Hi all - I am in need of customer support and out of ideas. I recently disconnected a Home Internet service, and I have been unable to pay my last two bills.
I got an email about my second to last bill a few weeks ago, but after multiple attempts I was unable to login to pay. I tried to get my account information or reset my password via mail, but I got an error saying my account would be found. I was frustrated, and assumed that maybe the billing email had been sent in error, so I put the task to the bottom of my to-do list.
I then got another email about my final bill, with a notice that failure to pay may result in a report to credit bureaus. I again tried to login or pull my account details in any way online, but my account could not be found. I tried talking to the online chat support, but it could not proceed without an account number or phone number tied to an active account. I tried the option of using the single-time payment portal, but I could not do anything without an account number, which I don't have because I signed up for paperless billing and accessed all my bills via the website.
I tried calling the Verizon number multiple times, but similarly got stuck in a loop of needing to provide an active account number or phone number tied to an active account. On two occasions I was able to actually speak to a human, but in one instance I had been routed to the wrong department (mobile, not home internet), and the other time I was instructed I would need to go to a store in person with my ID to pay.
I went to three different Verizon stores, and each one instructed me to go to a different one. The first told me I had to go to a nearby corporate location. When I went to that location, I was told they could only help with mobile phone bill payments, and that I would need to go to a store that had Fios. I then went to another store that supposedly had Fios, but was told I would need to go to that same corporate store I'd just been to.
I want to make it clear though that every person I interacted with has been incredibly professional and helpful to the best of their abilities. In no way do I feel that any individual had provided me with subpar customer service.
My complaint is that Verizon has a system that seems to actively punish former customers. It baffles me that this system would seemingly erase all traces of my account before my final two bills were paid. This entire experience has made me severely reconsider ever signing up for a Verizon service again.
I don't know if this is the right forum to be asking for assistance, but as I said at the beginning I am out of ideas. I am trying to do the right thing and pay my bills, and any specific instructions someone could provide would be greatly appreciated.
