Yesterday I went into a store to upgrade 2 lines for my children for Xmas presents. The first line went right through with no problems. When the second line started that is where the headache began. I was transferred to the fraud department. They said they need to identify my identity. So they asked a bunch of questions and then had me upload a pic of my DL. After another hold they came back on the phone and said they couldn't prove who I am and that was it and hung up on me. The rep had no idea what that was. He said come back tomorrow and try again. I came back today and did it all again. It was the exact same thing except this time the fraud department was even ruder. I asked what can I do to prove who I am. Again the lady said they can't discuss with me due to privacy and hung up again. I later was so upset I called the fraud line directly and asked if there is a way I can send my US issued passport. The new lady said nope they need me to open another phone application before they will even talk to me about it. Now I have 2 kids before Xmas and 1 has a new phone and the other doesn't. I am not looking forward to starting the third application just to be treated rude and given no explanation. It has been very frustrating and I have never felt so humiliated at a store before by the way they were treating me over the phone and the rep was standing there with his mouth open not believing it. It has really left a bad impression of me after being a customer for over 10 years. Has anyone had this same situation or have advice on how I can proceed? They are no help and won't even tell me what they will accept to prove I am who I am...
Yes I also am beyond frustrated with Verizon and their fraud department. My daughter tried getting off our account yesterday and start her own. She passed their credit check and today they asked her to verify her address with documents. She rents our guest house and utilities are included so she uploaded her lease agreement only for them to accuse her of fraud and cancel her new account. Spent two days on the phone with this company as well as an hour and a half on their chat with zero help. Why are we so trapped by their services with no ability to help us?
Tlove77, we always want your interactions with us to be easy-breezy. My apologies to hear this didn't happen but rest assured, we can help get you pointed in the right direction. May I ask, other than the fraud department, did you or your daughter speak with our Transfer your Service department?
-Natasha
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