Business Profile

Cell Phone Supplies

Verizon Wireless

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Complaints

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

Customer Complaints Summary

38,044 total complaints in the last 3 years.
13,875 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:08/09/2022
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.
Contacted Debt collector asked for proof of the alleged debt specifically the alleged original application bearing my signature they have not been able to provide such proof to me therefore you are reporting misleading false account. Delete this unverified and misleading account.
Business Response
Date: 08/18/2022
The **************** is in receipt of the BBB complaint that was received on August 11, 2022, in which they disputed the validity of a written-off account.

To resolve this, they are seeking correction to their credit report.

The customer's former account was initially activated on January 24, 2014, and was consistently past due from April 2016 through such time as the account was disconnected for nonpayment on February 23, 2017, resulting in placement with a 3rd party agency on April 20, 2017. (January 25, 2017, invoice consisted in part of a $297.88 DPP forced buyout charge for agreement ********** for the line ending in ****, as well as legitimate charges associated with the line ending in 9435.)

On March 22, 2019, the customer was extended a settlement offer.

On May 28, 2019, the customer made a payment of $34.51, was deemed eligible to re-establish their service with a new account, and did.

That notwithstanding, it does not change the status of the former account or the credit reporting. Verizon respectfully declines the customer's desired outcome. The account was deemed free of errors and was fairly and accurately reported in keeping with FCRA.

While we were unable to speak directly with the customer to review our findings, a resolution was sent via email that included the contact information and business hours for the analyst assigned to the complaint.

No further action is required. Verizon considers the matter closed.
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.
I recently ended a relationship with a person that I let use a line on my account. This person refused to return the device. I called ********************** today to ensure that there was a port lock on both lines on the account and updated my security credentials. About 10 minutes later I received a text advising me that a transfer pin was created and I immediately called back to speak with an agent. I requested to speak with a member of management but was instead placed on hold for their fraud department for well over an hour. When fraud answered they acknowledged the incident but stated this is a billing issue and transfer es be back to billing who proceeded to tell me they have to put in a callback to fraud because now they are at lunch. The issue Im facing is that this person is not willing to pay for the device and in allowing them to transfer out the number they ended my promotion which will cost me $700! On my very next bill. I dont understand why the protocols are in place to prevent this is they do not work. I need help with this right away so that I dont get stuck with this cost because of Verizons reps mistakes
Business Response
Date: 08/09/2022
******************************************** 14202

August 09, 2022

Dear BBB,

Thank you for contacting Verizons ****** of ********* Relations regarding ***********;*************;complaint. Upon further review, weve determined the customers 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: 08/17/2022
August 17, 2022
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: *************************
Complaint Number: 17682359

Dear Ms. ***************************** you for contacting Verizon. This letter is in response to the above-referenced complaint for *************************. **************** states he had
blocked all ports, yet we still allowed a previous user to port their line from us. Please accept this letter as confirmation of Verizon's response to
his concerns.
Our records indicate **************** did not place a port freeze on the account until 2 hours after the line was ported out. On August 6, 2022, we
sent a text confirmation notifying the customer a transfer PIN was generated at 13:18:55. At 13:31, we sent a text confirmation the transfer PIN
was canceled, and a second text was sent saying "number transfers are currently restricted for all lines on your account."
These transactions were all conducted after the line had already been ported. Therefore, this would not have impacted the ported line. Even if he
was able to retrieve the device for that line, he is still liable for the device buyout charge, since there was no insurance on the line. Verizon is not
liable for the matter and this would be considered a domestic issue.
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
Customer Answer
Date: 08/17/2022

Complaint: 17682359

I am rejecting this response because: this is false information. The calls for that day need to be pulled so that management can listen to them to confirm my claim. I called to confirm there was a port lock prior to the line being ported. I was advised that the line was locked to my account and no one would be able to Port out the number or device. Shortly after there was an unauthorized transfer pin obtained from **********************. This matter needs to be further escalated and the calls need to be pulled. If the security of my account was handled properly this could have been avoided. I should not be liable for an action that Verizon allowed to occur. This is fraudulent.

