Business Profile

Cell Phone Supplies

Verizon Wireless

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Complaints

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

Customer Complaints Summary

38,100 total complaints in the last 3 years.
13,903 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: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.
Initial Complaint
Date:07/26/2022
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 signed up for a Verizon Wireless service. They said in order to complete my auto pay deduction I must call ************** They never answered that line. I tried every way possible to reach them on line via CHAT, online via schedule a service to call me, several / any phone numbers I could get and I could never get through to get help or get the deduction they promised me. I'd be put in an endless loop of asking for different information . I'd supply it and then keep getting asked for it again.I can't reach anyone in Verizon Wireless for any kind of help. They say they have customer service but they do not. this is rearguarding my ****.
Business Response
Date: 08/02/2022
Upon receipt of this complaint, a thorough review was completed. Our records indicate that ***************************** prepaid line is now active. We resolved the issue by activating her iPhone device by installing a Verizon sim card allowing her device to Authenticate on the network.

Should you have any questions regarding this correspondence, I can be reached at ************ Extension *******. My office hours are 8:00 AM - 5:00 PM ET, Monday - Friday. Thank you.
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. Although I must add that they were very remiss in addressing my problems. ***** from the Executive Leadership was rude and intimidating. Verizons Customer Support is completely inadequate. This problem has been resolved after 20 hours on the phone with different Verizon departments

Regards,

*****************************
Initial Complaint
Date:07/25/2022
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 erroneously told me to file for a damaged stylus with them, when it should have been to Asurion (I pay monthly for the insurance), so I returned the phone. They claimed it had a crack in it, but there was no crack when I mailed it in. Several months and four phone reps later, I discover that I am still paying for the "replacement" phone. When I asked for a supervisor call-back, I did not get a response. A young lady in escalations called asking me to provide her with information that she has access to. I want the service canceled. I want to return the phone and I want ALL the money I paid for this replacement phone back.
Business Response
Date: 08/01/2022
August 01, 2022

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

RE: Complainant: *******************************
Complaint Number: 17623002

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for *******************************. ******************************* advised that she generated a number transfer pin to port her ********************** services out. **************** stated that prior to completing the process, her services stopped working. She indicated that Verizon has not assisted her with this matter. . Please accept this letter as confirmation of VZW's response to her concerns.

Upon review of the account, our records indicate that a number transfer pin was generated on July 21st, 2022 through online self serve options and the line ending in **** is set to successfully port out and disconnect on cycle end date August 10th, 2022 per the Verizon Customer Agreement. The line ending in **** has a port out request that is processing to port the number out to a different provider. Once all information of the Verizon account is provided to a different provider, that provider sends a port out notice and the service is suspended until completion of the billing cycle. Cancellation of the service before the end of cycle and the port completion could result in a port issue and losing the number.

**************** stated that she had been paying for her warranty replacement device, unknowingly and requested a review of her account. **************** received a warranty replacement when an insurance claim was the more effective option because of the concern relating to the damaged stylus. The insurance deductible through Asurion for an ** Stylo 6 is $19. Warranty replacements are of no cost, unless they are damaged, then a damaged device fee ($299) Is processed to the account bill. The $299 Damaged Device Fee appeared on the April 2022 statement and was waived with a credit for the $280 + Taxes reflective on the May 2022 statement.

There is a balance of $126.73 that was due July 2nd, 2022 for the service charges from June 11th-July 10th and a current balance of $128.63 due on August 2nd, 2022 for service charges from July 11th-August 10th. The suspend request was submitted on July 21st. Once the port is complete on August 10th, a last statement will generate with the remaining device payment balance of $40. The active Device Payment Agreement on the line is for an ** Stylo, purchased through financing at $10/month for 24
months, on November 28, 2020. The original retail value of the device was $240 and $200 total have billed out so far.

Upon further review, there was no charge to **************** for the recent warranty replacement and we do not require it to be sent back. We respectfully decline her request to return the replacement device for a refund of what she has paid towards it, as there is no charge related to the replacement. Upon review of the billing history, it appears the statement generated at around $125/month. That total includes the Play More Unlimited plan ($90), the Device Payment Agreement ($10), Verizon Cloud ($5.99), Verizon Mobile Protect ($14), Surcharges ($3.00), and Taxes ($2.18).

Our office was successful in reaching **************** to apologize for any inconvenience she may have had with our company. She requested we send her our account review through email. We have not received a response to our correspondence. Would we have received a response, we would have recommended an immediate payment or payment arrangement of the past due amount, provided a confirmation of the cancellation request, and asked if there were any other concerns.

