Business Profile

Cell Phone Supplies

Verizon Wireless

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Complaints

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

Customer Complaints Summary

38,050 total complaints in the last 3 years.
13,889 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/17/2022
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
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.
i was sent a promotional offer in May of 2022. This offer was for 25 dollars per line of unlimited 5g data, and 800 dollars per phone, on a trade of an older phone. I called on this deal, and asked on a recorded line, to have the new monthly bill and all the components of the deal read to me over the phone. I was given the new monthly phone bill at least twice, and it was 3 dollars less per month, than what I was paying then. I told the representative, that based on that information, i wanted to proceed with the deal. I found out two months later, that my bill went up and that the deal was not being honored. I even escalated the call to a supervisor, and she told me, she didnt care what the rep told me in may, they dont have that deal. It was a total bait and switch, using deceptive advertising practices.
Business Response
Date: 08/22/2022
August 22, 2022
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: *****************************
Complaint Number: 17728689
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
was offered a promotion providing him $25 per line of unlimited 5G data, and $800 dollars trade in per phone. He
states this offer is not being honored. Please accept this letter as confirmation of VZW's response to his concerns.
I have spoken to ********************** and he explains that he was offered the costs listed in his initial complaint and that the
agent advised him that his bill would only go up $2-$3 per month however it jumped $30.00 per month. I have
reviewed the billing and found that each line is billing $45.00 per month with the automatic bill pay. Additionally, he is
receiving a $25.00 promotional monthly discount as well. The two lines that have had phone upgrade are both
receiving $800.00 trade in value promotions. I have asked ********************** if he would like to set things back to the way
they where prior to the upgrades and the plan change. He has decided to keep things they way that they are, but
wanted us to be aware of the misquote of the cost. I have thanked him for the feedback.
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:08/17/2022
Type:Delivery 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.
Purchased a ******* Galaxy Tab S8+ (on March 15, 2022) and ******* Galaxy Watch4 Classic (on March 27, 2022) through Verizon via Verizon's Sales Department (telephone transaction). Verizon was offering promotional credits for both devices and I was also trading in a ******* Galaxy Tab S7 and a ******* Galaxy Watch4 Classic (both were Wifi compatible only - no data). I was told that the Trade-In values at the time of purchase for both devices were: ******* Galaxy Tab S7 -- $450 trade-in value -- *** Tracking 1Z90A26F9012018725 ******* Galaxy Watch4 Classic - $180 trade-in value -- *** Tracking 1Z90A26F9006147517 I mailed both trade-in devices (two separate boxes) on the same day, via *** and both were delivered to the shipping label address on April 13, 2022.Verizon never credited my account the trade-in value for either device. I called ********************** 3 times to get this resolved, but the first two times they did nothing to resolve this issue. They had my trade-in devices, but wouldn't do anything to resolve. The 3rd time I called, after 3 hours on the call, they finally said they would give me $300 for both trade-ins. I find this unacceptable, especially since I've been a loyal customer for more than 27 years. They have all this information in their system, the last representative that I talked to made sure the information was documented.
Business Response
Date: 08/17/2022
August 17, 2022

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

RE: Complainant: ***********************
Complaint Number: 17728479

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: "Purchased a ******* Galaxy Tab S8+ (on March 15, 2022) and ******* Galaxy Watch4 Classic (on March 27, 2022) through Verizon via Verizon's Sales Department (telephone transaction). Verizon was offering promotional credits for both devices and I was also trading in a ******* Galaxy Tab S7 and a ******* Galaxy Watch4 Classic (both were Wifi compatible only - no data). I was told that the Trade-In values at the time of purchase for both devices were: * ******* Galaxy Tab S7 -- $450 trade-in value -- *** Tracking 1Z90A26F9012018725 * ******* Galaxy Watch4 Classic - $180 trade-in value -- *** Tracking 1Z90A26F9006147517 I mailed both trade-in devices (two separate boxes) on the same day, via *** and both were delivered to the shipping label address on April 13, 2022. Verizon never credited my account the trade-in value for either device. I called ********************** 3 times to get this resolved, but the first two times they did nothing to resolve this issue. They had my trade-in devices, but wouldn't do anything to resolve. The 3rd time I called, after 3 hours on the call, they finally said they would give me $300 for both trade-ins. I find this unacceptable, especially since I've been a loyal customer for more than 27 years. They have all this information in their system, the last representative that I talked to made sure the information was documented."
After receipt of the complaint, an audit of the account was completed. Below are our findings:
The number ending in **** associated with the watch is receiving recurring credits over 36 months totaling $ 150.00
The number ending in **** associated with the tablet is receiving recurring credits over 36 months totatling $310.00
On 6/11/22, Verizon's customer service team applied a lump sum credit for both promotions totaling $315.00.

