Identity verification

[efgrady]

I had what might be the worst customer service experience in my life today, AND THAT IS SAYING SO MUCH. I've seen others on here who have had this issue, and I'm hoping a Verizon person is monitoring these. After spending over an hour and a half on the phone with a helpful representative who got me all signed up for a new plan for three lines and three new phones, my order was confirmed and paid for. Then I sent over the verification documents and got a notification that my identification could not be verified. I spoke to THREE separate people in that department, two of whom pretty much hung up on me. The last one was more polite because I had begun with a regular Verizon rep who spoke to him before I did, but it was the same thing. Couldn't tell me why, or HOW TO FIX IT. Like literally nothing. How on earth does this company stay in business? I guess just volume? The original person I spoke to is going to speak with her boss and get back to me, but I have very little hope that it will be resolved. How have other people handled this? It's clearly a problem that many of us have experienced. I wasted HOURS of my day off on this, and I've been in a horrible mood ever since. 

[vzw_customer_support]

It sounds like you had a really frustrating time trying to set up your new account, efgrady, and I'm so sorry that happened. We definitely want this process to be easy and straightforward, and it's clear that this wasn't your experience.

Our Fraud Prevention Team (FPT) handles all new account verifications. I'm afraid that on this end we only have access to existing accounts. The best way to get more information around the new account and what may have flagged our FPT is to speak with them directly.

You can reach the FPT at 888-483-7200, Sun-Sat 8:00AM - 12:00AM ET. We apologize for the inconvenience, and hope this information helps.

~Izzy

[efgrady]

Unfortunately, it turned out that one completely explainable, normal mistake led to me being marked as a fraud in Verizon's system. After that infuriating phone nonsense, I went into a store with my Real ID driver's license, current passport, birth certificate, marriage license, social security card, recent background check, work ID, excellent credit score, and utility bill, but even though it was obvious to the man in the store that I was a legitimate would-be customer representing myself, he called whoever he was supposed to call, and told me there was no way I could be a customer. As we were talking I realized I had accidentally sent over my most recent driver's license, which is still current date-wise but was replaced  by the Real ID, and has all the exact same information as the new one. I will now tell everyone I know whenever it comes up, and post on social media, about this outrageous customer service failure. I will also forever be a T-Mobile customer. Their customer service has been completely fine - I just thought I might get cheaper service for myself and my daughters. I hope you will pass this story on to your superiors, and I know from reading here and elsewhere that I am far from the only person this has happened to. 

[JewelsV]

Hello,

I am having the same issue right now and I am so dumbfounded on how else you can prove that you are who you say you are.  I initially opened an account last month and had to ID verify for the new customer order.  I sent all the documents that was needed and my order was approved.  I ordered a second time to add an additional phone and received it with no issues.  A few days ago I added the last phone that needed to make a complete transfer from TMobile and they wanted me to ID verify again.  I submitted my ID and took the selfie, only for them to cancel my order because I failed to not be the person I am.  I guess it didnt matter that I already paid for my order, and its being shipped to the billing address and I had been paying my bill on time.  The many times I was told to call Fraud Department they all hung up on me,  I tried the chat and its weird how they some how "lose connection" during the chat.  After placing an investigation, I still got denied and I have to wait 2 days for my order to be canceled, 7-10 business days for my refund.  But I can try to reorder again once my order is officially canceled?  Can someone make sense?  

And now after reading your comment, is it worthless to even go in a store because they will jst tell the associate that I am not who I say I am?

Someone help me make it make sense.

[vzw_customer_support]

Hello, we want to make sure you get the support you need, we have sent you a private note to get more information.  ~Pam

[efgrady]

You can try, but in my experience it was worthless. Here's what worked: After Googling this, I got the idea from someone else to file complaints with the BBB and FCC for refusal of service. I did that and someone from Executive Relations contacted me, separately for each complaint (which was dumb). Anyway, they conducted some sort of investigation which included calling my husband, which felt very 1950s, but they eventually determined that I was not a fraud. Good luck! 

[ShunSociety25]

I’m in the same boat. Everything was confirmed, I had a receipt, ship date and even a tracking link. Then I’m asked to verify and they cant verify me. No one can tell me what the issue is. I get the same canned response and I’ve been on so many calls and chats about the problem. What’s worse, is that I already have Fios internet. I’m not some complete unknown. I see another commenter is coming from T-Mobile like I am and it isn’t the first one I’ve seen someone specifically having an issue with moving from there. It’s odd. I want to go into the store but I don’t have the confidence I won’t have the same issue. 

[efgrady]

Here's what worked: After Googling this, I got the idea from someone else to file complaints with the BBB and FCC. I did that and someone from Executive Relations contacted me. They conducted some sort of investigation and after a couple of days determined that I was not a fraud. Good luck! 

[SynthpopAddict]

Glad to hear you got your situation resolved...but yeesh, Verizon, that's really sad that customers have to go this far to get a simple mistake solved.  If there is an issue with the first form of ID someone provides, shouldn't their providing other means of proving who they are to the Fraud Prevention or whatever other department be sufficient?

[efgrady]

Exactly - there was NO other way to remedy the situation, period! Crazy.

[ShunSociety25]

That’s a lot, but a complain definitely needs to be filed. 

[SynthpopAddict]

It's not the carrier you're trying to port out from...from the comments elsewhere in this thread, your order got flagged because there was some kind of misunderstanding about the ID you provided and CS which is outsourced can't find a way to fix the glitch.  I'd do what the OP did since that worked for them.  If only CS had a better means of escalating this type of thing to the proper channels...  Wishing you the best of luck in getting it fixed as well.

[ShunSociety25]

I used my Real ID. I sent them a picture of the ID and my picture for the online order.  I did end up going into the store. The associates tried to help me, but they ended up having to call the fraud line and we spoke to a person I'm sure I’ve already been on the phone with a couple times. He gave the same scripted response. He even gave the same scripted “let me put you on hold” then came back and started asking the same questions as though he hadn’t already spoken to us. Literally, he started the call over again. The associate was confused and annoyed. The result was the same with no explanation. I may submit a complaint to the BBB and FCC like the OP did, just for causing the inconvenience. This is a broken system, and I can’t imagine this fraud line has any use if you ARE a person dealing with fraud. 

[vzw_customer_support]

Hi ShunSociety25, we are here to assist with this issue. We want to help out as best as possible. Please send us a Private Message so we can help out. 

-Cynthia