Business Profile

Cell Phone Supplies

Verizon Wireless

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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

Customer Complaints Summary

37,868 total complaints in the last 3 years.
13,747 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:08/23/2022
Type:Customer Service 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.
For the last 2 weeks I have been unable to receive voicemail notifications on my cellphone. As I use my phone for my business it is important that I get notified when I receive voice messages. Each time I call Verizon I spend hours trying to get it resolved. I have been hung up on numerous times and not called back. I have also been lied to by **************** claiming they are Technical Support. No one has resolved my issue and it is very frustrating. I would like someone who actually knows what they are doing to contact me and get this resolved.
Business Response
Date: 08/31/2022
August 31, 2022
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant:
Complaint Number: 17759478

Dear Ms. ***************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
*************************. ************** expressed concern about his voicemail notifications. Please accept this letter as
confirmation of VZW's response to his concerns.

************** reached out to the **************** because he has not been receiving voicemail notifications.

According to the remarks from August 23, 2022, ************** is having problems with his visual voicemail app. The
remarks say that ****************** voicemails are not being deposited in the app, and he is not receiving the notifications.
The remarks go on to say that ************** has to call his voicemail to receive his messages.

************** has been unresponsive. The **************** has made numerous attempts at reaching ************** on his
line ending in ****, and we have tried emailing him at ***************. The **************** will close this
case, as ************** is unable to reach.

Should you have any questions regarding this correspondence, I can be reached at ************ Extension
2143723. My office hours are 10:00 AM - 7:00 PM ET, Monday - Friday. Thank you.
Sincerely,

***
Executive Relations Analyst
Customer Answer
Date: 09/14/2022

Complaint: 17759478

I am rejecting this response because:

I am still continuing to have issues downloading my voicemail.

I have spent many hours with customer service and MANY hours with tech support who just keeps having me try the same things over again.

Somebody named *** called me a few times from executive customer relations telling me to call him back, but when I try to call back, the extension he leaves says it is not a working extension. When I leave a message on the main system for executive customer relations nobody calls me back.

I will receive text messages saying that they have resolved the issue when it is not resolved.

Everyone I speak to keeps promising it will be resolved.

Regards,

*******************
Business Response
Date: 09/16/2022
September 16, 2022

Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant:
Complaint ******************************************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
*************************. ************** expressed concern about his visual voicemail feature. Please accept this letter as
confirmation of VZW's response to his concerns.

************** reached out to the **************** because he has been unable to download his voicemails from the visual
voicemail app. ************** says that, historically, he has been able to download and save his voicemails, so that he can
forward them to others. According to **************, he has been having problems with his visual voicemail app, and now
he can no longer download the messages.

According to the remarks from August 23, 2022, ****************** voicemails are not being deposited in the app, and he is
not receiving the notifications. The remarks go on to say that ************** has to call his voicemail to receive his
messages. According to the Verizon Technical Advisory Group(***), there have been two network repair tickets
submitted for this concern on ****************** behalf. *** went on to say that this is not a network issue or device issue.
*** says that this is a Virtual Private Network(***) issue. *** says that the *** that ************** is using is causing
this problem. *** suggested that ************** start using a different ***.

The **************** shared the *** data with **************, and he advised us that he does not use a ***. **************
says that he plans to leave Verizon because of this issue. The **************** made no other changes. ************** is
not satisfied with the resolution, because he says that we were able to fix this issue on his phone before.

Should you have any questions regarding this correspondence, I can be reached at ************ Extension
2143723. My office hours are 10:00 AM - 7:00 PM ET, Monday - Friday. Thank you.

Sincerely,
********;
Verizon Executive Relations
Customer Answer
Date: 09/19/2022

Complaint: 17759478

I am rejecting this response because:
I do not use a VPN on my phone.
They have already been able to successfully fix the problem twice, I am not doing anything different with the phone, yet the problem returns.
*** who contacted me from the **************** does not appear interested in keeping our business at all, which is sad because we have been a loyal customer with many phone lines for years.
I would like the BBB to step in and please help Arbitrate the matter.