On 8/17/22, I spoke with ************** to address the concern. She contends she was told she would receive both a trade-in credit and the promotional credits. I advised ************** that the two promotions offered were not stackable; however, I agreed to honor the trade-in promotion because the devices are not able to be returned.

The total trade-in value for the watch and tablet totaled $630.00. Since customer service already applied 50% ($315.00), I applied an additional credit for $315.00 to the account to make up the difference. ************** wanted to apply the credit to the watch balance; therefore, I cancelled the contract associated with the watch and the $293.02 balance owed for the watch will be deducted from the credit. Both the credit and balance owed for the watch will appear on the 8/20/22 invoice.

No further action was required and ************** was satisfied. Verizon apologizes for the misinformation provided and the inconvenience ************** experienced. 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
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.

Regards,

***********************
Initial Complaint
Date:08/16/2022
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 8/6 I contacted Verizon via phone. I explained my needs and was recommended the choice of 4 free phones, either the iPhone 12 or the iPhone SE. we chose to have all iPhone 12 phones. We went over our needs and was given a rate of appx $180/mo for unlimited talk, text, calling with no slowed downs internet, plus $50 to insure ************. We were told our bill would be around $250/mo and that we would receive a $200 rebate per like from Verizon for switching our acct. that rebate would come electronically. I received my bill of over $500. I called to discuss why and was told I am being charged activation fees, and for 2 phones. My phones were supposed to be free and I was not explained ANY additional fees. I tried getting more info, but instead, I have been hung up on by 3 different agents w/in the last hour. I left my provider of over 15 yrs where I paid very little and was treated much better, to now have this awful, dishonest experience with deplorable customer service. Every agent I have spoken to has lacked proper phone etiquette and very basic communication and customer service skills. We thought ********************** was the elite in phone providers and Im extremely disappointed.
Business Response
Date: 08/18/2022

August 18, 2022

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

RE: Complainant: *****************************
Complaint Number: 17726385

Dear Ms. ****************************** you for contacting Verizon. This letter is in response to the above-referenced complaint for ****************************** ****************** states his first bill was not what he was expecting and finds our customer service employees less than adequate. Please accept this letter as confirmation of Verizon's response to his concerns.

Our records indicate pursuant to a call on August 16, 2022 **************** explained his first bill to him, which included the $35 activation fee per line disclosed when the terms and conditions were accepted, plus prorated amounts for service. They confirmed with the customer their normal monthly bill will be $257.90 going forward.
As indicated on his receipt, the device promotion credits will be applied in 1-2 billing cycles. Service documents confirming all charges for the account were emailed to the account email address on August 11, 2022. We show he called twice on August 16, 2022 and reviewed both calls. Although we appreciate his feedback, we do not agree with his assessment of the service provided on the calls. As a gesture of goodwill, we can waive 2 of the 4 activation fees, which will apply to the current balance due.
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:08/16/2022
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 gave us trade in values for our old apple iphones. we traded them in, and verizon has been crediting that value monthly to the new phones. Now I find out, if we leave them, they take this value away from us, and expect us to pay the difference of what they haven't applied to the new phones from our traded in phones. This isn't a trade in. We would have been better off selling our old phones. They did not explain this to us, and they represented this deal as a trade in. This is a shady misrepresentation of a value-for-value trade in. If we leave this company, they will effectively steal the value of the trade in they promised, less each month since the trade in.
Business Response
Date: 08/23/2022
************************************************************** 23, 2022

