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

38,097 total complaints in the last 3 years.
13,903 complaints closed in the last 12 months.

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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:07/28/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I spoke with a sales person at Verizon due to the offer/ promotion for signing up for verizon. One offer that helped with my decision to switch cell phone service was the offer of $500 gift cards. *** sales person told me I would be able to pay off my phone that I was going to purchase using the gift cards that are 500 per gift card. with the lines i was switching to verizon I would qualify for 2 $500 cards totaling $ ******** . Not only am I not allowed to use the gift cards outside of verizon products, meaning not able to use as I please, *** payment system wont let me process the gift cards to pay off my Iphone. I would not have switched phone service or purchased this IPhone If I had known that I would'nt be able to pay for the phone. *** payment system only lets you pay for the device full balance. $999. My remaining balance is 966. That is very misleading from Verizon and I was lied to by the sales rep. *** payment system that you select when you are going to pay for phone does not allow partial payments, you can only pay full price which renders the gift cards useless. If You have sales reps that tell you you can pay for a device using the gift cards, and the gift cards are less then which ever deice You purchase then that's a flat out lie and a scam.
Business Response
Date: 08/04/2022
August 04, 2022

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

RE: Complainant: *****************************
Complaint Number: 17635977

Dear Ms. ************************** 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 not being fully disclosed how (BYOD) Bring Your Own Device Rebate cards could be used. Please accept this letter as confirmation of VZW's response to his concerns.

**************** brought the two lines of service from another carrier on May 23, 2022. The Order number is ******* and the Location Code is E331201. **************** elected into a BYOD promotional offer that provides customers with a $500.00 Verizon Gift Card when activating a 4G/65G Bring Your Own Device (BYOD) on any premium unlimited plan. On July 12, 2022, **************** was emailed two $500.00 (BYOD) Bring Your Own Device rebate cards for the mobile numbers ending in **** and ****. **************** is requesting that Verizon Wireless changes its rebate card policy/process. **************** states that when he transferred his lines of service to Verizon Wireless he was advised that the rebate cards could be used to make a down payment/ payment towards the device Installment on the account. We advised **************** that when making payment to a Device Installment the full balance of the Agreement has to be paid and the system does not allow partial payments. We advised **************** that in order to use the rebate card towards his device Installment the amount on the card would have to cover the full remaining balance of the Agreement. We apologized for any misinformation and inconvenience this has caused. We advised **************** that the rebate cards could be used to make payments towards the monthly wireless **** or towards accessories. **************** states that he still does not agree and feels that he was not fully/properly disclosed the detail of the rebate offer. **************** declined the offers provided to use the gift cards. The **************** considers the case to be in closed status.

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

Sincerely,
Liyah
Executive Relations Analyst
Initial Complaint
Date:07/27/2022
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.
Service has been poor for 1-2 months now. Some days we can't make calls or receive calls. Some days text messages do not work and internet service on our phones does not work. I have heard about problems in the ************* ******** area but only from other Verizon customers. Verizon has no problem sending emails reminding me that my payment is due. Why can't they communicate about service problems and keep their customers informed about the progress of the repairs and when service will be back at 100%? Verizon certainly has no problem charging me in full each month whether I have service or not. It's very concerning to think that if we had a medical emergency, there was a fire or we had to contact a utility i.e. propane leak, that we would be unable to make a call.
Business Response
Date: 08/10/2022
The general nature of these complaints is that there is wireless service degradation, which *** be more prevalent during weekends in the summer. The complainants generally request service improvement.

************* is in mountainous terrain in a canyon that leads from **************** to the towns of ****************************** both old mining towns that are now becoming gambling destinations. ************* is located up the Highway 24 corridor which is the gateway to outdoor recreation for the citizens of **************** and greater El Paso County.

Verizon has identified several different factors that *** contribute to the basis for the recent complaints. Generally, the cadence of activities postCOVID is creating new wireless usage patterns. Specifically, activities such as seasonal travel, as well as ***************** and ******************** events and the expansion of the casinos in nearby ****************************** have affected wireless capacity.

