Complaints

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

close

Find a Location

Verizon Wireless has 1391 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Verizon Wireless

  1 Verizon Way Basking Ridge, NJ 07920-1025

• 

  Verizon Wireless

  500 Abruzzi Dr., Ste B Chester, MD 21619

• 

  Verizon Wireless

  4930 McKnight Rd. Pittsburgh, PA 15237

• 

  Verizon Wireless

  PO Box 553 Warrendale, PA 15086

• 

  Verizon Wireless

  2705 W. Market St. Akron, OH 44333

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:08/12/2022

  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.

  I purchased a prepaid phone for my mother. When she could no longer use it I deactivated the phone. At some point in making monthly payments, I made 2 in one month. So there was a credit on my account. When I deactivated it on 6/10/22 I was told I would be refunded the $30 credit. I called on 7/16/22 was told it would be refunded. I called again on 7/31/22 was told the same. I have not been refunded as of today. The number that was deactivated was ***************). I know it's a small amount but I am due a refund. That is all I ask.

  Business Response

  Date: 08/19/2022

  Upon receipt of this complaint, a thorough review was completed. ******************** prepaid account was deactivated on June 10, 2022. At the time of deactivation, she was told a $30 refund would be processed. While we have confirmed the account has been closed with a zero balance, we show no record of a refund being processed. In our efforts to provide a satisfactory resolution, we have applied a one-time $30 credit to ******************** Verizon Postpaid account to honor what was previously promised, and, confirmed she was satisfied with the resolution. 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
  
  

  Customer Answer

  Date: 08/19/2022

  [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:08/12/2022

  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 tried to solve this 4x with the online help.08/11/22 PM I asked for manager in ******. ****** helped me. Then ****** helped at 10 minutes.08/11/22 A manager called me and what seems like accidentally hung up but Never Called Back. 08/11/22 I called in the morning asking for a manager to call me back.I called 08/8/08/22 or 08/09/22 - the customer service had me on hold for so long. I had to go. It was a 20 minute conversation that made NO Progress.I called about two weeks prior. They said all that's wrong with my bill is the $100 extra from europe charges. Those were expected. He instructed me to get an intemized bill. I saw it and was VERY wrong.I got 3 new phones a few months ago.The agent assured me i could keep my existing plan. She said "do you want to enroll in paperless billing and save $40 a month." i said yes. she said okay that's done. She said your bill will be less than before and you will have new phones.I went to turn in my old phones to Verizon in Kenwood. He said do you have an appointment? I said no. He said with no appointment i can't help you. He said I can print you a label. He handed me a label. I took 3 phones packaged amazing to ***** and mailed.My first bill said it was late. I called - i said how can it be late if you set up auto pay. She said you have to set up auto pay. she didn't tell me. I set up auto pay. I also confirmed w/ agent 'Do you have my 3 phones?" she said " we have 1." I said they were in same box so you must have all 3!Fast forward - another **** was missed. I set up auto pay again. It will not stay on auto pay b/c of an adjustment 2 years ago!! Now bills are overdue and am so happy to pay on time. The bills are wrong. the promotion you gave me was "Turn in old phone get $700 credit" - so i did that for THREE phones. I paid the diff by credit card.This promotion was not activated on my account.Auto pay won't stay on . this is all ridiculous. I've called 4x about tall of this.

  Business Response

  Date: 08/12/2022

  This customer's complaint is concerning ********************.  Please direct this complaint to Verizon Wireless.

  Business Response

  Date: 08/23/2022

  
  
  
  August 23, 2022
  
  
  
  
  Better Business Bureau of **********
  
  1262 ****************************. Building A, Suite 202
  
  ********, ** 08690
  
  
  
  
  RE: Complainant: *****************************
     Complaint Number:17705447
  
  
  Dear Ms. ************************** you for contacting Verizon. This letter is in response to the above-referenced complaint for *****************************. ************************** states she did not receive an *** discount or a $700 trade in discount for three devices. Please accept this letter as confirmation of Verizon's response to her concerns.
  
