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

38,058 total complaints in the last 3 years.
13,890 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:08/16/2022
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
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 a new cell phone and was told my old phone when exchanged would offset the price of the new phone, it came with a watch and my monthly bill would only increase $ 2 or 3. when I received my bill it went up $60 a month. I went to verizon and said the update was in a promotion that included a new plan. I told them no-one had told me that, I was told to take the matter up with customer service, which I did to no avail. I then went to switch my phone to a new provider and discovered the phone was locked and I had to wait 60 days for them to unlock it. I appealed 3 separate times and each time it was denied, saying i had to pay for the new phone, which I did on August 11,2022. now the say they won't unlock it until the 60 days are up. My problem is I am a cancer patient and need to communicate with my treatment doctors as I am due next week for further scans. It's very important that I'm able to communicate results, treatments etc. I explained that to verizon and they still wait until the 60 days are up. I believe that is between 9/6 and 9/11. I can't go that long without contacting my doctors when needed//.
Business Response
Date: 08/19/2022
August 19, 2022
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: *******************************
Complaint Number: 17724714
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 advised by upgrading his phone and purchasing a new watch his bill would increase $2.00 - $3.00, however
his bills have increased by $60.00. Please accept this letter as confirmation of VZW's response to his concerns.
I have been unsuccessful in my efforts to reach ****************** by phone or email. I have left my direct contact
information via email and voicemail. If ****************** would like to discuss the concern further, I am happy to offer my
assistance at his convenience.
Should you have any questions regarding this correspondence, I can be reached at ******************************.
My office hours are 8:00 AM - 5:00 PM PST, Monday - Friday. Thank you.
Sincerely,
********
Executive Relations Analyst
Customer Answer
Date: 08/22/2022

Complaint: 17724714

I am rejecting this response because: When I called there (had to borrow a phone), I entered the extension number for Marsall and the wording said there is no extension by that number, I entered it 3 times and was told the same thing. I was then told to enter the complaint number, which I did, and was told there was no complaint by that number. Needless to say, I didn't get through. I then left a message there and and doubt if I'll hear back. In the complaint response, ******** had stated he tried to get hold of me. That is not through, First of all my phone is locked and I don't get any calls and I am locked out of my account on line, so I can't communicate that way either. In the meantime I still can't communicate with my cancer doctors or family.

Regards,

*******************************
Business Response
Date: 08/24/2022
August 24, 2022
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: *******************************
Complaint Number: 17724714
Dear Ms. ************************************ you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
*******************************. ****************** has rebutted the BBB response stating that the contact information provided to him
does not work and that he is unable to make calls unless he borrows a phone. Please accept this letter as confirmation
of VZW's response to his concerns.
I have tested the contact information provided to ****************** and found that it does work at this time. I have also
received numerous calls from other customers via the same contact information provided. I have left messages on the
number ****************** has listed as his contact information in the BBB complaint. ****************** can access his voicemail
remotely through other phones to ensure the contact information he is using is correctly. Additionally, my contact
information and hours of operation can be found in this communication as well as the previous BBB response. I have
been unsuccessful in my efforts to reach ******************. I have left my direct contact information via email and voicemail.
If ****************** would like to discuss the concern further, I am happy to offer my assistance at his convenience.
Should you have any questions regarding this correspondence, I can be reached at ******************************.
My office hours are 8:00 AM - 5:00 PM PST, Monday - Friday. Thank you.
Sincerely,
********
Executive Relations Analyst
Customer Answer
Date: 08/30/2022

Complaint: 17724714

I am rejecting this response because:

******** should realize that with my phone being locked, I can't receive or make calls, the same goes for texts. Also, I never received any emails from him or anyone from that office. I tried numerous times to contact his off and even left a voice message with another agent (never heard back) and never was able to get through to him.

