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****URGENT REQUEST FOR HELP ****
My phone broke on Sunday. On Monday, I went to a Verizon (franchise) store to pay off my remaining balance in order to upgrade my phone. They were unable to complete the upgrade due to a validation error.
Overview of the issue:
- Representatives in store and over the phone continuously get a validation error when trying to complete the upgrade
- They are unable to make ANY changes to ANY of the 5 lines on my account (except to suspend service), they cannot cancel or upgrade any of the lines
- I attempted to upgrade myself online and got as far as choosing a protection plan, but received an error that stated "Your service is associated with a Services & perks restricted. Contact your administrator for assistance."
- I tried to sign into the safe family account and got an error
- In the past three days, I have spent at least 4 hours online, 4 hours on the phone, and 3 hours in person with various representatives.
- There have been 3 tickets opened for this issue since Monday, there is still no resolution
- My account has always been paid timely and in full
I have been unable to access my personal and work accounts since Sunday due to two-factor authorization issues since I can't use my phone. I would switch carriers just out of desperation, but since my account can't be changed, I would end up paying for two accounts with two different companies which isn't a viable solution for me financially after paying off my phone.
Every single person I have worked with at Verizon in the past 3 days has been just amazing. The personal service I have received is unlike that I've ever experienced, but the actual service being provided is costing me quite a bit in lost time and productivity...not to mention the cost to Verizon for the same on their end.
I REALLY need a resolution to this problem by tomorrow. I'm hoping someone here has some experience with how we can solve this problem.
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Hello. Having access to manage your account is crucial, and we are concerned to learn that you are experiencing issues to access the account on your own, as well as when you visited the Verizon store. To better assist, I'll like to take a closer look. Please reply to our Private Message, so we can get started.
~Maria
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Hello,
I need to upgrade the lines on my account and have been trying to cancel Verizon Family for 2 weeks, but am still getting an error when I try to process either task.
I will need to switch my lines to a different carrier by tomorrow if I am unable to complete these tasks. Please assist.

