I am the account manager for my 90 year old mother's account. She lives in assisted living and is able to manage most things on her own, but gets confused using her phone sometimes and can't find text messages. Verizon refuses to allow me to access her account online without their 2 step that requires her to get a text message. I understand security but this is totally ridiculous. Their suggestion was for me to add another line to her account so they could send the message to that line! Probably helps their sales quota of new lines..... She recently had some bank fraud and I needed to change her auto payment method and was originally told I could only change it online. I asked what if her phone was broken or she had no cell service how could we login?? They refused to help and I spent 2 hours on the phone and after multiple escalation to supervisors they would not come up with any method to login. I cannot be the only person that manages an account for an elderly person that struggles with technology. I recently had a similar issue with my daughter on a different carrier and they just gave me an 800 number to verify my identity (her phone had been damaged so she couldn't receive a text). This should NOT be that big a deal. Elder abuse!!
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