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

38,027 total complaints in the last 3 years.
13,858 complaints closed in the last 12 months.

If you've experienced an issue

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:08/15/2022
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 been continuing to charge for a phone line of which it has been requested to discontinue. The overages charged have occurred over the course of several months. I have requested person to person phone calls In which I have be unable to get anyone to respond via phone. Their resolution modes involve chat and email communications options only which is/ are ineffective. To date I continue to be overcharged on my service. I desire to be refunded and all for those inappropriate ******** plus interest, and need charges for this particular line to stop.
Business Response
Date: 08/22/2022
August 22, 2022

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

RE: Complainant: *******************************
Complaint Number: 17721051

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for ******************************** ********************** expressed she requested the ************ line of service to be disconnected via ********************** however, it was never completed. Please accept this letter as confirmation of VZW's response to her concerns.

The **************** apologizes any inconvenience this may have caused. Each interaction with every account is auto stamped before being sent to a representative to address. Additionally, there no ability to change, remove, or delete any remarks from the account. Based on extensive review of the account from January 2022 through present, there were no contacts including calls or chats for the months of January, February, March, April, June, or July 2022. There were contacts, on May 21st, for a device purchase on the line ending in **** in a retail location and on August 15th, regarding regarding the Apple iPad line not being disconnected.

As a long tenured customer, we offered to disconnect the ************ line of service and applying a one-time six month adjustment in the amount of $270. Ms. **************;accepted the offer on August 19, 2022, the line of service was disconnected, and adjustment was applied on the same day.

Should you have any questions regarding this correspondence, I can be reached at ************. My office hours are 9:00 AM - 6:00 PM ET, Monday - Friday. Thank you.

Sincerely,
Executive Relations Analyst
Initial Complaint
Date:08/15/2022
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 owes the Graffs $216.98 My wife suffered a medical event; Verizon would not allow me to make any changes to our bill. I paid for an unused phone for six months.After threatening to go to the *** and threatening to not pay at all, Verizon allowed me to transfer our 3 lines into my name. I was required to pay a premium around $20 a month, which was to go down every month but instead has gone up every month.I received a bill (credit) on the old account ****** dollars, and I paid ****** on the new account. The ****** went to the old account instead so I went to the Verizon store to transfer the ****** to the new account. They would not transfer that amount and they said I just had to wait until Verizon decided to get around to whenever they might refund the now *******. So I paid the new account with a debit card.The next billing month I paid ****** which apparently also went to the closed account. Why is that closed account still receiving payments? Now that closed account after 2 months is ******* (or ****** credit to me).So Verizon is now threatening my new account for lack of payment. We went straight over to Target and got service with Consumer Cellular (she has recovered and has returned home). A few days later Verizon disrupted our service for lack of payment, so Verizon is officially canceled as of the 12th of August. Its all Verizons fault; what are they doing holding money on a closed account going on 3 months now. Any good corporation will transfer money between accounts with one phone call to a real person. Verizon trains their people to blow you off saying nothing we can do about it, you just have to wait on Verizon.Verizon owes us $****** from dead account were still waiting for our money. Verizon can send us a bill for 12 days $46.24 (3.85 per day) where they cut our service. The difference is Verizon owes the Graffs $216.98. Will go to small claims for it and add some elder abuse, if they like.
Business Response
Date: 08/22/2022
Good Morning,
************** submitted a claim through the Better Business Bureau regarding a credit balance on an account in his wife's name and a balance due on one under his liability. Specifically, he advises that his wife had medical issues and was not able to make changes on the account, so the liability of that account was moved to him. After this change, ************** made payments that were applied to the previous account, when they were supposed to be applied to the new account under his liability. This has resulted in a credit balance on the closed account and a past due balance on the current account. ************** is seeking assistance with getting this corrected.
Upon receipt of the claim, we investigated the account to get an understanding of what has taken place. We found that Mr. and *************** have customers for nearly 7 years with perfect payment history. Our records indicate that ************** obtained liability of the services under his wife's name on June 10, 2022. Since that time, two payments were made to account number **************** (the previous account) for the amounts of $116.14 on June 24, 2022 and $119.46 on July 28th, 2022. ************** is claiming that these payments should have been applied to account number **************** (the new account).

