Verizon won't accept my phone/email for notifications, and has de-enrolled me from paperless billing twice.

[FrustratedCustomerNo99]

Hello.  There is something seriously frustrating with your system regarding my account.

I bought Verizon Home Internet service through the little 5G cube.  I enrolled in auto-pay and paperless billing.  According to your plan, my bill should be $50/month.

But I didn't buy cellular phone service through Verizon.  Your account page wants to send me text notifications, which  I am fine with.  I would love to receive text messages from Verizon about my account.  However, the catch is the account page (at least a few months ago) would not let me enter my phone number to receive texts.  It only allowed numbers associated with the account (So only the number for the little cube, which cannot receive texts...).  This is not something I agreed to, and is not my problem.  Verizon has my contact details, my email, my phone number, my home address.  They know how to reach me digitally.

At least twice already in the last few months, Verizon has changed my bill back to $60 and de-enrolled me from paperless billing.  Each time I have called customer support or reached you through the chat, complained, and been re-enrolled in paperless.

Today I received another letter in the mail:  "Each month, we send digital bill ready reminders using email, text messages, or mobile app alerts, which contain the bill amount and due date.  We are sending you this letter as we were unable to reach you digitally." [...] "If your alert preferences are not updated and we continue to send a paper reminder, your account will be de-enrolled from paper-free billing and any related discounts may be lost."

So I logged in today, looked at my account preferences.  My real phone number is already listed as a contact number.  It claims there is no email address associated with the account (this is new!).  I "add" my email address, and to confirm the change to the account, Verizon sends me a confirmation link to the same email address, which is the address I set up the account with and already have dozens of emails from Verizon at.

Respectfully, these glitches in your system are a complete joke. (and this is a problem with Verizon, not ME).   It is not worth it for either party to continue my internet service if I have to contact support every month and try to explain what is going on.

[vzw_customer_support]

Hello, FrustratedCustomerNo99, we know it's important to be able to keep your paperless billing and discount. You mentioned you were asked to add your email address to your account recently so we can reach you. Do you recall if past emails that you received were bill ready notifications? Were you receiving Auto Pay notifications via email?

-Lauren

[SynthpopAddict]

I'd be really frustrated too if I had my contact information all entered into my account details, and the system isn't taking it for some reason.  Is the My Verizon account you're using linked to the "phone number" of the internet cube and you have a user ID attached to that "phone number" which you use to login?  (I say "phone number" in quotation marks because while it is a phone number, it's not actually a phone using the number on the network.)  If you made an account using your actual phone number and not the internet cube's number, then your account is probably a guest access account and not a "real" one.

[MPanther12]

Since they step you through the process on the phone, why would it be a guest account. I had the same issue, and received all of the confirming emails, but same problem.

[A_Noid_at_V]

I have the exact same issue. No one on the phone has been able to help. The primary phone number associated with the account is the one assigned to the router which apparently you can not change???....... I'm not sure how that happened. 

[vzw_customer_support]

Hello, A_Noid_at_V. Help is here as we can absolutely help. With the online My Verizon account, you can change the account roles for the lines. There is a process to de-register to then re-register the lines so that you can receive your notification to the line of your choice. Please let us know. 

-Natasha

[kylias]

Please help me understand: We have to delete our accounts then sign up again?  There is an option in the app that where I can select with line to receive notifications - except it is frozen on the the inactive number associated with my Verizon wireless account (a number that is not active for mobile use) - my actual mobile number (where I text) is not able to be entered there. It's as if the app makes it look like you can change but you actually can't. 

-Kyle

[Senior21]

I have been through to reregister and reregister process at least a dozen times with no success.  I cannot even log into my account.  The last attempt to correct this problem was done at a Verizon store, handled by the employee AND a tech at Verizon.  No success.  Locked out again.  Never received the code to try to log into my account which was promised a week ago.  Thus has been going on since early August.

[vzw_customer_support]

We definitely want to make sure that you have access to your online account. Is this a Prepaid, Postpaid, or Fios account? 

~Geo

[kylias]

Me too ! I have the same issue that is why I am all over this page. I have a lot of empathy that there are diligent workers to help us solve this, but no one has actually been able to help. Now, I do not blame the customer service reps - they are not incompetent. In my humble opinion, the system is not set up for them to actually be able to change this for us. Which is precisely why people get on a the phone, hit zero a bunch of times, ask for a manager and generally are just a aggressive. The system is acting like a circus room of mirrors and really it just needs to be recoded and reupdated. 

