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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/17/2025

      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.
      Was very poorly treated. Still not ok with it. Employees bullied me. Serious changes need to take place. Just look at recent reviews at 1 because nobody can do lower than that
    • Initial Complaint

      Date:06/17/2025

      Type:Customer Service 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.
      After 28 years as a customer of Verizon, we decided to switch carriers. We have almost 500 gigs of photos backed up to Verizon cloud. We tried to download them, but (using their app) the folders wouldn't "populate". The web based portal was slow and consistently "bombed out". We switched on the 25th of May. Despite having 30 days AFTER switching to access the cloud, we were immediately locked out. It's now been three weeks, and we still can't get in. We've talked with tech support (Tiers 1 and 2), customer service, and "Michael" at corporate. They give assurances it will be fixed, but nothing changes. Every communication (which there are few) gives incorrect information, demands money, and still doesn't work. We have irreplaceable photos of deceased family members and special events. The 30 days are almost up.
    • Initial Complaint

      Date:06/16/2025

      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 am writing to formally dispute the handling of a recent phone purchase made through Verizon under the "Buy More, Save More" promotion. During my initial transaction, on May 26, 2025 I was informed of this offer and encouraged to take advantage of it. However, at no point was I told that the promotion had an expiration date or a specific time frame for eligibility. I was told to come back next week and the salesman gave me his work schedule and said I could do it when I brought in the trade in devices. Based on the information provided, I understood that I could return to claim the offer within a reasonable period.

      When I returned to complete the purchase and claim the advertised savings, I was informed that the offer was no longer available. I was also told that my old phones, which were traded in as part of the process, could not be returned. This was extremely frustrating and disappointing. Had I been properly informed about a deadline or that my decision would be final, I would have acted differently.

      This lack of clear communication led to a loss of both the promotion and my previously owned devices, resulting in financial loss and diminished trust in Verizon’s customer service practices. I believe this situation warrants correction, either through honoring the original offer or providing a comparable remedy.

      I respectfully request that Verizon review this matter and work toward a fair resolution. I hope to continue as a Verizon customer, but I need assurance that promotional terms are communicated clearly and that customer concerns are addressed appropriately.

      Business Response

      Date: 06/16/2025

      Dear BBB,

      Thank you for contacting Verizon’s Office of Executive Relations regarding ****** ******'s complaint.  In her complaint, received on 06/13/2025, ****** ****** is disputing the handling of a recent phone purchase made through a Verizon promotion.

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

    • Initial Complaint

      Date:06/16/2025

      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.
      Good everning, I am ********* **** *******
      I am filing a complaint against Verizon Wireless due to deceptive practices, unauthorized plan changes, and overbilling.

      In October 2024, I purchased an iPhone 14 Plus under a $0/month promotion that required a qualifying Unlimited plan. I paid only the taxes and have the receipt confirming the terms. Despite this, Verizon has been charging me monthly for the phone for several months without my knowledge.

      On June 10, 2025, I went to a Verizon store only to add a tablet line for my daughter. Without my consent, the store changed all my existing mobile plans, removed benefits such as ******+, and added paid services (like *******) I never agreed to. I discovered this after noticing the loss of ******+ and calling customer service.

      I returned to the store today and was told to come back another day to speak with the manager. I feel disrespected, misled, and financially harmed.

      I request:
      • Immediate reversal of all unauthorized changes
      • A full refund for the iPhone charges
      • Removal of any services I did not authorize
      • Restoration of all original benefits and plans

      I am extremely upset because I only went to the store to add one new tablet line. Thankfully, the customer service representative I spoke with regarding the ******+ issue acknowledged that the store had taken advantage of me by making changes without my consent.

      He clearly explained all the unauthorized changes made at the store and confirmed that I was not informed nor did I approve any of them. He was also shocked and upset by the situation, and he left a note on my account for his colleagues, documenting everything that happened.

      Thank you so much

      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,
      Tiffany
      Executive Relations

      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.




      Regards,



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

      Date:06/12/2025

      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.
      August 2024 went to Verizon to set up a business plan for my small shop I was opening, I had a previous unlimited Data plan with them. They suggested I cancel my old account and move my old line over to this new business account. I made the switch and was supposed to have 3 unlimited data lines. However, against my knowledge in the Verizon system they accidentally set me up with 2 unlimited accounts and one account that has no data at all. Verizon sent me an $18,000 for data in December, that’s when we caught that something was wrong. They told me the problem was fixed, gave me a store credit and I went on my way. The next month I got another $2,000 bill for Data, it turns out they actually never fixed the problem and I’m still being charged for data. I’ve called hundreds of times and have been promised a $1,984 credit that will “be on my account in 24 hours” that never appears. At the store they say there is nothing wrong and that it appears to be set up as unlimited data plan on their end, however my bill reflects differently. When I call in, they tell me it’s not set up as unlimited and to go into the store. Verizon employees have to talk to the same customer reps in India that I do over the phone, so they keep getting promised the same credits and fixes to my account that never actually get done. This has been going on for 10 months and is effecting me mentally, my phone gets shut off or threatened to be twice a month, and this service is used for my point of sale at my business, so without it I have no sales. I pay my bill on time every month.

      I believe I have the paperwork still from the plan I signed up for (unlimited data) and also have multiple recordings of Verizon saying this is their fault not mine from visits to the store, as well as ticket and “investigation” numbers. I’m hoping to revolve this issue as soon as possible, since I don’t have a phone or pos without this service. Manager of Verizon store suggested I contact BBB. Thanks.
    • Initial Complaint

      Date:06/12/2025

      Type:Product 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 am writing to formally file a complaint regarding an insurance service of $49 that was added to my Verizon account without my knowledge or consent. I never requested this insurance, and I do not have any devices active with Verizon that would want such coverage.