Regards,

*******************************
Initial Complaint
Date:08/16/2022
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 was with Verizon wireless for 25 years in *************. I was getting terrible customer service and their bills were extremely high. I decided to go with another carrier. On 07/11/22 I went with a new carrier. I paid $431.20 on 07/11/22 I paid off my old phone and closed out all E phone lines and closed out my iPad and tablet on the same day. I got my last bill and paid off the bill in amount of $180.21 on 07/26/22. Yesterday I received another bill in amount of $254.32. I called billing ***** at ************** asking why Im getting another bill when I was told on 07/26/22 I would not received another bill. And both the ************* was disconnected in July. The *** told me today they never disconnected my service until 08/07/22. We turned in the 2 phones on 07/11/22, and my son turned in his phone on 07/12/22. We had a family plan. My account # was ***************, invoice #********** with Verizonwireless out of ************* on South ************ not the Verizon in the **********). Can you please place my complaint as I feel I dont owe this money. My cell phone is ************. Im with a new carrier and was able to keep my same phone#. Sincerely,***************************
Business Response
Date: 08/19/2022
************************************************************** 19, 2022

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

RE: Complainant: ***************************
Complaint Number: 17724432

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for **************************** *************************** expressed concerns regarding the final billing statement, after porting services. Please accept this letter as confirmation of VZW's response to her concerns.

Upon receipt of the complaint, a thorough review was completed. Upon review of the account, the services were ported on 4 of the 5 lines on July 11, 2022, in accordance with our customer agreement. "After the porting is completed, you won't be able to use our service for that number, but you'll remain responsible for all fees and charges through the end of that billing cycle, just like any other cancellation." On August 13, 2022, the tablet line ending in *********************************************************************** accordance with the customer agreement.

The line ending in ****, had an active Device Payment Agreement, and at the time services were ported the balance owed for the device was $431.20. A payment was made to pay off the balance on this device on July 11th. On July 26th, a payment was made for the balance on the account from the July 7th billing statement, in the amount of $180.21 which was for services through August 7th. The line ending in ****, also had an active device payment agreement with a balance of $213.12, however, this was not paid at the time services were ported out. On August 7th, a new billing statement was generated with charges totaling $254.32, which included prorated charges for price plan difference due to the loss of the autopay discount and the buyout of the device on the line ending in ****.

We spoke with ******************** and shared our findings. We offered to apply a credit to the account for the prorated charges due to the loss of the *** discount and offered to apply an adjustment for half of the buyout. ******************** accepted the offer, and a credit was applied to the account leaving a balance due in the amount of $106.12. ******************** made a payment in the amount of $106.12. We can confirm the account is closed with a zero-dollar balance. ******************** may receive another billing statement due to the credits and payment, but the final billing statement will reflect a $0 balance.
Should you have any questions regarding this correspondence, I can be reached at ************. My office hours are 8:00 AM - 5:00 PM ET, Monday - Friday. Thank you.

Sincerely,
*************;
Executive Relations Analyst
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 12:41 AM
To: Better Business Bureau <**************************************************>
Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.

Thank you. You help me win my case and I'm very thankful. Verizon wireless took $148.20 off my bill.

************************;

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.
I purchased a NEW ******* GlaxyS22+. I got a rebate for my old phone which was $800. As soon as I got the new phone I tried to swap the lines and the phone did not have any connectivity for service. It was dropping calls, internet was terrible and the no service kept popping up and I could not make a call or do anything. So I turned the phone off and went back to my old phone. Took the phone to the verizon store to return and they said they would not take it back without restocking fee. The online person told me they would waive a restocking fee and the person in the store said they would not waive it. So he coersed me to keeping the new phone, swapped out **** card and it worked for a couple weeks. Now its not working anymore. Back to having the same connectivity issues. Dropped calls, no service ect. tried to send the phone back and they wont take it!!!! Saying i can pay the device off, which is over **** even after I am supposed to get a 800 credit on my phone???? what the heck is that??? They are scamming me and this is so unfair! HELP!!!!! They are ripping me off. All I wanted was for them to send me another phone that works or give me my old phone back. I feel as though i am being taken advantage of!!!!!!! Verizon *****, do not trust them!!!!! Buyer Beware
Business Response
Date: 08/16/2022
Dear BBB,

Thank you for contacting Verizons ****** of ********* Relations regarding **********;**************;complaint. In her complaint, received on 08/16/2022, the customer expressed concerns regarding a recent attempt at returning a recently purchased cellphone.

