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New service application denied by Fraud dept...what to do next?

So I was attempting to start new service with Verizon. I initially put in order for 4 new phones. I made a mistake in that order (wrong phone) and called in and was told it was cancelled. In the meantime, we went ahead and put in another order with correct models. I had some issues with that ( email links we received broken, etc), and so had to call customer service who sent new links, and the problem seemed resolved. Signed contracts, got receipts and everything.

But next day I received an email saying that new order was cancelled due to inaction on my part for verification. I called into customer service, who told me it was cancelled and couldn't tell me why (didn't have that info). Suggested I start a new order. So I did, but popup window tells me to call this 1-888-483-7200 number to verify. It's the fraud dept. They take my info and tell me they can't complete the application, give me no advice on next steps.

What to do?

Comments

Verizon_Support

Thanks for reaching out here cnb8869. You are doing the right thing. Verizon cares about your online security and potential fraud that could impact you. Continue the contact with the Fraud Prevention Team at the number provided above (1-888-483-7200). You are in good hands with the team.

-Deb

cnb8869

I'm on the phone with them now. Still no luck. They have me take picture of a utility bill and email it in. Says he received, then sends me to Fraud, and they say they can't verify. And to wait for 6 months to re-apply.

wendijo1176

Did you get this resolved ? I hope so

Tgemini

Was this ever resolved? I’m going through the same nonsense with them and can’t get anyone to actually help me rather than read me a script over and over saying there’s nothing they can do to verify my identity.

neutrino1

I am having similar difficulty with fraud. We are in a poor part of town. FTC time for denial of service?

Mellie_m

I am currently having a similar issue except for one phone was this ever resolved or did you get any feedback?

Twinsmom4

I’m having this same issue. What is going on with Verizon that this is an issue. I’ve been a customer of theirs for 20+ years. I’ve given them every id I have and bills. What else can be done Verizon!?!?

Verizon_Support

Oh, wow! Being on top of your new service application is vital, especially if you are encountering issues. Verizon is here to guide you in the right direction.

Please tell us, were you able to contact our Fraud Team for further clarification? If yes, what did the say?

~Gilbert

singhway2000

I am having the same issue, no luck getting new service. I am already a Verizon Fios and Land line customer and trying to add Mobile service. Get transferred to fraud department and they deny service without giving any options for recourse. Even asked for manager at one point and manager went through the same process only to have the same result. Don't know what to do, even tried it with wife's name on the application instead and same result. Please help

Verizon_Support

Hello singhway2000. We're sorry for the issues you have encountered. You may want to reach out to our Fraud Prevention Team at 1-888-483-7200 to see if they can give you more details.

~Ivone

singhway2000

FTC complaint filed for denying my Identity

singhway2000

You completely ignored what I said, I already spoke to the fraud department and they did not care and denied who I am. I called anyway again and went to the same place and had the same issue....

singhway2000

Another day, no reply, no explanation from fraud team

Complaint now also filed with BBB

Keep it up Verizon,

Not letting you get away with false advertisement of 4 phones and $300 gift card plastered all over your site.
It's obvious you just don't want to keep up on your end of the deal giving away the phones so you make up a false accusation about not being able to verify the identity of the customer despite giving what you asked for and even willing to give more.

Dbblup2008

I am having the same issue

I am looking for a response to my recent experience with sales and the fraud department. Over the last few hours, I have spoken with several representatives concerning my recent application for service. To give some insight to the situation, Tuesday evening I called the sales line to inquire about service. I want to port over my services from T-Mobile, the representative, Donald did a great job in explaining the plans and devices. When got to the portion of the call for the devices I asked him how I could have one of the lines for my daughter to pick up as she attends school in college in Atlanta. The rep stated that it could either be shipped or picked up at a local store. I elected to have her pickup her device from a location in Atlanta. From that point we proceeded to process 3 orders. The next day I received an email to validate my identity. And within 3 minutes received another email stating that my order had been cancelled. When I arrived at the store, I was instructed to call the fraud department to validate my identity. After speaking with the representative, I felt it was best to return home to look over my emails to get an understanding as to what happened. This morning 11.21.24 I placed a call back to customer support to get clarification as to why my order had been canceled and to see if there was a reconsideration or reapplying option, this communication took over an hour and I spoke with multiple representatives in various departments. It was almost as if no one wanted to offer an explanation or assist me and would end or place my call back into a cue or transfer me to a different person. Until I reached Zach in tele-sales. He looked over my order and explained to me the potential reason the order was cancelled and that he would assist me in canceling my orders and would attempt to assist with reapplying. Which he did an I was transferred again to the fraud department with the same result. As a consumer I can appreciate the heightened security measures however the way I was treated and the lack of transparency has me a tad bit upset and disappointed at the situation, additionally the cause for the order cancellation was to no fault of mine. Now if out of all of this I only receive a response would be great however please offer up more then the script that I’ve heard 50 times

