Fraud department

[mmiok]

8/12/24 placed an order with a Verizon rep, Lloyd from Florida.  Spent 2 hours on the phone.  Payment went through and was withdrawn from my bank account.  

8/13/24 received a call from a non-Verizon/personal number that order needed to be duplicated from start to finish and that supervisor Jess was contacted about it.   Spent another afternoon/evening redoing the exact same order.  Another withdrawal from my bank, verified.   My question is "what kind of supervisor advises this but doesn't see the Verizon rep through the process?"   Order Number:  *****     Location Code:  *****

8/13/24 receive another call 5 minutes later by Lloyd that the fraud department is holding my account due to Verizon's fraud department and that they needed my husband's driver's license front and back?  HUH?  You guys took my money two times no problem?  You don't know who Marcel ***** is?  If this is true, what power do you have to go into my bank account two times and make 2 withdrawals from my account.  If my husband's identification is not verified, how are you able to take our money?  

I felt funny about this second order.  I felt funny about the calls from personal numbers.  Is this a spoof?  Is this real?  Is this an illegal act?  Why is this man calling me from Florida and why is there is urgency with him and why is he calling me and texting me up to 7 times?  I told Lloyd that I felt funny about this double ordering, the calls from non-Verizon numbers, and the asking of driver's license.  What in God's name are you talking about?  You took our money?  If you don't know who Marcel is, how can you take our money?  I told Lloyd that I didn't feel my personal information was safe and I would feel better he gave me his supervisor's number so that I could verify that this is a real Verizon transaction.

8/14/24 We receive email that we have until the 17th to verify my husband's identity.  My husband calls the fraud department.  We get transferred to JD, the supervisor.  JD hangs up on us and tells us he is cancelling this order because he can't verify my husband's identity.  What in God's name are you talking about?  He is on the phone, he gave you social security number, he gave you access to his credit report, and then he gave you access to remove funds from our account 2 times.  I don't get it.  You cannot know who he is and take our money, but you can't fulfill the order?  JD hangs up on us and doesn't give us any explanation.  

8/14/24 I call Verizon located in Lakeside Circle and speak to Karen and I am crying and at a loss.  What did we do wrong?  What kind of Verizon treatment is this?  She verified that my husband's credit is in-deed staller.  She also agrees that there is no reason we should have been turned down on this order.  What is going on?  Does anyone care about the American people anymore?

On both 8/12 and 8/13 my husband made me the account manager to his account.  There is recorded verification on at least 7 different occasions that he allowed Verizon to talk to me on his behalf?  So, Verizon makes a withdrawal from our account two times, they run my husband's credit which is SUPERB and he was approved for $7000.00, they also received our AT&T transfer pin.  These are all verifications of his identity.  

While we are on the phone with the fraud department, JD and he hangs up on us.  What supervisor hangs up on a potential new customer?  Verizon, you are wrong.  You do know who my husband is.  This is not fraud.  I am submitting a complaint with the State of Michigan, Federal Communication Commission and the BBB.  

Also, we had until the 17th to hypothetically verify my husband's identity.  Who is JD and how is he able to cancel our order when HE IS THE ONE THAT IS WRONG.  ALL of this is wrong, Verizon.  

MARCEL ***** *****

Order Number  *****

Location CODE