Complaints

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:09/03/2024

  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.

  YOU ARE REPORTING VERIZON WIRELESS ON MY CREDIT REPORT. I never ever had verizon wireless in my life. My information was found in a data breach. I never applied for this account. I ask for a full discloser of this data. I never received any information about this debt, original contract, or a sign contract. My information was found in on the black market. Delete this account asap.

• Initial Complaint

  Date:09/06/2023

  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.

  On June 05 I went to a Verizon store at *************************************************************** to purchase a new phone for myself and my husband. We were told we would receive trade-in credits if we gave them our old phones. Based on the age of my phone and the one I planned to purchase, my trade-in credit was $800 so I agreed to this and purchased my phone based on this deal. My husband and I both turned our old phones into the store employee, as you can see on the receipt provided. My husband received his trade-in credit, but I did not receive mine. On August ************************************************************************************************** We contacted the store on ********* and spoke with *****, the employee we had originally worked with. He said he specifically remembers me giving him my phone and he knows I traded it in. He has since confirmed this two more times. He said he is not sure what happened to my phone after I turned it in, and needed to "look into it," so he would call back. We did not receive a call back. I called again the following day and was told again that someone would call us back. No one did. I called a second time later that day after. I spoke with ***** and he confirmed, yet again, that he knows I turned my phone in and he specifically remembers me doing it. I asked if he could adjust my account to reflect that. He said no, because the Verizon warehouse may have lost my phone and he needs to confirm this first. I asked why that impacts my account and the promotion I signed up for, since I already did my part and already turned my phone in like I was supposed to. He said Verizon requires him to follow the proper channels, and first he needs a response from the warehouse. As of August 31, I still have not heard back. I've tried reaching out to customer service two more times, only to be told they cannot help.

  Business Response

  Date: 09/15/2023

  Good Afternoon,
  
  
  TEAM Wireless a 3rd party Verizon retailer received acknowledgement of a complaint made to your organization on August  31, 2023.  Please reference complaint #********.  
  
  
  Since receiving this complaint TEAM Wireless conducted an internal investigation. Upon completion of which TEAM made the decision to credit the ****************** account for the full amount of the trade-in, $800.  
  
  TEAM has since made three attempts to contact ****************  9/12/23, 9/13/23, and 9/14/23.  On each date there was no answer and a message identifying ourselves as TEAM Wireless and our intent to credit the account for $800.  *************** was informed via voice message that she needed to contact us so we can process the credit. 
  
  
  Because TEAM Wireless values our guests and believes in fostering strong relationships our intention is still to credit the Craft account; although we can not process the credit until *************** contacts TEAM Wireless.  It is our hope that *************** contacts us to be sure we satisfy her request!
  
  
  Please feel free to contact me with further questions or concerns regarding the above transaction.
  
  
  Best,
  
  
  --
  ************************;                         
  Director of Corporate Security
  GEEPAPA Enterprises,Inc.
  Office: ******************
  Cell: ************
  
  
  
  
  ReplyForwardus why here...

• Initial Complaint

  Date:08/16/2023

  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.

  My family and I brought over 5 phones to Verizon from Metro on May 17, 2023. We visited the Verizon store on ********* in ********* ********. We were unable to hand over our old phones the first night because we did not have the "port out" process complete. Once we were able to get all phones transferred we delivered the phones to ********* store the next day. My wife is the one who dropped off the phones to a "******." We were told it would take two months before we saw the rebates on our phones. 2 months passed and no rebates. I went into the store and spoke with the new store manager *****. Unfortunately, he said there were no records of the phones being dropped off. Apparently right after we purchased our new phones switching to Verizon the manager we worked with was no longer employed by the company. Our current bill is approximately $450 per month instead of approximately $300. We were promised that by turning in our old phones we were getting a new phone. Not a credit of $400 or $800 etc. Otherwise we wouldn't have traded in two of the phones as they were less than a year old. I specifically asked the company if this was the case because one of my trade in phones was very old. The managers words were, "As long as it has a working battery the trade was good." Verizon's sales process I thought was very predatory and misleading. It was very poorly done. I am looking for the rebates for the 5 phones which would cover the cost of the phones. Otherwise, I would like to just get our 5 phones back or 5 similar phones (unfortunately they said they can't find them) and we can leave the company and move on. I first spoke with ***** at the store on July 13th, 2023 and multiple times on the phone. I have spoken with him multiple times since then and then called to make a customer complaint with the main line on August 7th, 2023. They said I needed a tracking number, but unfortunately there never was one. Their security system should have video

