We were originally with Alltel early 2000s, ended up with Verizon when they took over my area from Alltel .. approximately 2015 I added 2 additional lines to MY account for my girlfriend and her daughter to use. We got married in January 2019, I had a stroke in June 2020 and while I was incapacitated in the hospital she filed for a divorce and had me served at the hospital. My son hired an attorney to answer the complaint on my behalf, I gave my son power of attorney to handle all of my affairs until I recovered. I could not remove her from MY account due to the “status quo” in the pending divorce. On numerous occasions Verizon called and said that she was requesting access to my account and to be added as an account manager, each time, my son or I would have to go thru the entire story, no one other than my son and I (account manager, account owner) were authorized to make payments, changes, purchases, etc, and each time, we either went to Verizon store or called Verizon we had to provide a PIN before they would discuss issue. We changed the PIN and only gave her access to make calls, use data on her phone until the divorce was final, at which time she would have to surrender both phones/lines or pay $1k for the balance owed on the phones she had in her possession within 7 days of us signing the settlement agreement the lines would be released and she could also keep the phones. Verizon called me pretty regularly, saying she was wanting to remove those lines, the last time being the morning of May 3, 2021, keep in mind if I logged into my Verizon account from my cell, or my tablet or home computer, there was a 2 step verification process to even log in, and I always received an email and text saying someone was logging into the account. Verizon advised her on May 3rd she was not authorized as an administrator or an account manager and no changes could be made by anyone other than myself or my son. However at 12:05pm that same day, I received an email sent to my email address with the subject line: Angela, we’ve received your line transfer request… I IMMEDIATELY called Verizon from my son’s phone because my phone was dead, before they would discuss they wanted to send an authorization code to my phone for verification purposes and they would talk to me once I gave them that code. I explained that my phone was dead, and after 30 minutes of fussing about this verification code they demanded I provide they let me verify with the billing address which was my son’s address. I spent more than 2 hours on the phone with Verizon, transferred multiple times, each time having to provide verification of me being the account owner, that my soon to be ex-wife had a male call in claiming to be my son advising that it was OK to add her as the account manager so she could remove the lines from my account. The representative advised that the call was recorded, and apologized repeatedly for letting this slip past them, and said it was only because the male claimed to be my son, and they knew the billing address listed on the account. When I got home I logged into my account from my home computer, those lines were no longer listed in my account, I went to the Review Transfers section, and it showed a “pending transfer#703xxxxxx submitted March 3, 2021 expiring on March 18 listing the 2 numbers, the 2 devices and each device payment balance transferred to her name and her email address neither her name or email address was listed my account. With a note saying “We’ll email you when Angela accepts YOUR request. MY REQUEST! Not only was this fraudulent, my bill was past due because she took all my money out of the bank the week before making my account go into overdraft! I have never been able to make changes to an account that was past due much less changes to an account that didn’t even have my name listed as an authorized agent or account manager. Now, if you go to secure.verizon.com/account/roleInfo you can see the account roles and access that each role is authorized for.
There are three types of account roles when accessing and managing your account. Check out the differences between being an Account Owner, Account Manager and an Account Member below.
Account Owner: You're financially responsible for the entire account. You have access to all information and you can also manage all lines on the account. There can only be one registered Account Owner.
Account Manager: You can do everything an Account Owner can, except for assigning other Account Managers and changing the billing password. You'll have financial access similar to the Account Owner and a soft credit check will be conducted on the Account Owner when you attempt to complete a transaction. This is a type of credit inquiry that won't impact their credit score. Account Owners can assign up to three Account Managers.
Account Member: You can access information and functions for your own line but you won't have access to sensitive billing information. Everyone except for the Account Owner will start as an Account Member.
The only thing Verizon would do is send me a form to submit for investigation, but the representative advised me that the recordings would have to be subpoena’d and it would be hard to prove that it wasn’t me who was on the recordings if they were released to law enforcement. I submitted the Fraud Fact Act Request by mail as instructed in the email and it was returned because I did not have a case number or a police report attached. I was advised by the police department that because there is a pending divorce case this was considered a civil matter and they could not make a police report for alleged fraud until the divorce was final – the divorce has been pending for almost a year now because of covid and her attempts to delay the process. I have no words for Verizon allowing this and I am so tired of calling Verizon sitting on hold for hours and getting nothing but an “I’m sorry this slipped by us.” And I am sure once my divorce is final, they will say I waited to log to do anything about this! I have always been happy with my verizon services, but they didnt protect my account and really dropped the ball with this, and I am just beside myself that Verizon allowed granted her access and allowed her to ADD HERSELF AS AN ACCOUNT MANAGER TO MY ACCOUNT!