Child Item

Site Totals

61201 Questions Answered 267 Categories

Identify Verification New Customer

I’m a new customer and extremely disappointed in how this has been handled. My order was cancelled by the fraud department because they “couldn’t verify my identity,” despite me submitting the requested documents and clearly stating I was happy to provide any additional information needed.

I spoke with both a representative and a supervisor, and frankly, the interaction was frustrating. Both were rude, dismissive, and completely unhelpful—offering no clear explanation and refusing to answer even basic questions. When I asked what else I could provide, I was shut down with snappy responses and no resolution.

To make matters worse, I already paid, and now when I try to return to the verification link (which my email states I have until 4/12 to access), it’s showing as expired.

Is anyone else experiencing this? This has been incredibly upsetting as a new customer, and honestly, I’m questioning how Verizon treats people who are just trying to get started.

#VerizonSupport #IDVerificationIssue #CustomerExperience #NewCustomer #VerizonHelp #FraudDepartment #AccountVerification #OrderCancelled #UnacceptableService #DoBetterVerizon

Comments

Verizon_Support

Hi Cyph-89, we defintiely want to assist in any way we can. While we want to make sure we are keeping our customers protected it does sometimes take extra steps with the verifications. As a new customer to get past the fraud review you would need to work directly with that team and they can be reached at 888-483-7200 Sun-Sat8:00AM - 12:00AM ET -Kaye

Cyph-89

Thank you for the response, Kaye.

I truly wish I could say I felt supported, but unfortunately, both the rep and the supervisor I spoke to were extremely rude and completely unhelpful. I explained that I was more than willing to provide any documentation needed, including bank statements and paystubs—but I was met with snappy responses, no guidance, and zero patience.

I am now left without a phone, without service, and out $115.50. I can’t even begin to express how shaken I am by the way I was treated. As a new customer, I did everything I was asked and was fully accommodating, only to have my experience dismissed entirely.

Is there an escalation email or a formal contact where my case and account can be reviewed properly? This should not be how a company like Verizon welcomes new customers. I’m genuinely shaken and deeply disappointed by this entire experience.

Please point me to someone who can take this seriously.

—Taylor

Cyph-89

I’m following up on my original post because what unfolded was not just a flawed customer service moment—it was a masterclass in negligence, emotional disregard, and unchecked incompetence.

Per Kaye’s advice, I called the Fraud Department again today. Two different representatives—professional, calm, and actually helpful—reviewed my file and confirmed what I already suspected: everything the prior rep and supervisor told me was wrong.

Let that sink in. I was denied, dismissed, and met with hostility because two individuals not only refused to help, they fundamentally didn’t understand their own role. And yet they were granted the authority to make final decisions that have real consequences.

I was—and still am—without a phone, without service, and out $115.50. I was fully cooperative, willing to provide bank statements, paystubs, or whatever was needed. Instead, I was met with blank denials and an unearned arrogance that made it abundantly clear: “job security” doesn’t always mean “job competence.” The person on the other end of the line may have access, but that doesn’t mean they have the intelligence, awareness, or emotional bandwidth to wield it responsibly.

And that’s the part that cuts the deepest—because I’m certain I’m not the first person they’ve treated this way. And I doubt I’ll be the last. You never know what someone is going through on the other end of the call, and to choose carelessness, cruelty, and complete disinterest in that moment? That’s not just poor service. That’s character-defining.

The two women I spoke with today? They apologized. They acknowledged the wrong. But because of the reckless denial processed yesterday, I now have to start over, spend more money, and wait for a refund. This isn’t just a mistake—it’s avoidable harm, caused by two individuals who should not be in a position of customer-facing power.

This will be investigated. And I will ensure that what happened to me is documented, escalated, and addressed.

To the two who handled my case with dignity today—thank you.

To the two from yesterday: you’ve reminded me why accountability matters more than ever.

—Cyph-89

#VerizonAccountability #CustomerJustice #FraudDepartmentFail #NewCustomerExperience #DoBetterVerizon #ServiceMatters #DigitalCivility #VerifiedButDismissed #HoldThemAccountable #ThisIsNotSupport

Cyph-89

UPDATE to this terrible SAGA:

Adding another layer to this already unbelievable situation:

Not only has Verizon’s Fraud Department blocked activation of my new line — despite me supplying all required documentation (this time I went to the store as told by the Fraud Supervisor I spoke to yesterday) — but now Verizon cannot even locate the paid service I purchased.

