Verizon Unable to Verify my Identity
Enthusiast - Level 1

I have been stuck in a nightmare with Verizon. I recently had fraudulent activity on my account. Someone created a user and tried to steal our upgrades. I only found out because our service was turned off and we were locked out of our account. I spent hours on the phone trying to reverse everything and get everything back on track. Once I thought everything was handled  I called to use our upgrades on my wife’s and my phone. Everything was going well until the rep told me my account still has a lock on it and I needed to be transferred to the fraud department. After spending 7 1/2 hours on the phone total I was told they could not verify my identity and there was nothing they could do and they would not reconsider this decision ever. I submitted my ID, utility bill, passport, and social security card. All of this and they said their decision on this is final and there is nothing I could ever do to change their mind. I have been with Verizon for 15 years. To be left with no hope and just feeling like I am trapped in my account and there is nothing I can do is the most horrible feeling. 

Re: Verizon Unable to Verify my Identity
Enthusiast - Level 2


did you ever get a resolution? I’m not in this exact situation but trying to become a new customer and it’s as if they don’t want new customers.