Customer Service

[Arttartt9728]

It should not be difficult to get in touch with a live person to get help. All the number i get told to call are always "Digital Assistants" that cannot help me with the issues I have. Not to mention they will not help me figure out how another person also has my number and is using it.

[SynthpopAddict · Accepted solution]

If you did not request that your number go to someone else, this is a serious concern where someone has stolen your phone number.  Depending on how the thief did it, your Verizon account may or may not have been disconnected.  If you are able to login to My Verizon, then the thief did a SIM swap sc*m to switch the active device on your account to their phone.  If you are unable to login to My Verizon at all, then your account was disconnected because the thief fraudulently ported your number out to some other carrier.

I found this information on the Verizon website regarding reporting fraud:

Types of Fraud and How to Report Them:

• Unauthorized charges or account changes: If you notice charges you didn't authorize or changes to your account information, first ask other family members on your account if they made any purchases. Then, contact Verizon to report any unauthorized charges. If your account has been taken over and used for unauthorized Verizon services, call 888-483-7200.
• Identity theft: If someone opened an account in your name or used your identity for unauthorized Verizon services, you can file a fraud claim online. You will need to answer questions about yourself and the unauthorized accounts, and upload supporting paperwork. A police report is required for identity theft claims involving Verizon accounts.
• SIM card changes or device changes you didn't request: If you receive a message from Verizon about a SIM card or device change on your account that you didn't request, contact Verizon immediately by dialing *611 from your mobile phone or 1-800-922-0204 from any phone.
• Port-out fraud: If you received a message from Verizon that your number was transferred to another carrier without your request, contact Verizon immediately by dialing *611 from your mobile phone or 888-844-7095 from any phone.

With your phone not working, I don't think the *611 thing will work, as you must have an active Verizon line for that feature to work.  I would also report this to IdentityTheft.com.

[SynthpopAddict · Accepted solution]

If you did not request that your number go to someone else, this is a serious concern where someone has stolen your phone number.  Depending on how the thief did it, your Verizon account may or may not have been disconnected.  If you are able to login to My Verizon, then the thief did a SIM swap sc*m to switch the active device on your account to their phone.  If you are unable to login to My Verizon at all, then your account was disconnected because the thief fraudulently ported your number out to some other carrier.

I found this information on the Verizon website regarding reporting fraud:

Types of Fraud and How to Report Them:

• Unauthorized charges or account changes: If you notice charges you didn't authorize or changes to your account information, first ask other family members on your account if they made any purchases. Then, contact Verizon to report any unauthorized charges. If your account has been taken over and used for unauthorized Verizon services, call 888-483-7200.
• Identity theft: If someone opened an account in your name or used your identity for unauthorized Verizon services, you can file a fraud claim online. You will need to answer questions about yourself and the unauthorized accounts, and upload supporting paperwork. A police report is required for identity theft claims involving Verizon accounts.
• SIM card changes or device changes you didn't request: If you receive a message from Verizon about a SIM card or device change on your account that you didn't request, contact Verizon immediately by dialing *611 from your mobile phone or 1-800-922-0204 from any phone.
• Port-out fraud: If you received a message from Verizon that your number was transferred to another carrier without your request, contact Verizon immediately by dialing *611 from your mobile phone or 888-844-7095 from any phone.

With your phone not working, I don't think the *611 thing will work, as you must have an active Verizon line for that feature to work.  I would also report this to IdentityTheft.com.

[vzw_customer_support · Accepted solution]

We sent you a private message to discuss your concerns outlined. If assistance is still needed, please engage with us there.

For anyone facing a similar issue, please refer to the resources provided below:

How to contact us or to schedule a callback, please visit: https://www.verizon.com/support/contact-us/ 

In regard to concerns with someone using your number, your number may have succumbed to a situation known as “Phone Number Spoofing”.
First, to ensure your account and number is safeguarded, we recommend reviewing our “Account Security and Fraud Claims” page: https://www.verizon.com/about/account-security/overview
From there, you can file a fraud claim online and a member of our Fraud Prevention Team will reach out to assist you.
Lastly, please review information via our Cybersecurity Glossary to learn more about “Spoofing” along with other common frauds and scams:
https://www.verizon.com/about/account-security/spoofing

If you still require additional assistance, please contact us for support -Red