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| Author | Message |
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cprasky   
| | #1 posted October 3, 2009 at 2:10pm (EST) |
I hate when the customer reps at Verizon tell me this when I call my wireless provider over some issue. I first got a wireless phone in 2004 and I did not choose Verizon, I chose Alltel. Verizon has been foisted on me by circumstances beyond my control. Now that I am with Verizon though, I must say that I liked Alltel's customer service much better. And today, a brand new annoyance: Ever since I got a cell phone, I have been paying the bill over the phone. Suddenly, (starting last night) I can no longer do that. Every time I tried to pay over the phone, I have been connected to customer service. Last night, they told me to call back when they weren't closed. So I called back this afternoon. The first rep asked me how he could help me. I told him I just wanted to pay my bill and it had always been through an automated service. He told me he could put me back through to the automated service and he did. The voice asked for my cell phone number. After I had entered it, another voice said"Thank you for calling Verizon wireless," and disconnected the call. So, I had to call back again later. I found out Verizon is no longer going to be accepting direct payments over the phone. They want me sign up for auto-pay, which I hate. I don't like the idea of money leaving my account without me doing anything. So I will have to go back to writing checks. At least until I can find another wireless provider that does take direct payments over the phone, if any of them still do... |
they   
| | #2 posted October 3, 2009 at 2:24pm (EST) |
This doesn't sound right.
Someone told you that you can no longer call in a payment? Do you draft from your checking account or use a credit/debit card? I can't imagine that Verizon would stop accepting credit/debit cards over the phone. Can you do it online? Now, I know a lot of businesses have moved towards requiring that the credit/debit card be processed via an automated system. My company used to let me process my customers' credit/debit card payments and they stopped it long ago. It saves time and money to have the reps refuse to process and transfer to an automated line for payments.
I can imagine that they might stop drafting electronically from your checking account tho... there are so many things that can go wrong there. It's archaic imo - like writing checks. Maybe what was changed is that check drafts are now only available on an 'auto-pay' system.
If this is the case, I'd switch to online bill pay or paying by debit card.
Something to remember when contacting customer service by phone or email:
I work in customer service for a company that has very strict accuracy guidelines for the customer service reps to follow.... and even at my very strict company, it is acceptable to be accurate only 82% of the time. I've worked in customer service at a lot of places.... and I can tell you, our quality of customer service is very, very high. And still, we are only expected to be accurate 82% of the time.
Outsoucing vendors have even lower quality expectations.
This means that almost 20% (or more even) of the time, you may be receiving completely inaccurate information. My advice is that if the answer is important to you, call and ask - hang up - call and ask again. If it's an outsourced vendor, take the time to call 3 or 4 times. |
they
| | #3 posted October 3, 2009 at 2:30pm (EST) |
Oh, and pay absolutely NO attention to the tone of your customer service rep's voice. We feign confidence. It's a trick I teach every person I train.
Voice tone, pitch, and flattery will get us everywhere. Don't ever forget that every single one of us probably secretly hates you and just wants you off the phone.  |
cprasky
| #4 posted October 3, 2009 at 2:40pm (EST)
edited October 3, 2009 at 2:40pm (EST) |
Yeah, they told me they weren't going to be taking direct payments over the phone any longer. I don't understand this. I have been doing this with my Visa debit card from the very start in 2004. I will mention it when I call again, likely Monday to switch to a data service plan. Believe me, I will tell them how unhappy I am about this. It's always been very convenient for me to just push a couple buttons and be done with it.
