I am the POA for my brother-in-law, a Verizon customer. I called Verizon to ask how to become a POA in their system, sent in the paperwork, and received a letter back saying it was approved.
Great, now how do I access the account?
When I call Customer Service they know nothing and refer me to the normal process of having the account holder grant me access. Of course that doesn’t work because the BIL has dementia and rarely answers his mobile phone. It’s like sending in all the forms actually changed nothing at all on the system. Even the letter just refers me to the standard customer service number.
I just want to make sure the bills are paid and review the account to see what they are paying for. Customer Service try’s to care, but really does not understand.
HELP!
Hello, POATom. Thanks so much for this informaiton and my apologies to hear of your experience in this matter. Helping your brother-in-law and assisting with his Verizon account is so awesome of you, and we want to do all that we can to help. When it comes to the online My Verizon account, you can set it up with the phone associated with the account, an email, or even a letter to be sent via mail. Would these options work for you?
-Natasha
Thanks for reaching out. Yes, the email option could work. How do we proceed?
Sure thing, POATom. I have provided a link below for the steps. Please be sure to take notice to step 11 as it gives you the options to register for the online My Verizon account.
https://www.verizon.com/support/knowledge-base-17492/
-Natasha
I’m still stuck. I went through all the steps and get “not able to link to that account”. I was able to review the account and make changes by driving to a Verizon corporate store. But, I’m still not able to get the bills or access the account online. The POA document the Verizon accepted clearly gives me authority to access the account.
Surely there is someone in Verizon that can just work with POAs like me to just give us access as part of the POA process. We’ve been with Verizon for decades with great phone service and customer service. Now as soon as I need something a little different, the system fails me. Just give me a solution that works without jumping through hoops. I’ve established the POA relationship with banks, investment firms, insurance, credit cards, etc. Verizon is the ONLY one that can’t seem to just give me the account access as part of the process!
POATom, we understand wanting to manage the account online, and are sorry to hear that you're having trouble registering. To better assist, we'll be sending a new Private Message.
~Izzy
So folks, I just spent an hour exchanging messages in the Verizon app secure messages. Customer Service keeps trying to send me a PIN so we can discuss the account, but I never get one. They won’t tell me what number they are sending the message to or call me directly to discuss.
Feels like an episode from The Twilight Zone or maybe a bad dream.
I keep explaining that I don’t have physical access to the phones on the account so they need to talk to me directly but it does no good.
Feels like we’re stuck. Looking for real help!
Did you ever get an answer to this? I also cannot get my PoA assigned.
I am going through the same issue with my parents now. My Dad is in a skilled nursing facility with dementia. My Mom was forced to get a new cable box and we had issues setting it up.
The email he used he lost the password to ages ago and it expired. The phone that was on the account is long gone as it was a Tracphone and didn't text anyway.
They refuse to call the Verizon # that is actually on Verizon service and attached to the account. Oddly enough, I figure out how to get the system to robocall her with a temp PIN that worked on the web, but then I get locked into a never ending cycle of setting up the equipment.
The rigamarole and lack of answers is maddening.
They are billing the bank account directly for more than $200 a month and we can't even speak to a service tech about their new cable box.
The latest is they are going to snail mail a new PIN that is good for 30 days. SMH.
We are truly sorry to learn about your family situation. Our goal is to help as fast a possible and find the best solution for your family's account. Please tell us, is the account for residential/Fios or Mobile service?
~Maria
Verizon continues to try to contact the account owner and will not change it. So you can’t do anything without having to go an hour away to the nursing home and try to get the pin number from the person’s phone. This is infuriating. It seems that nobody at Verizon has a family member that is in this situation or they would fix it. I am the durable power power of attorney but they tell me they can’t do anything because I’m not the account owner.
Start a new topic or ask questions in the open forum.
