If I pay the bills, why can't I make changes on my account?

As per the Federal Privacy Act, the only ones who can get information about or make changes to an account are account holders. If you're not named as an account holder, you can make payments and book service calls but can't get information or make changes. To have your name added to an account, we need your permission and the permission of the current account holder, plus 2 pieces of ID from you.