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User ID changed without consent
mholsinger
Enthusiast - Level 1

We havea residential Fios bundle, and a user ID & password account to manage it. There is also a private, personal e-mail address provided by Verizon, which was only intended for e-mail, not residential management. This week I got the dreaded "We are unable to process your request at this time.Please try again later. We apologize for any inconvenience.' when trying to pay the monthly bill with the usual residential login. Spent a full hour in chat with an agent, and it turns out that the personal, private e-mail address has been switched to be the "primary" residential account. The agent suggested creating a new sub account, but that doesn't solve my problem, it would only be a way to get a new e-mail address, but I don't want a new address - we need to be able to log into residential Fios service withOUT using the password for this one already established e-mail account. But the agent says that it has to be this way, because its "primary" now. Well, it was switched from the good User ID that it was before, and it needs to be switched back...

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Re: User ID changed without consent
ElizabethS
Champion - Level 1

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.

Please go to your profile page here on the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.

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