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

  3750 A W. Market St. Akron, OH 44333

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  Verizon Wireless

  2071 W. 4th St. Mansfield, OH 44906

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  Verizon Wireless

  1017 Cinti Mills Dr Cincinnati, OH 45240

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  Verizon Wireless

  6250 Hamilton Middletown Rd Middletown, OH 45044

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:08/19/2022

  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.

• 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.

  Generally I am happy with my verizon service. I have been a customer since they took over AirTouch all those years ago. However, every once in a while I end up with billing issues most of the time I can get these straighten out with an agent. But this time I couldn't.Back in Nov/Dec 2020 we got 4 new ****** Pixel 5s. It was supposed to be ****. Well we've done this plenty of times in the past where we got new phone lines for the 2 free phones, the in store reps confirmed we could still call and switch the phones back to the old lines when we got home by calling customer support. Well this time I had issues and even some of the agents were surprised. After going through several agents it was supposed to be fixed. But it was not. The agent was able to remove the device payment agreement from the ************ line but as soon as she tried to actually cancel the line and attach the agreement AND the **** discount to the old line ************ it was going to cancel the credit. So she canceled the **** # and tried to change the **** # to the **** # and it wouldn't let her so we LOST the # completely. Thankfully this was my teenagers line and he didn't care if he got a new # or not. However, the ************ has been my dads # FOREVER (like **** or something) so we did not want that # changed no matter what. Well, the agent got her manager on that one and got the device and the payment agreement switched over to the **** # and he was supposed to get the **** credit on there too. But apparently that never happened. I reached out a second time around Apr (not sure exact date) 2021 after I noticed the credit never got on that line. Again after speaking with a manager it was supposed to be fixed. IT IS STILL NOT FIXED and we are STILL GETTING CHARGED FOR 3 phones instead of 2.

  Business Response

  Date: 08/24/2022

  ************************************************************** 23, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: ***************************
         Complaint Number: 17741431
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ***************************. ******************** expressed concerns about a buy one get one free promotion.  Please accept this letter as confirmation of VZW's response to her concerns.
  On January 4, 2021, the account purchased four devices on the Buy One Get One (BOGO) Free Promotion. The promotion required a new line. The two lines ************ and ************ were not eligible for the promotion because neither are new lines. On January 7, 2021, customer service completed a line reduction to make the lines eligible for the promotion. The account never received the credit for the BOGO.
  The **************** apologizes for any inconvenience this matter has brought. I explained to ******************** a line reduction would not make a line eligible for a promotion. ******************** understood. I added the promotion to line ************. The promotion will be a reoccurring credit of $29. The prior 19 months will be backdated on the next upcoming bills and the remaining 5 months will be added going forward. I placed a $4 adjustment to the account to equal the full credit of $700. I removed Verizon Cloud from MDN ************,************ and ************. ******************** was satisfied with the resolution. The **************** considers this case closed. 
  Should you have any questions regarding this correspondence, I can be reached at ******************************.  My office hours are 7:00 AM - 4:00 PM ET, Monday - Friday.  Thank you. 
  
  
  
  Sincerely,
  Mariela 
  Executive Relations Analyst

• Initial Complaint

  Date:08/18/2022

  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.

  I inquired about their internet service and their iphone12. They stated I could try their service for 30 days if not pleased I can bring it back. No charge I was not happy with the service so I returned the phone and Internet modem. When returning their merchandise they failed to mention there would be a $50. Restocking fee. And also charged me an additional fee for my old phone $35 to turn it back on and also made me pay an additional $40 to get the phone turned back on for my prepaid account which would not be accredited to my account as a credit since I already paid for the month I have been a customer with ********************** for many years and Im very disappointed with the service I received

  Business Response

  Date: 08/19/2022

  August 19, 2022
  

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

  RE: Complainant: ***************************
  Complaint Number: 17735905
  

  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 he
  could try out the Verizon Wireless post paid service for 30 days and if not pleased he can bring the phone back. He
  states he decided to go back to his prepaid account and he is now being charged a $50.00 restocking fee, a $35.00
  activation fee for the post paid account and a $40.00 activation fee for the prepaid activation. Please accept this letter
  as confirmation of VZW's response to his concerns.
  

