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

[efgrady]

I'm reading these comments and responses, and what I am seeing is the same suggestion to call again. Believe me, I tried this way too many times. I wasted HOURS of my time, and just like these people and many others who have posted online, I went through the entire ordering process over the phone, paid for them, and then something went wrong in the identity verification process.  Every single person in both sales and fraud prevention told me there was no way to fix this error. (I tried multiple times because I literally could not believe there was no remedy for the situation.) This is unbelievable to me, that you would just let all these perfectly legit customers disappear because you have no way for them to not only fix the problem, but to even understand how or why it happened in the first place! I thought I had seen it all in terms of terrible customer service, but I was wrong. Congrats, Verizon. 

[vzw_customer_support]

Hello efgrady: I am so sorry to hear about the difficulties you've encountered while attempting to open an account with us and process your order. Please allow us the opportunity to investigate this further and see if there's any further guidance we can give to help remedy the situation. Please be on the lookout for a Private Note from us offering additional support.

-Christy