Upon further review, weve determined the customers concern should be addressed by our Verizon Business team. Per BBB guidelines, please forward **********;********* complaint to the appropriate Verizon Wireless Team.
We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

Sincerely,

Verizon ********* Relations
Business Response
Date: 08/24/2022
Good Morning,
****************** submitted a dispute through the Better Business Bureau regarding the performance of a recently purchased device. She advises that very soon after purchasing her ******* Galaxy S22 Ultra, she began having issues with it's performance, specifically, dropped calls and slower than normal data speeds. Before the trial period was up, she brought the phone back to the store after being advised to do so by customer service. She states that even though customer service offered to waive the restocking fee, the store would not, which led to some troubleshooting that eventually fixed the device. After another short period of time, the device stared doing the same things it was previously doing and now she is outside the return period and cannot get a functional device that will suit her needs. ****************** is seeking further assistance with getting this resolved.
Upon receipt of the claim, we investigated the account to get a better understanding of what had taken place. Our records indicate that ****************** upgraded her device to the Galaxy S22 Ultra on July 12th. The next day, she called in advising she was having trouble, so the representative offered to waive the restocking fee if she returned it to the store and exchanged it for a device of her liking. She advises that when she did this, the sales representative declined to allow the restocking fee to be waived and worked on the device and made it operable. A couple weeks later, the same issues have arisen and ****************** contacted our customer service team that advised she is outside the return period and would have to pay the remaining balance of the device payment agreement to get the issue resolved. The total cost of the device is $1,299.99, but she received $800.00 in trade in credit with the return of her previous device. ****************** has been a customer for over 2 years and has perfect payment history.

In an effort to provide a quality customer experience, we reached out to ****************** and offered to do a forced buyout of the device which would accelerate the remaining $1,263.85 owed for it and place it on her next billing statement. Because she is owed the $800.00 trade in credit, we offered to credit that and the remaining amount owed to bring the balance due to zero. With this, she can now purchase a new device under a new device payment agreement. **************** is satisfied with the resolution and we consider the matter closed.
If you have any further questions or concerns, please reach me at ****************************.
Sincerely,
*************************
Initial Complaint
Date:08/16/2022
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.
Continuing on previous complaint #******** which apparently youve closed. The complaint hasnt been completely resolved. Verizon after quoting me $28.74 tried to charge me $60. a month more and yet they finally contacted you and brought it down to $130. I still did not want or pay that amount so on August 5th, 2022 I cancelled my account with Verizon and went to another carrier. On August 14th, Verizon charged my checking account $130. That would have been a payment for August 14th through September 14th. I have contacted them and they told me they would credit my account. They also told me that my account showed it was suspended but not closed. I requested it be closed and that the automatic payment be closed/deleted. Ive received an email from Verizon stating that the $130. Credit to my account is pending approval. They continue to make grave errors and it takes forever to get them corrected. I think Verizon Wireless has the worst customer service of any of the carriers. I just want $130. credited to my account since I do not owe it and it should not have been billed to me. Thank you in advance. ***********************
Business Response
Date: 08/16/2022
August 16, 2022

