Automatic Billing (High Speed Internet)

[ld1969]

I have been a Verizon Customer for over a decade. I have been enrolled in Verizon's "automatic payment" option for several years. I moved to a new address in June and have had a late bill three (3) times since the move.

The first time my bill was late, I contacted Verizon. The representative informed me that "Verizon has been having troubles with automatic billing lately." I mused aloud that, although the customer service representative was just doing what she was told, wouldn't good customer service involve informing customers of this problem in a timely manner so that we could pay our bills on time? She didn't understand what I meant. I explained that if Verizon knew that they were "having troubles," perhaps they should let the consumers know so we could pay our bills without accruing late fees and damaging our credit ratings. This logic was lost on her.

So here I am. The third time in less than six months with a late bill on an automatic billing plan. 

I recommend that those with automatic billing take a close look at their accounts every month. 

Should we accrue late fees because of Verizon's mistakes, our contracts give us very little recourse. All disputes go through arbitration these days. Interesting NY Times articles recently on arbitration and big business.

Oh well. Fortunately, I don't watch tv, and there are other choices for internet and cellular phones. I don't have a land line. I guess I can't trust the automatic billing process. If Verizon can't get its act together I'm gone.

[LawrenceC]

Hi ld1969,

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 for the forum and look at the top of the middle column 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. The title of your post is the link. 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.