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Order canceled by Fraud Department

I have been trying to order a phone for over a month now. I placed a order online and the order went through then was cancelled by the fraud department. I called and was told to place the order again that everything was clear. So I did and the same thing happened even after I spoke with the fraud department and answered the questions. So I tried telesales order went through I was told it would ship. Then I waited about 4 days never heard anything so I contact Verizon Customer Service. They could pull up the order but Surprise saw the Order was placed on hold by the fraud department. I was sent there and was told it would be a automated call to answer questions. I got a rep that was rude and told me I would have to go to a store that there department had cancelled my order. I explained I don't have a store within a hour in any direction. She didn't care. So I placed another order a week later. Everything went through and then it started again. I called. Credit department cleared me, FRAUD department cleared me, sent be back to customer service they couldnt find the order but could see where I was cleared. They told me to call back in a hour and they should be able to pull it up. So I did and wow got transfered back to the fraud department who told me once again that I had to go to a store. I then asked that I speak with a supervisor as I was tired of the run around, and there was not a store close to me. They said one would call me within 24 hours. I am still waiting on that call. There is not a store near me there has to be a easier way than to keep getting this turn around from you.

Comments

Verizon_Support

Hello saranolin1!

I'm so very sorry to learn of your experience when ordering a new device. It should be a great time, so I can definitely understand your frustration when it comes to the orders being cancelled by the Fraud Department. Were you ever given a reason as to why they kept getting kicked back by this team?

When it comes to this type of situation, I don't have the information that the Fraud Team would have, in order to help you. I would recommend calling this team back and asking to speak with a supervisor. If four orders have been cancelled by this team, I'm sure that a supervisor can find a reason and a resolution for you.

ChristinaB_VZW

VZW Support

Follow us on Twitter @VZWSupport

saranolin1

No I have never been given a reason as to why. Like I said I answered the questions they would clear me. I would call back in after I realized the item had not shipped and that rep would say I have to go to a store. I literally don't have the gas to go to a corporate store. I am just trying to get a few phones and possibly a tablet for my home. I am however, becoming very disscouraged with the whole process. I even got a email saying I had been approved for a new smart phone. But, again nothing by the time I get to the fraud department. I just don't understand it.

unknown

http://www.T-Mobile.com

Why bother killing yourself? If you are a customer with an established account this should not be happening unless you have had missed payments. If you are purchasing via credit or debit card there should be no fraud hold unless the bank says there is questionable activity.

Now if you are attempting new service and new purchases they have to be done at the store. Or an authorized retail location.

You need identification for all these transactions.

That requirement will not be changed over the phone. In fact no provider will open an account without proper documentation.

Good Luck

saranolin1

Your wrong my son used to work for Verizon Wireless. Even he is in shock. People order phones from them online or over the phone on all the time. Trust me after the hassle I have had with Verizon I would try a different company but they are the only one who picks up where I live.

saranolin1

Ok so let me give you my update of my fun time last week with Verizon. After I contacted the Fraud department they cleared me, advised me to contact another number to continue with my order I did. They cleared me. I have been having issues walking so before I even went back to Walmart I called to make sure everything was good and there was no deposit. The lady told me yes everything was good all I had to do was go pick up my phone and get setup. Great Right???? Wrong!!! I got there and Walmart has to run a new app everytime. They ran it but this time it came up with a 400 Deposit. He called and explained that everything was clear. So he spoke to credit in front of me they cleared me, sent him to activations they cleared me. He had to run a new app again same issue he gives me a number to call. I am calling them while he is on the phone with credit. We are getting no where. So my legs are trying to give out I apoligize to the rep and advise him I am going to go home and try and call them again for the 8th time that afternoon. So I call and get put to telesales. They tell me that the 400 Deposit is correct and can't explain while I was told everything was good. It is not the 400 Deposit that bothers me I just can't do that for 3 new lines of service. What bothers me is the complete run around from All these different people expecially when one rep states that Everything is clear and there is no deposit and the next department says there is. All I am trying to do is get me and my husband a phone as we are not in the best of health. I am going to have to go with a different company I see that now.

saranolin1

Oh and to add to that. The telesales department said they saw where in June I was approved for no deposit. But that I never got a phone. That would be because of my run around with the fraud department. The only place I have used my credit for since that time was Verizon because of the new credit apps ran by Verizon every time I was told to reapply and I should be fine it has now caused a deposit to be needed. Isnt' that great

Verizon_Support

saranolin1,

I apologize for all of the frustration that you have gone through recently. When you were at Walmart were they able to reach the activations department to advise of the deposit? We want to make sure that we get you set up with your service?

RobinD_VZW

Follow us on twitter @VZWSupport

saranolin1

Yes they reached the activations department who I also talked to and said I was clear. Activations is who I called and asked before even going to Walmart the second time. I asked was there a deposit as I have not been walking good and if there was I could not get out right now. They said No everything was good just go pick up my phone

saranolin1

I am just so confused by this constant run around between credit, fraud everybody else. How, I could be approved a few months ago then had to contact fraud who cancelled the order got everything cleared, reapply now You all want to charge me 400 per line. After, being told I was clear it just doesn't make sense to me.

saranolin1

Order canceled by Fraud Department

saranolin1

Apparently you all are as confused as I am about this!

saranolin1

Good Day I am still trying to figure out how I could be approved a few months ago for a phone with no deposit. Do everything you tell me to do, and now you tell me there is a deposit. The run around is getting old. I just need someone to explain this to me. But, no one seems to have a answer. They show where I was approved for NO DEPOSIT but that's all they say and they tell me now that everything has been done there is a deposit.

saranolin1

This is a joke.....I waited two weeks before posting again...but just like calling in no one has any answers..

unknown

I have been following this thread from the beginning.

You said a relative worked or works at Verizon and gave you information.

I told you that a deposit would be required. You keep asking the same question about " Why did Verizon say no deposit was required, and then say it is required"?

Pay the deposit, or as I also told you get a prepaid device from Walmart etc. Pay $40-$50 a month and unlimited everything and no deposit.

That is the only answer that can be given.

Good Luck

senthilprabu

I think it is a scam by Verizon themselves. They ship your product to someone else in a hurry and cancel yours. This way they get additional week to ship yours. They did that with wife 3 times. They have done it once with me now.

Verizon customer care know this very well and they play along till you tell them to call their supervisor. I got the confirmation that it will be shipped on 2/21. On 2/21, I get the email stating my order cancelled. you will notice customer care will be hostile. now they say it is processed. I will get another email stating that you shipment date is 2/24 something like that.

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