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!
My sincere apologies for the issues that are occuring with your wireless account. We certainly want to get this corrected right away. Have you been able to speak with our Fraud Department after visiting your local store? Please keep us posted, thanks!
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So, I have seen quite a few issues with NEW customers having to deal with this 'Fraud Department' and all of them have had the same story to tell...VZ Fraud *****. Well, I am an EXISTING customer (for 12 years!) that just ordered two new phones through MY account and had the upgrade fees charged to MY EXISTING BILL - and the order was still placed in 'Fraud Hold'. Customer Service was no help, Billing was no help, Sales was no help - even when contacting them directly through MyVerizon. And of course the Fraud Department is not open today...I placed the order 2 days ago, paid for overnight shipping and the order still shows as 'being processed.' It has now been recommended that I call the Fraud Department directly tomorrow morning at 9:00 AM to get them to push the order through. So I now have to take action to correct their issue?
Is this really the best Verizon has to offer? Who can provide an explanation as to why this would EVER happen to a long standing Verizon customer that has had the same payment info, address, e mail and phone numbers for the life of my relationship with the company???
Partial duplicate post - please see:
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someone hacked into my MyVerizon account and changed my devices and added international calling and rang up $1200 worth of charges on the bill I just received. When I spoke to the fraud dept. on 12/2 which was the day the hack happened they assured me I would not be responsible for any charges and that no calls were made internationally. My data was okay at least I thought so I'll look into that because this billing cycle was the first time in almost 2 years I came close to the limit in my data plan.
Watch your bill closely to make sure you have sufficient time window to act should something happen. . Verizon is no good at anything by telling lies. I've got a "payment arrangement" from them while a lost device case is being "investigated" (no need to say they do absolutely nothing to investigate anything, just give empty promises and stall). Two days after my account is suspended nonetheless (on christmas day btw, a befitting present from such crap of a company), I am forced to pay the bill that was supposedly under the "arrangement" and ever since I am trying to get my money back. Heck, I have everything on record, never talk to verizon reps without recording anymore, but they are just stalling again, despite the fact that they were cornered and confirmed that suspension was a "mistake" on their side. I am considering FCC/legal action. Sick, tired, and fed up. Everyone should run for cover from this "company".
I definitely appreciate your loyalty and I apologize for the inconvenience! I would love to provide reasoning and clarity however, only our fraud department can do so. Have you already contacted fraud? Please share so I may further assist if needed. Thank you.
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Since I did not hear from you about who you specifically are, I will just give you an overview here. I wish to see documentation of the specific data usages that caused my account to go over by 60Gs last month. Our bill indicates that my iPhone 4S caused the giant spike in data usage. On my phone, it showed that Safari used the data. I have expressed that this is must be some agreggious error, since I have never come close to using that amount of data on any of our devices on our shared plan, which includes a Jetpack (for my iMac), two iPads, and another iPhone 4S. To boot, my data overage alerts, which I had set to come to my iPhone by text and to my email at 50%, 75%, 90%, 100%, and at 5G intervals in overage, were NEVER RECEIVED.
Customer service initially promised a "deep" investigation (I called the same day I received my bill.) They never called back. I initiated an online chat to follow-up 12 days later and was told that no investigation had been started. I called Fraud and got disconnected by a computer. I called CS again, and rep told me that an investigation had been conducted and that no problems were found. I told her that I had just been informed by another rep that NO investigation had taken place. She put me on hold, only to came back to tell me that she had just conducted the investigation and that tech and fraud saw no problem. I then called Fraud again, who told me that data overages were not their concern, it was a tech problem. At each "touch" point, I requested specific data to back up the charges, and everyone told me that it would be impossible due to confidentiality/privacy issues. (Obviously we don't want a CS rep to see all my data details, but I should be able to see them, right??? So SOMEBODY should be able to get that information to me. Finally, I set up a "chat" with another customer service rep. I specifically requested a list of data usage by Safari on my iPhone for the last billing cycle, including--specific dates, times, data amounts, ip addresses, and whether the data was incoming or outgoing. I was informed that in order to get that information, my attorney would need to contact Verizon with a subpoena.
That's the short story.
As the customer, and the manager on the account, I feel that there IS a BIG problem with data usage by my iPhone. Why CS can't see that seems to be to be a major CS problem. Why tech can't explain the issue is another problem. Why fraud won't deal with me in a responsible manor is yet another problem. Why is it that I have to make a legal issue out of this? Does that mean that Verizon admits to doing something illegal??? I was at first assuming that someone had hacked my account or that some "cloning" was going on. NOW I simply think that Verizon is trying to bilk me for money.
