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:11/02/2022

  Type:Billing 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.

  We have been a customer of this company before they were bought by Verizon Connect. Verizon renewed our contract this year and have continued to invoice ** monthly, although we did not approve the renewal. Their accounts receivables department is aware that we wished to cancel the subscription back at time of renewal and removed the credit card on file so future payments would not be drafted. This department told me that a customer care representative would need to assist with the actual disposition of the account and subscription. The company assigned a customer care individual, someone to our account; however this individual cannot be reached by phone any of the times I have attempted to make contact. There is also no voice mail for the number. Needless to say, I wish to cease the subscription immediately, I would appreciate assistance from the BBB in resolution of this matter.

  Business Response

  Date: 01/29/2025

  Thank you for bringing this to our attention. We apologize that you had a negative experience. We see the account is now closed. Please contact us at ********************************************* if you still need further assistance. Thank you, Verizon Connect

• Initial Complaint

  Date:10/31/2022

  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.

  Aspen entered into a contractual agreement with Verizon Connect to provide GPS fleet tracking services. The initial setup went well. Thereafter any requests for service changes to the account have never been completed or fulfilled and Verizon Connect has stopped providing any customer services for the account. At this point, Verizon Connect account reps will not contact me back and try to resolve our issues. Features to the account that were promised to be set up such as fuel tracking have never been completed. Every time a request is placed it is either unanswered or they request that I contact someone else within Verizon. The poor customer service presented itself shortly after the contracted service started. Verizon Connect is choosing at this point not to service our account and all services, contracts, and billing should cease as stated in my 8/29/2022 email to Verizon Connect, which received NO reply. I have sent the non-renewal notice to the indicated email on the contracts and have received no response that they received these notices of cancelation. My fear is that they will continue to ignore all of my requests and continue to bill us in perpetuity. I have attached some of the email correspondence to this filing, if you need further information please let me know.

  Business Response

  Date: 01/29/2025

  Thank you for bringing this to our attention. We apologize that you had a negative experience. We see the account is now closed. Please contact us at ********************************************* if you still need further assistance. Thank you, Verizon Connect

• Initial Complaint

  Date:10/26/2022

  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.

  We have cancelled our subscription Acct # ************ with this company (Case # ********) which started in February 2022. They tried to charge us $5046.30 for *** contract balance. We have documents and emails to back up that we cancelled and do not owe anything for *** cancellation. We had to go through this process twice. Our first representative with Verizon Connect (*******************************) said he took care of this for us. But I received a letter from Verizon in June 2022 stating that I owed *** $5046.30 and if it was not paid I would be turned over for collections even though I have emails and documents showing I should owe nothing and it should have been cancelled. So I reach out to ***** again and he was no longer employed ***re. They told me I had to take it up with our new Representative *****************************. So we contacted her and we had to go through *** who process with her that we had with *****. We sent her all *** documents and emails that we had and after several months she finally said it was all taken care of on 8/16/2022. Friday 10-21-2022 I receive a letter from ************************************************************** state that I have been turned over for collections from Verizon. I reached out to ***************************** again to see what is going on and she is no longer employed with ***m. I had to leave a message for someone to call me back. No one ever called

  Business Response

  Date: 01/29/2025

  Thank you for bringing this to our attention. We apologize that you had a negative experience. We see the account closure was approved and the buyout fees were waived as well. There is a monthly balance due from the March 2022 invoice. Please contact us at ********************************************* for further assistance. Thank you, Verizon Connect

• Initial Complaint

  Date:10/25/2022

  Type:Billing 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 have contacted Verizon on MULTIPLE occasions to request our service be canceled as we sold both of our trucks in December of 2021 and no longer had a need for the service as we got out of the business. Multiple times we were told that this would be taken care of and it became apparent that it never was as we continued receiving bills demanding payment for a service we canceled. Verizon Connect has had a high turnover of account managers, we are given email addresses to reach out to and no one ever responds. Phone calls fall on deaf ears because again we still continue to receive bills I need our account closed ASAP retroactively to 12/14/21. I cannot express my frustration enough with Verizon Connect. We have called numerous times and spoken to numerous people each time with the promise that this would be taken care of once and for all. Can you ensure that our account is officially closed and that we are refunded for any automatic withdrawals that were taken from our account after 12/14/21? There also has seemed to be a high turnover rate of account managers so perhaps this may be the reason nothing seems to get done but from a customer point of view, this has been a very stressful and unpleasant experience. I am copying the information below from a previous email that was sent to someone at Verizon named ********************* who was the one requesting the below information to close out the account, we provided all of the information she requested and this was never done!!! Also sent this to our next account manager *********************** and was still never done!!Just to reiterate this needs to be retroactively canceled effective 12/14/21 as again I have called multiple times and each time have been told this would be taken care of. Your name: ********************************* Business name: Josiah ****************** LLC Account: ************ We have also moved from **************************** to ****************************************************

