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

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  Verizon Wireless

  3750 A W. Market St. Akron, OH 44333

• 

  Verizon Wireless

  2071 W. 4th St. Mansfield, OH 44906

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  Verizon Wireless

  1017 Cinti Mills Dr Cincinnati, OH 45240

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:08/18/2022

  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 needed a replaced phone and went to ******* around 3/25/2022 and spoke to a repetitive named *****. ***** had me purchase a Verizon phone and told me it would cost $70.00 a month. ***** also informed me that I had to change my phone number. I was not informed of upfront costs and taxes included with purchasing the phone. I also had to sign a contract without being informed of what the financial consequences would be. The original phone was in Italian and extremely difficult to work with. I took the phone back because I could not understand how to use the phone, I was told there was only one other phone I could use with this $70.00 plan. The new phone is difficult to work with and I am not happy with it. In order to replace the phone I had to sign up for a three year contract to pay off the $150.00 phone. At the time because I was told I had to change my phone number all of my banking was frozen so I could not just pay off the cost of the phone. I went to Verizon stores in my area requesting assistance and all they did was try to sell me more expensive phone and new plan that I can not afford. They are also charging me an extra $10.00 a month. I would like to get out of this plan and have my money returned. I would like to keep my current phone number to avoid issues with my banking. My bank is 63 miles up a mountain and I have an old vehicle and am on a very limited budget. My bank has closed it's location in my area. I have attached the receipts and tried to return the phone within ****************************** sign another contract. I have also attached more detailed information on the struggles I was having.

  Business Response

  Date: 08/30/2022

  ************************************************************** 30, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *************************
         Complaint Number: 17732867
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint from *************************. ************************* expressed concerns regarding the device and billing. Please accept this letter as confirmation of VZW's response to her concerns. 
  
  Upon review of the account, services were started on March 25, 2022, on the Start Unlimited Plan which is $70 when enrolled in autopay with a debit card, checking account, or Verizon ***** as well as paper-free billing. The account was enrolled in autopay, however, it was enrolled with a credit card and therefore did not qualify for the discount. The payment method was updated, however, the discount was not applied. ************** continued to contact ***************** however, the issue was not resolved until August 5, 2022. We reached out to ************** and apologized for the inconvenience this matter has caused. We confirmed the account is getting the autopay discount, along with a $10 line discount, to bring the monthly services to $60 plus taxes and fees. Credits have been applied to the account, due to the system issue that did not apply the discount. 
  
  
  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.  Thank you. 
  
  
  
  Sincerely,
  
  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 have up to this point been paying for phone services from Verizon. Their bills are always insane, but it's easier than changing to a new carrier. Recently got charged a $12 fee for what they say is a 3 cent balance that wasn't paid last month. Ok, fine, but I'm paying for 2 lines and only use 1 so I called to cancel the other line. They wanna act like that over 3 cents than they aren't getting anymore of my service than absolutely necessary. So they cancelled that extra line and then said my bill would go from $85-100 down to $72+ which absolutely makes no sense. I questioned it and they said thats the lowest it goes qnd tried to sell me even more data which I rarely use! They're already charging me for data I don't use and now they want to charge me more! How is $72 a month a fair price for phone service? It's not. I'm a nurse and I cannot go without some form of phone, but at these prices I clearly need to find a different carrier. How can they even ask me to pay more for a feature i don't use? ie: data. I want a DETAILED bill telling me what exactly I'm being charged for and not these bills saying account charges which are so ambiguous as to mean anything from basic connection to data to something I purchased.

  Business Response

  Date: 08/26/2022

  August 26, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: ***********************
         Complaint Number: 17732839
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above-referenced complaint for ************************ The **************** received a Better Business Bureau complaint from *********************** in regard to disputing the cost of the monthly billing and requesting to receive a detailed bill. Please accept this letter as confirmation of VZW's response to her concerns.
  