Regards,

*******************
Initial Complaint
Date:08/23/2022
Type:Customer Service 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 on an agreed to plan and rate. My most recent bill, received days ago, includes a not agreed to rate increase, going from $48 to $60.
Business Response
Date: 09/06/2022
Upon receipt of this complaint a thorough review was completed. **************** expressed dissatisfaction for Verizon's recent plan rate increase. We kindly explained that, as stated in our Customer's Agreement ********************** may change prices or any other terms of your Service or this Agreement at any time, but we'll provide notice first, including written notice if you have **************** Additionally, we added that Verizon's prices are set, based on the ability to use services in multiple places, not to be limited to a time or place. As a result, we are unable to modify the monthly service cost.

At this time, Verizon isn't offering any credits toward the increase.The only plans that are not impacted by the increase are Verizon's Unlimited Plans. The **************** reviewed the account to see what different plan options were available. However, *************** has declined all options. In our efforts to provide a satisfactory resolution, we located a $10 loyalty discount which will appear in the form of $2 off five lines for 12 months. This discount has been applied to *************** current plan and will only last for 12 months; once expired, the plan will resume the normal billing amount. The **************** considers this case closed.
Verizon Wireless appreciates the opportunity to address your concerns. If you have any further concerns or questions, you may contact me directly toll free at ************************, Monday through Friday between the hours of 11:00am and 8:00pm
******* | Verizon Wireless | Executive Relations

Customer Answer
Date: 09/07/2022

Complaint: ********

I am rejecting this response because: The original complaint was around me being told repeatedly over the years that I was on a grandfathered plan that would never increase as long as I stayed on it. I was even encouraged to think twice about changing plans for that reason. I appreciate Verizon's temporary mitigation through the $10 credit, but the increase should not have taken effect. This is not the only thing they changed at will. Previously they stopped my contacts backup that was also part of the same plan (see complaint #********).

Regards,

***********************
Business Response
Date: 09/13/2022
September 12, 2022

Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690

RE: Complainant: ***********************
Complaint Number: 17759245

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for ************************  In the complaint, **************** states the following: I am on an agreed to plan and rate. My most recent bill, received days ago, includes a not agreed to rate increase, going from $48 to $60.  Issue credit for the $12 difference on the current bill and return me to my agreed to plan rate.  Please accept this letter as confirmation of VZW's response to his concerns.

Upon acknowledging receipt of the complaint, **************** requested communication via email. I emailed **************** the following response:
"Hello ****************,
A review of the complaint filed with the Better Business Bureau (BBB) has been reviewed.
Please be advised the $12.00 fee you are disputing can only be waived if you switch to one of Verizons new unlimited plans. Verizon's unlimited plans provide customers with the most value in the industry along with the peace of mind that their plan cost will not increase no matter how much talk, text or data they use. While we recommend our *********** Plan customers migrate to an unlimited plan, we are not requiring it. That said, for the limited number of customers remaining on these price plans, Verizon is now charging a rate plan adjustment for the added cost of maintaining these legacy plans.
I completed a comparison of your current bill and what the new cost would be if you were to switch to the Welcome Unlimited plan. Currently, you are receiving $116.00 in monthly discounts toward your current pricing. If you are not exceeding your monthly data for the account, it would not be beneficial to switch to a new plan. The $25.00 per line discount for the 5 lines is keeping your monthly bill below average.
While there is a $12.00 increase in the monthly pricing, it is best to keep your plan the same at this time. The rate plan adjustment fee cannot be waived under any circumstances. The only option customers impact have is to switch to new plans and filing complaints with outside agencies will not result in a decision change.
I will be providing the BBB with the results of the investigation and resolution provided. Any future complaints received regarding this matter will result with the same response."
Should you have any questions regarding this correspondence, I can be reached at ******************************. My office hours are 8:00 AM - 5:00 PM ET, Monday - Friday.
Sincerely,

**********;
Executive Relations Analyst
Customer Answer
Date: 09/15/2022

Complaint: 17759245

I am rejecting this response because:

I do not agree to the rate increase on my plan that did not allow rate increases.

