Complaints

This profile includes complaints for Verizon Connect's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Verizon Connect

  1600 Golf Rd #800 Rolling Meadows, IL 60008

• 

  Verizon Connect

  1701 Golf Rd Tower 2, Suite 100 Rolling Meadows, IL 60008

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Summary I am filing a complaint against Verizon Connect for unauthorized charges, failure to honor my non-renewal request, and refusal to issue a promised refund of $4,095.98. Despite multiple attempts to resolve this issue, Verizon Connect has failed to uphold its commitments.Timeline of Events July 11, 2024: Submitted Notice of Non-Renewal (Case #********)no response.July 24, 2024: Followed up, referred to ******************* response.July 30, 2024: Sent another email, ******* responded, but never called back.August 5, 2024: Sent final email confirming non-renewal/cancellation.December 9, 2024: Still being billed. Contacted Verizon Connect, referred to Werhane, ****** and Baileyno resolution.December 13, 2024: ***** ****** referred me to **** ********.Verizons ******************* to Honor It December 13, 2024: ******** confirmed Verizons failure to process cancellation and promised a $4,095.98 credit.December 17, 2024: He confirmed cancellation was in process and credits would be applied.March 7, 2025: I received a Final Demand Notice (Invoice #************ - $2,047.99)AFTER my account was supposed to be closed.Requested Resolution I am seeking the following corrective actions:Immediate issuance of the $4,095.98 credit back to my credit card, as previously promised by Verizon Connect.An additional credit to eliminate Invoice #************ and the $2,047.99 charge. This invoice was fraudulently generated after my account was supposed to be closed.Written confirmation that my account is fully closed and that I will not receive any further charges, collection notices, or invoices from Verizon Connect.

  Business Response

  Date: 03/26/2025

  Thank you for bringing this to our attention. We apologize that you had a negative experience. We see the account is now closed and the promised credit has been issued. An email has been sent to MR. ******* explaining how he may request a check from AR. Please contact us at ********************************************* if you still need further assistance. Thank you, Verizon Connect

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I have contacted Verizon Connect's accounting department and I am awaiting clearance on the issuance of the refund check
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/06/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my service with Verizon Connect at the end of the contract term and switched to a better provider, ******. After the cancellation, Verizon Connect demanded $1,176 for unclear reasons. Despite numerous calls, one of their managers negotiated the amount down to $426 to settle the account. Although I believe I don't owe them this amount, I agreed to pay it just to resolve the issue. They asked me to wait until the records were corrected before making the payment, but the records were never ***********, a collection agency is demanding an even higher amount. I forwarded the email from Verizon Connect's management confirming the $426 settlement, but the collection agency is being unreasonable. This seems illegal, and such business practices must stop. I have all the records and will not pay more than the agreed amount as a goodwill gesture. This situation is taking up too much of my time, and I believe they owe me compensation for my time.

  Business Response

  Date: 03/14/2025

  Thank you for reaching out and sharing your concerns regarding your account settlement. We understand that this process can be challenging and appreciate your willingness to work with us.
  
  
  To ensure a thorough review of your account, please provide the following:
  Documentation confirming the negotiated settlement amount of $426.
  Any additional supporting documents or records related to the account settlement.
  The contact information for the collections agency involved.
  
  
  Your prompt response will help us move forward efficiently. If you have any questions or need further assistance, please feel free to reach out.
  
  
  Thank you for your cooperation and understanding.

  Customer Answer

  Date: 03/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Attached documents clearly shows this case has been resolved more than a year ago

  collection agency contact as you requested

  
                      ****** Schindler  |  Associate
                    o. ************  |  **************** 

   

  Thank you

  Ismail
  
  
  

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/04/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted my account rep ******* ******* and cancelled my contract in December. Contact her again to cancel in January. Still getting charged.

