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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

    • 38,033 total complaints in the last 3 years.
    • 13,901 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:03/10/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      This account violates the FCRA as the balance is inaccurate. Verizon failed to provide a promised promotion on my account, thus my billing has never been accurate past the first 2 months of the account. please see attached documents for promotion I'm referring to. I'm demanding immediate delete from my credit reporting and to cease any future attempts to reenter the account on my report.

      Business Response

      Date: 03/11/2025

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


      March 11, 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 rebuttal notice received from the Better Business Bureau. Verizon reviewed the account and worked directly with the customer to address their on-going concerns with regard to their original complaint. 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 separate concerns, they may contact customer service at ###-###-#### or **** from their Verizon Wireless handset. Thank you!


      Sincerely,

      Tanisha
      Executive Relations

      Customer Answer

      Date: 03/14/2025



      Complaint: ********



      I am rejecting this response because:
        Business unable to verify the true balance for this account and is unable to correct the balance. Business has to remove item from my credit reporting under FCRA. 





      Regards,



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

      Business Response

      Date: 03/17/2025

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


      March 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 rebuttal notice received from the Better Business Bureau. Verizon reviewed the account and worked directly with the customer to address their on-going concerns with regard to their original complaint. 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 separate concerns, they may contact customer service at ************ or **** from their Verizon Wireless handset. Thank you!


      Sincerely,

      Tanisha
      Executive Relations

      Customer Answer

      Date: 03/19/2025



      Complaint: ********



      I am rejecting this response because: debt and balance are invalid, inaccurate, and any further communication from Verizon other than the real and obvious solution is considered harassment. Representative Tanisha has decided to directly insert herself, review and admit to inaccuracies on my account but continues and willingly violates the law. I will report this harassment in court and demand a review of practices of employees on the executive team at Verizon Wireless. Verizon should consider termination of such employees engaging in harassment of current and past account holders.







      Regards,



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

    • Initial Complaint

      Date:03/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 went into my local Verizon store #4022 and spoke with Hayden A as I was inquiring about an upgrade for my phone. This associate informed me that my account qualified for two free Google Pixel 9 phones as there was a promotion I qualified for. He assured me there would be no fees, no contract changes, and no connection charges he assured me this upgrade would be completely free of charge as part of the promotion, and I have the receipt.
      I set up my phones in the Verizon store with Hayden A's assistance for order # 1**********.
      I immediately noticed overcharges on my bill the following month (Aug 17-Sep 16) in the amount of 366.46. My monthly bill should be 222.17. I was charged for the Google pixel 9 phones in the amount of $36.89 per phone, and I was charged upgrade fees for each line in the amount of $35.00 each. I immediately contacted Verizon customer service and was assured Verizon made the necessary adjustments to my bill and this would not happen again. However, my next bill Sept 17 -Oct 16 my bill was again $336.06. By my calculation Verizon has overcharged me in the amount of $112.09 over these last months. I have requested by phone directly to Verizon as well as at a t mobile store to port my phone numbers and Verizon refuses to comply with this request due nonpayment which I have addressed above.
      I am quoting this directly from the FCC Website linked here:
      ********************************************-keeping-your-phone-number-when-you-change-providers
       "" • Once you request service from a new company, your old company cannot refuse to port your
      number, even if you owe money for an outstanding balance or termination fee.""

      To resolve this matter, I am demanding that Verizon issues a refund in the amount of $112.09 bringing our account # ************** balance to $0.00 as well as a full release of our phone numbers as follows: *** *** **** *** *** **** *** *** **** *** *** ****

      Thank you for your assistance with this matter.

      Business Response

      Date: 04/01/2025

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


      April 01, 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,

      Tanisha
      Executive Relations

      Customer Answer

      Date: 04/01/2025



      Complaint: ********



      I am rejecting this response because: My dispute has not been resolved and has increased in severity. Verizon has contacted me, but I am still awaiting my final bill after Verizon terminated my account. Also Verizon is now charging me additional device charges and insisting I had a 36 month contract at the time of the upgrade, which I am disputing as well. I was not made aware of any such contract or device charges of any kind as reflected on my receipt . I want my case to remain open and active until this matter is fully resolved.





      Regards,



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

      Business Response

      Date: 04/10/2025

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


      April 10, 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 rebuttal notice received from the Better Business Bureau. Verizon reviewed the account and worked directly with the customer to address their on-going concerns with regard to their original complaint. 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 separate concerns, they may contact customer service at ************ or **** from their Verizon Wireless handset. Thank you!


