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

  4930 McKnight Rd. Pittsburgh, PA 15237

• 

  Verizon Wireless

  4164 Burbank Rd. Ste. B Wooster, OH 44691

• 

  Verizon Wireless

  1017 Cinti Mills Dr Cincinnati, OH 45240

• 

  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 filed complaint ******** with the BBB on 8.4.22. Unfortunately I missed the 10 day window to respond as I wanted to wait to see if Verizon would indeed return my overpayment to me as they indicated in the complaint. Verizon has still not returned my $108 in overpayment as they indicated they would. I am unable to speak with a representative from Verizon because I am no longer a customer and can not access their automated system. Where is my overpayment????

  Business Response

  Date: 08/26/2022

  August 26, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: ***************************
         Complaint Number: 17750558
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above-referenced complaint for **************************** ******************************* contacted the **************** via a Better Business Bureau Rebuttal complaint in regard to making an overpayment to her disconnected wireless account and not receiving a refund. Please accept this letter as confirmation of VZW's response to her concerns.
  
  
  Per review of the account and payments received, ****************** made an overpayment of $102.09 due to making a double payment for $162.17 on April 20, 2022, and May 13, 2022. Shortly thereafter the final bill was generated and credits were applied towards the final bill balance, but ****************** had already made an additional payment which left the current credit balance on the account of $102.09. As a resolution, I submitted a Payment Hub Request number PH7091136 and an ERT Courtesy Credit Refund Remarks Request. The Treasury Department issued a refund for $102.09 on August 11, 2022, via Wirecard number *****************. Should ****************** have any inquiries in regard to this Wirecard transaction, she can contact ************************* at **************. A refund has been- issued to ******************. The **************** considers the case to be in closed status.
  
  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,
  Liyah
  Executive Relations Analyst

• 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.

  Paperless account #**********=00001, received a bill of $10.01 on8/19/22 by e-mail, no bill attached just amount and go online to see it. The problem is 2mo;s ago I closed account and am locked out to get into see bill. Now the month before I got the vary last bill of .42c, could not go online to pay that bill either. I chatted online and finally had to call and was sent to an agent to pay that amount. At that time I was not told there was a $10.00 fee to pay with an agent. So the new bill of $10.01 is that fee which I found out once again when I tried to find out how to pay the bill. I was told that an agent would have to do it because I no longer a customer and can't get online. But he she should of told me and also could of waved the fee. Not done. I ask the ** rep on chat add on the phone to send me a paper bill and was told he could not do that. All I get is the run around. I spent last time and this time over 3hrs each time to get nothing resolved or paid. I'm a retired senior on fixed income and don't have to way to get this bill paid. I don't need it to go to collections because of the problem they created for me. I spoke to many **R and others to get nothing done I had to change providers cause I could not afford them anymore. I had no contracts with them or no outstanding bills, phones paid off long ago. Was always auto paid. never a late payment and I get treated like this

  Business Response

  Date: 08/23/2022

  August 23, 2022
  
  
  
  
  Better Business Bureau of **********
  
  1262 ****************************. Building A, Suite 202
  
  ********, ** 08690
  
  
  
  
  RE:  Complainant: *******************
         Complaint Number: 17750096
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for *******************. *********************** has escalated to the **************** seeking assistance to dispute a final bill.  Please accept this letter as confirmation of VZW's response to her concerns.
  
  
       Review indicates a final invoice has generated for the amount of $10.01 consisting of a $10.00 Agent Assist fee of $10.00 and an ****** Surcharge of $0.01.  Our office was unable to make contact with ************** as no valid phone number was provided in the BBB correspondence. To bring closure to this matter our office has applied a credit of $10.01 bringing the balance on the account to zero. *********************** doesn't owe any additional charges.
  
  
  
  
  
  
  Sincerely,
  *********;
  Executive Relations Analyst

• Initial Complaint

  Date:08/21/2022

  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.

