Complaints

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

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• 

  Verizon Wireless

  1 Verizon Way Basking Ridge, NJ 07920-1025

• 

  Verizon Wireless

  4164 Burbank Rd. Ste. B Wooster, OH 44691

• 

  Verizon Wireless

  2420 Baxter Ave Crescent Spgs, KY 41017

• 

  Verizon Wireless

  6250 Hamilton Middletown Rd Middletown, OH 45044

• 

  Verizon Wireless

  6371 Wilmington Rd Oregonia, OH 45054

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:08/22/2022

  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.

  I was looking into upgrading 2 phones on my account. I spoke to 2 different t agents on 2 different days. I was told I would be able to trade in both my old phones and they both gave me the same estimated monthly payment with the trade ins. I did not have one of the phones with me when I started the order and was told as long as I reached out within 7 days of the upgrade, it would be no problem. So I accepted the upgrade and purchased the new phones. I contacted Verizon within the 7 days to start the trade in for the second phone. I was told by another agent that the line was not eligible for the trade in and I would need to upgrade the plan on the line - to a more expensive plan, of course - if I wanted to trade in the phone.

  Business Response

  Date: 09/02/2022

  
  September 02, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *******************
         Complaint Number: 17755096
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ******************** ******************* has contacted Executive Relations regarding her concerns with receiving conflicting information regarding a trade-in promotion. She states that she was informed she would qualify for a trade-in promotion, then when she asked for the trade-in kit days later, she was informed that she would have to change her plan in order to qualify. Please accept this letter as confirmation of VZW's response to her concerns.
  
  
  Upon review of the account, our records indicate that an order for two iPhone 13's was processed on August 16th, 2022. One was for the line ending in **** that ************ stated she was offered a $350 off promotion for the trade-in of her iPhone SE. The line is currently on a Just Kids plan and does not qualify for the promotion offered. The qualifications for the trade-in promotion were to be on an unlimited plan and for the device to be in good physical condition. ************ mentioned that the iPhone SE has a small chip and that she was not wanting to return the iPhone 13.
  
  Our office was successful in reaching ************. We offered to provide a $100 bill credit, without a trade-in, for the life of the device payment agreement due to the misinformation regarding the trade-in promotion. The promotional credit will reflect on the October 2022 statement. ************ expressed satisfaction with the resolution and stated that she had no further concerns.
  
  
  Should you have any questions regarding this correspondence, I can be reached at ******************************.  My office hours are 10:00 AM - 7:00 PM ET, Monday - Friday.  Thank you. 
  
  
  
  Sincerely,
  Celeste 
  Executive Relations Analyst

• Initial Complaint

  Date:08/22/2022

  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.

  Signed up for a new line of service and was offered a free phone, phone was sent to me and now they are charging me $16.66 a month for 3 YEARS because they say I didn't "qualify" for the promotion. Total bait and switch! Now I am stuck paying for my free phone! Total scam artists, don't believe anything they promise you unless YOU GET IT IN WRITING!!!

  Business Response

  Date: 08/24/2022

  P.O. Box 10
  ******, ** 07101-0010

  August 24, 2022

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

  RE: Complainant: ***********************
  Complaint Number: 17754772

  Dear Ms. ************************* you for contacting Verizon Executive Relations. This letter is in response to the above referenced complaint for **********;******. Please accept this letter as confirmation of VZW's response to his concerns.

  **************** stated he signed up for a new line of service, was offered a free phone, and is now paying $16.66 for the cost of the device.

  Upon completing research, we confirmed **************** initially activated the new line ************ on June 24, 2022 per Order # 19577 and Location: Q320201 with Device ID:***************, under the **** *************************** Gift Card Promotion. Mr.
  ****** then upgraded the line on July 20th, 2022 to the ******* Galaxy S20 FE 5G to benefit from the free ******* Galaxy S20 FE 5G UW for $0/mo, which required the new line to be activated at the time of the order. We confirmed the reason the promotion
  did not add, was due to the line being upgraded after it was already activated as a new line, which voids the promotion. 

