Complaints

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

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• 

  Verizon Wireless

  1 Verizon Way Basking Ridge, NJ 07920-1025

• 

  Verizon Wireless

  500 Abruzzi Dr., Ste B Chester, MD 21619

• 

  Verizon Wireless

  530 adams shoppes mars, PA 16046

• 

  Verizon Wireless

  2705 W. Market St. Akron, OH 44333

• 

  Verizon Wireless

  4164 Burbank Rd. Ste. B Wooster, OH 44691

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:08/11/2022

  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.

  I signed up for their home internet service and in the process they also signed me up for cell phone service which I did not agree to sign up for. I repeatedly called as soon as I noticed an email saying they shipped something to me to get it cancelled. They said it already shipped and to refuse the package and that they'd cancel the account. They didn't cancel the account until multiple phone calls and hours of my time later and they still are harassing me saying that I owe them. I never agreed to the service, I never accepted any package, and I never activated or used any services besides for the one I signed up for which is on a totally different account. They are threatening to report a bad credit score and to charge me for something I never had or used. Verizon is a scam!

  Business Response

  Date: 08/18/2022

  Good Morning,

  ************** submitted a Better Business Bureau dispute regarding an account that was setup in his name and liability that he attempted to cancel.  Specifically, he states that he started an account online and when he got the confirmation email, he was not satisfied with the plan and services that he signed up for.  At that time, he contacted customer service to cancel the account, but was told to refuse the shipment and the account would cancel on it's own.  He did this, but the account was not canceled and received billing invoices that he is now disputing.  

  Upon receipt of the complaint, we investigated the account to get an understanding of what had taken place.  Our records indicate that the account was established online on May 5, 2022.  On May 19, 2022, the device was returned to the warehouse and the device payment loan was canceled, but the account was not terminated.  This led to charges accruing for activation of the account and service fees.  ************** spoke to a representative on July 19, 2022 that terminated the account.  He called back on August 11th and was provided credits for the service charges.  There was a remaining balance of $84.32 after the credits were applied, which I added.  The account now is disconnected with a zero balance and nothing further owed.
  
  Because the account has a zero balance, we reached out to ************** to confirm.  He thanked us for the call and we consider the matter closed.

  If you have any further questions or concerns, please reach me at ****************************.

  Sincerely,

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

   

• 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.

  I have been a loyal customer of ******************** since the ****s and have never had reason to complain about their services until now. I've had the same phone number, ************, for many years. On June 1 2022, I mailed a defective phone back to them. I used their provided *** shipping label and packed the unit carefully - I am an experienced shipper and ship packages for my home business almost every day - and placed it in the *** drop box at **** **************. Verizon claim they never received the phone and are now threatening to cut my service if I do not immediately pay them $700 for the defective phone. This is an unconscionable way to treat a customer of over 25 years. I need them to take this charge off my bill, and they will not, although I have spent about 10 hours on the phone and on chat support trying to resolve this issue. Why on earth would I want to keep a defective phone? My customer support records will reveal how defective and problematic this old phone was. I did NOT keep the phone - it was mailed back to them and either *** lost it or Verizon lost it - I had a support employee tell me that they are very behind in their returns warehouse.

  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: 17702869
  

  Dear Ms. ************************************ you for contacting Verizon. This letter is in response to the above-referenced complaint for ***********************. **************** states he was billed a
  non-returned device fee, yet he dropped the device off at **** Please accept this letter as confirmation of Verizon's response to his concerns.
  

  As a preliminary matter, *************************** is an account manager on ********************* account. The tracking number on the label we provided the
  customer is ***************. *** indicates they could not locate the shipment details for this tracking number. If there is no tracking
  information available on the package, he would need to file a claim with the shipping carrier if the package was dropped off to them. Until the
  device is received by Verizon, confirmed by the tracking information, the consumer is liable for the return of the equipment.
  

  Since the device was not received by Verizon, the fee remains valid. However, as a courtesy, we waived half the device fee cost, which is $350,
  on August 13, 2022. 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,
  

  ******
  Executive Relations Senior Analyst

• 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.

  Recently I decided to change my mobile service provider to Verizon so I went ahead to port my number to Verizon and I was told when I received my new phone I should turn it on and the line will be activated and port to Verizon. I received the new phone late when I have already gone out of the on a vacation so I was not able to turn it on. I received a letter that I did not pay my bill for a service that I have even not started using yet and they the have gone ahead to put a delinquent note on my credit report. I will like this to be corrected as soon as possible.

