Order on hold cannot reach fraud dept and take action button doesn't do anything
DaBBQJudge
Enthusiast - Level 2

I purchased a new phone Galaxy S22 Ultra on Dec 24th.  It had a promotion to get a free Galaxy Watch 4 that was supposed to ship in Feb.  I went to the store this weekend to follow up on it since I never received it and was told the order was cancelled.  The agent re-entered the order and now that order is on hold.  I chatted with customer service and was told it's on hold with the fraud department and gave me the number to call them.  When I call, it tells me I'm not authorized on the account and hangs up.  The main account is under my wifes name and I'm an authorized account manager.  I've tried calling from both her phone and mine as we all put in her phone number and mine.  No matter what I try, I get the same message that I'm not authorized and it hangs up.  When I bring up the order online, it shows the order on hold and that I need to take action.  I click on the take action button and it says I will get an email but no email ever comes.  The agent at the store tells me they won't be able to do anything to help but I have an appoint with this evening with them anyway to at least try.  What can I do to get this order released so I can pick up the watch?

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Re: Order on hold cannot reach fraud dept and take action button doesn't do anything
vzw_customer_support
Customer Service Rep

 

DaBBQJudge, we are sorry to hear that there is an issue with your order. I can only imagine how frustrating that would be and know that I would be anxious to start using that watch. If calling 888-483-7200 is not allowing thatconnectionn to the team, the other option would be 800-922-0204 where we may then transfer your call to the team.  -Loren

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Re: Order on hold cannot reach fraud dept and take action button doesn't do anything
DaBBQJudge
Enthusiast - Level 2

Thank you for the quick response!  I tried the number you provided and asked to be transferred to the fraud department.  It says I'm not authorized.  I entered the phone number of my wifes phone to request authorization and it says her number is not authorized either.  We only have two phones and these are the only phone numbers and the agent at the store confirmed I am authorized on the account when I was there this weekend.  I double checked the numbers and tried again and got the same response.  Can you have the fraud department contact me or is there another avenue I can try?

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Re: Order on hold cannot reach fraud dept and take action button doesn't do anything
vzw_customer_support
Customer Service Rep

 

DaBBQJudge, when calling the number do you receive options or simply that message before you may select an option? -Loren

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Re: Order on hold cannot reach fraud dept and take action button doesn't do anything
DaBBQJudge
Enthusiast - Level 2

Thanks again for the quick reply.  I got a step further since my last message.  I looked closer at my account on line and it lists a 3rd phone number as the account owner which is not a phone we have.  When I tried to call the number it says I have reached a non-working number so I believe something is messed on on our account.  I just tried to call the fraud dept number again and entered that number and I got through to a person (Pam) however she put me on hold while she was asking for me name and now I'm listening to music on hold.  I think she accidently put me on hold and lost my call.  I will try back if someone doesn't pick back up soon.   I'll let you know if I need further assistance.

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Re: Order on hold cannot reach fraud dept and take action button doesn't do anything
vzw_customer_support
Customer Service Rep

Thank you for keeping us posted, DaBBQJudge. You can also file a Fraud Claim here: https://www.verizon.com/about/account-security/overview

 

I hope this helps. 

-Vanessa

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Re: Order on hold cannot reach fraud dept and take action button doesn't do anything
DaBBQJudge
Enthusiast - Level 2

Pam in the fraud dept. was able to assist me and release the order.  Thank you for your help today.

Re: Order on hold cannot reach fraud dept and take action button doesn't do anything
vzw_customer_support
Customer Service Rep

Thank you for your time and patience too. We're glad to hear that our Fraud Team was successful with assisting you.

 

Remember, you're "Our" valued customer, and we're always here to assist you anytime.  Please enjoy your day! 

-Robert C.