Regards,

*************************
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: Complainant: *************************
Complaint Number: 17682359
Dear Ms. ************************************ you for contacting Verizon. This letter is in response to the above-referenced rebuttal for *************************. **************** does not agree with
our timeline of events. Please accept this letter as confirmation of Verizon's response to his concerns.
Verizon has thoroughly researched this matter and provided evidence to support our response. Verizon is not liable for who he has provided
access or PIN to prior to changing them.
This would be considered a domestic issue. For this reason, he may wish to contact law enforcement to pursue this matter against the user who
had access to the account prior to him altering his PIN as a result of the port.
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
Customer Answer
Date: 08/23/2022

Complaint: 17682359

I am rejecting this response because:
I am willing to take it through Arbitration to get this issue resolved. My address is ********************************************************************* and my daytime number is ********** and my email address is *************************

Regards,

*************************
Initial Complaint
Date:08/09/2022
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.
over the past 4 days I was on with Verizon wireless business for over 6 hours. I sent in my business document information 5 times over the past several days. I spoke with a supervisor ****** and did what she told me to do and sent the informaiton that she asked for. WHEN i called back I spoke with a gentleman that would not agree to the account and canceled it. Order number:1672947 Location number:P003101. Please call me at ************
Business Response
Date: 08/19/2022
Tell us why here...Verizon Wireless Executive Relations Team
PO Box 105378
*******, ** 30348

August 19, 2022,
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: *********************

Complaint Number: 17694986

Ms. ************:
Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above-referenced complaint for *************************. In his complaint, ************** expressed concern about an order that was canceled for his new Business account.
Verizon Executive Relations was able to thoroughly review the account ending in 0060-00001 and was able to verify that the order number ******* with the location number P003101 was placed on August 9, 2022. Verizon Executive Relations was able to reach out to the Verizon Fraud team and confirmed that ************** would need to provide the last two years of tax returns and a valid proof of identity.
If ************** has any questions he will need to reach out to the Verizon Fraud Department and call the number ************** Option 3 & option 1. They will be able to instruct him in where to send the documents and the stats of his account.
The Verizon Executive **************** has informed ************** of these findings and the Verizon Executive **************** considers the matter closed effective today, August 19, 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
Customer Answer
Date: 08/22/2022

Complaint: 17694986

I am rejecting this response because: They said to submit the two years tax return and my identity and that has already been completed. Someone from Verizon called me and said they were investigating it and I have heard nothing more from them. So i have done EVERYTHING that they have asked and no one as responded to me?

Regards,

*********************
************
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: 17694986
Ms. ************:
Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above-referenced rebuttal complaint for *************************. In his complaint, ************** expressed concern about the documentation that has already been sent.
Verizon Executive Relations has reviewed the order number ******* and verified that it was placed on hold on August 9, 2022, by the Verizon Fraud Department. As previously stated, if ************** has any questions regarding documentation already sent he will need to reach out to the Verizon Fraud Department and call the number ************** Option 3 & option 1. They will be able to instruct him on any additional information that is needed to place a new order.
This is Verizons final business decision and considers the matter closed effective today, August 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:08/09/2022
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.
My family took advantage of an offer from Verizon Wireless to upgrade our iPhones. We did so but then Verizon overcharged us for an additional phone we never received. After spending countless hours over many months trying talking to their customer service **********************, we found that they had done nothing to to fix the problem but only tried to **** us for the undelivered phone using either my auto billing feature and then later on tried to auto extract money from my connected bank account, without my permission. We continued to try to reach someone at Verizon Wireless to get someone to address the problem, but they continue to do nothing to fix the problem other than say they're looking into it, while trying to use alternate methods to automatically extract a payment they should not be taking through by various connected financial accounts without my permission.
Business Response
Date: 08/11/2022
Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for Mr. **** ****. Mr. **** expressed concerns regarding a device that was purchased on March 25, 2022. Mr. **** states upon going into the store the device was not available and the order had to be replaced.

Upon review of the account, We confirmed the device was not picked ** in the store. Mr. **** did contact customer service on August 8, 2022 and spoke with an agent. We reviewed the request for credit and a follow up was set for a manager to contact the customer.

The **************** was successful in reaching Mr.****. We advised Mr. **** we confirmed the original order was not picked ** in the store. We have applied for the credit for $1,054 to cover the cost of the chargeback.

Mr. **** accepted the offer and was satisfied with the resolution.

Should you have any questions regarding this correspondence, I can be reached at **********.

