Child Item

Site Totals

61264 Questions Answered 267 Categories

How to file a complaint for lousy account security?

My wife waltzed into a Butler NJ Verizon office and transferred two of my lines from my account. The account was mine, the lines were mine. SOMEONE SHOULD HAVE THOUGHT TO ASK ME!!! I spent about 6 hours on the phone with Verizon. Got the royal run around and was told on more than one occasion that they need to call the person who transferred my numbers out for permission to take the numbers back! Can you believe it? Unreal, right? So who do I call? Where do I send my experience so that someone, somewhere out there at Verizon in that great big maze knows what's really happening in the trenches. This is frustration to no end. I have had enough of Verizon. Time to shop for a new carrier.

Comments

Ann154

Couple of questions. Who made the decision to keep the account billing pin as the last four digits of their social security number or something the other account members could guess? Who made the decision to make the other users on the account an account manager?

TEDNYC49

The pin was changed in the afternoon before the lines were stolen and there is absolutely no way anyone would be able to guess it.

As for the manager on the account, we had no idea. Once again, I called in the afternoon and talked with a Verizon rep because I wanted the internet access to my Verizon for myself and was afraid that this might happen. She reset or unpinned the account or something so I could register as the owner. I told her that I was concerned that someone register already. When the account was unpinned, why didn't it wipe out all the access to my account including the manager one which I knew nothing about?

Marta

TEDNYC49

Just an afterthought, the lines were reinstated and removed in Butler NJ store. What does my Verizon access have anything to do with this? They went into a store and should have been asked for an ID before anything was done. As for the pin, it was changed in the afternoon, chosen randomly and nobody could have guessed anything.

Marta

Verizon_Support

I apologize for the frustration and the issues you and your wife experienced when trying to transfer two lines of service at the store, Tednyc49. It would be sad to lose you as a valued customer as we appreciate your business. Please know that account security is very important and we want to ensure your account is protected. Let me help you further with this concern.

Did you report that both phones were stolen prior to doing the transfer at the store? Also, when re-registering your account online, it does delete the prior registration but the information on the account remains. Are you needing any further assistance? Here's a link to help with keeping your account secure http://vz.to/2w5xq5R .

EdwinW_VZW

If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

TEDNYC49

You misunderstood. I was not transferring any lines that are on my account. They were not supposed to be transferred at all. I had nobody authorized to make the transfer. The rep in NJ transferred them anyway. So much for your security.

At this point what I'm needing is my lines back which Verizon does not want to do. So much for valuing my business. I even filed a police report siting identity theft and unauthorized access to my personal account but Verizon had not to date done a thing to get my lines back. Your link to the help page misses the mark only by about a million miles.

Marta

[Removed]

personal information removed as required by the Verizon Wireless Terms of Service

Message edited by Verizon Moderator

rcschnoor

Whether or not your Verizon lines were transferred to other providers without your consent, Verizon CANNOT just take lines away from other providers. The other provider has to release those lines before Verizon is allowed to take them. There is NOTHING Verizon can do to get those lines back without permission from the other provider/current owner of the lines.

TEDNYC49

I’m sorry, so you know that the lines went to another provider? Verizon did not tell me that. They only told me that the lines were transferred to another customer and if that’s the case, they SHOULD give them back. Otherwise your claims of security, etc and great customer care is just a lot of hot air.

And why is it that Verizon can’t do anything to get the lines from the current owner of the lines without THEIR permission when Verizon took those lines from ME WITHOUT permission?

Do you even read what you write? You’re not making much sense.

veryfrustrated0118

Did she transfer them to another provider? All she needed was to walk in that provider's store and provide the account number and PIN used for phone verification. This has nothing to do with online access.

If she transferred them from your account to another Verizon Wireless account, all she had to do was walk in to the store, be listed as an account manager (which you probably did a long time ago) and show ID. If those requirements are met then Verizon Wireless and their reps did everything the way they were supposed to and that isn't anyone's fault. If you don't want anyone else to have access to your account then call Verizon and change your billing account password and remove any authorized account managers.

TEDNYC49

I don’t know if she took the numbers to another provider. Verizon won’t tell me that. As for the passwords, etc, I changed them earlier in the day, including the pin which she should not have known. I also had the Verizon reset the website access so that anyone there would be kicked off. I just don’t get it. Am very unhappy and leaving Verizon for good. Enough of these lame excuses. Whatever happened to photo ID?

rcschnoor

TEDNYC49 wrote:
I don’t know if she took the numbers to another provider. Verizon won’t tell me that.

Nor should they if you don't have the correct information. You are complaining Verizon did something without your consent and in the same breath you are complaining Verizon won't allow you to do something without another account owner's consent. Seem to be contradicting yourself, especially since you don't "know" whether or not your wife had the "correct" information in order to perform this transfer. You don't "think" she had the correct information, buy you don't "know" that she didn't have the correct information.

TEDNYC49 wrote:
As for the passwords, etc, I changed them earlier in the day, including the pin which she should not have known.

Possibly she initiated this transfer BEFORE you changed them. Were you with her when she made the transfer? Did you see what information she provided? Additionally, "should not have known" and "didn't know" are 2 very different things. Simply because she "should not have known" doesn't mean that she "didn't know" the password/pin.

TEDNYC49 wrote:
I also had the Verizon reset the website access so that anyone there would be kicked off. I just don’t get it.

All of this information is meaningless if she initiated the transfer BEFORE you did all of this. It sounds as if you and your wife had an argument. Possibly she foresaw the steps you took or were planning to take and beat you to the punch.

TEDNYC49 wrote:
Am very unhappy and leaving Verizon for good.

You should always go with the provider with which you are happiest.

TEDNYC49 wrote:
Whatever happened to photo ID?

People complain it invades their privacy. People complain it makes things inconvenient with photo ID. People complain you can't perform tasks online with photo ID. Not many people would be happy if you ALWAYS had to go into a Verizon corporate store to make account changes/phone purchases/etc...

Regardless, good luck with your new provider.:smileyhappy:

veryfrustrated0118

Did you read my response? I specifically said that if she is listed on the account as an account manager she only needed to show ID.

TEDNYC49

Yeah, I read it. Whatever. Good riddance [Removed] Verizon

profanity removed as required by the Verizon Wireless Terms of Service

Message edited by Verizon Moderator

TEDNYC49

And just where in all of this do you see me complaining that Verizon won’t let me have the information about who took the lines? I don’t care who has the numbers, or what excuses you or Verizon come up with. The bottom line is that I had the account and I had the right to do what I needed. Verizon broke their promise to me because someone gave them a good story. Sadly when a relationship falls apart and the spouse departs all your information goes with them. There is no way to stop that except requiring proper identification when making changes to ANY personal account. I did everything I could to secure the account but Verizon was given a story and they bought it.

Look, I’m done discussing this with you or anyone else who clearly never had a partner take your identity for a ride and do all sorts of things with it just because they could and wanted to hurt you. Come talk to me when you’ve had the pleasure.

Verizon_Support

Hello TEDNYC49,

I'm so sorry for any and all inconvenience in this matter. I've read through the thread and I understand what happened. In fact, it happened to me. When someone has a line of service on your account, if they know your password, then they are able to transfer the line into their name. This can be done by phone as well. I was just as surprised as you were when it happened to me. But the pin on the account is what can allow someone to take over a line (or in this case, two). Again, I really apologize for any and all inconvenience in this matter.

ChristinaB_VZW

If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Child Item