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Failed Identity Verification

I'm a win-back client hoping to come back to Verizon after not enjoying my current service provider. I decided to take advantage of a promo code and the current promotions, check out online, and am excited to get started.

I get a fraud alert email asking me to upload ID and proof of address, which I do (passport and mortgage). I don't hear anything for a few days, so I call and am told that I've failed the identity verification process. I ask the rep what the next step is and why I failed, and she said there's nothing else she can tell me. I ask her what it will take to become a Verizon customer, and she says there's nothing else she can tell me. Mind you -- I'm trying to come back to Verizon! I've already had the service!

I've been left totally frustrated and realizing that if Verizon doesn't want my business, why should I make any more of an effort to sign-up?

Comments

Verizon_Support

Oh, wow! We are stunned to see you are encountering service reactivation issues. We value your business and want you to come back. Our goal is to help you in the best way possible.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

jonwloebl

Thanks Gilbert - I received your message but your colleague just requested that I call back into the customer service line. Given how frustrating this was previously, I’m posting this back here in case other people are having the same issue with Verizon not wanting their business.

SynthpopAddict

First of all, if you are within (60 days, I think, of when you left?) and had a postpaid account previously, now are trying to port back in...make sure you tell whomever you're speaking with that you are coming back as a "winback". Unfortunately, not every Verizon agent knows how to process a "winback" correctly and I've read at least one very sad story from someone else who had things go terribly wrong because their old account was not reinstated correctly as a "winback". It's my understanding that store employees cannot process "winbacks", it's something you have to call about, and hope you get the right person who knows how to do it.

If you do have your old account back where it was, I think they reinstate everything from where you left off before. Which makes you an "existing" customer and not "new". So, if the promotion in question applies only to "new" customers, then that would be the reason why you're having trouble. Or if you're not on the correct service plan to qualify for the promo - many, if not all, promos I've seen have a requirement that you be on Unlimited Ultimate. If said promo is for any postpaid customer, then I would check your browser settings and make sure you're not in private/incognito mode and that you're not using a VPN or something which would otherwise block cookies.

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