Inability to Pay or Terminate Verizon Account Due to Verification Issues

[thrashermaw]

I'm reaching out after encountering significant challenges with my Verizon account, specifically around billing discrepancies and attempting to cancel my service. Despite multiple attempts to resolve these issues through various channels, I've hit a dead end at every turn.

Brief Overview:

• Billing Issues: I've been unable to pay my outstanding balance due to an error on the Verizon website, which prevents account verification. My full account number is not accepted on the website and gets truncated.
• Cancellation Attempts: After contacting customer service and visiting several Verizon store locations as directed, I was informed that account cancellations cannot be processed without certain information, which I've been unable to provide.

Following these unresolved issues, I filed a complaint with the FCC (Ticket Number *****) seeking assistance.

What I've Tried:

• Contacting customer service to cancel my account and settle my balance, only to be told that since I did not set a phone PIN on my account nor do I remember the last invoice I paid, I am not authorized to cancel my account. They told me to visit a store.
• I visited two local stores in Brooklyn, only to be told that they cannot cancel accounts or process modem returns and suggested I call Verizon instead.

Seeking Guidance: Has anyone else faced similar challenges? Any advice on navigating this situation would be greatly appreciated. I'm looking for any insight into how to effectively communicate with Verizon to resolve these issues or any steps I might have overlooked.

Thank you for any assistance or guidance you can provide.

[vzw_customer_support]

@thrashermaw  wrote: Thank you for any assistance or guidance you can provide.

I'm very sorry you've been having trouble trying to get support for your account issue. I've sent you a Private Message, so I can hopefully learn more about what's going on and find a way to resolve the issues with the account. 

-John