I opened a new account with Verizon around 2 months ago and at that time my drivers license was going to expire in few days after I opened my account, Yesterday I tried to add a new line to my account (BYOD) and the application was put on hold and they asked me to call a number to release the block. I called the number, they asked me to provide an ID and I provided my new drivers license which is valid till 2026. They still didn’t proceed with new line and worse, they suspended my whole account and terminated my 2 lines. I don’t have any outstanding balance and they sent me an email that my account is being suspended due to fraud suspicion and they gave me a number to call. I called that number, verified my identity by sending new DL, and answering all the questions they asked like my SSN, home address. Account pin etc, But they still refused to reactive my account as they think I’m not who I am claiming to me, so i visited their corporate store with my DL, SSN, Passport and everything and the store associates tried everything to convince fraud department that they see all the required documents but Verizon simply won’t reactive my numbers and they won’t tell me why. They won’t even talk to me nor would they talk to corporate store associates . I was with ATT for 11 years and never faced this issue and I hardly had to even go to store as everything was seamless, now Verizon disconnected my numbers and don’t even tell me whet my next steps are.
go to store
We're sorry to read about your situation. We're here to provide some guidance. Please contact our Fraud team for assistance, as they are the only team that can assist you regarding this concern.You can contact the Fraud Prevention Team by calling 888-483-7200 - Option 3 Sunday - Saturday from 7:00 AM - 11:00 PM Eastern Time. ~Peter
I dont think you understand the situation. I called that number multiple times and they wont talk to me because they think I am not who I claim to be.So I went to their corporate store with my DL, SSN, Passport and other address proofs but the fraud department wont even talk to the store representatives and simply disconnects the call. Now, I have devices that I bought from Verizon on installment pla and they wont even tell me what I should do with those devices. Can I return them to Verizon and get out of this mess or do I have to pay for the devices in full - they wont tell me anything.
Good morning. You would have to speak to the Fraud department or visit a corporate store. They would be the only places that could assist you with this issues-Joe
You are WRONG... at least on fraud dept side, they dont help anything. They repeat like a robot citing they can not identify me and therefore they gonna end the call.. thats only thing they are repeating. From the original post, the guy mentioned going to the store did not help clear him for mis-identification issue.. has that now changed? can we count on going to the store to clear this?
We want to help get you service ASAP, exodia819. Since our Fraud Team is having trouble verifying, the next best option is to stop by a retail store so we can help you in person.
-Lauren
Lauren, thanks for offering help but I went to the corporate store and guess what?? they called the fraud department again and same dumb cycle happened again, the fraud dept guys kept on repeating same dumb narrative without telling me what in the earth is wrong and ended the call. Store employees could not do anything... ANYTHING. Verizon is terrible at identifying someone. I had my driver licence, multiple utility bills and evern mortgage statement, I even had my US passport and these guys saying they can not identify me... ridiculous.
@vzw_customer_support Hi Support, please help out here. I see alot of same post complaining about 'verizon unable to verify identity' despite all providing legit document, pictures, etc. I hear one guy actually emailed CEO to get his situation resolved. Do I need to do the same? or can you help out here?
Yes, the fraud department were very rude to me and will not provide any information why they have suspended my account. They would not unblock my number so i can port it to another carrier either.
Hey there. I am in same situation at the moment. I tried to get new phone and plan by taking advantage of memorial day deal so filled out application online, moment after I get email asking for identification so I have uploaded all ID documents and utility bill but they rejected my application and now would not tell me why... Have you found a resolution on this?? I find this so ridiculous that company as big as Verizon is treating customers like s**t.
I can see this happening as I got rejected applying for service with vzw. They won't give me any reason other than due to consumer privacy laws we cannot give you the reason! Now that I see you with this issue I really don't want to go near vzw.
I am having the same issue as well. The fraud team is pretty useless.
"We cannot confirm your identity with the information you provided."
Do I need to send anything else?
"No we have everything."
The customer support asked me to go to a store - where I was told me they are unable to help me. And I should not have walked all the way there.
We're sorry to read about your situation. We're here to provide some guidance. Please contact our Fraud team for assistance, as they are the only team that can assist you regarding this concern.You can contact the Fraud Prevention Team by calling 888-483-7200 - Option 3 Sunday - Saturday from 7:00 AM - 11:00 PM Eastern Time. ~Peter
Thats not any assistance we all contacted the fraud department and they ask for all your documents mail id ect selfie and still say they cant verify who you are how is it my account is open and all of a suuden you cant verify who i am even going in store that makes absolutely no sense
add me to the list we were with t mobile 19 years same phone number now we goto verizon they suspended our account cant verify us so called with all the documents even went to the store couldnt help they are clueless and im no dummy something is up here and i wont be surprised if litigation is filed against verizon in a big way there is no way we going into the store providing id and bills and all and they cant verify you thats insane and we know they not stupid so what are they really up to
Please help me with something someone.. I'm completely lost and don't know where to go next. [email address removed per the Verizon Terms of Service] is my email address.. Anything is better than what I know right now. Thanks
<span;>I have the same issue. I have called the fraud departement several times and they still would not tell why they have suspended my account. I went to the Verizon store with all my ID cards to confirm my identity and guess what, the fraid department told the Verizon store agent that they could not unblock my account due to privacy laws. I asked what else do i need to provide to proof my identity, they didnt answer. this is the worst experience I have ever encounterd with any carrier. They won't even unblock my number to allow me to port it to another carrier. This is fraustrating and annoying.
I have the same issue. I have called the fraud departement several times and they still would not tell why they have suspended my account. I went to the Verizon store with all my ID cards to confirm my identity and guess what, the fraid department told the Verizon store agent that they could not unblock my account due to privacy laws. I asked what else do i need to provide to proof my identity, they didnt answer. this is the worst experience I have ever encounterd with any carrier. They won't even unblock my number to allow me to port it to another carrier. This is fraustrating and annoying.
The fraud department was very and would not give any reason why they suspended my account. They would not unblock my number so I can port it to another carrier either. Do they plan on seizing my number forever?
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