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

RE: Complainant: ***********************
Complaint Number: 17723759

Dear Ms. ********************* Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for ***********************. In the complaint,************** stated the following: "Continuing on previous complaint #******** which apparently youve closed. The complaint hasnt been completely resolved.Verizon after quoting me $28.74 tried to charge me $60. a month more and yet they finally contacted you and brought it down to $130. I still did not want or pay that amount so on August 5th, 2022 I cancelled my account with Verizon and went to another carrier. On August 14th, Verizon charged my checking account $130. That would have been a payment for August 14th through September 14th. I have contacted them and they told me they would credit my account. They also told me that my account showed it was suspended but not closed. I requested it be closed and that the automatic payment be closed/deleted. Ive received an email from Verizon stating that the $130. Credit to my account is pending approval. They continue to make grave errors and it takes forever to get them corrected. I think Verizon Wireless has the worst customer service of any of the carriers. I just want $130. Credited to my account since I do not owe it and it should not have been billed to me." Please accept this letter as confirmation of VZW's response to her concerns.

In the previous interaction, I thoroughly explained the pricing and the discounts that would be applied to the account. The next invoice dated 8/28/22 would show the discounts discussed. ************** did not allow time for the next invoice to generate which would have shown the price previously quoted. Instead, she ported the service to a different provider. Additionally, I thoroughly explained the reason why the bill was $189.34 and applied a $59.34 credit to reduce the balance to $130.00. ************** agreed with the resolution and made a payment for $130.00 to clear the balance.
In reference to Ms. ****** request for termination. She should be advised when a port out request is received the account is suspended until the current billing cycle ends. The current cycle ends on 8/28/22 at which time the account will be permanently disconnected. ************** is not entitled to a refund for the services rendered as the payment for $130.00 was valid and nonrefundable.
As it stands, ************** is responsible for payment of services rendered from 7/29/22 through 8/5/22; however, I will apply a credit to the account to zero out the final bill after it generates and send ************** an email confirmation once completed. ************** can disregard the final bill once received. No further action is required regarding this matter and Ms. ****** request for a refund is respectfully denied.

Should you have any questions regarding this correspondence, I can be reached at ******************************. My office hours are 8:00 AM -5:00 PM ET, Monday - Friday.
Sincerely,

**********;
Executive Relations Analyst
Customer Answer
Date: 08/18/2022

Complaint: 17723759

I am rejecting this response because: I spoke with representative who acknowledged that Verizon owes me $130. and I was told my account would be credited. I later received an email stating that my $130. credit was on its way and it was just pending approval. They acknowledged that my new payment (if I continued to stay with Verizon would be $130. And the first payment would be deducted on August 14th and would be for August 14th through September 14th. I cancelled my account on August 5th and I have been with another carrier since that date. I am definitely due to have my account credited $130. Do I have to take this further? I cannot believe how dishonest and how poor customer service is with **********************. Im 86 years old, live on Social Security and I need the $130. Credited to my account which they also have agreed to in emails. Have them look it up.
Please see that they credit my account $130.

Regards,

***********************
Business Response
Date: 08/22/2022
August 22, 2022

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

RE: Complainant: ***********************
Complaint Number: 17723759

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for ************************ In the complaint, ************** rejected Verizons initial response and stated the following: " I am rejecting this response because: I spoke with representative who acknowledged that Verizon owes me $130. and I was told my account would be credited. I later received an email stating that my $130. Credit was on its way and it was just pending approval. They acknowledged that my new payment (if I continued to stay with Verizon would be $130. And the first payment would be deducted on August 14th and would be for August 14th through September 14th. I cancelled my account on August 5th and I have been with another carrier since that date. I am definitely due to have my account credited $130. Do I have to take this further? I cannot believe how dishonest and how poor customer service is with **********************. Im 86 years old, live on Social Security and I need the $130. Credited to my account which they also have agreed to in emails. Have them look it up. :
Please be advised Verizon has already addressed ****************** concern in the BBB case #******** and the resolution remains unchanged.
A thorough review of the account was completed and we found the refund request was not authorized because the charges were valid as explained in the previous BBB response. After agreeing with the resolution provided on 8/4/22, ************** ported her service to a different provider without contacting my office to discuss any additional concerns. The payment for $130.00 was received on 8/14/22 and covered the billing period 7/29/22 8/28/22. If a customer ports his/her service to a different provider in the middle of a billing period, the service terminates at the end of the cycle in which the port occurred and payments are nonrefundable. In this case, the billing period ends on 8/28/22 and the account will be cancelled at that time. Below is the paragraph in Verizons Customer Agreement that supports the resolution:
Cancellations will become effective on the last day of that month's billing cycle, and you are responsible for all charges incurred until then. Also, if you bought your wireless device from an authorized agent or thirdparty vendor, you should check whether it charges a separate termination fee.
************** can view Verizons full customer agreement by visiting the following URL.
https://www.verizon.com/legal/notices/customer-agreement/
In conclusion, ************** agreed with Verizon's resolution prior to porting out and making a nonrefundable payment to the account to clear the balance. As a result, no action was taken and no further communication 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,