A capacity augmentation has been implemented and additional capacity augmentations to improve wireless service in and around *************, ******** are actively being pursued.
Customer Answer
Date: 08/10/2022

Complaint: 17634119

I am rejecting this response because:
My initial complaint asked for better communication from Verizon Wireless and a financial adjustment for the times we have not had service and the inconvenience they have caused. As I stated we need to know that if we have any type of emergency we can contact the people needed i.e. a medical emergency, fire, propane leak, break-in etc. We have been with Verizon for 25 years and have lived up here for almost 12 years and have never had the problems we have recently had. Verizon just raised our bill effective this month. So are you saying that we are now going to pay more money for worse service?. We don't want to leave Verizon and feel we have been loyal customers. We need to see some type of loyalty from Verizon.

Regards,

*****************************
Business Response
Date: 09/09/2022
Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for ****************************** ******************** responded to original communication we provided. ******************** advised she rejects our response, as she is requesting better communication from Verizon and a financial adjustment for the time she was without service. Please accept this letter as confirmation of VZW's response to her concerns.

The general nature of these complaints is that there is wireless service degradation, which *** be more prevalent during weekends in the summer. The complainants generally request service improvement.

************* is in mountainous terrain in a canyon that leads from **************** to the towns of ************* and ****** both old mining towns that are now becoming gambling destinations. ************* is located up the Highway 24 corridor which is the gateway to outdoor recreation for the citizens of **************** and greater El Paso County.

Verizon has identified several different factors that *** contribute to the basis for the recent complaints. Generally, the cadence of activities postCOVID is creating new wireless usage patterns. Specifically, activities such as seasonal travel, as well as ***************** and ******************** events and the expansion of the casinos in nearby ************* and ****** have affected wireless capacity.

The Network enhancements in June have improved coverage, capacity, and performance for the customers in the area. The new issues can be attributed to the temporary intermittent outages that were caused while the field teams were performing the below network enhancements. While performing such enhancements, our Network teams try to minimize the outage duration to as little as possible. For software enhancements, we try to use only maintenance window hours (night time) to make the customer impact minimal. Some work like tower climb still needs to be undone during the day which causes minimal interruptions.

