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Business Profile

Cell Phone Supplies

Verizon Wireless

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 38,112 total complaints in the last 3 years.
    • 13,869 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/26/2025

      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.
      I filed bankruptcy and they are saying they will not apply it to the balance the dept refuse to talk to my bankruptcy attorney and they seen am in an active ch 13 right now. I spoke with them today and they say I still owe and keep sending letter and asking when am I paying when it’s in the bankruptcy.

      Business Response

      Date: 07/02/2025

      P.O. Box 10
      Newark, NJ 07101-0010

      July 02, 2025

      Better Business Bureau of New Jersey
      1700 Whitehorse - Hamilton Sq. Rd. Ste D5
      Trenton, NJ 08690

      RE: Complainant: ******* *****
      Complaint Number: 23522051



      The Verizon Executive Office contacted the customer regarding a notice received from the Better Business Bureau. Verizon reviewed the account and worked directly with the customer to address their concerns. The customer has been provided with our contact information for additional questions, requests, and/or correspondence specific to these concerns.

      Should the customer have any further concerns, they may contact customer service at ************ or **** from their Verizon Wireless handset. Thank you!


      Sincerely,
      Katherine
      Executive Relations

      Customer Answer

      Date: 07/06/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      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.




      Regards,



      ******* *****
    • Initial Complaint

      Date:06/21/2025

      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.
      I switched from **** to Verizon back on January 20th via their website. At that time there were 2 promotions going: 1. Purchase online and receive a $200 Verizon gift card and 2. Dutch to Verizon and they will pay off your current plan.
      I submitted my current bill showing the pay off for my **** phone *******) on January 23rd and thought we were good.
      Come March 13 I still had not heard anything so I checked in and the associate stated they did not see any of my information. They submitted a ticket and said I should hear something within the next month. I did not. May 19, I checked again with an associate, same story same processes. In between those times I had been checking on my Verizon notifications and chat robot and both said my ticket was pending.
      I called again June 4th and it was again the same story and the same process, but with a you should hear something within the week.
      I then received a notification that the rebate was denied so I called in again today, June 21st. The associate spoke to the rebate team and they stated that I was not eligible for the rebate as I did not submit my rebate until after the cut off date in February. As you can read above I submitted my first one in January. The associate submitted another ticket to review the decision but I don’t have high hopes.
      In summary, Verizon has not followed through with their promise for a $200 gift card and $366 rebate that should have been issued in March. They now say that I’m not eligible for either because they are not connecting my January purchase and submissions to now.

      Business Response

      Date: 06/23/2025



      P.O. Box 10
      Newark, NJ 07101-0010


      June 23, 2025

      Better Business Bureau of New Jersey
      1700 Whitehorse - Hamilton Sq. Rd. Ste D5
      Trenton, NJ 08690

      RE: Complainant: **** ****
      Complaint Number: ********

      The Verizon Executive Office contacted the customer regarding a notice received from the Better Business Bureau. Verizon reviewed the account and worked directly with the customer to address their concerns. The customer has been provided with our contact information for additional questions, requests, and/or correspondence specific to these concerns.

      Should the customer have any further concerns, they may contact customer service at ###-###-#### or **** from their Verizon Wireless handset. Thank you!


      Sincerely,

      Denise
      Executive Relations

      Customer Answer

      Date: 06/25/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      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.

      From: **** *** ****** **** ************************
      Date: Mon, Jun 23, 2025 at 12:39 PM
      Subject: Re: You have a new message from the BBB of New Jersey in regards to your complaint #********.
      To: Better Business Bureau <[email protected]>

       

      Good afternoon,

       

      I have spoken to Verizon representative. They were able to issue the $200 credit to my account. The phone rebate should processed today as well. The representative stated that they would notify the BBB once they sees the official request has processed correctly.

       

      Thank you for your assistance! It was greatly appreciated.





      Regards,



      ****** ****

    • Initial Complaint

      Date:06/20/2025

      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.
      I have been using Verizon for many years (10+). I decided to switch because the price was getting too high. I was able to get most of my stuffed switched with no problems. Once I was dropped with my phone, the other phones were a problem to switch. I spent many hours and phone calls to resolve this. It finally was resolved. Then I get a bill. The bills are pre-paid. I did pay April 28 which is good until May 28. I switched my phones May 26. I did have plenty of issues switching the others and it did go past May 28. I think it was May 29 or something like that. I called June 18 because I received a Bill for the May 28-Jun 28 billing cycle. My phones have been disconnected and they want me to pay for the entire month of June. One of the ladies (Trish) sent in a form to financial. I am waiting on their reply. I have had 2 customer service people really try and help me. All the rest try and transfer me and most of the time they hang up. If anyone is wanting to go with a company that works with you, most of Verizon is not your company. I stayed with them for as long as I did because they were that company. They used to care about the people and had great plans with great reception. Most people I know transferred to other companies a long time ago. I have finally joined the crowd. I used to tell everyone about how awesome they were and recommend them. Now I tell them to find someone else. Don't waste your time.

