Active Duty Military Can’t Join Verizon Wireless?

jose271
Newbie

I am writing to formally express my deep frustration and disappointment with the treatment I received while attempting to switch my wireless service from AT&T to Verizon.

A few days ago, I placed an online order to join Verizon, transferring four lines in total. I submitted all required information, including personal details (name and SSN), AT&T account numbers and transfer PINs, identity verification documents, and paid over $300 in fees to initiate service. Shortly after placing the order, I received a request to upload additional identity documents, which I complied with immediately.

Then—nothing. Days passed with no updates. My order remained in “ordered” status with no shipping information or communication from Verizon. After spending hours trying to reach someone for help, I was informed via email—without warning or explanation—that my order had been canceled because my identity “could not be verified.”

I called the number provided in the email, which directed me to the fraud department. Despite repeated attempts to resolve the issue, I was met with scripted, dismissive responses from multiple representatives and supervisors. I was told I needed to provide a utility bill, internet bill, or lease agreement matching the address on my order—documents that, as an active-duty military member, I do not have as those services are being provided to me at the moment. I explained this clearly and offered alternate official documentation (including military, financial, and wireless account records), but these were flatly rejected without explanation or flexibility.

Most frustrating was the lack of transparency and consistency. When I asked what specific documents were acceptable, I received vague or evasive answers about how they could not answer any questions and that my order was being cancelled. Even when I asked whether submitting a utility bill would allow the order to proceed, I was told they could not provide that information. Instead, I was simply told my order was being canceled—with no real explanation, no meaningful support, and an insinuation of fraud.

I spent hours on the phone, on hold, and being bounced between representatives and supervisors. At one point, I asked a supervisor directly: “Are you telling me my order is being canceled because, as a military member, I don’t have the specific documents you require and that you won’t even clearly list?” Her answer: “Yes, unfortunately.” followed by the same script on how she can’t answer any questions and that I was being suspected of fraud lol

At this point, just cancel  my order.

I was told Verizon offered better service—clearly, that was a mistake. Based on this experience, I have no interest in continuing with Verizon and no desire for further outreach. I am sending this complaint to ensure there is a formal record of how poorly your identity verification and customer service processes are functioning, and in the hope that someone in leadership takes this feedback seriously.

As an active duty military member, I do not expect any special treatment or for anyone to kiss my, but I at least would like the simple luxury of signing up for a wireless service plan.

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