This month, I have put blocks on all data usage on my phone. Kind of defeats the purpose of having a smart phone, but hey. Verizon can offer me no other protections than the suggestion that I constantly check data usage via My Verizon or #DATA.
I fully expect more problems from Verizon, since I have stopped automatic payment and removed my bank account information from online billing. My husband and I will visit a Verizon corporate store this week to see if a "face to face" conversation gets us anywhere. Meanwhile, and unfortunately, we are preparing ourselves for a change in service providers.
If you can provide any assistance in getting the information I've requested AND/OR having at least 90% of the overage fees taken off my bill, you will be henceforth known as an ANGEL in this community.
Thank you for your time and consideration. I look forward to hearing back from you soon.
You will have nothing you can do. The audio version of all calls needs to be made, albeit, the primary call calls to dig up were made on Friday last week. The woman that had made the offer to me for the free advanced upgrade even called me back after we were disconnected in the middle of a long conversation called from >>removed<<. All reps have told me that's not possible as the woman I was talking to was in California. There is solo much cover up at Verizon as you have 2 felonies committed I know for certain and I will not stop due to " no record of that call" . Hell, just look at who called me from Georgia and listen to that call.
Best let Josh know, his intent to deceive telling me last Saturday that he had sent this request to quality assurance as they are the only ones that can access the recordings and would call me back this last Thursday( listen to his telling me all this) was later told to me to be a false statement by another Verizon rep. Who offered a battery.
Look, I know I don't qualify for this upgrade but going back to a guy named David who told me this wasn't anything he knew to be possible I believe. The issue is I was made this offer, accepted it when asked if I agreed to a 2 yr extension stated as 12/15 by this woman I accepted and she told me I would probably not receive the phone on Saturday as they were overnighting, rather more likely on Monday. I told her this was a sweet thing for she and her supervisors to do and was like a Xmas present and she seemed to giggle a tiny bit and said but maybe a couple of days late.
Again, I would of expected the phone on Monday if I would have called back to ask the color. Only then did the nightmares begin that no order showed up. She gave me some numbers to remember..apparently location ID's even though I thought they were obviously connected to the order you will hear her say had been completed which were >>removed<<.
No one knows who she is and my God.. 2 hours on the phone with her and her even calling back from that number?
Not even Beckett could make all this up and in sense you have fraud smothered after fraud across your network of call centers if you can't pull the conversation where I was made and accepted this offer. The phone was a Galaxy s4.
I have never sued nor been involved in a lawsuit but a crime exists here and it's not my fault when David tells me that if I was made this offer I would have been asked to answer terms and conditions via a transfer to that automated system to accept the terms and complete the order. That may well be the policy but that is not what I was asked to do nor needed as my order was completed with this woman verbally. She made the offer..hell I never asked for a free advanced upgrade. I am sticking by your offer as it was made and this woman and her supervisors( she kept asking what to do since you had no battery and the time and inconvenience I had bee through with tech support and Samsung) spent a lengthy period of time on the phone with me and it was an offer made that I'm prepared to swear to in a court of law as this is absolutely a criminal activity and it doesn't take a genius to know if you can't find this call then this is happening to others as this would be a cover up galore. I'm inviting Verizon to find the tape and I will stand on what was agreed to but in no way am I going to accept the feedback this far that there is no record of this call. That's it and yes, my battery is bad, worse by the day and replacing it was all tech support was doing before they found you had none in stock. That would have ended the problem and you would have had what I have always considered to be great customer service. The offer made is there..if not on tape, then erased to save someone's ***, but this is why I feel this goes to the level of a crime committed and if it takes years I'm going to have this person found via doing my best to viral this case and get the AG and local district attorneys office to advise me on the protocol of steps I need to take to see if they will seek action.
A wrongful act has been committed and it's not right to tell me I wasn't made this promise by not following through which is implicit by saying there is no order and not the Verizon policy. Sorry, but someone at your end may have violated policy..NOT my problem.
>>Personal information removed to comply with the Verizon Wireless Terms of Service . Personal information such as full names and phone numbers should be shared with Verizon reps via Direct Message (How To: Direct Message), NOT posted on this public forum<<
Message was edited by: Verizon Moderator
And you might want to change your password because by posting them in your response, they were emailed to everyone on the forum who is tracking this thread.
The moderator has graciously removed them from the post, but they were already emailed out with your response.
Thank you for this information. In order to best assist this situation we would need to review your account. It looks like you provided account specific details which can not be given in public forum. You can follow me at TonyG_VZW and send me a DM with your account information and password. We definitely want to make sure that this is review thoroughly.
