I was speaking to a supervisor in customer care and he hang up on me. I had a hot spot back in 2010 that I regretted getting since I lived 10 minutes away from work and did not travel. After the contract expired, I called immediately to cancel the service in 2011.
Now, lo and behold, I receive a statement that said they reconnected the hotspot. I called and the customer service lady who helped me asked me for a PIN that I could not remember setting up back in 2010. She also forwarded my call to the Fraud Department. I was on hold for over an hour. The gentleman in the Fraud Department, after looking into my account to see what happened, told me that my account was "suspended" in 2011. I told him it was not suspended, I cancelled that account since I was not using it. He stated that suspended accounts were automatically reconnected within 90 days. I explained that it has been more than 90 days since 2011 and I do not understand why it has been reconnected - with reconnection fees included. He explained that it was not a fraud issue that someone must have looked at suspended accounts and automatically re-activated them. So he said he was going to transfer my call back to Customer Care to get the account disconnected.
Jeff answered my call from Customer Care and insisted that he cannot help me if I didn't have a PIN number. I explained that I did not set up the account, so how could I have a PIN number. He said for "security purposes" he cannot access my account without a PIN number. I told him I did not have a PIN number and if one was set up a long time ago, I would not remember that number. He then proceeded to tell me that without the PIN number, he could not help me. I told him that the lady I talked to earlier and the Fraud Department were able to access my account, why can't he? He said I would then have to go to a Verizon store in the area and get a new PIN number for the account. WHY WOULD I HAVE TO DO THAT IF I DID NOT ACTIVATE THE ACCOUNT? He insisted that THAT was the only way he would be able to help me. I asked to speak to his supervisor.
His supervisor was NO HELP WHATSOEVER. What kind of customer service is Verizon providing their customers? He not only arrogantly said that the billing would continue and the service will not be disconnected if I did not have a PIN number.
REALLY, VERIZON?!?!?! Have you lost your common sense?!?!? I did not activate the STUPID hotspot... you guys did. I did not call to get the account reconnected... you guys did. I am not going to your authorized dealer to get a new PIN number. This is the sorriest customer service EVER.
CARFRU58, We're sorry to hear that your call was disconnected, this is not a Verizon norm I promise. Our Fraud team has a different security account level access, so that would explain why they were able to pull up your account versus a customer service representative. Usually, a temporary PIN can be issued to authenticate the account, because this is a Jetpack and the account there's no way to authenticate the account and we would need you to visit a store for proper verification. http://spr.ly/6581DYTVl
Are there any other lines on this account?
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Who signed on the dotted line for service to begin with? It sure wasn't Jeff. If I called into your bank claiming I was you and couldn't verify info, should I be allowed to gain access with no effort? Of course not, a Verizon account is no different. Have you seen how expensive flagship phones are these days? Customer Service isn't going to risk their job or Verizon's security to just let someone into an account without verification.
Don't know your pin? Go to vzw.com/pin OR visit a corporate location to reset it with proof of photo ID. As for the suspend thing, this is also true. Unsure to say who is at fault for this one or a miscommunication, but there is suspend which autoconnects after 90 days and then there is a disconnect which ends service indefinitely.