My office hours are 8:00 AM - 5:00 PM ET, Monday - Friday. Thank you.
Initial Complaint
Date:08/09/2022
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 customer service is over in ***** its sub standard. They told me ****** plus is not available for prepaid customers even tho it says it on the website starting July 27,2022. Now the ***** plan includes unlimited talk, text, data and mobile hot spot only 10gb on 5G. Not ultra wide band thats unlimited. Here is the kicker for the general public. ULTRA WIDE BAND IS NOT TURNED ON AT HOME ADDRESS. Dont be fooled the website says your address has ultra wide band Verizon knows what your home address is and when u r there. Plus if you start to use it lets say on a lap top they will see when u r using the data they know what devices you use and turn it off switch to 5g. Stay away from Verizon and visible in my opinion they are a shady unethical business they got worse over time. Can you hear me now??? Im going to switch at the end of next month
Business Response
Date: 08/30/2022
August 30, 2022

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

RE: Complainant: *******************************
Complaint Number: 17693811

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above-referenced complaint for ******************************** Mr. ******************************* contacted the **************** via a Better Business Bureau complaint in regard to experiencing difficulty with subscribing to ****** Plus for prepaid. Please accept this letter as confirmation of VZW's response to his concerns.

We spoke with ******************** on August 30, 2022, and advised him that we would be providing him with an email containing the redemption code needed to redeem the subscription of ****** Plus free for six months. We advised ******************** that the Prepaid Department has been experiencing issues with customers not receiving the redemption codes via text message and working to resolve this matter. We apologized for any inconvenience incurred. We applied a $10.00 credit to the account for the one month of ****** plus that ******************** was charged for. ******************** accepted all offers and confirmed that we addressed all his concerns. 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
Customer Answer
Date: 08/30/2022
[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:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I spoke with a Verizon agent in April to pay my balance remaining on my account. I transferred my **** work account. I gave the representative my account information to process my payment. 8/4 I received an alert from the credit agencies Stating my account was in collections, and my credit score dropped 100 points. I immediately called Verizon trying to gather information, before work, I was on hold with a supervisor, but the call got disconnected. I called back and got a representative, and requested to speak with a supervisor. I explained my situation, and told him I never received a notification or letter stating I still owed a balance. He informed it will be taken care of, and removed from my credit, but I need to call the agency to make the payment first, before proceeding with the removal. I paid the ******** dollars today, but when I called back to speak with ****** the supervisor I could not reach him. The told me no notes were placed on the account, and she begin to argue with me. I am in the middle of buying a home, and a third child on the way. If this account is not deleted from credit as promised. I will proceed with legal council.
Business Response
Date: 08/05/2022
Dear BBB,

Thank you for contacting Verizons ****** of ********* Relations regarding ************;************;complaint.  In his complaint, received on 08/05/2022, ************************* expressed concern about his closed Verizon Wireless account that has a remaining balance that is now being reported to a credit reporting agency.
Upon further review, weve determined the customers concern should be addressed by our Verizon Wireless team. Per BBB guidelines, please forward ************;******* complaint to the appropriate Verizon Team.

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

We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

Sincerely,

Verizon ********* Relations
Customer Answer
Date: 08/06/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In April, I received a call from Verizon. The representative took my account information to pay the balance. On August 4, 2022 I received an alert stating a collection account was added to my credit report. I immediately called Verizon customer, and requested to speak with a Supervisor, I was assisted by ******. I explained that I spoke with a representative a few months ago who took my payment. I never received a call or notice, regarding the payment not being processed. The manager informed me not to worry, he will fix my credit, but I need to call the third party collection agency, and call back with the reference number. I followed his instructions, and called back. I called back, the agent was unable to transfer me to ******. When the I explained my situation the agent, stating there were no notes on the account, and there was nothing she could do. The only resolution to this problem is removing the collection account from my credit. I had a 770 credit score, and I am under contract on a home. I paid the total balance of ********. I am prepared to handle this matter accordingly, if the issue is not resolved.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 08/08/2022
Dear BBB,

Thank you for contacting Verizons ****** of ********* Relations regarding ************;************;complaint.  In his complaint, received on 08/08/2022, ************************* has concerns about his Verizon Wireless account that is reporting negatively on his credit report.

Upon further review, weve determined the customers concern should be addressed by our Verizon Wireless team. Per BBB guidelines, please forward ************;******* complaint to the appropriate Verizon Team.

