I really need your help to solve this issue. A month back, I checked with a verizon customer service to get a 5g internet wifi, and this service member accidentally entered the wrong address for this order (missing the apartment number), causing this order to be returned back to the warehouse. He promised me this order will be canceled.
So I ordered a 2nd router with him after the first one returned back to the warehouse. I am currently using the 2nd router. However, when I am checking my current bill, I have two routers both showing and I am being charged twice, even though the one back to the warehouse is indicating "not recognized".
So I want to get the first one removed from my account. I was talking with 10+ verizon service member on the phone, at this point for 6 hours now. They ping-pong me back and forth, finally to the fraud department to unlock my account.
However, after I entered the driver's license for them to verify, they say that I have info mismatch with the account owner. But I am the account owner. Then I checked my profile, which seems like the agent who created this profile for me in the first place, has entered both the billing address and the service address wrong (billing address missed a E, so it's not valid, and is missing the apt number), while the service address missed the apt number. So they would never match my id 100%, hence a deadlock.
I am super frustrated. I am paying a service that I am not even using (it's directly send back to the warehouse), and I cannot update the profile because of the lock, due to the agent making those typos..
Can someone escalate this to the proper version service member? Please, I am not even angry anymore, I just want this fixed.
Hello, jinyue98. We want to ensure you receive the help you need to resolve this issue. We are sending you a Private Note to assist you further.
I am super frustrated about this, it's been 6 hours on the phone now. What should I do? It's not even my fault, I was unaware the whole time. I can provide all the text messages from that agent, who promised me the first wrong order would be cancelled, but it was not.
I then checked with fraud department, but because my account was created incorrectly by that agent, they could not verify me.
To remove the unused device, they need to unlock first, but the fraud department cannot verify me beause the agent created the wrong profile in the first place.