I posted the discussion below on 11/16/2020 and as of today it has been 1 month and the Verification Department cannot verify my company's identity, the letter with the PIN Number still has not arrived, and they have obtained twice my Dun and Bradstreet information from Dun and Bradstreet to still say they  cannot confirm the address and telephone number based upon what they have in their system.  This is totally unacceptable!

First of all, I understand protocol, protection, identify theft and fraud, but I do not understand why I cannot be identified and it will be 1 month as of 11/17/20 that I opened my Dell Business Account.  

I moved my business to a new location and I forgot to update my new location in Dunn and Bradstreet, so when I called to have my account verified, they pulled up my old address.  I quickly contacted Dunn and Bradstreet to update my information and the agent said it would reflect my new information in 24-48 hours. It was updated in 24 hours. I then called the Verification Department to go through the process and they tell me they do not see my updated information.  I have been going round and round with them since October 19th.  Also on October 19th they told me that they would send me a letter with a pin code in 7-10 business days that I can use to call in and that will verify my identity.  I want everyone who reads this to know that I have not gotten that letter yet.  They even stated they resent it at least three times since I have complained about the first letter I did not received.  After 3 weeks of this, they cancelled my order for no response!!!  I called Sales , which is on the U.S. side, to see what I could do.  The agent took my order again and said that he would get it pushed through by the DFS specialist that supervises him.  Well, no luck there and now he avoids me like the plague.

I don't know what archaic computer system and/or software they use in the Philippines, where Dell customer service, Verification Dept., and Technology Support are, but they need to catch up.  They even asked me to send in 2 years of my tax information then they could verify me.  Do they think I fell off a turnip truck?  Why would I send sensitive information to the Philippines for a $1,800 system. I do not feel safe doing that, only to tell me they still cannot verify me because my tax information has my old address on it.  

Somebody on the U.S. side needs to communicate with them or ME to resolve this issue.  This is for the birds.  I have other options, but I like Dell's systems.  If this is not resolved by the end of this week, I am out. 

I have been contacting the Verification Department for 1 month now.  I truly need my order to be released.  What I ordered cannot be purchased in a store because of certain specifications I have to meet as a government contractor.  

My Dun and Bradstreet has been pulled twice by Dell and it reflects my current information.  The Verification Department says they still have my old information in there system (which I told them what it was) but they still said they could not help me.  They said they would send me a letter with a PIN code on it to call them to verify.  The letter has not been received and it has been 1 month today since I opened my account. They said the sent me two more letters and they have not arrived either.

There has to be something someone can do.  I have been transferred everywhere to end up back in the Verification Department.  This is frustrating and I have read several messages in the Dell Community Forum who have experienced the same thing.  When can we be heard?

Please ignored the above message as I got your information.

We have already escalated this case to our verification team and they'll contact you at the earliest. 

-Susanna

Hi,

I'm very sorry to hear of what has happened. This is not the experience we want our customers to have.

Could you provide the order# and the registered owner's name via direct message? I'll have it checked right away.

-Susanna