**********;
Executive Relations Analyst
Customer Answer
Date: 08/23/2022

Complaint: 17723759

I am rejecting this response because: First of all I have NEVER agreed with anything that Verizon has stated regarding this matter. If Verizon had handled this matter in an ethical manner, I wouldnt have such negative feelings about them. I will never deal with Verizon again and will speak with others about the way they mishandled my account. Perhaps Better Business Bureau should have them produce the phone calls Verizon recorded speaking to me. I will send you the email saying the $130 is on its way (yes, it does say pending approval) and yet they obviously thought I was to receive a refund. Lets go back to the former price quoted me of $189. a month for 2 lines. There is not one wireless company in the world that would even think of charging me that amount. After complaining to you, suddenly they brought it down to $130. Thats still not the first price I was quoted. Verizon made a grave order by not cancelling my account on August 5th, 2022. They also did not cancel the autopay which should have been part of the cancellation. All this is verified in a phone call that I had with Verizon that they recorded. Ive been with another wireless company since August 5th. Ive had no service with Verizon since August 5th, 2022. They claim this charge was for 7/29/22 to 8/29/22. I should have this prorated and only pay from 7/29/22 through 8/4/22 since I cancelled on August 5th. I know they claim they can charge me the whole month. My attorney does not agree to that. They suspended my account on August 5th (verified in recorded conversation with Verizon) and kept the auto pay on so they could deduct $130.rather than cancel my account. Which they did in August 14th. My auto pay was cancelled on August 15th stated in an email to me (right after they charged me and finally cancelled my account. If they had cancelled my account as I requested, they could have billed me another way. They technically went into my private checking account unauthorized and illegally since my account was cancelled and Ive been with another company since August 5th, 2022.

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.
As soon as I transferred to Verizon wireless I have had 1-5% cell service at my home address. I have spent over 48 hours on the phone with Verizon customer service per this issue, along with ***** dropped calls per day, not being able to call 800 numbers, which this inconvenienced me to be able to save myself after my vehicle was broke down on a busy road, my road side service contact number is a 800 number, i had to get out of my vehicle in an unsafe position to ask another individual in their vehicle that was passing me to borrow their phone so I could call for help. I miss calls that do not show up on my phone but callers will screen shot and send me their call log that shows they did indeed attempt to contact me, I am not receiving half of my text messages and Verizon has not assisted me AT ALL WITH SOLVING THESE ISSUES. They refuse to credit my account or work with me per my account when I can not even use my cell service in the way they promise I should be able to. I would like a resolution to this situation because I have since the start of this service received little to no effort in assistance.
Business Response
Date: 08/23/2022
August 23, 2022

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

RE: Complainant: *****************************
Complaint Number: 17723791

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for ****************************** ************** expressed concern regarding experiencing an excessive number of dropped calls. Please accept this letter as confirmation of VZW's response to her concerns.
Our office has partnered with our Network Team to investigate this matter. We have been advised the matter is under review and will receive an update regarding their findings within five days.
We have advised ************** of the details above via email and will continue to work with her until we have a resolution in place.

