To say I’m disappointed with Verizon would be an understatement — this has been one of the most frustrating customer service experiences I’ve ever had.
Two days ago (04/28/2025), I attempted to switch myself, my girlfriend, my brother, and two cousins to Verizon through a family plan. I initiated the process with a sales representative, and everything appeared to go smoothly at first. I was set to pick up two devices in Arizona, while the other three were to be shipped to Michigan.
However, upon arriving at the store in Phoenix on 04/30/2025— after driving over two hours — I was told I needed to complete an identity verification via a link that had already expired. I called the fraud department listed on the link and requested a new one. Despite having valid ID and a leasing agreement for proof of residency, I was told my order could not be approved because I had not completed the verification. I explained that the link had expired before I could upload any documents, yet I was told to restart the entire process.
When I tried to reapply, I was immediately referred back to the fraud department, where I was told that my verification had failed — even though I had never submitted any documents. I asked for clarification, and was told they couldn’t provide any details. No one could explain what went wrong, and no one was willing to fix it. I was essentially told my only option now was a prepaid plan because they had flagged my SSN for fraud — completely unjustified and without cause.
Even the staff at the store were surprised and couldn’t override the issue or open a new account. After all the time, effort, and money spent trying to make this switch — including a long drive — I left with nothing but frustration and confusion.
I find it absolutely baffling that a major telecom provider like Verizon would make it so difficult for five people to sign up for their service. The lack of transparency, the unhelpful responses, and the inability to resolve what should have been a simple verification issue is deeply disappointing. This is not the level of service I expected, and certainly not one I’d recommend to others.
Hello oduolewis, we definitely want to get to the bottom of this, be on the lookout for a private message so that we can gather some additional information.
-Joe
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