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

  4164 Burbank Rd. Ste. B Wooster, OH 44691

• 

  Verizon Wireless

  3750 A W. Market St. Akron, OH 44333

• 

  Verizon Wireless

  1260 E. Tallmadge Akron, OH 44310

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:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Verizon client for nearly 20 years. Upon upgrading to 5G, service declined sharply. Verizon at the time explained that it was due to towers in the area not being upgraded, and I was offered a statement credit, which I declined as the issue was not resolved. I explained I would wait until it was resolved and then get a statement credit. After 6 months, they never resolved it, so I was forced to find another carrier. Now Verizon refuses to credit service that was not due to an outage outside of their control.

  Business Response

  Date: 08/03/2022

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

  
  August 03, 2022
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  RE:  Complainant: ***********************
         Complaint Number: 17661480
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for Mr. ************************ in regard to his request for service adjustments for a decline in his data signal while we worked to improve towers in the area. Please accept this letter as confirmation of VZW's response to his concerns.
  
  ************** initially contacted our office through a Notice of Dispute on July 19, 2022. During this contact, ************** requested a $100.00 per month adjustment for the decline in data signal that he experienced, totaling $500.00. Our office declined this request, due to his service charges only being $70.00 per month. The service disruption caused a negative experience, but not a complete outage, for data users in the area; therefore, a credit for the full plan charge would not be warranted as the plan cost includes talk, text messaging (non iMessage) and data. With this information taken into consideration, and with respect to his Customer Agreement listed at https://****************************/legal/notices/customer-agreement/, we respectfully declined his request for full service credits dating back to February 1, 2022.
  
  As a courtesy, our office applied a $100.00 adjustment on July 22, 2022, for the international plan costs that were billed on his account. In addition, we offered a partial service credit for the partial service disruption, totaling $140.00. ************** declined this offer, and we increased the courtesy offer to $280.00. ************** again declined our offer and repeated into our department on July 29, 2022, again requesting a $500.00 adjustment.
  
  The Verizon **************** has attempted to mediate this concern by honoring the previously offered courtesy adjustment in the amount of $280.00, in addition to the $100.00 courtesy adjustment that was previously applied. ************** declined this offer again on August 1, 2022. Our attempts to bring closure to ************** concern has been repeatedly declined, as he continues to escalate the issue. ************** understands that our offer is no longer available, our office will not be offering any additional concession, and that this is our final position on the matter.
  
  The current account balance reflects $1079.15, which includes the two device payment buyout charges, less the $100.00 adjustment that was previously applied. If ************** wishes to make a payment towards his account, he may contact our ***************** Team at ************.
  
  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,
  Kristen 
  Executive Relations Senior Analyst

  Customer Answer

  Date: 08/03/2022

  
  Complaint: 17661480
  
  I am rejecting this response because:
  
  1.  How is Verizon calculating that data service is only worth $70 per month?   Even at $70 per month, data service was unusable from mid Jan until canceled in early July.    This is $420.   But I, nor any other customers should be subjected to this long of an "outage", and Verizon's response that I should pay 100% for the usable part of the service is laughable.  The network was not a viable communication network, period.   This is akin to someone renting a car, the car not driving, but the rental agency saying they should still pay 50% since the seat warmers and air conditioner still work.   My request is less than 50% of the billed amount over that period, which is extremely reasonable.  Verizon shows poor accountability for the "Best Network" Verizon claims to have.    A short term outage outside of Verizon's control is much different than failing to maintain and provide reasonable coverage for an entire area.  

  2.  Verizon has continued to change their story about the cause of the network outage, and refused to take accountability.   In March, I was told that towers in my area were in the process of being upgraded to 5G, and to be patient.  Further calls I was told it was a downed tower.   Then, Hunter in the executive office, blamed 6 months of issues on simple "network congestion".    During this time, Verizon continued to tell me the issue was being worked on by network engineers, and would be resolved soon.   During this time, I could have switched carriers had Verizon been honest about the issue, which I still don't have a straight answer about.   
  
  3.  $500 is the price to leave me happy enough with Verizon's response to consider Verizon service in the future.   I spent 20 years with Verizon, until they broke our relationship by failing to uphold their part of our agreement, to provide a usable network.   
  
