Business Profile

Cell Phone Supplies

Verizon Wireless

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Complaints

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

Customer Complaints Summary

38,074 total complaints in the last 3 years.
13,909 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:08/08/2022
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,

*********************
Initial Complaint
Date:08/08/2022
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.
Verizon offered a promotion and did not credit all four lines for the costs of the four new phones. I got a credit to solve the problem, but again two lines have not been credited for the past five months, at $16.67 per month for each line, total owed $166.70. We've also been charged $80 for going over the 5 gig of international data on the travel plan, but we used a data tracking app that showed that line did not use more than the 5 gigs we paid for.Verizon should credit us for both, and should give the full promotion for all four lines going forward.
Business Response
Date: 08/15/2022
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: Blaze ********
Complaint Number: 17689045

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

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

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

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

The **************** shared our findings with *********************. We will credit $10 to the account to cover the remaining portion of the data
overage, as a courtesy. The **************** will make no other changes, as all recording is correct. ********************* is not satisfied with the
resolution.
Should you have any questions regarding this correspondence, I can be reached at ************ Extension
2143723. My office hours are 10:00 AM - 7:00 PM ET, Monday - Friday. Thank you.

Sincerely,

***
Executive Relations Analyst
Initial Complaint
Date:08/08/2022
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 called nu erous times over past six months to Verizon support tech coaches and Asurion my phone was dropping calls unable to hear person on other end or them not hearing me. The have tested my phone reset, waited for ******* update, etc and none of these has worked. I have been hung up on, promised to be called back and haven't so many times can't count it. I am tired of this and angry at the a.ount of hours wasted dealing with Verizon over this issue. I have ******* S21 Ultra bought November 2021 and started having problems with phone December 2021. Along with inexperienced tech support I have had to deal with overseas support which is even worst. Want phone or given new phone and a refund for damage not fixed all this time while paying ****.
Business Response
Date: 08/15/2022
Communicated with the customer. The customer agreed to a one-time billing adjustment as compensation for the previous experiences.
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 "if they follow up and do as promised". And that is to give me $150 off my current **** which covers three months of a $50 discount on my bills.

Regards,

******************************************
Initial Complaint
Date:08/08/2022
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.
On August 5, 2022 around 2:28pm I noticed that my service was interrupted. I spoke to a representative named ***** and after a couple of minutes the call got out of hand. I made a partial payment of $394.00on a credit card and then I had to make an arrangement for August 12. Which is fine however, I could not commit to paying the difference with the same credit card since I did not know if I would have that amount available nor the debit card on file for the same reason. After much back and forth I asked if I could do an arrangement without linking it to a card. He said no and stated that he WILL use my card. So I got upset in how he was treating me and told him that I do not authorize Verizon to charge my card on August 12 and I hope this call was being recorded. Then I requested to speak to a manager and he said that they would tell me the same thing. Again, I understand that my account was suspended but the way I was treated was uncalled for. I am like a lot of us having financial hardships and trying to the best of ability to pay since I need the phone to receive call for job interviews and so forth. I hope that this representative receive classes on how to treat others and learns to respect the customers and realizes how fortunate he is that he has a job. I truly hope that Verizon will listen to this call and realize what a poor customer service/financial advisor representative they have working for them. People like that should be behind the scenes not be able to speak to their customers like he did!
Business Response
Date: 08/17/2022
****************************************************** 17, 2022
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: *************************
Complaint Number: 17687894
Dear Ms. ********************** you for contacting Verizon Wireless (VZW). This letter is in response to the above-referenced complaint for
*************************. **************** expressed concern about a poor customer service experience. Please accept this letter as
confirmation of VZW's response to her concerns.
**************** explained the customer service representative and supervisor were argumentative when she explained to
them she was not able to place a card on file for the payment arrangement due to financial hardship. The Executive
Office apologizes for the experience **************** had.
We have reviewed the issue and have provided feedback to the representative and supervisor. As a courtesy, the
account received a $60 adjustment towards the reconnection fees that will be charged next month. **************** is
satisfied with the resolution. The **************** considers this matter closed.
Should you have any questions regarding this correspondence, I can be reached at ************ Extension
2140372. My office hours are 7:00 AM - 4:00 PM ET, Monday - Friday. Thank you.
Sincerely,
*******
Executive Relations Analyst
Initial Complaint
Date:08/07/2022
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.
We no longer have Verizon as our wireless provider. As of January of 2022, we have had a credit balance of $103.36. Several attempts to call Verizon ************* and try to start the process of our refund. As of today, we still continue to get monthly statements showing the credit but no check has been issued.
Business Response
Date: 08/09/2022
************************************************************** 09, 2022

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

RE: Complainant: *************************
Complaint Number: 17684125

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for *************************. ***************************** expressed concern with a delayed refund in the amount of $103.36. Please accept this letter as confirmation of VZW's response to his concerns.

