Verizon Wireless Customer Support Department,
Subject: Request for Written Explanation Regarding Inability to Verify Identity Leading to Account Suspension and Service Termination
Dear Verizon Wireless Customer Support,
I hope this letter finds you well.
I am writing to formally request a written explanation regarding the recent decisions made by your fraud department related to my account, which has left me both puzzled and frustrated.
On September 28th, I purchased a new phone online through your website and after running my SSN for credit order was placed. I then received an email requesting I provide identity verification documents. I submitted all required documents for identity verification, including the front and back of my driver's license, a picture of me holding the license to my face, and a recent internet bill from Verizon that matched the name and address on my ID. Despite providing these documents, my application was canceled, and my account was shut down without any written explanation. In addition, the order that I had already paid for and had funds taken from my bank account was canceled.
After multiple attempts to resolve this issue over the phone, including escalation to your top managerial level within the fraud department, I was repeatedly informed that my identification documents were insufficient, yet no specific reasons were provided. Subsequently, I received an email informing me that my existing internet service was shut down until I could verify my identity through your fraud department. The email did not include information about a refund for the already-paid services for the current month.
Given the inconvenience and lack of clarity, I kindly request a detailed written explanation addressing the following points:
1. The specific reasons why the documents I provided were deemed insufficient for verifying my identity.
2. The criteria used by your fraud department for accepting or rejecting identity verification documents.
3. Information regarding the refund policies for the already-paid services for the current month that were prematurely terminated.
Please respond to my request within 14 days from the date of this letter to prevent further course of action taken.
Your prompt attention to this matter is greatly appreciated, and I look forward to a timely and satisfactory resolution.
Thank you for your attention and cooperation.