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

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: 08/15/2022
Good Afternoon,
************** submitted a dispute through the Better Business Bureau regarding a Verizon Wireless account in his name and liability that was written off. He advises that he believed the account to be paid in full at the time of the disconnection and was not advised before it was written off. ************** is seeking the repair of his credit report to resolve the issue.
Upon receipt of the claim, we found that ************** also submitted a complaint to the Executive Relations team through our Webmail system and contact had already been made with him. Our records indicate that ************** disconnected his services on March 22, 2022. At that time, a payment was made for $571.02, which was the past due amount on his account. This left a balance of $237.77 due. Additional charges were assessed to the account totaling $670.79, which stemmed from the remaining balance of his device payment agreement. Then on April 19, 2022, the payment of $571.02 was reversed by ****************** banking institution. Numerous bills were sent and contacts were made with our financial services team before the account balance of $1,539.58 was written off on July 21, 2022.

************** worked with our Executive Relations team and payment was made for the debt and the credit report will be updated to a paid in full write off. ************** has been advised that because the debt was valid, we will not make further adjustments to it's status. Verizon Wireless considers this matter closed.

If you have any further questions or concerns, please reach out to me at ****************************.
Sincerely,
*************************
Customer Answer
Date: 08/17/2022

Complaint: 17674573

I am rejecting this response because:

I am not accepting there response. I switched my services to AT&T, after moving, due to service issues. April 16th, I received a call from Verizon informing there was a remaining balance, so I paid it with the rep. I received a alert on my credit August 4th, stating a collection add been added to my credit. I never received a call or notification, prior to adding the account, that there were issues with the payment. I can verify on the date of payment April 16th, that I had funds in my account to cover the payment. They sent the account to collections, without giving me a ************************************* any type of notification to fix. I paid it immediately when I found out it was sent to collections, and the supervisor ******, agreed to have the account removed. I know all calls are recorded.

Regards,

*************************
Business Response
Date: 08/18/2022
Good Afternoon,
************** submitted to a rebuttal to the response we made previously to the Better Business Bureau complaint. He advises that the payment he made on April 16th was cleared and he had funds in the account. Further, he advised he was not given 30 days notice before the account was written off.
Our records indicate that ************** disconnected his services on March 22, 2022. At that time, a payment was made for $571.02, which was the past due amount on his account. This left a balance of $237.77 due. Additional charges were assessed to the account totaling $670.79, which stemmed from the remaining balance of his device payment agreement. Then on April 19, 2022, the payment of $571.02 was reversed by ****************** banking institution. If ************** would like to dispute the returned payments, he should work directly with his banking institution. Numerous bills were sent and contacts were made with our financial services team before the account balance of $1,539.58 was written off on July 21, 2022. T

The status of the debt is considered valid and free from errors. No changes will be made to the reporting and we consider this matter closed.
If there are any further questions or concerns, I can be reached at ****************************.
Sincerely,
*************************
Initial Complaint
Date:08/09/2022
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 switched to Verizon for 1 day and was unhappy with the service at my location, thus I ported out to a new carrier. After porting our Verizon has sent me a **** for $127.24 for 1 day of service! I expect this amount or at the very least nearly a full refund to be credited to my **** immediately.My account info is Account number #**************** Phone number ************
Business Response
Date: 08/10/2022
************************************************************** 10, 2022

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

RE: Complainant: *************************
Complaint Number: 17691794

Dear Ms. ****************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for *************************. **************** expressed concerns regarding the final balance due. **************** states he only had service for one day and requests credit on the account. Please accept this letter as confirmation of VZW's response to his concerns.

On August 10, 2022, I communicated in email with **************** regarding his concerns. In the interest of providing a satisfactory resolution, I applied a credit to the closed Verizon Account in the amount of $127.24. **************** does not have any further concerns.

Should you have any questions regarding this correspondence, I can be reached at **********************. My office hours are 8:00am to 4:30pm EST, Monday - Friday. Thank you.

Sincerely,
Mayra
Executive Relations Analyst
Initial Complaint
Date:08/09/2022
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.
Hello, I have been a customer of ********************** for over 30 years. I have 4 phones on my account and I just added a Pixel 6A phone. I have been working with Verizon technical support for over a week now and they cannot determine why I cannot receive text messages on the Pixel 6A phone. I talked to numerous employees and when they cannot figure out the solution they just transfer me to someone else. This needs to be escalated to technical employees who can solve this issue. Thank you for your assistance.
Customer Answer
Date: 08/11/2022
[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.
Please cancel this complaint. Please confirm. Thanks. *****************
---------- Forwarded message ---------
From: Better Business Bureau <**************************************************>
Date: Tue, Aug 9, 2022 at 5:04 PM
Subject: You have a new message from the BBB of ********** in regards to your complaint #********.
To: <******************>

