I tried to upgrade one of my phones online. I placed the order then received a message that I needed to submit a photo of my ID. I reluctantly did. My order indicated on hold for several days because I needed to submit my ID. Ah, I already did that. When I followed the link in the hold message, there was no indication I needed to do anything further. After another couple of days of being unable to determine the status of my order, I canceled it and decided to the get the device from a Verizon store.
I went to the Verizon store. Waited a long time for a representative. I agreed to purchase the phone. The rep said there was a hold on my account, she would have to make a call. I waited another 10-15 minutes while she made the call. I was then told the person she was talking to wanted to talk to me. He asked me a few questions, and put me on hold for another 10 minutes. I was eventually told I needed to submit a photo of my ID. I told them I already had. They said they didn't have it and I would have to submit it again.
Two days earlier I had received a notification from Verizon that my account had been hacked. Gee, and I had just sent them a photo of my ID and now they can't find it!
I was in the store with a representative with my ID yet that wasn't good enough. Do you really think I'm going to submit my ID again after they lost it the first time and they've already shown that they cannot protect my data?
I walked out without the getting the phone. I've been a Verizon customer for over 6 years but I've had it with them.
It's every cellular carrier, Verizon, T-Mobile, AT&T, the big box stores. Weather you're hacked or not, be prepared to jump through multiple hoops, getting into your account, verifying ID, the employees fighting with their systems to process the transaction, fighting to activate the phone, troubleshooting Why it didn't activate, etc, and that's after waiting an hour or more for the previous customer to finish. Bring water and a snack, make sure you have no place you need to be that day, come as early as you can, you aren't going anywhere for awhile.
We have had smartphones for over decade, and still can't make it quick or easy.
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