I set up automatic bill pay for myself and my husband--the withdrawal to our bank account was made through our Visa debit card. When the bank sent us new debit cards this spring, Verizon was unable to withdraw our payments. Verizon neglected, however, to send us any type of notification. We didn't realize there was a problem until June when we were 2 months behind in payments.
We went to our local Verizon store, and my husband was able to get his auto bill pay set back up imediately, this time using our checking account number instead of our debit card number. I attempted to set up my auto bill pay too, and was advised that everything was fine. The next month, though, my bill did not get paid. I called Verizon again, and was AGAIN told that it was set up/registered, and the bill would automatically be paid the next month. Next month rolled around, and AGAIN, my payment did not come out automatically.
Fast forward, and I had been calling Verizon every month for at least 3 months. Each time, I would request that my auto bill pay get set up with my checking account, and each time I was told by the phone rep. that it had been, and next month would be automatic. That never happened.
Today, I went back to my Verizon store. The employee attempted to fix the problem on line, but was advised that I was inelligible for auto bill pay. He made some phone calls, and an hour later, we were finally able to determine that way back in the spring when my debit card was switched, I had been un-enrolled from the auto bill pay. This DID NOT happen to my husband however.
I am upset because, one, we were not made aware of any problem for months, when we could have easily fixed it right away--we had the funds, just a miscommunication with the account numbers. Two, my husband was able to re-enroll in auto bill pay with no problem, but I was not. Three, I was repeatedly told over the phone that the problem was fixed, and I wouldn't need to worry about it the next month. Today I learned that there is apparently no way to enroll in auto bill pay over the phone. Why then did I tell these phone reps my account number and get told that I was enrolled? Four, why did no one ever bother to tell me that I was inelligible?
I have made late payments on my account since this past spring simply because Verizon cannot communicate . I am not happy.