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

38,033 total complaints in the last 3 years.
13,901 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:08/01/2022
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 My internet company made us upgrade our modem and now the outdated extender no longer works with the new modem's signal and I need a new extender so I can once again make phone calls from my home.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
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.
I was sent a regular *** card instead of a nano *** card for my I phone 12. It took 3 days to get here because the apartment number was not on the package. Then when I got the *** card it was a regular one not a nano *** card. Now I have to wait for a new *** card and another month because my current cell phone plan renews on the 3rd. The call center is over seas and Verizon corporate dont take calls anymore. This is the start of mass amounts of people leaving Verizon because they cant get their act together and fix problems in a timely matter.
Business Response
Date: 08/05/2022
Complaint:
Mr. ******************************* contacted the **************** via a Better Business Bureau complaint in regard to requesting the replenishment date be changed.

Research:
******************** stated that he activated service on August 02,2022, and that he was advised that the billing cycle date/replenishment date would begin as of the day of activation not when the order was processed. ******************* is requesting to have the replenishment date changed to September 02,2022. There are no account notations/remarks to verify/confirm what was told to ********************.

Resolution:
******************** stated that he activated service on August 02,2022, and that he was advised that the billing cycle date/replenishment date would begin as of the day of activation not when the order was processed. ******************* is requesting to have the replenishment date changed to September 02,2022. As a resolution, I advised ******************** that I would partner with our internal Prepaid Department Liaison to inquire if it's a possibility to have this date changed. The Prepaid Department was able to assist with changing *********************** replenishment date to September 01, 2022. ************************ account end date is currently 9/1/22 and bundle will renew with a new payment at the end of the day on 9/1/22 (ie. soon after midnight between 9/1 and 9/2). ******************** accepted all offers. ******************** confirmed that we addressed and resolved all his concerns. The **************** considers the case to be in closed status.

Coaching:
All viable coaching has been applied via CERS.
Customer Answer
Date: 08/05/2022
[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. I appreciate the timely response and fixing the problems that come up. Unfortunately Verizon along with lots of other companies have decided to outsource call centers and information technologies to ***** ????. While this saves money it sacrifices the American first ideology. This affects the businesses reputation and further complicates the communication process. Any company that has third party companies loses control for the sake of profits. Im thankful I have the corporate name and phone number for any problems in the future. I dont feel like my suggestions will be forwarded to corporate based on past experiences

Regards,

*******************************
Initial Complaint
Date:07/31/2022
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 multiple issues with Verizon and have been unsuccessful in my attempts to resolve this issue with their customer service team. ********************** has reneged on their promise to enable numbershare on my Palm companion, increased the surcharges on my ****, hasn't resolved the missing text message issues, and now they have put up a cell phone repeater station directly in front of my home.
Business Response
Date: 08/11/2022
August 11, 2022

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

RE: Complainant: *************************
Complaint Number: 17648369

Dear Ms.***********.:

Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above-referenced complaint for *************************. ***************************** contacted the **************** via Better Business Bureau complaint in regard to experiencing delayed text messages, number share issues, and a micro cell site being installed on his property without his approval or knowledge. Please accept this letter as confirmation of VZW's response to his concerns.

We partnered with (TAG) ************************ and (NRB) ********************* and they advised that the network is showing number share as set up properly.Records are indicating that the issues are related to the application itself.Network records indicate that there are no delays in text messages during the time frame indicated in the ticket. There was a delay on the primary device on 07/30/2022. Total delays in the last month were only ****%. The Palm device records show no delays during the last month. TAG and NRB strongly advise ***************** to consult the VZAPPS department before following the steps below as Messages+ is being sunset (per remarks on the account ****************** has already done this and we have provided him the resolution).

Open VZ Message Plus
Click the 3 lines in the upper left-hand corner
Click Get Help at the bottom
Pick Report a Bug

***************** can explain the issue from there. ****************** can also email them directly at ******************************************************* which is found in the app store, under Verizon Messages> Developer Contact. Logs indicate that integrated messaging is active. ATEx nor NRB contacted ****************** to complete troubleshooting due to the issue being related to Messages plus. Also while researching more, ATEX went to the Device Forums and found that back on 4/28/2022, ****************** spoke with a representative who created a device forum,and information was given back about why this was happening and the fix for it which is provided below:

A review indicates the user will need to enable Advanced Messaging Rich ************** Services (RCS) functionality on their open development device utilizing the ****** Messages app. Integrated messaging is not supported by Message+ for BYOD open development devices.

