Account is messed up - hoping someone can help here b/c verizon customer service is a joke!

[jenlynn2]

I'll try to make this short:  Two years ago I upgraded to FIOS internet and phone.  They said it was mandatory to issueme a new account number b/c fios is separate.  OK.  however, i made payments that sat in lymbo for months b/c verizon could not find them.  Turns out my old account wasn't linked to my new account, and both were acting as nonexistant.  I still had service, but it took Verizon almost 4 months of my being persistant to figure it out.  Bringing you to currently - I have paid all my bills on time every month in 2014.  I realized that my November payment had not been reflected in my new statement balance.  So I called and customer service and financial services bounced me back and forth for hours.  None of the employees understood it nor could figure it out.  It seems my old account isn't "active" per say, but my last payment was sent to that old account.  It shows I paid that amount on my new account, but it is not reflected in my balance (yes, enough time has passed since i paid it - over a month).  I tried to pay my dec. bill but it won't let me b/c it says I have a credit.  Which I DON"T b/c I know exactly what I owe.  

Has anyone else had this problem?  If so who did you speak to and how can I get in touch with a higher up?  I need to pay my bill, but can't.  I was promised a follow up call yesterday at noon - never got it.  My november payment needs transferred to the correct account.  And now my account is looking past due but this is completely on verizon.  

If anyone has the number to account manager or anyone who can help PLEASE help me out!  I am sick of holding for 20 minutes each time I call to get a normal rep who wants me to repeat my story to only transfer me around for hours.  This 2012 all over again.  I am seriously done with verizon.  😞

Thanks in advance for anyone who can help.  In the mean time I am searching for the CEO of Verizon to personally send them a detailed letter.

[ElizabethS]

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.