Verizon does not accept any form of payment

[Margaret15]

I have been trying for 3 days to upgrade multiple lines on my account. Each time I go through the complete process and then the Verizon system will not accept my credit card payment. I have already tried:

1) clearing cache and using an incognito browser

2) "waiting a few hours" and trying again (advice from a rep on 11/24)

3) going through a rep via online chat and having them send me a payment link (11/25) - was not accepted

4) calling credit card company and verifying: AmEx is approving the payment attempts, but Verizon's system will not process them.

5) an alternate credit card, also does not process.

I would like to make a purchase. I do not want to be charged a service fee for doing this in a store, just because the online system doesn't work. Please advise. 

[vzw_customer_support]

Margaret15, we want to ensure you can complete your purchase as needed. Can you please advise of the message you're receiving when attempting your purchase with any credit card? The service fee for upgrading online via our website, with a rep by phone/chat and in-store with a rep is now the same but if the issue is occurring with our website and with our CS reps, it would likely occur in store as well. As a result, we'd need to know the exact message being received in case there's an account restriction we need to have our IT team look into for your account.

-Ebony

[dgr581]

Same problem, wondering if a solution was found

[vzw_customer_support]

dgr581,

We want to make sure you can get your order through without issue. I know that's a big deal. We're always glad to help. What does the site say when it attempts to put that payment through? -Andrew

[Meeshi5]

I’m having the same issue. The message I get says that Verizon cannot accept my form of payment at this time. Or when I work with a rep and they send me a link to pay, the message says payment failed. All of my banks say they see that they release the funds and the issue is with Verizon. I’ve also tried multiple forms of payment. 

[vzw_customer_support]

Meeshi5, having the option to make my payment is crucial. I will be more than happy to assist. Please share with me what forms of payment have been used? Also, confirm for me what happens when you attempt to pay by dialing #PMY from your phone?

-Rodney

[Meeshi5]

Hi Rodney 

I do not have an issue paying my bill, oddly enough. The issue is paying for my new phone when upgrading my line. I have tried a visa credit card, visa debit card, my bank account that’s connected to my account and my American Express card. All give me a failure. I have gone through the chat several times where they send me a secure link, the message I get on those is just “payment failed” 

below is the image of my most recent attempt. My bank and credit card banks have confirmed to me that this is an issue with Verizon. They do not have a fraud alert, there are plenty of available funds. When they look at the charge, they see that they authorize Verizon to take the money and Verizon is bouncing it back .

I am trying to purchase a new phone/upgrade my line. There is obviously some kind of glitch happening here  

 

[vzw_customer_support]

Meeshi, the screenshot you provided is appreciated. That is strange it not allow you to pay off your device to upgrade. I sincerely apologize for this inconvenience. Please share with me have you attempted to upgrade in-store?

-Rodney

[Meeshi5]

I have not gone in store. I worry that I’d have the same issue. Since I can pay my monthly bill just fine. But the online store in the app is rejecting my payment attempts. I believe a read through another thread in this community where they said it was a glitch with the account and needed IT intervention as that users would have have the same problem in store. 

[vzw_customer_support]

Thank you for bringging this issues to our attention. To better assist you, tell us. Are you using the mobile app or your desktop to make your payment?

~Maria

[AO15]

Yep. Same exact issue when trying to upgrade. It would not accept Apple Pay, PayPal, credit cards, debit cards, the saved card to my account (which I used maybe 10mins prior to pay off the remaining amount on my husband’s galaxy). They really force you to “bill to plan”…which was $156 more than if you pay for the upgrade then pay your bill normally. I’ve gotten the complete run around too. I was told to “go to the store” which I shouldn’t have to do. It feels very intentional so that people end up paying more fees by having to use “bill to plan” or some fee they would charge in store. 

Also, the payments went through on my bank’s end (I have about $900 in holds to prove it). Nothing wrong with my cards, it’s solely a Verizon issue. Extremely frustrated and disappointed is an understatement. 

[vzw_customer_support]

Hi, AO15 - I'm here to help! Please send us a Private Note so that we can discuss your payment options when upgrading your device - we have several ways to take care of this, okay?

*Stephannie

[idaholandho]

Same issue. Happened last month also. It's pathetic. I shouldn't have to work this hard to pay for services. Sprint was happy to take my payments and I bet they will be happy to take me back.

[vzw_customer_support]

Hello! Thank you for reaching out to us! We'd be happy to address any account concerns you may have. We can take a look at the account. How does that sound? *Angela

[barclay10]

I am having the same issue. I tried using chat, called 800 number and went to physical store. I have used multiple different credit cards and still get the error 'payment failed'

I am trying to upgrade my phone to new version, is there a special phone number i can call to get this sorted out? i have contacted my credit card company and no problem on thier side.

[vzw_customer_support]

Good afternoon. We want you to pay your bill easily, which is why 3 routes, but if they're not working for you, we want to address this. Please send a Private Message to continue.*Justin

[MoePeyton]

I am having trouble updating my payment method for a new purchase. I have tried so many payment cards and same thing happened, failed payment. It’s not my banks it’s Verizon. So how can I take care of this?

[vzw_customer_support]

MoePeyton, we know it's important that you are able to update the payment on your order. We are here to help! We will be sending a Private Note shortly to continue.

*Brianna

[mjb1234]

I get this same response and the Chat person keeps saying its my bank, which its not, I have tried multiple different forms of payment

[vzw_customer_support]

We are always ready to help! Please Private Message us. We are looking forward to hearing from you soon! *Jorge

[Swampcat]

It accepted my MasterCard last month but I got a new card and it keeps saying card error   I don't know if it's a Verizon or a MasterCard problem but it's thin having to ask my 84 year old mom to pay my bill.