  
  
  
  
  
  
  
  

  
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/05/2022

  ********************************************************** 05, 2022
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  RE:  Complainant: ***********************
         Complaint Number: 17661480
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for Mr. ************************ in regard to his request for service adjustments for a decline in his data signal while we worked to improve towers in the area. Please accept this letter as confirmation of VZW's response to his concerns.
  
  ************** initially contacted our office through a Notice of Dispute on July 19, 2022. During this contact, ************** requested a $100.00 per month adjustment for the decline in data signal that he experienced, totaling $500.00. Our office declined this request, due to his service charges only being $70.00 per month. The service disruption caused a negative experience, but not a complete outage, for data users in the area; therefore, a credit for the full plan charge would not be warranted as the plan cost includes talk, text messaging (non iMessage) and data. With this information taken into consideration, and with respect to his Customer Agreement listed at https://****************************/legal/notices/customer-agreement/, we respectfully declined his request for full service credits dating back to February 1, 2022.
  
  As a courtesy, our office applied a $100.00 adjustment on July 22, 2022, for the international plan costs that were billed on his account. In addition, we offered a partial service credit for the partial service disruption, totaling $140.00. ************** declined this offer, and we increased the courtesy offer to $280.00. ************** again declined our offer and repeated into our department on July 29, 2022, again requesting a $500.00 adjustment. The Verizon **************** has attempted to mediate this concern by honoring the previously offered courtesy adjustment in the amount of $280.00, in addition to the $100.00 courtesy adjustment that was previously applied. ************** declined this offer again on August 1, 2022.
  
  On August 4, 2022, ************** rebutted our response to the BBB and continued to request a $500.00 adjustment. We understand that 1/3 of the service, their data, was unreliable during the timeframe requested. Based on the cost of the plan, what the entire plan cost included, and verifying that only the data was impacted, we are able to offer ************** reimbursement for impacted service. Below are our calculations:
  
  1/3 of $70.00 = approximately $23.33
  $23.33 x 5 months = $116.65
  $116.65 x 2 lines = $233.30
  
  Based on the information and our research, a $233.30 adjustment is the only amount that can be justified as owed to **************. Our office has already applied $100.00 to his account, and we have previously offered an additional $280.00 to bring closure to his concern. These offers would bring his total account adjustment to $380.00.
  
  On August 5, 2022, ************** agreed to the offer that our office has maintained. Upon his agreement, we applied a $280.00 adjustment to his account in addition to the $100.00 that was previously applied. The current account balance reflects $799.15, which includes the two device payment buyout charges, less the $100.00 adjustment that was previously applied and the $280.00 applied on August 5, 2022.
  
  If ************** wishes to make a payment towards his account, he may contact our ***************** Team at ************.
  
  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,
  Kristen 
  Executive Relations Analyst

• Initial Complaint

  Date:08/02/2022

  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.

  In June 2022, I transferred wireless services for my six cellular phones and my wireless internet service from **** to Verizon. At that time I was informed of several rebates for switching carriers and for bringing along some of our existing devices. I was informed by the salesman that rebates of this nature "take a couple of weeks," and that the trade-in value for three of our devices would be reflected on our **** in "a couple of billing cycles."Despite repeated notifications from Verizon about pending rebates "within 48 hours," I have received one rebate for $200 and not for the other $1,700 in rebates. I have also, after two billing cycles, received no reduction in my **** for the devices traded in.This is in addition to the hundreds of dollars that I was charged in fees for switching services.Customer services has merely copied boilerplate language about the time involved in receiving these rebates and has offered no resolution or even a meaningful response of any kind despite multiple attempts.I would appreciate any assistance that the Better Business Bureau has to offer in resolving this manner.

  Business Response

  Date: 08/09/2022

  August 09, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: ***********************
         Complaint Number: 17661131
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ***********************. In the complaint, ****************** states the following: "In June 2022, I transferred wireless services for my six cellular phones and my wireless internet service from AT&T to Verizon. At that time I was informed of several rebates for switching carriers and for bringing along some of our existing devices. I was informed by the salesman that rebates of this nature "take a couple of weeks," and that the trade-in value for three of our devices would be reflected on our **** in "a couple of billing cycles." Despite repeated notifications from Verizon about pending rebates "within 48 hours," I have received one rebate for $200 and not for the other $1,700 in rebates. I have also, after two billing cycles, received no reduction in my **** for the devices traded in. This is in addition to the hundreds of dollars that I was charged in fees for switching services. ******** services has merely copied boilerplate language about the time involved in receiving these rebates and has offered no resolution or even a meaningful response of any kind despite multiple attempts. I would appreciate any assistance that the Better Business Bureau has to offer in resolving this manner."  Please accept this letter as confirmation of VZW's response to his concerns.
  
