Fraudulent account activity prevents upgrading my phone

I have been a Verizon customer for over 20 years. 2 months ago, someone hacked into my #My Verizon app & purchased 2 new iPhones. Got that mess fixed, but I am now trying to get my wife's phone upgraded, it's eligible, but due to the fraud, I had tocontact the fraud dept, no problem, I call and I'm told my account had been cleaned, go ahead & order. I place the order, my receipt shows I just ordered a different phone, so I call Verizon. We cannot edit the order, I canceled it & placed a new order, but you have to call fraud dept...I already have to call them again. I call them again, I am told again that my account is clean, the order went through, we will have it Saturday (yesterday). Still no phone, I log in to my account (on my computer) and I see that the order shows canceled. I contact Verizon via chat. I am told again that I need to call fraud dept, eventhough that dept told me my account is clear & the phone will be delivered in 2 days. I have been passed from one Associate to another for the past 2hrs, with no resolve. Why do we have to call 15 different people in the same company only to be told "I don't know what the problem is, call this dept"? Why is Verizon not working to solve problems for their customers? My account shows I'm being charged for an upgrade fee & new phone, but there is no new phone being sent. This is not service!  After 20+ years, I'm done! 

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