  
  Upon review of the account, there currently is a future-dated disconnect for mobile number **********, set for September 07, 2022. After the disconnection is completed, this will leave one mobile number on the account. The mobile number ending in **** will be an estimated $67.00/month before taxes. We completed a price plan review to verify that **************** is on the best plan and receiving the best value for her money. **************** is currently on the cheapest price plan that we have available on her account. **************** does have an offer available on the account via My Offers that would save her an additional $2.00/month off of the monthly wireless bill. Per OST ******, select customers can receive a $2 line access charge credit for 12 months. The additional credit would bring the monthly bill to $65.00/month before taxes. I added the promotional discount of $2.00 off her plan per month to the account at ******************** request. I advised **************** that the promotional offer will begin on September 08, 2022.
  
  **************** also mentioned being charged a $12.00 Fee on her most recent bill. In regard to this charge, **************** is being charged a Plan Rate Adjustment Fee. Beginning 6/14/22, Verizon consumer customers on older *********** Plans started receiving notifications regarding a price increase on impacted accounts at the account level. The amount of the charge is $6/month for single-phone line accounts and $12/month for multi-phone line accounts. This charge is assessed at the account level. I advised **************** that there was an email sent to her on June 29, 2022, explaining the bill increase. **************** also requested to receive a detailed bill. **************** can access a detailed bill online via her My Verizon account or the My Verizon application free of charge. **************** also has the option to add the detailed billing feature to the account for an additional $1.99/month. **************** accepted all offers. **************** confirmed that we addressed and resolved all her concerns. 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:08/17/2022

  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.

  My husband and I have had Verizon Fios (Acct# ********************* since 1/28/2021. I found out today, 8/17/22, that since 6/16/22, Verizon's Mobile+Home discount only applies to either the mobile OR home account, whichever one is newer, rather than applying to both accounts. On 6/28/2022 we chatted online to an agent about moving our 2 phone lines from **** to Verizon. We were satisfied with the discounts that the agent told us about: specifically, that we would get the Mobile+Home discount applied to both accounts. This would be $10 off the mobile bill, and $20 off the Fios bill. The next day, 6/29/2022, we chatted online with a 2nd agent who confirmed the discount multiple times. Because of this, we were willing to move our phones to Verizon (Mobile Acct# *****************. Although my husband's phone was not compatible with Verizon, we got him a new phone through Verizon for $0/month over 36 months. I asked this agent how I should activate the Mobile+Home discount and she said I should contact customer service once the phones were activated. I did this, and this 3rd agent said she had applied the discount for me and it would show up soon. After our first two bills, I noticed today 8/17/22 that our Fios bill due on 9/1 was still the full amount. After talking to 4 different agents today who sent me back and forth to Fios and Mobile, saying there was a "wireless error", I was told that the discount was never applied by the 3rd agent, and that all we can get is $10 off to our mobile bill. I am disappointed in the inaccuracy, and that the agent did not have the ability to rectify our Fios bill. She offered us options to increase our bill by paying a "discounted rate" for faster internet, which we do not want. We would like what we were specifically promised by multiple agents, which is $20 off our monthly Fios bill. Lots of people have to budget carefully, and it is important for agents to be accurate, and companies to rectify mistakes.

  Business Response

  Date: 08/25/2022

  Upon receipt of this complaint, A thorough review was completed. Our records indicate that ************************* is a Verizon Fios home internet customer and inquired about porting her mobile phone number to Verizon Wireless in order to receive a Mobile & Home bundle discount. She was advised that once the wireless account was activated, she would receive a $10 credit on the Fios home account as well as a $10 discount on the wireless account. For this reason, she transferred her two mobile phone lines to Verizon Wireless on June 29, 2022.
  
  

  On June 16, 2022, Verizon updated the Mobile & Home discount to apply to the newly created account instead of on both accounts. As the change initiated before ************************* transferred her service, her wireless account is receiving a $10 Mobile & Home discount and the Fios account is unchanged. 
  
  

  The **************** contacted ************************* on August 24, 2022 and apologized for the frustration this experience has caused. She was provided outdated information and we have taken the appropriate actions against the representatives that set the false expectations.
  
  

  As this is an error on our behalf, we offered an instant credit of $20 as well as an additional $10 for the next twelve months. The adjustments have applied to the wireless account and will expire on September 3, 2023. ************************* appreciates our assistance and is satisfied with our resolution.
  
  

  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:08/17/2022

  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.