Regards,

***********************
Initial Complaint
Date:08/23/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In late June 2022 I contacted Verizon via online chat and then via phone to purchase a new phone and establish accounts for 3 #s. Verizon's representative said they'd mail me the phone because it wasn't in stock at the local store in my rural area. I couldn't establish a PIN because I didn't have the phone. Once the phone arrived, I still couldn't get a PIN. I called ********************** and they were never able to get this done. I was leaving town shortly and needed my new working phone before I left. I cancelled my order and sent the phone back. Verizon verified that they received it. Now I am getting emails from Verizon for $175.47 for a phone I never used. I called the number on the email and was transferred to 4 different people and then back to the original person who first answered. Because I was never able to establish a PIN, their security required that they email me a verification code for the account. I am in a rural area and it timed out before I received their email. They didn't have the capacity to re-send the email. The Verizon rep then told me I would have to go into the local store to resolve this. I told her I would not. I am a small business owner and this has already wasted enough of my time. When I previously went into the local store, the employees said they couldn't help and I needed to contact corporate since I hadn't purchased the phone at their store. Verizon's customer service and financial services are simply a nightmare. It is WRONG that this is costing me time I should be devoting to my business. The least they could do is have a supervisor contact me who has the capacity to resolve this issue. The fact that they would not even do this speaks volumes about their lack of commitment to customer service and doing what is right. If they state that there will be no fee other than the expedited shipping, then there should be no other charges. I believe this constitutes interstate commerce fraud.
Customer Answer
Date: 08/29/2022
[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.
Here is the resolution from Verizon (see forwarded email below). Please note that they dont address any of the process issues that resulted in this complaint. And, it shouldnt take making a complaint to the BBB to get this kind of issue resolved. Im not sure if BBB has any other teeth to help improve customer service and account relationships, but I have found all the major cell carriers are terrible at their customer support these days.

And, just FYI, I followed up with ******* at Verizon because she did not respond to me after her initial contact. I told her I was willing to pay the $15 expedited shipping fee, but not any other charges on the account.

Thanks to the BBB for assistance in resolving this. Im sorry you had to get involved.

Regards,

*****************************
Initial Complaint
Date:08/23/2022
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.
Ive had issues with my bill since I started with Verizon and reached out here to get it resolved. It was adjusted but my last/first bill after that kept jumping from $0-+100 and I couldnt get an explanation for it or anything showing what I really owe. I have been having issues now paying my bill and have reached out numerous times and included ss of my attempts over phone and the app and have been told numerous times its resolved but I still am unable to make a payment. Im being charged late fees for it and was told I have disconnect fees. It will not let me set up a promise to pay while I try to resolve this either so I have been having customer service fees added as well. Additionally my ******************* doesnt make sense. On one page on my Verizon it says I owe $373 and the next $513. The executive I worked with was rude and never provided any resolutions or explanations.
Business Response
Date: 08/30/2022
We have been in communication with the customer. We will continue working with them until the issue is resolved.
Initial Complaint
Date:08/23/2022
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.
At the beginning of the year, I began noting billing discrepancies with my Verizon Wire. I would get emails saying my account was overdue without having mailed copies (which arrived after the fact) I would check the web site & it would indicate that I was paid in full, I tried phoning Verizon several times without resolution and the discrepancies continued. After repeated calls, it was determined I did not have a pin number and they tried to set one up,,,,they indicated that I needed to go to an onsite store. I did so after receiving a voice mail on 8/17 or 18 indicating I was overdue and service would be terminated unless paid. I immediately called in a payment of $208.98, (even though my online account showed I was paid in full), I went to their ********** loc & was unsuccessful in getting a pin set up They, because of privacy issues will not set one up unless I visit a ********* site in person which is very inconvenient for me. I have just learned from an online bill overview that I am being billed for fios Internet, TV&Phone bundle & other service charges which i NEVER signed up for....I called and they were unable to get into the account to determine the reason for these charges without the pin number ....I really think I've been overcharged for services that I never received and DONOT think I should be inconvenienced by a 35mile drive to ********* to prove my identity. And now it looks like I have been blocked access to my online acct... Can you help or do I Just cancel all services and walk away??? Thanks for any help you can provide....
Business Response
Date: 08/25/2022
P.O. Box 10
******, ** 07101-0010