      Despite reaching out and explaining that I did not authorize this charge, I was told that I had approved it. I have been a loyal customer for a long time, and I find this situation extremely frustrating and disappointing.

      It makes no sense to be billed for a service I do not need, especially when I no longer have any devices with your company. It appears that this service was added without proper consent, and now I am left trying to recover the money that has been wrongly charged.

      This experience makes it feel like the priority of your sales staff is to push additional services, even when they are unnecessary or unwanted. This is unacceptable.

      I am requesting the following:

      A full refund for all charges related to the unauthorized insurance.

      Written confirmation that this service has been permanently removed from my account.

      Please address this matter promptly.

      Business Response

      Date: 06/12/2025

      Dear BBB,


      Thank you for contacting Verizon’s Office of Executive Relations regarding *** ********** complaint. In their complaint, received on 06/11/2025, Ido Pistiner expressed concern about the bill.


      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.


      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: 06/12/2025

      Dear BBB,


      Thank you for contacting Verizon’s Office of Executive Relations regarding *** ********** complaint. In their complaint, received on 06/11/2025, Ido Pistiner expressed concern about the bill.


      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.


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





      Sincerely,



      Verizon Executive Relations Team
    • Initial Complaint

      Date:06/09/2025

      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.
      I signed up with Verizon for Home internet in April. Verizon sent me a device that did not match the EIN on the device listed on my account. Since the device did not match the EIN number on my account, my home internet was not good and finally did not connect a week after I signed up. I called Verizon and they discovered that my internet was not working well; because of the reason mentioned above. I was instructed to take the device to a ***. I returned it April 12. They said *** and Verizon have an agreement on returning equipment. I took the device to ***. They scanned it and that was it as my obligation to return equipment. Verizon said I would not be charged for it. A couple of weeks later I was sent an email that I had not returned equipment. I have since then called 4 times and done 5 chats with them that I did return the equipment as instructed. On each occasion I was told the charge would be removed. As of today, June 8, the charge has not been removed and I will be charged June 23rd. Verizon is now looking for a device I never had possession of (the device with the EIN listed on my account) vs. one they did not have recorded on my account (the device I sent and returned). Verizon caused an issue of a lost device that was never on my account. The third time I called they said it would take 2-4 days to remove charge. I keep getting sent to other agents or disconnected calls as they look into the matter.

      Customer Answer

      Date: 06/10/2025

      [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.

      From: **** ****** <*******@*******.com>
      Sent: Tuesday, June 10, 2025 3:00 PM
      To: [email protected]
      Subject: Complaint ID: ********

       

      Hi,

       

      My complaint has been taken care of by the FCC.  It has been resolved.

       

      Thank you,

       

      **** ******





      Regards,



      **** ******

    • Initial Complaint

      Date:06/05/2025

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We purchased a Samsung Galaxy S8 and returned it the next day in exchange for an Edge 5G. The return was on 04/28/2023. Although we did not even have the device, Verizon charged $21.62 for the service plan for the S8 up until January 2025. We have automatic paperless billing and did not notice it until then. I have PDFs of all of those bills and the original transaction receipt showing the exchange on 04/28/2023. Verizon gave a 3 month credit of the $21.62 in January and told me it would take time to investigate. I called today as I had not heard any updates. They stated they will give one more 3 month credit of $21.62 but that is as much as they will reimburse and not the other 15 months that they were taking that amount.

      Business Response

      Date: 06/13/2025

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


      June 13, 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,

      Bertha
      Executive Relations
    • Initial Complaint

      Date:06/04/2025

      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.
      I am filing a complaint against Verizon Business Wireless for breach of agreement and deceptive billing practices related to my business wireless account (#**********-*****).

      On May 13, 2025, I contacted Verizon to dispute ongoing billing errors and expressed my intent to close the account. After escalation to a supervisor, the representative confirmed the following terms:

      A one-time $50 credit

      A 40% promotional monthly discount

      A new monthly billing total of $137.28, effective immediately

      I specifically requested written confirmation, which the agent provided via email and text that same day.

      After completing a customer satisfaction survey, I received a follow-up call from the same representative. She offered an additional $50 credit, which I accepted, and provided an access code (******) to confirm it.

      However, on June 3, 2025, I contacted Verizon again and was told:

      The additional $50 credit would not be honored

      The 40% discount applied only to line service, not the full bill

      My bill would instead be $180.64, not the agreed-upon $137.28

      I would receive only a $20 one-time credit in place of the confirmed $100

      This is a clear breach of verbal and written agreement by Verizon. I am requesting immediate correction and enforcement of the following:

      Monthly billing total of $137.28, as confirmed in writing

      Full $100 in one-time credits ($50 + $50 with code ******)

      If unresolved, I will escalate to the FCC, FTC, and my state’s attorney general, and consider legal action under deceptive trade practices.

      I request written confirmation that the above terms will be reinstated within 5 business days.

      Account Phone: ###-###-####
      Verizon Account #: **********-*****
    • Initial Complaint

      Date:06/04/2025

      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.
      In May 2025, I signed up for a new service with eight lines, my account number being *********-*****.
      The plan I signed up for is ** *******, which allows me to bring my device with a $720 credit for each line. This credit is applied towards my monthly bill, which costs $15 per line.
      According to my plan, Premium Network Experience and International Connectivity. Attaching a screenshot of the plan details.

      But they charged me for 8 lines $589.12. For the 8 in the estimated monthly bill, it is supposed to be $140, but they are charging.

      When I signed up, they said I had 100GB of hotspot access too. but now they are saying i don't

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