On 6/17/2023, my fiance, in-laws, and I went to our local Verizon to get off other accounts and onto our own account. After transferring our lines and verifying my credit multiple times, the account was successfully made. Afterward, I went to upgrade my device and the representative said that after all that, now I have to confirm my identity with an ID and bill in order to continue- which he was confused as to why we had to do this after already making an account. At this time, I could not complete the form because it would not take screenshots of previous bills ( it needed to be a physical paper copy). Fast forward to today and I bring a bill in, our representative gets on the phone with someone to confirm my identity. I submit the required documentation and it successfully goes through - the guy on the phone hung up without finishing helping us due to "high call demand". We then call another person and she says she was unable to confirm my identity with the documents provided and could not give me any answer as to why We call and get a hold of a superintendent and our physical representative said I was flagged as fraud - so every person we got a hold of including the superintendent said the same thing over and over again line for line. Now our account is suspended and our phones do not work. Our representative at the store was amazing and super helpful in trying to help us. I do not understand what I did wrong and/or what I need to do to disperse and correct the situation. My Fiance and I are heading to the store in the morning to discuss everything with the manager and try to fix it but we could use some guidance or any answers. Thank you in advance. 😞
We're sorry to hear that your account was flagged as fraud. We recommend reaching out to the Fraud Prevention Team at 888-483-7200 Sun-Sat 7:00AM - 11:00PM ET. They'll be the right team who will be able to help you get this taken care of.
~Jesse
This has happened to me this morning. That phone number is not the way to resolve this. They keep telling me I’m not me.
@IamwhoIsayIam wrote: This has happened to me this morning. That phone number is not the way to resolve this. They keep telling me I’m not me.
Thank you for bringing this to our attention and we understand how important it is to be able to complete the process for your account or order. However, only the Fraud Prevention Team would be able to discuss any requirements if an order is requiring something additional. They can be reached at 888-483-7200 Sun-Sat 7:00AM - 11:00PM ET.
-Andi
I had the same problem as well. Today when I tried to start an account
Happy Monday! We are terribly sorry to see you are encountering account start up issues. Our goal is to guide you in the right direction.
Please contact our Fraud Prevention Team at 888-483-7200 (Sunday - Saturday 8:00 AM - 12:00 AM Eastern Time). They will provide the support you need.
Thanks for your interest in our service.
~Gilbert
Hello, I have almost the same scenario were you able to sort it and get back your account?
They have done the same thing to me this morning and will not provide me with any way to prove I am me 😞
Hi, so our situation got resolved! For some reason, we had to make payments on the new account for a couple months before attempting an upgrade. Other than that, we just talked to representatives in the store and they discussed with different individuals on the phone and vouched for us pretty much. We had to go through it for a few days. I hope this works out for you all!
I literally dealing with a similar situation right now. The fraud team offers no way to resolve this.
Hi, so our situation got resolved! For some reason, we had to make payments on the new account for a couple months before attempting an upgrade. Other than that, we just talked to representatives in the store and they discussed with different individuals on the phone and vouched for us pretty much. We had to go through it for a few days. I hope this works out for you all!
Hello, JulesMom2023. This is awesome to hear and thank you so much for this update. Remember, we are always here for support when you need us. https://www.verizon.com/
-Natasha
We have the same situation and have provided car registration, live photo, CA ID front and back, pay stubs to them deny us and say we are wasting our time calling them. How are we to resolve something we know is not accurate.
I have run into the same problem. I just moved from T Mobile and upgraded two phones yesterday in the Verizon store. I tried to port and upgrade a third phone a day later over the phone and provided my drivers license and car registration to verify my identity. Now my account is suspended. I visited the store where I created my account and the same specialist I spoke to the day before called the fraud department to vouch for me and ask for my account to be unlocked. He called twice and I called once from my husband’s work phone and none of it helped. We are a family of four with no cell service a day after switching to Verizon. I am at a loss as to how to fix this. I can’t even move to a new carrier since I just signed up for two free iPhones that I would need to pay for out of pocket. I experienced wonderful customer service in the store and the worst customer service through the call center.
Oh, wow! We are stunned to see you in this situation. We know the importance of having a functional service, especially with a family of four. Our goal is to offer the support you deserve.
Feel free to check out our port details through our FAQs: https://www.verizon.com/support/local-number-portability-faqs/.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
We NEED HELP with the same thing. How can we get connected with a supervisor within the fraud prevention team. My girls were getting 1 big gift for their birthday (which is today) and we have been dealing with a nightmare trying to buy them phones. Our account has been flagged as fraud and our order was cancelled. They will now receive nothing for their birthday because of everything we have gone through. The reps at the store have been amazingly nice. Managers have tried to help at the store level, but nobody can figure out why we can’t buy our phones. We have been great customers for 21 years. We don’t want to change providers, but are very frustrated with why we cannot buy these two phones. When you talk to the fraud team they will NOT provide any answers such as a timeline of when this will be fixed or if there is anything we can do. On top of it yesterday, they turned off of our service with NO warning which thank goodness was at least resolved today. On top of the phone issue, we are such a good customer that we have Verizon Internet too, and when they shut our service off temporarily, it took that out too. A family of 5 had zero ability to contact each other and 2 people on the family were out of town. We did nothing and this poses a dangerous situation when we have kids and aging parents who are not able to get in touch with us. Where is the customer service with this situation? The representatives and manager at the store also cannot believe what we have gone through. I would like for someone to reach out to me to have this cleared up immediately. I need a supervisor that can help.
Did yu get it resolved bc I’m dealing with the same thing here
This actually just happened to me yesterday. I was trying to switch four lines from T-Mobile over the phone and they said it was suspected fraud. I uploaded my ID and my lease agreement and they still wouldn’t take it. So I came in person and the employee said it’s actually confirmed fraud so they wouldn’t move forward. I don’t understand how something can be confirmed fraud if it wasn’t even investigated or confirmed with the person whose identity it was? WHICH IS ME. I’m sorry but no cops called me to confirm that my identity had been stolen. Seems like I dodged a bullet based on these other messages where it seems like they treat existing customers the same way.
We have the same situation and have provided car registration, live photo, CA ID front and back, pay stubs to them deny us and say we are wasting our time calling them. How are we to resolve something we know is not accurate. we have 6 phones lines, 3 watches and 1 tablet.
This seems to be a common issue. I was trying to transfer my service from AT&T to Verizon and found myself without phone access the next day. We go back to the store and find that it's been flagged as fraud. Several phone calls with the fraud department went without resolution. They appear to be reading from a script and couldn't give me any information on the "discrepancies". Even asking to speak with a supervisor went unheard. In addition, they have now hijacked my phone numbers that my husband and I have had for years!
Hello, AZShari. We would never want to see you without your service and we are overjoyed to hear you have chosen us as your provider. It would be best to continue to communicate with our Fraud Department as this is the correct place to clear up any info they are requesting. Please call them by dialing 888-483-7200.
-Natasha
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