      Sincerely,

      Tanisha
      Executive Relations

      Customer Answer

      Date: 04/16/2025



      Complaint: ********


      I am rejecting this response because this matter remains unresolved, and I believe Verizon needs to be investigated for fraud. Tanisha misrepresented our conversation as I did not accept her offer and I am far from satisfied. I have attached copies of our email correspondence. Verizon continues to charge me device fees for the Google Pixel 9 devices quoting a contract Verizon has failed to produce any legally binding evidence of, and I did not enter into or have any knowledge of at the time of the upgrade. As reflected on my receipt and was explained to me at the time of the upgrade there are no contracts, no device fees, and no upgrade fees. It sounded too good to be true which is why I demanded my receipt that reflects my claims and contradicts everything Verizon has stated. After months of phone calls to Verizon customer care and Verizon Executive Office, incurring months of overcharges service interruptions, unauthorized payment amounts removed from my bank account, Verizon has breached any contract they are referencing. I intend to continue my dispute indefinitely until I receive a copy of my Verizon account receiving the promotion I was promised; I have a receipt for and was agreed to in August -2024. I have mailed a full and final payment in the amount of $32.84, upon receipt of this full and final payment Verizon will close my account reflecting a $0.00 balance as they have no basis to request any further payments. 







      Regards,



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

    • Initial Complaint

      Date:03/08/2025

      Type:Billing Issues
      Status:
      Answered
      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 not liable for this account with Verizon. Verizon failed to provide me with proof of the alleged account.
      FCRA Section 611(a)(7) – Requirement to provide method of verification.
      FCRA Section 611(5)(A) – Requirement to delete unverifiable information promptly.
      FCRA Section 616 – Civil liability for non-compliance with the FCRA.
      FCRA Section 617 – Damages for willful non-compliance with the FCRA.
      15 U.S.C. 1681i (FCRA Section 611) – Procedure in Case of Disputed Information
      15 U.S.C. 1681s-2(b) (FCRA Section 623) – Duties of Furnishers of Information
      15 U.S.C. 1681b (FCRA Section 604) – Permissible Purposes of Consumer Reports
      15 U.S.C. 1681c (FCRA Section 605) – Information Excluded from Consumer Reports
      15 U.S.C. § 1681g (FCRA Section 609) – Disclosure to Consumers
      15 U.S.C. 1681i(a)(1)(A) (FCRA Section 611(a)(1)(A)) Verification of Information
      15 U.S.C. 1681i(a)(7) (FCRA Section 611(a)(7)) – Method of Verification
      15 U.S.C. 1681n (FCRA Section 616) – Civil Liability for Willful Noncompliance
      15 U.S.C. 1681o (FCRA Section 617) – Civil Liability for Negligent Noncompliance

      Business Response

      Date: 03/23/2025

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


      March 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,

      Executive Relations

    • Initial Complaint

      Date:03/06/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Oct. 7, 2024 I went to the Verizon store in Bear,De. My reason for this visit was to get my damaged phone information transferred to an iPhone 11 that my boss had given to me per my financial situation. I am 58 my knowledge is null about the phones. I was greeted by store manager Travis S****. I explained the situation and he told me the capabilities of these phones change daily. Explained to me their promotional deal. Prev I had been a Verizon prepaid customer for close to 10years. Travis says trade in a phone get the 16 for free 2 year co tract. I was weary but it happened. 2 weeks into the 30days I realized I could not afford the plan. Travis said he no longer had my iphone11
      I made several trips to the store each time I was handed another charge. I believe I was intentionally deceived by the store Travis no longer works there the other manager hung up and talked over me I’m trying to be brief. It’s March and I have a bill of $314.00 with Verizon that no one can explain to me I currently have no phone without WiFi. It was a very mental and physical experience that has left me sick to my stomach. I cannot get it resolved. What I would’ve like to have happened was to get my iPhone 11 back with my original number and for the charges to be explained so I can go back to my prepaid. Thank you

      Business Response

      Date: 03/11/2025

      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,

      Crystal
      Executive Relations

      Customer Answer

      Date: 03/17/2025

      [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 just okay with me.  I spoke with Crystal from Verizon. She needed the story told again, so.  I realize I will not be getting my iphone11 or my old number but she comped the charges so I left it at that   The timing was not good 

      Thank you for you time I sincerely appreciate it 





      Regards,



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

    • Initial Complaint

      Date:03/05/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      This has been a nightmare and I’ve spent hours on the phone since Friday 2/28. I’ve been transferred around, promised resolutions, callbacks, and everything. Nothing has been done I’ve been hung up on disconnected blind transferred lied to and talked to rudely. No one has done anything. They don’t properly notate my account. I haven’t been able to successfully move number ending **** over it’s showing suspension someone added a new line on my acct that I can do nothing with. I was promised this would be fixed and corrected. I’ve been patient. Please look to see how many ppl departments and how long I’ve been on the line with you about this issue. You can even check my phone bill. I’ve had to call off work visit the Verizon store on Friday as well. No resolution