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I am in the process of providing the Attorney General of California with information that I believe will show Verizon has committed 2 counts of Fraud in the last week, felonies perpetrated upon myself, a customer of Verizon for many years. I am shocked as the representations made to me in the context of promises made and intent to deceive, I found out about just now, must me dealt with as only logic leaves me to believe if they are doing this to one customer it is highly likely fraud has/is being perpetrated upon at least one other of the millions of customers.
Private info removed as required by the Terms of Service.
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Intent to deceive is exactly what their standard business operating procedures seem to be lately. I've been given inaccurate and misleading information multiple times (have it on record), and misrepresentation and failure to honor any arrangement has become Verizon's only signature. FCC/legal action seems to be the only way (feels very satisfactory at this point).
The local district attorney is where I was told to start as felonies are a criminal determination. I am also going to be filing a police report first and then let them make this a formal determination as to how to,proceed since this is a corporation. They may be able to help me get the last names of those that perpetrated the fraud as they may be individually liable as well.
Hello to you Parkerf,
I am also shocked in regards to the details you've provided and I'm incredibly regretful that your experiences have been less that stupendous. I'm very sorry for any misinformation provided and can absolutely provide clarification and accurate information. What happened exactly? Please share details.
Please follow us on Twitter @VZWSupport
I appreciate your interest. There is nothing that can be done unless audio
recordings are made available. I'm willing to stake my reputation in my
community and publicly in order to force Verizon to respond as my
understanding is that I'm allowed to have 2 individuals deposed so am going
public and following proper legal channels to force the truth to become
In short, I talked to Verizon tech support orig a week ago today. After 2
hrs they said they would send me a new battery and there would be no
shipping charge. All was fine. I'm on the phone while the woman enters the
order and said the SKU for my phone battery shows Verizon to be out if
stock. She said she wanted to contact Samsung so I held..and after 10
minutes am introduced to a Samsung rep. He asked for my Samsung purchase
receipt and I didn't have it so he said I would have to pay for a battery.
I was surprised naturally and said I needed to go back to Verizon and ask
them if they would correct the situation. After 2.5 hours on the phone with
customer service the woman told me her supervisor had approved a free
advanced upgrade to a Samsung Galaxy s4. I was shocked and said this is
like a Xmas present and used the phrase"sweet of you" . She laughed a bit
about the Xmas comment and said yes..just a couple if days late. She said
if I agreed to a 2 year contract extension to end 12/15. I said sure and
she spent about 10 minutes getting all I find entered..mentioned it was
coming overnight but unlikely to arrive Saturday..more likely Monday. All
was great. About an hour later I called to ask what color it was and all
hell broke loose from that day forward. No record of any order, every CSR
person telling me that kind of upgrade is against Verizon's policy,
promises that I audio recordings of this call would be provided made
possible by the quality assurance dept who would be making the decision and
I would be able to listen to the recording( Josh was the one who told me
this), promises to call me back with an update on status if when recording
would be available by Josh. He never called as be promised to at the latest
by yesterday( Thursday). I heard nothing and am told Verizon is not able to
get these recordings and offered some way to get a new battery. The woman I
spoke to told me her supervisors said Quality Assurance can't get
recordings and she was sending his supervisor my comments. Although I
called for help orig with a tech and she determined I needed a battery the
bottom line is I was made an offer for a free advanced upgrade to an s4.
Hell, I didn't even know at first what it was but my daughter was with me
and said that's what she has. I couldn't even make up "free advanced
upgrade". I did understand the terms she said would be changing as its has
always been 2 years and I agreed.
I'm not backing down as apparently none of this was documented by this lady
and **** it..I'm going to get this recording. We even got disconnected and
she called me back in the middle of the call and it was her..from a 770
area code.. Georgia.
You will see no record either and I'm not going to back down as I expect
Verizon to honor this offer and I'm willing to do whatever I can to get to
the audio tapes.
I'm tired if hearing from others since that there's nothing more than a
battery that Verizon can provide due to policy. I'm going after this..just
imagine if I was Bill Gates..this is fraud!!
On Jan 3, 2014 3:35 PM, "Verizon Wireless Customer Support" <
Parkerf thank you for the clarification! We're here to help and make sure you are in a working device. Please accept my follow request, follow me, and then send a private message in order to access the account. Look forward to hearing from you soon!