  Business Response

  Date: 08/26/2023

  Good Afternoon,
  
  
  TEAM Wireless a 3rd party Verizon retailer received acknowledgement of a complaint made to your organization on August 17, 2023.  Please reference complaint #********.  
  
  
  Since receiving this complaint TEAM Wireless conducted an internal investigation. Upon completion of which credited the ******* account the amount of $4,200.00.  
  
  
  It should be noted that the devices which were allegedly turned in are not able to be tracked, as we do not have record of them returning to the store.  The ******* stated they returned the devices to "******" who no longer works for our Company and is unable to be located for questioning.  That said, TEAM has no way to confirm whether or not the ******* dropped the phones to us or another retailer in our area?  
  
  
  Because TEAM Wireless values our guests and believes in fostering strong relationships we made the decision to fully credit the ******* account for the full amount of the trade value for described devices.
  
  
  Please see the report from TEAM Wireless' finance team below:
  
  
  TEAM Wireless Corporate Finance team received information from the Kalamazoo Store Manager on July 18, 2023 alerting us to the fact that ****************** purchased phones with a previous employee and had traded in 5 phones which were to have a promotional credit applied to his monthly bill; however we have no record of his traded devices being received in our store.  ****************** stated that he was to receive $1000 per device that was traded in.  After investigation, it was found that while 6 devices were purchased in store, only 5 lines would have had an applicable trade-in per the information that ****************** provided. In order to better assist, on July 21, 2023, Finance requested that the Store Manager reach out to the guest to determine which line would have not included a promotion.  It was determined on August 1, 2023 that his phone number ********** was the line that did not have a trade associated.  Further research was done to determine that the following devices were purchased under device payments in the following amounts: 
  
  
  352766390741783 - ********** - $815.00 
  359128120867920 - ********** - $1010.00 
  
  352766390750750 - ********** - $815.00 
  
  353557679952962 - ********** - $910.00 
  
  356691196784157 - ********** - $910.00 
  
  352766390743938 - ********** - $815.00
  
  
  Verizon promotions always have a promotional value of less than the device installment agreements and are either $800 or $1000, so it was determined that the guest would have received the following: 
  
  
  *************** - ********** - $815.00 - $800 credit 
  *************** - ********** - $1010.00 - $1000 credit 
  
  *************** - ********** - $815.00 - $800 credit 
  
  353557679952962 - ********** - $910.00 - $800 credit
  
  356691196784157 - ********** - $910.00 - $800 credit
  
  *************** - ********** - $815.00
  
  
  A $4200.00 credit was issued to ****************** on August 18, 2023, in the following amounts, as the MTNs on the invoice were changed after the port process: 
  
  
  
  
  352766390750750 - ********** - $815.00 - buyout $746.79
  359128120867920 - ********** - $1010.00 - buyout $925.65
  
  352766390741783 - ********** - $815.00 - buyout $746.79
  353557679952962 -********** - $910.00 - buyout $833.91
  
   356691196784157 - ********** - $910.00 - buyout $833.91
  
  
  
  Buyout Total: $4087.05
  Bill Payment: $112.95
  Total Credits Issues: $4200.00
  
  
  As you can see from our finance department report the ******* family has been made whole.  We thank the BBB for bringing this complaint to our attention and providing TEAM the opportunity to satisfy the ******* request to complete the transaction.
  
  
  Please feel free to contact me with further questions or concerns regarding the above transaction.
  
  
  
  
  Best,
  
  
  
  --
  ************************;                         
  Director of Corporate Security
  GEEPAPA Enterprises,Inc.
  Office: ******************
  Cell: ************