  Over payment of ******. They keep telling me I did not pay July 2022 but I did. I made a mistake with paying on the phone with a pymt of ****** on 8/2/22. The next day a auto pay was taken out of ******. I tried calling multi times then they said I was ok until 8/16/22 when they sent back ****** to my checking then said I did not pay and was going to collection. I spent hours on the phone and talked to multi people. I ended crying and frustrated. So I paid the ****** back. I tried calling and chatting again and can not it through. I always pay my bills to them for25 years. Never been late. They made an error and will not fix it. I am in the whole for ****** this month and it hurts fincinally a lot. Thak you

  Business Response

  Date: 08/24/2022

  Upon review, we noticed that the customer was making manual payments along with her automatic payments, resulting in double payments. We were able to speak to the customer to alleviate this confusion.

  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.

  From: ************************* <**********************>
  Sent: Wednesday, August 24, 2022 2:15 PM
  To: **************************************************
  Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.

   

  My name is ******************************* .  My case I'd # is ********.  I spoke with ******, he is a public relation with Verizon. We solved the complain.  So this case can be closed.       Thank u for everything. You were a great help

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

• Initial Complaint

  Date:08/17/2022

  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 has switched to a virtual assistant, in doing so problems cannot be solved. they throw you into the virtual world with no way to communicate your problems or concerns. we have been with verizon for many years and have finally had enough. the last issue was a warranty issue and they will not send replacement components. so my warranty is useless. they have sent two replacement phones with no battery. cant use the phone without a battery. their virtual assistant launches you into the over seas customer service **** that has no power to resolve issues. they only there to give the impression of a live person to speak with. before that, verizion forced me to but a $1000 phone because they would not provide any means of return, threatened me with collections while the whole time we were calling and asking their help to return the item. they have a customer service record a mile long with me. its all there and documented. i dont have the energy nor the desire to fight with them everytime there is an issue. Verizon has treated us horribly wrong on more than one occasion. perhaps they will listen to this message better than their virtual assistant. Verizon you are dirty and low down. Look at how long my business has been with you. shame on you. Your move !!!!!!!

  Business Response

  Date: 08/25/2022

  Verizon Wireless Executive Relations Team
  PO Box 105378
  *******, ** 30348
  
  August 25, 2022,
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  RE: Complainant: ***************************
  
         Complaint Number: 17731068
  
  Ms. ************:
  Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above-referenced complaint for *******************************. In his complaint, **************** expressed concern about a warranty issue with a replacement battery. 
  Verizon Executive Relations was able to thoroughly review the account ending in 4719-00001 and verified that the number ending in **** placed an order for a certified like-new replacement (CLNR) device on August 2, 2022. The new device, which was a ***** **** V Flip with a device ID ending in *****, was verified as delivered by **** on August 6, 2022.
  On August 13, 2022, another CLNR device was ordered for the number ending in ****. This was another ***** **** V Flip with a device ID ending in *****. This device was verified as delivered on August 15, 2022. According to ****************, both devices that were sent did not have batteries but were just the device. 
  On August 24, 2022, **************** requested Verizon send batteries for the devices, and on August 25, 2022, Verizon Executive Relations informed **************** that we could not send replacement batteries. Verizon Executive Relations offered to place an order for a brand new ***** **** V Flip that would be charged to his account. The total charge for the new phone would be $79.99. Once he received the new phone he would then send back the original phone and the 2 CLNR devices and once Verizon is able to verify that the devices were returned and not damaged, Verizon Executive Relations would credit the account ending in 4719-00001 the total amount for the new phone, making the new phone free. 
  On August 25, 2022, **************** rejected the offer provided by Verizon Executive Relations. Since the offer was rejected **************** will be responsible for the charges of the 2 CLNR devices if they are not returned. If **************** wishes to purchase a new battery for his phone; a new battery can be found on Amazon. Verizon does not sell just the batter for the ***** **** V Flip. 
  This is Verizons final business decision and the Verizon Executive **************** considers the matter closed effective today, August 25, 2022. Should you or **************** have any questions regarding this correspondence, I can be reached at *************************. My office hours are 9:30 AM - 5:30 PM MT, Monday - Friday; or customer service is available at **************. Thank you.
  Sincerely,
  **************************
  Executive Relations

  Customer Answer

  Date: 08/26/2022

  
  Complaint: 177310

  This customer service rep refused to speak with us. It was email as usual. He would not answer any questions on the initial conversation and he informed me that this siituation  outcome is what he says it will be. We have since closed our account with verizon and wiped our rear ends with ************************** Useless representation, chip on his shoulder, no one will tell him how its gonna be. 

