Feb 2024, I became a 5G Internet customer. I do not use Verizon for my mobile phone. Every month since I receive an automated Verizon email that says I’m not signed up for paperless billing and will be mailed a paper bill. A few days later the paper bill shows up. Then I get an automated email saying there are two ways to save. This email is saying I must be signed up for paperless to get a $10 discount. I then call customer service, explain all this and they do one thing or another and claim to have fixed it. But guess what, next month the same thing happens. I have even escalated to a manager. Does anyone know how/who to get a hold of that can research and fix this issue. It seems to me that the customer service staff don’t want to get a call they can’t resolve. They don’t listen to me and always claim to have fixed it. Even the manager I talked to did this. This is now 5 months in a row with the same problem. Any suggestions?
We thank you for having us as your internet provider and want to make sure this situation is clarified. We sent a Private Message to assist you.
~Geo
@sesvs12, have you registered your account with My Verizon online? If you don't have mobile service, the support article says something about entering an email address, which I suspect CS doesn't have access to (if you had a mobile account, you'd use the phone number to sign up, which CS can see). I'd think setting up the paperless thing would be something you'd have to set up electronically through your online account.
https://www.verizon.com/support/knowledge-base-17492/
Customer service intervened via a private message and said my account was set for Auto-Pay termination. They could not explain how it got set that way but insisted this will correct the problem. I insisted this was not the root cause of the problem because I was already enrolled for auto pay and they needed to figure out how Auto-Pay termination got activated. They would not listen and assured me this will fix it. My guess is next month I will be calling them again. At least this time I have it documented on this forum and can point them to this.
Guess what -- the same thing happened again. I'm canceling my service. Too bad no one would listen to me.
@sesvs12 wrote: Guess what -- the same thing happened again. I'm canceling my service. Too bad no one would listen to me.
sevs12, I'm sorry that you've been having issues with the Auto Pay and paperless billing situation. It's disheartening to hear you're considering leaving due to that. I'm sending a Private Message so we can work to resolve the problem.
-John
I called and canceled my service on 8/19. Customer service said they would forward packaging to return the router and I would receive it in 10 business days. On 8/29 I called to inquire why I have yet to receive the return packaging. I was told my service was scheduled to be canceled at the end of the next billing cycle and would receive the return packaging 10 business days after that. In essence, I’ve been cheated into paying for an extra month’s service I did not want or use. I ask why the service was not canceled on 8/19. Customer service then canceled my service effective immediately -- 8/29. They would not make it retroactive to 8/19. They could not explain why it wasn’t canceled on 8/19 despite having disconnected my router on that day. My whole experience with Verizon has been a disaster. I would not recommend them unless you have no other choice.
Hello, sesv12. Help is here as we can check into the billing. So sorry to hear the service wasn't a good fit for you, but we can look into the cancelation and billing. I have sent you a Private Message.
-Natasha
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