I placed an Internet order and 4 days later, instead of receiving my device, I received an email that my order was cancelled. Apparently they thought someone was fraudulently trying to access my account. Fair enough, but can you at least notify me first? I can give you all the information you want to prove I am who I am. So I call to find out what needs to happen to get the order sent, I am told the order has been cleared for shipment, however I should call the Fraud department in 1-2 hours to let them know it was me that actually placed the order. Seems a bit odd since I was on the phone with a representative and confirmed all my security information, but OK. I call the fraud department and am told they did not see an order on my account. What? Are you kidding me? No they weren't. So, this person transfers me to sales and another rep claims to re-submit the order (mind you I have to tell them what I'm ordering all over again because they couldn't see anything on my account). I get an email alerting me to contact the fraud department to confirm my information. A little annoyed and a lot frustrated, I call them again. This almost sounds like I'm being "punked". I've been with Verizon for over 14 years and have never had this problem. When I call in, no one seems to know what is going on. The fraud dept. and sales dept. don't talk. The customer is at the mercy of the person who answers the phone. You can only hope they are competent in their job. I tried speaking with a supervisor at this point only to be on hold for longer than I should have and be told there wasn't one available. Finally, I surrender. Just send me my order. Do whatever it takes so I don't have to continue this ridiculous nightmare. I am assured that, provided I agree to the terms that are sent to my email within 1 hour (I hadn't been told any of this earlier), my device would arrive tomorrow. Sounds do-able. Until I received an email the next morning that my order was hung up with the fraud dept. This is almost funny. First off, do you know how annoying it is to have to stop everything when you're out with your kids on vacation to call and be placed on hold for long periods of time? Do they even consider their customers time and needs? Do they really care if they help you with everything you called for today? No. They are only concerned with moving onto the next call. Once they hang up with you they don't care if you get your device. I can totally respect the fraud protection. I think it's great. However this is a bit extreme and you obviously have holes in your process. It doesn't take a genius to figure this out. Listen to your customers. If it's not working FIX IT. I am seriously considering a switch. My last phone call was with a supervisor, who "inadvertently" hung up on me when I told her I wasn't concerned with why things get flagged with fraud. She wasn't listening to my story or needs, only trying to cover Verizon's (removed) with why they don't do what they say they're going to do because it's their process to. Don't know if I'll ever get my device.
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