  My complaint stands as verizon has refused to warranty the phone they sold me.so far they have sent two replacement phones with no battery. No resolution has been offered as they will not send a battery, but will send a new phone to someone with a battery.

  perhaps *********** could go into amazon himself and search for a new personality. i bet he is one of the ugly people that sits home by himself as no one else wants anything to do with him. 
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/29/2022

  Tell us why here...Verizon Wireless Executive Relations Team
  PO Box 105378
  *******, ** 30348
  
  August 29, 2022,
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  RE: Complainant: ***************************
  
         Complaint Number: 17731068
  
  Ms. ************:
  Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above-referenced rebuttal for *******************************. In his complaint, **************** expressed concern about a warranty issue with a replacement battery. 
  On August 19, 2022, Verizon Executive Relations was able to speak with **************** regarding his case, in which he became hostile and upset, Verizon Executive Relations informed him that we would communicate via email only at that point. As was previously mentioned Verizon Executive Relations was able to thoroughly review the account ending in 4719-00001 and verified that the number ending in **** placed an order for a certified like-new replacement (CLNR) device on August 2, 2022. The new device, which was a ***** **** V Flip with a device ID ending in *****, was verified as delivered by **** on August 6, 2022.
  On August 13, 2022, another CLNR device was ordered for the number ending in ****. This was another ***** **** V Flip with a device ID ending in *****. This device was verified as delivered on August 15, 2022. According to ****************, both devices that were sent did not have batteries but were just the devices. 
  On August 24, 2022, **************** requested Verizon send batteries for the devices, and on August 25, 2022, Verizon Executive Relations informed **************** that we could not send replacement batteries. Verizon Executive Relations offered to place an order for a brand new ***** **** V Flip that would be charged to his account. The total charge for the new phone would be $79.99. Once he received the new phone he would then send back the original phone and the 2 CLNR devices. Once Verizon is able to verify that the devices were returned and not damaged, Verizon Executive Relations would credit the account ending in 4719-00001 the total amount for the new phone, making the new phone free. 
  On August 25, 2022, **************** rejected the offer provided by Verizon Executive Relations. Since the offer was rejected **************** will be responsible for the charges of the 2 CLNR devices if they are not returned on time. If **************** wishes to purchase a new battery for his phone; a new battery can be found on Amazon. Verizon does not sell just the batter for the ***** **** V Flip. 
  This is Verizons final business decision and the Verizon Executive **************** considers the matter closed effective today, August 29, 2022. Should you or **************** have any questions regarding this correspondence, I can be reached at *************************. My office hours are 9:30 AM - 5:30 PM MT, Monday - Friday; or customer service is available at **************. Thank you.
  Sincerely,
  **************************
  Executive Relations
  

  Customer Answer

  Date: 08/30/2022

  
  Complaint: 17731068
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***************************

  **************** didnt become upset until he was told that he would not have his questions answered by ************************ **************** tried many times over to reason with the ************************** He would not answer questios about the customer service he claims to be providing. This is on Verizon. They became upset when we told them that we had enough of their failed customer service policies and was moving to ATT. This is when ************************ really tried to make things difficult. I was informed that he would no longer speak with me by phone, it would be email only. Please have verizon to listen to the recoreded conversation to see it was their rep that caused such a failure. The ********* that responded has no idea what happened, she simply was not involved with the conversation. Now she wants to weild her power and authority as it makes her feel important. However she is a liar, as well as **************************  The wizzard of OZ thought he was powerful also until **** pulled the curtain back and exposed the frauds. You have proven that you and verizon are liars.

• Initial Complaint

  Date:08/17/2022

  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.

