Fraud Alert & Account Suspension

[aikenhigbees]

I'm putting this here in hopes that someone from Verizon who can help will see it.  If anyone else has been through this, I feel your pain!

I understand that Verizon is a very large corporation. However, it is my hope to make someone aware of my recent experience, and take action so that it doesn't happen to someone else.
Earlier in September 2023, in the midst of a divorce, I needed my own phone plan. I had been with T-Mobile for years but thought a change might be in order. So I went to Verizon. I signed up online for a new phone plan and selected an iPhone 14 plus. I was so excited. I received my new phone, which was a nice step up from my old XR. I was not able to transfer over my old phone number, but that was okay.
I activated my new device and paid my first bill promptly. Things were going well, so I decided to add a line and get another new device for my 15 year old daughter. This is where things started to go wrong. The next day, after placing the order, I received an email from Verizon saying that my order was under review and would be on hold until I took action. I called Verizon's customer service line and spoke with a representative who said she needed to verify my identity. She sent me a link that allowed me to take a photo of the front and back of my drivers license. I did it once, and she said it was blurry. I did it again and she was able to verify my identity successfully and was releasing the order to be processed. I checked the order in my online account later in the day and noticed it was still on hold. I called customer service again. This is when I was told there was a fraud alert on my account. I was put on hold while someone in the fraud department researched the matter. Suddenly, a different person came on the line and yelled what I could tell was a scripted statement to me. Somehow, my identity was not able to be verified with my drivers license that I provided earlier in the day and reason why could not be discussed with me, for the protection of my privacy. This made no sense. I asked if I would receive a refund for my order, and the very rude representative said she guessed she could transfer me back to customer service to request a cancellation of the order and a refund. This seemed strange, because if they couldn't verify me to have the order processed, why would I have to ask for a cancellation and refund? While I was on hold the line disconnected and "call failed" showed on my phone screen. I tried to place another call, and realized then that my phone line had been suspended. I decided to go to the Verizon store in person. The sales person there was very nice, but could not help me. He directed me to a phone where I ended up in the same conversation and scripted statement from the fraud department. I was bounced back and forth between customer service and the fraud department over and over. The sales person in the store tried to intervene by giving the store code and proving he was an employee and had my drivers license in his hand and could verify who I was. The representatives on the phone told him it didn't matter and there was nothing he could do. We were both baffled, as was everyone else in the store.
What happened? This was so stressful and humiliating. I feel like I was being treated like a criminal (except for the store employees who tried to help me in person). This took hours out of my workday. I went back to T-Mobile, as there was nothing else I could do at Verizon--and frankly don't care to ever do business with Verizon again. Is something wrong with a process over there? Maybe someone made a mistake that couldn't be reversed? Mobile phone carriers, like Verizon, have a very important role in people's lives. You keep us connected and that is a responsibility that shouldn't be taken lightly. I missed some very important communications that day, and had to go to another provider to pay out more money to get back phone service that I was suddenly without. With zero notice, and no reason.
Also, I have a device that the store is unable to take back. I have called customer service to find out how to return it. Guess what happens? There is a fraud alert on my account and I get transferred to the fraud department--who won't talk to me because they don't believe who I am. I am also locked out of my account online. So even if I wanted to pay for the device, I can't. I refuse to pay for a device and service that I can't use. But I am willing, and have tried, to return it.
Please let me know if there is anything that can be done to rectify this situation.
Thank you for your time.

[vzw_customer_support]

aikenhigbees, I'm sorry you were having trouble with that identification situation and trying to add service. It's saddening to hear you ended the account. Even if you're no longer with us, we want to make sure you get the help you need. We've sent a Private Note, to get further details.

-John

[Coledslawter]

I just had a similar experience. It’s so frustrating and humiliating. Something funny is going and they need to get a handle on it.  

[Shadow0130]

I am currently in the same situation. I spent several hundred dollars between taxes, cases, screen protectors and so on. I tried to add a watch to my phone lines and Verizon flagged my account with no way to prove I am myself. Now the phone numbers I've had for over 10 years are useless. I have no way to call anyone. And it's going to cost me several hundred dollars to switch carriers after a week of service. Great way to treat your paying customers. Your fraud prevention needs an overhaul and I want my money back. Every cent.

[Unknown83]

Currently going through this. I reached out to the CEO& sent an email.  They responded within a few hrs & claim they will be able to help & will follow up in the morning. 

[laj4]

Can yu update and tell if it helps because the fraud department told me I could reapply and submit it the next day but another worker said I couldn’t 

[sinjay1]

I’m having the same issues , and they still took my payment like nothing was wrong ! My service is still suspended all though I just paid a $151 phone bill !

[vzw_customer_support]

We can definitely take a look at this situation. We will be sending a private message. ~Peter

[Automancannotfixthis]

It’s just ridiculous, I can’t verify I’m I, and the fraud team won’t even talk to me, I just transfer my line from T-Mobile to the Verizon a weeks ago, and now I’m experiencing the number I been used with T-Mobile more than 10 years has suspended, all my account has link to this number, and Verizon just can’t solve this.