ATEX spoke with the customer on 5/6/2022, and explained this to him in detail, per remarks on the account. ****************** is very aware of this message plus and number share concerns and why it's not working with his non-vzw device. In regard to the microcell site, NRB has stated they do not handle Micro Cell location concerns nor does ATEX. I would advise going here:
https://www.verizon.com/business/real-estate/

Existing cell tower/site landlords can reach the Verizon Wireless ******************* Department through our Landlord Portal at verizon.com/suppliers. ATEX selected suppliers and was able to find ************* & ************, Verizon ******************** ************************************************************. ****************** can contact this department at ************ or ************************************** to inquire/receive further information in regard to the microcell site on his property. ATEX and NRB have addressed and resolved all ********************** concerns and we consider 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:07/30/2022
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.
Everything was wonderful UNTIL we went through the hassle of making the switch. I had a company phone through Verizon but through an employer. My wife and 2 children had a sprint account. I was leaving my employer and just going to add a 4th line on to our sprint account. My wife who is a realtor was having issues with her cell phone which is her lifeline. She suggested we just make the switch to Verizon and she heard they had A LOT of rebates and savings when you switch. We went to the store and at first was told we could do an even exchange for our phones. It wasn't until we got towards the end we realized we were to pay 280 per phone and turn the phones in. Okay. So we did. Then we were told we would get credit for ************ if I didn't transfer my Verizon phone number to a new Verizon **** so I went through the hassle to get a new number, updated all my accounts with a new number JUST for the 200 bucks. We were told it was coming in the form of a **** gift card. My wife asked "so since we are paying for all this right now, our **** won't be prorated, it will be due sometime in a month from now". Yes was the answer. We paid almost **** that day and sure enough had a **** due within 7 days later. Another 400 bucks. We were told activation fees would be waived. My wife had to call. Then the email comes for the rebates. Only 3 are on there. Now we just get an email saying a 200 VERIZON gift xard is sent for accessories? Why would anyone need 800 dollars in a Verizon gift card? That's ridiculous. We were lied to from the second we got there and now we are having to call constantly just to get the things WE WERE TOLD. We didn't ask for them. We were told it was a promotion. I went through every hoop that was the most difficult way to leave a company that provided me a phone because I wanted a better service and so far in the 30 days I've been with Verizon I paid over **** and now I won't even get the rebates back I wad promised?
Business Response
Date: 08/05/2022
August 05, 2022
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: ***********************************
Complaint Number: 17647925
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 he has
not receive the switcher promotions advised to him when he signed up for service. Please accept this letter as
confirmation of VZW's response to his concerns.
I have spoken to ************************ and he has asked that I speak with his wife *********************************. She has explained that
when they started service with Verizon Wireless the sales agent offered all activation fees to be waived, $800.00 trade
in credits for all of their lines and $200.00 **** gift cards for each line. She has now discovered that the activation fees
are not being waived and the gift cards are only for Verizon and only for accessories. ************************ has advised she
will forward me the email that shows the gift card can only be used for accessories. I have advised I would waive the
activation fees for her. I have received the email and although it does suggest using the card for accessories it does
not appear to state it must be used for only accessories. I have asked ************************ if I could use the card she sent
me to attempt to make a **** payment. She has agreed. I was successful in using the card to make the **** payment of
$200.00. I have emailed ************************ advising that the card as well as the other cards she has are ok to process
billing payments. I have offered to apply an account credit of $200.00 for the missing card on the fourth line that never
received one. I have also applied four credits of $35.00 each to waive the activation fees posted. ************************ has
accepted the offer and the actions have been completed.
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:07/30/2022
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 Wireless has been lacking in communication in my phone situation They sent me another phone to compensate for Walmarts despicable interaction with not returning an iphone i didnt want as well as ear phones that I now do not have and have been stolen. Verizon sent me an S22 Ultra Phantom White color in the mail but lacked a tracking number and is currently lost and i cant get a hold of them. I am unable to utilize my phone service.
Business Response
Date: 08/05/2022
August 05, 2022

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

RE: Complainant: ***************************
Complaint Number: 17646502

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: "Verizon Wireless has been lacking in communication in my phone situation They sent me another phone to compensate for Walmarts despicable interaction with not returning an iphone i didnt want as well as ear phones that I now do not have and have been stolen. Verizon sent me an S22 Ultra Phantom White color in the mail but lacked a tracking number and is currently lost and i cant get a hold of them. I am unable to utilize my phone service."  Please accept this letter as confirmation of VZW's response to his concerns.