Yes, you read that right.
I paid for a new plan.
They took my money.
And now Billing can’t find it.
Customer Service can’t find it.
Even the in-store sales rep who sold me the plan can’t find it.

I’ve received no cancellation emails. No confirmation. No explanation. The only email I’ve gotten was one I had to request — and it just told me to call Fraud again. And when I did? The same scripted response:

“Sorry, we can’t disclose anything. We can’t tell you what we need. We can’t give you an update.”

What makes this worse is that I’m a brand new customer. This is my first impression of Verizon — and it has been a disaster. I’ve spoken with eight+ representatives TODAY on my lunch break, and every time I’m transferred to Fraud, it ends the same way:
“Sorry, we can’t disclose that. Policy.”

Today, I finally asked:

What makes Verizon’s fraud department so uniquely impenetrable that even your own reps can’t tell a paying customer what’s needed to complete identity verification?

Banks, medical systems, even federal agencies have more accessible protocols. When a bank detects fraud, they ask questions only you would know. You answer. It gets resolved. Simple. Efficient. Human.

This?
This feels like being managed by an algorithm wrapped in red tape — cold, inaccessible, and completely devoid of care. Even the sales rep in the store was speechless, visibly shocked that there was no way to intervene on my behalf.

At this point, I’ve exhausted every internal channel. Today, I’ll be:

Filing a formal complaint with the FCC
Contacting Verizon’s executive relations team
Continuing to document and publicly share this experience

This isn’t fraud prevention. It’s consumer obstruction under the guise of policy.

If you’re going through this too:

Document everything
Push back
File the complaint

We all deserve better.

I'll keep you posted as this unfolds.

#VerizonFail #FraudDepartment #NoCustomerService #ConsumerRights #FCCComplaint #TechAccountability #NewCustomer #DoBetterVerizon #TelecomTransparency #VerizonExperience #VerizonSupportFail #WeDeserveBetter

Verizon_Support

We are still with you, and wanted to see if you still needed assistance. If so, please let us know, we would love to help.

~Pam

Cyph-89

Hi Pam,

I’m very interested to see what you have to say—especially considering the disjointed nature of the experience thus far.

I’ve now spoken with multiple departments, each with conflicting information, none of which aligned with the silence I originally received from the Fraud team. My order was cancelled without a single outreach attempt, and the refund I was told would be issued… still hasn’t been. Add to that the fact that no one can tell me what documentation was allegedly “missing” to begin with, and I think it’s fair to say I’ve earned a comprehensive explanation at this point—not just apologies.

So yes, I still need assistance. But more than that, I need resolution, transparency, and restitution for the time, money, and energy this has cost me.

Looking forward to what you have to offer.

– Cyph-89

Cyph-89

To the Verizon Community,

I’m writing today as someone who has officially filed a complaint with the FCC regarding Verizon’s Fraud Department. What I’ve experienced is not just inconvenient—it’s systemically harmful. And based on the volume of recent forum posts, I’m far from alone.

What makes this even more concerning?
This was my first-ever experience as a Verizon customer, and it has been nothing short of alarming.

Here’s what has unfolded:

I paid $115.50 and placed an order.
I received only three emails total:
1. An order confirmation
2. A vague identity verification request
3. A cancellation email—with no mention of a refund, no timeline, no confirmation—just a suggestion to call 888-483-7200

That number, as many of us here know, offers little more than endless transfers, vague deflections, and representatives who refuse to provide clarity.

Today, I called again and asked for written confirmation of my refund. The fraud rep stated they could not confirm whether the refund had even been processed. I told them—on a recorded line—that no such language exists in any of the three emails I received, and that I have no way of knowing where my refund stands. I was told to “just know” it would happen in 5–7 business days. A previous rep said 7–10. Neither timeline appears in writing.

Let’s be clear:
I’ve been the one initiating every step of this process. I’ve made the calls. I’ve gone in-store. Even the Verizon sales rep I spoke with was visibly shocked at how opaque and dismissive the Fraud Department has been.

I am not against strong fraud protocols. But when those policies are used to stonewall actual customers, refuse basic refund confirmation, and avoid written documentation, that’s not protection—it’s evasion.

