Can’t update my account’s legal last name in order to match and apply my acp discount
Appleciddonut
Newbie

So I got my service about 3 weeks ago,  and when I applied for the acp discount and entered all my correct info and got qualified for it. Then I tried to apply that discount but it wouldn’t work because I dont have both of my last names in my Verizon account, eg first name: John, and last names: Cena Smith, but Verizon account only had John Cena, missing the second last name. I called representatives 4 times to try and have it fixed and they never manage to fix it. They just submit a credit verification or an order to try and update my last name and it never works, they just tell me theyll schedule a callback, but when they do, they never callback. One of them also said they submitted a technical issue because they thought it could be another issue but I never heard back from the submitted case. I dont know how to fix my last name and i need that acp discount to be applied because that was one of the main reasons I got the service. I was thinking that maybe it could be when they do the credit verification or something because i checked my credit report(im new to credit and just got my card 3 weeks ago) and it also only has one of my last names instead of both. I’ve already filed disputes to have them updated. Can this fix the issue, or is it something else? And if somebody can tell me how to fix it, please do so. Thank you

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kh-gary
Moderator Emeritus

Hi Appleciddonut,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger inbox for a message from a Verizon support agent. You can find your inbox by clicking on the envelope icon that appears at the top right corner of this page. Response times may vary and may be delayed at this time. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

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