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Digital Secure

Verizon has now charged me $5.00 per month repeatedly for 'Digital Secure' despite multiple calls and chats to have it removed.

It shows up as 'free' in my Account, yet keeps charging, and cannot be removed. The screen simply throws up an error when there is an attempt to use it. After hours on chat, the rep confirmed their web site is broken.

They created ticket # last time to avoid a repeating charge, and to have the service removed from my account. But -- it is BACK BABY!

I am posting here because last time I spent hours on chat, but of course my time is free. And iI wil note that if after an hour the chat dies, it is recorded as an 'abandoned chat' -- as was explained to me. They will not call back and claim request was cancelled.

So, Verizon, find the ticket, find the phone no which is xxx-921-xxx8, fix it and call me FOR a change. In the interim, I will be posting on this thread.

Comments

Verizon_Support

We will do all we can to find out what is going on with the Digital Secure, FC77. We are sending a private note to discuss the details.

-George

FC77

One month later, multiple private messages with tech/customer support (George, Sean, and Lorenzo) sent to me politely promising resolutions and updates and --- today, new bill shows up and of course, the charge is still there and accruing, and removal of app via web site still breaks.

But -- new twist, I found when responding to the private messages I cannot do so any longer,, because, according to Verizon web site when I press reply, I have "exceeded the number of private messages I am allowed to send"

Kafkaesque

Verizon_Support

I want to ensure you get the support you need, ASAP, FC77. We are here for support through this platform, and through social media (Facebook, Twitter, Instagram). Could you please send us a message through one of our other channels if experiencing this error here in private messages (Private Note)? We are standing by to help!

*Cheyenne

SAMSAL10

Cancel

Verizon_Support

We want to make sure that any concerns you might currently have about your service are clarfied. Could you please provide us with more details about yoru current concern?~Geo

TPetty

I'm experiencing the same nightmare. The $5 charge appears each month on my bill. I can't cancel it, because when you click on Services and Perks to manage it, it doesn't show that I'm even subscribed to Digital Secure Line. After 4 hours on 4 separate days of being on the phone with customer support - - I've received ZERO resolution. I went to 2 Verizon stores and they were unable to help too.

Have you had any resolution?

Verizon_Support

We are sorry to read that you're having this issue with your bill, as we know how important it is to manage your account, we'll be glad to help out. To better assist you, we will send you a private message.

~Freddy

Frogface2

April 2024 I'm having the same problem. According to our service information we do not show that we have it. But it keeps warning me that it's going to Bill me but there's no way to cancel it inside our phone service. It doesn't even show we have it inside the phone service. According to my screenshot I'm not even eligible to have it. I only have a couple more days before it bills me. Somebody needs to remove this.

Verizon_Support

Frogface2, we never want you to be billed for a service you're not using, and we're going to do everything we can to help you. We''d love to take a closer look at your account and make sure this isn't removed and you see no charge.

You can also manage your services using the steps outlined in this link to see if you're able to remove it: https://www.verizon.com/support/knowledge-base-206367/

~Jesse

foozballguy1

I am having the same problems. I asked them to remove it last year and still no resolution.

SynthpopAddict

To all: I've been confused about the Digital Secure app for some time, and am still not entirely clear about it. But this is what I've found elsewhere on the internet.

Digital Secure is something developed by Verizon and comes preinstalled on Verizon phones, so you can't uninstall it if you have a carrier phone. There at least used to be a free version of Digital Secure you could use, however, other information I've seen regarding perks on Verizon's webpage says Digital Secure is free only for the first month, and then it's $5/line afterwards.

Something elsewhere on Verizon's site says you can unsubscribe from Digital Secure by going into the app itself and finding out wherever the unsubscribe button or whatever is to stop getting charged, then you would go back to the free service which has less bells/whistles.

If you never want to use Digital Secure and have never activated the app, you can force stop it on your phone and then disable it. However, if you have an active monthly charge on your bill for it, this will not stop the billing.

Verizon_Support

Hello, foozballguy1. My apologies to hear of this, but help is here. I have sent you a Private Message for further assistance.

-Natasha

Verizon_Support

Good morning. we want to help with your digital secure. Please let us know when you're available so we can help.

~Jesse

TPetty

I had the ongoing issue of being charged each month. I couldn't unsubscribe from it using my phone app or logging onto my account with a computer. I visited a few different Verizon stores with zero resolution. In addition, I spent several hours each month speaking with Verizon support. I continued to be billed. I finally filed a complaint with the FCC for improper billing by Verizon. Within a week, the issue was resolved. I typically don't take such an extreme measure, however, Verizon kept dismissing my complaint.

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