What I don't like about auto-pay is that my paydays drift over the calendar, whereas auto-pay just comes out automatically on the same day every month. Nothing really wrong with that, it isn't really inconvenient for me, it's just that I don't like the idea of having money automatically coming out of my account without my specifically authorizing it each time. |
Iseult 
| | #5 posted October 4, 2009 at 5:24am (EST) |
What I've been doing for a few years now is paying my phone bill through my online bank account. Makes my life a lot easier not having to get down to bank every time I need something paid. You should look into that option. |
FordGuy 
| | #6 posted October 5, 2009 at 7:25am (EST) |
I've been a Verizon customer for years - and to pay via phone I dial #PMT. Maybe that would work for you now? |
they
| | #7 posted October 5, 2009 at 8:32am (EST) |
Ford: but you use a credit card? I think cprasky is using check-by-phone.... I think that's what is being phased out. My customers are always trying to use it also, but like I said before - it's archaeic. Checks still bounce with check-by-phone. They don't with debit cards.
IMO, we should wipe out checks altogether. |
cprasky
| | #8 posted October 5, 2009 at 9:23am (EST) |
they wrote:
> Ford: but you use a credit card? I think cprasky is using check-by-phone....
> I think that's what is being phased out. My customers are always trying
> to use it also, but like I said before - it's archaeic. Checks still
> bounce with check-by-phone. They don't with debit cards.
>
> IMO, we should wipe out checks altogether.
No, they, I've been using my Visa debit card which is on file with them. I've always paid over the phone this way. But it was different this time around. I did pay over the phone this last time as well, but had to talk to a rep to do it. I'm not sure what's going on right now. |
cprasky
| | #9 posted October 5, 2009 at 9:24am (EST) |
FordGuy wrote:
> I've been a Verizon customer for years - and to pay via phone I dial
> #PMT. Maybe that would work for you now?
Well, it always has before, FG, but this last time it kept connecting me to live customer service... |
they
| | #10 posted October 5, 2009 at 10:23am (EST) |
Oh I see. Sorry, I misunderstood.
Did you ever call back and ask again? |
cerealkiller
| | #11 posted October 5, 2009 at 2:15pm (EST) |
Why does anyone use a provider other than ATT? I've had them for years and primarily love the fact that unused minutes roll over. I have something like 30 hours of anytime minutes stored up. And I never have calls drop out. Always the other person who has Verizon or other network. |
FordGuy
| | #12 posted October 5, 2009 at 2:48pm (EST) |
cprasky wrote:
> FordGuy wrote:
>> I've been a Verizon customer for years - and
> to pay via phone I dial
>> #PMT. Maybe that would work for you now?
>
> Well, it always has before, FG, but this last
> time it kept connecting me to live customer service...
Ok - wasn't sure if Alltel used the #PMT or something else. Was hoping it would be an easy fix. Sounds like pretty soon your customer service rep is going to say, "Welcome to Sprint!"  I just pay my bill on line, its easy. I don't have the auto thing, just pay it on line manually. |
llamamama
| | #13 posted October 5, 2009 at 3:01pm (EST) |
cerealkiller wrote:
> Why does anyone use a provider other than ATT? I've had them for
> years and primarily love the fact that unused minutes roll over.
> I have something like 30 hours of anytime minutes stored up. And
> I never have calls drop out. Always the other person who has Verizon
> or other network.
If no one else used anything but AT&T, it would kind of be a monopoly, wouldn't it? I think Verizon is definitley one of the better services. Much better than Sprint, anyway.
I personally do not need my minutes to roll over. If my minutes rolled over, I'd have years worth of minutes. Our plan has so few minutes, that plan doesn't even exist anymore. Which is also why I couldn't get the epic phone I wanted...because to get that we'd have to get more minutes. |
cprasky
| | #14 posted October 6, 2009 at 8:58am (EST) |
they wrote:
> Oh I see. Sorry, I misunderstood.
>
> Did you ever call back and ask again?
Well, I tried Monday. This time, I couldn't figure out how to talk to a live person. I think they are restructuring their customer service computers or something, because the voice menus this time around were different than they have been the past several months. I'll wait a couple more days and let them iron out the bugs... |
EyesOfCharisma
| | #15 posted October 6, 2009 at 9:24am (EST) |
I like U.S Cellular |
cerealkiller
| | #16 posted October 12, 2009 at 2:51pm (EST) |
llamamama wrote:
>
> If no one else used anything but AT&T, it would
> kind of be a monopoly, wouldn't it? I think Verizon
> is definitley one of the better services. Much
> better than Sprint, anyway.