August 25, 2022

Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690

RE: Complainant: *********************************
Complaint Number: 17758231

Dear Ms. ************************************ you for contacting Verizon. This letter is in response to the above-referenced complaint from **********************************  ****************** states she has been unable to access her account due to not knowing her PIN. Please accept this letter as confirmation of Verizon's response to her concerns.

Our records indicate ****************** has never established a PIN. Account Owners are required to create and use a PIN to verify their identity when they contact **************** effective July 17, 2016.
This helps in our efforts to protect our customers' privacy. She will need to establish an account pin either via www.vzw.com/pin or through our IVR ************.
Should you have any questions regarding this correspondence, I can be reached at *******************************. My office hours are 7:00 AM - 3:30 PM ET, Monday - Friday.
Sincerely,
Stacey
Executive Relations Senior Analyst
Customer Answer
Date: 08/26/2022

Complaint: 17758231

I am rejecting this response because:
At this point, the pin # pointless. I feel I have made sufficient effort to resolve that problem. I've had the account since at least 2010 and they have been able to take my money. My question now is why can't they tell me what is going on with my acct? This year (Jan-Aug) I have been charged over $1247 whereas billing at $99 per month would have been only $792?? I have been hounded for payment when online acct showed paid in full and mailed copies arrived days later. Then there is the question of the **************** & Phone billing for (7/28 - 8/27)additional services and equipment as well as other charges totaling $208.63???? I only had two Phone lines. I would think they would be able to explain what is happening in their accounting system w/o a pin # from me.....??? Have any others had the same problem? Thanks for your assistance.
Regards,
********************************************;
Business Response
Date: 08/29/2022
P.O. Box 10
******, ** 07101-0010

August 29, 2022

Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690

RE: Complainant: *********************************
Complaint Number: 17758231

Dear Ms. ****************************** you for contacting Verizon. This letter is in response to the above-referenced complaint for **********************************  ****************** states having a PIN is irrelevant at this point and demands assistance with her account. Please accept this letter as confirmation of Verizon's response to her concerns.

To ensure the protection of her account, without ****************** providing proper security information to access her account, we are unable to assist any further. Once she establishes an account PIN, **************** will be able to access her account and review her bill with her in detail.
She is also receiving paper bills, where she can review herself to determine what makes up her monthly bill. Should there be any features she wishes to remove, she may remove them through her Verizon account online. Once she establishes an account PIN after verification of her information, we are more than happy to assist her with her billing concerns.
Should you have any questions regarding this correspondence, I can be reached at *******************************. My office hours are 7:00 AM - 3:30 PM ET, Monday - Friday.
Sincerely,
Stacey
Executive Relations Senior Analyst
Customer Answer
Date: 09/06/2022
omplaint: 17758231I am rejecting this response because: As advised. I just viewed my account online....it shows me owing ****** for ficos service, I hsve received no paper bill...my only charge should be for one cell phone. What does this have to do with a pin number?? Why can"t ********************** just tell me what has happened to my acct?? So much for their customer service......