Should you have any questions regarding this correspondence, I can be reached at ******************************. My office hours are 12:00 PM - 9:00 PM ET, Monday - Friday. Thank you.

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

Complaint: 17623002

I am rejecting this response because there are erroneous statements here and I have received no remedy from Verizon. First of all, three Verizon representatives told me that I have in fact been paying for the "replacement" phone and I have documentation of this. I have asked for a line by line breakdown of the charges for billing that she mentioned in the response, but have not received any to date. With regard to paying the bill, I have been awaiting resolution of this matter. I have the phone they sent me to "replace" the one that had an issue with the stylus only. I did not break or damage the phone in any way. I would like to return that phone as I have a new one with my new carrier and recoup all of the money that I paid for that phone.

Regards,

*******************************
Business Response
Date: 08/15/2022
August 15, 2022

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

RE: Complainant: *******************************
Complaint Number: 17623002

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for ******************************** ******************************* advised that she had not had the time to respond to our correspondance. She is requesting a line-by-line breakdown of her charges. Please accept this letter as confirmation of VZW's response to her concerns.

**************** stated that she had documentation regarding the costs of her replacement device. **************** received a warranty replacement when an insurance claim was the more effective option because of the concern relating to the damaged stylus. The insurance deductible through Asurion for an ** Stylo 6 is $19. Warranty replacements are of no cost, unless they are damaged, then a damaged device fee ($299) is processed to the account bill. A $299 Damaged Device Fee appeared on the April 2022 statement and was waived with a credit for the $280 + Taxes reflective on the May 2022 statement.
The Device Payment Agreement on the line ending in **** was for an ** Stylo, purchased through financing at $10/month for 24 months, on November 28, 2020. The original retail value of the device was $240 and $200 total (20 months) have billed out so far. Based on this information, along with the Device Payment Agreement signed for the order which included clear disclosures that device payment installments would last 24 months, plus the monthly Device Payment details included in each billing statement, we are unable to substantiate or verify that a Verizon error/discrepancies occurred; therefore, all charges are valid.
There is a balance of $126.73 that was due July 2nd, 2022 for the service charges from June 11th-July 10th and a current balance of $128.63 due on August 2nd, 2022 for service charges from July 11th-August 10th. The suspend request was submitted on July 21st and a last statement has generated with the remaining device payment balance of $40 for a total balance due of $295.36
Upon review of the billing history, it appears the average statement generated at around $125/month. That total includes the Play More Unlimited plan ($90), the Device Payment Agreement ($10), Verizon Cloud ($5.99), Verizon Mobile Protect ($14), Surcharges ($3.00), and Taxes ($2.18).

Our office was successful in reaching ****************. We confirmed her mailing address and sent a copy of the last six billing statements for her review. We requested a copy of the documentation that she spoke of and **************** declined our request to share her documentation. We respectfully decline her request to return the replacement device for a refund of what she has paid towards it as there is no charge related to the replacement and the amount payed towards the device was in line with the Device Payment Agreement. We have not received a response to our correspondence. Would we have received a response, we would have recommended an immediate payment or payment arrangement of the past due amount to avoid collections and potential credit reporting, and asked if there were any other concerns.

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:07/25/2022
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 paying ~$99 a month for the past one year on my phone ****. It includes two lines. About 6 weeks ago, I started doing research about purchasing a new phone for my daughter. I went to the Verizon website and got very close to completing the process when i realized that by purchasing the phone I would be forced to enroll in the "unlimited" plan which is too expensive for me and has way too many features that i do not need. I did not complete the process but apparently their system completed it for me. I called back three times and am currently on hold with them because they refuse to take the charges off my **** for the new phone which i never received.In addition, I am currently on hold with them for the past 1 hour and 1 minute.On June 24th, I spoke with a supervisor who said he apologized for all of the issues and he would get it all straight. In addition, he told me that since i was such a valued customer at ********************** he was going to give me a credit and my **** would be $70 a month. What i didn't know but what the support person told me today is that he enrolled me in the unlimited plan that day. ARGH PLUS - they just debited $150 out of my account instead of the $70 AND they told me i am still working off that $450 balance for a phone I never purchased. I expect all of the extra charges to be removed from my account and I expect to pay $70 a month from now on.Please advise
Business Response
Date: 07/29/2022
July 29, 2022

