Cancel service at their former home, and
Transfer their existing landline number to their new assisted living residence, without requiring the inaccessible information detailed below.
My mother has dementia, and my father has Parkinson’s and associated memory decline. Last Friday, they moved into assisted living. As such, I need to disconnect TV, WiFi, and landline service at their former residence and transfer their landline number to their new assisted living apartment nearby.
Unfortunately, after several calls and a chat with your social media, Verizon’s customer service process has made this transition unreasonably impossible. The standard options for account verification are not viable due to the nature of my parents' health and memory issues:
Account PIN: None of us know the PIN. A temporary PIN was supposedly mailed, but after two weeks, nothing has arrived. I was told I could request another and wait again, which is not practical or acceptable.
Original account setup details: Asking for the exact date the account was opened or an alternate phone number from 18+ years ago is unrealistic. We tried the cell phone numbers I just discontinued with another provider. We tried my home and cell numbers. Could it be a previous cell? A work number at one of the placed he worked? Who knows?
Online access: They never used apps. I don't know if they set up online services, and it doesn't matter, because any reset options are inaccessible as we cannot access their email.
Despite offering to provide legal documentation (POA), Social Security numbers, birthdates, billing credit card information, mothers' maiden names, and other personal details, I have repeatedly been told none of this is acceptable for account access. Your representatives continue to follow a mindless script, showing no flexibility and offering no escalation path.
This means Verizon is continuing to charge my parents for services they no longer use, while simultaneously refusing to transfer their landline number, a vital connection point for their medical and personal care.
One representative suggested starting a completely new account and phone number, which would create unnecessary disruption and hardship — and frankly, appears to be a way for Verizon to extract more money instead of solving the problem.
I am happy to provide any documentation necessary, including proof of POA, to gain access and stop the madness. Please let me know how we can move forward — quickly and compassionately.
You call up Verizon and let them know parents do not live there they are moving. Then just disconnect all equipment and return to a Verizon store keep the receipt. If they charge you call your town or state representative. Good luck and God bless
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