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Auto payment declined, Visa says error was on Verizon's end

I have been a Verizon Prepaid customer for over 5 years, using the same credit card for the last several. This month I received a text saying my payment failed and I needed to change my payment method. My credit card had thousands of dollars in available credit and did not expire until 2027. I called the CC co and they said the payment had been charged and refunded multiple times by Verizon. I changed the billing card to my AMEX but is this a known issue? I've been happy overall with my service but I'll have to look into changing providers if this is going to be an ongoing problem.

Comments

Verizon_Support

Hello. We would very much like to provide help and support for your billing concerns. Please send a private message so we can assist with this issue.

*Charmaine

arkane156

Three days of back and forth with an artificial unintelligence pretending to be a CSR asking questions I've already answered. I guess if it happens again I'll just switch to T Mobile.

SynthpopAddict

I can't truly speak for the autopay problem, but based upon the number of posts I've seen about this issue recently, something is glitching on Verizon's end. Why a company would make it difficult for honest customers to pay their bill is beyond me. There are other options for paying your bill if the autopay isn't working, such as dialing #PMT, using the one-time bill pay site, the quick link for prepaid bill pay, or paying your bill in person at a corporate Verizon store. But still, whatever it is that's going wrong with autopay needs to be addressed.

As for Pink Logo Place, would ask the neighbors who they use to get a feel for how the different carriers are performing. That was the one thing I didn't do and despite the internet saying they work great in my area, I will attest they did not for me.

arkane156

Finally got a chat with some semblance of a human being, they tell me the charges were reversed by my bank and they don't show an issue on Verizon's end. Since I didn't ask my bank to reverse the charges, I guess this has all been a giant waste of my time. I'm about ready to change providers out of sheer spite at this point.

Joe20021

I had the exact same thing just happen to me. Woke up to all lines turned off with a message in the app telling me the credit card charge was declined. I called the credit card company and they said a test charge was put through yesterday with no amount, and that it WAS NOT declined. This is all on Verizon. I only had to waste 10 minutes trying to reach them so far, since they are saying the customer service office is closed (at 10:00 am Central) and the chat will not connect.

Joe20021

Following up on my experience...

Got a private message from Deb to reach out to the team with a link after posting here. After messaging back and forth we learned the following (nothing):

1. Verizon shows no attempt to take my payment yesterday, despite my credit card company showing they pinged them.

2. No failed payments are showing on my Verizon account, despite the app saying that a card transaction was declined.

3. Verizon has no idea why no attempt to take the payment was made.

4. The app was showing an invalid zip code message for me, even though my address or credit card, or the zip codes, have not changed. They don't know why. The rep did finally say he saw something saying the zip code was invalid. But it is the same exact zip code I have been using for many years.

5. They did not respond about why the customer service line told me they were closed.

6. They did not respond about why my attempt to connect to the chat kept getting an error.

Basically, I solved this myself my reloading the exact same credit card into the app, making my payment manually, and then reloading the card again into the auto-pay. They assure me the next payment will be fine. Trying to get Verizon to find out what happened and take ownership was a complete waste of time. But they "Always want to ensure you're having a positive experience on the network." To finish things up I was asked if there was anything else I needed assistance with, but there was not a way to reply as the chat had apparently been closed.

bell239

Use Verizon VISA CARD for auto pay

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