Ebill canceled from one bank, cannot be added to another
tattooedmind
Enthusiast - Level 2

I recently switched banks. I was flawlessly receiving my E-Bill through my previous bank. Upon switching over, I have removed Ebills from the first bank, (at this point, a few months ago now). When I attempt to add it to my new bank I continue to get this:

We're sorry, we're unable to add the following e-bill 

Verizon Wireless  *0001

There was a problem completing your request to add e-bills.

Some possible reasons are:

  • This account number may not be the number your biller has for you.
  • You may have already set up this e-bill elsewhere.
  • Your account is not eligible for e-bills.

This message only applies to your e-bill activation request. It does not affect other services or payments that you may have scheduled.

I know for a fact that it is not set up elsewhere, as I have deleted Verizon as a payee all together in that previous account, which is the only account that has ever had it set up. Is there something other than my account number that Verizon is expecting in that field? What am I missing?

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26 Replies
tattooedmind
Enthusiast - Level 2

Two months have now gone by now and I am still unable to register for either the BillPay option through my bank or Verizon’s own Automatic Payment Option. No one has contacted me, which would lead me to assume this has not been escalated. Has Verizon decided to simply give up support for their customers?

swtjaz
Newbie

Was there ever a solution to this problem? I am having the same issue and have called customer service mutiple times and haven't found a fix.  thanks

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vzw_customer_support
Customer Service Rep

It's definitely worrying to see that you're experiencing issues while trying to update your eBill information, and we will be glad to assist you especially because you've contacted us multiple times regarding this issue without receiving the proper resolution. Please tell us, have you contacted your financial institution regarding this issue? What happens when you try updating your eBill information? Also, have you tried setting up Auto Pay through My Verizon? The following link will guide you through this process in the case that you're interested in taking advantage of Auto Pay. http://spr.ly/6605EdKYb

GeovannJ_VZW

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supertoast
Enthusiast - Level 2

Any news on a solution here?

I've been having this problem for well over a year now since switching banks. I have already been on the phone with customer service, and had BOTH a Verizon rep and my old bank customer service on the same phone call, and they were not able to find a solution. I have confirmed many times already that my Verizon account has been removed from my previous bank payment options entirely. I'm able to make payments without issue through my new bank, I just have to enter the amount in manually every month and would greatly prefer the eBill to make it to my bank account directly.

I get this exact same message every time I try to enroll every couple of months:

We're not able to activate e-bill service for Verizon Wireless (account ***********0001) because: Your account is already successfully enrolled in the eBill program. Please contact Verizon Wireless for details (1)..

Auto-pay is not a solution, it is a workaround at best. 

carmenv01256
Enthusiast - Level 2

EXACT same thing happening to me and taking me a MONTH of troubleshooting and still no resolution. I think Verizon Wireless needs to hire some new engineers with newer knowledge. No other biller has this issue - only Verizon Wireless. And they keep trying to claim the issue isn't theirs - when it clearly is. It feels pretty unaccountable and hopeless to get fixed. SMH

vzw_customer_support
Customer Service Rep

Got it. When the bank, and the Verizon rep were on the same phone call can you describe the issues the bank was having with this scenario? JoelD_VZW

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supertoast
Enthusiast - Level 2

The bank was confirming that the payment account had been removed, and they saw no record of the eBill being enrolled in their system anymore. (This was with the old bank.)

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vzw_customer_support
Customer Service Rep

Have you attempted to log in to your My Verizon account through this link:  https://login.verizonwireless.com/vzauth/UI/Login?realm=vzw&goto=https%3A%2F%2Fmyaccount.verizonwire... to review your options for paperless billing/e-bill)? 

 

TakendraW_VZW

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supertoast
Enthusiast - Level 2

Yes. I have even tried turning off Paper-free billing entirely from the configuration page linked above, and still receive the same error message when I try to enroll in eBilling from my bank ("Your account is already successfully enrolled in the eBill program. Please contact Verizon Wireless for details (1)..").

Jeffrey775
Enthusiast - Level 1

Supertoast, any progress?  I am in the same boat.  I just switched from Bank  A to Bank C and C produced the same error message when i try to enroll in e bills and its been two weeks since i un-enrolled in ebill at BOA.  Sounds like Verizon is  a piece of sh*t as they've yet to help you at all.  I bet, what Verizon WANTs is for you to do auto-pay and input your bank info with THEM.   This is a pull ACH from your checking account rather than a Push ACH which is what we both did previously successfully with ebills at our first bank. 

MichelleAB65
Enthusiast - Level 2

I have to agree - and if I can't trust a company to assist me and provide honest answers why would I provide access to my bank account.  That's a hard "no"

I see myself sending paper checks, after requesting paper bills - cause that seems to be the best way to go

vzw_customer_support
Customer Service Rep

MichelleAB65, we want to be as transparent as possible regarding your payment options. If there's anything else we can help clear up for you please let us know.

 

- Alan

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rjohnson9762
Enthusiast - Level 1

It is now May 2020 and this issue still exists.  If you have ebill with one bank, change banks and want to get your Verizon Wireless e-bill, same message as the the others indicated in this string.  VZ support has been absolutely no help; all they keep doing is directing you to their website, which does not contain the answers.  I wish SOMEONE at VZ would know what to do.

vzw_customer_support
Customer Service Rep

We certainly do apologize for the trouble with your bank and getting your eBill set back up with them as they were before rjohnson9762. We are going to send you a Private Note here to see what we can figure out. Please watch for that and respond there.

 

ErinW_VZW

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carmenv01256
Enthusiast - Level 2

A private note There are TONS of us with the same issue so why not publish something PUBLIC???? Verizon really is a horrible technology company. They seem to get more and more incompetent as the years roll by. This has been an issue for several years - and they refuse accountability so people like you and me end up unable to use the service - mainly because VW has their fingers in their ears singing "la la la la la" so they don't have to listen to their customers.

AMB50
Enthusiast - Level 1

why can you not share information with the community since all of us are having the same issues. I was using e-bill (ACH push) for 16 years with out on iota of problems. I recently had to switch banks and now I am experiencing the same nightmare all the other folks in the community. Verizon is the common denominator in all cases. Something is broke at Verizon's end. Your auto-pay option is not a wise choice in this day and age. No one wants to allow anyone to have access to their bank account ... I doubt you would either. Please take the time to have someone follow a functioning e-bill (ACH push) and see where the link has broken ... you have millions of customers ... please don't take your success for granted. If you can't make your customers happy the millions will dwindle to thousands, then hundreds, then guess what ... someone has to care somewhere in your organization. You can be that someone if you take the time to dig into the problem.

Thank you

TinaLnba
Enthusiast - Level 2

Here it is several years later and I too am having the exact same issue.  During one of my conversations with Verizon I did come across the key term "home banking" option as a reference to eBills.  However, it is still not resolved.  The old bank account is now closed and thus shouldn't be allowed to be eBilled.  I am hoping that in a month when I check back that will be enough to break the connection.  (Hint, hint Verizon engineers, this is one solution to fix your system.)

KH-OrnEsh
Moderator Emeritus

Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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carmenv01256
Enthusiast - Level 2

@AMB50 Clearly Verizon Wireless's customers are much more technically savvy than any of the Verizon engineers. I was putting money on it being a cache issue in the Verizon bill system. It doesn't happen to any other biller.

vzw_customer_support
Customer Service Rep

supertoast, thank you for the information you provided and for everything you've done on your end. We suggest contacting your new bank as we do not manage the setup of an eBill with your bank. I would ask your bank to open an IT ticket to investigate the issue.  JacobV_VZW

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