Indetity theft, in-store fraud and no help from VZW

Well Verizon, after being a customer for over 15 years, going back to the Airtouch Cellular days, you have finally pushed me to find a new cell phone company.

Earlier today, someone purchased two new iPhones and an electronic thermostat at your Santa Monica store and added them and the two new phone numbers to my account without my knowledge or authorization. They also changed my calling plan without my knowledge or authorization. I received numerous emails telling me that my new devices were connected and that my next calling plan bill would be in the neighborhood of $500. They also set the phones up to be paid off monthly at full price. I have talked to two customer service departments and the fraud department and I cannot get the help I need with this. I am being told to file a police report and send it to VZW, but I am out of state and unable to do this now. On top of that, I called my local police department and they told me there would be a $15 charge to file a report. I cannot see having to pay money after already being victimized by illegal activity on my account. I have placed a 30 day temporary suspension on both unauthorized phone lines. I tried contacting that store, but it was an automated answering service and I couldn't get through. I am appalled that an employee at your store would complete a large transaction like this and NOT check ID or have the proper identification to go through with it. I am completely frustrated with the lack of assistance I have received about this issue. As soon as this fraud nonsense is cleared up, my phone upgrade order and my calling plan change are being cancelled and I am heading elsewhere.

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Re: Indetity theft, in-store fraud and no help from VZW

sprmankalel
Leader

First thing is first. Run a virus and malware scan on your computer. Once you have confirmed that there is no malicious software go to www.vzw.com and change your password. Also change your security questions and change the password on your email account. Make them ALL something that you would not even associate with you. No birthdays, anniversary, kids or pets names. While you are logged into My Verizon check and make sure that ONLY you are authorized on the account. Note any account managers that were not added by you and put a new password on your account.

Here is what I could see happening. If the store was a corporate store then an ID would have been required and the name on the ID must be on the account as an account manager. If it was a retailer then they usually just ask for the 4 digit pass code. Without this, the retailer cannot even open the account.

I am sorry to hear about this but usually VZW is pretty good at handling fraud cases. You should however, file a police report and I would also pay the $15 (to the police department) to obtain a copy to send to Verizon. I was in a car accident and my insurance company said they were waiting on the police report. I paid the $8 to get it and emailed to them. It's a small price to pay to protect yourself.

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Re: Indetity theft, in-store fraud and no help from VZW

klschade
Novice

WOW!  If there were ever a post that needs to be seen by a VZ moderator it is this one!  Sounds like you definitely did not reach the right people!  These scams/ theft/ fraud attack any and all, this time they just chose VZ, and you....   Definitely call back today, directly to the fraud department.  I would also do some sort of life lock/credit check on ALL your business, as I feel they may have accessed your Social Security number to make this all work.

Good Luck!!

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Re: Indetity theft, in-store fraud and no help from VZW

Acrillix
Sr. Member

Pay $15 or $500+....hmmm....decisions....

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Re: Indetity theft, in-store fraud and no help from VZW

Yeah... that's helpful.

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Re: Indetity theft, in-store fraud and no help from VZW

NicoNicoNico
Member

I have the exact same issue.  Someone purchased accessories on my account and after 2 rounds with the Fraud department and one with customer service I am nowhere near getting help.  I can show the receipts that do not have my signature and still Verizon is unwilling to help.  They have referred me to the local store or the police.  I have tried calling the local store and only get phone tree hell.  I have already wasted 4 hours on this today and my next stop is the police and once this is resolved away from Verizon. 

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Re: Indetity theft, in-store fraud and no help from VZW

mama23dogs
Sr. Leader

The $15 is for a copy of the report to take to Verizon. 

if this is identity theft, it's a tiny amount to prevent a massive amount of theft and credit harm   

I am the only one authorized on my account, I have purchase blocker on the other lines.  I have a pin code, which someone would have to know to make any change or purchase on my account.  I change the PIN after each use in a store.

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Re: Indetity theft, in-store fraud and no help from VZW

sprmankalel
Leader

First thing is first. Run a virus and malware scan on your computer. Once you have confirmed that there is no malicious software go to www.vzw.com and change your password. Also change your security questions and change the password on your email account. Make them ALL something that you would not even associate with you. No birthdays, anniversary, kids or pets names. While you are logged into My Verizon check and make sure that ONLY you are authorized on the account. Note any account managers that were not added by you and put a new password on your account.

Here is what I could see happening. If the store was a corporate store then an ID would have been required and the name on the ID must be on the account as an account manager. If it was a retailer then they usually just ask for the 4 digit pass code. Without this, the retailer cannot even open the account.

I am sorry to hear about this but usually VZW is pretty good at handling fraud cases. You should however, file a police report and I would also pay the $15 (to the police department) to obtain a copy to send to Verizon. I was in a car accident and my insurance company said they were waiting on the police report. I paid the $8 to get it and emailed to them. It's a small price to pay to protect yourself.

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Re: Indetity theft, in-store fraud and no help from VZW

LISSAB21
Member

I have had a similar issue,  someone purchased an iPhone  and added it to my account without my knowledge or authorization, changed my PIN, address, etc.. They also changed my calling plan without my authorization. I received emails telling me that my new device was connected, bill plan changed, etc. , and others saying the credit card payment was denied for the iPhone and by bill plan is changing to paid in full.  I have talked to the fraud department many times and even though they say they took it off my account it does NOT happen,  I am going to contact my local tv station who will broadcast issues like this and get to the bottom of it.  As soon as that happens, I will sever all ties with Verizon, they CANNOT be trusted.

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Re: Indetity theft, in-store fraud and no help from VZW

pherson
Leader

If someone called me and said there were lines added and it was fraud, I wouldn't do anything with lines but to go in the store with your credentials along with the police report. I wouldn't feel convinced that was you especially added the fraud portion. This is a prime reason why higher than normal standard steps are taken with iPhones.

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Re: Indetity theft, in-store fraud and no help from VZW

LISSAB21
Member

I did go into the store they said the iPhone was bought at Best Buy and I

had to go there they couldn't help me.

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