  I have spoken with ******************** and he states the sales agent he worked with stated that he can test out the post paid
  service without cost to him for 30 days. He feels they hid the fact that there where charges associated with restocking
  the device. He states he was not advised there would be a $40.00 charge to reactivate his prepaid account. He states
  he was advised of the $35.00 activation fee for the postpaid account, but it was advised at the end and felt the sales
  agent slid it in quickly and kept the conversation moving to avoid having to answer to a dispute due to him previously
  advising there would be no extra costs. I have apologized for his experience and the way the sale was conducted. I
  have offered to waive the remaining balance on his post paid account totaling $85.19. He has accepted this offer and
  thanked me for the assistance.
  

  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

• Initial Complaint

  Date:08/18/2022

  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 16, 2022 (37min 33sec) I spoke with a Verizon Wireless representative in regards recent warranty replacement of my Galaxy ****** 3 on June 7, 2022. I explained to the gentleman I continue to have the same issue, phone continues to overheat while operating apps, Android Auto, charging wirelessly and via chord. was replaced under warranty as a result of overheating. The gentle explained since the phone was recently replaced the process this time around would require me to go directly to a corporate store. He sent me the address to nearest location (27 miles) in which I went the following day. August 17, ************************************************************************************************* they were unable to assist and should've been handled by customer service. This then became a vicious back and forth, multiple calls with no resolution. 3:28PM EST - 14min 16 sec 3:43PM EST - 44min 36sec 4:28PM EST - 1hour 1min 42 sec August 18th 1:31PM EST- 1hour 21min 20sec - Unable to assist and call disconnected 2:57PM EST - 16 min 44sec - Refused to transfer me to a supervisor, placed me on hold, ****** finally answered and stated she was unable to hear me and disconnected the call. 3:14PM EST - 27min 56 sec - Transferred me to Tier 2 and upon transferring the call I was disconnected. 3:42 PM EST - 16 min 15 sec 3:59PM EST - 17 min 48 sec I have been more than patient. I currently own 2 ************* 3, both purchased in September, one recently replaced on June 7th as stated above for overheating and the other with known defect, screen cracked at the hinge. Verizon has stated multiple times my phone is still under 1 year warranty and recent replacement covered under the 90day warranty. No one is able to assist, continued run around with not support.

  Business Response

  Date: 08/19/2022

  Good Morning,

  ****************** submitted a dispute through the Better Business Bureau regarding the devices she is currently using with Verizon Wireless.  She advises that she purchased the ******* Z **** 5G and ever since she has had issues and multiple replacements.  Recently, she spent hours on the phone trying to get a replacement, which resulted in her filing this complaint.  ****************** is seeking assistance with getting the devices replaced.

  Upon receipt of the claim, we investigated the account to get an understanding of what had taken place.  Records indicate that ****************** has been a customer for nearly 8 years and has never had a late payment.  Since the purchase of the new devices, she has had to replace one of them 2 times and continues to have issues.  The second purchase is in transit to a ******* Authorized Dealer to have the screen replaced due to a widely known defect.  ****************** has made 10 of 30 payments for the devices in question.  
  
  In an effort to settle the matter, we spoke to ****************** and offered a forced buyout of the remaining device payment agreements.  With this, the remaining balances of the devices will be accelerated to her next invoice and we will apply a credit for those charges.  This will allow her to enter in to a new device payment agreement for devices that will suit her needs better.  ****************** is satisfied with this resolution and we consider the matter closed.

  If you have any further questions or concerns, please call me at ****************************.