  Business Response

  Date: 01/29/2025

  Thank you for bringing this to our attention. We apologize that you had a negative experience. We see the account is now closed and because the contracts were terminated, the **** ****** ********, calculated an ETF on 4/30/22. We have issued a credit in order to align the balance due with the early termination fee. Please contact us at ********************************************* if you still need further assistance. Thank you, Verizon Connect

  
  

• Initial Complaint

  Date:10/18/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  We signed up for gps and camera service with Verizon Connect, and have had issues getting inoperable units fixed. Their contract states they are in default if they do not resolve the issue within 30 days of notification. We have units that haven't worked ranging from a year to 3 months. Therefore, they are in default due to not getting them fixed within the ********************************************************************************************************************** stating I would pay the termination fees for the units that worked, but not the ones that were in operable. They only offered a 10% discount on the termination fees, which is ridiculous because that would make me pay to terminate the units that were not working. Also some of the contracts they state we provided an e-signature for and we did not. That is not acceptable. Also for the same issues we were given case # ******** back in June 2022 to resolve some of the issues. When I called on 8/9/22 to check on it they had no notes on the case and had to open a new one. This was beyond the 30 days notice of an issue. Then case # ******** was opened. Then checked on it and no notes on it again. So they opened case # ********. Then we just decided we need to move on to a company that would provide the proper customer service to keep units working. I have provided a copy of one of the contracts to see the fine print. Then some of the correspondence with our CSM's that kept changing.

• Initial Complaint

  Date:10/17/2022

  Type:Billing 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.

  My company had an account with Verizon Connect that I requested be canceled in March of 2020. My requests were ignored and they continued to bill me during this time, despite repeated emails and calls. I finally had a response via email that the cancelation would take place in Sept of 2021 even though I had been requesting it for a year. I finally had my credit card removed from the account so they stopped charging it but continued to bill **** continued to be billed and had to chase down another rep, another manager and continue to debate with them on the cancelation. Received another response in May of 2022 stating they would retroactively cancel my account and issue credits from Feb 2022. I was then offered an additional compensation of $250.00 for the inconvenience. To date I not only continue to be billed but they have now placed my company in collections! Today I received an email from a manager I have been communicating with ( the same one who offered the additional compensation) that they would cancel my account as of July 2022. To date they have billed $1,216.00 erroneously, taken 23 payments from my account for a total of $874.00 and have offered $250.00 for the inconvenience.

  Business Response

  Date: 12/16/2024

  Thank you for contacting us. After reviewing your account, we confirmed it was terminated due to non-payment. To settle your outstanding balance, please contact our collections agency directly.

  
  

• Initial Complaint

  Date:10/13/2022

  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.

  Our business, *****************, signed up for the Verizon Fleet Matics and we kept having issues and found something similar with a reduced cost so we decided to cancel with Verizon. In early 2019, we reached out numerous times to cancel... We kept getting tossed around from rep to rep with no resolution. August of 2019, we received an email stating our case was closed. But even with the case being "closed", our account is still getting billed! To resolve this issue, we want confirmation the account is cancelled and we want the money back from the times we were billed after we cancelled in 2019. This would start August 2019 to now, October 2022. If the issue isn't resolved before the next bill date, additional money will need to be refunded. We use Verizon as our carrier but are extremely disappointed with their Fleet Matics program and representatives.

  Business Response

  Date: 12/16/2024

  Thank you for contacting us. After reviewing your account, we confirmed it was terminated due to non-payment. To settle your outstanding balance, please contact our collections agency directly.

• Initial Complaint

  Date:10/10/2022

  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.

  I have been repeatedly asking for help on our account with some billing issues (not receiving the bill and the account not being switched over, nothing to do with price) since July 5, 2022. I have not been able to get anyone to help me solve these issues. The person who is our "customer success manager" told me it was outside of his scope of work. I am at a complete loss about what to do. I just would like to receive the billing information for our account as well as get the account switched over.

  Business Response

  Date: 12/16/2024

  Thank you for bringing this to our attention. We apologize that you had a negative experience. We see that all units are reporting and a credit has been issued. Please contact us at ********************************************* if you still need further assistance. Thank you, Verizon Connect

  
  

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 18193553
  
  I am rejecting this response because: It took 2 year to get a response.  How on earth is that acceptable?  We have just had to accept that we will receive NO customer service from this company.  We still have credits that have not been applied and we still do not receive the invoices.  Nothing has ever been resolved. 
  