  Been having issues since the beginning. First i had to wait for 7 days to get my number updated from the old carrier. First bill was overcharged. it was not what it was suppose to be. The number on the bill was also a different number. That issue was resolved after alot of time wasted going back and forth. so i was upset with the service i returned the modern for the internet. From then to this month Verizon is stating that the modern was never returned and that i was gonna need to pay. The balance that was due i worked out a payment plan to pay it. now they said they never made an agreement and that they are send me to collections. they should have all the call log in their paperwork. and they want me to pay everything by September 8. the amount they are asking has discrepancy with a missing credit for a phone trade in.

  Business Response

  Date: 08/26/2022

  August 26, 2022
  

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

  RE: Complainant: *******************
  Complaint Number: 17749412
  

  Dear Ms. ************************************ you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for ***********************. ********************************* has contacted the Executive Relations department via the BBB stating that it took 7 days
  to have his number ported. He states he returned a internet modem and set an arrangement to make payments for the
  remaining balance. He states he is now being advised the payment arrangement was never set. Please accept this
  letter as confirmation of VZW's response to his concerns.
  

  After a thorough review I have found that there are two account open under ************** name. The balance on the first
  account including the internet gateway box is a credit of $40.00. On the second account ********** canceled his cell
  phone service, however he had completed a trade in promotion submission that would have provided him $800.00 in
  trade in value had he kept the service for the agreed 36 months. The terms of the promotion where broken when Mr. ******* canceled his service and the remaining value has been removed from the promotion. This would leave the
  balance of the financed phone to require payment in full for the remaining balance left. I have spoken to ********** and
  he states that the issue with the phone and the issue with returning the internet gateway (box) have been resolved,
  however he did want to voice his frustration with the process. ********** claims to have spoken to someone in July of this
  year and that this person said he may pay $40.00 per month to pay down the remaining balance on his account which
  totals $961.07. This would be a two year payment plan and this would not be possible by the limitations of our system
  and the accommodation policies of our business. I have reviewed the ********* Services notes from this time frame
  and there is no documentation that support ************** claim that he was offered such an arrangement. I have asked ************** what his opportunities are to pay the remaining owed balance on the account. He states his only offer that he
  will make to us is $40.00 per month. It has been explained clearly to ********** that this is not a payment solution we
  would be able to accommodate. ********** has stated he will not be offering anything outside of this $40.00 a month. Mr. ******* has been advised due to his advise we are not able to protect his account further from collection activity which can
  include affect to credit. ********** has advised he will advise the BBB of our response and I have advised I will also be
  sending our response, however this would not allow additional consideration of his $40.00 per month payment offer. ************** has acknowledged this information and had no further questions regarding the stance on the owed balance.
  

  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: 09/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  From: ******************* <**********************>
  Sent: Tuesday, September 6, 2022 6:02 PM
  To: Better Business Bureau <*****************************************>
  Subject: Re: You have a new message from the BBB of New Jersey in regards to your complaint #********.

   

  I seen what he (********) applied to bbb and thats not true and wasnt any mention at all and from the beginning like I told him when I was traded my x iPhone the store couldnt activate my new phone whole week (7 days) so the manager provided temporary 2 number so I can use the phone but same time manager never told me that theyre going to charged or anything else then by month later Verizon send me a bill that was 2hundred something that I wasnt aware of it so I started call Verizon several days with lots lots time to solve it and finally when I got through and I decided to leave because it was totally harassing, discrimination, tons of stress as an 2nd language, and I lost my promotion program and any one understands that losing between 300to 350 that I could sell the x phone but what I went through was nothing but ****, went several times to store to help me to talk to Verizon agent but nothing other then they have customer or busy then Im not a customer? Same time I returned moderm to the store because I was going to spectrum and dont needed it then 8/11/22 Verizon sent me email with self evenrope to return it otherwise theres gonna be 200 dollars then Im thinking that what Verizon doing to me for few months later so I called asked me if I have proof with receipt and told them its been already few months ago then I went store again and they print out receipt then I call Verizon everything was fine but the day I called was 11:15 and got off the phone with them at 5:30 and it was 6 hrs now last thing that I done with Verizon financial department on early July 2 times made payment plan thatll start on august but didnt set the date to start and I asked them to send me paper statement so Ill know when it starts and July *********************************************************** since I already made payment plan that was 40 dollars month, but marshal said that was credit toward return moderm and hes not true , that 40 dollars is nothing to do moderm and that was my 40 per month payment that I made on 8/21/22 which they sent me email either full amount or 40 dollars and I have pictures taken with confirmation number , then they already sent to collections on 8/2/22 that I find out , marshals asked me to pay with my credit card and pay them for 2yrs too, like I mentioned I been harassing, 