Upon acknowledging the complaint, **************** responded and requested communication via email. I reviewed the account was unable to investigate the concern presented in the complaint. I made several attempts to reach **************** via phone and sent emails requesting a call back to gather more information. To date, **************** has neither responded or contacted my office as requested. As a result, no action was taken regarding the concern.

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
Customer Answer
Date: 08/08/2022

Complaint: 17646502

I am rejecting this response because: the issue hasnt been addressed as the Verizon executive service agent who was helping me hasnt gotten back to me yet.

Regards,

*********************
Business Response
Date: 08/09/2022
August 09, 2022

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

RE: Complainant: ***************************
Complaint Number: 17646502

Dear Ms.***********.:

Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for ***************************. In the complaint, **************** rejected Verizon's initial response and stated the following: "I am rejecting this response because: the issue hasnt been addressed as the Verizon executive service agent who was helping me hasnt gotten back to me yet."
Please be advised that I contacted **************** on five different occasion via email requesting a call to address his concern. I also sent text messages on 8/01 and 8/4 requesting a call. To date, **************** has not contacted my office.
The information he provided in the initial complaint did not provide any specific details. The account remarks also did not provide any details related to the concern presented which suggest **************** has not contacted Verizon's customer service of technical support teams to address his concern before filing a complaint. On 08/08/22, I received an email from **************** and responded with the following email:
Hello ***************,
I have made several attempts to reach you via phone and email. I am unable to investigate your complaint because the information you provided is insufficient to do so. We offer email communication if the issue is something that can be easily accomplished. In this case, email is not the best forum to resolve your concern. I will put your case on hold for 10 additional days before it is closed with our office. Please contact me between 8:00 AM -3:00 PM Monday - Friday at **************************."

**************** should be advised that no further contact attempts will be made from my office regarding his concern.  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
Customer Answer
Date: 08/12/2022
[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,

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

**** Malone
general delivery
************, **
92262-9999
Initial Complaint
Date:07/29/2022
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.
My elderly mother, who has a 3G flip phone under my account, recently received a new phone from Verizon in my mail. She didn't order a phone, sign for this package, nor did I, but Verizon intentionally sent this phone to her in attempts to replace her, soon to be outdated 3G phone, with a 4G flip phone. The Verizon store told me to mail the phone back otherwise they would have to charge me a $50 restocking fee since the phone box had been open even though you couldn't even tell. ARE YOU SERIOUS! To me this is a blatant attempt to pray on Senior Citizens, since they are the majority of people still using non smart phones because most are unable to operate a smart phones. You try to confuse them by instructing them to read the customer agreement, which is inside a sealed bag, but then go on to say if they break the seal then they accept the terms even though they haven't read them yet. And if they don't want it to send it back but you're going to charge them $50 to do so even though they didn't order it. It also said in one of the brochures in the box that " if you do not activate your device, we will activate it for you automatically approximately 30 days after you received it". You are purposely sending phones to elderly people to con them out of money by telling to read something in a sealed bag but then if they open it they must accept the terms, that they haven't read yet, which is confusing to most people especially the elderly. Then if they don't want it, you are going to ******* $50 from their fixed income for something they didn't even order. And then if they don't know what to do with it, because they don't want it and don't have $50 to pay for something they didn't order, after 30 days goes by without doing anything then they still get charged for a phone they didn't order, sign for, wanted, or activated. And that is not only morally, and borderline criminally wrong, but it is a scam.
Business Response
Date: 08/03/2022
August 03, 2022

