Account Frozen and Order on Hold

[Sumguy]

Just signed up for 4 lines and devices and yesterday. During the call, rep had advised me that I was eligible for additional shared data sims for tablet and pixel watches on each line as I activated pixel 9 devices. Told me to call back the next day to get them added to the account. Tried to call today and was notified my account was actually flagged for fraud and the 4 orders for devices and new activations have been put on hold. They were not able to tell me why, only that fraud department would contact me at some point. Can anyone provide more information?

[Sumguy]

@TELUS_Support hello, could you please help.

[NFtoBC]

Nobody but the Telus Fraud department has any access to your account information once an account is flagged. You will need to await them reaching out to you. I will suggest that the purchase of 9 devices is a likely trigger.

[Sumguy]

I didn't buy 9 devices. I purchased 4, 1 per line. The device name is pixel 9.

[TELUS_Support]

@Sumguy NFtoBC is correct about the fraud team. Once an account is flagged, they're the only ones who can clear it. Did you receive instructions for your next steps? It typically involves sending in identification. If so, when did you submit the info. If not, please let us know and we'll find out what you'll need to send in. 

[Sumguy]

Thanks for the reply. I have no received any instructions, only that the fraud team would call in 7-10 business days.

On a side note, is there any reason I would be flagged? Seems odd to me that the order would be place successfully by the rep, then everything gets frozen.

[TELUS_Support]

Generally speaking, they would ask for additional verification but I won't know for certain what they'll ask for (it's not the same for every case).

I couldn't speculate on why it was flagged. It could be any number of things that triggered the order to be flagged (both legit and through no fault by you) by the system but to protect the process, we typically don't share the specifics.

[Sumguy]

I see. Is there anything I should be providing at this point?

[TELUS_Support]

Not until this team reaches out to you. They'll be providing further instruction.