Credit Report Gone south after payment was made in full

I’ve always been really careful about managing my credit, which is why this situation with Verizon has been incredibly frustrating.

A while ago, I had a small Verizon balance that ended up going to collections after an unfortunate situation. The total amount was less than $100, and as soon as I realized it, I contacted Verizon and paid the balance in full. The payment was made with the understanding that it was a “pay to delete” agreement, meaning once the balance was paid, the collection would be removed from my credit report.

Fast forward to now — I’m currently in the process of trying to secure a home loan, and everything was moving along smoothly until I discovered that the collection is still showing on my credit report, even though the balance was paid.

When I contacted Verizon, I was told that they will not remove the collection, despite the agreement and the fact that the balance has been fully paid. This has been incredibly stressful because even a small collection can negatively affect your credit score, which in turn can impact mortgage approval or interest rates.

What’s most frustrating is that I did everything I was supposed to do. I reached out, paid the balance immediately, and tried to resolve the issue responsibly. Yet the collection is still there, and it’s now creating problems during an important financial step in my life.

I’ve tried calling, emailing, and following up, but I haven’t been able to get a clear resolution. At this point, I’m exploring other options, including filing a complaint with the Consumer Financial Protection Bureau (CFPB) and looking into additional steps to have the account properly corrected.

I’m also curious — has anyone else experienced this issue with Verizon collections not being removed after payment? I’ve started seeing similar stories from other people online and would love to hear if others have found a way to resolve it.

-Laura

Accepted answers

VZ_jenn

Hi @lswanson1688,

As the Community undergoes backend platform updates, we recommend reaching out to one of our official support channels for any account-specific assistance listed below. Our teams are ready to support you. Thank you.

Instagram: Instagram.com/Verizon (Pre-paid excluded)
Facebook: Facebook.com/verizon
X (Twitter): x.com/verizonsupport

All comments

VZ_jenn

Hi lswanson1688,

Thank you for reaching out to the Community. I know how important it is to get this resolved. If this is in collections and affects your credit report, it's best to get in contact with the collection agency. They will be better able to assist. The collection agency information should be on your credit report.

lswanson1688

They said Verizon is the one who can delete it since you're reporting it. I have paid the balance in full, I even asked for a PDF letting saying it was paid and you were unable to provide that to me. What is the best way for me to take this off my credit report?

lswanson1688

I have already contacted the collection agency listed on my credit report. They confirmed that because Verizon was the original creditor and the furnisher of the account, Verizon still has the authority to request an update or deletion with the credit bureaus.

The balance has been paid in full, and I resolved the account as soon as I became aware of it. Unfortunately, the collection is still being reported and is now negatively impacting my ability to secure a home loan.

At this point, I am requesting that Verizon review the account and submit a goodwill deletion or credit reporting correction to Experian, Equifax, and TransUnion. Since Verizon furnished the original account, this request must come from Verizon rather than the collection agency.

If this cannot be handled through this channel, I would appreciate being directed to the appropriate department within Verizon that handles credit reporting or executive escalations so that I can resolve this as quickly as possible.

Thank you for your time and assistance. I look forward to your help in resolving this matter.

VZ_jenn

Hi @lswanson1688,

Instagram: Instagram.com/Verizon (Pre-paid excluded)
Facebook: Facebook.com/verizon
X (Twitter): x.com/verizonsupport

lswanson1688

Thank you for the response. I will reach out through one of the support channels listed.

Before doing so, I want to clarify that I have already contacted the collection agency and they confirmed that Verizon, as the original creditor and furnisher of the account, has the authority to submit a correction or deletion request to the credit bureaus.

Since the balance has been paid in full and the account has been resolved, I’m requesting that Verizon review the reporting and submit a goodwill deletion or correction to Experian, Equifax, and TransUnion.

I will also reach out through the social support channels you listed and would appreciate if this request could be escalated to the appropriate credit reporting or executive relations team so the matter can be reviewed.

lswanson1688

Thank you for your response.

Because this matter involves an account that has already been paid in full but is still being reported negatively to the credit bureaus, I need to connect with a Verizon representative who has the authority to review the account and remove the credit reporting entry.

Social media support channels typically do not have the ability to make changes to credit bureau reporting. Could you please provide the correct phone number or department where I can speak directly with someone who is authorized to handle credit reporting disputes and request removal of the negative mark?

I appreciate your help in directing me to the appropriate team so this can be resolved.

Thank you.