Our office was unable to make contact with **************** with the contact number provided. To bring closure to this matter our office partnered with finance to secure the expected refund for $103.36. **************** can expect to receive his refund via mailed wirecard within 1-2 weeks from August 9, 2022.

Sincerely,
Ryan
Executive Relations Analyst
Initial Complaint
Date:08/06/2022
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've already filed one complaint and the issue was resolved, now almost a year later the service is worse than it was previously. I live right smack in the middle of three towers and every time i put in a trouble ticket they come back with the same lame excuse and that's that I'm in an area with not-so-great service. How can this be when myself and my wife I both have full service 5g? I want this issue solved and i mean now. This has affected my business and I've filed a complaint with the **** Either fix the issue or refund us our money for all of the months that we have lived here.
Business Response
Date: 08/08/2022
Greetings

Thank you for bringing the concerns of ******************************* to the attention of Verizon Executive Relations. ******************************* expressed concerns regarding continued network performance when making phone calls despite being covered by three towers. ************************ disputes that repeated responses from Verizon that he is in less than desirable coverage area while he and his wife's mobile devices show full network coverage.

Verizon account records show that *************************** established account XXXXX0805-00001 on March 23, 2016. Records show that the expressed concern was brought to the attention of Executive Relations. Resolution efforts indicate that due to marginal network coverage, concessions for two months of service credits in addition to monetary aid in replacing both mobile devices on the account were offered as an alternative to terminating service to seek wireless provisioning elsewhere. Per BBB complaint number ********, the concession offer in addition to a network extender was accepted in efforts to resolve this matter as no future concessions would be offered. May 30, 2022, records show that the mobile number XXXXXX9929 was ported out and then back the following date with a trade in promotion for 36 months that will cover the cost of the new mobile device associated with the aforementioned line.

In efforts to resolve this matter, we have contacted ******************************* to review our latest findings, showing that Verizon's network is performing as designed and that the provided network extender shows usage on one phone call in the prior seven days. As a result and considering prior efforts, ************************ was advised once more that there is nothing more that Verizon can do to address this matter beyond allowing Mr. and ************************* to return the most recently acquired IPhone 13 Pro *** and have the remaining balance waived to seek service elsewhere, however ************************ has declined this option. As a result, it has been explained that Verizon will address this issue no further.
We appreciate the opportunity to address this matter and regret any inconvenience that our customer has experienced as a result of the matter above.

Best regards,
Verizon Executive Relations
Initial Complaint
Date:08/06/2022
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 ordered version high speed internet service in May 2022, but due to the device problem, I didnt get service until middle of June. My first bill was due on July 7, I set up autopsy on July 5. By their policy, if I pay by autopsy, the monthly fee is $50. Later I found out I was charged $65, so I called the customer service multiple times to find out what is the problem, finally one person told me it was because I used credit card, and its not Verizon credit card, so I didnt get the discount, thats in sin and unfair. I asked them refund the over charged money and in order to avoid future problems, I asked the customer service help me set up autopay by my check account which the person said its qualified for the discount (I dont have Verizon credit card), to further avoid problem, I asked him delete my credit card information in their database and only keep my check account as payment method. Surprisingly told I see I was charged $65 and its in my credit card again. Thats ridiculous. Due to too difficult talk with their customer service. I am seeking your help
Business Response
Date: 08/16/2022
Please see our attached response regarding this complaint.
Business Response
Date: 08/16/2022
P.O. Box 10
******, ** 07101-0010

August 16, 2022

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

RE: Complainant: ***********************
Complaint Number: 17681660

Dear Ms. ************************* you for contacting Verizon. This letter is in response to the above-referenced complaint for ******* ****.  ******* **** stated he purchased internet service from Verizon, yet he had difficulty obtaining the service on the device. Please accept this letter as confirmation of Verizon's response to his concerns.