  Business Response

  Date: 09/01/2022

  August 31, 2022
  
  
  Better Business Bureau of **********
  1262 ***********************************.
  Building A, Suite 202
  ********, **  08690
  
  
  Re:  Complainant: ***********************
          Complaint No.: 17702741
  
  Dear ************:
  
  Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced dispute filed by ***********************. In the complaint, **************** reports that he placed an order for service but did not activate his account.He asserts he was informed service would not activate until he turned the phone on. **************** notes he was billed prior to receipt of the phone and did not use Verizon's service. He seeks to have the balance expunged and the credit reporting deleted. 
  
  Please accept this letter as confirmation of Verizons response to Mr. ******* concerns.
  
  Our records reflect a port-in request was initiated on May 18, 2022. Initially, the account number listed on the request did not match; however, a short time later Mr. ******* previous carrier agreed to release mobile number ************** to Verizon. Service began as of the date of the port-in request which is also reflected on the May 2022 statement.
  
  On May 18, 2022 and again on May 27, 2022, emails regarding his account and service were sent to the email address provided.
  
  On June 11, 2022, service was suspended as no payment had been received. The account was subsequently disconnected on June 14, 2022 and a prorated credit issued, reducing the balance to $121.55. As no payment was received, the account was ultimately written-off on June 28, 2022.
  
  Although access to Verizons network was available, a review of the May 2022 and June **************************************************** an effort to bring this matter to a satisfactory resolution, a request has been submitted to expunge the balance of $121.55 and remove the derogatory from the three major credit reporting agencies (CRAs); Experian, Equifax, and ************ Please be advised that although the request is submitted electronically, the CRAs may take up to 60-days to update their records. If **************** finds that the CRAs have not amended their records following the 60-day time frame, he may contact our office directly at the number listed below.
  
  We apologize for any frustration this issue may have caused **************** and thank him for bringing this matter to our attention.
  
  Should the Better Business Bureau have questions related to the content of these findings, please contact the undersigned at **************************** between 7:15 AM and 4:00 PM (PT), Monday through Friday.  
  
  
  Sincerely,
  
  ******************
  Executive Relations
  Verizon Wireless
  
  Cc:  ***********************

  Customer Answer

  Date: 09/01/2022

  [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:08/10/2022

  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.

  08/08/2022: Spoke with ******* Monday August 8, 2022. His id is number ************ him my husband stepped in to water with his new iPhone 13 but was only in water for a min or so.Told him that The Iphone 13 is showing as water resistant with an IP68 rating.This means that the devices can withstand water up to a depth of six meters (**** feet) for up to 30 minutes.He said if I added insurance there would be no problem replacing the phone & submitted for it to be replaced. I okd to add the insurance and he said he would call me back at 8 AM Tuesday as we had to wait 24 hours for it to be processed. 08/09/22: Spoke with Tech Coach yesterday afternoon around noon PT. The tech coach Submitted claim online 08/09/22.******* denied claim on 08/10/22.Called at 10:45 and spoke with ******? About options for replacement for phone as they want us now to pay a $377 early upgrade fee in order to get a new phone.Was disconnected again.Had to call back and spoke with an additional person (apple) was her name. She is trying to process the claim. She said to go to phone claim.com and file another claim. EVEN though I didnt have insurance at the time. She said she would change something in the system to allow it to go through. She said to put the accident date as yesterday.08.09.22 She said deductible would still be required. She connected to my screen to watch me submit the claim.Was then disconnected AGAIN. She did call me back and said the Phone call was being recorded for quality assurance. She told me again that iPhone 13 was supposed to be water resistant. I told her it was not.Had me file the claim again & it says your claim is under review. She put me on hold& said she would have Asurion process the claim now & get approval to proceed. The screen share then disconnected. ******* at ensurian said the claim was denied.11:36 AM **** (supervisor): did not answer so she was going to get another supervisor on the line.See additional attachment. Entire convo recorded o

  Business Response

  Date: 08/16/2022

  
  August 16, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *************************
         Complaint Number: 17700163
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ************************** Please accept this letter as confirmation of VZW's response to her concerns.
  
