Re: I need help. I don't understand this at all.
Not applicable

I must agree with your analogy. It is true that processing as a debit may cost the customer a fee versus if you use it as a credit transaction of which can be accessed 4% or higher on the company to accept this payment.

However I have never seen a bank charge when I use a Visa Debit versus using my Visa Card or Amex. Even when you select credit often times it gets processed automatically as a debit because bank debit cards have a different account number sequence and I just looked at both from the same bank and the numbers are different on the front end.

If a person wants to switch because of that don't argue just let them go.

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Re: I need help. I don't understand this at all.
rcschnoor
Legend

I'm not sure how another customer suggesting an alternative method of payment while you work out the problems you are having with your current method is "another sign of lousy customer service" but whatever floats your boat. Good luck.

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Re: I need help. I don't understand this at all.
rcschnoor
Legend

Never said I was "so sure this is my banks problem", just asking why you can be positive it isn't when you tell Verizon "I keep telling Customer Service that it has to be something on their end and whoever is processing my transactions is doing them wrong."

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Re: I need help. I don't understand this at all.
vzw_customer_support
Customer Service Rep

Hi oldfashioned,

Thanks for reaching out to us. I would be concerned too if my bank was showing something as a different transaction.  We are only able to take credit card payments over the phone.  In order to do a debit transaction that would require a pin number. We have no way to get this info from you.  I would contact your financial institution for further clarity. Please let us know the outcome.


Bobby_VZW
Please follow us on twitter @VZWSupport

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Re: I need help.  I don't understand this at all.
oldfashioned
Specialist - Level 2

This is nonsense.  Your phone system gives the option of selecting "debit" or "credit".  I selected "credit" and after my bank did an investigation, my bank determined that your company did indeed process this as a "debit" regardless.  So explain that one.  I am sick and tired of getting totally different answers and the "brush off" every time I reach out about this.  I am done doing business with your company.  This isn't right and regardless, it's somebody on your end who is screwing this up.

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Re: I need help. I don't understand this at all.
oldfashioned
Specialist - Level 2

My bank also just told me that you don't need a PIN number just for a debit card transaction.  I would have to physically punch that in.  Your department is clearly out of touch with what comes through on the customer's side and you don't have to give a PIN number over the phone to do the transaction as a "debit".  Your system gives "debit" and "credit" as choices.  I hit credit, your department put it through as a "debit", and now you're saying my bank is at fault for that.  I don't know what kind of business this is but this is pathetic.  This is far more aggravation than I've ever had with Verizon Fios for sure.  I don't see any logic in your answers to this. 

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Re: I need help. I don't understand this at all.
SuzyQ
Community Leader
Community Leader

oldfashioned wrote:

... Whenever I refill my minutes, I use my flip phone and enter the commands for refilling my minutes using a debit card.  I would always use my debit card and select "credit" so that it gets processed as a credit transaction on my bank statement and that's exactly what happens when I do that for transactions with other businesses ... It goes through on my bank statement as a "debit" transaction which I don't want.  

I'm having trouble understanding what difference it makes?  If you are using your debit card, the money is debited from your account linked to the card, within minutes of making the transaction.  It doesn't matter if you select debit or credit, the money is taken out of your account.

Do you get charged for debit transactions and not credit card transactions?  Why does it matter how it is listed?  I'm not trying to give you a hard time, I'm simply trying to figure out why it matters if it's listed as a debit transaction or a credit card transaction. 

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Re: I need help.  I don't understand this at all.
oldfashioned
Specialist - Level 2

Like I've said, it matters to me whether the money comes right out of my account in minutes or if it comes out later after a few days.  To some of us, that matters.  Some people need to stagger their payments.  I'm particular about that stuff and regardless, my payment preference should be honored just like with any other customer.  Some banks also charge a fee for a debit transaction so it's not an equal amount.  And particularly if there is an error with the transaction, it can be reversed before the money comes out.  It may not be a big deal to you but it is to me.  And perhaps this won't matter to a department handling thousands of transactions but when it affects you personally, it does matter.  It's bothersome that this would suddenly go through as debit after four years of doing this as credit without a problem and that this would only happen with VzW, never with any other vendor.  You don't necessarily need a PIN number for debit.  That's only if you're doing it in person at a store. 

This flip phone service is garbage anyway and it's hard as it is to keep track of how many pre-paid minutes I have leftover.  Every option I press to find out the balance only tells me the dollar amount and I have to keep making a call to find out how many minutes are left.  And the minutes I pay for diminish over time whether or not I use them.  I don't like it.  I'll upgrade to the i-phone eventually but not with VzW, a company which clearly has an integrity issue and can't correct an obvious mistake that is so basic and which clearly won't do anything about.  And it's not about the amount per se...it's poor customer service.

I appreciated your asking your question in a polite and non-defensive manner but I've made my decision.

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Re: I need help.  I don't understand this at all.
SuzyQ
Community Leader
Community Leader

oldfashioned wrote:

Like I've said, it matters to me whether the money comes right out of my account in minutes or if it comes out later after a few days.  I've never *really* paid attention to this - I figure if I'm using my debit card, the money comes out immediately, regardless if it's processed as debit or credit transaction. so I make sure the money is there.  If you want the payment delayed, then use a real credit card?

Some banks also charge a fee for a debit transaction so it's not an equal amount.  And particularly if there is an error with the transaction, it can be reversed before the money comes out.  Does your bank charge for a debit transaction?  Does it go through differently on your bank statement?

A debit card is just that - it debits your account.  If you want the convenience of the money being paid later, and the ability to reverse the transaction and all that, use a credit card, not a debit card.

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Re: I need help.  I don't understand this at all.
oldfashioned
Specialist - Level 2

I'm not going to argue with you.  Any debit card allows you the option of choosing "credit" or "debit" for any transaction you put on it and if you don't understand the difference between the two, then I don't know what to tell you.  You don't have your information right.  This useless discussion is closed. 

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