Regards,

********* ***************************
Initial Complaint
Date:08/23/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Verizon customer service is completely incompetent. Trying to get them to update my correct address to #** and even ask to have them put unit ** in the 2nd line, but they never update it and still want to send everything to #2. Talked to 3 supervisors that claimed to fix it and they still had #2 in the system...I requested to just delete the address at this point. Now waiting for a missing package that ***** can't seem to deliver even on an address update.Other issues 5g network is a joke...often get 3 bar signal with zero data. They lie and say it's fine and it isn't and won't fix issues until you turn up the heat and start complaining and challenging their lies about the network quality.Other issues. Verizon doesn't offer their promotional credits and give you the run around every month and never correctly give you what they promise. I was shorted $12.50 every month for almost 2 years and had to call in every month. Now they are shorting almost $7 a month and have been telling me it will be fixed for 4 months. They have not fixed anything or credit my account. The account statement even has contradictions claiming 6 credits for 4 months ..... forward to ftc.
Business Response
Date: 09/01/2022
September 01, 2022
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: ***********************
Complaint Number: 17757951
Dear Ms. ***************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
***********************. Mr. *********************** contacted the **************** regarding issues that he is having. ******************
stated he has been having issues with trying to change his address, stating the Representatives never put in the
correct information. ****************** stated he is also having issues with the 5G connection on his device. ******************
stated he is also having issues with getting the promotions add to his account. ****************** requests the Executive
Office to contact him regarding this issue. Please accept this letter as confirmation of VZW's response to his concerns.
In review of the account, I found lines ****, a ******* Galaxy S22 Ultra, has a promotion getting $12.50 off per
month. Line ****, ******* Galaxy S22 Ultra, is getting $19.44 off per month. I have spoken to ****************** and he
states that the phone was delivered successfully, however this is because a neighbor advised him that it was delivered
to their door instead of his. He has now changed his address to a PO Box. There is no additional action needed to
resolve the address concern. I have found that the line ending **** is receiving a promotional monthly credit of
$12.50. ****************** explained that like his line ending **** the line ending **** should be receiving $19.44/month
instead. I have applied a credit of $41.64 to make up for the missing promotional value over the last 6 months ($19.44
- $12.50) . I have also applied 30 recurring monthly credits for the promotional difference in value of $6.94. I have
inquired about the service issues and ****************** states they have gotten better. He did not require additional
assistance regarding the service concern. ****************** had no further concerns to address.
Should you have any questions regarding this correspondence, I can be reached at ******************************.
My office hours are 8:00 AM - 5:00 PM PST, Monday - Friday. Thank you.
Sincerely,
********
Executive Relations Analyst
Customer Answer
Date: 09/06/2022
[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:08/23/2022
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 have a refund due for a phone that was ordered but the agent ordered the wrong phone. This refund was approved but has yet to be completed. I have called and representatives look into this refund. I either get transfered to another department not knowing this would take place, they hang up or put me on hold. I have been waiting over a month for this refund. I can not get anyone to help on this issue.
Business Response
Date: 08/25/2022
August 25, 2022

Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690

RE: Complainant: *********************************
Complaint Number: 17756490

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for ********************************** ********************** states that he has yet to receive a refund from an order that was cancelled due to the wrong storage size being ordered. ********************** states he has been told the refund was approved and attempted to speak with multiple representatives over the past month, but the refund from the order has not been received. Please accept this letter as confirmation of VZW's response to his concerns.
Upon receipt of the complaint, a thorough review was done of the account. Review of the account shows that on July 18, 2022, the customer contacted customer service and completed an order for an upgrade on phone line ************. The remarks show that the customer later requested the order be cancelled as the wrong device storage was selected, as the customer wanted a 512 GB device. Representatives attempted to have the order cancelled and a trouble ticket was submitted to have the order cancelled. On July 21, the customer reached out to customer service regarding a refund for the order being cancelled. On July 23, remarks show that the customer contacted customer service after generating a number transfer pin through the automated system. After speaking with customer service, remarks show that the customer ported out line ****** another carrier. The device attached to the order on July 18 was received in the warehouse on July 24 and representatives spoke with the customer on July 26. Per account remarks, the customer requested a text or email be sent with a tracking number for an update on an order, which due to them porting out on July 23, no text messages could be sent. It was explained that the customer was wanting to check on the refund due to the order being cancelled. On August 15, representatives spoke with the customer as he was asking about the refund for the order placed on July 18. Representatives explained the device was received on July 24, but the final billing statement charged the customer for the balance of the device. Assistance was provided to have the device agreement charge removed from the account as the device was received in the warehouse. On August 23, the customer reached out to customer service regarding the refund, which it was remarked the customer stated they were advised the refund was approved. Remarks show that representatives had issues with calls ending while attempting to assist the customer.
After reviewing the account, the device was confirmed to have been received in the warehouse on July 24. Due to an error in the system, the return did not automatically link to the device order from July 18, which led to the device agreement being charged as a buyout after ********************** ported out as well as why the refund did not process. An apology was offered to ********************** regarding the timeframe it has taken for the refund to be completed. An escalation ticket was submitted requesting the refund be processed promptly, which information was provided that the refund was processed on August 24. ********************** was explained that with the refund being processed, he should receive the funds within three to five business days. It was explained that if not received by close of business on August 31, he may contact the **************** directly for further assistance. It was explained to ********************** that any representative that provided information about the refund being approved may have been stating that the device agreement charge was approved to be removed from the account, but coaching would be done to ensure we are providing thorough information to customers. The case has not been closed as we are working with ********************** to ensure the refund is received no later than August 31.

Should you have any questions regarding this correspondence, I can be reached at ******************************. My office hours are 8:00 AM - 5:00 PM ET, Monday - Friday. Thank you.

Sincerely,
Jamar
Executive Relations Analyst
Initial Complaint
Date:08/23/2022
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 have had multiple fraudulent billing and charges for the last 9 months. I am a first responder cancer survivor and veteran. I am filing for disability and will soon have the approval. I have never in my life had this happen. This is the second time I am had this problem. I cant not pay it because of the home I am building with my VA Loan. This has to stop. They dont get to make up stuff and charge me. My bill is almost 900$ this is absurd. I want it to stop please. I have a family and kids. I cant afford fraudulent made up bills. A promotional charge back. I just think there should be a harassment claim as a made up charge over 500$ plus dollars.
Business Response
Date: 08/22/2022
Dear BBB,

Thank you for contacting Verizons ****** of ********* Relations regarding ************;****************;complaint. In his complaint, received on 08/22/2022, the customer expressed concerns regarding egregious charges on his Verizon wireless bill.

Upon further review, weve determined the customers concern should be addressed by our Verizon Business 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 ********* Relations Team
Business Response
Date: 08/25/2022
Upon receipt of this complaint, a thorough review was completed. Our records indicate ******* was charged a promotion chargeback for the line ending in **** totaling $516.78. ******* returned the device to **********************. He was advised by a previous representative on May 6, 2022 he would receive $800.00 for the iPhone device trade-in but was only approved for a $700 device trade-in.
A one time credit was applied totaling $516.78 for the promotion chargeback billed to *******. The credit was applied due to the incorrect promotion being applied to the line of service and for the promotion being removed when it was confirmed he was eligible to receive it.
******* accepted the resolution and satisfied with the offer.

Verizon Wireless appreciates the opportunity to address your concerns and apologizes for any inconvenience this matter may have caused. If you have any further questions or concerns, you may contact me directly toll free at **************************, Monday through Friday between the hours of 10:00 AM and 6:30 PM ET.
Initial Complaint
Date:08/23/2022
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 ordered what I was told was a device to plug into the wall to use as a landline. We were given a new phone number, we were told the device would be shipped overnight (I paid for the overnight service). We were never told that the device would be sent Fed Ex requiring a signature. We missed the person. I called Fed Ex who said a) we could not go pick the device up as they didn't know where it was b) it would be redelivered this morning (it was not) c) call Verizon. No one came this morning to deliver it. I called Verizon (on my gmail as we don't have working phone service) and was transferred around, given misinformation and the call dropped or the person would be speaking and there would be silence but there was still a person on the line. I called 7 times and got nowhere (over an hour) and they called back and said they could not help me and then when I asked for a supervisor they hung up on me. We still don't have the item we paid for and it looks like we didn't get a landline but an actual cell phone (we have cell phones but need to get them fixed). They charged us for a service we did not ask for, gave us a phone number that turned out not to be the phone number, did not receive the item the next day (but paid for overnight service). We did not want a cell phone. We were told this was a landline service.
Business Response
Date: 08/22/2022
******************************************** 14202

