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: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. 

• Initial Complaint

  Date:10/04/2022

  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.

  I've been trying to cancel an account for over 90 days. The account is out of contract. **************** states since the account is over 10 devices, our representative must cancel the account. After waiting almost 3 months for him to call, he left a message when I was out of the office and closed the request for cancellation as RESOLVED. He did not cancel the account. There is no phone number, only email. Emails to him *********************** and his supervisor ************************* go unanswered.

  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

   
  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:10/04/2022

  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.

  Verizion Connect acct. # ********** contract # ************ On 1/11/22 I signed a contract with *********************************** (Account Executive) for Verizion Connect for electronic logging service for my commercial truck was told I would be contacted when equipment would be shipped to me . I waited two weeks never received notification or equipment tried to contact ******** just kept getting the runaround nobody can explain the problem, On 5/1/22 Verizion charged my card on file for a month of service I called they said its a glitch in the system. I received a ************ on 5/17/22 from ***************************** (Micro Customer Success Manager) she emailed me a letter of termination for this account and assured me I would be refunded the charge and account would be closed , ******** had to take the money back from Verizion Connect I still get a bill every month for service and get harassing phone calls from ******** trying to collect payment I call stay on hold for a hour they tell me they see the notes on the account but there is one last person that has to sign off on closing the account but there not in the office today or our server is down in that department and they give a case # and say they will call me . Nobody calls and they keep billing me .

  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:10/04/2022

  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 attempting to cancel services with this company for over 6 months. They refuse to terminate my contract and are still charging me monthly services. The devices provided have never worked properly and after many complaints, they continue to ignore the issue. **************** is horrible as well. I am a United States veteran with a small business and this has been extremely stressful to manage.

  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:09/27/2022

  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.

  Account ************ I signed a contract with Verizon Connect I found out I was getting double charged for my service. I contacted the company and manager to get this resolved months went past without nothing getting resolved. I refused to pay the extra amount and my service got disconnected. I was told to pay the full balance until they fixed the problem. They never fixed this problem I am still getting double billed no one reached out to me about this issue. My only option is to wait on hold for a manger for them to tell me they are working on it and to keep paying the bill until its resolved. It have been 11 months of waiting and paying a double bill because I am locked in a contract.

  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:09/16/2022

  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.

  On 12/14/21 we requested a transfer of tracking equipment from lease return vehicles to newly leased vehicles. In 1/4/2022 we again made the request. On 2/23/22 I requested our account be closed since I needed to employ an alternate provider for vehicle tracking to maintain DOT compliance due to a failure of Verizon Connect to provide services for 2 months. On 3/4/22, I supplied additional requested information to complete the cancellation. After receiving a bill in April of 2022, I contacted Verizon Connect on 5/5/2022 via email and again was told verbally the account would be closed and charges would be forgiven. On 5/12/22 I requested written verification via email and never received a response. In August I received a bill again, responded via email and received a call back stating the account would be closed and all pending charges would be removed. I again received a bill for September. Verizon Connect is continuing to charge for service they do not provide and has repeatedly failed to cancel the account and pending charges as promised.

  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

• Initial Complaint

  Date:09/15/2022

  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.

  Initially I ordered some equipment to be installed for ELD logs for my truck but then decided against it when they messed up my order and never scheduled for a tech to come out for installation of the devices. I cancel the order and return their device. I never received any of their services yet continue to get invoices. I have called and emailed them more then 6 times and each time they state that it has been canceled only to receive the biggest bill as of lately of $2,600. I never used their service and never will.

  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: 18033972
  
  I am rejecting this response because:
  
  I canceled before equipment was sent out. I have proof of it. I will be writing to the attorney general. 
  

  thank you
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 18033972
  
  I am rejecting this response because:
  
  I canceled before equipment was sent out. I have proof of it. I will be writing to the attorney general. 
  

  thank you
  Sincerely,
  
  ****** ****

  Business Response

  Date: 12/26/2024

  Hi ******, 

  We apologize for the inconvenience and completely understand the frustration.

  After a more detailed review of your account we understand where the disconnect comes from. We have proactively submitted a credit to clear out the bill. Credit # (BA#**************). We have also created a new case internally at VZC (case number ********) to confirm the issue is completely resolved. The account is closed and not active. We appreciate you bringing this to our attention. For further questions or concerns please reach out to our support team at ********************************************** Happy Holidays. 
  

• Initial Complaint

  Date:09/14/2022

  Type:Sales and Advertising 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.

  Ive been trying to cancel my account since May 19th with no help or response from anyone. Between phone calls and emails I cant get a straight answer. The charges continue to pile up and Im being told by one representative that to cancel my account itll cost me over $6,000. Up until about a week ago I had never been made aware of this..only that my account supervisor would call me to get my account cancelled. I reached out on June 7, July 5, August 1 and September 1. Ive yet to speak to my account supervisor, only customer support. The $6,000 cancellation fee was generated after an auto renewal that occurred in December 2021. I had already fulfilled my original 3 year contract paying roughly $268 per month for 4 years. The current fleet tracking equipment is not capable of functioning due to an upgrade to 5G equipment. I dont have access to 5G towers.therefore the equipment is useless to me.precisely why I wanted to cancel my account. Any help is appreciated.

  Business Response

  Date: 12/16/2024

  Thank you for contacting us. After review of the account the customers account is now closed.

  
  

• Initial Complaint

  Date:09/14/2022

  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.

  When we signed up for Verizon Connect last year, we were misled by the sales representative about what was included in the price we were quoted. Within a week we realized that it just wasn't going to work for us. We reached out and cancelled service and were told that everything was all set and that our contract was voided. After a few months we started receiving automated calls stating that we had an overdue balance. Every time we reached out to customer service we were treated poorly and told that they were unable to transfer us to a manager. We even got our normal Verizon representative involved and the issue has still not been resolved over a year later. This experience has made us consider ending our business relationship with Verizon altogether.

  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: 18023912
  
  I am rejecting this response because:  The balance was already cleared by Verizon Employee ***** ***** on 11/16/2022.  Please see the attached email confirming this to be true.  Amazing that it's taken your company two years to respond to this BBB complaint.  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 12/24/2024

  Hello ******, 

  We apologize for the confusion. Upon further review we do see the balance has been cleared out by ***** *****. 

  We understand the frustration. We're doing our best to work through a backlog that we were recently made aware of. Happy Holidays!

  Customer Answer

  Date: 12/27/2024

   
  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:09/12/2022

  Type:Sales and Advertising 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 puchased logging equipment and setup autodraft for the montly payment. I lost my debit card and had to replace it. I was notified by the company after a few attempted payments had declined. Afterwards, I called and updated my payment information as well as paid for the previous failed attempts to ************* account current. Amidst this process, the company pinned an $1,100 that was deemed as an early cancellation fee. I spoke with multiple representatives of the company via telephone trying to rectify and remove this charge. I was told by multiple representatives that they would remove the fee and I could continue using the services. I continued using the service, however I received a letter in the mail saying that my account had been cancelled and that the $1,100 "cancellation fee" had been sent to a collections agency. I refuse to pay this as I did not break the contract nor discontinue business with the company. It was simply a misunderstanding that should've been resolved once the payment information was updated and the account was made current.

  Business Response

  Date: 12/16/2024

  Customer issues have been addressed as per the current account notes