   

  
  
  Regards,
  
  *******************

  Business Response

  Date: 09/08/2022

  September 08, 2022
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  RE:  Complainant: *******************
         Complaint Number: 17749412
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ******************************  In the complaint, ********** stated the following: Been having issues since the beginning. First I had to wait for 7 days to get my number updated from the old carrier. First bill was overcharged. it was not what it was supposed to be. The number on the bill was also a different number. That issue was resolved after a lot of time wasted going back and forth. So I was upset with the service i returned the modern for the internet. From then to this month Verizon is stating that the modern was never returned and that i was going to need to pay. The balance that was due I worked out a payment plan to pay it. Now they said they never made an agreement and that they are send me to collections. They should have all the call log in their paperwork. And they want me to pay everything by September 8. The amount they are asking has discrepancy with a missing credit for a phone trade in. I want the payment plan they agree with to be honored.   Please accept this letter as confirmation of VZW's response to his concerns.
  
  Upon acknowledging receipt of the complaint, ********** requested communication via email.  I sent *** *** the following email:

  Hello **********,

  I reviewed your account and found the number ending in **** was ported out to a different provider on 5/23/22 and the account was disconnected on 6/16/22.   Upon activating service with Verizon, you purchased an iPhone 13 Pro with a device payment agreement.  You agreed to pay for the device over a 36 month period.  Upon termination of your account, the full balance remaining for the device is immediately applied to the final bill.   

  Please be advised, Verizon allows customers to establish device payment agreements at no cost and no interest.  It is expected that the customer will remain with ********************** until the contract expires.  The account does not reflect that we sent you a modem as there was only iPhone 13 associated with the account ending in 1158-1.  The final bill dated 6/16/22 included an $89.62 unpaid balance, $944.18 for the balance owed for the iPhone 13 and a prorate for $12.83.  The total balance due was $1046.63. 

  Verizon offers new customer trade-in promotion at a higher value than the actual market value. Verizon offered you an $800.00 trade-in credit for a device with a market value of $130.08.  You received two trade-in credits totaling $44.52 for the two months billed before you terminated the service. Trade-in credits are applied over the 36 month installment period; however if you terminate the service prior to fulfilling the agreement, all remaining credits are forfeited.    Verizon did apply an additional credit for $85.56 to your account which equates to the full market value of the device you traded.  On 9/2/22, we received a $50.00 payment which reduced your balance to $911.07.  

  Please be advised Verizon offers a maximum of 6 months for payment arrangements.  If you would like to make a payment arrangement to pay the balance due, please contact our financial services team @ ************ for assistance.   Our office does not make extended payment arrangements for customers.  
  In conclusion, your request for extended payment arrangements beyond 6 months is not allowed and will be denied. If you do not make an arrangement to pay the balance within 6 months, the account will be written off and reported to the credit reporting agencies. 

  I have attached a copy of the device payment agreement that shows the terms and conditions associated with the contract.  I will be notifying the Better Business Bureau of our resolution
  ********** responded with more information regarding his overall experience with Verizon and the reason he switched to a different provider.

  I reiterated Verizons policy as it relates to the DPP.  I advised ********** that I would zero out the balance due on the account if he agrees to return the iPhone 13 pro in working condition and no physical damage.  The offer will expired 15 days from the date of this response and will not be extended.   If the account is written off and reported to the credit reporting agencies, it will remain for 7 years and will not be rescinded.

  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,
  
  James 
  Executive Relations Analyst

• Initial Complaint

  Date:08/21/2022

  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.

  I have had verizon service for over 6 months now. For the majority of the time I have had no service, but making payments. I would like a full refund and to cancel my contract. Their phone number is only an automated system that eventually hangs up.

  Business Response

  Date: 08/31/2022

  August 31, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *********************************
         Complaint Number: 17748680
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for **********************************  ************** states that in the few months he has had service with Verizon, the majority of it has been without service but he continued to make payments.  ************** is requesting a full refund be provided and his agreement to be cancelled.  Please accept this letter as confirmation of VZW's response to his concerns.