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,
***********;
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.
Account # **************** On August 9th at 11:05am I called Verizon to tell them I was having a problem with one of my cell phones *************. I spoke with the employee for 27 minutes and we discussed the technical issue on the device and he told me that they would send a new one within 3-5 business days. Today is day 5 and we did not receive the phone so I called in and they told me that the order was not processed and the account was not notated with details. I told them to pull the phone call and confirm and every person I spoke with today (4 people) told me they are not authorized. I finally got a person that said I needed to pay ***** to be able to process order. After I paid online she said she could not help me and need to transfer me yet again. I need Verizon to pull the August 9 phone call at 11:05am and honor that they have sent or are sending a new phone. We have patiently waited the 5 business day and it has now started to effect our daily lives.
Business Response
Date: 08/23/2022
Upon receipt of this complaint, A thorough review was completed. Our records indicate that ****************** contacted Verizon due to her husbands device not working properly.
On August 9, 2022, a representative assisted ****************** in troubleshooting the device and was unable to resolve the issues. For this reason, he attempted to process a Certified Like New Replacement, at no cost. The order was not processed and ****************** was not advised of the error. She expected the device to be shipped within three to five business days.

As a replacement device was not received, she contacted customer service inquiring about the expected device. She was advised that the account was not eligible for a replacement device due to a past due balance of $118.32. We offered to waive half of the past due balance, $59.00, so that she can pay the remaining balance of $59.32 and process the order. The payment processed and the account continued to reflect as past due and the order was unable to process. She was advised that the replacement would be processed through the insurance company, Asurion, and the call was transferred to the correct line of business.

****************** has yet to receive a replacement device by ********************** or Asurion. After reviewing the calls, the **************** confirms that we offered to replace the malfunctioning device. For this reason, we processed the order and a ******* Galaxy S21 5G 128GB in Gray device was delivered on August 18, 2022. The device has been activated and ****************** is required to disable the anti-theft lock, delete all data and return the malfunctioning device within five days.

The **************** has been unable to reach ****************** by phone and she has failed to respond to our emails. If we were able to make contact, we would apologize for the frustration this experience has caused her and her family. We appreciate the opportunity to resolve her device concerns and appreciate her patience during this time.

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:08/16/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
8/16/2022 i have 4 months pass due on my account , i spoke to two representatives to restore my account everyday i been waking my phone disconnected. i am sick of them and want out of their service. been a customer for a whole entire *********** playing. like i have been a customer. I came to you guys ** employees dont give asf totally disrespectful i am a college student . in clinical 3 hours away from home and they cut my phone off after speaking to someone yesterday. i dont know what else to do beside besides get a better phone company
Business Response
Date: 08/22/2022
August 22, 2022
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: *********************
Complaint Number: 17722689

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

************** reached out to the **************** for assistance, as her services have been interrupted for non payment.
*************** says that she had a payment arrangement on file, but her services were still interrupted. *************** also
says that she reached out to **************** to explain that she was experiencing a hardship many times, but she
did not get the adequate assistance.

The balance on the account is $585.09, of which $507.26 is past due. *************** has had a past due balance for
more than 120+ days. Per Verizon policy, your services can be interrupted at any time if you are beyond the 120+ day
marker. ******************* services were suspended for non payment on August 15, 2022.

The **************** advised *************** that she would need to pay the past due balance to have her service
restored. We offered to waive her reconnection fee. *************** says that she is considering going to a new carrier.
The **************** made no changes. *************** 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
Customer Answer
Date: 08/23/2022

Complaint: 17722689

I am rejecting this response because:
the have no regards to me as a customer

Regards,

*********************
Business Response
Date: 08/26/2022
August 26, 2022
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: *********************
Complaint Number: 17722689

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 the BBB. Please accept this letter
as confirmation of VZW's response to her concerns.

