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

  PO Box 553 Warrendale, PA 15086

• 

  Verizon Wireless

  915 North Court St. Medina, OH 44256

• 

  Verizon Wireless

  4164 Burbank Rd. Ste. B Wooster, OH 44691

• 

  Verizon Wireless

  2420 Baxter Ave Crescent Spgs, KY 41017

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:08/04/2022

  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 19th I received an email from ***** from Verizon on a billing issue for BBB complaint #********. In the email the account was paid and zeroed out and closed. On Saturday July 30th 2022 I received a **** from Verizon for an outstanding balance. I contacted Verizon and ended being transferred 4 to 5 times trying to get an answer as to why I had this ****. Each time I explained that the account was closed with a zero balance. I had asked to be transferred to ***** and gave them the extension that I had. (I can't access the previous complaint I had with Verizon to provide the extension for this complaint) It was explained to me that the **** was for a wireless home phone. I explained that the phone number they were talking about should have been closed a long time ago. I also asked Verizon to explain to me how this information did not show up until 2 months after my **** was zeroed out and closed. I also stated that what they were saying didn't make sense. I was working with a Verizon agent who had access to my information who gave me a total amount that zeroed out my account and closed my account. I was then told that I would be receiving a call, this Thursday, to speak to another person about this issue. The account is closed, I provided the money to zero out the account and no one can explain how the information they are working on just appeared 2 months after I closed the account. I'm not paying this **** and in the near future this information should not show up with a collection agency or on my credit report.

  Business Response

  Date: 08/05/2022

  Thank you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ***********************. *********************** contacted the BBB regarding the account balance.  Please accept this letter as confirmation of VZW's response to his concerns.
  
  *********************** stated he was previously advised the account had been closed with a zero balance. He mentioned he has since received a **** advising there is a balance on the account.

  
  We show there was previous contact with the **************** regarding the balance. The previous analyst waived the balance on the account for the billing period April 19- May 18, 2022; however the home phone connect line was never disconnected causing **************** to continue to be billed. We show there was no usage on the home phone connect line since the other line was ported out. **************** spoke with customer service on August 1, 2022 and the home phone connect line was disconnected.

  
  As a final courtesy, we waived the remaining balance of $143.86 leaving a zero balance on the account. All lines on the account have been disconnected and no further charges will be incurred.
  

• Initial Complaint

  Date:08/04/2022

  Type:Sales and Advertising 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 have been Verizon customers for 18 years. We have always had great service until recently. On July 29th, my wife reached out to Verizon online and her issue was addressed by ****. She contacted Verizon to have a new phone that we had purchased activated to my daughter's line. We have had dozens of phones activated over the years without a problem. Unfortunately, **** had a different agenda. **** was well aware of what we needed to do. He took the **** # of our new phone and attempted to activate it. He required my wife to click through some screens to "make this active". We knew there was a problem when **** kept insisting that my wife purchase an insurance plan. She opted out each time. He was extremely persistent. **** sent my wife a link and asked her to agree. **** had added the insurance policy and tried to get her to agree to the terms. She wouldn'************ agreed that the phone would be activated after my wife complete these other steps and agree to the terms. That communication ended. The phone was not activated. I called into customer service. I was told that **** had started an order to purchase a new phone and was able to get my wife to click the appropriate screen agreeing to this. ORDER A NEW PHONE? this was not a communication error. This is FRAUD! This is criminal! Please review my communications with Verizon since July 29th. I have had 5 calls that have taken over 4.5 hours. I also had to go to the Verizon store to get this resolved. We did not call Verizon to get scammed. We called for help. **** cared only about increasing his commission check. I have no doubt that **** will continue to scam elderly people and other people of color out of his own greed. Is this an isolated employee? Is this the culture throughout customer service and management? I write to the BBB so that someone at Verizon higher than ****** direct management will look into this matter. Noone deserves to conned and scammed by their own wireless provider.