During the advent of the network concerns in *************, Verizon thoroughly investigated the concerns and implemented solutions for improvement going forward. Additionally, financial adjustments were not provided to customers who were impacted, as this matter elevated to a community network concern which was not a result of a company error. Please review the Verizon Customer Agreement at https://****************************/legal/notices/customer-agreement/ for more information related to dropped calls/interrupted service.
Initial Complaint
Date:07/27/2022
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.
Purchased 3 new phones for my business, ******************. My wife passed away 12/31/2021.. One of the phones belonged to her. Called Verizon and was told to send the phone back. Verizon received the phone back on 3/25/2022. Verizon is continuing to charge $33.66 for equipment charge each month. I have called at least 4 times. Each time I am told they will correct it. I have been charged $33.66 for the last 4 months.I am very frustrated calling each month and this is still not handled. I would like to be refunded for the overcharge of $33.66 x 4 months= $134.64. They have the phone and are charging me an equipment charge for the phone in their possession. Also no further charges for that phone.The account is listed under: ****************** ********************************************
Business Response
Date: 08/10/2022
Verizon Wireless Executive Relations Team
PO Box 105378
*******, ** 30348
August 10, 2022,
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: ***********************************
Complaint Number: 17630395
Ms. ***********.:
Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above-referenced complaint for ***************************************. In his complaint, ********************** expressed concern about being charged for a phone that was returned to Verizon.
Verizon Executive Relations was able to thoroughly review the account ending in 5861-00001 and verified that the line ending in **** was disconnected on March 7, 2022. Verizon Executive Relations was able to verify that the Apple iPhone 12 Pro 128GB in Blue with the device ID ending in ***** was returned to ********************** on March 28, 2022.
On March 7, 2022, the device payment plan (***) for the Apple iPhone 12 Pro 128GB in Blue with the device ID ending in ***** was moved from the line ending in **** to the line ending in ****. On August 10, 2022, Verizon Executive Relations canceled the *** for the device ending in ***** and place it into a forced buyout. This charged the line ending in **** the remaining balance from the device, which was a total of $673.20. On August 10, 2022, Verizon Executive Relations credited the line ending in **** a total of $875.16. This credit is for the buyout amount of $673.20 and for 6 months of being charged $33.66 for the device payment when it was moved on March 7, 2022. This credit will reflect on the next invoice dated September 4, 2022.
The Verizon Executive **************** has informed ********************** of these credits and he has thanked Verizon for the help. Verizon Executive **************** considers the matter closed effective today, August 10, 2022. Should you or ********************** have any questions regarding this correspondence, I can be reached at *************************. My office hours are 9:30 AM - 5:30 PM MT, Monday - Friday; or customer service is available at **************. Thank you.
Sincerely,
**************************
Executive Relations
Customer Answer
Date: 08/11/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************************
Initial Complaint
Date:07/26/2022
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 opened a new phone line with Verizon on 4/20/2022 by joining in my friend's family plan. My friend and I went to the Verizon store in Center mall in the ***********,**. A sales representative called Hanud opened two new lines for us and told me we will get a $500 gift certificate ("**") within two months after opening these lines. In May, I didn't get the ** so I contacted Hanud and Verizon customer service. Both of them told me it usually takes two months to receive the ** and I just have to wait. In June, I still didn't the **. Called Hanud and customer service again, the customer service said I never applied for a ** and sent me a link to apply. My friend, who is the owner of the family plan, applied the ** through the link. In July, we received a message in the Verizon app which can not be opened and still didn't get **. We went to the Verizon store in the Mall again. Another Sales helped us and told us we can actually got two $500 **s for two new lines we opened. However, because we applied the ** from the old line, which is the original line of the family plan owner, we have to wait for another 15 days to re-apply for the $500 ** and the Company will take another two months to approve the **. Additionally, for the second $500 **, which should be awarded for the 2nd new line that we opened, we can not apply it anymore as the offer has expired. The whole process is very frustrating, as through the whole process, no one gave us the correct guidance of how to apply for the **. It has been almost four months since we opened two new lines, and we didn't get any **s. The sales Hanud used the ** to lure customers for opening newlines but now we have to pay for expensive phone bills by ourselves. The customer service never helped us with anything but just asking us to wait. This is a completely fraud. I would like to request Verizon to either send us two $500 **s right away or just cancel our family plan and re-imburse us for all phone bills we already paid.
Business Response
Date: 07/27/2022
July 27, 2022

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

RE: Complainant: Tinglan Chan
Complaint Number: 17629445

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for Tinglan ***** ************ filed a BBB complaint regarding not receiving a $500 bring your own device gift card for two lines as they were promised. Please accept this letter as confirmation of VZW's response to their concerns.

Upon receipt of the BBB complaint, Verizon immediately began a thorough research process into why the customer hadn't received the gift cards they were promised in store. After a complete review we have confirmed they did qualify for the promotion of $500 gift card for each line: ************, and ************. They should expect to receive the gift cards in **** business days. We appreciate the opportunity to review and issue the promotional gift cards, as they were promised. Verizon strives for excellence and appreciates the feedback when we fall short.

