Compromised access

[lamerapetatera]

Today, October 28, 2025, around 2:30 p.m. Pacific Time, my ex-husband called Verizon and gained access to my account to make changes. 

He had attempted to do so a couple of days earlier, but his access was denied by a Verizon representative.
Today, however, he was able to gain access through a Verizon representative.

I called Verizon immediately after learning this, but I was told that nothing could be done to help me.

I would like to understand how Verizon allowed this to happen and what steps can be taken to secure my account.

I felt violated, Verizon did nothing.

[SynthpopAddict]

Hi, I'm sorry to hear your ex managed to convince Verizon to alter your account somehow.  Unfortunately, this sort of thing happens when someone knows your account credentials and thus can gain access to your account.  Depending on what happened, I found the information below from the website regarding reporting fraud.

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If you receive a notice that your number was transferred to another carrier without your request, you should immediately dial *611 from your mobile phone or call 888-844-7095 from any phone. For after-hours support, you can use the Verizon Chat Assistant and type Live Agent.

If you believe you are a victim of identity theft, where someone opened an account in your name or made unauthorized changes to your existing account, you can file a fraud claim online. You will need to provide proof of identity and a police report. If you have unauthorized charges on your account, contact Verizon to determine if you've been a victim of fraud.

You can also report fraud to the Federal Trade Commission (FTC).

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Link to file a fraud claim online with Verizon:

Verizon Account Security - File a Fraud Claim

I would also report identity theft to IdentityTheft.com.  Change your password(s) for any compromised accounts and enable 2-factor authentication.  If a site accepts a 2FA method like biometric verification, sign-in with a PIN, or authenticator app code, use one of those for 2FA instead of SMS texts.

[vzw_customer_support]

lamerapetatera, thank you for contacting us! We understand the importance of account security and are committed to investigating this matter. We've sent you a private message for further assistance. -Sara