I am the account holder, my ex was on my account when we were together. They were a manager on the account, but after some time I noticed they had obtained the account holder information changed my password and upgraded to a brand new $1000 phone I never approved of. They will not respond to a single text from me. So I’ve spent 6+ hours trying to get my account back, I finally have it and they’re removed. But now I want to just transfer their line to them. Part of that 6hours was spent explaining to multiple techs my situation, and due to the domestic abuse that happened I was able to transfer their line. I was told by one tech that the line transfer can happen, then they’ll suspend the line so that my ex isn’t able to use their phone until after the transfer. I was also told notes would be added to my account so I don’t have to repeatedly explain the abusive situation.
Later that night I noticed the wrong email address was input, I had to call back the next day. This tech told me that we couldn’t keep the line suspended to transfer it, and started to suggest I just put insurance on the phone (ex never did) and call it as fraud. I feel like no notes were made to my account as I was told they would be due to the domestic abuse. And I’m left at this point once again crying after what should be a simple phone call. We have the line transfer fixed (supposedly, I’m waiting on the verification email) but from what I now understand I can’t actually suspend the number either. Is this correct?
kcbarna, allow me to start by apologizing that you have had to go through all of this. Your safety and account security is always a priority. I have gone ahead and sent you a Private Note to discuss this further.