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Confusing billing website

Verizon's account site is sooooo confusing. On 1 page it says I owe 1 amount, another page says the amount of bill is even more than the other page and a 3rd page says I'm paid in full!!!!!!! So, which is correct!!! Verizon needs to update their site when payments are made. This is the only site that I use that does not keep current information. I called the 1-800 # and she had to put me on hold to figure which was the correct amount. (and that's after trying to get to an actual person for about 15 mins) Press 1 for this- press 2 for that-; press 1-; press 5- ;press 7- ;press 1 "we're sorry but all our operators are assisting other customers..........

OMG I truly wish Verizon looked at these pages. Then they would get a clue. The lady on the phone I have to say was very pleasant. She agreed it was confusing.

Comments

prisaz

I agree I had an amount due from a previous bill. I paid it and now my account shows paid in full. I know it is not. That is what messed up lasts month when I thought it was paid. I know I still owe the current bill because I only paid $170 out of the total $337 due. Which includes the previous bill and current bill. I will make sure it gets paid before it becomes due. Do we pay late fees? I will need to look. Eservices needs to fix this.

evstarone

I can relate to that, I spent 2 hours with four customer reps today to find out how this problem can be corrected. I either get transferred to another department, disconnected, left on hold or get someone who doesn't know crap. I even had an online chat and since they didn't know, decided to end the chat!! Verizon is one of the worst companies I have ever had the displeasure of dealing with. From the moment I got the service in April 2010, it has been nightmare after nightmare. Had to file 2 BBB complaints and 2 abuse@verizon.com compalints....still waiting!!!! Even worse, the BBB has them rated as an A+ company, how do they figure that???

I cant wait until my contract is over, so I can wake up from this horrific nightmare!!!!! I recommend everyone do the same.

prisaz

@evstarone wrote:
I can relate to that, I spent 2 hours with four customer reps today to find out how this problem can be corrected. I either get transferred to another department, disconnected, left on hold or get someone who doesn't know crap. I even had an online chat and since they didn't know, decided to end the chat!! Verizon is one of the worst companies I have ever had the displeasure of dealing with. From the moment I got the service in April 2010, it has been nightmare after nightmare. Had to file 2 BBB complaints and 2 abuse@verizon.com compalints....still waiting!!!! Even worse, the BBB has them rated as an A+ company, how do they figure that???
I cant wait until my contract is over, so I can wake up from this horrific nightmare!!!!! I recommend everyone do the same.

No they are not perfect and I too find things in need of repair. But compare Verizon with the number of complaints logged with the number logged for other vendors. Verizon is less. Although not perfect, better. A+? Don't know, but I like my FiOS and would never go back to regular cable. I get my paper bill, and also track it online. Sorry tree huggers.

retiredVZ

YES, the web site(S) are confusing. Here is my current configuration of services from VZ. Wireline and Cellular service show up on one (one-bill) but, I can not combine my wireline and cellular billing with my TV and Internet billing...because, I am not using FIOS phone service, I chose to retain my old copper line phone service because when the power goes out the power for my phone comes from VZ's switching office (copper) versus coming from the battery (FIOS) in my basement. Thus, even in a power failure, my wireline phone service should continue indefinately; where FIOS phone service will eventually fail do to no more battery power. But, enough on my service... let's get back to the billing web site issue.

VZ has now put together the solution to all solutions -- MY VERIZON. Except there's one problem -- all your accounts can not be reflected on a single VZ login to MY VERIZON. As with the Internet/TV and the Wireline/Wireless accounts -- there (for whatever reason) needs to be two separate logins to look at the two different account areas. So, if you actually have two separate accounts for these services, you will need to create two separate log-ins to access these accounts. Now is when it really gets weard...

When I log into my Verizon Internet/FIOS TV account, I see a balance due which is identified with the last four digits of the Internet/FIOS TV account number --- but, the amount shown is not the amount that I owe for the INTERNET/FIOS TV account --- it's the amount i owe on my WIRELINE/WIRELESS account. In fact, if I click on the view bill on the INTERNET/FIOS TV account --- the results prove the balance initially reflected is not correct for the INTERNET/FIOS TV account; but, the bill shows the correct amount and allows me to pay that amount on-line. IF, I go over to my other account (WIRELINE/WIRELESS) and log-in, that account shows the proper amount for the WIRELINE/WIRELESS account -- which is the one I'm logged-in at. (Keep in mind -- this is the original VZ on-line account -- before it became MY VERIZON, thus, it sort of makes sense that it actually works properly.)

I feel your pain when talking to VZ staff members. (Probably another reason I retired, since I got tired of fighting the battle with my own people.) But, there are many VZ people that are good folks and very dedicated to their tasks -- they are just understaffed and in some cases lack the proper training. And then there is the matter of the RIGHT hand not knowing what the LEFT hand is doing. Yep, a communication breakdown in a communications company -- imagine that.

Well, I hope this helps, at least a little bit... Happy New Year !!!

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