I paid my bill for July on time last month and while it cleared my bank on Aug. 18, it has yet to post to my Verizon account. I have paid my bill the same way (through my bank's online bill pay system) every month for the past 8 years and this is the first time I've ever had any issue with the payment not being credited to my account.
Last week I called Verizon's support and they told me they would open an investigation into my issue and hopefully come to a resolution within 7-10 days. Last Thursday I received an email regarding my investigation, asking me to fax them proof of my payment from my bank. I immediately called my bank and they emailed me proof of my payment, which includes the amount, the date paid, as well as my Verizon account number. The following day I faxed this, along with the cover sheet attached to my email from Verizon, to the number provided.
This morning I received the exact same email I got on Thursday, asking me to fax over sufficient documentation for my investigation. I called Verizon's wireless support and explained the situation to the CSR, who noted that they received my fax on Friday. He then attempted to connect me with someone handling part of the investigation and while I was on hold, the call dropped.
After waiting 10 minutes in the hopes he would call me back, I tried calling wireless support again. This time, I had to explain the situation (again) to a completely different CSR, who wanted to open a new investigation (?!) and I explained that I simply wanted to speak to someone involved with the investigation and didn't want to have to call general support and explain the situation to fresh ears every time. She gave me the number for Financial Services.
I immediately called Financial Services and after trying to navigate the phone tree, was able to be put in the queue for a CSR. After about a 15 minute wait, I finally got through and had to explain the situation (again) to her, only to ask me if I wanted to make arrangements to my past due payment. I explained that I wanted to speak to someone who could directly help me, and she said sure and put me on hold. Unfortunately, since I have other commitments and limited free time, after 25 minutes, I had to hang up.
So now, despite doing everything that Verizon has asked of me, including paying my bill in full on time, I'm literally no closer to a resolution than when I was a week ago. If there is any way I can put this entire ordeal to an end that doesn't require talking to multiple CSRs, telling the same story over and over and having to be put on hold indefinitely, I'd greatly appreciate it.