  Our records indicate she has been enrolled in Autopay (***) since March 2020, but her home banking is not pulling payments on the 17th, which causes her to not receive the *** discount. She may need to remove home banking and re-enroll in ***.
  
  We show we received all three devices on June 14, 2021, however ********************** did not submit a trade in request for the $700 trade in promotion, which would have mailed her the appropriate box for each device traded in and triggered the trade in promotion. The line ending in **** received a $400 trade in promotion after the fact. We have since removed this promotion and applied the $700 trade in promotion to the three lines on August 16, 2022.
  
  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,
  
  ******
  Executive Relations Senior Analyst
  
  
  

• Initial Complaint

  Date:08/12/2022

  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.

  Bait and Switch. On a positive note I am happy with the Verizon *** service. It was $60 but with auto pay $50. I had difficulty getting it down to the $50 though. I was happy enough with the *** that I started investigate switching from ATT to Verizon for my cell service. Since Verizon would decrease my *** to $25. On July 22, 2022 I went to ******* Celluar VERIZON,2621 S PLEASANT VALLEY RD/NWINCHESTER,VA had to return on 7/23 because the port would not open. Prior to making this decision an online chat with Verizon Rep told me with military discount my cell service would be $70 at the store the rep said $50 plus taxes (probably still $70). At the end of the day my newest bill is $100 and change. The phone was not $800 towards a new phone it is just discounted each month, I paid $100 down plus activation fee and pro-rated for the rest of the month to be told I had to pay the activation fee, today's rep ******* deducted the activation fee but did not see my military discount so I read off the confirmation code. he made a note. This has been a bait and switch with numerous calls and a different answer each time. the fees are way higher than quoted I was fine with $70 a month everything included (including cell protection but that was a $17 add on) it's what I paid at ATT and it included cell protection and my *** was being reduced to $25. As soon as I can I am switching back to ATT customer service is better the rates are better my discounts were immediate. I still haven't received the $110 credit for early termination fee to go to *** that was 3 months ago. They can't find, don't see and the excuses go on and on. I'm highly disappointed I thought Verizon was giving me a deal to find it was all lies. In addition, I have numerous bill summaries every single one has a different monthly bill the final straw was receiving a $212 bill after being told it was $115 on my last go around.

  Business Response

  Date: 08/18/2022

  P.O. Box 10
  ******, ** 07101-0010

  August 18, 2022

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

  
  RE: ******************************************** Complaint Number: 17708101

  
  Dear Ms. ************************* you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for ***********************
  regarding the price quoted with discounts and estimated of taxes/government fee and surcharges. Please accept this letter as
  confirmation of VZW's response to her concerns.

  Upon investigating Ms. *************************** concern we were able to discover her account has an *** ************ with the line
  ending in ***** and a 5G Play More Unlimited Plan with the line ending in *****. The *** Home line is receiving an autopay
  and paper-free billing discount of $10.00 per month and an unlimited plans discount of $25.00 as a result of your smartphone plan;
  this makes the *** ************ $25.00 per month plus taxes/government fee and surcharges. The plan price for the 5G Play
  More on ***** is $90.00 per month and **************** is receiving a $10.00 autopay and paper-free billing discount per month
  making the plan price $80.00 per month plus taxes/government fee and surcharges. On August 16, 2022, ******************** military
  discount was validated and we advised on her next bill she will see two military discount of $10.00. Moving forward ********************
  account will receive on $10.00 military discount per month.

  In addition, the device payment agreement of ***** has an active trade-in promotion awarding $22.22 per month. Note: we have
  made **************** aware the line and device payment agreement should remain active to ensure all promotion credits can be
  dispersed.

  Furthermore, Verizon Mobile Protection for $17.00 is an add-on to *****.

  ****************** most regular bill for this account with the current services plus an estimate of taxes/government fee and surcharges
  will be about $115.50 per month.

  Should you have any questions regarding this correspondence, I can be reached at ******************************. My office
  hours are 11:00 AM - 8:00 PM ET, Monday - Friday. Thank you.

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

• Initial Complaint

  Date:08/12/2022

  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.