      Business Response

      Date: 03/10/2025

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


      March 10, 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,

      Cecilia
      Executive Relations

      Customer Answer

      Date: 03/15/2025



      Complaint: ********



      I am rejecting this response because:


      I’ve been charged for things on my bill that I wasn’t supposed to be charged for. I show charges for a line I never set up or asked to be added. Also when I bought the lines back over the rep promised me there would be no fees and now I’m being charged activation fees for all lines. And charges for **** line



      Regards,



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

      Business Response

      Date: 03/24/2025

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


      March 24, 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 rebuttal notice received from the Better Business Bureau. Verizon reviewed the account and worked directly with the customer to address their on-going concerns with regard to their original complaint. 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 separate concerns, they may contact customer service at ************ or **** from their Verizon Wireless handset. Thank you!


      Sincerely,

      Cecilia 
      Executive Relations

    • Initial Complaint

      Date:03/04/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Ok I had a payment arrangement with verizon and I paid the past due of 187.00 and I told finachial services that I was going to make another arrangement for the rest of the balance and I accidentally made 3 payments on my account when I only intended to make 1 and if I dont get an answer from verizon I'm calling my bank and disputing the other 2 charges on my account and the exclusive office of verizon never ever returns phone calls and im reporting to u that they are not helping there customers and I already reach out to my lawyer and I am hugging tomorrow to the court house and fileing a law suit on verizon and they will pay for this by not helping me and I'm a customer of there over 5 years and quite frankly verizon customer service pmis horrible they tell u all different story's and never fulfill the issue and they lie about what they say they will do for u and im done ive hate it and I am disputing 169.00 and 48.68 tomorrow with my bank

      Business Response

      Date: 03/08/2025

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


      March 08, 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,

      Maggie
      Executive Relations

      Customer Answer

      Date: 03/11/2025



      Complaint: ********



      I am rejecting this response because:







      Regards,



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

    • Initial Complaint

      Date:03/04/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Purchase of Apple IPHONE 15 from Verizon Wireless Store, **** ******* **** *** ******* ** **********. Phone # ************* # *******. Order # ******, 1/15/2025. Manager refused to accept my return for reasons that is was not working probably. Thus me returning 1/17/2025 to Verizon Wireless Internet Operations 1 Verizon way Basking Ridge NJ 07928-1025. This was delivered on 1/21/2025 9:45 AM. Received in it’s original packing. By a person by the name of Moran/Docking Area. The refund that I was supposed to receive was $94.78 Dollars but just saw today that they settled of $64.79 Dollars that went back to my credit **********. Thus closing the dispute. I also filed a report with the Consumer Federal Commission. The date of the settlement was 2/28/2025. However Verizon is taking action against me for an account that has been closed and number was disconnected 1/17/2025. Had numerous problems with this phone was returned by **** Since I have had some type of credit issued I thought the matter has been closed . Told by the Manager that I would get a full refund within the 30 day allowed. Manager should have made the refund at the store on 1/17/2025. Now Verizon is imposing the charge of $728.76 Dollars. How can a bill of this amount be placed on a phone that I don’t own. This is extremely poor and unprofessional way to treat a wireless customer who might and is 65 years of age and not earning wages to make ends meet.you is 65 years of age earning not enough wages to make end meet. I have let my 3 creditors which I might state are in good standing to look out from any charges from Verizon! I’m hoping these two reported will resolve any actions that might impose on me. This clearly a case of a scam and a faulted act. If you should need and further information please don’t hesitate to inform by email that I have given you. Sincerely ******* * ******

      Business Response

      Date: 03/12/2025

      March 12, 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,

      William
      Executive Relations

      Customer Answer

      Date: 03/12/2025

      [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:02/28/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 February 20 I submitted an order for a new phone and accessories from Verizon. The total amount was $165.14. I was also charged an upgrade fee of $35 and a device fee. I was also charged for device protection And for next day delivery of $12.99. The delivery was never completed because of Verizon did not put the full address for ***** to deliver to me On February 21! I have spoken with about 16 representatives at Verizon and each of them give me a hard time and argue! They told me I can drive to a different city where the ***** hub is to pick up the Package. I do not even know the city or the hub nor should I have to do this. The simple thing for them to do was to double check the address and have it delivered on February 21 as promised! Verizon representatives refuses to adjust the charges and wants to continue making me pay for items I’ve never received. They have argued and Even called me a liar! I was even offered a loyalty adjustment in the amount of $50 but was then told I had to use that towards the items that they were charging me for!!
      My bill is always $97 previous to me trying to get a new phone. The bill is sitting at $147 right now and I do not owe that amount! These people do not understand and just want to argue and charge me fraudulently!! The $50 loyalty adjustment should have come off of the $97 which makes my bill only $47 due on March 11! But these people just want to juice me for money for items I do not even have! I have been a customer of Verizon since 2002 and it’s amazing how poor the customer service is!! I need my bill adjusted and corrected immediately!! Charging me for items that I do not have and charging me for shipping fee when I never received anything is fraud and bad faith!! I refuse as a consumer to pay for things I do not have, and I refuse to argue with Verizon any longer! One customer service representative told me after all the adjustments were made I’d owe $77, Then another representative told me I would owe $74!