  I purchased new iphone13 for my son Dec 7, 2022 only because the Verizon rep in the *****, ** store, ****** stated we could get a $440 credit for my son's current phone (which he was already using as part of our Verizon plan). My son lives in ******, so we had to mail his trade-in phone in after receiving the new phone. I called customer service on 12/10/21, was told the trade-in processed and was emailed a *** label to return the old phone. I called multiple times and visited the store over the past 8 months, each time being told the credit should appear on my next bill, but I still have not received the credit. Each time I call they have no records of my previous call & I have to go through the whole story & give them all the info again: package tracking # for trade-in phone: 1Z90A26F9030741749, trade-in offer UNLRQDDPPFRP, etc Each phone call takes at least 1 hour.12/10/21 spoke to customer service ********* she initiated trade-in promo $440 1/1722 spoke to ********* (this rep was extremely confused and I got a text saying she was ordering me another phone - I had to tell her I'm not trying to order anything!)3/30/22 visited Verizon store where I originally purchased the new phone & was offered the trade-in deal. They said my trade-in phone had been received 01/05/22 and processed 03/11/22 & I should get the credit 4/03/22. 6/23/22 spoke to ************** she could not find evidence in computer that I had ever called, nor that trade-in was initiated. She said she fixed it "opened pending promo correction", gave case ID/ticket# ************* said I should get credit on next bill 7/13/22 contacted online support through my Verizon account online. They said they couldn't help me. I asked for a supervisor number since regular customer service had not worked - gave me "trade-in team **************" I then called that number and spoke to ******. He said he resolved it and I will get credit next bill. Transaction #*********. New bill 8/13/22 still no credit

  Business Response

  Date: 08/23/2022

  Thank you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ************************** Please accept this letter as confirmation of VZW's response to his concerns.
  
  
  ************************* contacted the **************** via the BBB regarding a device promotion. In her complaint she states she was offered $440 for the trade in of a device on his new purchase but has not received credit.
  
  In review of the account we were able to locate the device that was sent in as part of the offer. It appears no trade submission was received to process the device as a trade in and apply the promotion. As a resolution the **************** applied the missing promotion. The **************** spoke with ******************* regarding the promotional concerns and ******************* is satisfied with the solution provided.
  
  Should you have any questions regarding this correspondence, I can be reached at ******************************.  My office hours are 8:00 AM - 3:00 PM ET, Monday - Friday.  Thank you. 
  
  
  
  Sincerely,
  Fatimah 
  Executive Relations Analyst

  Customer Answer

  Date: 08/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. As long as we do in fact receive the statement credit we were promised on our next month's bill, we will consider this a satisfactory solution. We have been told about 5 times over the past 9 months that "the credit will be on your next month's statement." ******* assures me that the credit actually will be forthcoming this next month.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/17/2022

  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.

  My daughter is still using her 3G flip phone under my account and is aware of the forthcoming service upgrade changes. We were notified by Verizon today (via email) that she purchased a new phone and it was being sent to our home address? We contacted our daughter and she advised she made no such purchase nor did she contact Verizon to discuss any upgrade. I need to mention the fact that Verizon on numerous occasions has told me that changes/transactions (i.e., updating phones, removing a phone, changing plans etc.) to our account required THE ACCOUNT HOLDER TO PERSONALLY BE PRESENT TO APPROVE (I'm the primary account holder). Upon calling customer service we were then told that our monthly rate for our daughter's account was increasing as of the next ****, but in the same breath told us "the phone is free" WHAT FREE, NOTHING IS FREE??? That's not going to be the case as it's free until the next **** is received reflecting the increase to cover the new phone...correct? In addition, the rep told us WE NEED TO return the phone to a Verizon dealer??? Why, we never ordered it??? I would like Verizon to send me a pre-paid return label so that I don't have to make a special trip to a Verizon store. And Verizon needs to be told that is a shady way to do business with their customers.

  Customer Answer

  Date: 08/18/2022

  [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.

  The above complaint I filed with your office against Verizon was pleasantly resolved today after I received a personal call from one of their **************** representatives.  The representative agreed to send me a pre-paid return label (as I requested in my complaint), and said that he would discuss with their customer service ********************** the need to "revise" the email messages being sent to their customers still using 3G phones.  He agreed the current email message confirming your purchase of a new phone is misleading

   

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

• Initial Complaint

  Date:08/17/2022

  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.