  Rude customer service Wont work with me on the account Wont take responsibity for the actions of the customer service employees **** isnt what they told me it was going to be. Its higher Not open 24 hours to talk to customer service and if you dont have service with them you cant get back into your account.Tried to send phone back and they wouldnt let me do it

  Business Response

  Date: 08/19/2022

  P.O. Box 10
  ******, ** 07101-0010
  
  
  August 19, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *********************
         Complaint Number: 17707776
  
  
  Dear Ms. ***************************** you for contacting Verizon.  This letter is in response to the above-referenced complaint for **********************  ************** states we have rude employees, will not work with him on his bill, are not open 24 hours for customer service, do not allow customers to access their online account after it is closed and will not accept the return of his device.  Please accept this letter as confirmation of Verizon's response to his concerns.
  
  If a Verizon account is closed, the consumer can still access their account online by using their account number instead of username.  He can review this option at the My Verizon sign on page. We do have 24-hour customer service.  We show we routinely worked with ************** on his bill by allowing him to make payment arrangements for the balances due.  Our records indicate the account in dispute was suspended for non-payment on July 12, 2022; he has since paid the past due amount to have his services restored. 

  
  He routinely carries a balance each month, which generates late fees and had our employees process his payments instead of using one of several self-serve options available, which generated Agent Assist Fees.  In August, he inquired about returning his device and was advised it is not possible. Our return policy is 30 days.  We cannot accept a used device back as a return outside of the return period.  ************** has had the device in his possession since March 13, 2022. 

  
  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:08/12/2022

  Type:Sales and Advertising 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 July 2, 2022 We changed phone service from Verizon to ******** and then we discovered that we could not receive some text messages and no pictures from our friends with Verizon service. All other Cell phone provider service work fine and we asked by law to be released from Verizon because we were not on a contract and owned our phones and had them for 2 years and 8 years. The phones were supposedly released but not fully. we tried everything we could for 6 weeks and could not get the problem fixed.We were so desperate that we went and bought new Phones from ******** and they still will not operate properly because Verizon is holding our phone numbers hostage.TMobile has tried numerous times and I have contacted Verizon several times myself There is no reason at all for them to not correct this error. They tell us they are working on a solution, but I think they are playing games or don't care. They should be ordered to correct this and pay some type restitution. My wife had had a Liver Transplant and is now having complications and We are traveling back and forth from West ***** to ****** for life saving medical care. We will soon be staying aways from home for 4 to six weeks for more surgeries.We depend on our phones for messages from Family, Friends, Doctors and Pharmacist and are not able to get some of these timely messages. Please help us with this matter if you have that power.Thank you so much for investigating this crazyness,****** and **************************** ********************************************************* We had to pay over $1000.00 for the Pixel 6a phones The phones we had were IPhone 8 and ******* A51A5G and are in great shape

  Business Response

  Date: 08/18/2022

  August 18, 2022
  
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********,** 08690
  
  
  
  
  RE:  Complainant: *************************
         Complaint Number: 17707109
  
  
  
  Dear Ms.************:
  
  Thank you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ************************** **************** contacted the **************** via a Better Business Bureau complaint in regard to not being able to receive text messages and picture messages from Verizon Wireless customers. Please accept this letter as confirmation of VZW's response to his concerns.
  
  I advised **************** that I will be partnering with the **** I submitted an Executive Relations TAG Escalation Form. *** advised that after reviewing the account and the case notes for ****************, the lines are 100% disconnected and show ported out. The issue referred to that Technical Support saw would have been the port freeze, but at this moment, the lines are not tied to Verizon Wireless, and the port freeze was lifted, allowing them to port out. Checking the porting tool, the lines are eligible to be ported to Verizon, indicating a successful port out. Per the case notes, ******** can also see the text messages hitting their network and tower but getting stuck or caught ** in their switch, which we have no control over or access to view. Since the account is disconnected and no amount of troubleshooting on our side will fix this ******** issue, the Technical Advisory Team doesn't need to contact *************** as we don't have any way to support the text messaging issue. The **************** considers the case to be in closed status. 
  
