Credit cards never expire! - Verizon WTF



  • I don't know if this is a major WTF or a fairly minor gripe, but it smells like general incompetence to me:

    Verizonwireless.com's bill pay system allows you to save credit-card account numbers as "Saved Accounts" and there's a drop down menu to select a "Saved Account" so you don't have to retype the credit card number every month.

    So far so good.

    Fast forward a year: the credit card expires, and the "Saved Account" no longer works.

    I type in new information, and try to save it (with a different name), and I get an "Account Nickname or Account Number Already Exists" error,
    and there's no way (that I can find) to delete old "Saved Account"s.

    So I'm stuck typing in the number every month, because verizon's design spec allows you to create saved accounts, but not delete them,
    and has some draconian rule that you can't have two saved accounts with the same creditcard number.

    This is probably happening to everyone with a saved credit card number...  sigh

    Needless to say, I'm now using Cingular =)



  • Just for completeness, I assume they didn't allow you to edit the expiration date on saved accounts, either?

     



  • I am also sure you exhausted the option of gasp calling them and having someone reset this or change this for you?

    This sounds like a possible case of PEBKAC to me....



  • If the user can't do it on the site, what are the odds that a front-line support person has access to do it? I wouldn't be surprised if the only way to change it would be for someone to change it directly in the database (or flat file?) with a standard database client (or text editor).



  • [quote user="MasterPlanSoftware"]

    I am also sure you exhausted the option of gasp calling them and having someone reset this or change this for you?

    This sounds like a possible case of PEBKAC to me....

    [/quote]

    Evidently you haven't dealt with Verizon's flimsy notion of "customer support."  Allow me to summarize it:

    "We
    have your money.  We own the vast majority of poles and cell
    towers.  Your problems are irrelevant because you're a drop in the
    profits bucket.  Get bent."



  • [quote user="MasterPlanSoftware"]

    I am also sure you exhausted the option of gasp calling them and having someone reset this or change this for you?

    This sounds like a possible case of PEBKAC to me....

    [/quote]

    It is. Or rather, PEBKACAV. (Work it out :D )
     



  • [quote user="VGR"][quote user="MasterPlanSoftware"]

    I am also sure you exhausted the option of gasp calling them and having someone reset this or change this for you?

    This sounds like a possible case of PEBKAC to me....

    [/quote]

    Evidently you haven't dealt with Verizon's flimsy notion of "customer support."  Allow me to summarize it:

    "We have your money.  We own the vast majority of poles and cell towers.  Your problems are irrelevant because you're a drop in the profits bucket.  Get bent."

    [/quote]

     

    Actually, I currently use Verizon and have had no significant issues with them.

    But then again, when I am confronted with poor customer service at any company, I escalate the call and demand what I deserve. I usually get it too.

    Yes you are a drop in the profits bucket, yes you are irrelevant. Why would you expect anything different?? Do you know how many customers they have? Get used to not meaning a thing to a huge company. That is the way the world works.



  • [quote user="emurphy"]

    Just for completeness, I assume they didn't allow you to edit the expiration date on saved accounts, either?

    [/quote] 

    Of course, I am not aware of any way of modifying saved accounts. 

     

    [quote user="MasterPlanSoftware"]

    Actually, I currently use Verizon and have had no significant issues with them.

    But then again, when I am confronted with poor customer service at any company, I escalate the call and demand what I deserve. I usually get it too.

    [/quote] 

     I'm sure I could've done that, but my WTF is in the design flaw, not my actual problem.



  • I ran into the same issue about 6 months ago.  When I called customer service to get it fixed, the "solution" was to create a new online account (and no, you can't delete the current account, so you have to pick a new name).  This wasn't an easy thing to do either (tieing two online accounts to the same phone#), but the customer service rep did something that finally allowed me to make the new account (but I still couldn't make a new account with the old name, nor could I log into the old account).



  • [quote user="Dragnslcr"]If the user can't do it on the site, what are the odds that a front-line support person has access to do it?
    [/quote]


    Pretty damn good, actually.  I use GTE Networking (these days, a branch of Verizon internet services) as my dial-up ISP, and you can't change your billing address or credit-card data on the website.  Calling in to have it changed works just fine.



