HELP Account Locked: Home Phone Not A Verizon Landline

[hoopdaddyjjs1]

We have been locked out and cannot access our on-line account.  Two visits to local verizon stores and 2 calls to customer support have been useless in our gaining access.  Can't reset on-line because our home phone is not a landline (is a cell line via verizon Home Phone Connect).  We also can't supply an account number because we signed up for paperless ONE-BILL which delivers on-line bills to our verizon email account but only shows last 4 digits of our acct.  Customer service says only way for them to help is with a home number or acct number.  Asked them for some other verification method and they said there is none.  I had to create a community account to enter this post.  PLEASE does anyone have any ideas?????

[LawrenceC · Accepted solution]

Hi hoopdaddyjjs,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

[Verizon_Support]

We have not heard back from you on this issue, please post here if you have any other questions.

Josh

[hoopdaddyjjs1]

I selected "solved" so thought that was how to indicate all is good.  This was escalated a few times and eventually a support person got the account reset.  When I asked for details he said just call him directly if I have future issues.  That's all I know.

THANKS.