  Should you have any questions regarding this correspondence, I can be reached at ******************************.  My office hours are 8:00 AM -3:00 PM ET, Monday - Friday.  Thank you. 
  
  Sincerely,
  *****
  Executive Relations Analyst
  

  Customer Answer

  Date: 08/18/2022

  
  Complaint: 17707109
  
  I am rejecting this response because: TMOBILE said the text were not leaving the Verizon Towers and equipment and they do not reach their Equipment. They need to contact each other Verizon and Tmobile and find out where the problem is.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 08/26/2022

  August 26, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *************************
         Complaint Number: 17707109
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above-referenced complaint for ************************** **************** contacted the **************** via a Better Business Bureau Rebuttal complaint in regard to not being able to receive text messages and picture messages from Verizon Wireless customers. Please accept this letter as confirmation of VZW's response to his concerns.
  
  
  We previously advised **************** that we partnered with (TAG) Technical Advisory Team. I submitted an Executive Relations TAG Escalation Form. *** advised that after reviewing the account and the case notes for ****************, the lines are 100% disconnected and show ported out. The issue referred to that Technical Support saw would have been the port freeze, but at this moment, the lines are not tied to Verizon Wireless, and the port freeze was lifted, allowing them to port out. Checking the porting tool, the lines are eligible to be ported to Verizon, indicating a successful port out. Per the case notes, ******** can also see the text messages hitting their network and tower but getting stuck or caught ** in their switch, which we have no control over or access to view. Since the account is disconnected and no amount of troubleshooting on our side will fix this ******** issue, the Technical Advisory Team did not contact **************** as we don't have any way to support the text messaging issue. There is no further support or troubleshooting that Verizon Wireless would be able to complete to assist **************** going forward. The position of the **************** remains the same. The **************** considers the case to be in closed status. 
  
  
  Should you have any questions regarding this correspondence, I can be reached at ******************************.  My office hours are 8:00 AM - 3:00 PM ET, Monday - Friday.  Thank you. 
  
  
  
  Sincerely,
  Liyah
  Executive Relations Analyst

• Initial Complaint

  Date:08/11/2022

  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.

  I returned AirPods for a refund if $190.19. Verizon decided to deny my refund resquest because, it alleged, it was out of the return time frame - even though one of its agents said I would be fine as long as I returned the item by August 1st - which I did. Verizon will not return to me the returned AirPods but still wants me to pay for it. I refuse to pay for an item I dont own.

  Customer Answer

  Date: 08/16/2022

  [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: Tuesday, August 16, 2022 4:26 PM
  To: Better Business Bureau <**************************************************>; ************************************************
  Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.

   

  Hello,

   

  This complaint has been resolved. 

  Verizon complied with my request.

   

  Thanks for your help
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/11/2022

  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.

  Bought an iPhone 5/6/22 Been having problems with it Went to the Verizon store then the Apple store then called Verizon was promised a new phone not a certified like new phone I will admit that the first person said replacement phone (never certified like new), the second person said new phone I would have never agreed to a used phone Would like a new phone Have been a loyal customer for years It was my understanding that I had a year warranty not a 30. *** had I been told that I would either gone elsewhere or or possibly bought extended warranty Rome refused to ***** my request for speaking to his supervisor Keep getting dropped or kept lying to me