We attempted to reach ************** by email, but we were unsuccessful and the phones were suspended for non-payment. In an attempt to provide a quality customer experience, we have applied a credit to the new account in the amount of 243.92. This leaves that account with a zero balance, but the account has not been canceled and remains active. If ************** is not longer interested in being a customer, he will need to cancel the account, this information was provided to the ******* family in email also. In addition to this, we have started the process to refund the credit balance of $263.22 on account number **************** and they can expect this in 2-3 months. With this, we consider the matter closed.
Sincerely,
*************************
Initial Complaint
Date:08/15/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Not crediting me my unused days after porting out. July 25th. I want all 24 days refunded
Business Response
Date: 08/17/2022
****************************************************** 17, 2022
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: *****************************
Complaint Number: 17719827
Dear Ms. ********************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
*****************************. **************** expressed concern about being refunded properly. Please accept this letter as
confirmation of VZW's response to his/her concerns.
On July 26, 2022, the numbers ************ and ************ ported out of Verizon Wireless. After a line ports out,
the line suspends until the last day of the billing cycle, which was August 18, 2022. On August 8, 2022, customer
service disconnected the lines. The August 2022 **** reflected the refund from August 9, 2022, to August 18, 2022, in
the amount of $39.26. **************** called customer service stating she was not aware that she will not be getting a
refund from the day the port out took place.
The **************** apologizes for any inconvenience in this matter. On August 15, 2022, Verizon Wireless placed an
adjustment on the account for $52. The account is going to receive two checks from Verizon Wireless in the amount of
$39.26 and $52 in three weeks. **************** expressed she was satisfied with this 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 Analyst
Initial Complaint
Date:08/15/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I file chapter 7 bankrupcty and verizon is still try to collect money for phones that i put on my bankrupcty
Business Response
Date: 08/22/2022
P.O. Box 10
******, ** 07101-0010

August 22, 2022
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: *************************************
Complaint Number: 17719439
Dear Ms. ***************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
*************************************. ************************************* contacted the Better Business Bureau regarding collections after a
bankruptcy filing. Please accept this letter as confirmation of VZW's response to her concerns.
Upon receipt of the complaint, a thorough review was completed. Our records indicate ************************************* received
prepetition credit of $77.20 for services and other charges as well as $22.22 for bankruptcy device previous balance
charges for one agreement and $30.55 in device previous balance charges on another agreement on 7/16/2022. The
credits appeared on the 8/13/2022 invoice and all remaining charges are post-petition and collectable.
I spoke to ************************************* regarding her bankruptcy case and apologized for the inconvenience this matter has
caused. In the interest of providing a satisfactory resolution, I offered to provided her bankruptcy information to the
Verizon ************************* Team so her account is treated as an account in bankruptcy. *************************************
was provided the information needed to contact the Verizon ************************* Team in the future if she has
any further questions regarding her bankruptcy case. ************************************* is satisfied with the resolution provided.
The **************** considers this case closed.

Should you have any questions regarding this correspondence, I can be reached at ************ Extension
2140174. My office hours are 12:00 PM - 9:00 PM ET, Monday - Friday. Thank you.
Sincerely,
*******
Executive Relations Analyst
Initial Complaint
Date:08/15/2022
Type:Product 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.
An auto payment was sent to Verizon in the amount of $240. I have not been a Verizon customer for over a year and a half. I have called customer service numerous times. Every person that I spoke with acknowledged that I was owed a credit for $240. I have been told numerous times I would see it credited back to my bank account. The past few weeks the agents are telling me that a prepaid **** card was mailed to me on June 25th. I need that refund more than a huge corporation. The Verizon case number is PH6639064. Please help me get my refund. This ordeal is causing me way too much stress!Thanks *****
Business Response
Date: 08/15/2022
************************************************ 14202

August 15, 2022

Dear BBB,

Thank you for contacting Verizon's ****** of ********* Relations regarding ******************************* complaint. In their complaint, received on 08/15/2022, the customer advised of issues obtaining a refund.

Upon further review, we've determined the customer's concern should be addressed by our Verizon Wireless team. Per BBB guidelines, please forward ******************************* complaint to the appropriate Verizon Team.

