Not letting me view or pay my bill online for over a week
sparkat31
Enthusiast - Level 1

Been trying to call Verizon the past few days to help me. Never had a problem before paying or viewing my bill online. Now it always says "Your bill summary is not available at this time.To view your bill, please continue to the Billing and Payment page." But when you go to the payment page it says sorry for the inconvenience." They keep bumping me around when I call. The tech guy said it's something with the network, but that was a week and 1/2 ago. Anyone else having this problem? The rep today was nice enough to take my payment over the phone...still had to pay the 3.50 over the phone fee up front, but she said she would credit it on my bill next month this time only. 

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1 Solution
ElizabethS
Moderator Emeritus

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.

View solution in original post

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33 Replies
ElizabethS
Moderator Emeritus

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.

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sparkat31
Enthusiast - Level 1

Thank you. I'll be waiting for their reply....

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sparkat31
Enthusiast - Level 1

Looks like they fixed my problem. Thanks again! 

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sparkat31
Enthusiast - Level 1

Looks like it's back to not working again. What is going on?

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LaSMatts
Newbie

We've had this problem for more than a month since Verizon's new billing programming split our our two home accounts without prior notification to us.

We made multiple calls four weeks ago (ecenter and others) and were told to just wait to pay bill until Verizon could fix the website.  The support person said they put note on our account that Verizon would not to charge us late fee while they fixed problem.

Four weeks later no change in website problem on Verizon's end.  We've resorted to paying by check via mail.

What can we do  when calls and commitments by Verizon to fix the problem are not addressed?  

SFM

"Your bill summary is not available at this time.
To view your bill, please continue to the Billing and Payment page."

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LawrenceC
Moderator Emeritus

Hi LaSMatts,

Sorry you are having difficulty with your online bill. 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 or to help you resolve your issue.

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LaSMatts
Newbie

We're impressed with the effectiveness of support from this site.   Within two working days Verizon had contacted us and within another day fixed a rather complex website issue...at least one that wasn't being addressed through phone support.

Great find.


@LawrenceC wrote:

Hi LaSMatts,

Sorry you are having difficulty with your online bill. 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 or to help you resolve your issue.


Thank you!

SFM

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gkchef
Enthusiast - Level 2

This seems to be an ongoing issue with Verizon.  We are currently having the same problem, for the second time in 3 months.  We are waiting for a resolution.  I plan to bring it to the attention of our newstations investigative reporters.  Since this has happened more than once, and to more than one customer, this is cleary systemic.  Verizon is not resolving an issue in their billing system, which to me, means there are serious concerns regarding customers personal information being vulnerable.

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LawrenceC
Moderator Emeritus

Hi gkchef,

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 or to help you resolve your issue.

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gkchef
Enthusiast - Level 2

It has been over a day since I called for support and since I posted.  No one from Verizon has contacted me in any manner or form.  Nor has this been resolved.  This is not a resolved issue.

ElizabethS
Moderator Emeritus

It can take 48 hours, and the holidays may slow responses down.

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gkchef
Enthusiast - Level 2

Frankly, the real problem is that Verizon is not addressing the ongoing issue.  When a problem is systemic, ongoing and repetative, it needs to be resolved.  Verizon is not doing this.  Customers become frustrated.  At least admit that this is a problem, and stop providing a canned response.

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MJFJEC
Newbie

I agree, this is a web issue with Verizon and not a customer by customer issue.  i have not been able to access my acount in weeks except for the main page.  No history, no billing info, no ability to pay online.   instead of having customer service call each customer back, they need to adrdess this issue from an overall website development standpoint as obviously there are probelms with the site.  When i called customer service they transferred me to Web Site customer service who then transferred me to Tech support.   1 hour on the phone and no solution.   And they finished by saying they would get back to me after they look into it but it could take ONE FULL BILLING CYCLE.  Not exactly stellar customer service

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ElizabethS
Moderator Emeritus

Hello MJFJEC

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.

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gkchef
Enthusiast - Level 2
And don't believe for one minute that they are doing anything when you call. I called 2 days ago. The "rep" that emailed me said there was no open problem report. I had to explain everything again...as though it wasn't a known issue! Cox Communications may not be perfect, but they are better than this!
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gkchef
Enthusiast - Level 2

2 days ago I received another email from a rep claiming it was being elevated.  Guess what....still no contact from Verizon...still not resolved.

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RobLevas
Newbie

I am having the same issue.  I cannot pay my bill unless I pay over the phone and incur the $3.50 service charge. 

My account seems to be so messed up that I needed to create a "community" account since it wouldn't let me login to my Verizon account to reply to this.

I was on the phone the other day with a representative who said they knew what the issue was.  They thought that it was related to a failed attempt to enable auto pay.  I think I attempted to enable it one day, I don't remember any error condition, but I don't think it ever kicked in.  So maybe that is the issue, but after 3 days, I am still not able to pay my bill. 

Also, my account will not even show my services. I am not sure if others have this issue as well.  It appears that my web profile is working so I am allowed to log into the web site, but the data associated with my account isn't linking.  So maybe there are different databases for my service information and my billing information and my web profile is no longer allowed access to them. I can see this as an issue if the account numbers have changed and my account failed to properly change.

If a representative could look into that, it would be great and we can just move on. 

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LawrenceC
Moderator Emeritus

Hi RobLevas,

Sorry you are having difficulty paying your bill online. 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 or to help you resolve your issue.

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dirtyrandy
Newbie

This issue has been going on with us since SEPTEMBER. We have been calling to pay our bill. It is completely insane that an internet company cannot fix our problem. I have currently been on the phone for 1+ hours, this is the second time in 2 weeks. Our problem has yet to be solved. I think your techs should be aware of how to fix this probelm if there is a forum about it, but instead I have been transfered over 5xs in this call alone, one of which was a SALES consultant who had no idea why they transfered me there. I hope postng on this forum will fix my problem since calling doesn't work at all. Do me a favor after you fix my problem, retrain the "E-Center" since all they know how to do is reset a password and transfer calls. 

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tns2
Community Leader
Community Leader

@dirtyrandy wrote:

This issue has been going on with us since SEPTEMBER. We have been calling to pay our bill. It is completely insane that an internet company cannot fix our problem. I have currently been on the phone for 1+ hours, this is the second time in 2 weeks. Our problem has yet to be solved. I think your techs should be aware of how to fix this probelm if there is a forum about it, but instead I have been transfered over 5xs in this call alone, one of which was a SALES consultant who had no idea why they transfered me there. I hope postng on this forum will fix my problem since calling doesn't work at all. Do me a favor after you fix my problem, retrain the "E-Center" since all they know how to do is reset a password and transfer calls. 


Remember you are venting at other customers (peers).  For most people its something in their setup on the computer that causes the problem.  Common solutions, use a different browser, clear browser cache, disable addons.  Only a few have problems with something in how their ID's were connected to their accounts.

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