  Business Response

  Date: 08/22/2022

  
  Verizon Wireless Executive Relations Team
  PO Box 105378
  *******, ** 30348
  August 22, 2022,
  Better Business Bureau of **********
  1262 ***************************** Building A, Suite 202
  ********, ** 08690
  RE: Complainant: *******************
         Complaint Number: 17704919
  Ms. ************:
  Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above-referenced complaint for Ms. ******************** In her complaint, ************** expressed concern about her new iPhone. 
  Verizon Executive Relations was able to thoroughly review the account ending in 6044-00001 and verified that on May 6, 2022, ************** purchased a new iPhone 13 Pro 128GB in Silver for the line ending in ****. Verizon Executive Relations was able to verify the first time Ms. ****** reached out to Verizon regarding issues with her phone was on August 10, 2022. OnAgust 12, 2022, ************** received a Certified Like-New Replacement (****) phone for the iPhone 13 Pro.
  On August 22, 2022, Verizon Executive Relations was able to speak with ************** regarding her complaint and verified that after receiving the **** phone everything was working fine besides certain applications. Verizon Executive Relations was able to inform her that with the applications she would want to reach out to Apple for assistance and she declined. Verizon Executive Relations was also able to inform ************** that Verizons policy with new phones is that they are given a 30-day worry free guarantee (WFG). This means that if there is an issue with the phone and it is not broken they can replace the phone with a brand new phone. After the 30-day WFG if there are issues with the phone a **** will be sent out not a new phone.
  In the interest of customer satisfaction and as a one-time only courtesy, Verizon Executive Relations issued a credit to the line ending in **** for two months of service. This is a total of $90.00 and will reflect on the next invoice dated September 5, 2022.
  After informing ************** of these findings the Verizon Executive **************** considers the matter closed effective today, August 22, 2022. Should you or ************** have any questions regarding this correspondence, I can be reached at ************************** My office hours are 9:30 AM - 5:30 PM MT, Monday - Friday; or customer service is available at **************. Thank you.
  Sincerely,
  **************************
  Executive Relations
  

• Initial Complaint

  Date:08/11/2022

  Type:Order 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 used Verizon as my wireless carrier for 15 years. I was contacted by ATT about switching to them. They made a great offer. When I contacted Verizon to switch to ATT they offered me an even better deal so I decided to stay with Verizon. After 2 bills the charges were back to the same as they were before I spoke to the representative I spoke to 7-8 representatives and each one told me they were going to fix the problem. They assigned me a case number. Not one of the representatives ever called me back after promising to get back to me. Spoke to several managers. They all said they were going to fix the problem. Each time they failed to resolve the issue. I finally got fed up and switched to ATT.

  Business Response

  Date: 08/23/2022

  
  Verizon Wireless Executive Relations Team
  PO Box 105378
  *******, ** 30348
  August 23, 2022,
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  RE: Complainant: *************************
         Complaint Number: 17704673
  Ms. ************:
  Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above-referenced complaint for *****************************. In his complaint, **************** expressed concern regarding an offer to stay with Verizon. 
  Verizon Executive Relations was able to thoroughly review the account ending in 6058-00001 and verified that on August 11, 2022, the line ending in **** was disconnected from the account putting the account into a final bill status since that was the last line on the account. On August 18, 2022, Verizon Executive Relations was able to speak with **************** in regards to his dissatisfaction. 
  Verizon Executive Relations was able to verify that the both numbers ending in **** and **** were charged $124.96 each when the lines were disconnected on August 4, 2022. This was for the device payment plans (***) for the Apple iPhone 11s  that were put into a forced buyout because the lines were disconnected before the *** was finished. The line ending **** was charged $121.33 for the Apple iPhone 11 that was also put into a forced buyout. Lastly, the line ending in **** was charged $249.90 for the Apple iPhone 11 that was put into a forced buyout. The total charge for all 4 buyouts was $621.15.
  Verizon Executive Relations has informed **************** that since he has left Verzion he would be responsible for the ***s on the account since he has taken the devices with him. Verizon Executive Relations was able to verify that the last payment received by **************** was on August 8, 2022, for $164.35. Since **************** did not pay his full bills for the June 2022 and July 2022 invoices, Verizon Executive Relations is charging him for the 2 months worth of ***s for those 2 months which comes out to $237.42. Since his last payment was $164.35, Verizon subtracted that amount leaving $73.07 that would be added to the total buyout charge of $621.15. The total amount being $694.22.
  Verizon Executive Relations was also able to verify that on August 2, 2022, a credit of $150.00 was never applied to the account ending in 6058-00001 and Verizon Executive Relations took that credit and applied it to his remaining balance owed for the *** buyouts, making **************** responsible for a total of $544.22. Verizon Executive Relations informed **************** that since the last line was disconnected on August 11, he would not get his final bill until August 27, 2022. 
  On August 18, 2022, Verizon Executive Relations credited the account ending in 6058-00001 with a credit of $186.26 which brought the outstanding balance to $544.22. **************** thanked Verizon and agreed that he would pay the balance of $544.22 for the ***s. Once the final bill comes out Verizon Executive Relations will credit the remaining balance only leaving the $544.22 that **************** has agreed to pay.
  Verizon Executive **************** considers the matter closed effective today, May 23, 2022. Should you or **************** have any questions regarding this correspondence, I can be reached at *************************. My office hours are 9:30 AM - 5:30 PM MT, Monday - Friday; or customer service is available at **************. Thank you.
  Sincerely,
  **************************
  Executive Relations
  

• Initial Complaint

  Date:08/11/2022

  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.

