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 has impacted both our wireless phone and home wireless internet service. This issue has not only caused tremendous personal frustration, but has directly impacted my job, cost us $300 in unexpected expenses due to our need to suddenly obtain wireless internet from another company—with the cost of new equipment, and it ruined my husbands entire birthday weekend.
When I was finally able to reach the fraud department, who had blocked our account for “suspicious calls” even though no one I have spoken to has given me any answers on what exactly these were, or what it was that caused them to suspect fraud, I was told to submit my ID for verification. I was directed to all these things that required internet and phone service despite the fact that they had just shut all of mine off. When I was finally able to use the neighbors wifi, the website I was directed to repeatedly gave me error messages. I had to wait until morning and then go to a Verizon store.
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 account would not be reactivated. I asked to speak with a supervisor, as this was unacceptable—especially considering our payment to open the account and for our carrier locked phones had already been processed and my account had 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.
All of this happened at 930 pm the night before my husbands birthday. We were left with no internet or phone service the entire night, and after 11 pm we could not even reach a human being on the phone. We never spoke to anyone in America or even in the Western Hemisphere.
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. I tried to give them my other email addresses and my husbands email address, as he is the other line but they continued to stonewall me.
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. Multiple times and with multiple representatives I have been told the decision is final but not given any reason why.
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.
• 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 patently unacceptable and it will not be tolerated.
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 under a month ago after 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.
What I care about—and what I require immediately—is the restoration of my wireless service. I use this line for work and to remain in contact with my parents who are out of state and dealing with health issues that I must be able to remain updated on. I cannot afford to be without it and I cannot afford to go to another company and pay for another phone and another connection fee. I already had to do that for our wireless internet since that was shut off as well. Verizon has left me disconnected from my job, my family, and my responsibilities with no legitimate reason and no accountability. And all of this happened at 930 pm on my husband’s birthday. Dealing with this issue has cost me hundreds of dollars, caused us to have to forgo and cancel all our plans for his birthday, made me late to work, and is now hindering my work responsibilities.
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.
