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Ebills is Broken (restarting previously closed discussion)

I am re-starting the (closed) conversation about Ebills not working. I have called and sent multiple emails and snail mail to Verizon on this issue.

I was automatically enrolled in autopay when I changed to the new 5G unlimited plan in early 2022. Found out that the autopay failed when I received past due notices. I tried setting it up manually on my VZW app (screenshots attached). Each time it says Autopay was set-up, but the following month found out it was not. Also tried on their website, but it says "Your bank is currently receiving your Verizon bill electronically and you'll need to de-enroll from eBill in order to enroll in Auto Pay. Then, return to My Verizon to enroll in Auto Pay."

If you were previously enrolled in ebills through a bank and subsequently changed banks ebill appears to be "locked" to the previous bank. What's funny is that VZW can't even tell me what bank they are connected to. Despite joint me/VZW calls with two prior banks (similar to what people on the previous thred did). Both banks IT groups told us the accounts are completely closed, web services deactivated, VZW reps maintain that it's not a Verizon issue. Yet, they have no problem removing autopay discounts, and charging late fees because there is no way to set up auto pay.

Question - Why can't verizon break/cancel the connection to the bank?

Comments

Verizon_Support

Good morning. I'm so sorry you're having such a hard time with the billing. Are you able to see any of the payment methods online, under Saved Accounts? -Vanessa

cpopjoy

I sure can - I have two debit cards, and just reentered my new checking account number.

Verizon_Support

Let us dig a little deeper. Please respond to my Private Message.

-Amber

drcorso

How do I as a customer get support from Verizon with ebills through banks?

I have used ebills for over 10 years now and never had this issue before now.

I am having this exact same issue as this post and I see many others do as well. Since changing from USAA to Chase banking and unenrolling in ebills with Verizon from USAA, I cannot enroll in ebills with Verizon through Chase bank. I have been on the phone with both banks and Verizon numerous times and cannot get this resolved. I successfully moved all of my other ebills with other providers.

Both the USAA and CHASE bank "e-billing" experts believe that the issue is on Verizon's end. It was difficult to get to the right experts at each bank but they have exhausted all options and the fact I have no other issues with other payees it seems logical the issue is on the Verizon side to me as well. USAA made sure I was completely unenrolled with all of my ebills and CHASE confirmed that the response from Verizon is what is preventing enrollment on their end.

I have called Verizon 3 times and I still cannot get through to an ebill expert that understands and they keep insisting setting up auto-pay from the Verizon side which is not what I want and not what I had prior. Also I was receiving the discount for paperless from Verizon using ebills before and they have since added $50/month to my bill for not using auto pay even though they cannot fix my autopay problems.

Description of my issue is below.

This screen is where I end up after trying to enroll in ebills through chase.com.

verizon ebill.jpg

Here is how I enroll in ebills and you can see how my other providers worked fine after unenrolling from them on the USAA site.

verizon ebill2.jpg

Clicked the text in RED above and this next screen appears.

verizon ebill3.jpg

Clicked on the enroll button above and this next form appears.

After submitting all the details on this form, I get the message above about already being enrolled in the ebill program at Verizon.

verizon ebill4.jpg

ebill_is_evill

I have the same problem. I have spent hours with representatives, no solutions. The last one sent me to an automated system after being on the phone for 2 hours, promised to call me back if we were disconnected, I completed the automated system (which just told me I need to de-enroll from ebill), disconnected, and received no call back.

I have a solution: switching to AT&T.

Verizon_Support

Hello, we are concerned to hear you are having issues with your billing and are happy to assist in any way possible. Can you please share some details on exactly what issues you are having?

*Joshua

drcorso74

I gave up and changed to T-Mobile.

drcorso74

OK so this is me again 'drcorso'.

T-MOBILE SOLVED MY PROBLEM

I gave up and transferred all of my numbers to T-Mobile since they had no issues with my ebills changing banks. As a result, I now have more issues with Verizon though as I can no longer access my account at all as if Verizon closed my account access all together which is why I had to create a new account to reply to your message.

This is just ridiculous for a tech company.

Now I cannot see my electronic bills from the past which I need them for my accountant for taxes. I will be dealing with that later this week as well as looking for a credit for the $50 increase because Verizon could not fix my ebills.

Verizon_Support

Hello, drcorso74! Thanks for reaching out. We understand having access to your electronic bills are vital. Please send a Private Note to us for further assistance.

*Alexis

bikesrok

I would like to add that I too have this problem and I am almost certain it is Verizon. I too am moving from one bank to another. I had problems with several ebill accounts until I told my bank to just delete the ebill profile (not something a customer can do). After that only one ebill refused to move: Verizon.

There are a number of online threads about this (going back to at least 2017!) and they all point to Verizon. I have spent hours on the phone with CService. It is clear to me they have no training in this and have no idea what ebills actually are. Instead they think they are paperless billing or billPay on Verizon.

Ebills are implemented by a 3rd party which I think is BMS Technologies. The same ebill interface is installed on my old bank's and my new bank's web pages. It seems pretty obvious that there has to be a central system which manages this by communicating between banks and vendors like Verizon.

I think BMS Tech's role is mediator. They don't store data. They just make sure the bills go to only one bank at a time. This is what convinces me that something is stuck at Verizon.

Without internal Verizon knowledge I can only guess that they set their system to communicate with BMS Tech in some incorrect way. It does not allow for changing banks. When bank A turns off ebills Verizon does not react and remove their link to the bank. So BMS responds to Bank B that ebills are already enabled elsewhere.

Since Verizon did it wrong in the first place they also don't train their Customer Service people to fix it. I have yet to speak with a CS rep who actually knows what ebills are.

My theory is speculation but it does fit all the evidence including that this has been going on (per Verizon blogs) since at least 2017! Somehow this has to get escalated until someone at Verizon with both technical understanding and authority hears about it. Clearly that has not yet happened because these posts keep coming.

Until then I think hammering the blogs and Customer Service might help. I have gotten CS to open an actual ticket on this topic and maybe, just maybe, someone will listen and understand there are a lot of unhappy customers with this problem.

bikesrok

Hello, everyone.

I am pleased to report I was able to get Verizon to fix this problem for me! The fix needed is per customer. It is caused by a processing bug but I don't know if they will ever fix that.

For the customer the problem occurs when they have ebills at one bank and try to move to a different bank. Verizon calls this "home banking" and leaves a record of home banking on your account when you turn off ebills at the old bank. This record blocks turning it on at the new bank.

To get them to fix this, you have to open a ticket and demand they remove the home banking record from your account. This is not something Customer Service people can do themselves so they have to generate an internal ticket to have it done. Once that record is removed you will be able to turn on ebills at your new bank.

It may help to reference the internal ticket used to fix my problem. It is {edited for privacy}. If your customer service person can read that it may help them understand what to do to fix the problem. Lots of customer service people don't know about the home banking feature and confuse it with bill pay.

Fwiw, the core problem is caused when Verizon does not correctly handle turning off ebills at your old bank. They should remove the home banking record when that happens. But all they do is erase the bank name and leave the record. That is the bug. Fixing that would fix it for everyone going forward.

In the meantime, if you have this problem, know that it can be fixed and was fixed for me. Best of luck!

< david

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