Ported out; Can't access account for remaining phone

[OldGreyhound]

I ported out one of my two Verizon wireless numbers and can no longer access my account for the remaining number.  Attempts to use the "access to a disconnected account" just put me into a loop that continues to ask me to sign in.  I thought I had an account for the second phone, but that doesn't seem to work either.  How do I access my remaining Verizon phone?

[vzw_customer_support]

Hello, OldGreyhound. So sorry to hear you have ported out one of your numbers but having access to your online account is a must when there is a remaining line. Help is here. Do you still have access to the active line in question? You can attempt set up that line with the online My Verizon account to access the account. Please let us know. 

-Natasha

[OldGreyhound · Accepted solution]

I was finally able to get hold of a customer service rep on the phone who was able to give me a port out pin for my second Verizon line.

[cjm1991]

I’ve ported out of Verizon, on 7/12 - and now I can’t access my Verizon account, online. 

I called into the Verizon customer service, they let me know that my payments did apply to my phone lines, so they’re paid off. They also removed paper free and auto pay, so that I’d get my paper copy bill in the mail. I need my final bill copy, complete with device payments by line - breakdown, and balance information. I shouldn’t owe much. I worry I won’t receive a bill in the mail.

I went to a corporate Verizon store and asked if I could get it printed there, when it posts and finalizes on July 28th. They told me I should receive it in the mail and they can’t assist with getting a paper copy. I may receive an email, however I won’t be able to assess the statement from the link, as I can’t log into the My Verizon account. 

I wonder if I go speak to the manager at the corporate store directly, if they can assist. The person that helped me was just a “middle man” and was going to the back of the store to ask questions on my behalf. I’d want to go and see if they can get my old statements up, and even print one, or atleast see if they can pull a PDF copy and email it to me. The guy that helped me seemed to not want to be bothered by my request, as I’m not a Verizon customer anymore and not a source of income for the company.

I explain all this to say that, I’m on a time crunch, can’t wait for my statement to get sent in the mail after the 28th, and don’t know if it will even come in the mail. I’d rather be proactive, and see if the store can assist directly. Thoughts?

Also, I can’t log into the “disconnected” line site, I can log into the “one time payment” site though - but it just says I have a zero balance, and my current due date.  I’m just being proactive because I know people have had issues getting their final month bill.

[SynthpopAddict]

Your login access to My Verizon is immediately revoked upon porting out.  When I left briefly, my experience was the same as yours, where I could not get into my account at all and the "login to disconnected account" thing didn't work for me either.  Someone with CS has said to get the "disconnected account login" to work, you have to use your user ID and not your mobile number, so maybe try that?  Otherwise, your final bill is mailed via snail mail and you'll have to wait for that, or else keep checking the one-time bill pay site to see what your final balance will be.

I suspect the store employee wasn't able to access your account either, because they do not have your user ID and the usual phone number thing for logging in doesn't work.

[cjm1991]

Thank you for your reply in this situation. I appreciate it. I requested for my last bill to be mailed by a vz rep, over the phone. I’m testing to see how long it’ll take to get to me, once emailed. Once my statement closes, the same day, I’ll call and request that the final bill be mailed to me directly. Hopefully I’ll receive it by the 12th of August, when it’s needed. The statement date closes on July 29th.

[cjm1991]

Sorry I meant, I requested my last cycles bill to be MAILED, not emailed. Then, once I get my final bill on July 29th, I’ll call the same day to get it mailed out. I was on paperless billing, and they turned that and auto pay off. Hopefully I’ll get the statement. 

[sonotech77]

I have had the same problem.  They immediately closed my online access and it won’t accept my information when I try to sign in online on the disconnected line link.  I’ve called in and they said they would send me a paper statement.  They did not.  I’m only getting emails and now they’re adding late fees.  They even tried to autodraft without my permission the balance which was $814!

i had been a loyal customer with Alltel before Verizon bought them and this is how they treat their customers.  

[vzw_customer_support]

We're sorry to hear you're no longer with us. You are able to access disconnected accounts here: https://secure.verizon.com/accessmanager/public/c/fu/loginDisconnectedStart?goto= Autopay does not terminate with the disconnection of an account: https://www.verizon.com/support/auto-pay-legal/. 

