Verizon’s Customer Service

I had one of the most frustrating customer service experiences ever with Verizon. I initially spoke with the sales department, and things started off okay, they were helpful and did their job decently. But after that, I received an email saying they couldn’t verify my identity.

I called in to resolve the issue, and it all went downhill from there. The representative I spoke with had absolutely no idea what was going on. She kept repeating herself for over 10 minutes without providing any real answers. I asked to speak with a supervisor, and unfortunately, he was just as unhelpful. I repeatedly asked why they couldn’t verify my identity, and he refused to give me a straight answer.

I explained that I’m already a Verizon Fios customer, I have internet service at home and was just trying to bring my phone lines over as well. Still, no explanation, no solution. I even asked to speak with a manager and was told I couldn’t be transferred.

It’s unacceptable for a company of this size to provide such poor support and leave customers feeling ignored and disrespected. I had every intention of becoming a loyal mobile customer too, but after this experience, I’m seriously reconsidering.

Accepted answers

Verizon_Support

We had sent a Private Message to continue the discussion related to your order concerns. This issue is specific to your new service request, so we will need to continue in Private Message to fully resolve any questions.

If anyone else is having trouble setting up a new account and has been advised to contact the Fraud Prevention Team (FPT) to validate an identity, we recommend contacting them directly for further assistance. FPT can be reached at 888-483-7200 Sun- Sat 8:00 AM - 12:00 AM ET.

If anyone runs into any other issues or questions, please contact us for support.

~Izzy

All comments

Verizon_Support

Hi cioby95, Thanks for bringing this to our attention. That is definitely not the experience we want our customers to have, especially when trying to acquire new, additional services. If your concern has not yet been resolved, we're here to help. Please respond to the private note we're sending. -Red

cioby95

Thank you for responding, but the damage has already been done. The lack of transparency, accountability, and basic support I received over a simple identity verification issue was unacceptable. I was trying to give you more business by transferring my mobile lines in while already being a Fios customer and instead I was met with confusion, repetition, and refusal to escalate my issue.

I still never received a clear explanation of why my identity couldn’t be verified, and I was left with no resolution. I’m disappointed that a company like Verizon can’t provide a straightforward, respectful customer experience.

If you really care about fixing this, I expect more than just a generic private message. I’m not asking for apologies I’m asking for real solutions and accountability.

birkanyavuz

I am trying to switch from Xfinity to Verizon and I started the chat with one of the representatives today at around 1 PM. We picked the plan, I chose to trade in my iPhone 11 and then added the iPhone 16 to my plan. Chose some perks etc, everything is normal up to this point. I got the soft credit check too. And then at the very end where you enter your card info, the payment failed. I tried again and it failed again. After a few hours and at least 5 credit cards and 2 debit cards, I was unable to pay. At some point one of the representatives said "Verizon can't verify your identity." How can this be? What other information do you want from me? I swear I wasted hours trying to solve this issue. I agree with you. The customer service at Verizon is terrible. No one knows what is going on, all they do is try to sell you protection plans, accessories, etc. Why on earth are you not letting me pay Verizon???

Verizon_Support

We're sorry to read about the issue with starting service with us. We'll be sending a private message. ~Peter

birkanyavuz

No one at the fraud team was able to help. They said it wasn't about them. I'm still waiting for an explanation and solution. Thank you.

Verizon_Support

We definitely understand your frustrations and want to help in any way we can, cioby95. We will send you another Private Message to ensure this is further looked into and a solution provided.

-Danielle

cioby95

No worries, I've been waiting for a month for an explanation nothing happened....

SynthpopAddict

Out of curiosity, was your ID about to expire when you were signing up for service, or did you recently move, and your ID wasn't updated yet? I've read other threads where either of these situations will cause an order to be flagged as fraudulent and then the order will be canceled.

birkanyavuz

None of these. My ID was fine. My credit score was fine. And I even had a Verizon account two years ago. No one was able to solve this issue..

Verizon_Support

Hello birkanyavuz, we want to help review your sales transfer support. So, we can better assist, we will be reaching out via Private Message.

-Sarge

Verizon_Support

If anyone runs into any other issues or questions, please contact us for support.

~Izzy