Unable to verify my identity?
351HT
Enthusiast - Level 2

Trying to understand why Verizon is unwilling to verify my identity? I’ve spoken to three different people who will basically only answer using the same scripted words.

Upon my initial attempt this evening I got the message that they need to verify my ID and call the fraud #. I do and I’m informed the info I’ve furnished doesn’t match. I realize during that first call that I had a freeze on my credit and asked if that could be the issue. I was told by Andrea that she couldn’t tell me that information. So I hang up, unfreeze all 3 and try again from my laptop (was on my phone prior) and get the same message so I call again. 

Linda takes longer then Andrea says she’s reviewing some notes and ended up asking more questions but gave the same answer. Oh but did offer prepaid services. No thanks! I asked to speak to a manager and Linda was hesitant and said  that they would give me the same response (which is really no response).  I finally speak to manager Emily who again gives me no info and no options to move forward. I asked if I could go to the store and provide my passport and she just keeps saying the info doesn’t match as determined by the fraud dept.  

I asked if I was just never going to be able to sign up for Verizon wireless or could I try again later. Emily recommended I try again in 6 months. Why is Verizon working so hard to turn away new customers?!

Re: Unable to verify my identity?
Meezy21
Enthusiast - Level 1

Same thing happened to me and my girlfriend today and yesterday, after they already verified both of our  identities. We need to report them to CFPB or something because they have a flawed system. They took all my personal information to verify me then tell me they can’t discuss  information about why im not verified. 

Re: Unable to verify my identity?
351HT
Enthusiast - Level 2

Sorry I’m just seeing this! Did you ever get any type of resolution? I ended up reaching out to the CEO and someone from his executive team has been actively working with me but it sounds like it’s out of Verizon’s control. I still don’t have an answer or any idea why I was flagged but spoke to the executive rep as recently as yesterday evening. They said the fraud team was requesting my ID but would give them no other answers. 

0 Likes
Re: Unable to verify my identity?
vzw_customer_support
Customer Service Rep

We want to make sure you get the help you need with your order and verifying your identify. We're sorry if this has been a difficult process. We're going to send you a Private Note so we can help.

~Jesse

0 Likes
Re: Unable to verify my identity?
enrico_
Enthusiast - Level 1

This is insane, I've been on the phone back and forth between 5+ different reps & supervisors, all requesting for me to keep resubmitting my ID to be verified for my order. I've submitted it 5+ times and still not working!!! This is the worst experience ever, and all I'm trying to do is purchase a phone & set up my service with Verizon. It should not be this difficult

Re: Unable to verify my identity?
LouNGar
Enthusiast - Level 1

Because they don’t want you to have a deal on a phone that they obviously didn’t realize wouldn’t make them enough money, and you don’t matter to them. Same thing happened to me. To everyone who’s saying they can’t “verify your identify” , just give up. They don’t want us as customers, and they clearly want to lose to the competition. Verizon is now on my boycott list. 

0 Likes
Re: Unable to verify my identity?
Halliburton123
Enthusiast - Level 1

Let me know when there is a solution. I had service with AT&T and wish I would have stayed with them. I’ve been with Verizon for several months, and it has been pure heck.

I owned all of my phones before coming to Verizon. When I tried to leave and go back to AT&T they said the phones could not go. They locked my phones that I owned before joining this subscription. Can you believe that? So here I am months later and went to purchase a new phone for my daughter. Guess what?? I have to be verified again and the order is on hold. This is how it always starts. After about 6 calls and literally 5 visits to the Verizon store, you would think this was resolved. I guess not. 

0 Likes
Re: Unable to verify my identity?
vzw_customer_support
Customer Service Rep

Halliburton123, this is never the experience that we want for you, and we're truly sorry to learn of the issues you've experienced with your account.

I do want to clarify that Bring Your Own Device (BYOD) activations are already unlocked, and because of this it would not be possible for us to lock phones that you brought in from another carrier.

If you're having trouble establishing a new account or processing a new order, and need to validate your identity, we recommend contacting the Fraud Prevention Team directly, as they are the team who takes care of the validation process when initiating service with us or if there is a hold on the order. They can be contacted at 888-483-7200>>Option 3 Sun-Sat8:00AM - 12:00AM ET. We hope this helps.

~Izzy

0 Likes