A Message from Penny Forward Founder and CEO, Chris Peterson
When I found out my identity had been stolen, I felt embarrassed. As a former information security professional and a current financial counselor, I’m supposed to know better—right? It’s one thing to teach others how to avoid fraud, but quite another to have it happen to you. I felt overwhelmed, embarrassed, and frankly, a bit ashamed.
But as I sat in an Uber on December 11th, casually scrolling through my emails, embarrassment quickly turned to alarm. Verizon Wireless had just congratulated me on purchasing an iPhone 16 Pro Max. The only problem was, I hadn’t bought any phone. I hadn’t even visited Verizon’s website recently. I don’t even have a Verizon account. My heart sank.
As soon as I could, I found Verizon’s phone number and called customer service. The representative asked for my account number, but, unsurprisingly, the email I received didn’t include one. Without it, she said she couldn’t help. To make matters worse, the fraud investigations department was closed—it was Saturday.
I hung up the phone feeling defeated. I knew what steps I needed to take, but suddenly it all seemed daunting. Where would I even begin?
Weeks passed, and right in the middle of holiday festivities, a paper bill from Verizon landed in my mailbox. I glanced at it, sighed, and set it aside to deal with later. Of course, amid the holiday chaos, “later” quickly became “never,” and I completely forgot about it.
Fast forward to February. My phone rang with a call from a debt collector asking about my unpaid Verizon account. My stomach churned with anxiety. Surprisingly, though, the person on the other end was kind and helpful. She believed my story about the fraudulent purchase and advised me to contact Verizon’s fraud investigations department directly.
Taking her advice, I called Verizon again. This time, they instructed me clearly: file a police report, then submit the report to them. It sounded straightforward enough, so I wrote down every detail carefully.
Next up was contacting the local police department. Dialing the non-emergency number, I explained the situation, and they assured me an officer would be dispatched soon.
The officer didn’t visit in person but called instead. As I described my experience, I felt unexpectedly judged. “Why didn’t you go to a Verizon store?” he asked, somewhat dismissively. It felt as though he was suggesting I hadn’t done enough, despite the fact that managing such issues over the phone or online seemed both logical and efficient to me.
Then he added, “It’s probably just a scam call—not an actual debt collector.” But it was indeed a real debt collector, and my heart sank again when, a few days later, a derogatory mark appeared on my credit report.
Still, I kept moving forward. The officer gave me a case number and instructed me to visit the police station in a few days to retrieve the police report.
The following Monday, I headed to the station. A helpful receptionist assisted me in filling out an information request form, reassuring me that my police report would soon be accessible online.
Sure enough, a couple of days later, an email arrived indicating the report was ready. Relieved, I logged onto the department’s website, downloaded the PDF, and immediately felt empowered—progress at last!
With the police report in hand, I navigated to Verizon’s dedicated fraud reporting page (www.verizonwireless.com/fraud). Filling out the online form was simple: upload a copy of my photo ID, attach the police report, and submit.
Within two days, Verizon responded:
“Thanks for reaching out to us. We’ve investigated your claim and determined that you’re not responsible for any charges related to this account. We’re closing this account and submitting requests to Experian, Equifax, and TransUnion to remove the account from your credit reports. Corrections could take 30 to 90 days, so please keep this letter as proof.”
Reading those words brought a wave of relief. The ordeal hadn’t been easy, but it wasn’t nearly as painful as I’d imagined.
Reflecting on this experience, I felt a mix of emotions. Initially, embarrassment and overwhelm dominated. After all, identity theft seemed like something that shouldn’t happen to someone with my background. But then I realized: anyone can become a victim. What truly matters is how you respond.
This incident reminded me of the critical steps we should all take regularly. I immediately placed freezes on my credit reports with Experian, Equifax, and TransUnion, ensuring no new accounts could be opened without my permission. Going forward, I’ll be vigilant, periodically reviewing my credit and promptly responding to any unexpected activity.
While I don’t know who did this or how they obtained my information, I’m grateful the situation wasn’t worse. No money left my accounts, and Verizon’s quick resolution ensured minimal long-term damage. But the experience reinforced a key lesson: our personal information exists in countless databases around the globe, vulnerable to breaches beyond our control.
In short, while we can’t prevent every incident, we can manage the fallout. The process might feel daunting at first, but as I’ve learned firsthand, it’s manageable with patience, persistence, and prompt action.
Remember, if identity theft happens to you:
- Report it immediately to the involved company.
- File a police report.
- Freeze your credit reports to protect against further unauthorized activity.
- Regularly monitor your credit for unusual activity.
No one deserves to experience identity theft, but knowing how to respond swiftly and effectively can make all the difference. It did for me—and it can for you, too.
Regards,
Chris Peterson, AFC®
Founder and CEO, Penny Forward
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