So last month my husband got a bill in the mail for a mobile phone account that was fraudulently created. From the bill it
looks like an iPhone was also purchased. So he called customer service and asked for the fraud department and got the runaround and said they could do nothing on the phone He needed to go to a store. So he went to the closest store who then told him he needed to go to a corporate store not a franchise store. At the corporate store we waited for over 40 minutes to be helped to be just given the phone after they called the fraud department for us. A woman on the phone at the fraud department called my husband a liar and a thief and informed him He needed to get a police report which I can understand but why could no one in the last month and a half tell us that to get that started. Also I do not understand why when he was giving her my email address to send the information to and she did not understand him He tried to give the phone to me just so I can resay the email address because she was not understanding him and she rudely spoke to me and told me to hand the phone back to my husband because she will not talk to me.
It's bad enough My husband got a fraudulent account opened in his name but now we have to jump through hoops and be spoken to very rudely to get this resolved. I understand there has to be some way for Verizon to protect themselves from people saying that fraud happened when they are the thieves themselves but what happened to innocent until proven guilty. And at least kind customer service. Lastly why could the person he spoke to on the phone, the person in the chat I spoke to in the app, and the sales rep at the store not know exactly what the email that they finally sent me said which was a link to create a claim,, we need your proof of identity, proof of residency and a police report. I could have gotten this resolved over a month ago without my husband going on a rampage after being called a liar and a thief in the store by the phone rep in the fraud department.
I know how I would feel if I received a bill for an account that I did not have, @Doreenrw1 . I also appreciate you taking the time out of your day to let us know of you and your husbands journey, and that isn't reflective of the experience we expect. We will definitely take that feedback up, and it sounds like you're on the right track now, but I wanted to make sure you had all the resources at your hands if you need additional assitance with this matter.
Fraud Prevention Team can be contacted directly at 888-843-7200, and are available daily from 8am - midnight ET.
Additionally, you can find more resources online here, including a link to file a claim online: https://www.verizon.com/about/account-security/overview
I hope that this information is helpful, and I hope that our fraud prevention team is able to get this resolved as quickly as possible for your family.
-Joseph
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