It is sad that after weeks of trying to contact Verizon and resolve an apparently well known and common issue I am left with a forum rant as my last recourse to plead for help from Verizon. Whats even sadder is the complete contempt Verizon has for their customers and the community that is forced to suffer their poor service. I have researched this issue for a couple months now and the internet is FULL of consumers with this same exact story (on this same exact forum at that) as I am about to tell: Verizon's broken CNAM system, countless incorrect caller ID listings, and Verizon running customers in a circle and denying that the problem exist.
So here goes...... I am a VoIP phone engineer for an international services provider with hundreds of phone numbers served by a well known and reputable SIP provider. We have had our numbers for decades and make 100s of thousands of calls a year. We can make calls to clients with AT&T, T-Mobile, Cableone, Comcast, or any number of other phone carries without issue but when we call a client with Verizon service the Caller ID information for a completely unrelated doctors office is displayed across our clients' ( Verizon customers) screens. We have reached out to Verizon's customer support number, business customer support number, emailed the executives here (https://www.verizon.com/about/our-company/executive-bios) and filed complaints here (https://voicespamfeedback.com/vsf/) and we are always disregarded or ignored completely. Every interaction with any level of support always results in the same copy and paste cookie cutter replies denying any responsibility for the issue and telling us to contact our carrier. Our information with our carrier is correct and caller ID is accurately reflected when calling phones with every other carrier accept for Verizon so it is clear that it is 100% a Verizon issue, But Verizon reps can not wrap their heads around it. Verizon support is horrible and they have no path to resolve this well known issue that potentially cost businesses 100s of thousands of dollars a year and that is not hyperbole. With the 100s of thousands of calls made every year, if inaccurate caller ID cause us to miss just 1000 sales or renewals at $40 to $200 each the potential loss really adds up.
Its sad to navigate all the threads that pose this exact complaint and watch the Verizon reps try down play the issue or pretend that this issue doesn't exist.
https://community.verizon.com/t5/Other-Network-Discussions/How-to-Correct-Clear-the-Verizon-CNAM-Database-for-Google-Voice/td-p/1250365
https://community.verizon.com/t5/Other-Network-Discussions/CNAM-Database/m-p/1698747#M133548
https://community.verizon.com/t5/Other-Network-Discussions/CNAM-database/m-p/1209042#M121986
https://community.verizon.com/t5/Other-Network-Discussions/CNAM-database-Verizon-entry-incorrect/m-p/1698098#M133485