  Upon acknowledging receipt of the complaint, I emailed ****************** and advised email could be used as a form of communication if preferred.  ****************** requestion email communication to resolve the concern.  After reviewing the compliant, I was unable to decipher what action ****************** took to acquire the gift cards.  He also did not provide specific detail related to the numbers associated with the offers.   It was at this point, where I determined email was not the best method to resolve the concern. I requested a call from **************** in order to expedite the resolution. ****************** explained he was not available to contact me via phone and continued to request email correspondence.  On 8/8/22, I advised ****************** via email that email correspondence is an option and not a requirement to resolve the concern.   He responded and provided additional detail regarding the concern.  

  
  After receipt of the email, I found ****************** was requesting the rebates gift and promotional credits offered at the point of sale.  I responded and advised ****************** the rebates and promotional credits can take up to 8 weeks for receipt and the process cannot be expedited.   The trade-in credits were added to the account within the allotted time period and appeared on the 7/17/22 invoice; therefore, no action was required.   
  I sent ****************** an email with the requirements to receive the $500.00 rebates for the remaining three lines of service.   The instructions provide all the tools needed to redeem the gift cards; however, the process cannot not be expedited.   No action was required at this time as ****************** must allow the 8 week time period to elapse before filing a complaint. 
    
  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

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal customer of ********************** for many, many years. I purchased a new iPhone 13 in January when my iPhone 8 broke. In June, their website offered a free iPhone 13 for current customers with a trade-in of an iPhone 10 or higher. I took the opportunity to trade in the new phone from January to get a new color and more storage. I called in the order on 06/23/2022. The new phone shipped, I mailed the old phone back, and was then notified that I would receive a $400 credit for my trade-in. I immediately chatted with the company and was told I would have to pay $10 extra per month if I wanted the full trade in amount. So I called and the customer service agent said management would credit the additional amount. On my most recent bill, the correction was not made so I called again. Now they are saying they cannot fix this and I have to accept the $400 trade in or pay $10 extra per month for three years. I am beside myself as I would have never traded in a new phone at such a loss. They refuse to help me. I want someone there to override this as I was promised the full trade in on the website, by the order taker, and by the customer service agent.

  Business Response

  Date: 08/09/2022

  Attached. Thank you.

  Business Response

  Date: 09/15/2022

  This confirms the $800.00/36mos trade-in promotion was added on 8/4/2022 toward the associated iPhone 13 Device Payment Agreement (on the line ending in ****). The credits will begin on your next bill, including catch-up credits. 
  Please note: Line(s) must remain active, on an eligible plan and in good standing to receive promotional value. If your promo credits are associated with a trade-in, you'll lose your credits when you pay off your device payment agreement before your trade-in device is received and the device you traded in must be in good working and cosmetic condition to receive credits. The credits will end at the end of your promotional term or when you cancel, transfer or upgrade this line.

• Initial Complaint

  Date:08/02/2022

  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 made an over the phone call to Verizon requesting supervisor support for a ******* 8+ issue and ******************************* presented herself as an supervisor(later I find out she's not) and assisted me with a trade in that I specefically requested that there be no monthly fees for the purchase of the phone to avoid contract I was under the impression I paid total price for the phone and ended up being put under a 36 month contract and that contract initiated without my authorization consent and the associate documents I made a down payment for the phone which was not true. I further pursued with ***** ************************* HBA Support Coordinator who attempted to make it right but since I have not had full service through Verizon with the use of my current phone, my **** has been different every month in which both **** and ***** said they would go over my **** and did not, I still have the email from both parties. My phone does not have proper insurance due to the associate misinformation, no one finished the setup for the streaming package that's apart of my plan, when I go into my local corporate Verizon in Burlington ** the manager won't help me because she said it was a phone transaction and my last phone call I was put on hold to escalation department and I was told I would be called back and never was called. I made my last call and the customer service rep out right denied me a supervisor support and told me if he attempted to route me to escalation department my call would be dropped. I never made a cell phone purchase through Verizon, I was told to buy my own phone, i would be reimbursed now my **** is out of control and no one I initiated the new device trade in with ever conclude my billing expectation or awareness. I have called Verizon over 20 times the past 3 months or more trying to get this straightened and it's above routine customer service handling. I feel my account is flagged and Verizon does not intend on servicing me and I want out.

