Fraud Alert on New Account/Posted Lines Followed by suspension and Closure

[sachingphl]

Fast Forward: Bought 4 15 pro's, 3 Apple Watches in Black Friday deal using Costco Cherry Hill NJ location and raised the lines porting request. This order was split into 2 parts, half of the order package was stolen w/ 2 iPhones and 3 watches from my porch in front of the Fedex delivery person.

This event was captured in the porch camera. We've followed Verizon's instructions and submitted all of the required information to the FedEx and the police report.We received the remaining package with 2 iPhone's which were activated. Verizon Customer Service had reordered the 2 stolen devices which was later cancelled in the name of "Event captured as Fraud". Customer service indirectly hinted that the same happened due to the Verizon was not able to verify my spouse's identity(Account Owner). All our lines stopped working in next some hours. On followup, we were told that account was closed.

My wife and I spent 30+ hours with customer service, 15+ hours talking to the corporate store and heard that they can't help us and we have to have to wait for 30/60 days.

After not receiving any help from customer service, we connected with the executive relations team after we approached Verizon on twitter. After 5 days, they concluded that they can't help us.
We requested that the Customer Service and Executive Relations team to coordinate with a corporate store to authenticate our identity and resolve this issue. No-one listened or attempted to connect with us.

We approached the Executive Leadership email but no response was provided by anyone from the senior leadership team official. Although our lines were released after this email, we didn't see any empathy, their commitment apology, or willingness to reinstate the closed account in a good faith.

After not witnessing any positive signs, we requested the Verizon Leadership team to give us an appointment to meet them/senior official in the NJ headquarter's since Verizon didn't express any interest to coordinate with any near by Verizon Corporate store to validate my spouse's identity using her drivers license/passport, reinstate the closed account, and wipe-off the previous mess.

Unfortunately, no one from Verizon stood-up (including leadership team) to connect with us in-person, close all previous gaps, reinstate the closed account, reapply the Black Friday Costco promotion, and showcase a great customer experience. Instead, they left us without phone service for three weeks. They showed zero interest to close the gaps.

It seems that Verizon automated system is so advanced that the same is more capable/accurate than in-person authentication. In our case, Verizon relied on this system and didn't give us an opportunity to validate ourselves using physical documentation.

In this journey, we also learned that their corporate store will not help you to fix any disconnects/identity authentication related issues unless you have used a corporate store as a "sales channel". Using an authorized retailer (which was used in our case) or online channel will give a corporate store an enough reason to stay away from your concerns.

Almost 30 days have passed and we've still not received any specific written reason to justify the closure of the account when we asked to get the same virtually w/ customer service or when visited to a corporate store in-person.

Overall, we've had a SUPER bad experience with Verizon,  gone through pain/ suffering, and don't recommend to consider their desperate promotions or use their service.