  Business Response

  Date: 03/24/2025

  Thank you for bringing this to our attention. We apologize that you had a negative experience. A credit has been issued and the *** will be waived after the Docusign is completed. Please contact us at ********************************************* if you still need further assistance. Thank you, Verizon Connect

• Initial Complaint

  Date:02/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against Verizon Connect, a subsidiary of Verizon Communications, regarding deceptive business practices and a failure to adequately disclose contract terms to consumers. My complaint pertains to misleading representations made by Verizon Connect in connection with their service agreements and the financial obligations imposed on customers without proper disclosure.Specifically, Verizon Connect engaged in the following unfair and deceptive practices:Failure to Clearly Disclose Contract Terms Verizon Connect presented a service agreement that lacked transparency regarding the duration of the contract, early termination fees, and other critical obligations. I was not adequately informed.Misleading Sales Practices The sales representatives of Verizon Connect were deceptive in communicating that we were entering into month-to-month agreement, only to later discover we were locked into multi-year contracts with substantial penalties for early termination.Unfair Early Termination Fees When attempting to cancel my services due to dissatisfaction or unexpected costs were subjected to excessive early termination fees that were not clearly outlined at the time of signing.Failure to Provide a Copy of the Executed Contract I did not receive a final copy of the signed agreement, preventing us from reviewing the terms and conditions post-signing.Refusal to Address Customer Complaints and Disputes *********************** customer service department consistently refuses to resolve disputes, often directing us in circles without any meaningful resolution or opportunity to negotiate fair outcomes. Please inform me of any actions that your office intends to take regarding this matter. I am available to provide further details and supporting documentation upon request.Thank you for your attention to this matter. I look forward to your response.

  Business Response

  Date: 02/24/2025

  We appreciate you bringing this matter to our attention. We sincerely apologize for the negative experience you encountered. A member of our executive team will be in touch shortly to discuss a resolution. We are committed to addressing your concerns and reaching a satisfactory outcome.

   

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22972475
  
  Hello,

  We have reviewed the companys response and find it insufficient. Despite multiple attempts to reach a resolution via email, the only offer made was a reduction in the cancellation fee. This is not an acceptable resolution.
  Until the company provides a formal written response and our business receives the full amount previously requested, we do not consider this matter resolved and do not wish to close this case. We expect a substantive reply addressing our concerns promptly.

  
  Sincerely,

  
  ******** *********
  
  

  
  

  Business Response

  Date: 02/25/2025

  We have contacted the customer and scheduled a call to discuss the next steps in resolving this matter. We are committed to finding a swift resolution and addressing all concerns to your satisfaction.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22972475
  
  I am rejecting this response because: 

  This complaint is still open. We have not spoken to any representative form the business. They did reach out to schedule a call but I have not heard back since my reply to that email.

  
  

  
  

  
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Verizon Connect System caused our company to lose money and time. Our drivers had *** violations and our fleet manager (me) lost many hours/days speaking with customer service to remedy the ********************** problems and they were rarely fixed. The customer service was horrible and did not help us. We were tired of dealing with a very bad company and ELD system. We do not feel we should pay for BAD service and many hours of lost time and fines that could of been implimented but an audit. Since we have changed to ******* a great GPS tracking company, things have been super smooth and no problems. Verizon connect kept blaming drivers or myself and that was completely false. We do not feel we should pay any balance. It was a very stressful company to work with and I hated having to call this company. I always assumed I would get no satisfaction in fixing the problems we had with their system. ******** customer service.

  Business Response

  Date: 02/19/2025

  Upon reviewing the account and the feedback provided, we understand the customers request. As the signed agreement outlines the terms of service, including early termination fees, we are unable to waive the associated charges. We regret any inconvenience this may cause. 

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22956727
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22956727
  
  I am rejecting this response because: We received a response but they did not take any responsibility of the bad customer service.  That was always their way of dealing with any problems.  They always pushed it onto the drivers.  There equipment and the customer service were lacking.  They needed proper training.  Their customer service was in ******  I spoke with them often as any where they were located.  Only when it was escalated two to three times we might get someone that could help.  This was only after I had to spend hours if not days on the phone with them going through the same tests to try to get things to work properly.  The response I received since the formal complaint once again said it was my drivers fault and they needed training. They encourage us to settle our debt.  We dont believe we owe them. They owe us for all the *** violations as well as wasted time on the side of the road for my drivers waiting for Verizon to know how to fix the problem and eventually telling my drivers to drive.  I spent many if not most days of the week on the phone with them trying to fix 13 drivers logs and ELDs.  Im HR manager as well as DOT compliance and Fleet manager.  I can not and should not have to stay on the phone with Verizon Connect for 4 to 6 hours a day 3 to 4 days a week because they are poorly trained or have faulty equipment. 
   
