One day, I saw on my bill that digital secure was added to my iPad line for $5 per month without permission. I have spent hours every week talking to Verizon customer service and every agent so far has failed to remove it. Is there any way I can remove digital secure so I don’t have to pay for it?
We want to make sure you are able to remove the Digital Secure service as needed. Please click here: https://www.verizon.com/support/knowledge-base-226642/ for steps to unsubscribe.
-Lauren
If the traditional approach worked 7, Verizon agents would’ve been able to remove it. The method above did not work because digital secure is not listed in my services and perks. Only shows up in the bills. Verizon says we cannot remove it because it was charged by a 3 party vendor. I have no idea what that means.
I feel your pain! I'm having the same issue. No one can help and I'm stuck in a hamster wheel of no resolution as I continuously get charged $5 each month. This is RIDICULOUS! Have you had any resolution?
Still waiting for a resolution. I called them today and opened a 4th ticket, but the agent said, "The system has been acting up." Their system has been acting up since July 2023.
Very interesting. July is when I opened an account with Verizon. I remember in September (I believe) a customer service rep stated that it was a glitch in the system and customers were getting erroneously charged. I thought this would resolve itself quickly, but here we are months later.
Too bad, let me know if you have a resolution.
A agent from Verizon reached out to me and said they have resolved the issue. The conversation was ended by Verizon. The $5 charge still shows up on my bill. Not a single Verizon agent has been able to resolve this. All they do is open tickets and close them without resolution.
amitdamle, I'm sorry to hear about the issues you're having with managing your Digital Secure feature. We'd be happy to take a closer look into this, and help find out what's going on. To better assist, we'll be sending a Private Message.
~Izzy
It says the $5 digital secure line is from an outside provider...there is no way we subscribed to any outside provider....and if so, why is it charged through Verizon???
We cannot get this cancelled - I will, at the minimum, accept a $5 credit per month to offset this.
We're sorry for any issues you have encountered with your account Cheezehead. We want to help as much as we can. We will be sending you a private message to further assist.
~Ivone
UPDATE:
I spent almost 3 hours on the phone with Verizon and spoke with Ferdinand - the first person to put in SERIOUS TIME on my issue. Between him and his supervisor, we think this is a hack job. By the way, I told them to check out this community board because many others are affected by this as well.
The crooks use "Digital Secure Line" as the name of the charge...because the only other company that has that program name IS Verizon! Yet, it's billed as a "3rd party" vendor. So Verizon is tracking down where that $5/month goes to each month because they say it doesn't go to them.
They think that a program my underage son had some kind of piggyback that made him "consent" to charge our Verizon Wireless bill. This happened in August 2022...when he was 17. Verizon and I have NO IDEA what company or app this is...it doesn't exist on my son's phone!
So Ferdinand said the supervisor sent it to Verizon's engineers and it will be off our bill by the next cycle. Additionally, he requested compensation for my hours and hours spent with Verizon on this issue (including the other day with him) AND the fact we've been charged $5/month for over a year for nothing!
That's great -- if it works. I don't mean to be pessimistic, but I've spent hours on the phone with Verizon and assured that the issue will be resolved. Then, the next month arrives and . . . BAM! The $5 charge returns. Keep me posted on your outcome.
We're sorry to read about the issue with this charge that keeps popping up. We're here to help. We'll be sending a private message. ~Peter
We're here to take a look at your concern. Let us know if you need assistance. ~Peter
You are absolutely correct. I was happy it was finally gone. But this month, Bam. It’s back. Digital secure is back.
Ugh! Sorry to hear that you are stuck in the same vicious cycle. There must be a permanent fix, but Verizon is zero help which is frustrating. Maybe the FCC would be interested in hearing of this repeated erroneous billing practice.
TPetty, I'm sorry to hear that this charge keeps coming back. We don't want you to keep having problems, and we're going to do everything we can to help you. Please be on the lookout for a Private Message
~Jesse
Amitdamle, we're terribly sorry for the issues you're experiencing. I was able to find more information about the Digital Secure charge. Please take a closer look at the following link: https://www.verizon.com/solutions-and-services/add-ons/protection-and-security/digital-secure/. You can manage this add-on via your My Verizon application: m.vzw.com/m/myverizonapp
~Ivone
Verizon Customer Support -- the link you provided for the digital secure line is helpful IF we actually subscribed to the service. We haven't! This charge continuously is being billed each month. You can't even unsubscribe since it doesn't show as a service/perk when looking at your account. It is just erroneously being billed. We need a PERMANENT fix to this instead of having to call monthly to reverse the charges.
We know how important it is to manage your account, and we'll be glad to look into any issues you might have with your perks. To better assist you, we will be sending you a private message.
~Freddy
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