Unable to log into my Verizon account due to incorrect Secret Question

[MalGV]

Hey folks,

So I just got a brand new iPhone but am unable to send or receive texts or calls. I am told I need to "verify" it, I guess with my carrier. So I have been trying to log into my Verizon account and while my email and password are fine, I am asked this "Secret Question", which I never even set up in the first place. So I just went ahead with "Forgot Answer" and set up a new Secret Question.

Well now every time I've tried to log into my account, the website keeps asking me the wrong Secret Question. They keep asking me about a favorite restaurant, while my real question is different.

Thinking this was an error with my browser (Firefox), I switched over to Safari and when I tried logging in each time it gave me a different Secret Question. So I of course I kept re-logging in until I came across the question I have registered to my account. However, when I put in my correct answer, I am told that "The information you entered does not match the information we have on file." Are you kidding me?

This seems like a major bug with the site. Has anyone else had this problem?  What do I do?

Thanks in advance!

[vzw_customer_support]

I'm so sorry for the difficulty you are experiencing in accessing your account, MalGV! We are here to help, and we know how important it is to be able to access My Verizon. If you click "forgot password" instead, are you able to reset your password to gain access to your account? This will allow you to log in, and after getting on the site, you will be able to update your secret questions. Keep in mind that answers to the secret questions are case sensitive, which can affect your ability to log in.  https://m.vzw.com/m/changepassword 

-Michelle

[MalGV]

Hello and thank you for helping me!

No. I am not able to gain access to my account by changing my password. Every time I try to change my password, the site proceeds to ask me what my ZIP/Shipping Address are, and when I type in the correct numbers, the site claims that "The information you entered doesn't match what we have on file. ". All my information is correct but it still won't let me into my account or even change my information (which I don't want to do anyways).

I literally cannot do anything, and my Email and Password are correct. I shouldn't have to jump through all these other hoops just to access my account, especially since I never authorized them. All I want to do is get into my account so I can Verify a new iPhone I just got. Where do I go from here?

[vzw_customer_support]

My apologies for the difficulty! We are here to support you, and we can help you gain access to your account. Please reply to our Private Note for additional assistance with My Verizon. 

-Michelle