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,
Chris
Executive Relations Analyst
Initial Complaint
Date:07/26/2022
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 Verizon customer for 10+ years. Got a new ******* phone from them 6 months ago (so it is currently still under warranty) people on the other end of my phone line cannot hear me or my calls are just dropped. Verizon has given me a plethora of excuses. 1st was that is a problem with that specific model of phone. 2nd was that I needed my SIM card replaced. 3rd was that it is a network error. Every time I call tech support, I am put on hold, hung up on or told I'll be called back and it never happens.
Business Response
Date: 08/04/2022
August 04, 2022

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

RE: Complainant: *******************
Complaint Number: 17628379

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above-referenced complaint for *******************. *********************** contacted the **************** via a Better Business Bureau complaint in regard to experiencing dropped calls and that people are not able to hear her when making/receiving calls. Please accept this letter as confirmation of VZW's response to her concerns.

************ sent an email on July 27, 2022, advising that she has ordered a replacement device and believes that her concerns have been resolved. **************** concerns were resolved prior to receipt of her complaint. ************ confirmed that she no longer requires the assistance of the ****************. The **************** considers the case to be in closed status.

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

Sincerely,
Liyah
Executive Relations Analyst
Initial Complaint
Date:07/26/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 17 June 2022 I terminated my cellphone service with Verizon and I began service the same day with ********* I paid the **** for July that was sent to me and I thought that was all but a couple of weeks later I received another **** and when I enquired about it I was told this **** was for August I called several times but got different answers each time so I paid the **** because I didnt want my credit to be effected but now I would like to bring it to Verizon attention that this **** should not have been sent to me because my service stopped in June.
Business Response
Date: 07/29/2022
July 29, 2022
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: ***********************
Complaint Number: 17628314
Dear Ms. ***************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above
referenced complaint for ***********************. Regarding his final ****. Please accept this letter as
confirmation of VZW's response to his concerns.
Upon receipt of this complaint, a thorough review was completed. Our records indicate that ******
Heard ported out his number on June 17, 2022 and service was disconnected on the **** cycle date
of July 12. Per our policy if a port out request is received in the billing cycle the line is disconnected
at the end of the cycle. Our office confirmed that he received his June 12th **** Invoice #
********** in the amount of $199.38 covering the billing period June 13- July 12, and paid
$195.05 on June 16th, 2022. We sent him his final **** July 12th Invoice # **********. The
amount of the **** was $135.16. He contacted customer service on July 15th. We disconnected his
watch line and we credited back the charge for that line. He paid $110.44 on July 25th which
includes his device payment buyout of $99.83. This is for the iPhone 13 that was purchased on
October 14, 2021.
The device was purchased for $799.99. At the time of purchase he made a
down payment of $650, leaving a remaining balance of $149.99 which he was making monthly
payments on. Being that the line was disconnected prior to making the full payment, the remaining
balance is the charge he is seeing on the final ****. Our Office has decided to make a one time
exception and issued a refund for the time frame the service was not used. The refund is $133.34 .
We spoke with **************** by phone on July 27th and informed him of the resolution. He will
receive a check within 1 to 3 weeks. He is satisfied with the resolution. He will receive a check
within 1 to 3 weeks. He was satisfied with the resolution.
Should you have any questions regarding this correspondence, I can be reached at ************
Extension *******. My office hours are 9:00 AM - 6:00 PM ET, Monday - Friday. Thank you.

Sincerely,
********
Executive Relations Analyst
Initial Complaint
Date:07/26/2022
Type:Product 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.
On July I received a new phone upgrade in the mail but it was not what I expected.I contacted Verizon and they immediately emailed a return sticker and promised a refund to my bank account in the amount of $70.89.This amount was for taxes and activation.Now a week later they tell me that I agreed on a $50. Restocking fee that I knew nothing about!I just want my money back.***
Customer Answer
Date: 07/27/2022
[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.

From: ********************* <*************************>
Sent: Wednesday, July 27, 2022 10:34 AM
To: **************************************************
Subject: Complaint resolution

#******** has been resolved.
Thanks
***.