Follow us on Twitter @VZWSupport
I can even log in to send Ashley a word. This is so frustrating. Why am I
no able to log in now. Why don't you send Ashley a tweet..Forums are doing
me any good..this isn't how I thought fraud was dealt with in needing to
tweet about it. If Verizon would just do the honorable thing. I asked for
fairness so we can all listen to the audio recordings and am denied. This
obviates at the very least some type of control you use to distract from
the consumer. I was made a promise. If I'm wrong let's see. Let the audio
recordings be the court of fairness vs. Goliath playing judge and jury. I
so stunned as I've never had anything but good customer service after all
these years with Verizon. It's a real hair puller being on the other side
as Verizon doesn't even have the courtesy to return promised call
backs(David first and then Josh ( I am going to say he should be
reprimanded if his representation the tapes would be made available by
Quality Assurance and I could listen + he added my name to his calendar to
call me back on this last Thursday) who the following rep said if Josh told
me this her supervisors ( 2) told her he was giving me false information.
In my view, i feel no doubt all issues are easily heard and im telling you
if a fraud hasn't occurred then my name is Joe and I know that making that
statement is dangerous if I am lying. So, I'm at risk here and you all can
and have chosen to not retrieve the conversation about last Fridays promise
I just can't believe the character of this company to not provide
transparency in the way of providing the recorded conversations a week ago
last Friday. That's where you will find the one where I was made and
accepted the offer.
Now this person says she wants me to have a working device. That's all I
wanted but your technician found when filing out the order you were out of
the battery for my device. After that ..same day..was when I accepted an
offer for a free advanced upgrade. And I'm so certain that this is 100%
correct I am not backing down.
>>Personal information removed to comply with the Verizon Wireless Terms of Service<<
Message was edited by: Verizon Moderator
Parker, we definitely want to make this right and want to be able to get in touch with you. You need to be signed in to post on the forums and I reviewed your user ID; I was able to send you a request to follow, please accept it and Direct Message me for further assistance. In addition, you can reach us via Facebook or Twitter. We look forward to helping you.
Follow us on Twitter at @VZWSupport
This is not the place to report fraud. This is a community help forum.
Ashley didn't ask you to follow her on Twitter. She asked you to follow her on the forums. That way you can Private Message each other. And your account can be examined by the rep.
I didn't see anyone else other than a rep as you in thread to follow them. But there's no harm in it if they did.
So are the "verizon"-labeled people in this community actual CS reps?
If they are posting using the Verizon Wireless Customer Support username or their respective individual username (like the ones I have already linked to earlier in this discussion thread), then yes they are officially VZW employees.
Lemons.. I'm following what customer service told me to do to report fraud. I have no idea who u are. I'm a Verizon customer and if this isn't the place to talk to the fraud control people then customer service did me another great favor. This place is for winers as it appears and I have a serious issue.. Not a device or billing issue..rather a fraud issue.
Sent from my iPad
Parkerf we can help point CLTVZWuser in the right direction. For more information regarding how to report Fraud, click http://vz.to/19Wl54b
Follow us on Twitter @VZWSupport
If you are having problems logging into the community forum, please be aware there are two methods in which your username is setup. The first one is tied to your MyVerizon account and you use your MyVerizon username and password to log in. The second method is a community only ID and you have to change the drop down menu to that login type before entering your community ID and password.
Nightmare, indeed! I would love to hear the outcome of your experience with Verizon Fraud Department. My story is EXACTLY like yours, and my accounts were never reactivated. We lost money, contacts, pictures--everything!--and then had to buy more Verizon phones because that is all that will work where we live. Just the thought of being in contact with them makes me physically ill. I think it's PTSD....and I am not exaggerating.
Someone opened an account in my name using information I believe was stolen from the Target point of sale computer network. I got a bill from Verizon, and spent nearly an hour on hold trying to get to a person in the VZ fraud department. When I did reach such a person, she was completely incompetent and couldn't give anything but very vague directions on what I should do, except to say that a police report was needed. When I told her that it was in work, she "granted" me a week to comply, implying that if I did not, I would owe the money. She let slip their email address, and after griping to VZ with it, it turns out they do have an Affidavit form and related documentation, that was promptly sent to me. (removed)
Good luck to all!
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Message was edited by: Admin Moderator
I am having a very similar problem. My account was put on a fraud hold, no one was able to tell me why, and now after several phone calls my service has been suspended on a Friday evening and I was told the fraud department has 24-48 hours to research the issue. I should not have to wait 24-48 to have my service restored and my issues addresses. If i cannot get this resolved tomorrow morning I will be cancelling all of my verizon products. If enough people have this problem and leave or consider a class action law suit I assure you vezion will change its fraud policies because that is the true fraudulent activity.