  Thanks,

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

  Customer Answer

  Date: 08/23/2022

  
  Complaint: 17735554
  
  I am rejecting this response because:

  I spoke with ****************** on Friday and although the matter seemed to be resolved as of today the following remains open; Second device was unable to be repaired by Best Buy, they indicated they are not authorized dealers anymore and no longer have a contract with Verizon. I've been trying to contact **************** and extension is not recognizable by their automated system. As a result, I've left several messages on ******* voicemail in efforts to reach ****************** with no success. In reference to credits, a balance adjustment was made for one device, however since forced buyouts were applied for both devices and only one credit applied my account is currently reflecting balance due of $1380.14 on next bill. Perhaps you able to reach **************** and have him call me to resolve. Your attention in this matter is greatly appreciated and I look forward to a response. 

   

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

  Business Response

  Date: 08/31/2022

  Upon receipt of this complaint, a thorough review was completed. We contacted ******************* to discuss her concerns. She advised of the second $1199 credit not appearing on the invoice. Additionally, she added, the ******* device on her line had a crease in the middle and while this was a known ******* issue, she was not happy with their replacement process, as it involved being without a device for two weeks. 
  
  After a thorough review of the account, we have determined that it would be appropriate to accommodate the account as a one time gesture of good faith by issuing a Certified Like New Replacement. However, any future replacements referencing the aforementioned defect would be directed to *******. We have confirmed the device has been activated, and received verbal confirmation the defective device will be shipped back to the warehouse no later than September 2, 2022. Lastly, we confirmed the $1199 credit has been applied and is reflected upon the account. 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
  
  

• Initial Complaint

  Date:08/18/2022

  Type:Billing 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 is continuing to bill my Discover Card for a phone which I no longer have. My husband evidently used this phone at one time, and we could not find the phone or account documentation in his files after he died in 2020. My daughter has tried to cancel this arrangement multiple times, calling the number on the transaction detail *************), but without the account number or phone number, she cannot get through the automated attendant to an agent. Verizon stores see the account under my husband's name, ******************************, but because we do not have his access code, we cannot get in to cancel. Right now, I have to dispute the charge every month to have the charge removed. I just want to cancel the Verizon account so they will stop billing my Discover Card. Please help!

  Business Response

  Date: 08/19/2022

  August 19, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: ***************************
         Complaint Number: 17734528
  
  
  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 an active account under her husbands name. ***************** has informed that her husband has passed away and a Verizon account payment continues to take from his bank. She is requesting assistance with canceling the account and stopping the payments. Please accept this letter as confirmation of VZW's response to her concerns.
  
  Upon review of the request, **************** was contacted and stated that she was the daughter of ****************. She was able to provide information to locate the prepaid account in question. The account reflected one active service line.
  
  Our office was successful in reaching Ms. *** to complete her request. Our office canceled the prepaid account and confirmed that the banking information has been removed. Ms. *** 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

  Customer Answer

  Date: 08/23/2022

  [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:08/18/2022

  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 will start with I am a long time customer with **********************. My husband finally decided he wanted a mobile phone so I ordered one for him from Verizon. It arrived on July 20, ******* Sunday, July 24, 2022 I went to the Verizon store at ********* and ****** in ******. The girl that waited on me told me about a special that Verizon just started. You had to have four devices , and it would be $30.00 per month per device. I told her the phone she set up would be the third phone and we also had an ipad. So currently we had two phones, we were adding a third that day and and ipad that we were also paying on for several years. She couldnt find the ipad account so she gave me a new SIM card to install in the ipad and a new phone number. I was confused at this time and so was she. She told me that she hadnt been trained on new offer. So, I went back the next day and she said she was wrong and she couldnt use the ipad as a fourth device. We started over again because I wanted to upgrade to unlimited. She called someone to get help So, I went back the next day and a very condescending ( another employee) basically told me it was what it was. My bill had posted on Verizon app and they had charged me for an activation of $***** for the ipad that I already had for years with Verizon. The old number was ************. And how do I know that?? Because I just got a bill for $40.08!!My old account number is *************** Invoice number. **********. Yesterday, your customer service offered me $15.00 to resolve this. No I have to watch every *****. I believe you owe me ***** for ipad activation and $40.08 because my old account was never cancelled when I changed plans. Total $75.08 Thank you for your time.******************* ****************************************************************************************** 520 ******* *******************

