We NEED HELP!! How can we get connected with a supervisor within the fraud prevention team. We have been trying to upgrade 2 phones. My girls were getting 1 big gift for their birthday (which is today) and we have been dealing with a nightmare trying to buy them phones this week. Our account has been flagged as fraud and our order was cancelled. We have no information about why. They will now receive nothing for their birthday because of everything we have gone through. The reps at the store have been amazingly nice. Managers have tried to help at the store level, but nobody can figure out why we can’t buy our phones. We have been great customers for 21 years. We don’t want to change providers, but are very frustrated with why we cannot buy these two phones. When you talk to the fraud team they will NOT provide any answers such as a timeline of when this will be fixed or if there is anything we can do. On top of it yesterday, they turned off of our service with NO warning which thank goodness was at least resolved today. On top of the phone issue, we are such a good customer that we have Verizon Internet too, and when they shut our service off temporarily, it took that out too. A family of 5 had zero ability to contact each other and 2 people on the family were out of town. We did nothing and this poses a dangerous situation when we have kids and aging parents who are not able to get in touch with us. Where is the customer service with this situation? The representatives and manager at the store also cannot believe what we have gone through. I would like for someone to reach out to me to have this cleared up immediately. I need a supervisor that can help. This should be sent to a supervisor level since those that answer the phone have not been able to help yet. Feel free to reply or send a private message so this can be resolved.
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