-Melissa

[bfangmann]

RMadan - I am having the same issue! I am litterally in tears with how frustrated I am with Verizon. I've spoken to three different reps about this matter and more from different departments because they can't seem to get me to the correct one. I loved having Verizon, but I am so disgusted with them and their current service. All I want is a copy of my phone payoff bill of $750 and they keep "sending it", but I never receive it. I can't access my account, disconnected account, or get help from one of the corporate locations. I am just so frustrated. We need that money.. We can afford to lose it... I am so upset and at my wits end. 

[RMadan]

I switched from Verizon to T mobile a month ago. I took screen shots of the balance on verizon app but no one told me to save a copy of the actual verizon bill to claim the payoff balance from T mobile. It has been a nightmare since then to get the copy of verizon bill. I was with verizon for 20 years as a loyal customer but after this terrible experience with verizon I feel I should have left them a long time ago. I have spent over 3 hours with verizon and made 5 phone calls to customer service and every time I am told that the paper copy of the bill will be sent in the mail and it never arrives. Last phone call with them was on Monday Oct 21 and I was told that for sure the bill will arrive on Oct 24 and its not here even on Oct 25 and this was a third request to them, same assurance and bill is never sent. The disconnected account log in option does not work and it does not let you log in any possible way. If this is how verizon treats its customers then it should be ashamed of itself. 

[vzw_customer_support]

Oh, wow! We are shocked to see you are not able to get your final bill. We truly value your 20 years of business and would hate for you to have a negative impression of Verizon.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

[ang35]

Gilbert, I am in the same situation. I've tried to login to the disconnected account page and it does not give me access because of "The information you entered doesn't match what we have on file.". It seems the zip code is getting changed/cleared by Verizon and now I can't get to my statements. I also tried directly here: https://www.verizon.com/digital/nsa/nos/ui/payment/otp/login#/  this also gives an error, apparently not matching on zip code.

I just need my most recent statement, this is so difficult! Please advise how I can get one printed and/or sent to me electronically.

[jabrown2025]

I am having the EXACT same issue!! I was with Verizon for 5 years, went to T-Mobile. I've been trying to get my final  bill from Verizon to send to T-Mobile, but they have refused to send it by mail and now I'm afraid I've missed the deadline for T-Mobile. Now, Verizon has the nerve to threaten me with collections because of THEIR DELAY!!! Verizon is a bunch of crooks!!

[vzw_customer_support]

@jabrown2025  wrote: I am having the EXACT same issue!! I was with Verizon for 5 years, went to T-Mobile. I've been trying to get my final  bill from Verizon to send to T-Mobile, but they have refused to send it by mail and now I'm afraid I've missed the deadline for T-Mobile. Now, Verizon has the nerve to threaten me with collections because of THEIR DELAY!!! Verizon is a bunch of crooks!!

It's a shame you're no longer with us jabrown2025. Even so, I want to help ensure you can get the documentation you need. I'd be happy to look into a reprint of your final bill with you. As part of that, I've sent a Private Message, so I can work on that with you.

-John

[liskovets]

I am so glad I found this forum so I don't feel like I am going crazy. I have been a loyal Verizon customer for over 20 years, but as I switched from Verizon to T-mobile, I have been caught in this never ending loop of trying to get my last detailed bill. I spoke to 4 different customer service agents at Verizon who promised to send me the bill by mail, that of course never arrived. I tried to login online for disconnected users, but that of course failed as well. And last, I was told by Verizon to go to a corporate store, which I did yesterday only to be told after waiting for 30 minutes that they are unable to print bills for disconnected users and to call verizon customer service again. I am so disappointed in this experience. 

[vzw_customer_support]

I'm sorry ot hear you're no longer with us. You are able to log into disconnected accounts up to 6 months after canceling service here: https://secure.verizon.com/accessmanager/public/c/fu/loginDisconnectedStart?goto=

-Melissa

[lockedoutcustomer1]

No you cannot, it does not work.

[Jaelzion]

Hello. I attempted to do this however you need to know the password. I do not know the password and can not reset it is there another way I can request the info? 

[vzw_customer_support]

Happy Thursday! Being on top of your account is crucial, especially if you are managing your statement. Verizon is here to help. We sent you a Private Message.

~Gilbert

[sbean2979]

@vzw_customer_support, I agree with @lockedoutcustomer1 . Neither my husband nor I are able to access our disconnected accounts using any of the links above or in the emails from Verizon. Seems like it is impossible for many folks all in the exact same way, so surely it cannot be an issue on our end....