  Business Response

  Date: 08/19/2022

  Upon receipt, the account was thoroughly reviewed.  Our representative failed to consolidate and close a tablet account with a phone line account, creating duplicate charges for service and an unnecessary tablet activation fee.  We have credited those charges and closed the tablet account.  Our customer is satisfied with this resolution.
  

• Initial Complaint

  Date:08/18/2022

  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.

  Long time customer with (Air Touch) now ********************, unauthorised account access by Verizon Wireless and Fraudulent ordering a Cellular Phone on my account. Breach of contract by Verizon, to allow 3G cellular phones on Nationwide Network until Dec 31, 2022.I have been told by an agent of Verizon that a cellular phone was sent to my residence and it will be activated in 30 days and my current cellular phone will be "switched off".

  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: 17733895
  
  
  Dear Ms. ************************************ you for contacting Verizon.  This letter is in response to the above-referenced complaint from ****************************  **************** expressed concerns with our network changes and his ability to use his old device after December 31, 2022. Please accept this letter as confirmation of Verizon's response to his concerns.

  As Verizon continues to build for the future, we are actively decommissioning our 3G CDMA network and expect to be completed by no later than December 31, 2022.  The customer can review the details regarding our network change in full at https://www.verizon.com/support/knowledge-base-218813/. 
  

  As a courtesy, Verizon has shipped **************** a brand new device at no cost on August 16, 2022.  Based on an account review, he indicated he will be returning the device.  If he does return the device, he will need to purchase his own device then prior to December 31, 2022.  We consider this matter resolved.
  

  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: 08/24/2022

  
  Complaint: 17733895
  
  I am rejecting this response because:

  In my view; Verizon Wireless, used my account without my knowledge to purchase said device, caused anxiety to my person not knowing whom violated my account, forced an upgrade of a lesser quality device with the THREAT of current device being forced off network prior to Dec 31, 2022. 

  Committed Identity theft by accessing my account without authorization.

  Made my purchasing of a replacement cellular phone on 24Aug22 very difficult wasting over 3 hours of my time to rectify problems caused by said Company.
  
  
  
  Regards,
  
  ***************************

  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: 17733895
  
  
  Dear Ms. ************************************ you for contacting Verizon.  This letter is in response to the above-referenced rebuttal from ****************************  **************** states Verizon accessed his account without his authorization and placed an equipment order. Please accept this letter as confirmation of Verizon's response to her concerns.
  

  Verizon owns the account in question, therefore the equipment order was not fraudulent nor unauthorized.  The Verizon **** network is retiring on January 1, 2023. Select customers were being sent a free LTE basic phone to replace their current **** device.
  

  Changing to an LTE device ensures customers can continue their service uninterrupted after the **** network is retired. He was notified several times this year of the upcoming changes and prior to August 2022, he had made no effort to change his equipment.  We shipped him a device at no cost as a courtesy.  No identity fraud was committed. We consider this matter resolved.
  

  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
  

• Initial Complaint

  Date:08/18/2022

  Type:Billing 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.

  Account #*********-00002 - Two months ago I ordered a phone & immediately cancelled the order after seeing I could not afford how much it was going to cost. I never received this phone, but charges for this phone, plus a line charge for this phone were put on my bill & never removed & now receiving late charges & threatening messages after I have made numerous requests for this to be corrected. My bill should be $66.70 as it has been for years & always paid on time. Please see if you could help me get my bill corrected & have them remove those incorrect charges. I am 82 on a limited income and would really appreciate your help as I have had no luck in getting them to correct these fraudulent charges.