Regards,

*************************
Initial Complaint
Date:08/08/2022
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 have ported my number from Verizon ************** to ***** Although the port was successful and everything is MOSTLY working, I am having a issue with texting. Verizon customers are UNABLE to text my number that was previously with Verizon **************. They are either receiving "Cannot Send Message" or Receipient unavailable. After a number of calls to ***** it seems the problem is that Verizon's *************** still has my phone number as theirs, even though it isn't, there-by no texts can come to my phone. I am requesting that Verizon switch my number in their system ************** as no longer theirs. As I am no longer a Verizon Customer, I am unable to contact them to do this, they will not speak with me.
Business Response
Date: 08/15/2022
Thank 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 his concerns.

********************* contacted the **************** regarding his mobile number. In his complaint **************** states he ported his number from Verizon Wireless to AT&T successfully but is not able to receive text messages from Verizon customers.

In review of the account we were able to confirm **************** ported his number in 2019. In an effort to resolve ******************** concerns we have requested our technical support team to open a network ticket for review of the issue. Technical support advised we are unable to troubleshoot the issue on a closed account and advised the error will need to be reported by an active Verizon customer for further review. Prior to making successful contact with **************** via phone **************** advised via email his concerns have been resolved and requested the complaint be closed.

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,
Fatimah
Executive Relations Analyst
Customer Answer
Date: 08/15/2022
[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:08/08/2022
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.
Hello!My name is ********************* and I have been with Verizon wireless for over 15 years. I currently have 4 lines and pay (******) per month for the cell phone services they provide. I have never been late in payment and 3 months ago just purchased 3 new phones totaling over $1200 for them. I have been experiencing poor service for over the past year. All 4 lines are consistently getting dropped calls, unable to hear and others not being unable to hear us. The service has gotten to be worse to the point where we can make calls when at my house. Verizon has provided a "booster" that was supposed to help with the poor quality, which it has not. I have made several attempts to get this resolved with them and am getting very frustrated with the treatment I am receiving from the tech department as well as customer service. I am getting hung up on and no one is following up with promises being made. I recently was told my total bill for one month would be refunded if my service was not better after a few tech troubleshooting steps was made. My service was not better and when I call back, no one knows anything about getting any credit back. Supervisors and not calling me back when I ask to speak to them. I have estimated that I have spent over 5 hours troubleshooting with them with not resolution. There is an open ticket for the known issue in my neighborhood (**********) for ******** heights **, so it is known by them that I cant make phone calls, which I need to do. At this point I am asking for a $500 credit and for my phone bill to be %50 off until this issue is resolved.Thank you,****
Business Response
Date: 08/05/2022
August 05, 2022

Dear BBB,

Thank you for contacting Verizons ****** of ********* Relations regarding *********;*************;complaint.  In their complaint, received on 08/05/2022, ********************* expressed concern about poor wireless service in their area over the last month and is seeking reimbursement for services not fully provided.

Upon further review, weve determined the customers 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: 08/17/2022
Good Afternoon,
**************** submitted a dispute through the Better Business Bureau regarding the network experience he is having in and around his home. He advises that for the past year, he has not received good signal and has had dropped calls, low data speeds if data at all and an overall poor performance from his devices. He was provided a Network Extender, but he shared that did not resolve his issues.
Upon receipt of the claim, we investigated the account to get an understanding of what has taken place. We found that **************** has contacted on numerous occasions to share his network issues and trouble tickets have been submitted. Unfortunately, the issue has not been resolved and the coverage has not changed. We reached out to our technical support teams and were advised that he resides in an area that is not saturated enough with towers and this experience will not change in the immediate future.

In an effort to provide a quality customer experience, we made an offer to do forced buyouts on the remaining device payment agreements on ******************** account. With this buyout, we offered to credit the remaining balances of the devices, so nothing further would be owed for them. **************** agreed to this and is thankful for the resolution. **************** can now remaining a Verizon Wireless customer without the burden of the device payments agreements or he can switch providers without the balances being due on the final billing invoice. Verizon Wireless considers the matter closed.

If you have any further questions or concerns, I can be reached at ****************************
Sincerely,
*************************
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,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Verizon Wireless is NOT a BBB Accredited Business.