Sent from my iPad

Regards,

*********************
Initial Complaint
Date:07/26/2022
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 had a special running that if your sent in your old phone you could get one for free, or whatever the trade in value was off of a new phone.The first phone I sent in was an IPhone 7 that they gave me a trade in value of $400. So I paid the difference on a new IPhone Mini of around $300. The second phone I sent in was an IPhone 10XR that they gave me a $700 credit on, and I got an IPhone ************************************* was an IPhone 11 ProMax, for which they gave me $700 dollars for. I paid the difference of $199 to get an IPhone 13 ProMax. I did all of my transactions over the phone. I asked that since I paid off all of the phones, would I be under contract. They told me that as long as I don't owe for the phones that I wasn't. Shortly after, I switched companies because Verizon got so expensive. Now they are trying to charge me $2,783 because I switched carriers. That is the full retail amount for the phones. They are not giving me anything for the phones that I traded in.
Business Response
Date: 08/02/2022
August 02, 2022

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

RE: Complainant: ***************
Complaint Number: 17627220

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above-referenced complaint for ***************. Executive Relations has received a(n) BBB complaint from the customer regarding disputing final **** charges and incurring Forced Buyout Charges after canceling his wireless service. Please accept this letter as confirmation of VZW's response to her concerns.

We spoke with ******************* on August 02, 2022, and explained that on June 02, 2022, she purchased the three devices in question, and per review of the Device Payment Agreements, there were no down payments applied to these lines of service. ********** canceled service for the mobile numbers ending in ****, ****, and **** on June 25, 2022, and the lines were set to disconnect as of the end of the billing cycle on July 21, 2022. On July 21, 2022, all trade-in credits were canceled.

The mobile number ending in **** was set to receive a monthly trade-in credit of $22.22/month for 36 months as well as the mobile number ending in ****. The mobile number ending in **** was supposed to receive a monthly trade-in credit of $11.11/month for 36 months. ********** canceled his wireless service before the trade-in credits had a chance to apply to the account. We advised ********** that the devices were not fully paid off and that's why she incurred the Device Payment Buyout charges for the three lines of service. ********** stated that she contacted **************** via phone and received assistance with unlocking the devices and was advised that she would not owe anything or would not be negatively impacted if she decided to cancel service and go with a different wireless carrier. As a resolution to this matter, we offered ********** the option to reconnect her wireless service for all three lines of service, and the Device Payment Buyout charges would be waived. ********** declined the offer. We also provided the option for ********** to return all three devices and we would credit the remaining balance of the Device Payment Buyout charges. ********** declined this offer as well. ********** requested that we return all her trade-in devices and then she would mail back the phones that she incurred the charge for. We advised ********** that once the trade-in devices are submitted, we are unable to mail them back to customers. We advised ********** that once she canceled/disconnected her wireless service, all trade-in credits are considered forfeited. ********** states that she was never advised that she was agreeing to a 36-month contract. We advised ********** that when upgrading/purchasing equipment customers are provided disclosures and a copy of the equipment order via email. We advised ********** that the **************** considers the charges to be valid. ********** is not happy/satisfied with the resolution. The **************** considers the case to be in closed status.

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

Sincerely,
Liyah
Executive Relations Analyst
Customer Answer
Date: 08/06/2022

Complaint: 17627220

I am rejecting this response because:

I was never told that there would be charges for the phones if I canceled my service. They in fact unlocked my phones so that I could switch carriers. They said that since I traded in my old phones that the new phones were free. I did offer to pay the difference of the phones that I traded for, and she refused the offer. That offer no longer stands. The reason that I upgraded in the first place was because the offer was if you traded in your old phones you would get a new one for free. When I traded in the phones, I was not told, nor did I receive an email, stating that I was obligated to a 36 month contract. I had no intentions of switching carriers at the time this transaction was made. I decided a few weeks later to switch carriers, I called Verizon to verify that I could do this and to get an unlock code. They agreed that the phones were mine, unlocked them, and I switched. Never have I received written or verbal confirmations of anything else, other than from the board after I filed complaint to the BBB.
I did receive a letter from Verizon dated July 22, 2022 that the numbers ending in ****, ****, ****, and **** had been successfully transferred to my new carrier.
Regards,

***************
Business Response
Date: 08/10/2022
August 10, 2022

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

RE: Complainant: ***************
Complaint Number: 17627220

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above-referenced complaint for ***************. Executive Relations has received a BBB Rebuttal complaint from the customer regarding disputing final **** charges and incurring Forced Buyout Charges after canceling his wireless service. Please accept this letter as confirmation of VZW's response to her concerns.

