My Verizon account was hacked, someone with out my consent added another line to my account, disconnected my line and took over my phone! It was decided by a Verizon customer service representative that after multiple attempts to factory reset my device I would need a new device. I had requested an exchange for my device as I was a devoted Samsung user! YES, we pay the $19.00 a month for insurance - which we have never used. According to the bylaws of the insurance policy it includes fraudulent activity. After multiple times of trying to factory reset the phone, even going to a corporate store and them attempting to factory reset the device it was obvious that whoever hacked in was smarter then the rest of us. Every factory reset did not work! They deactivated and activated 3 eSIMs, with no resolution. I was offered to pay $300.00 deductible to receive a new Samsung device. I didn’t agree with the deductible since Verizon allowed a breech of data, but then speaking to yet another representative they stated that I should go to a different interface with would switch me to Apple, I was reluctant because I’m not a fan of apple but it was explained to me that it would be easier for the hacker to “follow” me if I stayed with Android! The police did an investigation on my device and when I received the device back I contacted Verizon to send it back when this began in September it is documented and I was advised that I would not be charged for the remaining of the device as per their security agreement! However, they have received the device back- and I have also paid 855, for the device! I have also paid for the disconnect fee from the fraudulent line, I paid for that person to travel internationally, I paid for that fraudulent line to upgrade their service, and have service on their line for 5 days! The old device was non working for 7 days but yet I still had to pay for service on that device. I have wasted. I have read on here how people waste multiple days / phone calls to customer service. I have kept track of this since the 5 th phone call in SEPTEMBER as of today I have spent 103 hours trying to get my money that is due back to me! With no resolution.
I'm sorry to hear of all the trouble you have been through. You made several mentions of Customer Service, please be advised that only our Fraud Team can handle this case, they can be reached at: 888-483-7200 Sun-Sat 8:00AM - 12:00AM ET or at vzw.com/fraud. We appreciate your understanding.
-Melissa
Yup, the fraud team has been contacted, customer service has been contacted! One person transfers me to yet another person, representatives have promised to call back on certain days but never do. The fraud team has done an investigation and tell me to contact customer service because of the amount of refund that should be issued! I have been told it would come back as a credit, it would go back to the original payment, but it truly doesn’t matter what type of words they say because everything they spin are lies, still in January 2025- this still has not been resolved!
We hate to hear that your situation has yet to be resolved. We will send you a private message to be able to assist further in this situation while maintaining a secure connection.
-Toni
I’m posting this reply, so other customers don’t get fooled! I have zero confidence that this will be taken care of, every person I have spoken to on this app, customer service, the fraud team, corporate store etc, always send me to someone else, they request I spend more money to attempt to get my money back. A maneuver often used to fraudulently receive more money unlawfully. My advice to any new customers, stay away from Verizon, or you will end up paying for it!
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