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Cannot pay my bill online, ecenter has had an open ticket since 10/24 - no end in sight

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gmontano
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Posts: 5
Registered: ‎11-18-2011

Cannot pay my bill online, ecenter has had an open ticket since 10/24 - no end in sight

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I am hoping this message gets someone's attention at Verizon.

 

I joined FIOS about 2 months ago.  When I placed my ordered I asked for a phone port.  On install day there was no port ordered so I received a new number (new number).  I called Verizon and explained I needed the port, I had to keep my old service for 2 weeks until a "new" order could be placed.   Long story short, I get my old number (ported number) finally.

 

Now I try to pay my bill, I log on and and see the ported number front and center in my account screen.  Digital Voice, etc show the ported number.  When I go pay my bill the "new number" is listed with a message that my account doesn't match, please enter my new info.  I enter the info and get thrown into a loop and am not able to pay online.

 

I call Verizon and spend a good 50 minutes on the phone on hold and with ecenter who see and acknowledge the problem and create a ticket that should take "a few days."  This was October 24.  I have subsequently called back twice to no avail.  "The ticket is open, someone should get to it."  I would just like to pay my bill online and not spend hours of my life on hold with Verizon to fix this.

 

Can anyone help here??? 

 

Thanks,

 

Greg

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gmontano
Copper Contributor
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Posts: 5
Registered: ‎11-18-2011

Re: Cannot pay my bill online, ecenter has had an open ticket since 10/24 - no end in sight

Message 11 of 13
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Finally fixed by Verizon. It's a shame I had to waste well over 3 hours on the phone and call them out for a month on a public forum for this to get resolved, but alas it is. Thanks.

View solution in original post

12 REPLIES 12
TonyaD_VZ
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Employee Emeritus
Posts: 721
Registered: ‎01-06-2011

Re: Cannot pay my bill online, ecenter has had an open ticket since 10/24 - no end in sight

Message 2 of 13
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gmontano
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Posts: 5
Registered: ‎11-18-2011

Re: Cannot pay my bill online, ecenter has had an open ticket since 10/24 - no end in sight

Message 3 of 13
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I see a blank response above.

 

 I called the ecenter again yesterday 11/21/11.  The person I spoke to told me only supervisors can view tickets.  I had to re explain the problem from scratch and put in a new ticket.  I was assured it would be looked at immediately and fixed for today.  Today is here and it isn't fixed.  I find this somewhat amazing.  I am sure if anyone took 2 minutes to look at this it could be fixed.  I don't know what to do other than be further inconvenienced and make another 30 minute phone and be unable to pay my bill online.

 

 

TonyaD_VZ
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Employee Emeritus
Posts: 721
Registered: ‎01-06-2011

Re: Cannot pay my bill online, ecenter has had an open ticket since 10/24 - no end in sight

Message 4 of 13
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Verizon support is in receipt of this issue. We will send you a PM to gather additional information.


Thanks,

Tonya D.

Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.

gmontano
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Posts: 5
Registered: ‎11-18-2011

Re: Cannot pay my bill online, ecenter has had an open ticket since 10/24 - no end in sight

Message 5 of 13
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Despite receiving 2 calls from Verizon last week that they were working on the problem, this is still not fixed. Now I have another bill due and must do the ridiculous 30 minutes of phone calls to pay. I find this somewhat incredulous.
joeycasino
Contributor
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Posts: 1
Registered: ‎12-08-2011

Re: Cannot pay my bill online, ecenter has had an open ticket since 10/24 - no end in sight

Message 6 of 13
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OMG - I can not accomplish this simple task either.  I have been trying for months now and I am happy to see I am not the only one having the issue.  No matter how many times I have tried to re-set the psswrd or id nothing works.  Funny I had no issues registering for the community forum but you would think Verizon would be more concerned about receiving my payment quicker and more efficiently.

 

I will check back with you to find out if you had any progress.  I just switched to the full FIOS package and hope things get better.

ABGershaw
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Posts: 3
Registered: ‎12-12-2011

Re: Cannot pay my bill online, ecenter has had an open ticket since 10/24 - no end in sight

Message 7 of 13
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I have the exact same problem as the OP has.  I ported my phone number also.  I am sick of constantly calling Verizon's eCenter and having to re-describe the problem from scratch to multiple representatives.  They put in tickets, tell me someone will call me back within 48 hours, and nobody every does.

 

It was a real **bleep** to switch over from Comcast to Verizon, especially with all my roommates whom I don't get to see very often and have to reimburse me for the cable bill that I pay in full every month.  I don't even give a **bleep** for this expensive TV service, if it were up to me I'd be on Comcast's basic cable with about 20 channels plus their high-speed Ingternet only.  (Verizon does not offer cheap Fios TV bundles.)  I am thinking of actually switching back to Comcast because of all the problems this has caused me and all the hours on the phone with account representatives who are often clueless or can't do anything useful.

 

Verizon's eCenter acknowledges this problem but the peons who answer the phone tell me that the problem has been on for a while and there is no time estimate when it will be fixed.  All they ever do is put in a ticket for me, tell me someone will call, BUT NOBODY EVERY DOES, and the problem never gets fixed.  All I want is this **bleep** security screen to go away so that I can pay my bill online and change my bundle. I want to slightly downgrade my bundle to slower Internet service because it's costing me way too much money ($160 for this combined service is hugely expensive for a bundle deal) but I can't do that until I get past this security screen.  I also can't pay my bill or view my billing history.  Would canceling my Verizon account and signing up as a new customer fix this problem?  I swear I'll never attempt to port a number over again and will just bite the bullet and tell all my friends and businesses I use my new home phone.  Or I'll just say screw it and go to Comcast.  We have both in this city, you know.

ElizabethS
Moderator Emeritus Moderator Emeritus
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Posts: 6,227
Registered: ‎04-29-2009

Re: Cannot pay my bill online, ecenter has had an open ticket since 10/24 - no end in sight

Message 8 of 13
(1,241 Views)

Hi ABGershaw

 

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or help you resolve your issue.

tverhille
Contributor
Contributor
Posts: 1
Registered: ‎12-13-2011

Re: Cannot pay my bill online, ecenter has had an open ticket since 10/24 - no end in sight

Message 9 of 13
(1,227 Views)

well I knew I couldn't be the only one.  I don't have fios.  only DSL.  but when they set us up about 3 years ago, they had to set up a simulated dry loop phone line.  We don't have a land line.  so when verizon did the merge sites thing..the only thing that i can see on my bill is a zero balance bill that looks like a land line statement. 

I was told a month ago that a ticket had been put in and someone would be fixing my problem and getting back with me.  it is now a month later and another bill is due.  same thing. 

I just spent and hour on the phone with them again.  half an hour talking to 2 reps that couldn't agree on what needed to be done and when the one said she was going to bump the problem up to her supervisor and if it wasn't fixed in hours, I could call back.  I asked for the supervisors name.  she told me she could not give me that information.  i asked if she was serious, and told her that i wanted to speak to her supervisor right now.  she agreed and asked me to hold.  I held for half an hour and then the phone disconnected.

unbelievable! 

if anyone finds a solution or gets a response.  I would love to know!

tonya 

gmontano
Copper Contributor
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Posts: 5
Registered: ‎11-18-2011

Re: Cannot pay my bill online, ecenter has had an open ticket since 10/24 - no end in sight

Message 10 of 13
(1,215 Views)

still waiting for Verizon to call me back.  Still can't pay my bill online.  Two month anniversary of the problem in 10 days.  Joy.

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