  We spoke with **************** and confirmed that when he initially activated the new line ************, it was activated as a new line under the **** Rebate offer, and registered as an upgrade when he purchased the ******* Galaxy S20 FE. We confirmed
  the $599.99 device promotional credit has been added to the line as of August 23, 2022, and all retroactive credits show as of the next bill. We confirmed the **** $500 rebate no longer qualifies due to upgrading the line within the 12 month time frame, and
  that his line must remain active for the full 36 months, in order to receive the device promotional credits. We also confirmed the new monthly bill will be $203.17.

  **************** accepted the resolution and did not have any other questions or concerns.

  Should you have any questions regarding this correspondence, I can be reached at ******************************. My office hours are 6:00 AM - 3:00 PM CST, Monday - Friday. Should **************** have any new questions or concerns he can reach Customer Service at ************.

   

  Sincerely,

  ********

  Verizon Executive Relations

  Customer Answer

  Date: 08/25/2022

  [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:08/22/2022

  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.

  On July 26th 2022 I ported my number from ******** to Verizon. I had a few unlocked devices so I figured I wouldn't need to purchase a device from ********************** to use their service. After porting to Verizon it turned out my devices weren't fully compatible with Verizon. But my data & mobile hot spot did work on their network which means my device was partially working on their network. It's been working without an is*** almost a month, then it stopped working. A Verizon rep advised me that they can't activate my device & that I could go get a prepaid Verizon phone & then pay for the prepaid plan & then call them to have the device activated on my post paid plan. I do that. I go buy a Verizon prepaid phone & activate the plan that came with it. Then call Verizon to proceed with activating this new device on my post paid account. Verizon proceeds to tell me they can't activate the NEW prepaid device on my post paid account due to "not being properly scanned out so it's reflecting (PIB Lock) phone in box lock" which translates to Verizon telling me I have to go back to that store & have them properly scan the device out. I go back to the store speak to a ***************** says device was scanned out properly & that if he scans it again I'd have to be charged for the device & plan again. So I contact ***************************** insist that they can't activate it due to PIB lock & that the store must remove it. & To go back to the store again, I refused to go back after the store told me it's properly scanned out. Then Verizon has the audacity to tell me hey, go buy ANOTHER one of our devices but from our corporate store so that we can get you up & running. Mind you my own device was working fine on their network with only hotspot & data working. & Then it just quit & they're not telling me my device can't be activated on their network when it was working fine all this time. I'd like to *** them.

  Business Response

  Date: 08/30/2022

  Executive Relations has received a BBB complaint from *********************** regarding purchasing a phone for the mdn ending in **** (using a gift card) to activate on his new account.
  
  **************** says the TMobile phones he brought to VZ worked partially but not fully on his account. **************** said he was promised a $500 BYOD gift card and wants to use it to purchase a new phone.
  
  The customer ported in 7/20/22 and is on the premium Get More plan.
  
  The **************** spoke to the customer and apologized for the experience. We reviewed his plan details 8/25/22; the customer understands the pricing and autopay discount requirements. We issued a credit of $146.68 to the account for the first bill as a courtesy.
  
  We agreed to issue a $50 credit for ********************************************************************************************** action taken on the account.

  Customer Answer

  Date: 08/30/2022

  [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:08/22/2022

  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.

  We signed up for an unlimited family plan through Verizon Wireless May of 2021. We were quoted our bill should be $240 a month. We went months and the bill was over $300. I called to have it resolved and spent 2 hours with customer service with no resolution. Finally was able to get the bill down with a store customer service agent, but not to the quoted bill we were told. We paid off a few phones on our plan and one person dropped off of our plan and our bill is still not correct. The ******************* isn't at the quote given when we signed up. I've called customer service several times. Each time on the phone for well over an hour and no result. Finally got on the phone with an agent who brought our bill close to where it should have been when we signed up and then she lets me know that she would have to take away any promotion that was offered when we purchased the phones which has nothing to do with our billing price. Also, the promotions are separate or at least that is part of their false advertising. Verizon takes advantage of their customers and from the number of complaints filed, they are getting away with it. Absolutely none of the customer service agents are trained to be of any help to the customer. And the service I receive is terrible.

