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Paper-free Billing Off

Verizon turns off my paper-free setting in my Account every month because they are "unable to reach you digitally."

Text messages are sent to the Home Internet Gateway phone number. It does not receive texts so Verizon mails me a letter telling me to update my alert preferences or my "account will be de-enrolled from paper-free billing and any related discounts will be lost".

The app will not let me change my alert preference to my cell phone number that is on TracFone. After a call to Verizon Customer Service every month for several months they got my email verified, but this is the 6th month in a row that I have got the threatening letter.

I call Verizon every month when I get the email that says "you’ve chosen to keep your paper bill", "Your bill will be in the mail". This time I called tech support on the 18th, she said a she did a work order to solve the problem. Still got the letter on the 23rd and the paper-free setting had been turned off.

Is there anyone at Verizon that can remove the gateway number from my alert settings, so it goes to my email or my phone?

Comments

SpindriftUSA

Good luck getting that problem resolved.

I've had the Verizon 5G Home Internet Gateway since mid-December. I signed up for auto-pay and paperless billing to get the $10.00 off discount. Last month, I got that same pre-printed notice in the mail, and the other day, received an email saying that "You’ve chosen to keep your paper bill. You will receive your monthly statement at your current billing address. Learn more about paper-free billing if you'd like to enroll in the future."

It was news to me that I had reverted back to getting a snail-mail bill, lol.

Anyways, I checked my account and saw that the toggle switch icon was off on paperless billing so I turned it back on (for what it's worth).

I chatted online with a Verizon representative and he had insured me that I would not lose the $10.00 monthly discount on my bill, since I was unable to change, online, the number to send text notices to me, which currently is set to the phone number that was applied to the gateway. I intended to change that to my cell phone number (which is also on the Tracfone service using Verizon's towers).

chingy4ever

same issue happens here and i dont know why verizon auto switches to paper billing. in store employees claim they cant do anything about it

Verizon_Support

@VHI
wrote: Is there anyone at Verizon that can remove the gateway number from my alert settings, so it goes to my email or my phone

VHI, to make those kind updates you'll want to sign-in to My Verizon, then once in you’ll hover the mouse over Account tab up top. Next you select the ‘Account Settings,’ and following that ‘Account Settings Overview.’ You’ll be given a grid with your various account settings. To update notification settings you click on ‘Manage communication preferences.’ If you scroll down a bit, you’ll see Notification Settings and a Manage link. When you click that, you’ll see your Verizon devices. You can then select the number and make what selections you want for Billing, such as selecting email or SMS. On my own account, I just have my email selected. You’ll see the same for Payments and other options.

Additionally there’s the Contact & Billing section where you can confirm the email, contact numbers, billing address, and payment methods/settings.

I highly recommend reviewing these, to ensure you have the right items selected for your needs.

-John

VHI

John, thanks for your reply unfortunately your instructions do not match my app. The account tab is at the bottom not the top. Hovering over the tab shows nothing clickable.

I can click the tab , but no account settings. I get "Edit Profile and Settings". From there I can get to "Payment Settings" and down to "Alerts".

My email is there but it will not let me delete the gateway number or add my cell number.

What can be done to stop the threatening letter that I get every month?

Verizon_Support

We're sorry to read about your concern regarding the paperless billing option turning off. Do you have an email address registered on your account? ~Peter

Verizon_Support

@VHI
wrote: John, thanks for your reply unfortunately your instructions do not match my app. The account tab is at the bottom not the top. Hovering over the tab shows nothing clickable.

Thank you for trying those steps. Let's take a look at your account so that we can review what options are available to get this updated for your account. Be on the lookout for a Private Message from us so that we can better assist.

-Andi

VHI

Yes, my email is in alerts .

TheCatAteMyWifi

Has this been resolved for anyone yet?

I'm having the same problem with my account, with my alerts being sent to the gateway instead of the phone number I registered with.

VHI

Verizon turned off my paper-free setting in my Account again this month on the 17th. I had been checking and saw it was off so I turned it on got this email:

Screenshot 2024-05-18 8.40.01 AM.png

Then today I got this email:

Screenshot 2024-05-18 11.20.09 AM.png

I checked again and the paper-free setting in my Account is still on:

Screenshot 2024-05-18 8.31.23 AM.png

So I will wait to see if the threatening letter comes in the mail.

I do not understand why someone at Verizon can't fix this problem.

Verizon_Support

Hi TheCateAteMyWifi, thanks for reaching out about your notification preferences, we want to make sure you're getting the information you need. Have you had an opportunity to go through the steps here? www.verizon.com/support/my-verizon-alerts-and-notifications-faqs

-Melissa

VHI

@VHI
wrote:
Verizon turned off my paper-free setting in my Account again this month on the 17th. I had been checking and saw it was off so I turned it on got this email:
---------------------------------------------
So I will wait to see if the threatening letter comes in the mail.
I do not understand why someone at Verizon can't fix this problem.

Well the seventh threatening letter came in the mail this morning the 24th. The letter was mailed on the 17th. The bill was auto paid this morning.

Next month the digital bill reminder should go to my email, so maybe I won't get any more threatening letters.

VHI

Today I got the first online bill notification email, so maybe this will be the first month that I don't get the threatening letter.

Here is the email:

Verizon First.png

VHI

Right, I did not get the threatening letter! First time since November of last year!

Thank you to the customer support people that got my email inserted in the Alerts section of communication preferences.

Here is the email:

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