  Business Response

  Date: 08/25/2022

  Upon receipt of this complaint, A thorough review was completed. Our records indicate that on June 24, 2022, ****************** purchased a smartphone and updated the data limited plan to an unlimited talk/text/data plan. As she found that the bill would significantly increase, she contacted Verizon to cancel the order. The order was in transit and we requested it be canceled and sent back to Verizon.
  

  The order was returned and the associated charges were refunded as well as the 36-month device payment agreement canceled. The phone line was disconnected on July 16, 2022 along with the data limited plan being attached to the account.
  

  Due to the phone line not being disconnected, once the return was processed, as well as the plan change being future dated to begin on the next bill cycle, the bill increased by $144.62. ****************** made her regular bill payment of $66.70 causing the remaining balance to become past due.
  

  The **************** contacted ****************** on August 19, 2022 and apologized for the frustration this experience has caused. Due to the one time charges, we adjusted the bill and the past due balance was credited. We advised her that the data limited plan has recently increased by $12 due to a plan rate adjustment.
  

  Her current 3G basic phones will be obsolete as of December 2022 and she qualifies to receive two 4G basic phones, at no cost, as well as waived upgrade fees.
  

  ****************** requested time to review the device offers. The **************** has made numerous contact attempts to further discuss her account and ****************** has failed to respond to our calls and emails.
  
  

  For this reason, the **************** is unable to confirm that Ms. ******** concerns have been resolved.
  
  

  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.
  
  

  Customer Answer

  Date: 08/26/2022

  
  Order details
  Order placed 08/26/2022
  Order number 622442
  Location code D106501

  
  I did not order these phones & they are now going to be charging me lines for them.
  
  
  
  Items *************************************************************** Kazuna etalk in black
  Mobile number XXX-XXX-0112
  Device/SIM ID ***************
  Tracking number 1Z7R162Y3566916162
  Gemalto GTO Juice SIM Preinserted
  Mobile number XXX-XXX-0112
  Device/SIM ID ********************
  Tracking number 1Z7R162Y3566916162
  
  
  
  
  Shipping information
  Ship to *****************************
  Complaint: 17733593  Now they are sending me more phones and will be charging lines for them See attached:
   
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 08/31/2022

  The **************** previously spoke to ****************** on August 19, 2022 regarding an order to add a third phone line with a smartphone device. After ordering the device, she decided to cancel the order as the bill would significantly increase. The device was returned and yet the phone line was not disconnected causing additional billing. 
  
  

  The **************** resolved the issue by adjusting the charges associated with the smartphone line. We confirmed that her current 3G basic phones will become obsolete as of December 31, 2022 as Verizon is discontinuing the 3G CDMA network. For this reason, we offered to upgrade her to 4G basic phones at no cost. She requested time to review our offer and failed to respond to our calls and emails. For this reason, we considered her concerns resolved and closed the complaint.
  
  

  On August 26, 2022, ****************** contacted the **************** regarding device orders that were in transit to be delivered to her residence without her consent. After a further account review, we confirmed that the account qualified for two 4G basic phone upgrades at no cost and without a contract. 
  
  

  The upgrades were systematically processed to ensure she receives 4G capable devices in order to continue service. 
  
  

  ****************** disputes this program as she dislikes the devices that were ordered. The order for her husbands phone had not yet shipped and per her request, we canceled and voided the order. 
  
  

  The order attached to her phone was in transit to be delivered. I canceled the order and requested *** to return the package to Verizon. As of August 29, 2022, the package is in transit to be returned to Verizon. 
  
  

  As the canceled orders were attached to existing lines of service, additional charges will not incur. We opted out of the account of future systematic upgrades and ****************** is responsible for upgrading the devices to compatible 4G equipment in order to receive service. She 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.

  Customer Answer

  Date: 09/03/2022

  [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:08/18/2022

  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.