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

RE: Complainant: *****************
Complaint Number: 17645361

Dear Ms. *************

Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for *****************. ************ states that his mother recently received a device that neither of them ordered and were told the device needed to be mailed in to avoid a local store charging them a restocking fee. ************ states he is frustrated as the information provided was confusing and that it seems to put Senior Citizens in a situation where they would be charged either a restocking fee for returning the device or being charged for a device they didnt order. Please accept this letter as confirmation of VZW's response to his concerns.
Upon receipt of the complaint, a thorough review of the account was completed. Review of the account shows that an email was sent to the customer on July 6, 2022. In the email, it explained that with the 3G CDMA network being decommissioned and how that would impact any Verizon 3G CDMA devices after January 1, 2023, which line **** would be impacted. The email further explained that a free 4G LTE device would be sent out to replace the current device on **** and no other changes would be made outside of the new device. Instructions were provided regarding setup and provided a link to the Frequently Asked Questions (FAQs) regarding the devices that were being sent, along with different ways of contacting Verizon if they had any questions. On July 21, 2022, an order was placed for a Kazuna ****** 4G Basic Phone at no cost and under no contracts or device payment agreements.
After completing review of the account, an apology was given to ************ regarding the experience he has had. It was explained to ************ that the device was sent completely free of charge and not under any agreements or requiring additional costs. ************ was made aware that no restocking fees would be accessed if they return the device. It was offered to provide a recovery box for ************ to return the device if they had not sent it in yet. ************ explained a store representative did provide him with a return label but the information provided regarding the restocking fee being waived conflicts with what arrived with the device. It was explained to ************ that the information provided in the box were based on the normal upgrade documents provided to customers, which his feedback will be provided for changes to be made. ************ was made aware that no additional charges will be incurred if the device is kept, as well as restocking fees are waived for the device if returned. ERT will follow the account to ensure that no fees are accessed for the returning of the device.

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: 08/03/2022
[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:07/29/2022
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 signed up for Verizon's new home Internet plan on June 6, 2022. It was advertised as costing $35 and including either six or twelve months free of Hulu and ****** Plus. That price was also confirmed by a service representative, both in text and via the phone when I called to purchase the service. But after signing up, however, my next bill was showing a much higher price. So I called Verizon and a different agent apologized, and told me it was billing issue that would be resolved before we were billed. He also promised to make the changes so that our bill was correct. But that next month (June) we were charged $209.63, or $81.48 more than our original bill, and our following bill is $192.07, which is $63.92 over what was promised, both in Verizon's advertisement and in my individual communications with Verizon representatives. I would like a refund for the billing over the additional $35 that was advertised and promised, and I'd like assurance that my bill will be correct going forward. It should be $163.15 per month.
Business Response
Date: 08/21/2022
Good Afternoon,
I have been involved with ************** directly, attempting to resolve the concern.
Thank you
Customer Answer
Date: 08/22/2022

Complaint: 17641742

I am rejecting this response because: they haven't yet resolved the problem with our bill, in fact the bill is now higher than it was before. Our bill should be $163.15 as promised by their original salesperson (and subsequent sales people with whom I spoke). Currently the estimated bill is $202.94. They did refund us for the previous overcharges, but the central billing issue has still not been resolved.

Regards,

*********************
Business Response
Date: 08/22/2022
Good afternoon,
I am still currently working to resolve the concern.
Thank you
Initial Complaint
Date:07/29/2022
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 an iPad and iPhone from Verizon on 10/21/2019. I was looking through my plan because I have been considering upgrading my devices. Upon digging deeper into my ****, I found that I have been paying $31.00 per month for the last 33 months for device protection insurance that I didnt sign up for. I NEVER buy insurance on appliances or electronics because I see it as a huge waste of money. They never provided me with a printed receipt of my signed contract and told me I needed to contact Customer Support to get a copy. I believe the insurance was added after I signed and I didnt discover it because I wasnt looking for it. Their sales associates are paid commissions and have quotas to sign people up for additional device protection and I believe I was scammed. I attempted to get a reimbursement or a credit for the $1,023.00 I unknowingly paid over the past 33 months. ******* Lawyer, General Manager told me there was nothing he could do and I have to accept the loss. The insurance itemization cost is not obvious on the plan statement. I had to dig further into the app to locate this information. I have the receipt for the devices I purchased but they never provided a plan receipt. I want a credit to my account for the full amount or a merchandise credit in the amount of $1,023.00.
Business Response
Date: 08/02/2022
P.O. Box 10
******, ** 07101-0010

