Problems switching to pre-paid
RMM3
Newbie

I am trying to switch my post paid plan to pre-paid and for now , keep the same phone. I've gotten as far as verifying my IMEI number and also ordering a new sim. But when I select a plan and hit enter, I get this message: Invalid Address. Please verify and update your address on the account.  My address, both billing and service appear accurate. The only issue I can see is that the zipcode is 5 characters and not 9. But it doesn't allow me to update it to nine. So I don't know what this error message means and what account they are referring to.

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Re: Problems switching to pre-paid
vzw_customer_support
Customer Service Rep

We'd love to address your concern about migrating to prepaid. Please reach out to us in a Private Note so we can discuss in detail. *Zachary

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Re: Problems switching to pre-paid
RMFJMangano
Newbie

Thanks for getting back to me, but I gave up.   I went to a Verizon store who told me I had to call the prepaid number, ( I don't know why they couldn't do that for me).  After a long time  on the phone, it appears to be taken care of though not without pain and confusion.  Suffice it to say that Verizon really needs to look at its website and  the computer systems serving the customer. The website  leads one to believe you can do all sorts of changes and then hits snags at the last minute, such as telling me my address is not good, with no details behind that message. Even calling the prepaid number was an adventure,- the "robot " who answered the call   asked me for my phone number and then wanted to know what I wanted to do. I answered and it asked for the number again and what I wanted to do; this went on several times like it was in a programming loop. Finally, I didn't answer and stayed on the line   until someone picked up , who said I needed to talk to  sales, who he connected me with. The person he connected me to , seemed pretty good and  moved my postpaid phone to my pre-paid account, which is what I wanted, and I paid online for that under his direction.   BUT afterwards both my phones went out of service due to insufficient funds, which was not true. To get around it since I really needed the phones, I did not call back but added funds which worked to restore the phones, though now I have an excess balance which I don't need since I am on Autopay.  I am assuming the excess balance will be applied to my next bill, but who knows? 

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Re: Problems switching to pre-paid
vzw_customer_support
Customer Service Rep

Hello! I am sorry this took such a long time to process! Yes you are correct, your balance on your account will be used before we pull out of your payment method for auto pay.

 

 

*Nicole

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Re: Problems switching to pre-paid
VinVV
Newbie

I have the same problem.

While i try to switch I get cheaper rates after hitting the buy cart button it says invalid address. Customer care folks were not helpful either. Poor service for expensive options. Won't be staying with the m too long.

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Re: Problems switching to pre-paid
SynthpopAddict
Contributor - Level 3

Switching from postpaid to prepaid is complicated because the account numbering system is different for prepaid accounts, which is probably why the error message is popping up when you try to convert it yourself.  I tried to find the thread where a CS rep posted the Prepaid Department's phone number, but couldn't locate it.  Your best bets are to either ask in the live chat what the phone number of the Prepaid Dept. is, or go to a Verizon store and have one of the employees convert your account.

As the name states, prepaid is paid upfront by the month, so you're going to have to pay for the first month right away even if your postpaid account was previously set up with autopay, so it's best to convert when you've gotten at least most of your current postpaid billing month's cycle done.  Since you're getting a new account number with prepaid, wouldn't be surprised if you have to re-register your number with My Verizon and redo the autopay arrangements too.

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I'm not a Verizon employee, just another customer trying to help.
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Re: Problems switching to pre-paid
vzw_customer_support
Customer Service Rep

Oh, no! We are truly sorry to read you are encountering issues switching to Prepaid. We want to guide you in the right direction.

 

Please contact our Sales Team at 800-256-4646 (Monday - Friday 8:00 AM - 2:00 AM, Saturday 8:00 AM - 12:00 AM, Sunday 9:00 AM - 8:00 PM Eastern Time). They will provide the support you need.

~Gilbert

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