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How do you escalate an issue to someone that can actually solve a problem?

My autopay stopped working about 4 months ago this is how it goes.

Autopay doesn't execute, I get a past past-due bill, I manually pay the bill because it is past due, I contact customer service they reversed the late fee, next bill I get a charge for auto pay non-compliance, I contact customer service they give me the credit back and assure me auto pay is active and will work next month, Autopay doesn't execute, I get a past past-due bill, I manually pay the bill because it is past due, I contact customer service.......... you can see the pattern 4 months running.

Every time they say autopay looks correct and don't worry it will work next month. I have been a Verizon customer for over 10 years and haven't had any issues till now and this is possibly the most ridiculous ordeal I can imagine. I have asked several times to be escalated to a manager or to another department but nothing happens.

I feel like these customer service reps can only see the words on their screen and can not process what I am saying because it doesn't fit into the script.

have spent a ridiculous amount of time talking to agents, and visiting the store and nothing works. I am quickly coming to the conclusion that the only way to fix this is to find a new wireless carrier.

PLEASE HELP! I

Comments

Verizon_Support

We're sorry to hear that your automatic payments aren't going through. We never want you to have to reach out every single month to get something that should be going through automatically, and we're here to help. Have you tried using another payment method to make sure the payment method you're using isn't causing issues? ~Jesse

RJBraden

It never even tries to process, it is not a decline issue. It is the same credit card I use to manually pay when the autopay fails.

Verizon_Support

That is odd. Please tell us a little more. Is all the information correct, including the expiration date? Did you recently receive a replacement or renew the card you used for Auto Pay? Are you using the mobile app or the website?

~Maria

RJBraden

The card has been on file and autopay for a while, infact I just click pay now when I do the manual pay. the wife was seeing the bill and paying through the bank even though it was on auto pay. she missed a bank payment, the autopay didn't execute. talked to someone at Verison thought it was all set and told her not to pay through the bank. next month it didn't execute, again I talked to someone and they had me delete the card and re-enter. then the cycle above starts. No one has any idea why, they all say everything looks good in the system and then it happens next month. When it comes to Verizion I feel like I am in the movie "Ground Hog Day".

Extreamly tired and frustrated, currently looking at other carriers service plans because I can't keep doing this.

RJBraden

Update******

I was told that the Auto pay stopped working because it is not a "Verizon" Credit card. This was not the case when I signed up for auto pay originally.

How is it that the 1st 10 employees I talked to didnt't know this?
How is this ethical?
I'll never get the hours of my life back that I wasted talking to employees who don't know their jobs.
I don't need a new CC to just bill my phone through and I won't debit a checking account because I loose the protections I have with a CC if Verizon miss charges me.
10 + years with this carrier but no more.

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