Can't find or generate 7 Digit Transfer PIN

[Elhayym]

My family has 2 Verizon mobile accounts. We are trying to consolidate into 1 account. We decided to attempt moving my husband's phone number to my account. His account is postpaid, my account is prepaid.

We successfully generated a transfer request for his number to my account through the Verizon app. I received the email and got to the form to complete the transfer request on my end. Unfortunately, I am not able to complete the form because it wants a 7 digit transfer PIN. We aren't able to figure out where to find or how to generate this 7 digit PIN? We generated a number transfer PIN, but that was only 6 digits. And the account security code is 4 digits. I could not find any documentation on this issue. I only know that this number is 7 digits (or characters) because being a developer, I determined the form field had validation on it that would prevent users from submitting the form if that field was less than 7 characters.

Furthermore, requesting help from support on this issue was a waste of time. Did Verizon replace all of their live chat reps with AI or something? I got bounced between Sales and Prepaid (minus the one time they sent me to the messaging team) SIX TIMES. Every time, I was told that I was being transferred to an "expert team" or promised that whoever I was being transferred to was knowledgeable about this issue. On transfer number 3, I concluded that no one knows what they're doing and they're just transferring me to ANYONE ELSE so that I was no longer their problem. Oh, and did I mention that they disconnected me from the chat at the end of transfer number 6?

I had to re-tell my story every single time. This is an awful experience, as I have dealt with live chat support where if I am transferred, the next agent can read the chat history so I don't have to re-tell everything again. This feature I am speaking of is being implemented by much smaller companies with less resources. I would think if they can do it, Verizon can.

It really makes me think about maybe it is time to transfer to somebody else. This is my last call for help. If I don't get a message from this forum, or a contact from this forum that can actually solve our problem, then seriously, we are leaving Verizon. We NEED to consolidate our accounts to save on our phone bill, and if you don't do it, we're going to find a different provider who will. We have been Verizon customers for 9+ years. This is very disappointing.

[SynthpopAddict · Accepted solution]

Someone else asked a similar question recently about converting their account from postpaid to prepaid.  Based upon a CS rep's reply, the department to call is Inside Sales at 800-256-4646.  Otherwise, you just get transferred back and forth between Prepaid and Postpaid CS and go nowhere from what the other person was saying...

[updated] I'm not sure if you can get any multi-line discount on prepaid.  There's something on the website about getting a $20 discount for a 2nd prepaid line added to an existing prepaid account, but that may be for a completely new number, not for converting a postpaid line.  So the pricing for the service plan could be the same regardless of whether you merge both lines to one account or if they are 2 separate prepaid accounts.

[Elhayym]

Thank you! I called Inside Sales and they were able to merge the accounts. There actually was a multi-line discount of $20 on prepaid, so that is why we ended up merging. (We asked the representative and she confirmed this, as well as that I see it on my account when I log in now.) She also got our bill down about $5 more per month than I expected, so I am happy about that too.

It's a shame that they aren't able to do this in the corporate stores anymore. When I converted my line from prepaid to postpaid several years ago, I went into the store to do it. Prior to the live chat fiasco, we went into a store (yes I ensured it was a corporate store and not an authorized reseller) and they said they could not help us.

[SynthpopAddict]

You're welcome and glad that worked, also great that you were able to get the multi-line discount too!  Yes, it's really sad that CS has degraded so much within the past few years - I haven't been a customer all that long, but longtime customers say it's only been like this within the past 3 or so years.  It's as if the company has gotten really fragmented to where nobody not in the "right department" can do anything anymore.