  Business Response

  Date: 08/09/2022

  Upon receipt of the complaint, the account was thoroughly reviewed. Our customer requested the activation of a device on an existing line via a chat representative on July 29, 2022. The chat representative created an order to activate the esim for this dual sim device using the required secondary device IMEI number. Several times the representative offered insurance which our customer declined each time. Activating the esim required placing an order and its acceptance electronically by the customer. The initial order acceptance communication included the addition of insurance, but was removed after our customer recognized the error. The insurance was removed and a new communication sent to our customer for acceptance. Concerned that insurance may still have been added to the account, our customer called and spoke to a live care representative, who confirmed no insurance was added, but incorrectly informed our customer this order was fraudulent, not recognizing the secondary IMEI number being used for the device. Multiple representatives were then employed, including our fraud department, over the next two days to investigate the transaction, cancel the order, and activate the device with a physical sim card for use. As discussed with our customer, no fraud occurred or insurance added. To resolve this issue, we will be providing coaching and education to all representatives involved regarding recognizing esim orders, along with specific coaching for the chat representative for offering insurance products responsibly. ****************** appreciated both the information provided and our commitment to coach and train our employees to prevent future customer issues.

  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:08/04/2022

  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.

  Trade in my old phone to newer version And to be credited $700 for my old and pay ***** for the new one To be charged $***** for the new phone And credit the acct ***** every month After 12 months the stop the credit and continue to charge ***** I called the customer service ********************** several times Promising to fix the problem Still no credit

  Business Response

  Date: 08/09/2022

  August 09, 2022
  

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

  RE: Complainant: *************************
  Complaint Number: 17670882
  

  Dear Ms. ************************************ you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
  *************************. ***************************** has contacted the Executive Relations department stating that when their business
  account was converted into a personal account that the trade in promotional credit fell off. Please accept this letter as
  confirmation of VZW's response to her concerns.
  

  Prior to the transfer of service, the mobile number ending in **** was receiving promotional credits totaling $25.78
  /month, with 9 of 24 credits already applied. Promotional credits cannot transfer from one account to another, so
  promotional credits ended at the time of the transfer and the remaining 15 credits were forfeited. Most recently, on
  August 3, 2022, one credit in the amount of $25.78 was applied to the account by a **************** representative
  and notes were added to indicate that we will continue to manually apply a credit each month for 15 months to honor
  the remaining promotional credits that were forfeited. We apologize if disclosure was not provided regarding this
  change and will ensure the appropriate internal coaching and feedback is provided. To bring closure to this concern,
  our office has honored the remaining promotional credits. The two missing credits totaling $51.56 have been applied
  today, and a monthly credit of $25.78 each will continue to apply for the next 13 months, beginning on the August 25,
  2022 invoice.
  

  Should you have any questions regarding this correspondence, I can be reached at ******************************.
  My office hours are 8:00 AM - 5:00 PM PST, Monday - Friday. Thank you.
  

  Sincerely,
  

  ********
  Executive Relations Analyst

• Initial Complaint

  Date:08/04/2022

  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 had Verizon prepaid wireless service for 3 years and in the last 8 months I have had to replace my cell phone and SIM card four times and I still have the same problem of my network being disconnected because the tower won't recognize my SIM card and device that I have paid for out of pocket four times one was a ** zone 4 was the starting device the second device was a ** Phoenix for the third device was a iPhone 8 and the fourth device is a Moto e and brand new SIM cards came with devices when replaced and I have been trying to get help from Verizon because I cannot make or receive phone calls because it says disconnected Network and I have tried daily to get Verizon to resolve the disconnect problem for 8 months with no resolution or reconnection for my device but yet they get there payment every month auto pay and I still have no service unless it's in Wi-Fi mode and I should be able to use my phone when I leave my home because I pay for service I shouldn't only be able to use it because it's connected to Wi-Fi and I have proof because I have ticket number and I also have screenshots of this issue as evidence to prove that they have not resolved my problem just want help getting it fixed or taking action against them I am a disabled senior citizen that depends on my phone and it is independable and they have done nothing to help me or fix it at all since the problem started and they have not refunded any of my money for the devices and SIM cards I've had to pay for out of pocket I just don't think that's fair what do you think you can do to help me thank you very much my name is ************************* I live in ***************************************

  Business Response

  Date: 08/15/2022

  P.O. Box 10
  ******, ** 07101-0010
  
  
  August 15, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *************************
         Complaint Number: 17669003
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for *************************. ****************** expressed concern regarding not receiving service on her pre pay phone. She sates it says disconnected network Please accept this letter as confirmation of VZW's response to her concerns.
  

  Upon receipt of this complaint, a thorough review was completed.  To resolve this issue our office had confirmed a new sim card was sent out to her by our customer service team. Our office assisted with activating the new sim. At the time of activation, she had no other device available to speak on, this would be needed so our office could walk through the activation process. We than hung up with ****************** and provided instructions on what the next steps were to complete activation of the new sim card. Our office made several attempts to call her back that day as well as over the next few days and only received her voicemail. Should she respond to our contact attempts we would test and confirm that the device is now working.
  