  We wish to file a complaint regarding our contact with Verizon Wireless.Background information: My name is ***************************, and I am filing this complaint on behalf of our sister-in-law, *************************. ***** is an 86 year old Asian-American widow onSocial Security. We have helped her with this, howeverthe amount of abusive behavior she/we have received from Verizon Wireless personnel is appalling, and warrants this complaint.Initially I was placed as an authorized contact on her account at the Verizon store when we first obtained service for her. It is through my email address, ************************* that I receive correspondence from Verizon Wireless.We were with ***** when we initially called Verizon Wireless to disconnect her wireless service in February, 2022. I advised the rep that we were disconnecting service at the end ofFebruary, and asked for an email confirming. She advised her system was slow, and could not give me a disconnect order at this time. No email received.In reviewing her ********** statement, Verizon again charged her account thru autopay. I again called Verizon customer service, was advised the billing system bills in advance, and it would be corrected when the account was disconnected.This repeated every month, I have in pastmonths been told I am not authorized, I have been lied to, advised theorder didn't go thru, hung up on. I have tried to escalate this complaint thru the automated systems, and in contacting a live person in the billing, have been given a litanyof excuses, been put on hold and then hung up on.To date I have dealt with 18 Verizon reps, in Verizon stores, to hours on the phone with them. In desperation, we went to the bank with ***** in June to explain what was happening with her account with them. The bank immediately cancelled the autopay, and charged back the amount taken. I have received email from Verizon via email advising collections. Account information: ************ ref: 7658-00001 $100.33

  Business Response

  Date: 08/22/2022

  Thank you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for *******************************.

  ******************** expressed concerns regarding an account balance of $129.77 after there was a prior request to disconnect service.

  
  Upon review of the account, We confirmed the request was not processed as requested which resulted in the billing to continue and the account to be permanently closed on August 18, 2022. Based on the account activity we have honored the request to remove all remaining charges.

  
  The **************** was successful in reaching ********************. We advised ******************** the account is disconnected and there is a $0.00 account balance. ******************** accepted the offer and is satisfied with the resolution.

  
  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.

• Initial Complaint

  Date:08/17/2022

  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 08/12/2022 I started a online chat with Verizon sales rep and was quoted ***** monthly charge for my line. After receiving the device and porting my number I was told no such plan exist and my monthly bill will be *****. They have the chat and will not honor what their representative promised.

  Business Response

  Date: 08/22/2022

  ****************************************************** 22, 2022
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  RE: Complainant: ***************************
  Complaint Number: 17729439
  Dear Ms. ********************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
  ***************************. ******************** expressed concerns about the bill. Please accept this letter as confirmation of VZW's
  response to her concerns.
  ******************** was quoted for her bill to be approximately $80. The bill did not reflect as promised. ******************** had to
  work with customer service for multiple hours to get the issue resolved. We resolved her concern by getting the
  student discount, the Mobile and Home Discount, and the auto pay/paper-free discount on the account.
  The **************** apologized for her experience with Verizon. As a courtesy, I processed a $70 credit on the
  account for the two activations. ******************** stated she was satisfied with the resolution. The ****************
  considers this matter closed.
  Should you have any questions regarding this correspondence, I can be reached at ************ Extension
  2140372. My office hours are 7:00 AM - 4:00 PM ET, Monday - Friday. Thank you.
  Sincerely,
  *******
  Executive Relations Analys

• Initial Complaint

  Date:08/17/2022

  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.

  My request was to honor the remaining original Promotion Trade-In credit (Holiday 2021) assistance in removing the reconnection fees.

  Business Response

  Date: 08/17/2022

  Dear BBB,

  
  Upon further review of the complaint, weve determined the customers concern should be addressed by Verizon Wireless. 

  
  Thank you
  

  Business Response

  Date: 08/23/2022

  Thank you for contacting Verizon.  This letter is in response to the above-referenced complaint for ****************************  **************** states she would like her promotional credits back and reconnect fees removed.  Please accept this letter as confirmation of Verizon's response to her concerns.
  
  Our records indicate **************** is already receiving the $400 trade in credit she references on her monthly bill.  Her services were suspended on August 15, 2022 due to a non-payment of a past due balance of $1,392.67. 

  
  ******************** repeatedly requests to remove valid reconnect fees, therefore we, respectfully,decline to waive any additional fees.  Her last waiver was in March 2022.  She has been educated multiple times about why and when they are billed and what to do to prevent them.

  
  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