I do not trust the Fraud Department.
And I’m starting to question whether Verizon as a whole operates in good faith.

Other major institutions—banks, healthcare networks, government agencies—handle fraud prevention in under five minutes, with transparency and respect. So who exactly does this department think it is? Because they are not above consumer law.

I am currently reviewing Verizon’s policies against federal and state consumer protection laws, including:

FTC Section 5 (UDAP) – Deceptive practices
Electronic Fund Transfer Act (EFTA) – Lack of refund disclosure
Truth in Lending Act (TILA) – Failure to communicate financial terms
Red Flags Rule – Misapplied fraud protections
State consumer statutes requiring refund disclosure and documentation

I’ve filed with the FCC, and I’m preparing complaints for the BBB, FTC

And to be clear:
I am prepared to pursue all available channels to ensure this behavior is exposed and addressed.

If you are another customer who has experienced:

A canceled order with no refund confirmation
Refusal to explain or provide documentation
Conflicting answers from reps
A complete lack of follow-up communication

You are not alone. I urge you to document everything and speak up.

We are paying customers. We follow the rules. We act in good faith.
And we deserve to be treated accordingly.

– Cyph89

#VerizonFraud #ConsumerProtection #FCCComplaint #RefundTransparency #VerizonAccountability #FirstTimeCustomer #FraudDepartmentFailure #DoBetterVerizon #KnowYourRights #CustomerJustice

Cyph-89

UPDATE: Following my formal complaint to the FCC, I am now engaged in written correspondence with Verizon Executive Relations. While I appreciate the refund that has been processed (finally), I must emphasize that the core issue remains unresolved.

At the heart of this matter lies a policy framework within Verizon’s Fraud Department that appears to prioritize procedural opacity over customer access. Despite repeated outreach on my part—both before and after escalation—no representative has been able to clearly state:

What specifically triggered the fraud flag,
What documentation was still required, or
What steps could be taken to resolve the issue.

Instead, I was directed in circles: call logs, store visits, scripted responses—no resolution. And even now, after Executive Relations has stepped in, the suggestion remains that I “contact the Fraud Department” as if that avenue has not already been exhausted.

I have done so, thoroughly.

The internal contradiction is plain. If privacy is the cited reason for withholding information from the customer, how then is any resolution possible when neither the customer nor their representative can access the file? This creates a closed circuit of deflection, where no one holds authority and the customer is held in indefinite suspension.

This is not simply a customer service lapse. It represents a consumer protection issue worthy of regulatory review.

Under 15 U.S. Code § 45(a) of the Federal Trade Commission Act, unfair or deceptive acts or practices in commerce are declared unlawful. Furthermore, the Fair Credit Reporting Act (FCRA) mandates that consumers have the right to access information collected about them and to dispute inaccuracies. Denying customers access to their own information, especially when it affects service eligibility, is a direct contradiction of these protections.

This experience is not isolated. Numerous customers have reported similar challenges, indicating a systemic issue within Verizon’s policies. As a professional responsible for developing policies and procedures that uphold transparency and fairness, I find it imperative to advocate for practices that respect consumer rights.

I am currently awaiting Verizon’s full response via Executive Relations, which will determine the next course of action I pursue—up to and including further filings with the Consumer Financial Protection Bureau (CFPB) and the Texas Attorney General’s Consumer Protection Division. This issue is no longer just about one account. It is about policy, transparency, and the systemic denial of basic consumer rights.

I remain committed to pursuing this matter through appropriate regulatory channels to ensure that consumer protections are upheld and that such practices are scrutinized and addressed.

Respectfully,

#Verizon #FCCFiling #ConsumerRights #PolicyTransparency #AccountabilityMatters #DueProcess #FraudDepartmentFail #RefundDelays #ProtectTheConsumer #CustomerJustice #SystemicFailure #VerizonAccountIssue #StandForSomething #EscalateResponsibly #FraudProtocolReform

Verizon_Support

Cyph-89, we hear you loud and clear. This is certainly not the experiencer we want you to have when reaching out for support as we understand your time is very important. I am confident we can provide you with a solution. Let me send you a private message to continue providing you support.

-Art

Cyph-89

Hi Art—I acknowledge receipt of your message and the tone of reassurance it intends to convey. However, l must formally address the structural failure at the center of this matter.