  Upon receipt of the complaint, a thorough review was completed of the account.  Reviews show that the customer started services on October 19, 2021.  Based on the address that the customer provided via the ******************** complaint, services for the area were reviewed through multiple Verizon tools.  Based upon those reviews, it was determined that the area is regarded as fair to poor.  HD ************* is showing that the service is poor for the area. 

  After the review of the account, information was provided to ************** regarding what was found.  It was offered to provide ************** with a network extender at no cost in hopes of improving the services for him.  It was explained that the network extender would be able to connect to his home Wi-Fi source to boost the cellular service and in essence, provide a better experience with the services for him.  It was explained that the concern is not being closed, as we will continue working with him to determine what options would be available and next steps in hopes of resolving the concern that has been presented.  A follow-up has been created to continue discussing with ************** through the email address that is listed on file for the account, as well as the email address and phone number that have been via the complaint.
  
  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:08/21/2022

  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 signed up for Verizon Wireless back on February 7th, 2022 and did not receive cellular data on the network k even though I am required to pay for it. On the fourth of July weekend, we lost the ability to send and receive text and MMS messages. Then, just last week, we can no longer get or make phone calls. I am not the only person in town that is having this issue, everyone in town that has Verizon is experiencing this issue. I have been calling the Tier 2 tech support department, and they have refused to open a trouble ticket to have the problem fixed. Their response to me was "The only way to get service from us is to put up a tower in your backyard". Verizon Wireless is running a scam in our town by taking money each month from us and not providing service then refusing to give us the service that many of us are paying $120.00 for each month.

  Business Response

  Date: 09/02/2022

  Greetings,

   

  Thank you for bringing this matter to the attention of Verizon Executive Relations. ************************* expressed concerns regarding troubles in making and receiving calls as well as data-related troubles since joining Verizon on February 7, 2022. ************** adds that he was unable to make or receive text messages on July 4, 2022, and then last week, phone call abilities were lost as well.

  
  
  Verizon account records show that the service was established on February 5, 2022. On August 11, 2022, a trouble ticket documented reports of Internet connectivity issues. ************** later called customer service and stated that needed to report a problem with towers in his area. The nearest alert found which was disclosed to ************** was 150 miles away. ************** stated that since July 4, 2022, he has been unable to send or receive texts nor make phone calls consistently. ************** advised that he has not had cellular data in months. ************** added that he is not the only one with the problem regardless of the device make and model. The agent found no local reports of network issues and suggested escalating to Verizon's Tier 2 technical support. Escalations removed call and message blocking from the mobile device and activated Wi-Fi calling. On August 11, 2022, Verizon was contacted regarding signal issues at the location and around town. ************** indicated that his area is surrounded by mountains, which was advised to potentially affect service reliability. ************** declined a loaner extender as it would not resolve issues when not at home. August 20, 2022, Verizon was contacted regarding reports of ongoing signal issues and indicated that replacing sim cards in the past, did not help. During a follow-up on August 21, 2022, ************** was advised the average performance of all devices in the area during the prior 7 days, did not reflect network failures. 
  
  In efforts to exhaust all options, an escalated trouble ticket was created and a response from Engineering showed that ************** lives in a poor network coverage area due to the surrounding mountains and trees. We have contacted ************** to review our findings and ensured to review the alternative resolution to aid indoor usage via network extender or Wi-Fi calling. We regret any inconvenience experienced by ************** as a result of the above matter. Contact information was provided for ************** to relay any further case related concerns to our office directly.

