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Payment amount and date say undefined

Last month I upgraded to a new phone and plan, but some issue has shown up on my account now and curious if anyone else has seen/fixed it before.

On the home page on the website for my account it says "Your next payment is good to go. Your next Auto Pay is scheduled for Jul undefined and we'll take up to undefined from your account." which is concerning since the date and payment amount are both undefined. The app has the payment date correct, but it says I'll be charged $0. Then on the website if I go to manage payment methods, it says autopay is off and if I click on the link to enroll in autopay, it hides everything on the screen and I can only see the footer with all the links like "Shop" "Top Device Brands". On the app, on the payment tab, it says autopay is on, but when I click on the "Payment Methods" tab, I get an error saying "Unable to process request, please try again later".

I noticed this all last month and messaged with one of the chat agents on the website and they said Auto-pay was on and I would be good to go on the payment date. However, last night I got a text saying "There is a credit on your account. We applied @$0.00 to your monthly plan, your card was not charged", then this morning I got another text saying my plan did not renew. So I manually added funds and got an error when I did that, but they still added.

I chatted with another agent this morning and they again said that I would be good to go for the next month's autopay, but the undefined and errors are still occurring when I try to do anything payment related on my account.

It seems like my account just needs some big reset, but curious if anyone has seen something like this before.

Comments

Verizon_Support

We know how concerning not to see accurate information on your account, and we will be delighted to help you get this issue resolved. Please send us a Private Note to get started.

*Cassie

SynthpopAddict

There have been several threads lately from postpaid customers saying they were having trouble getting to the bill pay site in My Verizon, but you're the first prepaid customer I've seen having a similar problem. I'm starting to think it's some kind of glitch. Because your plan did not renew today, sure hope you haven't had your service cancelled already, as autopay is supposed to get processed on the expiration date every month for prepaid customers.

Try dialing #PMT on your phone, or if that doesn't work for paying the bill, use the one-time payment site which doesn't require logging into My Verizon:

https://www.verizon.com/digital/nsa/nos/ui/payment/otp/login#/

[update] If that link doesn't work either...Use a computer browser and go to the login screen for My Verizon. (You can access this screen by picking "sign in" at the top right of the verizon.com website.) There is a link "Make a one-time payment" to click upon. If you go to that link, several options appear. Pick "Prepaid Instant Pay".

Sure hope that takes care of your plan renewal.

If you've been using the same credit card for a while, it's possible it expired and the system doesn't have it updated. Something to try is shutting off the autopay completely, then re-enroll in it. If that's not working either, then maybe the plan upgrade you did messed something up in the system where it thinks you still have the old plan, and a Verizon agent needs to straighten out your account to reflect the current plan you have.

Bobbystrong9

Sorry for the late response, but I am able to add funds manually through the website. Auto-pay still isn't working, the card definitely isn't expired, auto-pay just thinks I have a $0 payment for some reason and so it doesn't function correctly. I was told an internal ticket had been made a month or so ago, but I haven't heard anything since, so I'm going to reach out to them again.

SynthpopAddict

No worries, glad you're at least able to add funds manually, but that's still a pain. I'm wondering if your autopay issues are because something got messed up when you upgraded your plan or switched to the new phone - the system may still be trying to "pay" to the plan you had before, hence it thinks there's nothing owed, but the account is still active, so then it doesn't know what to do. I have a number for Prepaid CS which ends in 6804, but am not sure if I'm allowed to post it on the forums anymore. I think I found it by digging around on the Verizon website a month or 2 ago...if you come across it, would call that number so as not to get the postpaid CS department (which won't be able to handle prepaid accounts) and ask about the ticket status.

Bobbystrong9

Yea, it's definitely something from the upgrade, but I'll give it a look, thanks for the help.

Verizon_Support

Hello! We would be more than happy to help with any questions or concerns. Please send us a PM for assistance.

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*Amanda

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