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Unable to Process your request.....

I am in dire need of help! I was forced to pay my bill by phone with a fee after years of online billpay. This has been going on for a week, where I get a red box stating "we are unable to process at this time".....I have cleared my cache, and tried browsers IE, Chrome, Firefox and Safari. Calling has only resulted in me resetting my password numerous times to no avail. No one can help me, no one tells me that I am not the only perosn with this problem. I keep getting transered to diffrent departments, and all of my user info is MISSING, including my name, address, services, and account number when I log in. I feel like Verizon has erased me, but takes my money. I keep going in circles, but I see others on this forum are having the same problem. I just hope that someone can reach out to me to rectify this probem. I have been transfred to such departments as Verizon Wireless and to someone with inside wire maintinence. Please help!

Comments

eman66

I am having the exact same issue. I am also trying to access HBO Now and HBO Go services as well, but i am unable to do so

ElizabethS

Please be more specific about your issue, eman66.

ElizabethS

Hello SonyaDH

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 here on the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. 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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.

eman66

I have been trying to get access to HBO Now and HBO Go services. I do believe that they are part of my subscription as i do get the many HBO channels. However, when i try to log in, i am redirected to the verizon site. When i attempt to log-in and activate these services, i receive a red box with the "we cannot process your request..." dialogue. This is frustrating as i am trying to get these services to work for my son who would like to access them while he is away.

Regards

[Deleted User]

Hi eman66,

Please try the steps posted by tns2 here:

https://forums.verizon.com/t5/Fios-TV-Technical-Assistance/HBOGO/m-p/812477#M58831

If you are still unable to resolve the issue, please post back to let us know.

[Deleted User]

Hi eman66,

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 look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

mbitzelberger

I am having the same issue - every time I log in I get "We are unable to process your request at this time.

Please try again later. We apologize for any inconvenience." There is no issue logging in and I've reset my password several times.

I have paperless statements and billing so I can't even get to my account number because it's all on my online account! I have been trying this for MONTHS!

I tried online chat and that was no help. They said they would connect my chat to a specialist, but surprise surprise there was no one available. Now I'm waiting a ridiculously long time for service over the phone after going through a mind numbing series of prompts.

I need to get online and review options because Verizon is now saying I can't keep my old router, which has never had a problem. If I choose to keep it they will start charging me a FEE! UNBELIEVABLE! I also want to review all my services because my monthly price keeps going UP UP UP! Seems ridiculous for a long time customer.

Or, please choose the right link that best describes the account you have.

Back

mbitzelberger

I just called and waited on hold and as soon as a representative answered they hung up! UNBELIEVABLE!!!

ThiaB

Hi mbitzelberger,

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 look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.

ctwils00

I am having these issues as well. I was going to try and follow the Moderator advice, and unable to find the Forum Profile link they reference. The only options I have within the Forum are Username:Signout:My Settings: Private Message:HELP.

No Profile. When looking at my Profile from within the Verizon normal Webpage, I have a Profile, but no option for support ticket.

One wierd thing that I have noticed, is when I go to view any of my bills online, it shows an Acounty Balance of $0 with $0 due, while under the Paybill option, it has my correct amount. Not sure what this is about, but it is wierd. Not to mention they Account number on the Bill does not seem to match the Account Number listed when I Log into the Website.

When I called customer support line, and discribed the issue, I just got transferd to the Pay by Phone. I would not have minded but the Pay By phone has a service charge associated with it.

[Deleted User]

Hi ctwils00,

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 look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

LtClarke75

I am also having this problem. It's been two months and I am behind on one month payment. Would like it resolved before I get nailed with fees.

Thank you,

Shane

[Deleted User]

Hi LtClarke75,

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 look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

LtClarke75

I am STILL having this problem, now 3 months since it started. It's also preventing me from being able to pay my bill, despite signing up for auto-pay (via phone because I can't do it through my account!) three times! Is there a way to simply cancel my account and start over? This is getting frustrating!

[Deleted User]

Hi LtClarke75,

We have reopened your Private Support Case. Please access your case through your profile page by following the instructions posted earlier. The support agents do not monitor the public boards and will need to hear from you in the Private Support area before they can begin assisting you.

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