  
  
  Best regards,

  Verizon Executive Relations

• Initial Complaint

  Date:08/20/2022

  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 is refusing to credit back billed usage on lines that were never used on the verizon network!I added two lines on my account over the phone with a verizon representative who stated it will not bill you until they actually port over. Clearly he lied just to get the sale. On 6/4/2022 the lines were added. We did not successfully port them over until 7/26/2022 in a verizon store. That day the store reps and a separate phone call to verizon said don't worry they will obviously credit you back the time those lines were not on the verizon network and were on ATT network which we have confirmed and can show and verizon can see in there systems as well. Therefore there should have been full credits for those two lines of $182.08 x 2 from the June 3rd to July 2nd Bill and prorated credits of most of the month for the July 3rd to August 2nd Bill as these two lines were not actually active on the Verizon network until July 26th. July 26ths was the first day we made a call through the verizon network--before that it was on ATT up until July 25th. So the credit should have been around $500, but now verizon is claiming that:"lines were added to your account on 06/04/2022. regardless you didn't used the numbers or were waiting on the new devices, we charge f the services provided to the lines"That is a quote from **** who was a very unhelpful verizon chat representative. So they charge for services even though there were no services provided. It is unethical to charge for a service when it can be proven it was never active in the first place. On top of that the rep that sold it to me confirmed that I would not be charged until ported over as I said it might be a few days and was concerned about that. So that is also unethical, bait an switch etc. Also a phone rep and a service rep at a verizon store confirmed I would get the credits back but not til the next month. Now they have not showed up and now they say I can't get them. This is very wrong. Shame on

  Business Response

  Date: 08/29/2022

  Upon receipt of this complaint, A thorough review was completed. Our records indicate that on June 4, 2022, **************** initiated two port requests to transfer two phone lines to his existing Verizon Wireless account. The lines of service were attached to customer provided equipment and the port requests failed to complete as an incorrect transfer PIN was provided.
  
  

  Even though the transfer had yet to be completed, the phone lines began billing on his wireless account awaiting authorization. On July 26, 2022, the port request had expired and the phone numbers were systematically changed to Verizon numbers. On this same day, **************** initiated a second port request for the same numbers to be transferred. The numbers successfully activated and the two previous numbers were disconnected. 
  
  

  As the original port request was not verified and never activated, **************** requested the charges, associated with the two lines, be refunded. He was advised that the charges would not be adjusted as he was responsible for completing the request. 
  
  

  The **************** contacted **************** on August 29, 2022 and apologized for the frustration this experience has caused. Due to the failed port request, we placed a $413.56 adjustment towards the account as a courtesy. The adjustment is in reference to the prorated charges and one time fees for duplicate port requests. **************** is satisfied with our resolution as all concerns have been addressed.
  
  

  Verizon Wireless appreciates the opportunity to address your concerns. If you have any further questions or concerns, you may contact me directly toll free at **************************, Monday through Friday between the hours of 8:00 AM to 5:00 PM EST.
  
  

• Initial Complaint

  Date:08/20/2022

  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.

  Very bad experience I am currently 7 months with Verizon Wireless it has been a nightmare this pass two weeks. It all started August 01, about after 10pm I received an email that I requested a number change I did not, I couldnt get hold of Verizon because their customer care is 8 am to 7pm. On August 2 I called Verizon they were able to reverse my phone number but from there on it all went out of control.The five line account got change or ported with out my consent I have called Verizon 3 - 4 times per day, everyday I will receive messages that my lines are being ported, suspended, that I have authorized new manager on the account this has been done with out my consent, last Wednesday I was on the phone with a Verizon rep. *** in real time someone order a phone the rep. Had to canceled the order.Prior to this I have talked with customer care, fraud, the number port **********************, tier 1 and tier 2 tech support no one could figure out how to put a stop to what were happening, I have been hung up many times trying to get someone to fix the issue by the way prior to the phone order the fraud department said it was not fraud finally on August 10th Verizon noted the account as fraud.On August 15th, I was on the phone for five hours and thirty minutes after my phone number was ported, no one from Verizon can figure out how to get my number back to me I have spoken to every department trying to get my phone number back, the manager **** told me that she will have to call me back on August 16th to figure out how to get my phone number back while this was happening I went to the ******** store to port my phone numbers due to Verizon loosing my number I couldnt get ******** to pay off for my phone because my phone number is associated with me as the account holder/manager. I have called Verizon this morning they still cant figure out how to get my phone number back to me, I was promised a call back so far no call from Verizon.

  Business Response

  Date: 08/23/2022

  August 23, 2022
  

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

  RE: Complainant: *****************
  Complaint Number: 17746008
  

  Dear Ms. ************************************ you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
  *****************. ********************* has contacted the Executive Relations department via the BBB stating that the numbers on
  his account continue to be ported out without his consent. Please accept this letter as confirmation of VZW's response
  to his concerns.
  

