Verizon Unable to Verify my Identity

[LANPRI7]

I have been a Verizon customer all my life but the experience I've had over the past few days really makes me questions whether I want to continue service through Verizon. I started out on my parents' phone plan but my boyfriend and I wanted to get our own plan together and get new phones. We went into our Verizon store in Midland, MI, money in hand, fully expecting to start a new plan and get new Galaxy S9s. My boyfriend is not currently a Verizon customer either, so they were going to get a new line of service out of us as well. It didn't really go as planned. We waited about an hour to even get someone to help us because it was busy- that was fine. I fully expected to wait on a busy Saturday evening. Finally we got someone (who, I just want to say, was absolutely amazing through the whole process- I have no qualms with the associate that assisted us, he was just as frustrated as we were) and we were on our way!

First, we tried to remove me from my parents' policy and start a new account in my name. Then our associate got a message that they couldn't verify my identity and he had to call the core office to do the verification. We waited on hold for about 45 minutes, then the call was dropped. So, we called back again. After waiting another 10 minutes, our associate decided to try to go about it a faster way and called a different department. Finally, we were able to talk to someone. They put me through the verification process- a series of 5 questions about things related to my social security number. What color was your xx type of car? What business have you ever been associated with? etc. The person that I spoke to while answering these questions did not speak well and was hard to understand but I thought I got through the questions fine. However, he said they were unable to verify my identity and that I would need to email their office a photo of my driver's license and a utility bill in my name that shows my address. Well, my boyfriend and I moved in with a roommate and the utility bill is in his name sooooo... that's not going to work.

Fine. The associate we were working with suggested that we delete the application in my name and try to put it in my boyfriend's name instead. Great! Now we'll get somewhere. We talked to someone on the phone and got an account opened in his name. Wonderful! Everything is going to go great now. ...Nope. As soon as the associate tried to add another line to the account, THE SAME EXACT THING happened EVEN THOUGH we had already set up the account in my boyfriend's name! He went through the same verification process that I had and guess what? NOT ABLE TO VERIFY HIS IDENTITY EITHER. Are you kidding me Verizon??! We had recently moved- and by recently I mean in the last 6 months. But that was the only change either of us have had that would impact their ability to verify our identity. So, after spending three hours in our verizon store (an hour past closing, might I add), we left with no new phones and an account in my boyfriend's name (which is why this is posting under his name) with my phone number on it that's probably completely locked down to do suspicion of fraud... what a mess!

So now both of us have to get documents around that provide proof of address to Verizon, make ANOTHER trip to the store, hopefully verify our identity, and maybe get a new account and two new phones. You would think that a company that was getting that much money out of us (a new line of service and two brand new, just released, expensive phones) wouldn't really care who we were as long as were able to pay. I appreciate that they want to make sure no one is committing fraud in our name but COME ON. I am so beyond frustrated with Verizon right now I don't even know if it's worth it to go back and try again.

[vzw_customer_support]

Hello there and thank you for bringing this to our attention. Verizon Wireless does commit to delivering the best products and service with customer service being the priority. Operating with integrity is at the core of who we are as a company and it does concern us to hear you feel this way. We always aim to make each interaction with us a pleasant one so hearing about what you went through is very concerning. In this case because we do take customers security information very seriously, we would recommend having your boyfriend reach out and submit the information requested. This is because the needing of additional information is not determined by an actual representative but is determined by the system we use to verify each and every customer that has service with us or that is trying to get service with us. I understand having just moved some information that is requested may be a little difficult to obtain at this time. I am confident however that once the information is submitted, you should be able to get the account set up the way you were intending to do. Regarding your line of service, we can definitely check into what is happening with your line, however it would have to be from your account. If you do not wish to create an account here, you can reach out to us on Twitter at @VZWSupport for additional assistance as well. We are here to help and want to make sure everything is set up correctly for you.

CandiceH_VZW

Follow us on Twitter @VZWSupport
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[jonathanerickson]

Hello, a related situation occurred with me just tonight. I live in my grandfather's house so I cannot give proof of residence for shipping an upgrade phone here. I called to ask why it wasn't shipping, and asked to speak to a manager. The manager informed me that my account is now under investigation and if I cannot provide proof of residence I do not have within 48 hours they will remove me, a paying customer, from the line entirely. I got very angry, and when I asked emphatically if she was serious, she very condescendingly asked if I was "ready to use my inside voice" and "speak like an adult." I was unaware that a home address is even required to have a phone plan.

[vzw_customer_support]

I do apologize for any condescending tone the rep may have given you. An address will need to be confirmed for billing purposes, and confirmation is needed for security of the account.

RobertH_VZW

[KH-Michael]

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