>
Hah. You are too young to remember when the entire country had only one phone company, Ma Bell. It was broken up to allow competition.
Pricing doesn't seem to vary all that much. I just can't think of anyone not wanting a plan that carried over unused minutes. I do wish however there were more cut-offs with AT&T for anytime minute packages. When I had 700 minutes a month that wasn't enough but the next jump is 1400 minutes which is way too much. But then it's only $10 a month more for 1400 minutes so big deal. I do hate however when people send me text messages. I don't have any data/texting in my service so I have to pay for every text received and sent. Luckily it's only one person I deal with for work who does this. I hate texting. Don't see the point of it. |
llamamama
| | #17 posted October 12, 2009 at 3:04pm (EST) |
I love texting..Of course, people my age text...we hardly ever call haha
I can see the benefit of unused minutes rolling over..but I don't need my minutes to roll over. I hardly ever call anyone..And when I do, it's either after 9..or (more often)..a weekend or someone else with Verizon..so it's free anyway. |
cerealkiller
| | #18 posted October 12, 2009 at 4:53pm (EST) |
Only reason we use minutes is because all my incoming work calls are forwarded to my cell phone or if I call the vet or anyone not AT&T. And, my wife calling the hairdresser or our son in Texas who doesn't have AT&T. Like you, calling another AT&T person like our son in Las Vegas or my sister-in-law is free anytime.
I have something like 30 hours of time stored up. Just like minutes roll over, they also expire after 12 months on a rolling basis. |
llamamama
| | #19 posted October 12, 2009 at 5:33pm (EST) |
It sounds like you don't have a landline. We also have a landline..which also means less cell calls. |
Iseult
| | #20 posted October 12, 2009 at 5:46pm (EST) |
Nowadays, I find it strange when someone has a landline. I keep forgetting it's an option. |
llamamama
| | #21 posted October 12, 2009 at 5:53pm (EST) |
It seems weird to me to not have one haha |
cerealkiller
| | #22 posted October 12, 2009 at 6:08pm (EST) |
llamamama wrote:
> It sounds like you don't have a landline. We
> also have a landline..which also means less cell
> calls.
I have to have a landline for DSL, and for the Dish satellite TV. We don't actually use the landline phone itself. |
llamamama
| | #23 posted October 12, 2009 at 6:14pm (EST) |
Hm, I don't think that's why we have a landline..We have verizon..(for tv and internet..not sure about the landline though) |
cerealkiller
| | #24 posted October 12, 2009 at 6:24pm (EST) |
Yeah, guess you could have cable tv/internet. We have satellite tv which needs a landline and there are no choices for phone/DSL service. Here in the country the local phone company has a monopoly on it. |
llamamama
| | #25 posted October 12, 2009 at 7:53pm (EST) |
We don't have cable. We had satellite..but now we have Fios. |
cerealkiller
| | #26 posted October 13, 2009 at 1:33pm (EST) |
Fios? |
llamamama
| | #27 posted October 13, 2009 at 4:19pm (EST) |
Fiberoptics
It's like all over the place over here, you don't have it over there? |
cerealkiller
| | #28 posted October 13, 2009 at 5:18pm (EST) |
Not that I know of. Fiberoptics is used alot for commercial use but don't think it's hit common residential service much. Surely wouldn't have fiberoptics where I live. There is one phone company, period. There is no alternate source for DSL unless you want satellite DSL (expensive) or cable. There is one choice for cable which is Comcast.
I soured on cable tv when about 8 years ago the entire cable system went down for the whole town on frickin' Christmas Eve and wasn't fixed until 4 days later. We had no TV except for videos the entire Christmas holiday. Big deal, they gave everyone a partial credit. They should have given us a whole month free.