      Business Response

      Date: 06/19/2025

      Dear BBB,



      Thank you for contacting Verizon’s Office of Executive Relations regarding ****** *********** complaint.  In their complaint, received on 06/18/2025, regarding billing after disconnection.



      Upon further review, we’ve determined the customer’s concern should be addressed by our Verizon Wireless team.  Per BBB guidelines, please forward ****** *********** complaint to the appropriate Verizon Team.



      Email:      ************************************

      Address:  P. O. Box 10

                     Newark, NJ  07101-0010



      We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.





      Sincerely,

      Karly

      Verizon Executive Relations Team

      Customer Answer

      Date: 06/23/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      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.  A person from the business (a little higher up) called and spoke with me about my issues.  Someone was actually able to explain everything to me.  I had conflicting explanations when I spoke to some of the people I tried to get answers from.  I also told the gentleman about the problems that did occur throughout my process.  He said he will send the complaints to the right department to taken care of.  



      Regards,



      ****** *********
    • Initial Complaint

      Date:06/19/2025

      Type:Service or Repair 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.
      I have been dealing with Verizon business for about 3 weeks. I have pictures of the amount of time I have spent on the phone with them. I have a second line attached to my account. That phone got damaged. I paid the insurance/deductible & was told to return the new phone that came to us as we got a replacement phone in-store. I returned the phone that was mailed to me as well as the damaged phone as instructed. They found the phone with tracking & Verizon received everything as returned. I, however, got billed for the damaged phone. After getting the runaround, I was told that the agent in the store must have given me an early upgrade & a pay off agreement. I never agreed to this, NEVER. I went back to the store & the manager confirmed he was no longer with the company & commented on how some people will do whatever they need to get the commission. Either way, I was told I was going to get a credit for the phone that was damaged. I was finally relieved. But then, I get a call that Verizon was cutting off my service if I did not pay what was owed. So, I finally gave up and paid. Verizon is deceptive and treats customers horribly. After so many years, I cannot believe I have been treated this way. I am looking for a way to pay off the devices so that I can get a new carrier. No thanks Verizon. People really need to be aware.
    • Initial Complaint

      Date:06/19/2025

      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.
      I am trying to upgrade my device but am being told I have to pay my current device off even though I'm doing a TRADE IN. The cost of my trade in is above the cost of the pay off, and I shouldn't have to pay if I'm trading in, my bills are getting paid so I should be able to trade my phone in or I want to leave their service and go elsewhere

      Business Response

      Date: 06/28/2025

      P.O. Box 10
      Newark, NJ 07101-0010
      June 28, 2025
      Better Business Bureau of New Jersey
      1700 Whitehorse - Hamilton Sq. Rd. Ste D5
      Trenton, NJ 08690
      RE: Complainant: ***** *****
      Complaint Number* ********

      The Verizon Executive Office contacted the customer regarding a notice received from the Better Business Bureau.
      Verizon reviewed the account and worked directly with the customer to address their concerns. The customer has
      been provided with our contact information for additional questions, requests, and/or correspondence specific to these
      concerns.
      Should the customer have any further concerns, they may contact customer service at ###-###-#### or **** from
      their Verizon Wireless handset. Thank you!
      Sincerely,
      Marissa
      Executive Relations

      Customer Answer

      Date: 06/30/2025



      Complaint* ********



      I am rejecting this response because:

       

      I've been responding to messages via email and they've stopped responding.







      Regards,



      ***** *****

      Business Response

      Date: 07/01/2025

      Please see attached document. 

      Customer Answer

      Date: 07/01/2025



      Complaint* ********



      I am rejecting this response because:

      Advised will go yo the media and move forward however I neex to





      Regards,



      ***** *****
    • Initial Complaint

      Date:06/19/2025

      Type:Service or Repair 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.
      I upgraded my internet in January 2025 due to it being slow-it’s still not greater than 75 which has been promised. In Feb Verizon sent me another gateway which I never opened the box and am being charged for. I was told they would send me shipping labels to return and suspend account for 90days. Neither happened. I’m being charged for 5lines when I have one phone and one internet. I’ve been calling since Feb to get this resolved. I continue to get hung up on, going into a store hasn’t resolved anything, my phone has started losing phone numbers and I often can’t get online. I’m being charged an exorbitant amount with no resolve. I’ve asked everytime to speak to a Supervisor and they transfer me and then hang up and/or the representative says they will call me. I’ve been waiting since May 9th. I have many many notes in there system to prove all of this. I want my money back from Feb to current of the charges that I didn’t approve of, the additional lines and hardship as I have spent hours on the phone trying g to get this resolved to no avail., losing buisness due to poor connection.
      I want a refund and to cancel services with no penalty and keep my phone number.
    • Initial Complaint