Email: *******************************************

Address: P. O. Box 10

******, ** 07101-0010

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: 08/19/2022
****************************************************** 19, 2022
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: ***************************.
Complaint Number: 17714866
Dear Ms. ********************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
***************************. ******************** expressed concern about not receiving a refund. Please accept this letter as
confirmation of VZW's response to her concerns.
************************ account was disconnected on February 9th, 2021. The account had a credit balance of $240. Ms.
******** attempted to reach out to customer service multiple times to get the issue resolved. On June 24th, 2022, a
payment request was completed for ******************** to receive the refund of the credit balance. The payment request
stated a card will be sent to ************************ home address in 3 to 4 weeks. The card has not been received.
The **************** apologizes for the inconvenience this matter has brought. Verizon Wireless processed another
payment request on August 4, 2022, and escalated the request on August 16, 2022. The payment request resolution
was to have ******************** call North **** Technologies at **************. ******************** reached out to North ****
Technologies. They informed her the card was sent to the wrong address. North **** Technologies reissued a card
for the $240 and she will receive it in 7 to 10 business days. ******************** will let ** know if she receives the card.
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 Analyst
Customer Answer
Date: 08/20/2022
[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:08/15/2022
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 been overcharging ** for 6 months without resolution. In fact, they've added multiple admin charges to my account for not fixing the problems that they created in the first place.
Business Response
Date: 08/23/2022
Upon receipt of this complaint, a thorough review was completed. In February of this year, *************** along with her family signed up for Verizon services and was advised the account would receive several trade-in promotions on the line(s). As a result of all promotions not applying, she would have a series of communication with Customer Service.While all promotions have now been applied as well as the credits from previous months, *************** was not satisfied with the amount of time it took. While trade-in promotions can take up to 1-2 billing cycles before applying, we understand ******************* concern in this instance and apologize for the delay. After a thorough review of the account, we have determined that it would be appropriate to accommodate the account as a one-time gesture of good faith to apply a one-time $75 credit. Additionally, we confirmed the bill was correct and no additional assistance needed. The **************** considers this case closed.

Verizon Wireless appreciates the opportunity to address your concerns. If you have any further concerns or questions, you may contact me directly toll free at ************************, Monday through Friday between the hours of 11:00am and 8:00pm
******* | Verizon Wireless | Executive Relations
Initial Complaint
Date:08/15/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a 4G LTE internet when living in *******, changed address to *****, **. It is not serviceable in my ********** Address, So cancelled the service. Now I am left with the router, I need to return it to the Verizone company. I called **** center for a *** Label, they said they will send me a box to ship back the router.I am still waiting past one month for it.Router IMEI-**** **** **** 913
Business Response
Date: 08/22/2022
Upon receipt of this complaint, a thorough review was completed. Our records indicate the home internet device was activated November 10, 2021 and disconnected services on December 18, 2021. The services were disconnected due to issues with signal once ******* relocated to a different location. Further research concludes the device has been disconnected for longer than 180 days and no longer required to be returned to Verizon.
A credit balance remaining on the account ending in **** has been transferred to the account ending in **** totaling $102.97 requested by ********
******* accepted the resolution and was satisfied with the offer.

Verizon Wireless appreciates the opportunity to address your concerns and apologizes for any inconvenience this matter may have caused. If you have any further questions or concerns, you may contact me directly toll free at **************************, Monday through Friday between the hours of 10:00 AM and 6:30 PM ET.
Initial Complaint
Date:08/15/2022
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.
We took advantage of the H343****9383430313039H "get a free iphone 13" promotion in 2021, which was promised to pay the cost of four new phones if we traded in our current iPhones and stayed on certain plans for 2 years. While there was some confusion about the phone trade-in for a couple of the lines, ultimately in Jan 2022 H343****9383430313039H honored the full discount for all four lines ($33 per line) and gave us a rebate. Now H343****9383430313039H is saying that two of those phones did not qualify for the full promotion (only getting $16 off per month for each instead of $33). However, the sales person AND several agents I spoke to last year (Dec 21/Jan 2022) had clearly agreed that all four phones qualified for the full discount.This sounds like a classic "bait and switch" sales technique, which is fraudulant.I am seeking a rebate for the past 5 months of not getting the full promotion (about $167) on those two lines (**** and ****) and for all four lines to receive the full $33 discount for the remaining 13 months of paying off the phones.
Business Response
Date: 08/16/2022
August 16, 2022
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: Blaze ********
Complaint Number: 17718047

Dear Ms. ***************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
Blaze ********. ********************* expressed concern about a missing promotion, and a data overage charge. Please
accept this letter as confirmation of VZW's response to her concerns.