Our records indicate Mr. **** activated service on May 16, 2022. He expressed concerns with the speed of the service, so on June 1, 2022 a new device was received by him. On June 11, 2022, we provided a courtesy credit of $60, which is the cost of one month of service. We show he successfully enrolled in Autopay on July 5, 2022 with the first autodraft coming out for the August due date. When we received no payment for his July 7th due date, services were suspended on July 27, 2022. Autopay was canceled on August 11, 2022 and he canceled service on August 12, 2022.
The current balance on his account is partially for a reconnect fee due to the services being suspended and reconnected with payment in August. As a gesture of goodwill, I have reduced his balance to zero. His account is considered closed with a zero balance.
Should you have any questions regarding this correspondence, I can be reached at *******************************. My office hours are 7:00 AM - 3:30 PM ET, Monday - Friday.
Sincerely,

Stacey
Executive Relations Senior Analyst
Customer Answer
Date: 08/17/2022

Complaint: 17681660

I am rejecting this response because:
I ordered Verizon LTE home service on May 7, received the device one week later around May 11, I tried to setup, but the speed is too slow to use, so I contacted their technical support, after hours of talking, the person think the device is not working, he ordered a replacement. I received it in June, after set up, the speed is still very slow, so I called technical support again, the technician said it need engineer team to find out the reason, and he made a case. I waited one month, nothing happened, in July I called again, this time the technician think I need a signal booster, so she ordered one for me. I received it in end of July. I connected it to the WiFi modem, but it wont connect to SeGW server. I have to call their technician again, but after many calls and hours of talking, the technicians cant make it work neither, their suggestions is close the account, that is what I did on August 12. Its very frustrating and disappointed, bad product, worse service. The highest speed I got was 7Mbps, the advertising speed is up to 50Mbps. During talking with technical support the speed is NA for both downloads and upload.
For the payment, my 1st bill was due by June 7, since I didnt had chance to use it, so the customer service agreed to wave the 1st month bill. My real 1st month bill was due by July 7. I set up autopay by using my **** card, because by their policy with autopay, the fee is $50. by end of July, I received email and letter said my bill wasnt paid, I was very surprised, so I called their customer service. After talked with 3 different persons, one lady told me I cant use my **** card, I must use version credit card or bank account to get discount, plus it need take 2 to 3 months for autopay to work. I paid the bill by my check account and requested the lady help me correctly setup autopay by my check account, in order to avoid mistakes like before, I even asked that lady deleted my **** card information, only keep checking account information. Surprisingly on August 8, I saw that I was charged $65 again and its in my **** card. I just cant believe it. What a bad system this company have. Understand there is no way to communicate with Verizon, I filled complain in BBB. I dont think I should pay the service I cant use it normal for past 2 months, and I was overcharged because of their mistakes and unreasonable policy. I should get all of my money back.
SINCERELY YOURS,
***********************

Regards,

******* ****
Business Response
Date: 08/25/2022
P.O. Box 10
******, ** 07101-0010

August 25, 2022

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

RE: Complainant: ***********************
Complaint Number: 17681660

Dear Ms. ********************** you for contacting Verizon. This letter is in response to the above-referenced rebuttal from ******* ****.  Mr. **** request all his monies be refunded. Please accept this letter as confirmation of Verizon's response to his concerns.

Despite previously waiving a month of service charges, and there being usage on the account, we have issued a credit in the amount of $65.15. This will refund his payment back to the method of payment within 5-7 business days.

