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Making Payments Online, FLAW

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flip
Contributor
Contributor
Posts: 3
Registered: ‎06-01-2011

Making Payments Online, FLAW

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My account was recently interrupted today for a late payment. I called Verizon and I was instructed that I could make a payment by phone (for a fee) to restore service. I opted to go online at my office to make a payment, which is my normal payment process.

(Oh, and my normal monthly bill is always around $130, which i have always paid ontime).

 

When I tried to go online to make a payment, the Verizon site would not let me log in (even tried to reset my password). It would seem that if your service is interrupted, your user name and password are deactivated, and I can no longer log into the Verizon site to make a payment. My only option is to drive to a payment center OR use their pay by phone system and get charged an extra fee of $3.50.

 

It find it amazing that Verizon does not want to give customers the ability to make a payment online. A rational person would think that Verizon would like a customer to pay, not make it difficult.

 

So, at the end of the day, I called Verizon (spent over an hour being switched back and forth between departments) and go NO resolution. I just wanted to make a payment and NOT pay the fee. I was told that I MUST pay the "pay by phone" fee, no exceptions.

 

Long story short, I closed my account and am having new service from another provider next week. All for a $3.50 fee. laughable.

 

Good Job Verizon!

6 REPLIES 6
spacedebris
Gold Contributor V
Gold Contributor V
Posts: 1,692
Registered: ‎05-17-2009

Re: Making Payments Online, FLAW

Message 2 of 7
(1,651 Views)

If my account was overdue (due to an error on my side) then a $3.50 fee to restore the service seems reasonable to me. I find it laughable that you would go to all the trouble and headaches of changing servce over a $3.50 fee, due to your own mistake. T




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Error exists between keyboard and chair.
flip
Contributor
Contributor
Posts: 3
Registered: ‎06-01-2011

Re: Making Payments Online, FLAW

Message 3 of 7
(1,645 Views)

Actually Space Debris, you must have space debris in your head. The point was (and still is), why would a company like Verizon have a payment system that stops functioning when your service is interrupted? Do they NOT want me to pay the bill? Obviously the $3.50 is more important.

 

Thanks for your interest though.

GaryDoug
Silver Contributor III
Silver Contributor III
Posts: 402
Registered: ‎07-07-2010

Re: Making Payments Online, FLAW

Message 4 of 7
(1,635 Views)

So when life gives you lemonade, you make lemons?

flip
Contributor
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Posts: 3
Registered: ‎06-01-2011

Re: Making Payments Online, FLAW

Message 5 of 7
(1,632 Views)

No, I add vodka.

PJL
Gold Contributor V
Gold Contributor V
Posts: 2,069
Registered: ‎08-07-2008

Re: Making Payments Online, FLAW

Message 6 of 7
(1,625 Views)

@flip wrote:

Actually Space Debris, you must have space debris in your head. The point was (and still is), why would a company like Verizon have a payment system that stops functioning when your service is interrupted? Do they NOT want me to pay the bill? Obviously the $3.50 is more important.

 

Thanks for your interest though.



I don't usually stand up for Verizon, but in this case I will.

 

The "payment system" is part of a much larger portal that also allows a customer to order other services (change their FiOS TV package, for example) and enjoy other things that come along with paid service (like online TV services). That's why you would be locked out when your service is interrupted for a late payment -- you haven't paid your bill and therefore don't get anymore service. Verizon does want you to pay the bill, but not by using the portal available to paying customers. Many service providers charge much more that $3.50 as a late charge after service is stopped to reinstate it.

Justin
Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 5,173
Registered: ‎08-05-2008

Re: Making Payments Online, FLAW

Message 7 of 7
(1,623 Views)

@flip wrote:

No, I add vodka.


Now I guess we know why you failed to pay the bill on time.... Smiley Very Happy

 

Seriously, I am pretty sure Verizon charges the $3.50 if you pay by phone, no exceptions period, voluntary or not. I guess the reason is to defray the extra cost of handling it that way, but I don't know. What I do know is that I pay my bill every month via the website, on time (and I get a reminder if it looks like I have forgotten), and it works great. And if I for some reason didn't pay on time and wanted/needed to pay via the phone, I would pay the $3.50 and move on.

 

I really, really don't see the big deal, and it seems rather shortsighted to go to the trouble to switch providers over $3.50. But of course that is your choice.......enjoy your lesser TV service.......

 

__________________________________
Justin
Verizon FiOS TV, Internet, and phone
QIP7232, IMG 1.8, Build 02.54
Keller, TX 76248

 

 

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