  Verizon has charged me inappropriately for a promotional ******** Of ******** They continued the service when it should have stopped. I was billed for this service and was unable to even use it. I have spoken with the. Multiple times and they refuse to take any further action to reimburse me besides a good faith credit that does not cover the charges.

  Business Response

  Date: 08/18/2022

  Thank you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for *****************************. ***************************** contacted the BBB regarding ****** +.  Please accept this letter as confirmation of VZW's response to his concerns.
  
  ***************************** stated was being charged for ****** + after it should have been stopped. He has advised he would like to be reimbursed for the ******+ charges from 2020 until now.
  We show there was a 12 month promotion for the ******+ that was started on December 2, 2019 and ended on December 2, 2020. Once the promotion ended **************** was charged for ****** + monthly. The first contact with customer service regarding ****** + was on July 1, 2022. When he spoke with customer service he requested a refund and wanted to have it cancelled. They were able to cancel it and gave him a credit for $50 which covered six months of the charges.
  Pursuant to the customer agreement, If you're a ******* customer, you can dispute your bill within 180 days of receiving it, but unless otherwise provided by law or unless you're disputing charges because your wireless device was lost or stolen, you still have to pay all charges until the dispute is resolved (https://www.verizon.com/legal/notices/customer-agreement/) . So we respectfully decline his request to be reimbursed since 2020.
  However, as a courtesy, the **************** applied a credit of $47.94 ($7.99 per month) for an additional six month which would total 12 months with the credit that was already applied to the account. No further credits are warranted to the account in regards to ******+.
  

  Customer Answer

  Date: 08/22/2022

  [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:08/11/2022

  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.

  This complaint is in relation to mobile number **************. My minor son, ****, was in ****** and turned OFF Verizon and turned ON Airlo on his mobile phone, believing that he was OFF the international data. Unfortunately, he did not remove the *** card so Verizon kept charging him. If he had the TravelPass, it would have cost $10/day. But because he thought he was only using wifi, he did not purchase the TravelPass and I was charged $707 for less than one week of data usage on this phone. I realize that my son made a mistake. However, I was not informed until I received a bill for $707. If I had been informed as it was occurring, I would have told him to fix the situation. I believe that the *******************, and not just the cell user, should ALSO ALWAYS be notified when you are charging outrageous fees to use the phone abroad. Also, the fee should automatically revert to TravelPass, and not the outrageous fees that Verizon bills without TravelPass. I am willing to pay the $70 extra, but not $707, PARTICULARLY SINCE I DID NOT HAVE NOTICE OF THE EXTRA CHARGES AS THEY WERE OCCURRING.

  Business Response

  Date: 08/18/2022

  ****************************************************** 18, 2022
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  RE: Complainant: ***************
  Complaint Number: 17703225
  Dear Ms. ********************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
  ***************. ********** expressed concerns about international charges. Please accept this letter as confirmation of
  VZW's response to her concerns.
  The MDN ************ received an international overage charge of $508.46. ********** expressed dissatisfaction with
  the overage because she was not informed even though she is the account owner. ********** expressed that the
  account owner should be notified of any charges that happen on each line.
  The **************** apologizes for any inconvenience this matter has brought. The account was credited the
  international charges of $508.46, as a one-time courtesy. I explained to ********** I will place a follow-up to adjust any
  charges until August 15, 2022, on that line. ********** agreed to add Travel Pass on each line to avoid excess charges. I
  have also provided ************** feedback to the appropriate channels. The **************** considers this case 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