  Business Response

  Date: 08/08/2022

  August 08, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  RE:  Complainant: *****************************
         Complaint Number: 17657064
  
  
  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 made an over the phone call to Verizon requesting supervisor support for a ******* 8+ issue and ******************************* presented herself as an supervisor(later I find out she's not) and assisted me with a trade in that I specifically requested that there be no monthly fees for the purchase of the phone to avoid contract I was under the impression I paid total price for the phone and ended up being put under a 36 month contract and that contract initiated without my authorization consent and the associate documents I made a down payment for the phone which was not true.I further pursued with ***** ************************* HBA Support Coordinator who attempted to make it right but since I have not had full service through Verizon with the use of my current phone, my **** has been different every month in which both **** and ***** said they would go over my **** and did not,I still have the email from both parties. My phone does not have proper insurance due to the associate misinformation, no one finished the setup for the streaming package that's a part of my plan, when I go into my local corporate Verizon in ********** ** the manager won't help me because she said it was a phone transaction and my last phone call I was put on hold to escalation department and I was told I would be called back and never was called. I made my last call and the customer service rep out right denied me a supervisor support and told me if he attempted to route me to escalation department my call would be dropped. I never made a cell phone purchase through Verizon, I was told to buy my own phone, i would be reimbursed now my **** is out of control and no one I initiated the new device trade in with ever conclude my billing expectation or awareness. I have called Verizon over 20 times the past 3 months or more trying to get this straightened and it's above routine customer service handling. I feel my account is flagged and Verizon does not intend on servicing me and I want out."  Please accept this letter as confirmation of VZW's response to her concerns.
  
  Upon review of the account I found an order was processed for a ******* S22 in March 22 and the order included a $359.99 deposit and a $400.00 trade-in promotion.  The promotion required a device payment plan for ***** to quality for the recurring credits month over month.  When the device was returned, the promotional credits were reversed and billed back to the account.   Customer service applied credits to the account totaling$520.83 to reimburse **************** for the down payment, taxes and inconvenience she experienced.  The credit was applied towards the 5/2/22,6/2/22, and portion of the 7/2/22 invoices.  The account now show a current balance of $106.63 which is due on or before 8/25/22.   
  
  On 8/8/22, I spoke with **************** to address her concern.  I explained how the promotion work and how the credit was applied to the account.  **************** understood but considered changing providers based upon her overall experience with customer service.  As a courtesy, I offered to provide a free ******* Galaxy S21 FE to replace the current device which is a ************************** device.   *************** accepted the offer and the order was processed at no cost as agreed.   I advised **************** to re-enroll with autopay to receive the $10.00 monthly discount.  She understood and had no further questions at this time.  
  
  Verizon apologizes for the inconvenience **************** experienced.  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

• Initial Complaint

  Date:08/01/2022

  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 bought an iPhone 11 from Verizon and received it on may 25th . the phone had issues and on June 10th I called customer service and they did some testing with tech support and concluded that the touch screen was faulty. Apple doesnt have any recalibration testing so they told me that I would be receiving a new phone in exchange since it was well before the 30 policy. They stated it was all set up and my new phone was waiting at the Verizon store. **************** stated that all I needed was to give my name and everything was already noted so I wasnt going to have to explain anything . Just pick up the new phone and give them the faulty phone . They had no idea what I was talking about. Ive been waiting for a new phone to come in the mail then because that would be the only other way to receive it. Nothing . No package And Ive called probably ***** times In the last 3 weeks for someone to help me and where is my phone. No one helps , they hang up , transfer my call to departments when I never asked to get transferred in the first place. I have asked for a manager for 2 weeks now and no manger is available they say. I put in for a supervisor or manager to cal me. I still have to spoken to one . And still no phone . This has happened before and it took me calling 25 times and I finally got someone to help me out .. Im over this c*** . Why should I have to call more than 1 time . Especially after I already did the necessary steps and trouble shooting they wanted me to do . I need a straight new phone replacement. Not a warranty or insurance claim. That is what they try to do is give a refurbished phone instead. I am wellwithin the 30 day replacement period for an exchange for a new phone .. regardless the reason,please help me out . I have had Verizon waste over 50 hours of my time due to this issue. I want an apology and a new phone that works .That is it .Nothing for free , I just want what I paid for . This needs to stop before it happens to someone else.