  The **************** apologized for any inconvenience for Mrs. ******************* have experienced.  The Apple iPhone 13 on mobile number ************ was dropped in water. After contacting ***************** ***************** was advised to submit an insurance claim. The mobile number ************ did not have insurance prior the water damage, so the claim was denied. If the device had been covered with insurance, the one-time deductible would have been $299.00.
  
  On August 10, 2022, a new Apple iPhone 13 was purchased at full retail, $799.99, using a different mobile number on the account and a one-time Upgrade Fee of $35.00. The total amount paid for the new Apple iPhone13 was $834.99.  
  
  The **************** offered to credit the Verizon Wireless account as a one-time credit in the amount of $535.00. This adjustment covers the device cost minus the insurance deductible cost of $229 and would be a credit balance until fully used by the cost of the monthly billing.  **************** accepted this offer and was applied on August 16, 2022. 
  
  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 Sr. *******

• Initial Complaint

  Date:08/10/2022

  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 have used Verizon for quite some time. For some reason in the last year, our reception has gone from pretty fantastic to absolutely atrocious. We live in the Southeast corner of *********, far away from the wilderness or very rural areas. I will typically go from our house to my work or my wife's work and not be able to get any reception or very minimal when it comes to data. Where we live, if we do not have Wi-Fi, we can get little to no Internet whatsoever on our phones. Calls drop all the time now as well. We are part of a community page on ********* and all we see on this on this page is constant complaints about Verizon and cellphone coverage and data access. We live in ***********, *********. This is a pretty heavy populated area, especially in the summer. It is right on the ********* and ******** border, and there are plenty of cities and towns around this area that are heavily populated to the point where cellphone reception should never be a problem. And it's not our phones, since my wife and I were just conned into paying for 2 new phones at almost a $1000 each. What is the point of paying what we pay every single month if the only thing we can get on our phones outside of Wi-Fi is phone calls that drop almost every other time!? Verizon is getting absolutely ridiculous! I am attaching a screenshot from my phone, it shows no reception which had showed for the entire 15 minutes I drove from my wife's work back to our house. What is going on!? And why are we not getting reimbursed for the absolute c*** in service everybody in our area is currently experiencing? I am sick of the problems and I am getting sick of not getting any answers. At this point, I think it's time to get an attorney and start pushing people for a class action lawsuit. This is straight up robbery. With what we pay every month, and not getting anything in return except for c*** service, this is unacceptable.

  Business Response

  Date: 08/23/2022

  August 23, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: ***********************************
         Complaint Number: 17699089
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ************************************  *********************************** has contacted Executive Relations regarding her concerns with her devices signal strength. She states that the lines on her account can get little to no internet at her residence, drop calls, and are in a heavily populated area.  Please accept this letter as confirmation of VZW's response to her concerns.
  
  After reviewing the requested area's coverage, we have been able to determine the area is poor in coverage. We recognize and value the importance of staying connected. While it is our goal to provide an optimal experience for all users, there are always changes that impact our network; some are controllable, while others *** not be. We do not warrant that a customer's ********************** device will work perfectly or will not need occasional upgrades or modifications, or that it will not be negatively affected by network-related modifications, upgrades or similar activity. Common causes of signal related change *** include:
  Interference
  In-building issues
  Foliage
  Construction
  Population changes
  Cell site changes (e.g., tower relocation, antenna alignment, power adjustment, etc.)
  Our Customer Agreement states "please be aware that even within your Coverage Area, many things can affect the availability and quality of your Service, including network capacity, your device, terrain, buildings, foliage and weather." This can be viewed at www.verizon.com/legal/notices/customer-agreement/.
  
  Our office was successful in reaching ********************** to inform on the results of our coverage investigation. We attempted troubleshooting steps and advised to update the software on the device. In an effort to provide a satisfactory resolution, our office offered to accept her devices under a device payment agreement returned in undamaged condition and we will cancel the device payment agreements should she choose to move your lines to a new provider that *** be able to provide a more consistent network experience. If ********************** would like to accept the offer, she *** respond to us before August 29th, 2022. If she would like to continue with the services, with the information on the coverage that was provided, she will not need to reach out. We thank her for bringing this concern to our attention as our engineers will be aware of the coverage experience in the area as they plan and budget our network expansion. 
  
  
  Should you have any questions regarding this correspondence, I can be reached at ******************************.  My office hours are 10:00 AM - 7:00 PM ET, Monday - Friday.  Thank you. 
  