Only 'new' thing where I live is some kind of digital electric and gas meters where no one has to actually come out and read them. It sends the data to the utility company automatically. |
llamamama
| | #29 posted October 13, 2009 at 5:50pm (EST) |
Hm, I would have figured it would have been there.
I can't remember when we stopped having cable. We got satellite. Then we got digital cable. Then we went back to satellite. Now we have fios.
Fios the stuff is buried in our yard..people dug up our yard. |
FordGuy
| | #30 posted October 14, 2009 at 7:33am (EST) |
My TV comes in through my antenna. No way I'm payin' for TV. My peasant-vision has enough crap on it to piss me off - I could only imagine how mad I'd be if I were actually paying for the mindless crap displayed on my screen. |
llamamama
| | #31 posted October 14, 2009 at 9:44am (EST) |
Golf channel doesn't come standard  |
cerealkiller
| | #32 posted October 14, 2009 at 6:24pm (EST) |
FordGuy wrote:
> My TV comes in through my antenna. No way I'm
> payin' for TV. My peasant-vision has enough crap
> on it to piss me off - I could only imagine how
> mad I'd be if I were actually paying for the mindless
> crap displayed on my screen.
Yeah, but you're missing Fox News, and Monster Jam on the Speed channel. |
FordGuy
| | #33 posted October 15, 2009 at 7:27am (EST) |
I'm not sure I'm really 'missing' them. I just have better stuff to do with my time than to watch TV is all. I've got Smokey and the Bandit on DVD if I really need to sit in front of it for a couple of hours. I think people become dependent on TV and therefore pay astronomical amounts of money to view it. I'd rather sit on the porch swing with my wife. |
cerealkiller
| | #34 posted October 15, 2009 at 3:11pm (EST) |
You're sick, man. Too many brews. Last thing I'd ever do is sit next to my wife anywhere, except in the car. |
cloudhugger
| | #35 posted October 16, 2009 at 12:11am (EST) |
If that is sick...than I want to be terminal. |
LindaH
| | #36 posted October 18, 2009 at 11:40pm (EST) |
FordGuy wrote:
> I'm not sure I'm really 'missing' them. I just
> have better stuff to do with my time than to watch
> TV is all. I've got Smokey and the Bandit on
> DVD if I really need to sit in front of it for
> a couple of hours. I think people become dependent
> on TV and therefore pay astronomical amounts of
> money to view it. I'd rather sit on the porch
> swing with my wife.
Jerry Reed... RIP. |
verouge
| | #37 posted October 23, 2009 at 4:25am (EST) |
Thanks for choosing Verouge.. |
cloudhugger
| | #38 posted October 23, 2009 at 8:30am (EST) |
lol |
they
| | #39 posted October 23, 2009 at 9:18am (EST) |
haha |
Irene007 
| | #40 posted October 26, 2009 at 12:20pm (EST) |
cprasky wrote:
>
> What I don't like about auto-pay is that my paydays drift over the
> calendar, whereas auto-pay just comes out automatically on the same
> day every month. Nothing really wrong with that, it isn't really
> inconvenient for me, it's just that I don't like the idea of having
> money automatically coming out of my account without my specifically
> authorizing it each time.
I don't like the idea of creditors selfserving themselves from my account. I got caught years ago with answers like; "You had to call last week, we can't stop the payment now..." etc... Caused me more trouble than it was worth. No one takes payment from my account anymore except my bank for the mortgage - that's it and that's all! When we changed internet service provider, Bell insisted that they deduct from my bank account or my credit card. It took an entire day on the phone to get them to add the charges to my phone bill rather than a seperate bill. Why should they not trust me to pay another service they offer if they bill me like they do the phone bill?? We were tossed about from one person to another, even talking to the same guy we had talked to a couple of hours before. It took some patience, but we won!
The trick is to dig in your heels and demand - they're more flexible than they imply. |
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