  Verizon Wireless appreciates the opportunity address your concerns and apologizes for any inconvenience this matter may have caused.  If you have any further questions or concerns, you may contact me directly toll free at ***************************, Monday through Friday between the hours of 8:00 AM and 4:30 PM PST.
  

  Sincerely,
  

  Crystal 
  Executive Relations Analyst

• Initial Complaint

  Date:08/03/2022

  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 Thursday 7/28/22 my fianc ********************* went to Verizon store in ******** on south 3rd. He changed our phone plan from prepaid to post paid. We had 4 phone lines and he added another to make 5. We got 4 new iPhone 12s and just kept my phone since it is a new iPhone 13 pro. The salesman switched all the new phones over and they work fine, but mine never worked. We have been in there 5 days out of the 7 days trying to get answers to the problem. We have spent hours upon hours on the phone with Verizon to get this resolved and still nothing. They lost my phone number and just keep telling us it is in limbo and for some reason will not port over. They keep saying the issue is escalated to get fixed but we feel as though they really are not trying to fix anything at this point. We have explained I have had this number for over 15 years and I use it for work. No one can seem to fix the issue and will not even take responsibility for what is happening. I have now been without my phone number for 7 days. I find this very unacceptable, we had a lot of patience and understanding but are tired of being blown off now by the whole company,

  Business Response

  Date: 08/12/2022

  August 12, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *****************
         Complaint Number: 17667755
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above-referenced complaint for ****************** ********************* contacted the **************** via a Better Business Bureau complaint in regard to experiencing issues with completing a port request. Please accept this letter as confirmation of VZW's response to her concerns.
  
  
  
  As a resolution, I partnered with our internal Prepaid Liaison and they were able to successfully recover and reactivate mobile number ************ back to account number ************. I partnered with the Port and (TYS) Transfer Your Service Department to receive assistance with completing the migration. The Port Department and TYS were successfully able to replace the mobile number ending in **** with the mobile number ending in **** on account number **********. I applied a $50.00 inconvenience credit to the account per courtesy due to ********** not being able to use her mobile device for two weeks. The Adjustment leaves a balance due of $41.12 due to be paid by August 19, 2022. ********** accepted all offers. ********** confirmed that we addressed and resolved her 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

• Initial Complaint

  Date:08/03/2022

  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 had Verizon here in my town since April, and I hardly ever have any phone service, even when driving about town. Their coverage map shows they provide coverage for this area, but it's non existent. I've been paying 226 bucks a month for two phones for my wife and I and we can hardly ever use them unless we're connected to wifi. If our power goes out, we have no way to contact anyone. I've spent a good 12 hours on the phone with them and their only solution is for me to switch carriers, which would cripple us monetarily. They told us we could turn our phones into Verizon and thay we wouldn't own anything more on our phones, but we would not receive any refund on what we've payed for phones and service that don't work. Then we'd have to come out of pocket to buy new phones and we don't have that kind of money.

  Business Response

  Date: 08/10/2022

  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  RE: Complainant: *****************************
  Complaint Number: 17665946

  
  Dear Ms. ***************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
  *****************************. ****************** expressed concern about the service in his area, and returning his devices. Please
  accept this letter as confirmation of VZW's response to his concerns.

  
  ****************** reached out to the **************** because he says that the service is intermittent in his surrounding
  area, and he would like to return his devices and cancel his services.

  
  According to the Verizon Technical Advisory Group(TAG), there have been six Network Repair Bureau(NRB) tickets submitted for *********************** area in the last 30 days. TAG went on to say that all but one of the tickets has confirmed that Mr. ****************** lives in a poor coverage
  area. TAG has suggested that ****************** utilize Wi-Fi calling or a network extender.

  
  ****************** is outside of the 30 day return period, so at this point he would be responsible for buying out the remaining balance on his devices.
  ****************** has been unresponsive. The **************** is prepared to provide ****************** with a free network extender for his home. We
  will close the case, as ****************** is unable to reach, but the offer will remain available.

  
  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

  Customer Answer

  Date: 08/11/2022

  
  
  Complaint: 17665946
  
  
  I am rejecting this response because:of course I am unresponsive. My phone doesn't work at home or when I am out and about in town. How can I answer calls when my phone does not work?????? Have them email me to discuss since at least I can do that. Them telling me use wifi (which is from a seperate provider) is basically them saying their service DOES NOT WORK.
  