  
  
  Sincerely,
  Celeste 
  Executive Relations Analyst

  Customer Answer

  Date: 08/25/2022

  
  Complaint: 17699089
  
  I am rejecting this response because:
  
  Cell phone coverage in this area was outstanding a year ago.  Something changed that needs to be fixed. Our devices are brand new, shouldn't need an "update" to work, shouldn't have to pay $10 extra a line for "the best" coverage, and then, as I expected they would, try and bail out of the problem by the usual turn-in-your-phone if you aren't happy line. We aren't the only ones mad in this high-volume, non-rural area, on the border of wi and IL, a tremendous tourist location.  Everyone in our area is mad. The amount we pay is nowhere near the quality of service we get, if we get service.  Fix the towers, build new towers, but stop trying to sweep the problem under the rug by the usual sorry, service is bad there excuse when it's mysteriously only been "bad" for less than a year. G we t out of the office and go fix the problem. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 09/01/2022

  September 01, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: ***********************************
         Complaint Number: ********
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for ************************************ *********************************** has rejected our BBB response. She states that the signal difference has been recent and that the signal has affected many people. She is requesting that the signal be improved. Please accept this letter as confirmation of VZW's response to her concerns.
  
  We attempted troubleshooting steps and advised to update the software to which ********************** stated that she saw no improvement in the signal. She had been provided an offer to return her devices under device payment agreements in undamaged condition and we will cancel the device payment agreements should she choose to move your lines to a new provider. We also offered to waive two months of service charges ($370) if she decided to continue her Verizon services with the network coverage information provided in her BBB case #********.
  

  We thank ********************** for pushing up her concerns and making us aware of her signal experience. Verizon Wireless radio frequency (RF) engineers and system performance engineers regularly evaluate network coverage and performance to identify locations that *** require additional coverage. Based on their analyses and recommendations cell site construction or other improvements are then planned and budgeted accordingly. Verizon Wireless' specific network expansion plans, locations and timetables are considered proprietary and confidential.
  

  Our office was successful in reaching **********************. She accepted the offer to waive two months of service charges and continue her services with Verizon. She understood that we did not have a time line for the improvement of signal in her area. ********************** expressed satisfaction with the resolution and stated that she had no further concerns.
  
  
  Should you have any questions regarding this correspondence, I can be reached at ******************************.  My office hours are 10:00 AM - 7:00 PM ET, Monday - Friday.  Thank you. 
  
  
  
  Sincerely,
  

  Celeste 
  

  Executive Relations Analyst

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 18th I went in to this business in order to purchase a new phone. I clearly explained to ********************* that this was an emergency situation, my old cell phone was not able to be charged, and that my brother was literally at a nearby home with days possibly hours left to live and that I needed a new phone right away. I was clearly upset by the imminent death of my brother, I had travelled from Phoenix to ** due to his impending death. I was shown ONLY 2 phones one of which was approx. $1200 dollars and the other a ***** phone for approx $700. I was also shown a hot spot type devise which I was led to believe came with the phone as a package deal. I SHOULD have read the paperwork more clearly and I accept that, I also was not thinking clearly and my primary goal was to get a phone and get back to where my brother was dying. I did not even look at the paperwork for several days as my brother did pass on 7/20 and I was involved in making the arrangements and dealing with my own and my family's grief. I did not look an any emails/paperwork until I returned home after July 26th. It was a that time that I realized the hot spot devise had a separate cost and use costs and was NOT part of the phone package. I attempted to resolve the issue at a Local Verizon store in Phoenix, and while the management at that store were equally upset that it appeared I had been mislead they could not help despite them involving some of their senior managers to assist given the original store was NOT a corporate store and issue could ONLY be resolved by returning to that ********** attempted to resolve the issue telephonically on 8/27 with *************** and phone called ended in a shouting match with him. I then followed up with an email and was advised to return the devise (at my own expense) and he would refund my money. I have tracking info from **** indicating it was delivered however he says he never received it. He is unwilling to work with me toward any other resolution

  Business Response

  Date: 08/18/2022

  ************************************************************** 18, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: ***************************
         Complaint Number: 17695220
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ****************************  **************** expressed concern regarding the purchase of a phone and jetpack. Please accept this letter as confirmation of VZW's response to her concerns.
  