********************* reached out to the **************** in regard to a promotion that she says was not honored for two of
her lines. According to *********************, she completed four upgrades under the pretense that all four phones would be
free with a trade-in. ********************* says that two of the devices received the full promotion, but the remaining two only
received half of what was offered. ********************* also has a concern about a data overage that she received on her
August invoice.

The two lines in question end in **** and ****. The promotion in question is the Up to $1,000 off iPhone 13 Series for New Lines and Upgrades
- Damaged Trade-In Accepted Promotion - Consumer promotion. According to the promotion, customers could get up to $1,000 off iPhone 13
Series devices with a qualifying trade-in on select Unlimited plans. The trade-in value varied by what device was being traded in. In regard to the
lines in question, ********************* traded in two iPhone 7 series devices, which yielded a $400 trade-in value respectively. According to the
remarks on ************************* account from January 12, 2022, there was an offline review completed, at which time H343****9383430313039H confirmed that the
lines in question should be receiving the $400 trade-in value.

In regard to the data overage concern, ********************* was billed $80 for a data overage on her August invoice. According to the remarks from
July 14, 2022, ********************* spoke with **************** about this concern and she was awarded a $70 credit. The credit is present on the
August invoice.

The **************** shared our findings with *********************. We will credit $10 to the account to cover the remaining portion of the data
overage, as a courtesy. The **************** will make no other changes, as all recording is correct. ********************* 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:08/15/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Received mail to again update my work proof for employee credit. Called and emailed over 10 times in the month of March and April to prevent the discount from going away. Filled out required email, etc. Paid bill in May, June, July, and August with no credit. Now called and credit will be applied to Septembers bill. Seeking $7 credit for the 4 months. Furthermore, 100s of people called complaining no service for hours or days with no resolution. Im about to change carriers with over 100 others in **********************,**.
Business Response
Date: 08/26/2022
August 22, 2022

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

RE: Complainant: *************************
Complaint Number: 17717059

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for *************************. ************** expressed she has submitted the Employee Verification documents since April 2022; however, did not receive the monthly discount. Please accept this letter as confirmation of VZW's response to his/her concerns.

The **************** apologized for any inconvenience this matter may have caused. Based on review of the account, the Employee Discount was applied to the account on August 1, 2022. The discount can be view on the Next Bill ******* via My Verizon app or online under Account > View Bill > Next Bill and is listed as 21% Account Access Discount under Monthly charges and credits. The Employee Discount is a monthly credit of $7.35. The four months of adjustments would be a total in the amount of $29.40. On August 15, 2022, **************** Team applied a one-time adjustment of $40 for the prior missed adjustments. Thus, the account has received the amount of the credits and additional credits.

Should you have any questions regarding this correspondence, I can be reached at ************. My office hours are 9:00 AM - 6:00 PM ET, Monday - Friday. Thank you.

Sincerely,
Executive Relations Analyst
Initial Complaint
Date:08/15/2022
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 got my **** last month and noticed it was a few dollars higher. I got in touch with the business and was told some admin charges went up. I said ok.I just got my **** this month and it went up again and even more this time. There is nothing new that I did and in fact have been looking to lower my **** as I don't use all the time I have on this plan.
Business Response
Date: 08/18/2022
Good Afternoon,
**************** submitted a claim through the Better Business Bureau regarding a recent increase to her Verizon Wireless Price Plan. She advises that without her knowledge or agreement, he 2GB plan increased by $6.00 per month. **************** feels that this increase is unwarranted and pushes the cost per month outside of her comfort zone. She is seeking assistance with getting this issue resolved.
Upon receipt of the dispute, we investigated the account to get an understanding of what had taken place. Our records indicate that **************** has been a customer since August 15, 2005. She has been subscribed to The New Verizon Plan Small 2GB since November 13, 2017. That plan saw an increase of $6.00 per month on the most recent invoice.
We called and spoke to **************** and discussed the matter. In an effort to provide a quality customer experience, based on ******************** tenure, we offered a $10.00 recurring credit for the next 24 months. With this, we advised that once the 24 months has completed, she will need to either find a new plan or accept the increase in cost. **************** is satisfied with the resolution and we consider the matter closed.

If you have any further questions or concerns, please reach me at ****************************.
Sincerely,
*************************
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:
Final questions,
1- When will I see this adjustment on my **** as I don't see anything yet?
I was also told I was getting a one-time $20 credit, that I also do not, see?
Thanks for any help with this.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

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

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