      Business Response

      Date: 03/04/2025

      P.O. Box 10
      Newark, NJ 07101-0010
      March 04, 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,
      Tiffany
      Executive Relations

      Customer Answer

      Date: 03/04/2025

      [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:02/28/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 to Verizon internet, after being a cell customer for over 12 years. We were promised the fee for any service charges for switching, which was $70. I was then told since it was listed as a “restocking fee”, we weren’t eligible to get that refunded. We were also promised a $250 ****** gift card, which I never received. I contacted Verizon and informed them the card (via email) was not received. An agent verified they could not find where it had ever been sent- and now that deal was expired. THEN, we were promised a nintendo switch, were sent an order confirmation email, and THAT never arrived. Reached out to Verizon, again (ongoing for several months at this point) and were assured that this time a nintendo switch was being sent- again- being shipped 2 day delivery.. which has never been received.
      I have spoken to numerous supervisors, agents, and been promised multiple things which have never materialized. At this point, we feel we have been affected by fraud.
      Fraudulent advertising, multiple promises, and never getting anything we were given as incentives for changing our provider. We’re out financially as well at this point. This has been going on for an unacceptable amount of time, and service is simply making statements and then providing false orders to avoid actually following through. We were offered a $200 credit to the bill, after months and months… which we declined. The first gift card we were supposed to get was $250. The nintendo switch (via the order email) showed a value of over $300. So, no- we did not accept the credit offer that was less than either of the items we were promised. (multiple times).

      Business Response

      Date: 02/28/2025

       


      February 28, 2025


      Dear BBB,

      Thank you for contacting Verizon’s Office of Executive Relations regarding ***** ******** complaint.  In her complaint, received on 02/28/2025, the customer expressed concern regarding wireless concerns.

      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,
      Verizon Executive Relations Team

      Business Response

      Date: 03/06/2025

      Please review the attached response.

      Customer Answer

      Date: 03/08/2025

      [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 ********.

      The individual did reach out to me directly and provided the item which had been promised as part of a promotion for switching service providers. That item was received, as indicated, in a expedited fashion. 

      I confirmed through email receipt of the item. 

      The individual also stated there would be a discount applied to our bill, it was not applied to the current bill- but the "system" may take a cycle to update. If it does not show the indicated discount going forward, I will re-establish contact with that office. 

      Thank you for your assistance regarding the matter. After several, several months, I do feel that the company has finally listened and addressed the concern quickly.



      Regards,



      ***** ******

    • Initial Complaint

      Date:02/28/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 believe Verizon can enhance its market position by aggressively expanding its 5G network and building additional cell sites in areas with potential coverage gaps. Furthermore, I propose that Verizon consider rolling out a dedicated plan for individuals aged 55 and older across the United States to better serve the elderly population. In my opinion, it is imperative for Verizon to focus on broadening its services and coverage to maintain a competitive edge, particularly as ****** continues to gain traction within the market.

      In addition, I suggest that Verizon reevaluate its pricing strategies to create more attractive plans, including the incorporation of taxes and fees within the quoted prices. Furthermore, I advocate for the inclusion of popular streaming services such as *******, ***, and the ****** Bundle as standard promotions in Verizon's new plans, which could serve as an incentive for potential customers.

      Moreover, it is essential for Verizon to address existing coverage issues and to aggressively expand its 5G Ultra Wideband network to ensure that a greater number of consumers can benefit from improved services. Lastly, implementing a 60-day money-back guarantee could allow customers to trial Verizon's offerings, thereby demonstrating the reliability and quality of the services provided. I also believe that Verizon Fios should be expanded more in the NYC area Brooklyn is a prime example and all over the US I also want to note for the records that I have been having major service issues since I’ve became a Verizon customer which is definitely unacceptable I shouldn’t have to deal with issues of the sort and demand answers and compensation on my ****** bill and hopefully a resolution to the issues I’m facing

      Business Response

      Date: 03/08/2025

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


      March 08, 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,

      Liam
      Executive Relations

      Customer Answer

      Date: 03/10/2025

      [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,



      ***** *****

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