  Business Response

  Date: 08/05/2022

  August 05, 2022
  

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

  RE: Complainant: *****************************
  Complaint Number: 17655744
  

  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 via the BBB stating that the
  phone screen on a newly purchased phone went out and that he was supposed to receive a new replacement,
  however he has received a used device. Please accept this letter as confirmation of VZW's response to his concerns.
  I have reviewed the account and found that the phone was originally purchased on line ending ****, however it is in
  use on line ending ****. The purchase date was 05/18/22. ****************** did advise of the screen issue prior to the 30
  days of the *** program. Remarks on the account state he was declined a new replacement because the device was
  purchased used, however this is incorrect. I have reviewed if there are any iPhone 11's in stock and there are not. I
  have spoken to ****************** and apologized for the frustration of the concern. I have offered to send ****************** a new
  iPhone 12 at no cost. He has accepted this offer and the order has been completed. He had no further questions or
  concerns.
  

  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:08/01/2022

  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 added a home protection plan to my account without my authorization and charged me for such plan I called to see why my **** had gone up almost $70 and the lady said because of the home protection on devices I said I never ordered this or spoke with anyone. She said she would remove the monthly charge. I looked at the account again and had to call back to say the charges were still there a person named ****** said it would not be removed until I go in and unsubscribe to these plans. I said I dont work for Verizon so why do I need to do this. She said that is the only way it will get off my account. Im so upset that Verizon can just add plans to anyone account and then they arent able to remove them as a consumer I have to do this. ****** also said they are adding these plans as a demo for people. I said how can they do this when it is not authorized? They still charged me for the axes snd fees of which they said will come off in the future but I have to pay them up front. I believe this is illegal and they should be held accountable

  Business Response

  Date: 08/05/2022

  Upon receipt of this complaint, A thorough review was completed. Our records indicate that an unauthorized user contacted an Asurion Tech Coach representative on July 14, 2022 regarding device issues. During the contact, the representative added Verizon Home Device Protect. The feature allows home devices such as laptops, gaming systems, smart t.v.s, etc. to receive warranty coverage for $25 a month. 

  As this action was not approved by ****************, she requested the feature be removed and the **** adjusted. The feature was scheduled to be removed on the last day of the **** cycle, August 14, 2022, and a credit of $25 applied to the account. It was not disclosed to her that the change was not immediately made and she made a second request to have the feature removed. On July 31, 2022, a representative assisted **************** in removing the item, per self-serve options, and additional billing would not incur.
  
  The **************** contacted **************** on August 4, 2022 regarding her negative experience. We confirmed the feature was added, without consent, and we have taken the appropriate actions against the representative. We confirmed that Verizon Home Device Protect billed to the account in the amount of $25 along with a $3 discount. Additional taxes were billed in the amount of $0.47. She has received an adjustment of $25, which is more than billed to the account. No further adjustments will be processed as the issue is resolved.
  
  Also, we advised **************** that the surcharges for voice lines have increased from $1.95 per line to $3.30. For this reason, the **** has increased by $8.10. She appreciates the information and is satisfied with our resolution.

  Verizon Wireless appreciates the opportunity to address your concerns. 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 to 5:00 PM EST.
  
  
  
  
  

  Customer Answer

  Date: 08/08/2022

  [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 somewhat  satisfactory to me. Although I feel Verizon was not helpful when I called them twice and I had to do all the work to remove this unauthorized feature from my account the executive person said the process was completed. I still feel that Verizon should have done more for me than just say that the process was completed since I was the one who had to call and keep track of getting this off my account.  I will be looking for another carrier. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/01/2022

  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.

