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Fraud Detection Malfuntion

I recently ordered a new iPhone 15, including a new phone line, through the Verizon website. After not receiving a notification that the phone had shipped, I logged in and looked to find the order on hold with no reason referenced.

Keep in mind that I authenticated through the Verizon website by receiving a message on my cell phone to a number listed on my account to place the order, and the order was being shipped to the address on the account.

I called customer service, provided the authentication they requested, and they stated that the order was flagged for fraud and transferred me to that department. After they determined that I was the account's owner, I was forced to prove my identity a fourth time by submitting a picture of my driver's license (front and back) and a selfie. The first attempt failed in the system, and I submitted them again. The second attempt succeeded, but the rep said both came through.

There are obviously serious issues with the system, and as a customer for almost 19 years, I find that this process is a failure and a disservice.

Comments

Verizon_Support

@J_Savage
wrote: I recently ordered a n ew iPhone 15, including a new phone line, through the Verizon website. After not receiving a notification that the phone had shipped, I logged in and looked to find the order on hold with no reason referenced.

We appreciate your feedback and sharing these details with us regarding your order. We certainly want to ensure that all of our customers have a positive experience when doing business with us. Thank you for allowing us an opportunity to receive your insights and feedback so that we can lift up your experience to ensure positive experiences for you and all of our customers in the future. We hope that you enjoy your new iPhone 15 when you receive it.

-Andi

J_Savage

First, I can't be the first person that has experienced this issue. Secondly, the phone was delayed from the promised two-day delivery date. Lastly, when designing automated systems, wouldn't it be a good idea to have the logic consider a customer who had authenticated with the Verizon website, verified with a phone on the account, and shipped to an address on the account not being flagged for fraud?

Verizon set the expectation of two-day delivery and failed, did not notify or offer a reason why the order was held on the website, initially sent the fraud notification to the wrong address (not the one on the account), and if I had not called Verizon, the order would have been canceled. Is this how long-term customers are generally treated?

J_Savage

I didn't expect a scripted answer in reply. Has a case been created? What is the case number? Has the case been assigned? What is the expected time for resolution? Are there other users affected? Has the issue been escalated?

Polo0913

I'm having the same issue. Was your issue resolved

Verizon_Support

Happy Monday! We are sad to see you are encountering service issues. Our goal is to offer the support you need. Please elaborate, what exactly is going on?

~Gilbert

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