Problem paying residential landline bill online: "Unable to process your request at this time."
Chippie3
Newbie

Just like douglerner, I am having a big problem trying to access my landline account info online. For 2 days I have been signing on with no problem, but when it comes to the point of "retrieving your account info" I also get a pink box with the message "We are unable to process your request at this time." I have spent hours on the phone being transferred from dept. to dept. and end up back to the number I started with. I was told after speaking to several representatives, that there was a problem with bill paying. I can't access any of my acct. info. I am so sorry I signed up for paperless billing because I can't even access my bill to tprint and ake it to a billpay center. I also refuse tp pay a fee to pay online without signing in, since this isn't my fault. No one at Verizon seems to be correcting this problem. I also tried to do online chat, but the conversation went in circles and I got  nowhere with that. You would think Verizon would contact me by phone or email and tell me how to get my bill paid and how to access my account info online. Since they know there's a problem, they should contact customers. Until this is corrected or someone from Verizon contacts me, my bill won't get paid (and is already late.) I got a billpay extension noted on my acct., from one representative, but this won't help if the online problem with My Verizon residential, isn't fixed. HELP!!!!

Written by Chippie

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LawrenceC
Moderator Emeritus

Hi Chippie,

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.

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ElizabethS
Moderator Emeritus

Have you cleared your cache and rebooted your browser? And if that did not work, have you tried a second browser?

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Chippie3
Newbie

Hi Elizabeth S  I cleared my cache and rebooted my entire computer several times but still no luck. I tried another browser, besides Safari, when I was at work on Friday. . (I do not have Safari at work --only at home.). It is ridiculous that I can't find anyone via phone or the online support chat to help me. I even get taken repeatedly to the small business page to sign in, whenever I try to click on anything after I've signed in to residential. HELP! I hope someone from Verizon (who knows how to fix this problem) will fix it on Verizon's website and/or contact me via email or phone to direct me how to access my residential landline account. I want to pay my billI. Also would someone from Verizon please send me a bill via mail or email ASAP so I can mail in my payment? I am not the only one who has had this problem... Verizon is obviously aware of it..so why does this problem continue to exist? It is IMPOSSIBLE to reach anyone from Verizon who can help. I was routed to every dept. that exists, on Friday , May 22. I am VERY FRUSTRATED!

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