  I have spoken to ************ and he claims the number was ported out without his authorization and that it was done
  fraudulently. I have spoken to the fraud department and they state there has not been a port processed or requested
  for his account. I have spoken with Fraud and they state a number of telephone number changes occurred since 08/10
  /2022 and the customer has been going back and forth between ***************** Technical Support, the ***********
  and the Fraud Department trying to get his number ending in **** back. The **** number was changed to **** on 08
  /15/2022 however the number changed began on 08/10/2022. ************ has now left Verizon Wireless because of
  these concerns and is asking that the remainder of his *** and service charges be waived. The Device Payment
  Agreement (***) #********** has a remaining cost of $733.26. There is no balance owed on the account currently.
  The number could not be changed back due to the number being in the aging status according to remarks on the
  account. I have spoken with leadership and it is not understood why the account verification changes including
  MyVerizon password changes and PIN changes on the account did not resolve the person who is requesting for the
  phone number changes from occurring again and again. I have spoken to ************ and explained the findings. I have
  advised I would offer to waive half of the remaining cost of the Device payment Agreement. ************ is keeping the
  device and may use the device with his new carrier if he prefers. The remaining cost of the *** is $733.26 and I have
  offered a credit of $367.00 of this amount. ************ has accepted the offer and the credit has been applied. After the
  line was disconnected it was discovered that ************ received a $500.00 promotional gift card that was then charged
  back. I have also waived this as a courtesy.
  

  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: 08/24/2022

  [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:08/19/2022

  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.

  May 14 I decided to change phone companies and went with Cricket, at that time the Cricket employee had to call Verizon in order to transfer my phone number, I spoke to the Verizon employee and told him to cancel my account, he said he did.In June I received an email from. Verizon telling me they were deducting about ***** from my bank, I didn't understand why since I was no longer using them. Since I did not have an account I went to a local Verizon store and they said my line for my IPad was still active, they contacted a lady at Verizon and had me tell her what was happening after spending an hour on the phone with her she assured me my account was closed and I did not owe the ***** , I am still getting emails and now I owe 120! I spoke to a Verizon representative today and he said the only thing I could do is pay what I owe so they could reinstate my account and then I could call to cancel the account, I told him I don't owe Verizon anything because they were supposed have closed my account back in May when I changed phone companies! This is not my mistake , I did not ask to keep any line open, I was Changing phone companies because Verizon was charging too much for their service!I don't know what else to do as I can not get their representatives to fix this issue even after they assured me they had!

  Business Response

  Date: 08/26/2022

  August 26, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *******************************
         Complaint Number: 17745374
  
  
  Dear Ms. **************** style="box-sizing: border-box;">
  Thank you for contacting Verizon Wireless (VZW).  This letter is in response to the above-referenced complaint for ******************************** *********************************** contacted the **************** via a Better Business Bureau complaint in regard to disputing a final bill. Please accept this letter as confirmation of VZW's response to her concerns.
  
  
  Per review of the account, ******************** disconnected the mobile number ending in **** on May 16, 2022. There was a disconnection request submitted for the mobile number ending in **** on June 19, 2022. The disconnection of the line was never completed. As a resolution, the **************** applied an adjustment in the amount of $88.35 to zero the balance as a one-time courtesy. The mobile number ending in **** is currently in suspended status. ******************** would need to contact **************** to complete the disconnection of the mobile number ending in **** or she can disconnect the line of service online via her My Verizon account. The **************** considers the case to be in closed status.
  
  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,
  Liyah
  Executive Relations Analyst

  Customer Answer

  Date: 08/27/2022

  
  Complaint: 17745374
  
  I am rejecting this response because: I spoke to their customer service already, they want me to pay the balance and then re start my account and then call to cancel my account again, they should have closed my account completely when I changed phone companies, since THEY did not do this correctly I don't feel that I need to spend more time on the phone with their customer service to close this acct. I no longer have any information about my account with Verizon, I have disposed of any past bills due to thinking I was no longer with this company. I can not believe that they can't close this open phone line without having me call them. I feel I did everything correctly to end my business with Verizon the day I went to a Cricket store and started my service with them, while there we had to contact Verizon to transfer my phone number  had asked if my account was closed ,they confirmed YES.
  
