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Fraud Department

So I recently purchased 2 IPhone 16 plus for my son and soon to be wife, and when they received the phones, they had no service on them. I called the fraud department multiple times last night and even this morning to verify my info over the phone countless times and every time they tell me "sir, due to the information you have provided, we are not able to lift the suspension on your devices". ARE YOU SERIOUS RIGHT NOW!! Verizon please deal with this immediately because I'm a new member of Verizon and I'm already wanting to move carriers. Makes no sense

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Chrisfjj

I’m a new customer coming from T Mobile in November 24. Stuck in fraud protection after placing an order with a Verizon representative. The Representative noticed that the order was not going through and said for me to call fraud protection. She said it would be taken care of and we can finish the order after fraud clears the issue. None of that happened. Fraud put my account on restriction and the order was cancelled. Fraud will not help you or give you a reason the account is restricted. I called several times and Fraud still will not clear me account. Very frustrated and disappointed with Verizon. The Verizon store representative can’t even help.

squatch73

I'm having this exact same problem. I was in the middle of talking to fraud dept on the phone and my service was disconnected mid conversation. They say they cannot give me any information due to customer privacy. I'M THE CUSTOMER!!!! I went to the store with my drivers license, SS card a utility bill, my CAC and everyone says there's nothing they can do and cannot provide any information. This is the most horrible handling of a problem I've ever encountered. How is it possible to run a business with such an iron fist to the point that a person cannot even prove they are not at fault????? Verizon needs to seriously look at their policies and have a customer advocacy department instead of being forced to talk to someone on repeated phone calls who only says sorry we can't tell anything or how to fix it.

Verizon_Support

Hello squatch73, this is not the first impression we wish to make. We take customer privacy and security very seriously, once an account is flagged by our Fraud department we are completely limited on what we can share. We suggest reaching out to ou Fraud department at 888-483-7200 from Sunday-Saturday 8:00AM-12:00 AM ET.

~Brian

squatch73

I've already reached out to them. They say there is nothing they can tell me. How in the world is possible that I can be accused of something (I haven't even been told of what) and not be allowed to prove my innocence? As I said I can take all of my identifying documents in to prove who I am. Also they said I need to return my phones when I spoke to them and I asked them how and never have gotten an answer as to how to return them. No communication what so ever

squatch73

Do you have any suggestions on how to get past the 1st level gate keepers that only say we can't tell you anything so that I can get to someone who will actually try to resolve my problem?

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