  Sincerely,
  
  **** **** ******

  Business Response

  Date: 12/24/2024

  Hi **** **** ******, 

  We apologize for the delayed response. It was recently brought to our attention that this BBB account existed. We completely understand the frustration and doing our best to answer all our clients concerns. 

  Upon reviewing of your account in more detail we see multiple credits applied. BA#************** and BA#*************. The account manager ** ****** ******************************************* recently left a message on 12/18 at 2:17pm. Our support team can be contact 24/7. Billing information can be accessed and downloaded via the portal. We see you're last login on 11/04/2024 1:59 PM. 

• Initial Complaint

  Date:10/04/2022

  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.

  I own a medical transportation company. In July 2022, I signed up to get vehicle trackers for my company vans to monitor my vehicles in the field. After talking to sales reps I agreed subscribe to their service for 1 year. After I signed the contract, they were supposed to ship me the equipment to track my vehicles as advertised. A week went by then no devices. I called. They claimed it was on the way. Another week, then a month and still nothing. I called back again. They said somebody would call me back. Then they started taking money directly from my accounts. I called and filed a complaint that they couldn't be taking money for a service they have not provided. They only generated a case number. I have since called 4 more times, and each time they kept tossing me from one person to another and to another without resolving the issue. I just called again today to request for my refund and to cancel the fraudulent contract. They claim the only person who can solve the problem is my account manager with the name of ****************. At **************. Her supervisor is allegedly called a *******************************. They refused to get me the supervisor's number or email address. My company name is : ABIBIMAN TRANSPORTATION SERVICES LLC. I just found out there are two different Verizon connect account numbers for my contract. On the payment invoices, there is an account #: ************. When I spoke to customer service, they provided me A/C#:************ have filed multiple complaints.09/23/22: Case #:06934020 09/30/22: Case #:06952218 10/04/22: Case #:06960805 My contract came out of their *******, ** office at: ***************************************** 02451.All I want is to get my money refunded for a service THEY NEVER PROVIDED. I believe that is called FRAUD. I will highly appreciate your help in resolving this matter. ****************** ******** FOUNDER AND CEO ABIBIMAN TRANSPORTATION SERVICES LLC

  Business Response

  Date: 12/16/2024

  Thank you for contacting us. After reviewing your account, we confirmed it was terminated due to non-payment. To settle your outstanding balance, please contact our collections agency directly.

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 18168078
  
  I am rejecting this response because:

   

  The business claim that my sccount was terminated for non-payment. That could not be far from the truth. 

  I ordered vehicle tracking devices for my company vehicles. After paying the down payments for the devices,  I NEVER RECEIVED the products i purchased. When I followed up, I got the run-around. Till today, I never received the devices I paid for. And they have the **** to demand further payment? So thats why I didn't make any additional payments.  

  The company STILL OWES ME My down payment. If they didn't honor their side of the agreement,  after they promised yo deliver the tracking devices, then why do they fell entitled to additional payment?

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

  Business Response

  Date: 12/26/2024

  Hi *******, 

  We apologize for the inconvenience and frustration this may have caused. 
  
  After taking a look at your account in more detail we understand where the disconnect came from. We have submitted a credit on the account to clear out the balance and process the refund. Credit number is BA#**************. We have also opened up a new case for our internal team to continue monitoring this to confirm the issue is resolved. Case number 09119535. Please allow 1-2 billing cycles for this to be completed. Thank you for bringing this to our attention. If you have any questions or concerns please let us know by reaching out to our support team at ***********************************************************************. Happy Holidays. 

   

• Initial Complaint

  Date:10/04/2022

  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 wireless/ Verizon connect it is a branch of Verizon wireless. charged nearly $1800 In unauthorized charges to my account. I contacted the billing and the dispute department repeatedly for a refund and they keep saying it takes a couple billing cycles. I have not received a refund and they have now attempted to do the same thing again today by billing me for something I do not owe. I have yet again called them and when I explain whats going on they put me on hold and never come back to the phone. I have waited on hold for as long as an hour to an hour and a half at time before they either hang up on me or transfer me back to the main operator to be transferred again and placed on hold.

  Business Response

  Date: 12/16/2024

  Thank you for contacting us. After reviewing your account, we confirmed it was terminated due to non-payment. To settle your outstanding balance, please contact our collections agency directly.

  
  

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 18167387
  
  I am rejecting this response because:

  This is not a true statement and they are saying this to try to shift the blame onto someone/something else for their wrong doing. 

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

  Business Response

  Date: 12/24/2024

  Hi ******, 

  Based on the information listed on the account it is cancelled due to non payment. We don't see any pending credits or authorized refunds. We'd be happy to review this with you if you have supporting documentation that reflects otherwise. We have a representative at verizon connect that you can reach out directly with your supporting documentation. Please feel to reach out to ******************************************** directly and she'll be happy to review your account in more detail.