Julie47jnh

Same issue. We've been with Verizon for 15+ years on a family account. The primary (my dad) is terminal and passing soon so we went to open our own account through my husband and same thing. Asked if we could go to a store with documentation to confirm his identity and was told no. Asked for a supervisor and same response. Horrible service. Could give no reason as to why other than he was flagged as fraudulent. Seems to me if they can verify him then we'd be able to go to a physical location and verify him in person.

Buhzitheartist

Wow im having the same issue and I see no one is getting theirs resolved. I was coming here hoping to find an answer but now I see I'll never get one. I keep getting frustrated at the rep on the phone even though I know its not their fault. I was at one if their stores with every thing that could prove my identity including my birth certificate and still I can't get past this. So today im switching to t-moblie. If you're experiencing this issue trust me the dont care one bit to solve it especially when you're already a customer

Verizon_Support

Hello Buhzitheartist, we're sorry to hear about your experience, we want to be able to provide service to our customers and would hate for you to leave. Have you contacted our Fraud department at 888-483-7200 yet?

~Brian

Unsatisfied21

I had close to the same problem with a new account . I didn’t receive my first phone but already had an account set up and bill sent. A customer service rep set me up with a new phone number and phone which I picked up at the store. My account was showing two phones and two phone numbers and I didn’t have access to the second phone as the account was set up to the first number which I never received. A call into the financial department led to a fraud ruling and a disconnection of my account. When I went back into the store they could do nothing about it and I returned my phone. A $50 restocking charge was issued and I have no idea if I will get back the money I paid on the first bill. Verizon will not be my service provider.

mar1sa

I have this issue, currently. The Fraud Dept. has been nothing but difficult for me.

ontoTmobile

Verizon, it sounds like this is just a b56t and sw!tch. I have the exact same things as the others. I have spent close to 5 hours between the chat, store and on the phone. I have done everything that you have asked for. I will be contacting the BBB and the business rep for my company to inform him that I plan on moving my 60+ devices away from Verizon. You take my money and then figure the deal was not in your favor so you make up a load that you can id you am while I am sitting in a corporate store!!!

Verizon_Support

Hello ontoTmobile, we hate to hear you have had this experience. So we can better assist, we will be reaching out via Private Message. -Dee

Petersmm

I’m going through the same and they told me I can only get prepaid

Petersmm

Everyone has spoke to your fraud dept and it’s getting us nowhere

Verizon_Support

Hi Petersmm. Thanks for explaining those details. I know this has been a frustrating experience. For security reasons, our fraud team needs a document that clearly ties your name to your current address. For assistance, you will need to contact the Fraud team again at 888-483-7200, or stop by a Verizon store with your documents and photo ID so they can help in person. If needed, starting with prepaid is also an option and you can switch to postpaid once the address is verified.

-Dee

kimberlymccann

Verizon is ridiculous. My daughter had the same problem but they didn't mind taking my payment for her new service and phone. I'm waiting to get that back now. I wouldn't think Verizon could afford to turn any new customers away but their loss is AT&T's gain. My daughter is signing up with them tomorrow with a much better deal. I was shocked to hear how rude the Verizon rep was to her. He was talking over her not giving her the chance to speak and ended up telling her to go into the local store after waiting 4 days to re-apply. No thank you. I have them for work. Not my choice so I would definitely choose another carrier if it were my decision.

harleypower69

My wife immigrated here in November of 2024 on a K-1 Visa. We are married and I have been a Verizon Customer for over 20 years. She has immigrated lawfully and has her Social Security number, photo ID from State of FL and USCIS documents. Like others she wanted to get an American phone. Like others the so called Fraud Department denied her despite uploading documents and photo.

I contacted Customer Champions and Josh suggested applying online which we did. Gave all information asked for but at Step 5 of 6 were made to call the number. Asian woman had zero manners and after multiple waits simply denied and said do a prepaid. I am 71 and my wife is 51 with high credit scores. These employees have just lost our business as this is rubbish for customer service.

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