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

RE: Complainant: *****************************
Complaint Number: 17620645

Dear Ms. ********************* Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for *****************************. In the complaint, **************** states the following: I have been paying ~$99 a month for the past one year on my phone ****. It includes two lines. About 6 weeks ago, I started doing research about purchasing a new phone for my daughter. I went to the Verizon website and got very close to completing the process when i realized that by purchasing the phone I would be forced to enroll in the "unlimited" plan which is too expensive for me and has way too many features that i do not need. I did not complete the process but apparently their system completed it for me. I called back three times and am currently on hold with them because they refuse to take the charges off my **** for the new phone which i never received. In addition, I am currently on hold with them for the past 1 hour and 1 minute. On June 24th, I spoke with a supervisor who said he apologized for all of the issues and he would get it all straight. In addition, he told me that since i was such a valued customer at ********************** he was going to give me a credit and my **** would be $70 a month. What i didn't know but what the support person told me today is that he enrolled me in the unlimited plan that day. ARGH PLUS -they just debited $150 out of my account instead of the $70 AND they told me i am still working off that $450 balance for a phone I never purchased. I expect all of the extra charges to be removed from my account and I expect to pay $70 a month from now on. Please accept this letter as confirmation of VZW's response to her concerns.

Upon acknowledgingg receipt of the complaint via email, I received a response from **************** requesting email correspondence. I sent **************** the following email response:
Hello ****************,
I reviewed your **** and found the unlimited monthly plan cost $60.00 per line and there is a $25.00 loyalty discount applied which brings the cost to $95.00 for the service only. In addition to the monthly service, the number ending in **** has a device payment plan for an iPhone 11. The monthly cost for the device is $24.99 and there is a $12.50 credit applied towards the cost which reduces the monthly cost to $12.49. As a result, the current monthly cost for the service is $107.49 plus taxes and surcharges. Please note, the loyalty discount is only applicable to the unlimited plan. I can switch you back to your previous plan but the loyalty discount will not apply.

Your monthly **** will revert back to the previous pricing prior to the change. Switching back to your old plan is the only option available to reduce your ****. Typically when plan rates are quoted, they do not include taxes or payment for devices purchased under an installment agreement. Your previous bills averaged around $105.00 per month and this amount included taxes. With the current plan, you are receiving unlimited data for about 5-7 dollar more per month.
Based upon the above, I am unable to match the price you were quoted. Please advise if you wish to switch back to your old plan or continue with the new unlimited plan.

**************** responded with additional questions and on 7/29/22, I called her to address the concern. I explained the difference in price between the current unlimited plan and the previous plan. I advised **************** that Verizon does not have a plan that would reduce the monthly cost of her service to an average of $70.00 per month. We discussed the previous payment made for $150.05 and courtesy credits totaling $39.03 were applied to the account to reduce the prior invoice to her average monthly ****.  **************** contends she did not process the order for the plan change and device. I advised **************** the terms and conditions must be accepted before Verizon's system will release the order. I was able to confirm the terms and conditions were accepted the day the order was placed and Verizon's fraud team confirmed the order was authentic.

**************** decided to switch back to the previous pricing where she was receiving 10 gigabytes of data for the account. I processed the order as requested and the change is expected to take place on the next invoice cycle beginning 8/03/22. As I was summarizing the pricing, **************** abruptly ended the call. I called back to ensure the call did not drop and received ******************** voicemail. I left her a voicemail advising her to call me back if she had any questions. No further action is required and this response serves as Verizon's final decision regarding this matter.

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

Sincerely,

James
Executive Relations Analyst
Initial Complaint
Date:07/25/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I am truly hoping you can help me. For now going on for over three weeks, I have not been able to make or receive phone calls as they are broken up and dropped. Also, the same with voice messages received. I have been in constant contact with Verizon ticket # NRB000010942157 and ******* ticket # **********. Today I was now told there is no such issue known with *******. The rep stated : no such issue reported to us officially. I am getting a run around with *******. Many previous reps at ******* told me this is a known issue. All of the reps I spoke to at Verizon state this is a known issue and it has been escalated . Verizon did send me a new S21 and sim card as I have a warranty but the same issue with the new phone. This is a dangerous situation as I cannot make or receive calls. The last rep I spoke to **** at Verizon stated ******* needs to fix this with a software patch but after speaking to ******* again today" there is no official issue reported." I don't know what else to do. I am still paying on this phone and also paying for service on a phone I can't make or receive phone calls on. Once in a while the phone might work but that is rare. Ph # ************. My husband has the same service and is on the same account but a different phone and he is fine. We also took the phone to a ******* repair center and the tech could not find anything wrong with the phone. I googled this issue and it is a known issue. Neither ******* or Verizon will send me a replacement different model phone at no cost to me. My name is ******************************* ************************************************* Email address pcmmca@ hotmail.com. I have spent over 20 hours trying to get this resolved. The best outcome would be for Verizon to issue me a different phone at no more cost to me and to discount my account for all the time my phone has been down for not being able to make or receive calls. Thank you for any help you can offer .
Business Response
Date: 08/01/2022
August 01, 2022

