Both my husband and I had this problem. Despite years of using the same account access information, suddenly this past week Verizon didn’t recognize us when we tried to sign in. As for myself, when I clicked the forgot password option (which I didn’t forget) I was given a security question I did not choose when initially setting up my account. Then I was brought to a screen that said my phone number wasn’t registered. What?
Normally, I would just contact CS for help, but lately the wait times are just too long. Last month I had problems when my daughter wanted to be dropped from our family plan. We needed CS to help with this because even though the website said her phone (bought thru Samsung) was unlocked, it wasn’t. CS wait time was going on over an hour by phone, so I opted for a call back. The earliest call back was offered was 24 in the future.
I went to my local Verizon store for help with gaining access to my account. We ended up registering my account again and took special note of the security question I chose. Before I left the store, I made sure I could log in. I didn’t get home until two hours later and tried to log in to Verizon. I, once again was not recognized and WAS GIVEN THE WRONG SECURITY QUESTION again.
Wow - too many problems with half baked resolutions. I’m thinking trying another ISP hoping to find better customer service. I know that other wireless companies are price competitive, so it all comes down to customer service and speed when needed.
I’m still don’t have faith that the problem is resolved and I hate the idea of the potential problems this has and could cause. I just needed to vent because it doesn’t seem as if Verizon cares about their customers. Maybe hire more CS reps to handle the client base you worked so hard for. Doesn’t anybody want to work in this position? What is the problem?
The last thing that we want is to make it difficult for you to get assistance. We will be happy to help you skip the line and assist you through social media! Is it okay if we access your account to further assist?~David