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Auto dropped; account info lost; customer service useless

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Contributor
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Posts: 7
Registered: ‎12-16-2015

Auto dropped; account info lost; customer service useless

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I have spent 4 hours online and with 4 different reps who could not even locate one of my accounts, much less tell me why my autopay was turned off on that account--even though I just received an email from Verizon requesting payment and giving the last 5 numbers of the account.
 
As not only a Verizon customer, but a shareholder, I am infuriated--and still I do not know what happened to my autopay or how to pay that account.
 
I have 2 accounts, one for my home and 1 for my daughter's apartment (FIOS tv and internet, not phone). Hers is the problem. 
 
I have tried online, live chat and email reps--the live rep lost me while transferring me and did not call me back; the email and social media reps promised followups, but did not deliver.
 
Verizon.com shows only the one account--even though I etablished and have paid for the other for a year.
 
Any suggestions other than switching providers?
 
 
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Posts: 10,166
Registered: ‎03-18-2013

Re: Auto dropped; account info lost; customer service useless

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Hi timetoswitch,

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.

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