  
  
  
  Regards,
  
  
  *********************

  Business Response

  Date: 08/16/2022

  August 16, 2022
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  RE: Complainant: *****************************
  Complaint Number: 17665946

  
  Dear Ms. ***************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
  *****************************. ****************** reached out to to the **************** in response to the letter that Verizon sent to the
  BBB previously. Please accept this letter as confirmation of VZW's response to his concerns.

  
  ****************** reached out to the **************** to redeem our offer for a free network extender. The ****************
  was able to order the equipment for ******************. ****************** is 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:08/03/2022

  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 called Verizon Wireless on Monday, August 1st, 2022, to discuss my most recent **** that reflected a $952 amount. This was more than $700 more than my normal ****. I traveled to ****** and ****** via cruise during my last billing cycle. Because ****** and ****** were advertised as being included in my plan, I thought there would be no issues with my using my phone. However, I was shocked to see over $700 worth of surcharges, and Verizon explained that it was due to being on a ship, which is a **** area and doesn't count as being in the US or ******. I explained that I was unaware that this would happen and asked what could be done. I was then promised a credit of $509 that would be available within ***** hours. After reviewing my account two days later, on 8/3/22, I saw that the credit was still not applied. I then began an online chat with Verizon, and the rep stated that the credit was denied. I explained that I was PROMISED this credit on a recorded call. After going back and forth, the online rep then stated that they would honor the $509 credit. They even messaged me the following:"AS you have been told over the call that the charges would be waived off, we will take care of the charges that you were promised.""Great news! We have successfully processed the credits on the account. Rest assured, We took care of it."Then a few minutes later, the same rep messaged again stating that they actually could not process that amount, only $254. I am floored that a company allows its reps to promise credits both over the phone and through Chat, and NOT honor it. I asked what other options were available, and none were presented. Just apologies that I was once again LIED to. As these agents represent the company, I would like Verizon to make this right and honor the credit promised.

  Business Response

  Date: 08/10/2022

  Upon review of this complaint, a thorough review was completed. Our records indicate that Mrs. ****** was billed international charges on the most recent invoice, as a result of traveling abroad via Cruise Ship. Typically, when a customer is onboard a ship, options for services available with the ship are presented to the customer, as they have their own maritime services and are considered international when not docked at a US-based port.  It is recommended that prior to any travel, customers review international service options for their usage prior to their trip, or review vacation suspension options. If a device is to be used,  Airplane Mode may help to avoid these types of charges if a ship does not offer Wi-Fi or calling and text plans while on board.
  
  The **************** confirmed with Mrs. ****** that she understood Verizon's international plans and what is covered. While charges were valid, we see where she was offered compensation as a one-time courtesy credit of $509 by ***************** however, this was a partial amount of total charges. In an effort to provide a satisfactory resolution, and honor the previous promise, our office applied an additional credit of $255. Mrs. ****** confirmed that was satisfied with this resolution and understands that future one-time charges and fees will be valid and compensation will not be offered. The **************** considers this case closed.

   

  Verizon Wireless appreciates the opportunity to address your concerns. If you have any further concerns or questions, you may contact me directly toll free at ************************, Monday through Friday between the hours of 11:00am and 8:00pm
  

  ******* | Verizon Wireless | Executive Relations
  
  

• Initial Complaint

  Date:08/03/2022

  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 purchased a phone with Verizon and never was able to use it . I tried taking it back and because I was one day over 13 day limit they wouldnt take it. Then continue charging me and I never used it because I could not get signal.... Now they have put 400 dollars on my credit report.

  Business Response

  Date: 08/08/2022

  The customer has not responded to communication in order to investigate her case, We have closed the case due to being unable to reach the customer.

   