August 22, 2022

Dear BBB,

Thank you for contacting Verizons ****** of ********* Relations regarding *********;Slattery's complaint. In her/his complaint, received on 08/20/2022, customer signed up for ********************** services through Verizon Wireless. ************ is called Home Phone Connect and is not a true landline service connected via Copper or Fios.

Upon further review, weve determined the customers 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
******, ** 07101-0010

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

Sincerely,

Verizon ********* Relations
Business Response
Date: 08/24/2022
Good Morning,
Per ******************************, she only wanted to have contact from Verizon Wireless through the BBB. Please have ********************* provide the account number so we can locate her account. The phone number listed on the complaint does not pull up a Verizon Wireless account.
Thank you
Executive Relations
Verizon Wireless
Customer Answer
Date: 08/24/2022
I don't have an account with Verizon. We were trying to set an account up.
Was the initial complaint not read?

Business Response
Date: 08/25/2022
Good Morning,
The original complaint did not include any account information. We would need the account number or the *** to locate the account.

Thank you
Executive Relations
Customer Answer
Date: 08/25/2022

Complaint: 17743367

I am rejecting this response because: I don't have an account with Verizon. I never did. I ordered service from you and did not receive the item "next" day. We received the device a week later. We never set up an account. Can you not just find my details through my name and address? I thought you were corporate? I DO NOT have an account with you, therefore I cannot give you an account number. I would like my money back for the shipping (overnight), the device, and the service fees. If you cannot find them, I will call my card company and dispute there because clearly you are not even trying.

Regards,

*************************
Initial Complaint
Date:08/22/2022
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 August 11, 2022 I was told that the I had exceeded my monthly data allowance and that the speed on my mobile hotspot would decrease. I called Verizon several times to dispute the fact that I had used my monthly allowance. I use my hotspot a few times a week to download audio podcasts and there would be no way to use 15 gb of data on audio a couple of times a week. I was told by customer service that calls were made and also there was video game usage on my hotspot. I disputed that conjecture and said that any data used outside of a few podcasts a week on itunes is an error on the part of their computer system. I was told that I would receive a call back after my initial call to customer service. I did not receive a return call and was told by customer service that they could not tell if the data used was for itunes or anything else and that there was nothing they could do. As of now my hotspot speeds are so slow that it is unusable. I'm unable to do the research necessary for my work and school assignments.
Business Response
Date: 08/30/2022
August 30, 2022

Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690

RE: Complainant: ***************************
Complaint Number: 17755115

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for ***************************. **************** states he doesn't feel as if he used his entire mobile hotspot allowance with the activity he performed via downloading podcasts. Please accept this letter as confirmation of VZW's response to his concerns.

After a thorough review of the account, Verizon did see an overall increase in the total data usage for the month of August. ******************** prior usage was much lower than the current month. We partnered with **************** and will monitor the usage through the end of his current cycle to ensure accuracy and solidarity on our part to ****************. As a one time courtesy he did extend a credit to **************** to resolve half of his monthly bill. We do appreciate **************** as a customer, and appreciate his feedback regarding his usage. We have reviewed the current usage and it is recorded accurately so far this month as no mobile hotspot data has been used. Verizon appreciates the opportunity to review the situation.

Should you have any questions regarding this correspondence, I can be reached at ******************************. My office hours are 8:00 AM - 5:00 PM ET, Monday - Friday. Thank you.

Sincerely,
**********;
Executive Relations Analyst

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