Can’t verify my identity

[Vanadiane16]

I ordered 2 devices, i paid for them, they took the money out and everything. I received the order numbers, and I’m thinking cool everything is done. I received an email saying that I had to upload some documents to verify my identity. No biggie, I uploaded my verification documents. I didn’t receive any emails after that, so I called in. They gave me the run around and kept saying basically they couldn’t do anything and they refused to tell me why my verification documents weren’t accepted. I showed my ID how isn’t that enough to verify my identity. You give them your social security number when signing up for Gods sake. 

[vzw_customer_support · Accepted solution]

We are sorry to read that you had this issue with your order, as we know how it can be frustrating to have delays with your devices. In this case, we recommend contacting our Sales Team for additional assistance. You can contact them at: 

800-256-4646

Hours of Operation
Mon-Sat 8:00AM - 10:00PM ET

Sun 9:00AM - 10:00PM ET

~Freddy

[Vanadiane16]

I tried that already 

[vzw_customer_support]

Thank you so much for letting us know, Vanadiane16. Unfortunately, only the Fraud Prevention Team (FPT) can help complete the ID verification process. We would recommend reaching out to them for further review. We hope this information helps. 

~Izzy

[Bigspycm]

I had the same issue. Tried twice, talked to ten different people and was told that they could not do anything and I should go to another mobile carrier 

[vzw_customer_support]

We are truly sorry to read that you had this issue not only once but twice with your order, as we know how it can be frustrating to have delays with your devices. In this case, we recommend contacting our Sales Team for additional assistance. You can contact them at: 

800-256-4646

Hours of Operation
Mon-Sat 8:00AM - 10:00PM ET

Sun 9:00AM - 10:00PM ET

If they are not able to aid you, we suggest getting a hold of the Fraud Prevention Team (FPT) at 888-483-7200 (Sunday - Saturday 8:00 AM - 12:00 AM Eastern Time), they can provide support with the ID verification process.

We hope this information helps. 

~Gilbert

[Ruthet115]

Had the same issue. Uploaded all documents. Spoke to 3 people all who said there was nothing they could tell me about why they weren’t able to and also said there was nothing I could do or provide to change it. Absolutely horrible customer service. I have seen several message boards with the issue and the only responses are to contact the fraud protection… which we have already done. Clearly there is an issue on your end, and there should be real solutions not this generic response. 

[sunnybird004]

The same thing happened to me and they still have my money and I ordered  on the 4th

[vzw_customer_support]

Hey sunnybird004. We're sorry that you are having issues with the verification. Please watch out for a private message from us. We'd like to see if we can help.  -Sara