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

RE: Complainant: *********************
Complaint Number: 17726111

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for *********************. **************** expressed concerns about the trade-in policy. Please accept this letter as confirmation of VZW's response to his concerns.
On June 10, 2021, a promotion was accepted to trade in phone with our premium unlimited plan and the account would receive an up to $700 trade-in offer. **************** reached out to customer service on August 16, 2022, requesting how much would cost if he left Verizon Wireless. **************** informed him he will be responsible for the remaining balance of the devices. Per Verizon Wireless customer agreement, "If you purchased a device on a monthly installment agreement and cancel service, you should check that agreement to determine if you may have to immediately pay off the balance."
**************** states he purchased the devices under a trade-in promotion and he should not be responsible for the remaining balance of the device. The trade in terms and conditions state if the "Special Rules (applicable to a trade-in eligible for promo value) In addition to the General Rules above, if my trade-in credit(s) are based on promo value, I understand that I will not be eligible to receive any trade-in credit(s) for my device(s) if: I don't satisfy the conditions associated with the promotion under which I created my trade-in order, such as maintaining active postpaid Verizon service on my new device(s) for a minimum number of months or changing to an ineligible Verizon service plan, or I return or exchange the device(s) that was required to be eligible for the promo value.
The **************** reached out to **************** and expressed our position on this matter. If the services are canceled prior to the end of the promotion and device payment agreement, the account will be billed out the remaining balances of the device payment agreement.
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:08/16/2022
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 purchased two phones and a new iPad through Verizon I was offered multiple discounts for changing carriers and trading in old devices. Initially the discounts did not appear I spent many many hours on the phone back-and-forth with them. Initially they told me this employee was not qualified and should not have offered me these discounts and they would not honor them. I never asked for them - he offered. They finally sent me an email and agreed to the discounts that I had been offered so as far as I know they were applied. What I did not know is that the new iPad I purchased they put on a cellular plan on a separate account by itself which I knew nothing about. I thought that the iPad was paid for when they applied the credits, discounts and the payments I made I had no idea they placed it on a cellular plan. I was not aware this Account even existed until about six months ago when I got a letter from a collection agency. It took about four months to get them to provide any documentation so that I could see what the collection agency was talking as I had no idea there was another Verizon account under my name. I have had Verizon account for over 20 years Ive always made my payments Ive never had any issue with it. I went over all of this with an investigator who did not listen to anything I had to say. I have asked for the documentation where I agreed to that plan and other documentation of credits being applied to the account. I have been told they are unable to share the information with me. I never knew this separate account existed so I am unable to see if the credits were applied to the purchase. This seems to be an ongoing scam with Verizon. I have sense spoken with many people who have gone through the same ordeal. This happened August 0f 2020 while my husband was dying of cancer, he passed away in September so wasting hours of my time on the phone with them makes this even more bitter!! This seems and ongoing Scam!
Business Response
Date: 08/23/2022
August 23, 2022
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: *************************
Complaint Number: 17719217

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

The Verizon **************** understands that ******************* rejected our previous response. We have since
provided her with a copy of the device payment agreement that was in question. There will be no changes made to
the previous response. ******************* is not satisfied with the resolution.

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

Sincerely,

***
Executive Relations Analyst
Initial Complaint
Date:08/16/2022
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 overbilled by $60-100 for two months. I have been on the phone with them for over an hour. **** up on once, one supervisor left mid conversation and everyone telling me they can't do anything. I went through all my receipts and found the error. On June 21 declined a more expensive phone and did not sign the contract. On June 28th I accepted a cheaper phone which added no charge as well as a watch that added $20 to my bill and signed that contract. The salesman was supposed to remove my tablet that would have dropped $20. I have all docs in my app. Verizon admits mistake but won't fix over phone and is making me go to store and fix myself.
Business Response
Date: 08/19/2022
Dear Ms. ****************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for ******************** His bill being higher than expected after the purchase of a new device. Please accept this letter as confirmation of VZW's response to his  concerns.
Verizon strives to provide an outstanding experience to all of our customers. It is clear to me that we missed the **** on this occasion. I want to apologize for the inconvenience and frustration that ************** recently experienced. Since becoming aware of your experience I have worked diligently to thoroughly research his account and identify the best resolution to address his concerns.
Upon reviewing ****************** equipment order that was processed on June 21, 2022 I was able to confirm that he was eligible for a promotional offer that gave him $800 off a device with eligible trade-in with eligibility requirements:
  Step up to any Unlimited plan if not already on one.
  Upgrade to a ******* Galaxy S22 series, ******* Galaxy Z Fold3, or ******* Galaxy Z Flip3 device to receive up to a $800 discount.
  Be on device payment.
A 36-month device payment is required.
If the customer has a DPP balance, they must pay off the balance prior to upgrading.
  Discount is applied as a recurring Bill ********* Credit (BIC) over 36 months on device payment.
We were able to confirm that ************** met all the requirements, however we are not able to verify that a trade-in was processed or that his previous device was received to our warehouse.

On August 18, 2022 I spoke with ************** to determine the location of his previous device in question. ************** advised me that he gave the store representative his old device for trade.

We were able to contact the store representative that assisted ************** with his order and although he does remember processing the order and accepting the offer on his behalf, he was not able to confirm or deny that the device.
To bring closure to this matter we have applied the Bill ********* Credit to ****************** account based on his time with Verizon and history with our company.
While I am sorry ************** experienced any issues at all, I truly appreciate the opportunity to make it right with him, our valued customer.
Should you have any questions regarding this correspondence, I can be reached at ******************************. My office hours are 8:00 AM - 4:00 PM ET, Monday - Friday.

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

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Verizon Wireless

Verizon Wireless

Verizon Wireless

Verizon Wireless

Verizon Wireless

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Verizon Wireless is NOT a BBB Accredited Business.

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Complaints

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Verizon Wireless is NOT a BBB Accredited Business.