My name is Cody, and I am writing to report an extremely serious issue that has occurred on my Verizon account. Due to multiple failures and mishandlings by your fraud department, my wireless service has been suspended—despite my account being in good standing—and I have been subjected to repeated disrespect, disconnection, and a total lack of transparency or resolution. This issue has not only caused tremendous personal frustration, but has directly impacted my ability to work, as I rely on my phone service for my livelihood.
Earlier today, I contacted Verizon customer service to add an iPad to my account. The representative I spoke to was helpful, and the process went smoothly. I completed the order and submitted payment without issue. Shortly afterward, I received a notification that the order was being held pending identity verification. I immediately followed up with a phone call to provide the requested information.
Despite giving all the information I was asked for, I was told by the fraud department that my identity could not be verified and the order would not be released. I asked to speak with a supervisor, as this was unacceptable—especially considering the payment had already been processed and my account has no outstanding issues. Instead of being transferred to a supervisor, I was abruptly hung up on. Within minutes, my entire Verizon wireless service was suspended.
At this point, I had to leave work and return home to access Wi-Fi so I could call Verizon again, as I was left completely without service. I went through the verification process again, only to once again be disconnected mid-call without resolution. Not knowing what else to do, I drove to the local Verizon corporate store in an attempt to resolve this in person.
At the store, the representative on-site contacted the fraud department on my behalf and advised that I simply needed to submit a photo of my driver’s license. I was more than willing to comply. When asked to confirm the email address on the account, I provided the same email address that I used to set up the account, the same one shown on my MyVerizon app, and the same one that pulled up my account on the store employee’s screen. However, the fraud team claimed that email was “incorrect” and refused to send the verification link. Once again, I was disconnected.
The store manager then stepped in and attempted to advocate on my behalf. Shockingly, even the manager was hung up on by the fraud department—not once, but multiple times. At no point was either of us informed what information was preventing identity verification. We were not told what data point was incorrect, or what needed to be corrected. We were given no opportunity to fix the issue—just a blanket refusal with no explanation and no accountability.
I want to make it crystal clear:
• I have submitted all requested documents, including a valid, state-issued driver’s license.
• I have confirmed the correct email address, which matches what is listed on my account and was visible to the in-store employee.
• My account is in good financial standing. The payment for the iPad order was processed successfully.
• I have received no written or verbal explanation from Verizon as to what the fraud department believes is invalid or unverified.
• I have now been disconnected and hung up on repeatedly, including by your fraud team and customer service representatives.
This is not just a frustrating customer experience—this is a complete breakdown of process, professionalism, and basic service delivery. It is absolutely unacceptable, especially for a brand-new customer. I switched to Verizon just over a month ago after 15 years with AT&T, believing I was joining a more reliable and customer-focused provider. Instead, I’ve been treated as if I were attempting to defraud the company, with no due process, no transparency, and no way to resolve the situation.
I no longer care about the iPad order. What I care about—and what I require immediately—is the restoration of my wireless service. I use this line for work and cannot afford to be without it. Verizon has left me disconnected from my job, my clients, and my responsibilities with no legitimate reason and no accountability.
This issue must be escalated to the highest level immediately. I am asking for:
1. Immediate restoration of my wireless service.
2. A full explanation of what information is causing the identity verification to fail.
3. A written response outlining how this situation will be rectified and prevented from happening again—both for myself and other customers.
Please treat this matter with the urgency it deserves. I am prepared to escalate this further via regulatory channels, consumer protection agencies, and social media if a resolution is not reached immediately. I hope that will not be necessary, and that Verizon will take swift, professional action to correct this unacceptable failure in service and customer care.
Sincerely,
Cody
