I have had the absolute WORST experience with Verizon. I was trying to set up new service with them on 3 lines. Everything went through great....at first. I put my order in on Tuesday morning. Tuesday night, I received an email asking to confirm my identity. The fraud dept marked my name as fraudulent after I did that because I put my new address on my order that I just moved to. I had to wait until Wednesday to contact the fraud department to try and clear things up and let them know I just moved. They told me I needed to update my driver's license and submit a bill to them with my name and new address on it. Despite just having major foot/ankle reconstructive surgery (Mind you, I can't even walk right now at all), I went to the DMV, sat in a chair miserable and in horrible pain, and I updated my driver's license. Once I did that, I sent them the pictures of my updated license with my new address as well as my homeowners insurance bill that has my new name and address on it (THEY told me that would work). After that was said and done, they still marked me as fraudulent and told me I had to wait 3 days to "try again". I don't have 3 days because I had already cancelled my services with my previous carrier. The initial email I received said my phone would be here the next day and they couldn't be bothered to send me the other email until way later in the evening. I am now without a phone because this ridiculous situation. I literally cannot communicate with my surgeon and my caregivers who are helping care for me during this already incredibly hard time. I ended up going to an actual Verizon store and all they did was call the fraud dept on their phone and then handed it to me to talk to them which I had already been doing at my house, and I didn't have to go out to do that. That was absolutely no help. The 3 people we spoke to were incredibly rude and incredibly unhelpful! We come back home and called again but this time, I asked for a supervisor. The guy on the phone was HORRIBLE to me. He refused to let me speak to the manager/supervisor, refused to even help me, and then he HUNG UP ON ME! I ended up talking to one person who claimed he got everything fixed and that I can go into the store and get phones. I went to the Verizon corporate store and the lady who helped us truly tried to help us. She ended up having to call the fraud department because NOTHING was actually fixed. While on the phone with fraud, she tried to do everything to get them to take the flag off. She even confirmed she saw my DL and was looking at me in person and could confirm my identity for them. Apparently, that was NOT good enough for them. When I asked why it was flagging now since I did EVERYTHING, they told me to, he said that he could not tell me because it was private customer information. I said I AM the customer you are speaking of. He flat our refused to tell me anything. The lady at the store even told him I WAS the customer, and he still refused to tell me anything. I spoke to probably 20 different people and went to 3 different stores in total and got NO HELP!!! It's not even that I wasn't approved for the phones because I was - with no deposit needed. The entire issue they have is because I moved. I am literally trying to give Verizon my business and purchase 3 iPhone 16 pro max but clearly that means nothing to Verizon. The customer service and fraud department are laughable. They are incredibly rude, not at all helpful in any way/shape/form, and they are causing Verizon to LOSE business! I know I am NOT the first person this has happened to for an absurd reason! Apparently, Verizon doesn't care if they get my business or not. Not sure how that will go for Verizon considering you NEED customers to have a business and clearly you don't want customers. It's also VERY clear that the employees at the call centers REALLY don't want Verizon to have business! It's been the 3 days, and I decided to reach out to see if it would work now since it's been a few days and my address has been fully updated. NOPE!!! Same ridiculous issue. At this point, I give up. Verizon clearly doesn't want my money. Therefore, I will take it elsewhere to a carrier who DOES want my business and one that CARES about their customers! Just do better Verizon! I jumped through all the ridiculous hoops you put me through all while trying to heal from major surgery, but I guess the joke is on me because they weren't going to do anything differently this time around. Thanks for putting me through absolute horrific experience for NOTHING!!!!! I sincerely HOPE high up people in Corporate SEE this message! I suggest you start by firing all these horrible people who are directly causing Verizon to lose a LOT of new customers and a lot of loyal customers!!!!