[Senior21]

Agree 100%.  They have my bank information and I can't even log in to delete it since I won't be able to be on auto pay because they say they can't text me.

[MPanther12]

I have been un-enrolled twice too from paperless.

[vzw_customer_support]

Hello, MPanther12, we certainly want to help ensure that you are able to enroll in paperless billing! Do you currently have paperless billing turned on?

-Lauren

[Senior21]

I have turned on paperless billing and auto pay repeatedly. Makes no difference.  Once they say they cannot text me paperless is disconnected by Verizon, a paper bill is sent, and $60 is deducted from my bank instead of $50.  My next attempt will be to have my checking account number deleted.  They're sending me a paper bill anyway.  I don't trust them to have my bank account number.

[vzw_customer_support]

Hello. We are here to help with Auto Pay options. To better assist, please tell us. Is your service residential/Fios or Mobile?

~Maria

[kylias]

I have this exact same problem. 

I am 

1) Enrolled in paperless billing. 

2) Only have Verizon as my wireless carrier. My mobile carrier is different. My Verizon mobile number is not active.

3) The billing notification number associated with my account defaults to the inactive Verizon mobile number associated with my account. Like you, that is not an active number. 

4) The app (on PC and on mobile) will not allow me to enter my actual mobile phone number that IS active. The app will not allow me to enter my ACTUAL ACTIVE number (not yelling my caps, it is for emphasis here). 

5) I continue to get notification that I will be disenrolled from auto-billing. I have called twice now. Once someone said they fixed - got a notification about disenrollment. I called again - they said they fixed it. I continue to receive disenrollement notification because Verizon keeps trying to notify me at an INACTIVE number (for texts). Again, the app does not allow us to enter our actual number. 

6) I receive email notifications for billing. 

7) Verizon please actually help us here. This makes the company look incompetent and we are spending, seriously here, hours of our lives trying to correct a problem with the Verizon system. I have other options for internet in my area that are just as fast. 

[vzw_customer_support]

Hello, kylias. Rest assured, help is here. Having access to your online account is a must. I see you stated you have wireless service with us. Could you clarify what this means, meaning, what device do you have activated with us? Once we know this info, we can then provide guidance on a resolution. 

-Natasha

[kylias]

Thank you for your response. I have Verizon Home Internet and I use a Verizon Internet Gateway (model ENC-CR200A). When I opened the account for internet I was automatically assigned a mobile number. I do not use that mobile number for texts - it is simply assigned to the account. I was told this is how Verizon sets up accounts.  The mobile number assigned to my account for my home internet is the default number to notify me for billing. The problem is, that mobile number - the one assigned to my account - as I said - is not active (meaning I do not use to call or receive texts, my cell is with another provider). The app does not allow me to change the default number assigned to billing notification. As a result, I receive letters that say - "we were unable to reach you at the number assigned to your account - change it or you will be disenrolled from auto-billing." Again, the page in the app (called " Communication Preferences Notification settings" in the "Manage Autopay" and "manage alert settings options") is fixed and will not allow me to change the mobile number assigned to my account. The default verizon number stays attached to my account (the same number that is assigned for my home internet which only exists for my home internet account and not for texts and cell use). I cannot change the billing notifiction number.  As a result, I continue to receive paper letters telling me to change my billing notification number - except - as outlined above - I cannot. The app will not let me.

[vzw_customer_support]

You defintiely are eligible for the automatic payment discount even if you don't have a phone line on your account, and we want to get to the bottom of this. Please be on the lookout for a Private Note so we can take a closer look and figure out what's going on.

~Jesse

[SynthpopAddict]

@vzw_customer_support, from what I've been reading in this thread, it's something you'd have to forward to your IT department, as there is clearly something wrong with the way My Verizon is set up when someone only has an internet gateway.  The system wants to use the gateway's phone number to verify autopay confirmations, and the gateway is unable to receive SMS texts.  It is causing them to not be able to get the autopay discount.  People are unable to add an actual number for texting or other contact means.  

[Senior21]

This comment is absolutely 100% correct.  Can't believe Verizon can't correct the problem.  Techs I talk to seem to be unaware there is a problem.