  Since we have gotten Samsara to do the same thing, it has been wonderful.  Not once have I had to spend hours on the phone and my drivers have not lost precious time sitting on the side of the road waiting for someone to help them fix their tablet.
   
  What is the next step to stop this madness.  I had contacted them multiple times in the past about the poor customer service and we will go elsewhere if they dont improve.  I was ignored for more then 6 months then I was told the person I use to speak with moved to a different department and I had to start all over again from square one with a new person.  Again madness.
   
  Please help.  We dont believe we owe them a dime.  They owe us for all of our lost time.
   
  Thank you,

  
  ***** *****
  

  Business Response

  Date: 02/24/2025

  While we understand the customers decision to switch providers, early termination fees apply as outlined in the signed agreement. The outstanding balance reflects these fees and remains valid despite the account closure. Though we are unable to waive valid charges, we are open to discussing flexible payment options.

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22956727
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I been trying to review my contract since mid 2024. I have called Verizon connect support number ************, they just open tickets for my account *** to contact me. The account *** never calls. After months of trying she called back and said to send her an email requesting the information. I sent an email and she never ***lied. I call her daily, leave voicemails, text, emails, and nothing. Now costumer service is telling me that the contract that expires on 03/18/2025 was auto renewed until 03/18/2026. It looks like they are tying to avoid giving us info so they can keep us under the contract. I just want them to close my account and not having to talk to them again. I understand 2 of my devises are under contract and I know I will have to pay a cancellation fee but for the 3 that they auto renew instead of returning my calls I am not paying a fee for.

  Business Response

  Date: 02/17/2025

  Good Morning,

  Thank you for bringing this matter to our attention. Moving forward a representative will be in contact with the client within 24 - 48 hours to review their account and their concerns.

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Verizon connect provided us with trackers for use on construction equipment. After many months of support tickets and discussions, it was determined that the trackers we were sent did not work. Verizon connect support told us we could simply end services. We paid for the period of time we used the equipment, and were told we would not owe anything additional. We were put in contact with our account representative, ***** ****** who also confirmed that services were concluded and no money was due. I have received these communications verbally and via email (I still have record of him communicating that we owe no money). For several months, the verizon connect billing team still calls and emails me to demand payment. I've explained the circumstances, they say they understand. But I still continue to receive calls and emails about payment. I contacted ***** about this, he said it was an internal error and that i needed to sign a docusign - after this the matter would be closed. I've done this, and I am still receiving calls and emails about payments. They are now threating to send me to collections, and claiming I owe over $10,000. Which is very frustrating, as their own team is confirming that I do not owe anything to them. It seems that their account team needs to better communicate to their billing team, to show a zero balance due. I would like the harassing phone calls and emails to stop.

  Business Response

  Date: 02/17/2025

  The customers account has been credited for the agreed termination fee. They have been notified of the credit processing timeline and any outstanding charges. We have also offered assistance to address any questions or concerns regarding the resolution.

• Initial Complaint

  Date:02/12/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract scheduled to auto-renew 2/14/2025 I submitted a cancelation request via customer portal on 11/15/2024 - was told ******************** would call within 4 days to verify, which they never did. I was notified via email 2/3/2025 the "cancelation request case ******** was closed with no action"I initiated another cancelation request 2/4/2025 and it was closed 2/6/2025 with no explanation or action. On 2/6 a sales representative emailed me a proposal to buyout my contract that has auto-renewed for $831.65 She claimed i didnt answer the (2) phone calls from Verizon, so the account auto-renewed, but can provide no details when these calls took place (no voicemails, never had missed calls). She has stopped corresponding after I asked for these details and expressed my confusion as to being required to buy out contract that has been canceled via written notice.