  • [quote user="MasterPlanSoftware"][quote user="VGR"]

    Evidently you haven't dealt with Verizon's flimsy notion of "customer support."  Allow me to summarize it:

    "We
    have your money.  We own the vast majority of poles and cell
    towers.  Your problems are irrelevant because you're a drop in the
    profits bucket.  Get bent."

    [/quote]

     

    Actually, I currently use Verizon and have had no significant issues with them.

    But
    then again, when I am confronted with poor customer service at any
    company, I escalate the call and demand what I deserve. I usually get
    it too.

    Yes you are a drop in the profits bucket, yes you are
    irrelevant. Why would you expect anything different?? Do you know how
    many customers they have? Get used to not meaning a thing to
    a huge company. That is the way the world works.

    [/quote]

    That's one rather fatalist way to look at it.

    Fortunately, there are other cell phone service providers who provide markedly better customer service.  That is why I expect something different.  And that is why I have not used and will not use Verizon Wireless.

    That is the way capitalism works.



  • Wow.  You know, that's a fantastic way of dealing with things.  Like right now I have an incredible urge to hurt someone.  That's the way the world works, so I shouldn't fight it, I should just.. give in.  Can I hurt you?  Folks hurting other folks is the way of the world so why resist it?

    Ford has billions of customers.  They're closing plants, revamping their factory lines, cutting costs, and more than anything trying to win consumer approval.  But wait... because they have billions of customers, they shouldn't worry about whether I'm happy or not, should they?

    The local cable company recently had their contract renegotiated.  They were in a tough spot because of poor customer service and the enormous number of folks who attended the contract meeting.  Their customer service has improved and despite the fact that I'm only one of several hundred thousand, they pay attention to me now.  If they don't their contract won't be renewed and they'll be out a ton of money.

    Famous Barr stores in St. Louis had tens of thousands of employees and millions of customers.  Yet because they didn't care about their customer, they're now owned by the May Company.  In five months the St. Louis employee market will be flooded with employees who've been taught that the customer is nothing - ignore them, they don't count!  Too bad that lesson is wrong or their employer would still be around.

    Linksys used GPL code in their routers.  At first they told the folks requesting the source code to get bent.  All of those folks should've just taken their just desserts and let it be; the world is at the whim of corporations.  Instead they fought and now there's several alternative firmwares for my router that improve it considerably.  Foolish people, choosing to fight for what's right.

    Treating one customer poorly isn't a horrible thing.  Everyone and everything have bad days.  But treating them poorly and making it the normal course of business does have an impact and that impact is caused by individuals who are standing up and stating what's wrong, why its wrong, and fighting to be treated with respect.

    Your attitude is what's wrong with the world today.  If you're so in love with corporate life, great, but don't try to pass it off as "the only way."  Maybe it's the only way because you can't see any other way - but that's your lack of vision, not mine.

     



  • [quote user="fluffy777"]

    Needless to say, I'm now using Cingular =)

    [/quote]

     

    Let us know when the billing WTFs start to flow. Like where you get a bill that's due the day after you receive it, but can't complain because they've somehow bypassed the postmarking process and you can't prove that they sent the bill late.  



  • [quote user="MasterPlanSoftware"][quote user="VGR"][quote user="MasterPlanSoftware"]

    I am also sure you exhausted the option of gasp calling them and having someone reset this or change this for you?

    This sounds like a possible case of PEBKAC to me....

    [/quote]

    Evidently you haven't dealt with Verizon's flimsy notion of "customer support."  Allow me to summarize it:

    "We have your money.  We own the vast majority of poles and cell towers.  Your problems are irrelevant because you're a drop in the profits bucket.  Get bent."

    [/quote]

     

    Actually, I currently use Verizon and have had no significant issues with them.

    But then again, when I am confronted with poor customer service at any company, I escalate the call and demand what I deserve. I usually get it too.

    Yes you are a drop in the profits bucket, yes you are irrelevant. Why would you expect anything different?? Do you know how many customers they have? Get used to not meaning a thing to a huge company. That is the way the world works.

    [/quote]

     

    Someone said something negative about your phone company.  Definitely a reason to get mad.


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