  Business Response

  Date: 08/30/2022

  Executive Relations has received a BBB complaint from ******************************* on the account of *********************** regarding billing. ****************** said she was advised the monthly bill should be $240 and she has been disputing the charges since May of 2021 when the account was changed from the 10 GB plan to Mix and Match. In addition, ****************** says she paid off 2 lines recently.
  
  The account has 4 phone lines and 3 watches; 2 of the phone lines are on the Do More plan and 2 are on Start.
  
  Upon receipt of this complaint a thorough review of the account was completed. The **************** spoke to the customer and apologized for the experience. We reviewed the plan pricing and options, autopay discount, how the number of phone lines impacts the pricing, phone promos (which must be kept for the term of the **** etc.
  
  On the June bill the **** line (gold watch) was a new line with a $35 activation fee and the **** line had a $35 upgrade fee. Although a line was disconnected another one replaced it. In addition, the surcharges increased beginning with the 6/29/22 bill.
  
  We advised the customer the account previously had insurance for $50 a month which was removed. We advised the bill estimate is $249.55 moving forward with $251.84 for Aug.
  
  The customer said she was charged an activation fee at the store and on her bill. We advised indirect stores may have their own fees. We issued a $70 courtesy credit due to the experience.
  
  The customer requested a call back 8/26/22 to review any additional billing concerns but we were unable to reach her 8/26/22 or 8/29/22.The customer has the **************** contact information if there are further concerns about this issue and we request she contact us by 9/1/22 if she has additional questions. No additional promises were made or action taken on the account.

• Initial Complaint

  Date:08/22/2022

  Type:Sales and Advertising 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.

  Last Wednesday I spoke with a representative and did a promise to pay and confirmed that my service would not be interuppted. I was sent an email to make a payment on Thursday so I called againandwas informed that my service would not be interuppted because I have a promise to pay. Got email froday. Got confirmation again that setvice would not be interuppted. My promise to pay is for August 31st today is August 22nd. Would Verizon like to explain to me why they had several representatives and supervisors lie to me and chose to put my 10 year daughter's life in danger as she is walking home from school with no way to contact me or 911 since you blocked that too. I want an upgrade and at least 3 months free service since you felt your mighty dollar and lying is more important than my special needs daughter's life

  Business Response

  Date: 08/23/2022

  Upon receipt, the account was thoroughly reviewed.  Our customer proactively contacted ********************** to secure her services as she knew a prior payment was going to be returned for insufficient funds.  She created a promise to pay for the then current balance to secure her account from service interruption.  Subsequently, the payment in question was reversed and as it was not included in the promise to pay agreement her service was interrupted.  Two of our care representative gave our customer incorrect information regarding the status of her promise to payment agreement and account.  We have credited the reconnection fees incurred plus provided a one time inconvenience fee of $100.  Our customer has accepted and is satisfied this resolution.

• Initial Complaint

  Date:08/22/2022

  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.

  Contacted Debt collector asked for proof of the alleged debt specifically the alleged original application bearing my signature they have not been able to provide such proof to me therefore you are reporting misleading false account. Delete this unverified and misleading account.

  Business Response

  Date: 08/30/2022

  August 30, 2022
  
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  
  RE:  Complainant: *********************************
         Complaint Number: 17753414
  
  
  
  Dear Ms. ******************** Thank you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for **********************************  Please accept this letter as confirmation of VZW's response to his concerns.
  
  
  Upon receipt of this concern, a careful account evaluation was conducted.  Verizon Wireless Executive Relations would like to report that we were unsuccessful in reaching *************************  ******** attempts were made to reach ************************ concerning his complaint on the contact information provided however we have been unsuccessful with reaching the customer due to the email address returning the message non-deliverable and the number included in the complaint is not an active number. After our review we have determined the balance on ************************ account to be a valid debt. ************************ would need to reach out to DAS collection agency to make a payment at ************ or establish payment arrangements to bring the balance current.
  
