"Account Change Verification" Error Prevents Me From Viewing & Paying Bill & Acc Info
PhillyCard
Enthusiast - Level 2
I know that I am not the only Verizon customer who has experienced this, so why has it not been fixed?
 

I have been unable to fully access my account for days and cannot view or pay my bill despite having already been doing so for years.  I brought this to the attention of customer service last week as well.  The customer service rep stated that this is called the "Account verification error" and opened a "ticket" for me.

I can only log into my account but am met with the "Account Change Verification" message when I do.  When I comply with the message, I receive another error message stating that my phone number is already registered with my account, and I cannot do anything further in the account such as pay my bill.

This is NOT a password problem, although when I first reached chat it was treated as such and I have also received various emails from Verizon about that, which has nothing to do with it.  Other customers have also experienced this same problem.

I am also not receiving paper bills although I am supposed to be.  My account is already overdue and I have been trying to pay it online.

Here's an actual copy of what happens when you log in successfully with your password with this "Account Change Verfication" error:

"We recently received notification that you have made a change to your account. Please enter the Account Number or Billing Telephone Number to verify this change.

 

Billing Telephone Number

Account Number"
 
Note, I never even made an account change that needs to be verified to begin with.  After you choose one of the radio button options there and enter the required info to comply with what is requested, next this happens:
 
"My Verizon
 
This telephone number is already registered to your account."
 
And that's it.  Dead end.  You can't proceed from there except to do a few things like what I'm doing now.  But you can't access account info or view and pay bill and important things like that.
 
I also just even sent a PM about this to the Verizon_Support account that has been posting here in this forum.
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ElizabethS
Moderator Emeritus

Hello PhillyCard

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 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.

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_dot
Specialist - Level 1

when i got this same error, i think i just went to top of page and clicked on my Verizon, or support, or something, and it took me to regular log on screen....

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