  I have called many times to tell them to stop billing me. They confirmed that it their mistakes, wasted many hours to help them fix their mistake, but they still insist they have zero amount of responsibilities or care toward customers. I was suppose to get notified for the adjustment they did and they did not notify me whatsoever of the adjustments been made or not! Today I get a new bill notification even though my account and the devices I purchased were all retuned or cancelled within the allowed time they offer. I cancelled everything. They got their devices back! They should not bill me for anything.. This is my account number: *********

  Business Response

  Date: 08/19/2022

   August 19, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *****************************
         Complaint Number: 17733533
  
  
  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 have called many times to tell them to stop billing me. They confirmed that it their mistakes, wasted many hours to help them fix their mistake, but they still insist they have zero amount of responsibilities or care toward customers. I was suppose to get notified for the "adjustment" they did and they did not notify me whatsoever of the adjustments been made or not! Today I get a new bill notification even though my account and the devices I purchased were all retuned or cancelled within the allowed time they offer. I cancelled everything. They got their devices back! They should not bill me for anything.. This is my account number: *******"    Please accept this letter as confirmation of VZW's response to his concerns.
  
  I reviewed the account and fount it was established on 6/22/22 and terminated on 7/14/22.  There was phone usage on the account from 06/21/22 through 07/11/21 from the mobile numbers ending in **** and 6997.   Although the customer terminated the service, he is responsible for the usage and the activation fees associated with the account.  A payment for $139.52 was received on 07/07/22 to cover the 6/16/22 invoice.   To resolve the dispute, I applied a $190.26 credit to the account to clear the outstanding balance.  The account has a zero balance and no further action is required.  

  
  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,
  
  James 
  Executive Relations Analyst

• Initial Complaint

  Date:08/18/2022

  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 been with Verizon for many years. For some reason and I am frustrated with their customer care and finance *********************** ability to assist. I have attempted to explain my account issues multiple times to multiple representatives over the years. Depending on who I get depends on if I am heard and understood. When I originally joined Verizon it was because I felt like the most important part, I was trusting Verizon with all my telecommunication needs. Lately I feel as though my account has been labeled as a problem account or something and no one feels as though they need to hear me out or assist me. I have paid tons of late fees, reconnection fees, agent assist fees and a line I am not even using service on. I have not asked Verizon to do anything except hear me out about a long history of unprocessed or returned payments. I have inquired about canceling a line because I can not afford to buy another phone. My credit score has been dropped tremendously and I no longer feel treated as a valued customer. I do know in part its because of things I have failed to do according to our contract. I just do not believe that not being able to discuss my account and fees in length for clarity and understanding is the right way to do business. I have spent countless amount of hours on the phone with agents and most times its been so frustrating I have let it go snd keep paying even though I am unhappy with the customer service. It feels like an unhealthy relationship that remains only in tact because I can not be without phone service.

  Business Response

  Date: 08/22/2022

  Good Afternoon,

  ******************** submitted a dispute through the Better Business Bureau regarding her Verizon Wireless account and it's current standing.  She advises that she has a line she is paying for that cannot be used, her bills have become hard to pay and she is seeking assistance and someone to listen to her.  

  Upon receipt f the claim, we reached out to ******************** to discuss the matter.  She advised that ************, has been active for months without the use of the device.  This daughter was previously used by her daughter, but the device was lost and by the time it was reported to the insurance company, it was too late to file a claim.  Further, she advised that she has made great attempts to keep the account in good standing, but due to some issues with the payment arrangements that have been made, it has been difficult.  ******************** understands that most of these issues are not the fault of Verizon Wireless, but she is seeking the ability to speak to someone when something arises.  
  
  To provide a quality customer experience, we assisted her with canceling ************, which is the line that is no longer being used.  In addition, we agreed to credit the current balance of $313.81 on the account to allow her to get caught up on other bills and be better prepared for the September 14th invoice that will be coming out.  ******************** is happy and satisfied with the resolution that we provided.  She also has my contact information in case any further issues need to be addressed.  Verizon Wireless considers the matter closed.

  
  If you have any further questions or concerns, I can be reached at ****************************.

  Sincerely,

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