  
  Based on the Device Returns and Exchanges OST ******, "Return period by purchase location: Verizon stores and Indirect locations - 30 days for Consumer and ELEU, CLEU / B2B and Government Accounts (starts the day after purchase)" Thus, the 30-day period has not ended yet. On August 1, 2022, **************** was contacted and a return shipping label was emailed to Ms. ***** and confirmed receipt of the email with the label, **** Tracking # ending in ****. On August 16, 2022, the Device Payment Agreement was canceled and adjustments were applied to the account. 
  
  We advised ****************, that the Device Payment Agreement and line of service were canceled and the adjustments have been applied to the account. In addition, we also advised keeping in mind any associated taxes and surcharges will be credited on the next billing statement.
  
  Should you have any questions regarding this correspondence, I can be reached at ************.  My office hours are 10:00 AM - 6:00 PM ET, Monday - Friday.  Thank you. 
  
  
  
  Sincerely,
  
  Executive Relations Analyst

• Initial Complaint

  Date:08/10/2022

  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 offered a $180 Trade-In credit for my older iPhone watch (1st *** Stainless Steel) and $799.99 off a new iPhone. I went to the store on 7/11/22 and purchased a new iPhone 13 Pro and also a new iWatch Series 7. I sent in the watch as instructed with the iPhone 11 Pro that we were also trading in. The Verizon salesperson provided the box and the instructions and told me to mail them together. I went to *** first thing the next day (7/12/22) and mailed the package to them. They sent me an email a few days later that they had received the iPhone and gave me the $799.99 credit. They said nothing about the iWatch that was in the same box. After a week or so, I asked a salesperson at the store why I didn't get my credit. They said that the watches take longer to get the credit on my account and if I didn't get it soon, to call Verizon customer support. I waited another 2 weeks and called Verizon customer support. Once again, the person at Verizon customer support told me that I had to wait another ***** days. Today (8/10/22), I called again and spoke with Verizon customer support. This time after waiting for 1 hour on the phone for the support person he said that it should be no problem. He went to "check on it" and after another long wait, he told me that the salesperson on 7/11/22 did not "process" my iWatch properly and I wasn't going to get credit for it unless I went back to the store and had them "fix" it. I am not sure what the store can do for me since I had already been there and as far as they were concerned, I sent in the iWatch and should be getting a credit. I also asked for the watch to be returned to me if I wasn't getting the credit and I received no response. In essence, Verizon has stolen my iWatch and not given me the credit as agreed upon in the store. I would like to know what recourse I have since this company will not give me the $180 credit or mail my watch back to me.

  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: 17698406

  
  Dear Ms. ************************* you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for Mrs. ******************* regarding an Apple Watch trade-in promotion. Please accept this letter as confirmation of VZW's response to her
  concerns.

  Upon investigating *************************** concern we were able to discover that it was regarding an Apple watch trade-in promotion.
  After a thorough investigation we explained our records did not show an Apple watch being received by Verizon. We offered as a
  one-time courtesy to provide the Apple watch trade-in promo to the line ending in ***** and *********************** accepted.
  *********************** will see on the next **** two $5.00 trade-in device promo credits for the line ending in *****. After the next invoice
  the line will receive one monthly $5.00 trade-in device promo credit until the thirty-six month device payment agreement
  completes. Please, keep in mind the lines and device payment agreements should remain active to ensure all promotional credits
  can be dispersed.

  In addition, we advised trade-in submissions can be preformed when an order is being processed and also after online by our
  customers. Trade-in website: https://www.verizon.com/sales/digital/tradein.html. *********************** understands and indicates moving
  forward trade-ins items will be sent in their individual boxes. *********************** is satisfied with the resolution provided. Additionally,
  there are no further account concerns that could cause future issues.

  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

   

  Customer Answer

  Date: 08/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:08/09/2022

  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 may 13 2022 I made a bill pay through my bank crane credit union which just the past year bought out centurion credit union when I had this bill pay put in cause I used to pay through it all the time years ago. The 245 dollars went to account number *************** to ************************************************************** just need to get this taken care of cause it has been deducted from my account.I will not pay until something is done.I have called several times for about a hour and a half each time and transferred to several people and several departments.Please help me. Thanks

  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: 17696350

  
  Dear Ms. ******************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for *************************** regarding a
  payment made to the incorrect account. Please accept this letter as confirmation of VZW's response to her concerns.