  Contacted Verizon through Chat through my account in asking for the best wireless security camera that i could add to my account & make payments on. Was instructed by the chat representative to purchase the **** security Camera - he instructed me i would only need to pay shipping, taxes & the monthly fee of $20 per month plus the cost of device which was $7 or $8 per month. So i did. My **** stated full amount was due on next statement. Contacted customer service spoke with agent for 2 hours who claimed to have fixed issue on the back end. Received an automated text with **** amount still reflecting full amount due. Contacted customer service once again was told they could not fix it, there was no notes from previous representative. Only way to fix was return device & purchase again.That was there resolution. Completely frustrated with customer service lies, promises & solutions.

  Business Response

  Date: 08/03/2022

  August 03, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: ***********************
         Complaint Number: 17654837
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ***********************.  **************** states she purchased an **** security camera under the premise that the device would be charged monthly, but received notifications that she was being charged the full retail cost.  After speaking with representatives, **************** states she was told it would be resolved on the backend and then told the only option to resolve was to return the device, after which she could place a new order.  Please accept this letter as confirmation of VZW's response to her concerns.

  Review of the account shows that on July 14, 2022, the customer completed a purchase for an **** security camera through telesales.  The order reflects that the device was sold at the full retail price and billed to the account, along with next day shipping charges.  On July 18, the customer contacted customer service about the purchase and explained that they were told to pay the activation fee, sales tax, and next day delivery fees.  The representative remarked that the next billing statement was showing the full retail price, along with the other charges.  On July 25, the customer reached out via a chat interaction about the charges and the notes that were provided.  The representative stated there were no remarks regarding the purchase, which led to the chat being ended.  On July 31, remarks show a representative explained that the only option to resolve the issue would be to return the **** camera and once received, the customer could place a new order.  A return label was sent out for the device to be mailed into the warehouse.  

  Upon completion of the account review, an apology was offered to **************** regarding what took place.  **************** explained that the representative on July 31 didn't provide any identifying information, such as their last name or employee ID number, as well as they didn't provide any contact information to speak with corporate or a supervisor.  It was explained that representatives have the ability to escalate customer's concern if they have requested it, which would be addressed.  It was explained that if **************** returns the equipment, adjustments would be applied to remove the device charge and any other fees that were appearing on the newest billing statement.  **************** explained that she was concerned about her auto pay, as she didn't want to be charged the full price for the device but did not want to lose her discount due to potentially removing auto pay.  It was explained that we could pause the auto pay, which would skip the auto draft payment this billing cycle and will pick back up during the next cycle.  This would allow the customer to keep the discounting.  It was also offered to provide a credit of $50 for the inconvenience that was faced.  **************** stated she would be visiting a local corporate store, which was done on August 3, to return the device.  Remarks show that a restocking fee was accessed, as it was unable to be waived with the return.  With this occurring, it was explained to **************** an additional $50 credit would be applied to account for the restocking fee, along with adjustments for the next day shipping charge and activation fees.  **************** expressed satisfaction 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. 
  
  
  Sincerely,
  Jamar 
  Executive Relations Analyst

  Customer Answer

  Date: 08/04/2022

  [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:08/01/2022

  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 received a notice from Verizon Wireless that my account was going up $12. My last **** was $123. I called Verizon and spoke to ******. I thought he was doing a great job and even told his supervisor hed done a great job. He suggested I now accept auto pay and told me that he was giving me a loyalty promotion of being 55 or older and my payment would be $128.74. I agreed to that. I then received an email from Verizon Wireless stating that my **** is $189.34 and auto pay would be on August 14 and that payment would take place. Today Ive chatted with 3 live agents who have not resolved the problem. One said Id used a credit card instead of a debit card and could not get the promotion. I went in, changed it to a debit card and was told my payment was still $189.34. I will not pay that. Im 86 years old and live on Social Security. They have not resolved the issue and have treated me very poorly. I think this is awful for a major company.

