On 6/17/2023, my fiance, in-laws, and I went to our local Verizon to get off other accounts and onto our own account. After transferring our lines and verifying my credit multiple times, the account was successfully made. Afterward, I went to upgrade my device and the representative said that after all that, now I have to confirm my identity with an ID and bill in order to continue- which he was confused as to why we had to do this after already making an account. At this time, I could not complete the form because it would not take screenshots of previous bills ( it needed to be a physical paper copy). Fast forward to today and I bring a bill in, our representative gets on the phone with someone to confirm my identity. I submit the required documentation and it successfully goes through - the guy on the phone hung up without finishing helping us due to "high call demand". We then call another person and she says she was unable to confirm my identity with the documents provided and could not give me any answer as to why We call and get a hold of a superintendent and our physical representative said I was flagged as fraud - so every person we got a hold of including the superintendent said the same thing over and over again line for line. Now our account is suspended and our phones do not work. Our representative at the store was amazing and super helpful in trying to help us. I do not understand what I did wrong and/or what I need to do to disperse and correct the situation. My Fiance and I are heading to the store in the morning to discuss everything with the manager and try to fix it but we could use some guidance or any answers. Thank you in advance.