  Upon receiving the supporting documents requested from ******************************* on August 11, 2022, we submitted them to our Revenue
  Department to proceed with the existing payment investigation. The investigation resulted in the payment of $245.00 being transferred to Ms.
  ******************************* active Verizon account ending in 8797-00001.

  ******************************* expressed gratitude. Additionally, there are no further account concerns that could cause future issues.

  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:08/09/2022

  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 offers a Home + Mobile account discount. I had this on my account until I moved in May. The discount was removed and I have been trying to have it reinstated ever since. When trying to redeem this, I receive an error message that says "customer profile cannot be found." No one knows how to fix this. I've called and chatted with several representatives, and none of them have been able to offer a resolution. I've been overcharged for 4 months so far. I would like to receive the new promotion for Home + Internet which equals a $25 monthly discount and credit for the months that I have been overcharged.

  Business Response

  Date: 08/29/2022

  Complaint ******** is expected to be resolved by September 16, 2022. We will continue to work with the customer until this is resolved. As stated below, we kindly request more time to reply to the Better Business Bureau.

  Thank you,

  *******

  Executive Relations Analyst

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

   

  Dear ************, 

  We are working diligently with the customer within the complaint # in the subject line above, to bring a resolution for her. We have worked with several partners to identify the root cause of her challenges, and have provided a preliminary set of next steps for the customer to complete. If this set of steps is successful, I would expect to be able to close this complaint by August 26, 2022. However, I will not know until I hear back from the customer. I kindly request more time to reply to the Better Business Bureau. 

  Sincerely,

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

  Executive Relations Analyst

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

  Business Response

  Date: 09/07/2022

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

  September 01, 2022
  

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

  RE: Complainant: *****************
  Complaint Number: 17696266
  

  Dear Ms. ***************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
  *****************. ************** stated that her Mobile + Home Discount was removed in May 2022 when she moved, and she
  has not been able to reinstate it. Please accept this letter as confirmation of VZW's response to her concerns.
  

  Upon receipt of this complaint, a thorough review was completed. In order for our customers to receive the Mobile +
  Home Discount, they must maintain certain plans within Verizon Wireless and Verizon Fios. Based on our records,
  when ************** moved, the discount was removed.
  

  We worked with our partners to establish the cause of the discount removal, and a resolution. We needed to deregister ****************** online account and re-register it, in an effort to allow her to reinstate her discount. Once those
  actions were completed, ************** was unable to login to her online account. We have continued to work with Ms.
  ***** via phone and email, and have been advised as of September 1, 2022 that she is on vacation. We will continue
  to work with ************** when she returns. In the meantime, we have ensured that her most recent bill reflects a $25
  credit to align with this discount loss.
  

  Should you have any questions regarding this correspondence, I can be reached at ************ Extension
  2143930. My office hours are 10:00 AM - 7:00 PM ET, Monday - Friday. Thank you.
  

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

• Initial Complaint

  Date:08/09/2022

  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.

  Had fraud on my account with ************. Recenlty received new device in March of 2022. Attempted to open a new account but keep the device payment agreement. Was told to port the number away first by Verizon Wireless. After successfully doing so have called just 20 times today alone. **** told to drive to a store that only they could do this. WHen at the store was accosted by *** the Manager at the ***** ** location. Told I had too many requests and I seemeed to have alot of issues with Verizon and maybe I should go to another carrier. I have done that. I also have had to visit multiple locations last week (5 times) becasue of an issue with a PUK code. More than 20 calls and over 3 hours just 8/9/22 alone requesting Consumer Relations. COntinious pushback from ***************** Pretty bad for a 20 year customer. After explaining I have already been told I need to speak with Customer/Executive Relations. I received no call backs as promised. I am now stuck with a phone I was paying for outright. At this point I want a letter from Verizon stating I owe no balance for device as what would be considered above and beyond all reasonable attempts to keep service with the company have been exhausted. Also, my time costs more than the balance would be. I will be happy to bill Verizon for my time which will exceed any balance for the device. I am willing to return the device. I have no more time to spend on this. Too bad the customer service is so terrible. Poor oversight and clearly poor management and training. If not satisfactory to Verizon Wireless I simply proceed filing a claim with the Small Claims Court to rememdy and further damages.

  Business Response

  Date: 08/17/2022

  We have been in contact with the customer. We agreed to accept the return of the device in question. Additionally, we will waive the remaining balance of the device and any charges on the final bill.