I just switched from at&t to verizon approximately 1 month ago. I got the Samsung Galaxy s4 and loved it until the external speaker went out. I brought the phone to the store and they said it was a manufacturer defect and they would ship me a new one. The next day I notice that I have no connection to a mobile network, I get on my verizon online account and I see that my balance is paid in full but my service is SUSPENDED! I immediately call customer service and they tell me the fraud department has a hold on it. Customer service transfererred me to the fraud department and after waiting on hold for almost an hour I finally speak to a representative. She would not give me any information as to why they suspended my account and only said in order to remove it I need to send them a copy of my drivers license, social security card and a utility bill. I sent them all of the requested information and call them back. After waiting on hold for over an hour I finally get to speak to a fraud department representative. I explain the whole situation and want to make sure they have received everything. He in fact verifies that he received all of the requested documents but informs me that the signature on my drivers license and social security card look different! He then tells me that he doesnt know if the picture on my drivers license is really me or not!! I was told to take a picture on my phone of myself and send it to him so he can verify my identification! This is hands down HARASSMENT!! I informed him that i would not do such a thing and even if I would my service is suspended and I am unable to use my phone! I insisted that i speak with his supervisor and was hung up on!
I go to my local verizon store and the associates and manager cant believe what is going on. They were just as shocked as I was. They tried to get the fraud department on the line but were unsuccessful (I was told that they were closed). They put a note on my account saying that they verified my identity. The next morning I call the fraud department at 8:00 am and stayed on hold until 9:30 am finally hanging up because no one would take my call. I call back again at 1:00 pm and stay on hold for another hour without speaking to anyone!
I am at the point now where I think i should seek a lawyer!
Correct me if I am wrong.. If my account is suspended because they refuse to believe who I am then I should not be financially responsible for the contract cancellation fee, phone, and all other charges. If this is what they believe to be a fradulent account and i've done everything i can do to prove who i am then what?
I will be talking to other cellular providers to see what my other options are. Hopefully you will never have to deal with the VERIZON FRAUD DEPARTMENT!