Paper Billing Won’t Turn Off - Ongoing Issue

[markbc]

Hi,

I’m trying to stop receiving paper bills, but no matter what I do, they keep coming.

Every month I call customer service and they confirm I’m set to paperless. My online account still shows I’m enrolled in paperless billing, yet I continue receiving paper statements in the mail. I've removed the paperless option and added it back several times to no avail.

Can someone please look into this and make sure paper billing is permanently turned off on my account?

Thanks for your help.

[SynthpopAddict]

Do you have multiple services under a few different accounts?  As an example, if you have a Fios and a mobile account and you didn't merge them, the problem could be coming from one of the other accounts?

[markbc]

no I just have the one wireless account

[SynthpopAddict]

That's odd.  Do you have autopay enabled, or at least a payment method entered in your account?  If you were paying via checks in the mail or going to a payment location, maybe that's why the system thinks you want to keep on getting paper bills.  Wish I had a better answer for you...that's truly bizarre you can't shut off paper billing.

[markbc]

I have autopay enabled. I agree, it’s very strange. Thank you for your suggestions.

[SynthpopAddict]

I just checked on the website, and it says you can change to paperless via the Payment Settings page in your My Verizon account, which I'm guessing you've already done.  But it also says you must be the Account Owner to do it.  If someone else is in charge of your account, they would have to make the change...or if you were never designated in the system as the Account Owner for whatever reason, that's why you can't shut off the paper bills.

[vzw_customer_support]

We want to help save some trees and reduce the mail pile as well. We're sending you a Private Note to assist. -James

[Fdbk · Accepted solution]

An agent would need to submit a ticket (#INC) for their IT department to investigate and fix. They would be able to see all the account changes attempts made. The ticket may have to go to various teams before the issue is resolved. You can open a support request in Service Central and attach a screenshot showing the paperless option enabled and an agent would respond and raise a ticket. You should expect a case (MR#) assigned to the Case Management team who would keep you updated on the progress.