We spoke with ******************* on August 02, 2022, and explained that on June 02, 2022, she purchased the three devices in question, and per review of the Device Payment Agreements, there were no down payments applied to these lines of service. ********** canceled service for the mobile numbers ending in ****, ****, and **** on June 25, 2022, and the lines were set to disconnect as of the end of the billing cycle on July 21, 2022. On July 21, 2022, all trade-in credits were canceled.

The mobile number ending in **** was set to receive a monthly trade-in credit of $22.22/month for 36 months as well as the mobile number ending in ****. The mobile number ending in **** was supposed to receive a monthly trade-in credit of $11.11/month for 36 months. ********** canceled his wireless service before the trade-in credits had a chance to apply to the account. We advised ********** that the devices were not fully paid off and that's why she incurred the Device Payment Buyout charges for the three lines of service. ********** stated that she contacted **************** via phone and received assistance with unlocking the devices and was advised that she would not owe anything or would not be negatively impacted if she decided to cancel service and go with a different wireless carrier. As a resolution to this matter, we offered ********** the option to reconnect her wireless service for all three lines of service, and the Device Payment Buyout charges would be waived. ********** declined the offer. We also provided the option for ********** to return all three devices and we would credit the remaining balance of the Device Payment Buyout charges. ********** declined this offer as well. ********** requested that we return all her trade-in devices and then she would mail back the phones that she incurred the charge for. We advised ********** that once the trade-in devices are submitted, we are unable to mail them back to customers. We advised ********** that once she canceled/disconnected her wireless service, all trade-in credits are considered forfeited. ********** states that she was never advised that she was agreeing to a 36-month contract. We advised ********** that when upgrading/purchasing equipment customers are provided disclosures and a copy of the equipment order via email. We advised ********** that the **************** considers the charges to be valid. ********** was previously advised and provided a resolution. ********** has not presented any new information/findings to support or change the resolution, provided. The position of the **************** remains the same. The **************** considers the case to be in closed status.

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

Sincerely,
Liyah
Executive Relations Analyst
Customer Answer
Date: 08/11/2022

Complaint: 17627220

I am rejecting this response because: What they are saying isn't true. I was never informed that I was obligated to a ********************************** my old phones for the new phones. I never received any e-mails from them stating that I was under contract or what was said over the phone. I even called to ask before I switched carriers. They should have a recording of the conversations. Please provide these e-mails that you're referring to.

Regards,

***************
108 ********.
***************, ** 37020
********************
************ or ************
Initial Complaint
Date:07/26/2022
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 with Verizon Wireless the last four years and have not upgraded phones since and all devices are paid off. I have 6 devices on a plan with Verizon and looking to upgrade three phones. Without notice, Verizon decreased my device spending limit to $1500. With phones $700/each, with the device upgrade fee, they are asking for $1179 upfront. I have been a customer off and on for so many years and this is ridiculous. I do make payments every month, even if split, my **** is paid. Additionally, their finance department is never available and the phone line disconnects. Their chat representatives and standard customer service cannot assist and they continue to pass customers on to a finance department that can never be reached. I cannot even speak to anyone about updating my spending limit. I am extremely disappointed and frustrated with Verizon.
Business Response
Date: 08/10/2022
August 10, 2022

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

RE: Complainant: ***************************
Complaint Number: 17625157

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for ***************************. *************************** has contacted Executive Relations regarding her concerns with her accounts financial spending limit. She states that she is looking to purchase three $700 phones with our financing option and was required a down payment due to her financing limit. She states she has not been able to contact the ********* Services department or speak to someone about updating her spending limit. Please accept this letter as confirmation of VZW's response to her concerns.