  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

• Initial Complaint

  Date:08/22/2022

  Type:Product 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 March 18, 2022, I reached out to Verizon via the phone and informed the company that I would no longer be using their cellular services, as I was changing my services to a different company. I asked that my 2 iPhones be unlocked and that I would be porting 4 of my phone numbers, but would no longer need any of my services. I was under the impression that my account was closed. I then received an email statement with information stating that I would have a credit of $120, which was never returned. In the months that followed, my husband received an email stating that we had a Bill of $63 dollar that was due in July. At which time I attempted to contact Verizon again to find out what the bill was for, I thought maybe that the ****** Plus account that I had created with Verizon had not been canceled. When contacting Verizon I was told that I no longer had an account with them. I had to use my phone number as all of my Verizon statements had been digital and I could no longer access them due to the fact that I was no longer a customer. I was unaware that during this time the $120 credit was being applied to a ghost cell phone number/watch service that I was also paying for with Spectrum. Today 8/22/22, I proceeded to go into a Verizon Store and question, why I was getting a $93 bill for Sept. After an extensive search the customer service rep, was able to find my closed account and then informed me that I was paying for a ghost phone and watch. I spoke with *******, from Verizon corp. and she told me that they could not assume that I wanted that number canceled because it was not ported like the other. I thought when I told them in March that I no longer wanted or needed their service that would discontinue all of my accounts. Again, I was told that they could not assume I meant that number as well. All I wanted was a refund of the $300 (the $120 + 180) and not to be charged any more money.

  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: 17753119

  
  Dear Ms. ************************* you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for Mrs. ************ regarding billing charges after March 2022. Please accept this letter as confirmation of VZW's response to her concerns.

  We apologized to *********** for any inconvenience she may have experienced with our company. We expressed understanding with
  our customer service further discovering after *********** expressed she would be porting her services to another carrier. We also
  advised *********** we need authorization to make account changes and a request to disconnect the remaining watch line was not
  made. We thanked *********** for her feedback and advised feedback would be submitted to the appropriate department.

  In addition, on August 24, 2022, two refunds were processed in the amount of $93.49 and $63.03 back to the original payment
  method ending in *****. The refund process takes five to ten business days to complete. On August 26, 2022, a refund for $120.37
  was performed and should be expected within five to ten business days to the payment method ending in *****. The next and final
  bill for *************** disconnected Verizon account ending in ***** is expected to be $0.00.

  Should you have any questions regarding this correspondence, I can be reached at ******************************. My office
  hours are 11:00 AM - 8:00 PM ET, Monday - Friday. Thank you.

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

• 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.

  Verizon raised my monthly phone bill without any prior notice.Ive spoken with 3 different Verizon employees and none of them can explain why my bill was increased.

  Business Response

  Date: 09/01/2022

  Thank you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ************************ Please accept this letter as confirmation of VZW's response to his concerns.
  
  
  *********************** contacted the **************** regarding billing. In his complaint he states his billing has increased without notice.
  In review of the account we have confirmed an email notice was provided on June 14 advising the plan rate would increase by $6.00 on or after July 19th. The rate plan increase affects all customer's on grandfathered metered plans due to rising operational costs. The rate plan adjustment charges are considered valid charges and will not be waived or credited; however, we encouraged ************** to review other plan options available with customer service or with the ****************. ************** advised he will be switching providers we have thanked him for his feedback.
  
  Should you have any questions regarding this correspondence, I can be reached at ******************************.  My office hours are 8:00 AM - 3:00 PM ET, Monday - Friday.  Thank you. 
  
  
  
  Sincerely,
  Fatimah 
  Executive Relations Analyst

• Initial Complaint

  Date:08/22/2022

  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.

