I am a Verizon customer but am asking this for my mother-in-law, who is also a Verizon customer. She attempted to purchase another phone yesterday. She is on an account with her husband, who passed away in January. She does not know what the billing password is to the account, but needs it in order to change the billing password online. She had ALL other information and could confirm it all, but nobody would assist her with this. She was actually told by one person on the phone that if anyone gave her the password they would be fired!!! How in the world is this elderly lady supposed to be able to do anything with her account if nobody is going to help her change the password??? I understand privacy and everything, but wouldn't you think if someone knows ALL other pertinent information that SOMEONE would be willing to assist them. I just told her to cancel her account and go with a company that is more willing to assist their customers. It is actually making me rething renewing my account with them when it expires. This is unacceptable. They were even told the situation, about her husband dying, and was still refused assistance. The poor person at the store was appalled.
I forgot to get to my question. How can she get this taken care of and get this password reset so that she can make changes to her account?
She needs to call in to customer service from a device on the account or a number in their CBR list and then verify the last four of her SSN - she can then have the password changed. Customer service can't give the password, only verify if the password you give is correct or have it changed after secondary verification (which I just outlined).
@HLansford
I am so sorry to hear of the experience your mother-in-law had with her account and for the loss of her husband! It is not our intent to make it difficult for her to make changes to her account, especially in an instance as this. If she is listed on the account as an Account Owner or Account Manager, she can call our Customer Service Team so they can properly verify the account and update the billing account password. She then needs to have the account changed into her name so she will not run into this problem again in the future. Let me know if you have any further questions or concerns. And thanks for reaching out to us here!
AnthonyTa_VZW
VZW Support
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