      Date:06/18/2025

      Type:Delivery 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.
      Subject: Complaint Regarding Unfulfilled Order and Poor Customer Service

      To Whom It May Concern,

      I am writing to file a formal complaint against Verizon Wireless regarding an unresolved issue with my recent order. I switched my carrier to Verizon and took advantage of a promotional deal for three devices: an iPhone 16 Pro, an Apple Watch Series 10, and an iPad "on us." While I have successfully received the iPhone and Apple Watch, I have not received the iPad, and it has now been almost five months.

      I have contacted Verizon multiple times about this issue. Initially, I was informed that the iPad was at the warehouse but never shipped. Later, I was told they would cancel the current order and place a new one for me. However, upon following up again, I received another excuse that did not make sense and left me further frustrated.

      This promotional deal is still being advertised on Verizon's website, which adds to my dissatisfaction with their service. I would like to receive the iPad as promised in the deal and hope to resolve this matter promptly. I appreciate your assistance in holding Verizon accountable for their commitments.

      Sincerely,
      ***** ***
      ###-###-####
      *** ************* ******, ******, ** *****
      Account #**********-*****
    • Initial Complaint

      Date:06/18/2025

      Type:Order 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.
      Hello, I had a payment arrangement set for June 12th. My grandma unexpectedly passed on June 1st with a burial date of June 7th. I was informed about previous broken payment arrangements not met. I informed a representative due to not being in work I was able to make a partial payment. Sarah informed me that I could make a partial payment. Today on June 18 I have spoke with 5 different people.
    • Initial Complaint

      Date:06/18/2025

      Type:Billing 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.
      Hi, my name is ******* *******. Verizon has been billing me $94 monthly for the past year without my permission I’ve made attempts to contact them and the numbers that they provided me wouldn’t allow me to tell them that my payment is unauthorized. This automatic payment stems from a wireless device that I canceled In-store in person and returned to the Staten Island location approximately one year ago, and they have been billing me ever since causing me to lose of $1000. Can you please help me with this?
    • Initial Complaint

      Date:06/17/2025

      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.
      Went into the store in May switch services from Xfinity to Verizon. The sales person told me they had a Phone trade special. Gave all the documents paid my phone off for it to be transferred and unlocked. Went home retrieve the devices that were going to be traded in. Brought the phones back and one of the managers took the phones said he scanned them in, but he didn’t he match the phone in from the tablet he had in his hand. He did not check the ESN numbers to match them. I think because it was so busy and he was frustrated that he couldn’t get something to do right then he told me he had it straightened out and gave me a printed out paper. Make a long story short three weeks later they send me a bill in the mail and tell me I did not turn the phones in. So I attempted to go back up there and let them know that they had messed everything up from my plan from when I initially did it.. they pretty much didn’t have a clue of how to do it. They told me to call customer service to handle it myself. So after getting mad, I got on the phone with customer service and talk to them and they called back to the store and spoke to the guy and they still couldn’t figure out what they’re doing to correct a problem.. so to make a long story short, a month later finally a supervisor got on the phone after me calling seven times and finally straighten it out. So now my trade-in device rebate has been held up already for a month now they’re telling me it’s gonna take 4 to 8 weeks more to get that when it wasn’t my fault that my account was messed up for a whole month before I got it corrected.. so I need for somebody that has some ability and knowledge to help me through this process to get my phone trade-in rebate Visa card ASAP. It wasn’t my fault that you guys messed it up.. I need for someone with some authority to call me to straighten this out.

      PS you guys need to train your in stores and online better. This is ridiculous. I really want to switch back to my old company..??

      Business Response

      Date: 06/17/2025

      June 17, 2025
      Better Business Bureau of New Jersey
      1700 Whitehorse - Hamilton Sq. Rd. Ste D5
      Trenton, NJ 08690
      RE: Complainant: ********* ***** *********
      Complaint Number: ********


      The Verizon Executive Office contacted the customer regarding a notice received from the Better Business Bureau.

      Verizon reviewed the account and worked directly with the customer to address their concerns. The customer has
      been provided with our contact information for additional questions, requests, and/or correspondence specific to these
      concerns.


      Should the customer have any further concerns, they may contact customer service at ###-###-#### or **** from
      their Verizon Wireless handset. Thank you!


      Sincerely,


      Ian
      Executive Relations

      Customer Answer

      Date: 06/24/2025



      Complaint: ********



      I am rejecting this response because:







      Regards,



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

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