Upon review of the account, our records indicate that the account was activated in June 2019 and does not have an active Device Payment Agreement. Our office confirmed that $1,500 is the *** financial spending limit on the account requiring a down payment should ************** decide to purchase three phones at $700 each.

Our office was successful in contacting ************** to apologize for any inconvenience she may have had with our company. ************** will receive a credit letter detailing the credit information of her account; In addition, we were able to assure that there is no active contract on the account. At this time, no changes have been made to the account by our office, however, we were unable to receive confirmation from ************** of the acceptance of our explanation or if she had any further concerns on her account. The Executive Office considers this case closed.

Should you have any questions regarding this correspondence, I can be reached at ******************************. My office hours are 10:00 AM - 7:00 PM ET, Monday - Friday. Thank you.

Sincerely,
Celeste
Executive Relations Analyst
Initial Complaint
Date:07/26/2022
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 Verizon home service and wireless service and both are having issues.I have also filed a complaint with the *** and waiting on that as well.Home service keeps going to a humming noise and you can hardly hear most of the time.The wireless service is so poor that I cannot make calls or even connect to the Internet not only at home but out side of the home.Please help me get this resolved and working for the money that I am paying I should have mush better service.
Business Response
Date: 08/01/2022
The customer states he is experiencing dropped calls in his home and surrounding areas. it was determined that there are no cell sites in the area (closest is **** miles away with a maximum effective range of **** miles). When reviewing satellite images from ****** Maps, we are able to see Distance, foliage and you are in a Null sector for the closest tower (the closest tower with antennas pointing at you is **** miles away. Network experience information shows poor. Our network diagnostic information shows the cause for service issues at the location to be a result of poor coverage.

Based on the expected coverage and service experience, we would recommend the use of a Network Extender.
1. Wi-Fi Calling - REQUIREMENTS: 1.5 Mbps speed, download/upload.
2. Verizon Network Extender - REQUIREMENTS: Ethernet connection, 10 Mbps speed down (20 Mbps Recommended), 5 Mbps upload (10 Mbps Recommended), and cannot be satellite internet service. Recommended requirements of 20 Mbps download and 10 Mbps upload
Customer Answer
Date: 08/02/2022

Complaint: 17625097

I am rejecting this response because:
I use to have better service and this is why I signed up with Verizon so the story they are reading to us is not true, is what they are saying is true then every direction you looked would have a tower because it only covers 4 miles.
Please know I was at night but it was not last night.

This is not settled and I want it resolved

Regards,

***************************
Business Response
Date: 08/03/2022

*************************** states he is experiencing dropped calls in his home and surrounding areas.
It was determined by reviewing a number of different tools, there are no cell sites in the area (closest is **** miles away with a maximum effective range of **** miles). When reviewing satellite images from ****** Maps, we are able to see Distance, foliage and **************** is in a Null sector for the closest tower (the closest tower with antennas pointing at **************** is **** miles away. Network experience information shows poor. Our network diagnostic information shows the cause for service issues at the location to be a result of poor coverage.

Based on the expected coverage and service experience, we would recommend that **************** use a Network Extender.
1. Wi-Fi Calling - REQUIREMENTS: 1.5 Mbps speed, download/upload.
2. Verizon Network Extender - REQUIREMENTS: Ethernet connection, 10 Mbps speed down (20 Mbps Recommended), 5 Mbps upload (10 Mbps Recommended), and cannot be satellite internet service. Recommended requirements of 20 Mbps download and 10 Mbps upload.

Verizon Wireless radio frequency (RF) engineers and system performance engineers regularly evaluate network coverage and performance to identify locations that *** require additional coverage. Based on their analysis and recommendations, cell site construction or other improvements are then planned and budgeted accordingly.
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.

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