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I have been on chat with support for 13 hours, and it has been a nightmare.
It all started with trying to activate my new phone. Something went wrong, and instead of activating my new phone, it deactivated my current one... and tried to activate an old one. Well, the old phone refuses to activate ( it gives a few different errors, such as "Activation Interrupted", and a generic Activation Failed, check data connection etc. )
This leaves me with no working phone, so calling the Fraud Team is impossible. I have been on chat for 13 hours trying to get some sort of solution. I have spoken to 14 different people so far. I have been lied to, dragged around, ping-ponged, ignored, dropped, hijacked. I have a support ticket in also dealing with this. ( Those areas of the website are not restricted. It seems to pretty much just be device activation that is restricted. )
I am in desperate need of someone either from the Fraud team, or someone that can connect to the fraud team for me. Either through the online Chat ( still trying right now. Person 14 is currently sending me to person 15. ), Email, My support ticket, or here.
Solved! Go to Correct Answer
After 48 hours, I finally got the root issues fixed.
I had to wait for a gap between storms, take an Uber to a Verizon store... find out they aren't a "corporate store", so don't have a phone for customers, get yet another Uber over to a corpo store, and call the fraud team.
Best part? They already had my identity verification from the email, and were able to unlock it. They just never bothered to respond to me so it could be done. ( So, there's another major issue for management. I also made sure they knew to have the Fraud team manager contact me as well. )
From there it was a simple matter to get the new phone activated.
Hopefully after the weekend I'll get a response from some management, and anyone looking at this in the future I hope things have been improved, or at the least you can use this post as a guide/warning.
We aer sorry for the issues you're having zemerick. Unfortunately our fraud prevention team does not have access to chat or email. You can reach them at 1-888-483-7200.
~Ivone
27 hours, unresolved.
I completed the email to send in documents to prove my identity. A response was supposed to be "Within a few minutes". I have been unable to get any update on this. Support refuses to contact anyone about sending an update.
Additionally, all of my requests to speak with an actual manager/HR/etc. about this mess have been either ignored or denied.
After 48 hours, I finally got the root issues fixed.
I had to wait for a gap between storms, take an Uber to a Verizon store... find out they aren't a "corporate store", so don't have a phone for customers, get yet another Uber over to a corpo store, and call the fraud team.
Best part? They already had my identity verification from the email, and were able to unlock it. They just never bothered to respond to me so it could be done. ( So, there's another major issue for management. I also made sure they knew to have the Fraud team manager contact me as well. )
From there it was a simple matter to get the new phone activated.
Hopefully after the weekend I'll get a response from some management, and anyone looking at this in the future I hope things have been improved, or at the least you can use this post as a guide/warning.
No, I CAN NOT reach them there...that's a phone number. Phone numbers like that are impossible to dial when you have deactivated my phones.
Can you borrow someone's phone, or find a landline? Very sorry to hear your new phone won't activate and your service is stuck in limbo.
Nope.
I went to sleep after 16 hours of dealing with it.
Woke up to an email from them. It had me identify myself with an ID and photo. It says it could take several hours more, but at least it's finally moving.
Best part is, this was a standard form email, with a dedicated website built specifically for this.
In other words, the whole thing about "Calling the phone number is the ONLY way" was a 100% lie.
Nearly 16 hours, no help so far. Have to get some sleep.
Start a new topic or ask questions in the open forum.
