Account Access Removed after Changing Carriers, and Agressive Billing without Recourse

[DanJMe]

After changing carriers recently, Verizon has completely barred me from access to my account. Since I no longer have my number or a line on the account, it would seem Verizon treats this as no longer having an account at all.
Yet, I still need to access this account to do basic things such as billing and accessing customer support.

The issue currently is addressing any remaining balance and fees Verizon claims I have, but I am completely unable to review my bills, or discuss/dispute exactly WHAT Verizon is demanding I pay.
I have attempted all alternative means of accessing the account, including using the "log in to disconnected account" and even visiting a physical Verizon location. Everything either does not work, or in the case of the store is unable to offer any help.

Verizon clearly still has my account information, as I am receiving Verizon robo-calls and emails in regards to the bill, but when I attempt to use that same number to access the account, the system acts like they've never seen  it.
To be perfectly honest, it feels thug-like in the way I'm both getting harassed for billing while at the same time having no means of recourse or even contact with Verizon to deal with this.

So what I ask:
Who can I contact to ACTUALLY discuss access to my now disconnected account, and DISCUSS billing and balances? Or what can I do to access my account after my number is disconnected?
I do not need yet another "Call this 1-800 number to make a payment".
I do not intend to make any payment without first knowing what I am being charged for and why.
And the fact that Verizon retains exclusive and full access to all my contact and billing info in this case is profoundly troubling.

I have already filed a complaint with the FCC in regards to this business practice. This is unacceptable.

[vzw_customer_support]

DanJMe, we are sorry to read that you decided to leave us, but we do understand the importance of being able to still manage your account. We are here to help. When attempting to access your My Verizon account after services have been disconnected, the only way to complete the login process is by using your User ID that you would have set up when initially setting up your online account. With an active account, customers are able to log in using their mobile number or the User ID, through the app, it only asks for the password as it uses the mobile number associated with the device that is being used. Has the User ID been used to attempt logging on the My Verizon page online? If not, can you attempt to log in using your User ID and let us know if that is successful? This process should allow you access to complete login and access bills and make any needed payment. 

-Andi

[DanJMe]

I have already attempted to do this, including trying to use the "Forgot Password/Forgot Username" to see if I got it wrong.
Which does not make sense, because I had just logged in not long ago in order to get the info needed for the new carrier.
Every time, I receive the "It looks like the info you provided does not match out records".
I am using the exact same email and username that Verizon has recently sent me billing requests on, so once again there seems to be a very strange mismatch between the information the system actually has and what it recognizes as having.

So suffice to say, attempting to do that has been repeatedly unsuccessful.

[vzw_customer_support]

@DanJMe  wrote: I have already attempted to do this, including trying to use the "Forgot Password/Forgot Username" to see if I got it wrong.

I'm sorry that process didn't work out for you. Even though you're no longer with us, I want to make sure we're still supporting you. If you're looking to pay any remaining balance, then I recommend using this payment page: https://www.verizon.com/digital/nsa/nos/ui/payment/otp/login#/

You're able to submit a payment for a disconnected account there without needing to sign-in via My Verizon. You simply use your account number and billing zip code, to locate the account. 

-John

[SynthpopAddict]

What the OP is describing happened to me when I left Verizon briefly as well.  There is NO WAY for a customer who has disconnected all their services to access their account at all, because the system is now operating through a single sign on process.  The "login using disconnected account" thing doesn't work at all.  Verizon IT needs to address this.  I'm shocked that the store employees also could not help in this case.

The OP's question of wanting to know exactly what they owe before paying is a valid request; I'd be curious too.  But I do believe final bills are mailed via snail mail, so they will be able to see it eventually.

[DanJMe]

I also attempted to use this system prior to posting this discussion, and in much the same way it too does not want to seem to recognize me as a former customer.
I have my account number, and my ZIP has not changed during my time as a Verizon Customer.

I'm unsure which, but it always will say either the account number or ZIP code is incorrect and will not allow me to proceed.

And again, I would like to be able to review and dispute the amounts I'm being told to pay regardless. The amounts don't make sense, and I have so far been given very little information as to why the charges are occurring.

One seems to be the final bill, and then there is an additional charge with no explanation for about $25.

Again, being asked to simply pay a bill with no way of knowing what I'm being charged for is a very bad system.

[vzw_customer_support]

@DanJMe  wrote: Again, being asked to simply pay a bill with no way of knowing what I'm being charged for is a very bad system.

I understand wanting to be able to review those. In order to determine if we can access the account, I have sent a Private Message, so we can gather more details. 

-John

[DanJMe]

To follow up on this issue with an update.

Verizon support has reached out to me in an attempt to resolve this. However, the system seems so resolute in barring access that regaining access after disconnecting the account has been made impossible.
This remains a terrible system, and I would encourage Verizon to change this in the future.

The only thing we were able to accomplish was gaining access to the payment system.
So I am able to make payments, but still no ability to view bill or dispute charges.

I have finally been able to reach someone in support via phone to review the final charges, and the issue is in review.

When they can be reached, Verizon Support have done their best to be helpful and I appreciate that.
However, it is clear the systems within Verizon are very fractured.
Loss of access to the account once lines are removed is an issue.
And not providing Support Staff the means to effectively deal with such issues in another.

I cannot say this issue is "Resolved" per se, but most likely it is as resolved as it'd going to get unless Verizon makes serious changes to their systems in the future.

Again, thank you to all the support staff who assisted in this case.