Hello, I need some advice please. Verizon’s system error created a collection that’s now wrecking my credit right as I'm applying for a mortgage on my first house. I keep getting in touch with customer care representatives that tell me they're resolving the issue and proceed to transfer me to collections who transfers me back to verizon. No one is helping resolve the issue at all.
Timeline:
- Nov 6, 2025: Tried to move 5 lines from AT&T → Verizon via online portal. Portal kept crashing while adding payment. Got an email saying the order was not processed because payment didn’t go through.
- Nov 8, 2025: Went to Verizon store, opened the 5 lines correctly, got the right devices.
- After that: Verizon’s system STILL shipped 2 extra phones tied to the failed online attempt. Porting then failed because Verizon had IMEI/device association issues. We were without properly ported numbers for ~30 days + countless calls.
- Verizon eventually admitted the mishap and told us to ship the 2 extra phones back using their labels (they said no in-store return). We returned both.
- Jan 2026: My score dropped hard (~810 → ~690). Found Verizon reported a collection on Equifax + Experian.
- The “bill” was under a separate Verizon account number I could not see in my online portal, so I never saw/paid/disputed it online. Verizon closed the wrong account after receiving the phones back… but still sent it to collections.
- I've since January 30th have called and begged verizon customer care to help me resolve this. I have a literal mortagage to apply for that I'm now going to lose out on because of Verizon's system negligence.
- Called Verizon ~20 times. They keep saying it’s fixed but it’s still reporting.
Urgency: My house offer was accepted and I’m applying for a mortgage this week. Verizon has promised for 3 weeks they’ll remove it and hasn’t. I’ve kept spotless credit for years and now Verizon’s negligence might cost me my dream house. I've been crying all week now because the situation is so frustrating and I've waiting for so long to find a house, and now that I've found one, if it isn't sorted within this week I'm going to have to let go of it.
