-27-201204:30 AM - last edited on 10-27-201206:05 AM by ElizabethS
My Account / Account Actions, there is order status and repair status.
Add Order History, and Repair History, so we can track when account changes were made, or service repairs were ordered.
I realize repair history may be more difficult, but anything with a repair order number, or account order number for changes, should be accessible to display from a database for the customer.
I am not sure if tech support can see these, or who internally to Verizon can see these, but the customer should be able to see their history, without having to go though months or years of old bills. Perhaps a link to payment history can also be added here, since it is an account action. I know payment history can be found under the Billing, but it would be nice if the account history could be found all in one place for the customer. Depending on how those items are tracked, it may also help Verizon internally.
These changes may even lead more people to paperless billing if they can see their account history more efficiently online, other than going through bills. It would provide more confidence that Verizon has these items tracked in their database, other than just on the monthy bill.
I once had to talk to billing and show one month, and then the following month's bill just to prove that, yes it was there and now it has changed. So I still shy from paperless billing, even though a paper PDF can be downloaded.
Promote that in addition to the ability for downloading an electronic copy of your bill for archiving, account and repair order history is now availible online, and more easily found. Stop your paper, it is no longer required. You can now see a history of any change to your account.
Over the past several years I have recommended that the Discover Card be accepted as a method of payment in the Auto Pay System. Verizon is the only company I interact with that does not have Discover as an option. When will this be available? Signed, Frustrated
How about automatically taking money off our bills for sandy victims like me who did not use Verizon for 9 days?? Other companies like cable automatically deducted off their customers bills for this rare occassion.