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

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

Accepted answers

gmontano1

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.

All comments

gmontano1

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

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.

gmontano1

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

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.

tverhille

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

gmontano1

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.

gmontano1

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.

amm810

wow thats great!! what did they have to do so we can tell them. I have the same problem i cannot pay my bill on line or see it. they gave me a different phone # when i signed up with them, i thought i was getting the phone # i had with my old company,( all messed up here with the phone #) got old # back now internet still has the 1st phone # on sign on screen and will not let me do anything, keeps wanting the pin # to do anything. but it is showing the 1st phone #. the account # is mine but phone # is not. They got me off there case about a month ago saying it takes a couple of billing cycles to fix it self, well it has been a coulple of months (11/16/11) now i will start calling again. I had about enough all ready i just want to pay my bill online. aaaahahhhhhh

Please please please help

alot of uncalled for stress!!!