My elderly mother-in-law had a house fire 12/24/24. She has dementia, which has become worse since the fire. She now resides in a memory care unit at a nursing home. She had zero advanced planning in place, so due to the dementia, my husband, I (daughter-in-law) and a granddaughter have become her legal guardians through the courts. I am trying to close her Verizon account, but lack the all-important pin (which my mother-in-law could not remember at this point). I have emailed our guardianship court order to the proper Verizon email (documentl at hq dot verizon wireless etc). I have received an email reply indicating that the guardianship was received and is recognized by Verizon.
Today I called and tried to close the account. I was told since I lack the four-digit pin, I have to go to a specific corporate Verizon store, which is 45 minutes one-way from where I live. Is this for real? Why can't Verizon simply recognize the legal court-issued documents? If I have to go to a Verizon store, why can't I visit one in my local community?
We are dealing with epic-level stuff in this situation, which is complicated by the fact that my own mother passed 7 weeks ago, so now I'm dealing with that post-death process. Is there an option available to me that is more convenient? I really need some humane, human kindness-oriented assistance. Thank you in advance.
