I went to a Verizon store in Charlotte NC to get myself a new device and a watch as I am planning to switch from their competition to Verizon. The store rep created my account and all but could not match all the promotions they have online and cancelled my order (apparently did not cancel the numbers associated with the account) requesting me to do it online with the help of Customer service.
I called customer service this morning and have been in the call with them for 4 hours trying to figure out on how to port my number from competition to Verizon and dillydallying other details and transferred me to Fraud Prevention team saying "this is the last step before they could move forward", by then , the phone order was approved and I received a mail about device being shipped. The fraud prevention team switched 3 ppl , asked to upload my Govt ID which I did and finally told me that they are denying my application and all the orders that I placed with them be SUSPENDED. I asked them for a reason and offered if there is any other way they can validate my ID , perhaps going to a near by store , showing my ID and present the case #. None of it worked and they said they cannot process my application and only offered PREPAID services. I was stunned and frustrated for the amount of time they put me on hold only to provide "due to consumer privacy, we cannot give you the reason for denial". I am the that CONSUMER here and they just repeated the same line again and again and disconnected the call. The most BIZARRE and TERRIBLE experience that I feel no one should go thru and if they cannot upgrade their systems to validate the Government issued IDs, they should NOT even present the consumer with an option to upload Govt ID.
We had exactly same happened to us, they even shipped the new phones to us, and when we try to activate the phones, they routed us to “the fraud prevention team” and now they want us to return the devices.
I am never coming back, and stay with my current carrier, they are matching the offer anyway, it is loss to Verizon.
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