  Business Response

  Date: 08/04/2022

  
  
    August 04, 2022
  
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  
  RE:  Complainant: ***********************
         Complaint Number: 17654583
  
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ***********************.  In the complaint, ************** states the following: I received a notice from Verizon Wireless that my account was going up $12. My last **** was $123. I called Verizon and spoke to ******. I thought he was doing a great job and even told his supervisor he'd done a great job. He suggested I now accept auto pay and told me that he was giving me a loyalty promotion of being 55 or older and my payment would be $128.74. I agreed to that. I then received an email from Verizon Wireless stating that my **** is $189.34 and auto pay would be on August 14 and that payment would take place. Today I've chatted with 3 live agents who have not resolved the problem. One said I'd used a credit card instead of a debit card and could not get the promotion. I went in, changed it to a debit card and was told my payment was still $189.34. I will not pay that. I'm 86 years old and live on Social Security. They have not resolved the issue and have treated me very poorly. I think this is awful for a major company.  Please accept this letter as confirmation of VZW's response to her concerns.
  
  Upon review of the account, I found ************** currently subscribes to the Start Unlimited plan at a monthly cost of $60.00 per month (this includes the $10.00 autopay discount).  In addition, ************** has insurance coverage for both devices at a monthly cost of $17.00 per line.  
  
  I spoke with ************** in an attempt to address her concerns regarding the most recent invoice billed at $189.34 and the current charges pending on the account.  During the discussion, ************** became frustrated with the information I was providing and decided to end the conversation. 
  
  Upon further review of the account, I found customer service added a 55+ loyalty promotion to the account, where a $40.00 credit will be applied towards the **** starting with the 8/28/22 invoice.   The monthly cost excluding taxes and surcharges will be $114.00 ($120.00 +***** - $40.00).
  
  After discovering the additional discount, I called ************** and left her a voicemail.  I advised a credit for $59.34 was applied to the current **** to reduce the cost down to $130.00.  This is the amount that will be debited from her payment account on 8/14/22.   No further action is required regarding this matter as the concern has been resolved.  If ************** should have any questions regarding this response, she should contact my office directly. 
  
  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.   
  
  Sincerely,
  
  James 
  Executive Relations Analyst

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Verizon gave me a free phone extender a while back so that I could make phone calls from my home as there is no cell phone service in my area. My internet company made us upgrade our modem and now the outdated extender no longer works with the new modem's signal and I need a new extender so I can once again make phone calls from my home. I am paying Verizon a monthly fee to be able to make calls from my home and I cannot until Verizon gives me a free replacement of the extender. I am paying Verizon for a service that they are not supplying to me.

  Business Response

  Date: 08/08/2022

  August 08, 2022
  

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

  RE: Complainant: *******************
  Complaint Number: 17652997
  

  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 via the BBB stating he changed his
  internet service and that now his network extender is no longer working. He is requesting a free replacement. Please
  accept this letter as confirmation of VZW's response to his concerns.
  

  I have offered to send a new network extender at no cost. ************** has confirmed the address and the order has
  been placed. I have waived all cost and advised ************** the shipping and delivery expectations.
  

  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:08/01/2022

  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.

  The Verizon Wireless Business turned off my phone without any notification. Raised the phone **** beyond a resendable rate and did not notify anyone, they were rude and did not handle this problem in a professional way. Beware of this company.

  Business Response

  Date: 08/08/2022

  August 08, 2022
  

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

  RE: Complainant: *****************************
  Complaint Number: 17650398
  

  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 via the BBB stating that
  Verizon Wireless turned off her phone without any notification and raised the phone **** beyond a resendable rate.
  Please accept this letter as confirmation of VZW's response to her concerns.
  

  I have found the account is not under ********************** name, nut rather her son ***************************. **** as initially not
  authorize on the account however I have spoken to ****** and he has authorized adding her as an Account
  Manager. I have reviewed the account and found that is was created on 05/05/2022. The first **** was created in the
  amount of $360.38 and was due on 06/28/2022. A payment of $180.38 was processed on 06/27/2022. on 07/07/2022
  A promise to pay arrangement was set up via the self service system by the customer advising the remaining balance
  that was due on 06/28/2022 would be paid by 07/23/2022. This payment was not received by the promised due date
  and the service interrupted on 07/27/2022 due to lack of the promised payment. I have spoken with ****************** and
  explained the reasoning behind why the service was interrupted. She understands that if a payment arrangement is
  set as a courtesy to extend the due date of the balance, that the mount promised to must be paid by the date advised
  or the account will run the potential of interruption. ****************** states she understands and would explain it to her son
  who is the Account Owner.
  

  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