Verizon understands that *************** has rejected our previous response. At this time, there will be no changes made
to the previous 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 spoke to 2 customer service representatives on Saturday 8/13. I was advised that all disconnection fees would be waived and my bill on the Verizon app did reflect a total balance bill just over *******. Now those conversations cannot be found. The supervisor cannot open those chats. And they do not see it reflected on the system. When I call or chat on line with customer service they do not want to see the details of that conversation and continue to demand the *******.
Business Response
Date: 08/19/2022
************************************************************** 19, 2022

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

RE: Complainant: ***************************
Complaint Number: 17722656

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above-referenced complaint for **************************** *************************** expressed concerns regarding reconnect fees, that were to be waived. Please accept this letter as confirmation of VZW's response to her concerns.

Upon receipt of the complaint, a thorough review was completed. On August 5, 2022, the billing statement was generated with charges totaling $1452.03, which included a past due balance of $515.17 and current charges in the amount of $936.86. Upon review of the August billing statement, services were suspended twice, and the account was billed for reconnect fees which were incurred on July 11th and July 2022, on each of the 9 lines of service. Based on further review of the interactions, there was a misunderstanding with the payment arrangements made in July, which resulted in services being suspended.

On August 13, 2022, services were suspended for non-pay. ************** reached out to **************** and an offer was made to apply a credit to the account for the fees incurred on August 13th, and that credit was applied as promised. The Reconnect Fees and credits applied on August 13th will be reflected on the September billing statement.

As a one-time courtesy, we offered to apply a credit to the account for the fees incurred in July. ************** accepted the offer and the credits were applied. We advised ************** when credits are applied to the account, the credits are applied to any past due balance. We further explained, that it is important she keeps the existing Payment Arrangement that was established on August 13th and pays the full $515 on August 20th, regardless of the reflected past due balance. We also explained, that going forward, concessions in the absence of a Verizon Wireless error will no longer be considered.

Should you have any questions regarding this correspondence, I can be reached at ************. My office hours are 8:00 AM - 5:00 PM ET, Monday - Friday. Thank you.

Sincerely,

Executive Relations Analyst
Initial Complaint
Date:08/16/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to Verizon on June 17 because my account was in Spanish when I called, which I don't speak. Employee said they charge for their time since they are not a corporate store. Employee called and Verizon phone number is now in English. I was charged for this and would like to be reimbursed. I shouldn't have to pay to understand phone prompts when I call.
Business Response
Date: 08/17/2022
P.O. Box 10
******, ** 07101-0010

August 17, 2022

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

RE: Complainant: ***************************
Complaint Number: 17721993

Dear Ms. ****************************** you for contacting Verizon. This letter is in response to the above-referenced complaint for ***************************.  ****************** states he was charged to change his preferred account language from Spanish to English. Please accept this letter as confirmation of Verizon's response to his concerns.

Verizon does not charge for this change nor do we see a charge on his Verizon prepaid account. It is likely this transaction occurred at an indirect agent location. There are several in his area operating under the name: ******* Cellular, Cellular Sales or Your Wireless.
These agents are considered Verizon Premium Authorized Retailers, operating under certain contract obligations with Verizon. Verizon does not have ownership interest in any aspect of the aforementioned businesses, and therefore does not have direct supervision over their business operations. Since this is not a fee assessed by Verizon, the customer would need to file their complaint against the business that billed them or contact them directly regarding the matter. 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: 08/18/2022

Complaint: 17721993

I am rejecting this response because. It was a Verizon store on San *****, not corporate as stated in original complaint and not an independent ownership.

Regards,

***************************
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: 17721993

Dear Ms. ************************** you for contacting Verizon. This letter is in response to the above-referenced rebuttal from ***************************.  ****************** states she visited a Verizon store on San *****, not corporate or an independently owned store. Please accept this letter as confirmation of Verizon's response to her concerns.
We contacted the customer to obtain a copy of the receipt for the charge in order to ascertain which business she actually used to conduct the transaction. To date, we have not received this information.
For account maintenance at no charge, the consumers can always manage their account online at verizonwireless.com, via our application or by call ************ to obtain assistance.
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

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