  1. I ordered a 5G hotspot a few months ago. Instead, they sent me a 4G hotspot. I called to complain and they had me send it back and promised a refund which I never received.2. They setup a replacement order for the 5G hotspot and charged me for it and I never received it. They told me when I called that they are out of stock and they don't know if they will get it again. I told them to cancel the order and that they should have let me know.I have not gotten the refunds, I am still getting charged monthly service for the hotspot which I do not have. I have called multiple times and was told that I would received full refunds. Today, was the last straw. I got my bill which is higher because they are still charging me for a hotspot which I never got and there were no refunds on the bill. I spoke to a guy named **** and told him that I am tired of this and if I can't get it fixed today then I am going to complain to the BBB and consider switching my service to another carrier. He put me on hold several times for 5 and 10 minutes each time telling me that he was working on it. About 45 minutes later, I heard a click and was disconnected. I have spend hours on this and called and explained my problem many times and was made many promises which none were followed through with.

  Business Response

  Date: 08/29/2022

  August 29, 2022
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  RE: Complainant: ***********************
   Complaint Number: 17752308

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

  
  ************ reached out to the **************** because he says that he was billed for a 4G Orbic device and a 5G Orbic
  device, but he has neither device. According to ************, the 4G device was sent in error, as he wanted a 5G device.
  ************ says that he sent the 4G device back, and he placed an order for the 5G device. ************ went on to say that
  he never received the 5G Orbic device. ************ would like a review to make sure that he received all of his refunds.

  
  The original order was completed on June 24, 2022. ************ returned this device because it was a 4G Orbic and not a 5G Orbic. According to
  the remarks, the device was received back at the Verizon warehouse on July 12, 2022, and ************ was refunded $87.09 to his credit card
  ending in ****. **************** credited $50 to the August invoice for the restocking fee, and they also credited $35 for the activation fee.

  
  ************ placed a preorder for a 5G Orbic on July 04, 2022. The 5G Orbic was $326.61. The preorder was cancelled on July 28, 2022, and Mr.
  **** was never billed for the $326.61, since the device never shipped. ************ says that he cancelled the order because **************** told
  him that the device was not in stock.

  
  Between the July and August invoices, ************ was billed $67.11 in line access fees for the Orbic device, but there was never any usage, since
  he never had a device. The number in question ends in ****.

  
  The **************** confirmed what refunds were issued with ************. We offered to credit him $67.11 for the line access fees, and he
  accepted the offer. We also disconnected the line ending in ****, as he no longer wants the line, or the Orbic device. ************* is satisfied with
  the resolution.

  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: 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.  Although much was left out, the end resolution will be acceptable, if they make that refund discussed.  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/22/2022

  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.

  Well I signed up for Verizon from us cellular I was told they would buy out my old contract for 600or less my buy out was ****** if you look up my account it should have been updated repeatedly.... At first it didn't go threw I called he told me it was ok that it would be takin care of... **** I get another bill from us cellular then I called again she checked up on it and ******************************************************** on hold .... **** I called back today after receiving another us cellular bill they thought they worked it out but apparently I was suppose to bring in my us cellular bill but no one told me to do that so now I'm out ****** dollars to a debt that wasn't suppose to me mine I'm sorry but I'ma paycheck to paycheck house hold with 2 kids one on the way wtf.... I did everything I was suppose to or was told to and this happens.

  Business Response

  Date: 08/30/2022

  August 30, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: ***************************
         Complaint Number: 17751144
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ***************************. ****************** was originally advised he qualified for his balance to US Cellular be paid by Verizon upon switching.  Please accept this letter as confirmation of VZW's response to his concerns.
  
  After a thorough review process, Verizon was able to determine there was a miscommunication made, ****************** did submit a rebate for switching to Verizon, unfortunately the information submitted didn't contain his final bill from US Cellular. That rebate was denied, and with the amount of time that has passed he no longer qualifies for the promotional MasterCard. Verizon has reached out to the account manager and worked with her to provide a solution that works for both parties. The ********* received a bill credit for the amount owe to US Cellular, and they agreed to use the money they would've normally paid for the Verizon bill to pay US Cellular. ****************** is grateful, and satisfied with the resolution provided. 
  
  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