You note confidence in providing a solution. I respectfully submit this query: By what mechanism?

Executive Relations, prompted not voluntarily but by the lawful outreach required under federal regulation via the FCC, is already in written correspondence with me. I have not spoken with them by phone because every step of this process must now be documented. This is not precautionary—it is necessary.

To recommend, again, that I engage with the Fraud Department is to recycle the very cycle of opacity that caused the procedural injury in the first place. What that department does not offer is resolution. What it does offer is silence, denial of consumer access, and the kind of stonewalling that suggests policy is being used not as protection, but as a barrier to accountability.

Please note:

I have followed every directive, provided every document, and taken every call.
I have been sent in circles with no access to my own file, no explanation of the “concern,” and no lawful means of engagement.
I have now witnessed, within this very forum, a chorus of similarly harmed individuals echoing this same lived experience.

This is not a customer support issue. It is a systems governance issue.

So if a solution is truly to be offered, it must rise above template responses and internal silos. If not, I will continue moving through the appropriate legal and regulatory channels. The FCC has responded. Others will follow.

I remain willing to engage—but I will not be redirected into an echo chamber.

Respectfully,

Taylor

Chingala

I believe that there is no actual oversight of this corporation, and they have created a system that allows for internal criminal operations to use anything and everything they possibly can to inflate their own numbers to make money. How many customers have their ISP and DNS servers listed as Verizon Business? If you do, then you are most likely enrolled in an internally managed malicious MDM that has complete control of your device, and what “representives” you communicate with. Asurion is in on it to and that is how they initially enroll your device into the MDM, through the device protection plans that get automatically enabled for any device you finance through them. All my Asurion welcome letters have come a month late, with the envelope ripped just enough to scan the QR code account activation code. Random glitches in your documents history with multiple line items with the same connection errors not letting you view your information? Check your old initial bills if you can still find them when they first activated your line to find that they’ve changed your finances device to a BYOD upgrade from the same devices IMEI2.

I’m filing complaints to all those orgs as well, this has cost me so much time and money i don’t think I will be signing any phone contracts ever again.

Willoames22

Yes I and my ex wife have went through the same exact thing as you I'm so glad you filled with fcc it's like they don't care if they get new customers and when they respond on here it's a joke too call the fraud department that's been done a bunch of times now what Verizon I mean now what your fraud department does nothing it's a waste of space time and money they do nothing to help anyone this is just ridiculous and for all the high phone bills we pay to them and this is the best you all can do like seriously why everyone goes to straight talk no identity verification needed at all it's a dang cell phone not a bank loan !!! You all are going way overboard with how complicating this has to be and Bravo to you sir for taking a stand you might not know it but you represented me as well when you did this thank you so much

Willoames22

LeahLunaMom

I am dealing with this RIGHT NOW! WOW, the only reason I am even considering coming to Verizon is AT&T gets no signal where we moved to. I have been with them since the 90s!

I have been on the phone/chat for over 3 hours! Moving my entire family over (6 lines) and Verizon doesn't seem to care AT ALL! My order was completed. Then all of a sudden my identity isn't verified. Are you kidding me? Quit outsourcing your customer service! It's horrible.

They are "supposed" to email me a link to upload documents. That was 30 minutes ago and I have received nothing.

I have never had such a horrible experience! Now I have to get my money back on this top of this nightmare. PLEASE DO NOT go to Verizon if you do not have to! I am trying everything else to NEVER use this company.

Verizon_Support

I know how stressful moving already is, for you to then have no service at your new home, and then having issues switching to Verizon, LeahLunaMom. I know how valuable your time is, and it sounds like our Fraud Prevention Team is requesting additional verification regarding this order. If you have not yet received that email to submit the requested documents, you can reach our Fraud Prevention Team directly at 888-483-7200 daily from 8am - Midnight ET.

-Joseph

Amreshr1007

I’I’m going thru the same issue. I’m frustrated and deeply saddened with the Verizon customer service support, store support and especially fraud suppprt. None of them could help. This is outrageous

Janee6

Ridiculous I’m going through the same exact thing ! @vzw_customer_support
this is not a way to treat new customers

Verizon_Support

We are here to help. Sending you a Private Note now.

-Cryssie

Child Item