August 02, 2022

Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: ***************************
Complaint Number: 17639908
Dear Ms. **************************** letter is in response to the above-referenced complaint. Thank you for referring it to our office for review. *************************** expressed concern regarding the unauthorized addition of device protection on her account. ****************** reports that the item was buried in her **** which is what caused the charge to be overlooked and paid for over the last 33 months totaling $1023 in damages.
Verizon records show that *************************** established service on April 9, 2015. October 14, 2019 shows a signed receipt for order ****** including the addition of the disputed device protection. Per Verizon's Customer Agreement, If you're a ******* customer, you can dispute your **** within 180 days of receiving it. Records go on to show that the disputed device protection is clearly itemized under each mobile number on monthly invoices and the first documented dispute found appears on July 29, 2022. Account remarks indicate that per Verizon's policies, a courtesy credit for 2 months of charges totaling $62. Due to our findings, we find all charges involved in this dispute to be valid.

In efforts to resolve this matter quickly, we have granted an additional 4 month courtesy credit refund, totaling $124 which was applied on August 1, 2022 and will appear on ********************** next months invoice. Subsequent to this resolution, we have reinforced the validity of the charges and referred ****************** to view the signed receipt for the disputed transaction as this will remain our final position on this matter moving forward.
Should you have any questions regarding this correspondence, I can be reached at ******************************. My office hours are 8:00 AM - 5:00 PM ET, Monday - Friday. Thank you.

Sincerely,
******
Executive Relations Analyst
Initial Complaint
Date:07/28/2022
Type:Customer Service 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.
Regarding my account with service under my phone ************.Since December of 2021 I have been trying to remove a service off of my account foir a watch that I returned to Verizon. They received the return in December of 2021 and I have had 4 chat session and 3 or 4 telephone sessions with a combines time of over 6 hours just to get this watch service removed. They have billed me roughly $20 monthly for this and I have paid every month. Every time I communicate with them they promise to remove it and never do. Last time 5 weeks ago they opened up a service ticket and I have not heard a word since yet I still get billed. I want this service removed and I want credit for the last 8 months I paid. I am contacting BBB because I cannot get anywhere with Verizon. Their behaviour is borderline criminal in practice! Initially I was told that I had to "unpair" the watch which I no longer owned from my account. I informed them in December that the website was unable to allow me to unpair it. And like I said every time I communicate with them they promise to remove and credit me.Their customer service is horrific. at least twice I have spoken with customer service agents that were located in the Philipines and not only could I hardly understand them but the noise of animals in the background were so loud I couldnt hear them. One agent actually told me they were feeding thier farm animals at the time! That is why I resorted mostly to chats but have still received nothing but false promises.
Business Response
Date: 08/05/2022
August 05, 2022

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

RE: Complainant: ***********************
Complaint Number: 17640264

Dear Ms.***********.:

Thank 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 a line of service on the account attached to an Apple Watch not being disconnected when originally requested. Please accept this letter as confirmation of VZW's response to his concerns.

Per review of account remarks and the complaint, ************ states that he purchased a Mont Blanc Apple Watch on November 25, 2021, and returned the Watch on December 20, 2021. ************ states that he requested for the line of service to be disconnected in December and this request was never completed. ************ states that he has been being charged for the last nine months for the watch and would like the line of service to be disconnected and to be credited. As a resolution, we disconnected the mobile number ending in ****, at **************** request. We advised ************ that we would apply a credit to the account for the past nine months that he has been charged for the line of service. We applied a credit to the account for $247.44. We also applied a $40.00 credit to the account for a coupon code ************ did not receive for the purchase of a portable speaker that was billed to the account. The adjustment leaves a balance of $206.65 due to be paid on August 12, 2022. We verified that Device Payment Agreement is in canceled status. ************ accepted all offers.************ confirmed that we addressed and resolved all his concerns.

Should you have any questions regarding this correspondence, I can be reached at ******************************. My office hours are 8:00 AM -3:00 PM ET, Monday - Friday. Thank you.

Sincerely,
Liyah
Executive Relations Analyst
Customer Answer
Date: 08/05/2022
[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,

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

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