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:08/05/2022
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 am unable to access data on an unlimited data plan. I have been unable to contact a Verizon representative for the last 8 hours. I am not receiving the service that I have already paid for. Verizon is unable or unwilling to provide an avenue of support for a long time customer for unknown reasons. I would like a reimbursement of fees due to lack of service. If they are unwilling then they are committing fraud willingly and intentionally. This can easily be resolved by allowing a longtime customer access to customer service.
Business Response
Date: 08/19/2022

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: 17680141
Ms. ************:
Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above-referenced complaint for Mr. ************************** In his complaint, ************** expressed concern about not being able to access data on an unlimited plan.
Verizon Executive Relations was able to thoroughly review the account ending in 0061-00001 and verified that ************** is on a **************** account, which has a custom-built plan. This plan is called the Nationwide 400 any email & data + messaging for $61.53. This plan does provide data but also has a threshold of 25 GB. After 25 GB has been reached ************** may experience slower speeds during times of congestion.
Verizon Executive Relations has tried reaching out to ************** multiple times and has not received a response. Verizon Executive Relations left a voicemail on his number ending in **** on August 8th and the 19th. Verizon Executive Relations also sent emails with contact information on August 8th and August 12th with no reply.
Since the Verizon Executive **************** has been unable to reach **************, the Verizon Executive **************** is closing the case as of 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
Initial Complaint
Date:08/05/2022
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.
We switched to Verizon Wireless On June 5th, 2022, I am on the account with my sister whos name this account is under. We switched and traded in our devices from another carrier with $800 in credits per line. To date, we have only started receiving credits on line ending ****. Lines ending **** and *************************************** credits. Even tho it shows all phones have been received and looked at and approved the $800 in credits. About 2 weeks ago or so. I filed a escalation with a agent via chat named ****** and her and her manager put in the escalation to get the trade in credits added to the 2 lines. Still nothing has been done and when I try to speak with a agent, they act like they dont know what im talking about. I just want the rightful credits added to the other 2 lines.
Business Response
Date: 08/08/2022
Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for *****************************. *************************** contacted the BBB regarding promotional credits. Please accept this letter as confirmation of VZW's response to his concerns.

*************************, the account manager, stated when they started services with Verizon they were supposed to receive a promotional credit. **************** stated they traded in the previous devices to take advantage of the $800 trade in credit. He mentioned only one of the three lines has received the promotional credit.
After further review, we show the account was started on June 5, 2022 with three lines. On June 7, 2022 there was an exchange processed for line ****. We received and checked the trade in devices in the warehouse on June 28, 2022; however, the promotional credits were not added to the account.
We have since added the trade in promotion to lines **** and **** as line **** already has the promotion. **************** will see the credit for the previously billed months on the next ****. We have also sent a projected next **** summary to the email address on file which shows the promotional credits were added.
Customer Answer
Date: 08/10/2022
[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:08/05/2022
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.
15 U.S.C **** section 602 A.15 U.S.C **** section 604 A section **** **************************
Business Response
Date: 08/16/2022
August 16, 2022

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

RE: Complainant: ***********************************
Complaint Number: 17675204

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for ************************************ Executive Relations received a BBB Complaint from *********************************** regarding a written-off account. Please accept this letter as confirmation of VZW's response to his concerns.

Our records indicate the account was opened up on February 25, 2019, and written off on September 29, 2020, after being past due for 158 days. We have also shown no record of any dispute.

On February 25, 2019, an order was processed with three phone lines & devices and 1 HUM line. Services were suspended for non-payment on May 2, 2019. **************** was contacted on June 29, 2019, and credit was applied for the Reconnect Fees and Late Fee. On the same day, autopay was established with a Settlement Date of the 14th of the month. On September 26, 2019, another line was added to the account, for an iPad Mini.

Payments were made via autopay from July 14, 2019, until the payment failed on May 14, 2022. On June 6, 2020, services were suspended for non-payment. The same day a self-serve Promise to Pay was established to pay $500 on June 13, 2020, customer service was contacted and services were reconnected. On June 13, 2020, the payment failed. Services were suspended again, for non-payment. There was an attempt to process a payment, per the terms of autopay, on July 14, 2020, however, the payment failed. The lines were disconnected on August 4, 2020, and the account was written off on September 29, 2020. There was no other contact with **************** or ********* Services regarding this account.

************************ can always file a dispute with the credit reporting agencies. Based on our investigation, we have determined the charges to be valid and the credit reporting accurate.

The Fair Credit Reporting Act promotes the accuracy, fairness, and privacy of information in the files of consumer agencies (CRAs). By law, Verizon Wireless is required to report accurate information only. We cannot remove a valid debt from a credit report at the request of a consumer.

Verizon Wireless is responsible for reporting accounts honestly and accurately in accordance with the fair credit reporting act (FCRA) and agreements with the credit bureaus.

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

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