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?!
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.
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.
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
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
Hello Jeses
I wanted to bring my lines from tmoble to verizon, went through the process of application and everything was approved. then, I received a link to upload verification document. I followed the process and submitted the document. I made a follow up call and I was transferred to your fraud department somewhere in India, I was told told they could not verify me and the application was denied. I provided and a validate issued driver license and they have all my other information and the 5 lines that I was going to transfer. I answer they provided is the same you see here from other members. At this point should I think? you have a flawed system that falsely deny applications? or is it discrimination or profiling , what ever it is, it has nothing to do with my identity matching my state issues ID. at this point I am not sure what action I can take to bring this to the attention of higher authority, news media or anyone else. Verizon should not discredit a legally issued state ID. What do you think?
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.
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.
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
It looks Verizon has this problem on more than a few people. One of my friends ran into the same issue that prevented them from buying a new phone and plan. They went to two local Verizon stores and one store even called the corporate customer service, for over 20 min, trying to figure out what was the reason that they couldn’t verify the ID but wasnt able to get any answer. At the end, the store rep was extremely frustrated as well, as the corporate didn’t even give any solution. Verizon needs to fix their system problem and better take care of their prospective customers. If @verizon sees this message and have any guidance, please provide.
I finally got it resolved after a couple of weeks and only by reaching out to senior leadership through email via linked in. The gentleman who helped me was extremely kind but even he told me they can’t really get clarification as to why this happened from the 3rd party service they use for ID verification. Something is definitely broken.
Can you provide his email ? Me and my boyfriend are dealing with this same issue now. We got home internet from them, and are now trying for phone services when we ran into this issue, first they did the whole scripted can’t help us deal then made us wait almost a week till the order canceled it’s self and said to reorder , well when we try to reorder it’s the same issue !
Can you share link /email ? Not only they cant validate my identity but cost me $40 since they were already porting the number when was told they couldnt validate me. So had a non working phone, had to call Tmobile to port it back costimg me $10 for processing and $30 for activation fee. Unbelievable!!!
Who were you able to reach out to?
Hi, I am in same situation.. very frustrating. Can you message me the person in senior leadership so I can get the help as well? thanks.
Hello, being on top of your account is crucial, especially if you are looking to upgrade. Verizon is here to help.
Let's gather more info. What exactly are you being advised on your ID? Can you complete the order/purchase online?
~Gilbert
I have the same issue since I tried to switch from T-Mobile about a week ago 04/28/2024. My credit application was approved with Verizon and once we processed the order and started porting the number,, provided my TMobile account number and transfer pin then was told my identity could not be validated. Insane that we got this far and now you cant validate who I am after running a credit check ? Got stuck with no answer on why and with a non working phone since the porting process had already started. I had to call TMobile, pay $10 for processing and getting billed $30 for activation to get the number back. Worst experience ever with Verizon. Called two times and both cases they reps assured me it will get it fixed and call me back. Never called me back even though on their notes they said they did. Second time was assured it was going to work and glad I pushed back on porting actual number and instead try activating a temporary number and same thing happened. They could not validate my identity otherwise it would have been another $40. Have been told there is no number or way to file a claim for the horrible process or to get my $40 back for their mistake. Was told a case was filled to follow up with Fraud but no one has called me back nor there is a way to get an update.
So at the end Verizon cost me $40 for a terrible experience and hours on the phone ,feeling lied to around escalations or resolutions. At this point I want my $40 back because if this is the kind of support across the board, no thank you and clearly they dont want my business.
10 days later still not a reponse from anyone. Is the selection on who to assist from the posts from this community totally random ?
Hi there!! Google Verizon executive team—or try the link I attached. Once there you’ll see an envelope next to each of the C level leaders. I used that to send a message to the CEO. Of course he won’t reply but someone from his team will. Since it’s a Friday you probably won’t hear back until Monday but someone will reply and they will work with you. It took a couple weeks but they were able to get the issue resolved for me. https://www.verizon.com/about/our-company/executive-bios
We value your time and we are here to help. We sent a Private Message to assist you. ~Geo
I have had the same issue after i had accounts ppened in my name but when i go to open one they cant verify identity
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