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Hello everyone,
I'm writing to seek assistance and also to share a deeply frustrating customer experience with Verizon Prepaid.
I am completely locked out of my account and unable to perform any basic management tasks (like checking balance, adding funds, or changing plans).
When attempting to sign in to the My Verizon App or the website:
Password Login: The system rejects my new number, stating it "does not match records" or similar.
SMS Login: I also receive an error that the number is "not on file" or "cannot be verified."
This is baffling, as the number is active and functioning for calls and texts.
My attempts to resolve this simple login issue through support channels have been a complete waste of time:
I spent nearly an hour navigating both the Customer Service hotline and the Live Chat feature.
The IVR phone system automatically terminates the call and sends a link to the Live Chat.
In the Live Chat, I was repeatedly stonewalled by a bot.
I used every suggested keyword, including "real agent," "technical support," "fraud," and "cancel account," but was never once connected to a human representative or a functional bot. I was continuously thrown back into the same automated loop or given error messages.
My request is simple: I need access to my active phone account and direct support to resolve this backend issue.
Has anyone else with a Prepaid account experienced this extreme difficulty in logging in and getting past the automated barriers? Any advice on a direct escalation path (like a specific email or department) would be greatly appreciated.
Thank you.
Hey, we are saddened to hear you about the issue you have experiencing with trying to gain access to your online account. We would be more than happy to help you here. Please be on the lookout for a private note from us to continue with support for your issue.
-Janell
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