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Online Bill is wrong and not up to date.

My bill was paid several days ago, on time as always. I have never missed a payment. When I login online it tells me I have a bill over due...but it's not the same amount I just paid. It's next months bill. The system is out of sync or something.

I called Verizon today and she said my account was paid and I had nothing to worry about, but she didn't know why the site was wrong.

If I lose access or my credit gets dinged when it's VERIZON'S VAULT I'm not going to be a happy camper. If this prevents me from ordering a new iPhone tonight i'm switching services.

Comments

ElizabethS

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.

FixItAlready

Online Bill is wrong and not up to date. When I login online it tells me I have a bill over due...but it's not the same amount I just paid. It's next month's bill. The system is out of sync or something. I called Verizon yesterday and she said my account was paid and I had nothing to worry about, but she didn't know why the site was wrong, and had no clue how to fix it -- it wasn't her (or her department's) responsibility. Really, Verizon?

armond_in_nj1

I have been using VZ FiOS for about 4 or 5 months, and have noticed so far that the online pages often give billing information that is out of sync with either prior data, or other billing information, during the billing cycle. This seems to occur at about the time the next billing cycle is being calculated. Although the information from various sources is often different, the phenomenon itself is repeatable in that the problem happens about the same time each month.

From a data processing viewpoint what may be happening is that the pages on "My Verizon," which consist of "derived data" from many sources, are at times presented with information that is internally out of sync. This may occur for a period of 24 hours or so during the time that bills are complied for presentation and payment. In my experience, this problem usually cures itself given a bit of time, and the "My Verizon" billing pages eventually present the correct information. In the meantime, I am not suggesting that the so-called "correct" information actually presents all the credits and charges themselves correctly, because I have often had to contact VZ to have certain charges and credits handled correctly.

One specific example: During the last month I have contacted VZ several times concerning a billing arrangement change, and also concerning a credit related to that change. I was concerned that all of the agreed changes might not be reflected in the actual bill, so I kept a close watch on the online billing page. At the approximate time when I expected these changes to appear online, they did not do so, and this problem has persisted for 3 or 4 days. However when I called a customer service number and checked my current balance, it indicated that all the credits I am expecting have been applied correctly. I subsequently spoke to a CSR who verified that this was indeed the case. In short, the bill is correct, even though the online pages are not yet up-to-date to reflect this situation.

Quite complicated actually and in fact bothersome, but I am hoping that in time the billing will settle down and give me some rest. In the meantime, it just takes a bit of extra effort to make sure that the billing situation is in order. Worth noting is that all the CSRs I've dealt with have been very helpful and informative. We should always bear in mind that the person we are speaking with at VZ is not responsible for the coding (or lack thereof) that goes into the online pages.

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