  Thank you 

• Initial Complaint

  Date:08/03/2022

  Type:Order 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 went into Verizon Victra to get a new phone in January of 2022. I wanted the A32 ******* Galaxy which they had the day before. However, when ***** went back to get it he said they were all out but I could get the ******* Galaxy for only $40 more than what I would be paying for the A32 which seemed reasonable. Told him I wanted to pay cash as I did not want a contract to protect my credit score in case we would be buying a new home. He said I had to wait until the first statement came and then I could pay it off. Otherwise I would lose the $400 promotion. **** reiterated that so each month my statement came, it was still a high balance and that I couldn't pay it off until ****. That was a slap in the face. I wrote to Verizon headquarters and no answer. I didn't see my contract until printed going out the door. I called each month and talked to a very nice Customer relations lady who said she had the same complaint many times. I was shocked to hear this happened over and over again. She said I would just have to ride the contract out. Again, I stipulated when purchasing this I did not want a contract. It seemed like my concerns were swept under the rug from beginning to end.Yesterday I got my **** again and still owe almost $600 to pay it off (locking me into a contract. I also know that they said they were raising their rates by $6 a month which added fuel to the fire. Mine actually went up by $8 since they add taxes and fees.I went to the community forum and there was a lady stipulating the same thing so I answered her and of course one of the ** customer relations people told me they were sorry and to contact her. I had no way to message her since it didn't come through to my private messenger.I am not the only one and know that there was a petition against Verizon to appeal the charges and then all of a sudden said it was closed.I personally would love to get away from them after 35 years due to the shady dealings. Can you help?

  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 a contract.  Please accept this letter as confirmation of VZW's response to his/her concerns.
  
  ********************* stated when she upgraded she accepted a promotion for $400 off of the phone. She mentioned at the time of the upgrade she advised the agent she did not want a contract on the device. She stated she did not notice there was a device payment agreement attached to her purchase until she left the store location. She mentioned she has called in about the having it removed and they have advised her she would lose the promotion if she pays off the device payment agreement.
  After further review, there was a promotion at the time of purchase for $300 off of a phone if there was an upgrade to a ******* device, which was accepted at the time of the upgrade. The promotion required the customer to be on a premium unlimited plan. We show **************** is on a grandfathered tiered plan which would not qualify for the promotion. Also, the promotion was not added to the account, which is why she has not received any credits for the phone. ***************** stated she was not aware of a plan change as the store did not advise her that a change was required.
  Sincerest apologies were extended to ****************. We advised we would provide coaching and feedback to the store location regarding her experience.
  As a one-time courtesy we offered ***************** the option to perform a force buyout on the balance and we would issue a credit of $300 to the account. She accepted and was satisfied with the offer. We advised ***************** to pay the current balance of $78.52 and the on the next **** she will see the remaining balance of the device and the credit of $300. We also advised once the next **** is generated and paid, the device will be paid off and there will no longer be a device payment agreement. 

  Customer Answer

  Date: 08/09/2022

  [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:08/03/2022

  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 charged an extra $70 for the last 4 months for a device of which I canceled 4 months ago. I called Verizon two weeks ago and they said they would refund me for those four months and update my **** to $150 to next ****(what it should have been the last 4 months)They just had to send the request in to the proper department.It has been two weeks since they said this and they still have yet to give me a refund except for one month and still have not updated my ****. They are applying the credit they gave me for my next **** of $70 to the $220 **** even though it should only be $150. They are still overcharging me $70 after all of this and have given no refund except one month. When I look at my **** for the next month it says $150 but then somehow when I get billed its always $220. Again this has been going on for four months.

  Business Response

  Date: 08/10/2022

  August 10, 2022
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  RE:  Complainant: ***********************
         Complaint Number: 17663154
  
  
  Dear Ms. ********************* Thank you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ***********************. In the complaint,**************** states the following:  I have been charged an extra $70 for the last 4 months for a device of which I canceled 4 months ago. I called Verizon two weeks ago and they said they would refund me for those four months and update my **** to $150 to next ****(what it should have been the last 4 months)They just had to "send the request in to the proper department. It has been two weeks since they said this and they still have yet to give me a refund except for one month and still have not updated my ****. They are applying the credit they gave me for my next **** of $70 to the $220 **** even though it should only be $150. They are still overcharging me $70 after all of this and have given no refund except one month. When I look at my **** for the next month it says $150 but then somehow when I get billed it's always $220. Again this has been going on for four months.  Please accept this letter as confirmation of VZW's response to his concerns.
  
  Upon receipt of the complaint, I reviewed the account and found the charge *************** is disputed is associated with a ********** subscription.  The subscription was activated on 04/09/22 and the subscription is currently active.ON 8/10/22, I spoke with **************** and explained the charges.  He contends he cancelled the subscription a few month ago.  I explained the process for cancelling the service and email **************** the cancellation instructions.   I found customer service applied a one-time courtesy credit for $64.99 to cover the service for the last cycle.  The account reflects a credit balance of $72.08 which includes the taxes associated with the subscription.

  No additional action was taken regarding this matter.  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,
  James 
  Executive Relations Analyst