Verizon CNAM database Incorrect
WuchaGot
Enthusiast - Level 2

It is sad that after weeks of trying to contact Verizon and resolve an apparently well known and common issue I am left with a forum rant as my last recourse to plead for help from Verizon. Whats even sadder is the complete contempt Verizon has for their customers and the community that is forced to suffer their poor service. I have researched this issue for a couple months now and the internet is FULL of consumers with this same exact story (on this same exact forum at that) as I am about to tell: Verizon's broken CNAM system,  countless incorrect caller ID listings, and Verizon running customers in a circle and denying that the problem exist. 

So here goes...... I am a VoIP phone engineer for an international services provider with hundreds of phone numbers served by a well known and reputable SIP provider.  We have had our numbers for decades and make 100s of thousands of calls a year. We can make calls to clients with AT&T, T-Mobile, Cableone, Comcast, or any number of other phone carries without issue but when we call a client with Verizon service the Caller ID information for a completely unrelated doctors office is displayed across our clients' ( Verizon customers) screens. We have reached out to Verizon's customer support number, business customer support number, emailed the executives here (https://www.verizon.com/about/our-company/executive-bios) and filed complaints here (https://voicespamfeedback.com/vsf/) and we are always disregarded or ignored completely. Every interaction with any level of support always results in the same copy and paste cookie cutter replies denying any responsibility for the issue and telling us to contact our carrier. Our information with our carrier is correct  and caller ID is accurately reflected when calling phones with every other carrier accept for Verizon so it is clear that it is 100% a Verizon issue, But Verizon reps can not wrap their heads around it.  Verizon support is horrible and they have no path to resolve this well known issue that potentially cost businesses 100s of thousands of dollars a year and that is not hyperbole. With the 100s of thousands of calls made every year, if inaccurate caller ID cause us to miss just 1000 sales or renewals at $40 to $200 each the potential loss really adds up.  

Its sad to navigate all the threads that pose this exact complaint and watch the Verizon reps try down play the issue or pretend that this issue doesn't exist. 

https://community.verizon.com/t5/Other-Network-Discussions/How-to-Correct-Clear-the-Verizon-CNAM-Dat...

https://community.verizon.com/t5/Other-Network-Discussions/CNAM-Database/m-p/1698747#M133548

https://community.verizon.com/t5/Other-Network-Discussions/CNAM-database/m-p/1209042#M121986

https://community.verizon.com/t5/Other-Network-Discussions/CNAM-database-Verizon-entry-incorrect/m-p...

 
 
 
 
 

 

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4 Replies
vzw_customer_support
Customer Service Rep

We're sorry to hear that the wrong information is being displayed when you call a Verizon customer. We'd love the chance to help you in any way possible. We're going to send you a Private Note so we can gather more information.

~Jesse

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WuchaGot
Enthusiast - Level 2

@vzw_customer_support I received your PM and while we do have Verizon services for backup internet connections in some of our datacenters that is only for networking, not phone service. But you are still missing the point, your (Verizon's) 3rd party CNAM service is affecting countless consumers that are NOT Verizon customers. This is not an issue of what caller ID information Verizon is listing for their own customers numbers through the customer portal, the issue is that Verizon maintains, or subscribes to, a 3rd party CNAM database that holds caller ID information for lines across multiple carriers (Not just Verizon's) and then you feed that information to Verizon customers through your caller id and spam filter app. If Verizon's database is outdated or otherwise incorrect then Verizon is providing inaccurate or false 3rd party caller ID data to its customers for phone numbers completely unaffiliated with Verizon. Lets say we are an internet service provider name "CableCast" (fake name) and we call a customer to inform them they missed a payment and we are going to disconnect their service and that customer sees "Jims Foot Spa" on their caller ID, because Verizon's database is wrong. When we start threaten to disconnect service for that CableCast customer unless they make a payment, this comes across to the customer as suspicious, "why is Jims Foot Spa calling me for my CC info".  What is CableCast supposed to do against Verizon for willfully distributing false or inaccurate data about CableCast if CableCast isnt a customer? Verizon should be accountable for willful distribution of false or inaccurate information and if Verizon can not adequately manage and maintain their own ACCURATE CNAM database then they should stop trying and just use one of the established  mainstream databases that already exist. And if Verizon insist on continuing to try reinvent the wheel then at least give business an efficient means of communicating with a CNAM team and resolving these issues. 

 

Mistakes happen but what makes company good or bad is how they respond to their mistakes. Companies are so afraid of "liability" that they will painfully and poorly lie to their grave about an obvious mistake they made. Just admit the issue, fix it, make it better, and move on. Lying doesn't change that we ALL know the issue exist, it just makes us not trust or like your company. 

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vzw_customer_support
Customer Service Rep

We understand how important it is to get this resolved. What you can try is having a Verizon customer reach out to us so that we can get a ticket submitted for this Caller ID concern to be looked at, as we need a Verizon account to set up a ticket. We would also suggest you double check with your provider to confirm everything is right on that end. ~Peter

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WuchaGot
Enthusiast - Level 2

@peter. Please STOP telling me to check with my provider!  I was not born yesterday, I did not just start my carrier as a Linux and VoIP phone engineer last week. If you had taken the time to read my rant (I know its long) you would have clearly read that we have confirmed that our information is correct with our carrier several times now, all our caller IDs comes across accurately with every carrier except Verizon, and this is a well known issue with Verizon's service and reported in numerous threads by numerous customers. This is 100% a Verizon issue and a Verizon problem, an issue that is causing problems for countless Verizon and non Verizon customers. You, like every other Verizon employee, are being painfully dismissive. I did not expect anyone to Verizon to actually come up to bat and try to help resolve this so really your response is just par for the course.  I will keep emailing executives I guess and I will make sure to mention how helpful the support team  has been. 

 

https://community.verizon.com/t5/Other-Network-Discussions/How-to-Correct-Clear-the-Verizon-CNAM-Dat...

https://community.verizon.com/t5/Other-Network-Discussions/CNAM-Database/m-p/1698747#M133548

https://community.verizon.com/t5/Other-Network-Discussions/CNAM-database/m-p/1209042#M121986

https://community.verizon.com/t5/Other-Network-Discussions/CNAM-database-Verizon-entry-incorrect/m-p...