  Business Response

  Date: 02/13/2025

  Thank you for contacting us. We have reviewed your account and identified a discrepancy with the auto-renewal. We will cancel your account without termination fees. A representative will contact you directly to provide an update and explain the next steps in closing your account.

• Initial Complaint

  Date:01/23/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im trying to get an early canceletion on a year subscription since December 9th. They stated I'll have to pay an early termination fee, to what I agreed to. They keep asking me to sign docusigns agreeing to pay the early fee and at to this point they haven't canceled the service. The terms of the current year period is March 2025, which is almost here, and I'm just looking to cancel and not get any renewal. They response via email is the team is still working but when I called the customer service line, they say there is not an active cancelation process open.

  Business Response

  Date: 01/24/2025

  After review, we found the cancellation agreement was signed on December 20, 2024. The cancellation to process 1 to 2 billing cycles to process. The customer will receive a final invoice with the agreed amount and their account will be closed. We will contact the customer and provide an update on our process.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22848646
  
  I am rejecting this response because the information was never communicated to me and if that's the case, the early termination fee needs to change, since 2 more billing cycle times puts me almost at the end of the contract.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/30/2025

  The customer was previously misinformed about the cancellation process. We have since provided the correct information and confirmed the cancellation and associated fees align with the customers request. We will make any necessary adjustments to the cancellation fees to ensure they reflect what was communicated to the customer. This issue is considered resolved.

  Customer Answer

  Date: 01/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/16/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered a 3 year contract for Verizon Connect GPS tracking. I installed 1 device and monitored using the software. The software does not provide fluid tracking of devices, yet only ***orting time stamps. Additionally, my account is not showing drive history etc. A ticket was opened in which i was told the device is more than likely installed wrong. I then installed two more devices, and can track them while they are being driven but once stopped, again there is no history. My account manger was very responsive with me from the 12th-16th. I then went on vacation from *****. My *** even emailed me on 12-23-24 and 12-24-24I received the devices on ********. I informed my account ***resentative i wanted to cancel on 12-27-24. After some back and forth my account ***resentative ******** ********** went silent. I even asked him to inform me when the software was corrected so i can see if it will work. I heard nothing back. I tried contacting him on the 30th and 31st. At that point i reached out to customer service to initiate the cancellation. There was back and forth. *** said customer support must cancel and vice versa. Request ******** opened 12/31/24 and closed on 1/10/25 with no action. ******** opened 1/10/24 and closed 1/16/24 with no action. I created ******** and it was immediately closed. I can see all of these in my support cases. I am told there is a request ******** opened on 1-13-24 to close the account, it is with the account manager, but i cannot see this in my support cases. I have emailed my account manager daily and have gotten no response back from him. I call customer service daily and they tell me the account manger will contact me tomorrow. This branch of Verizon is a joke and an embarrassment to Verizon. I received my devices, they do not work for me. I have been trying to cancel at the 15 day ***** Just hit 30 days and got my first bill for the 3 activated devices for service from 1-15-25 to 2-14-25. Horrible service.

  Business Response

  Date: 01/22/2025

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact within 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team.

  Thanks
  GCS Escalations Team

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22821594
  
  I am rejecting this response because: The business just said they would contact me.  I have been contacted via email.  However, there has been no further follow up for a solution at this time.  I would like to keep this open to see what the business solution is.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 01/27/2025

  Hi ****, 
  We understand your frustration and concern with next steps. A member of our executive care team is dedicated to finding an amicable solution to your situation.***** reached out on 01/24 and was advised to call you back on 01/27 since you were at the dentist office. He called again today. No answer no voicemail. Subsequently, he followed up with an email asking if tomorrow would work for you. We can assure you that we're committed to getting your concerns addressed. For your convenience correspondence is documented on case # ********. Please work back with ***** as he will be your point of contact and best resource. 
  

  Verizon Connect

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22821594
  
  I am rejecting this response because:

  I have spoken with the *****.  A solution was provided. However, i was told it could take up to 60 days.  I would like to wait and see the actual follow through.  While i think it is valid, i have lost trust in this companies actions.  I want to wait for proof from the company the complaint has been resolved.
  
  Sincerely,
  
  **** *****