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 09/07/2022

  September 07, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *******************************
         Complaint Number: 17745374
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above-referenced complaint for ******************************** *********************************** contacted the **************** via a Better Business Bureau Rebuttal complaint in regard to having to contact **************** to disconnect a line of service. Please accept this letter as confirmation of VZW's response to her concerns.
  
  
  Per review of the account, ******************** disconnected the mobile number ending in **** on May 16, 2022. There was a disconnection request submitted for the mobile number ending in **** on June 19, 2022. The disconnection of the line was never completed. As a resolution, the **************** applied an adjustment in the amount of $88.35 to zero the balance as a one-time courtesy. We have confirmed that all mobile numbers on the account have been updated to a disconnected status. 
  
  We advised ******************** that she will no longer receive any communication from Verizon Wireless in regard to the account. We advised ******************** that internal feedback/coaching has been provided in regard to the line of service not being disconnected when originally requested. The **************** considers the case to be in closed status.
  
  
  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,
  *****
  Executive Relations Analyst

  Customer Answer

  Date: 09/07/2022

  [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:08/19/2022

  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.

  Our rates were raised in June, July, and August. We are under contract, so our rates should remain the same and we should be notified of any rate change before it hits our bill. However, they refuse to explain why the rates are going up or how they can do that during the middle of our contract.

  Business Response

  Date: 08/24/2022

  August 24, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *************************
         Complaint Number: 17744410
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for *************************. Ms. ************;expressed concerns regarding the recent surcharge increase. Please accept this letter as confirmation of VZW's response to her concerns.
  
  Based on review of the account, the recent increase is due to the ***** ***************** Charge (TUSC). The TUSC is a surcharge that recovers costs of ***** ***************** Fund assessments imposed on Verizon by the ***** ************************* (***) to support universal service. Effective August 1 2022, the ***** ***************** Fund assessment rate was increased from 3% to 24%.

  
  All funds collected by Verizon from this surcharge will be paid to the **** The *** uses the ***** ***************** Fund to:

  Keep telephone rates affordable service to high-cost rural customers
  Support schools, libraries and health care facilities
  Assist low-income customers, and
  Fund the Relay ***** and *********** Telecommunications Assistance programs for persons with hearing impairments.

  
  Additionally, our **************** Team provided a one-time $15 adjustment on August 19, 2022. ****************** has expressed appreciation for providing the explanation.
  
  Should you have any questions regarding this correspondence, I can be reached at ************.  My office hours are 9:00 AM - 6:00 PM ET, Monday - Friday.  Thank you. 
  
  
  Sincerely,
  Executive Relations Analyst

• Initial Complaint

  Date:08/19/2022

  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 advised me if I couldnt get to an hour away drive to repair my iPhone, if I called, they would drop the $50 charge. When I called on 8-19-22, they said they wouldnt credit me the charge.

  Business Response

  Date: 08/23/2022

  Thank you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for *********************************. ********************************* contacted the BBB regarding billing.  Please accept this letter as confirmation of VZW's response to her concerns.
  
  ********************************* stated she was advised if she was unable to have her phone repaired we would waive the $50 charge. She mentioned she called on August 19, 2022 and we were unable to waive the charge.
  After further review, we show there was a charge of $49 on line ending in **** for a replacement device that was sent to her. We show ******************** spoke with technical support on August 17, 2022 regarding the microphone on the device not working properly. Technical support advised there would be a $49 replacement fee since there was not an extended warranty on the account. We were unable to substantiate a claim of the fee being waived. The fee is charged when customers have device issues that are eligible to be repaired and within range of a repair location; however the customer opts for a replacement device instead of having the device repaired.
  As a one-time courtesy we will waive the $49 charge on the bill. The credit was applied to the account on August 23, 2022 and ******************** can expect to see the credit on the next bill.
  To avoid this fee in the future we would recommend for ******************** to take the device to one of the repair centers provided. In the even the repair location is unable to fix the phone the replacement is sent to the customer free of charge as long as there is no physical damage to the device.