Auto Pay Setup on the Web

It is unfortunate that as a customer of and a stockholder in Verizon that I must report on the poor customer unprofessional support I received from the company.

The problem, which nobody in the web support area is willing to address, is with my signing up for “AUTO PAY”. I want to sign up using the software provided on the Verizon website but after repeated attempts (over 10), the software will not accept my card.

I have tried two different computer and two different web browsers but the software always gives me the same error code: Check Card Information.

The support personal never listen to what I say, but rather want me to start all over again, and then when I get the same error code they simply say: “I do not know why this happening, just call the card number in.” When I say “I want to do it on the web” they reply, “There is nothing we can do”.

Nobody has offered to let we speak to somebody that may be able to solve the problem.

When I spoke to a supervisor (in Texas), she could not /would not submit a work order, because she was totally unable to sign in my account and would not escalate my case to somebody who could help me.

I have spent over two hours on the phone receiving the poorest help anybody could receive.

I am told to use the “live chat option”, but nobody could direct me to it. In fact they could not find it. They follow a script, do not listen or think.

Is the company interested in correcting problems customers are having or is it interested in the customer be damned with poor service.

I am very tempted to switch providers on both of my FiOS accounts because of the lack of true interest in retaining customers by providing competent service.

I am quite sure the comments in the customer relations management file or my account does not truthfully reflect my comments or problem or any note that an inquiry was submitted to the software support team.

There is a problem either with the software or database that is rejecting my credit care number, why is nobody professional enough to find out why.

Re: Auto Pay Setup on the Web
Contributor - Level 1

Hi NotAHappyPerson,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.