Skip to main content
Accessibility Resource Center Skip to main content
Have a phone you love? Get up to $500 when you bring your phone.
end of navigation menu
cancel
Showing results for 
Search instead for 
Did you mean: 
***Announcement: Early next week, we’ll be merging the current Fios and Wireless Communities into the all new Verizon Community! Beginning the evening of Sunday 12/4, both Communities will be placed in read-only mode. You’ll still be able to visit the Communities and browse content, but login will be disabled. On the afternoon of Monday 12/5, all users will be able to log into the new Verizon Community. We expect the new Community to be fully functional the morning of Friday 12/9. Additional details can be found in the Announcements board and under Featured Topics!
Re: Closing deceased relative's account, NEED HELP
vzw_customer_support
Customer Support

It's vital that you get the help you need with this. I'm so sorry to hear about the troubles you have encountered so far with getting help and for your loss. We have sent you a new Private Note. Please check that Private Note and respond when you can. -Ryan

0 Likes
Re: Closing deceased relative's account, NEED HELP
dloinsc
Member

My Mother died 1/17/2021. I took the proper steps laid out on Verizon's website (see link)

https://www.verizon.com/support/deceased-account-handling/

Verizon contacted me via email and asked that I respond with a copy of the death certificate and gave me instructions on what to type in subject line and what to type in the body of the email. As my Mother's PR, I had access to those documents and have now sent them 3 times to the email Verizon supplied to me:    [email address removed per the Verizon Terms of Service]

One would think that my due diligence and quick response time would have resulted in an easy termination of her account. Sadly, NO. It is now 5 months later, and although I paid my Mother's final bill balance and have sent the requested legal documents on 3 separate occasions, contacted them by phone, by email and by U.S. Mail; they have turned her account over to a collection agency, even after telling me that her account was closed, paid in full and docs were verified. I will need to hand over to my attorney at some point. Trying to grieve the death of a parent and deal with this type of apathetic behavior from Verizon Wireless (after I too have been a loyal customer for decades, including our business phones)...well, it may just be time to find another cell carrier.  I am so sorry that you are having to deal with this of thing. I dealt with over 20 different companies, closing accounts at the time of my Mother's death. ONLY VERIZON has created an issue for me. I hope you get things handled on your end. It is heartbreaking to try and manage this type of unnecessary aggravation when you are already going through so much. I hope the links above help you. If not, at least it creates a concise paper trail of your efforts if you have to dispute it in court. Best wishes. I am sorry for your loss. 

Re: Closing deceased relative's account, NEED HELP
vzw_customer_support
Customer Support

dloinsc, 

 

I am so sorry for the confusion. We know things are difficult enough with your mother's passing. If the account has already reached a collection agency, then we no longer have access to the account. You will need to dispute the bill with the collection company and they will notify our team and we will dispute the balance. 

 

JenelleW_vzw

0 Likes
Re: Closing deceased relative's account, NEED HELP
THANKSFORNUTHIN

Thank you, I'm sorry for your loss as well. 

I jumped through every hoop they asked me to but received zero resolution to this. 

Lied to by multiple Customer Service Reps who assured me everything is taken care of and I wouldn't receive any more calls from the collections agency.

With the amount of subscribers they have, they must have customers who pass away every day.  Shame on Verizon for not having a proper service department to deal with this.  Every other utility or subscription service that I had to cancel was a piece of cake.

I will be canceling my Verizon service shortly but have not had the time to do so just yet.

0 Likes
Re: Closing deceased relative's account, NEED HELP
THANKSFORNUTHIN

JenelleW_vzw,

There is no way to dispute anything with the collection agency.

They have no information about the account, YOU do.  All they want to do is collect the money that you say is owed.

You are giving out false information.  If Verizon sent an account to collections in error, it is VERIZON's responsibility to take care of it.

Verizon does not care, and just wants people give up, pay up, and go away.  It's seems like an absurd way to do business, but what do I know?

0 Likes
Re: Closing deceased relative's account, NEED HELP
vzw_customer_support
Customer Support

Hello, THANKSFORNUTHIN. It does worry us to hear that this matter has yet to be resolved, and we want to do everything in our hands to help. When reviewing our conversation, I don't see a reply to our last Private Note. I have sent another to further assist with his matter. Thank you. DavidR_VZW

0 Likes
Re: Closing deceased relative's account, NEED HELP
THANKSFORNUTHIN

DavidR_VZW,

I have responded to every one of the customer support messages that I've received, from multiple different people.  

For some strange reason, they keep asking me the same questions and then they don't respond back to ME, just like you haven't responded back to me.

Absolutely ridiculous.

0 Likes
Re: Closing deceased relative's account, NEED HELP
acraftylady2
Sr. Member

Probably if it's gone to collections nothing any of the reps here can do.  If you had a lawyer that handled the estate your best bet might be to contact them for advice.

0 Likes
Re: Closing deceased relative's account, NEED HELP
vzw_customer_support
Customer Support

Thank you for letting us know, THANKSFORNUTHIN. We're sorry to hear that as we haven't seen any responses to our Private Messages. We're hoping to gets things working so we can ensure you have everything resolved with the account.

ZakC_VZW

0 Likes
Re: Closing deceased relative's account, NEED HELP
AmberTng
Member

Thanks THANKSFORNUTHIN and dloinsc for sharing your stories. I read all the messages.  Verizon customer service team handled responses very fast, but useless.  After several months, NO SOLUTION.  Probably your responses were from the robots without brains, not from a human. 

0 Likes