In trying to setup an account for my wife and daughter to move them over from T-Mobile I was asked to provide documentation to prove my identity. I provided everything that was asked for, (Copy of my DL, Utility Bill, picture of myself) After 24hrs my order remained on hold. In calling in to customer service I was routed to the fraud department (Which seems to be outsourced to a foreign call center) After verifying some info with the rep I was read a canned response indicating that they can not verify my identity with the information provided. When I asked if there was a way to provide additional information or work past the issue they stated there is nothing they can do to help me. Next I went in to an actual store in person. I went through the same process with a sales rep there. They called the fraud department and basically came to the same conclusion. It seems like this is a pretty frequent problem, and hard to believe that Verizon just gives up on customers and says "Sorry, there is nothing we can do, and we don't want your business" Very frustrating. These are the very reasons I am trying to move away from T-Mobile in the first place. I will not even consider AT&T based on past experience.
We sincerely appreciate your preference, and would like to guide you in the correct direction to complete verification. Please contact our online orders team of experts at:
1-866-338-7390
Hours of Operation
Mon-Sat 7:00AM - 7:00PM ET
I am confident they will be able to assist you.
~Maria
Nope, Just says my order can not be located (Probably since the fraud department canceled it) then says thanks for calling and hangs up on you.... Absolutely ridiculous.
We are truly sorry about the whole ordeal. I would recommend you to contact them on then number provided above to start a new order directly with our experts and avoid the same fraud alerts. Please keep us posted.
~Maria
They tried to have me submit my order again only to have it smacked down by the fraud department once again. Verizon has made it clear that they do not want anything to do with my business, so It looks like I am going to need to take my it somewhere else. The level of incompetency is shocking, and I am confident you will do nothing to resolve the situation.
We sincerely apologize for the inconvenience. As much as we'd love to help, for the security of you account, only our Fraud experts will be able to verify what is going on with the process. Please contact the at: 1-888-483-7200 - Option 3 From Monday-Saturday 7am-7pm PT.
~Maria
When you do get through to them they just send you to the same customer protection team
This is an ongoing problem with Verizon. I purchased a new phone to use with my PREPAID plan. Verizon didn't extend an form of credit to me, so there was no need to "verify my identify." However, I have gone through a lengthy drama in which they required me to submit my social security number and other information to complete my order. I was then told the information could not be verified, and my order was cancelled.
This saga took about 5 hours with many phone calls along the way. I have submitted a complaint to the executive team and am awaiting a call back.
I don't understand why Verizon would run an identify check on someone who was not seeking credit. I prepay for service each month and paid for my new phone outright. I have already been charged for the phone, which I guess I will never receive.
I've been a Verizon customer for more than 15 years. This is disgraceful.
Do you have the executive team contact?
Start a new topic or ask questions in the open forum.