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

RE: Complainant: *******************************
Complaint Number: 17620444

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 dropped calls and not being able to make calls. She states that her ******* S21 has had poor signal for a few weeks and has not been able to resolved through Verizon Technical Support or directly with *******. She is requesting she be provided a new phone and compensation for the time she has not been able to use her service completely. Please accept this letter as confirmation of VZW's response to her concerns.

Upon review of the account, our records indicate that **************** is affected by a ******* software issue. She states that she experiences loss of service and dropped calls for weeks. It is a known issue regarding *******'s latest software update and ******* is working to create a new software update that will resolve the issue. The phone itself will continue to work, as it had previously, after the system update is resolved. We respectfully decline to replace the phone at no cost because each ******* has been updated to the latest software and will not solve the concerns.

Our office was successful in reaching **************** to apologize for any inconvenience she may have had with our company. Our office was able to provide a one-time courtesy adjustment for one month of service on her line due to her experience. In an effort to provide a satisfactory resolution, the account allowed an offer of a 55+ Loyalty $40 discount for the life of her plan. ******* has informed that they are working to push through a fix to their software update within the next week. **************** was satisfied with the resolution and stated she had no further concerns.

Should you have any questions regarding this correspondence, I can be reached at ******************************. My office hours are 12:00 PM - 9:00 PM ET, Monday - Friday. Thank you.

Sincerely,
Celeste
Executive Relations Analyst
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 satisfactory to me.

Regards,

*******************************
Initial Complaint
Date:07/25/2022
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.
When my husband and I signed up with Verizon, they had a promotion (which they still have) that said if you bring your own device, they would give you a $500 Verizon gift card per phone line/phone brought over. That is why we decided to go with Verizon over different carriers. The promo details only stated that we had to wait 8 weeks. Nothing else was mentioned. When I realized it had been way past 8 weeks, I called to get the status of the gift cards. I was told that Verizon sent me a rebate code and I had to go to a specific website to enter that code in to get the gift cards. I never got this code and it shows no where on their website that you need a special rebate code. The promo code expires after 30 days of activation so they said "to bad, so sad, now you don't get the promotion". I got transferred to the rebate department and a woman there told me that she is so fed up with Verizon because she gets these same calls everyday from customers going through the same thing as me. Verizon is committing fraud. They claim they will give you this promotion but they really don't want to. One rep even submitted a form to get them to approve it and I had to wait 30 days. I called today and the woman stated it was denied. I am not going to give Verizon my business anymore. Luckily, I own my phone so I can go anywhere I want. I want to warn people to beware of this promotional lie. Verizon you should be ashamed of yourselves.
Business Response
Date: 08/01/2022
August 01, 2022

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

RE: Complainant: *******************************
Complaint Number: 17620358

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 not receiving a **** gift card promotional offer. Please accept this letter as confirmation of VZW's response to her concerns.

The promotional offer advertised that customers can get a $500.00 Verizon Gift Card when they activate a 4G/5G Bring Your Own Device (****) smartphone on a Premium Unlimited plan. Port in not required. We verified and confirmed that ******************** qualified for the **** promotional offer. ******************** states that she was never advised or provided any documentation explaining that she would have to redeem the offer in order to receive the virtual gift card. The Rebate Team declined the rebate offer due to ******************** never applying/redeeming the offer online. As a resolution, we advised ******************** that we would make a one-time exception and apply a $500.00 credit to the account for the mobile numbers ending in **** and **** as a one-time courtesy to honor the Rebate offer. We advised ******************** that the current balance due of $201.36 will deduct from the credits applied to the account and will leave a credit balance forward of $798.64. ******************** accepted all offers. ******************** confirmed that we addressed and resolved all her concerns. The **************** considers the case to be in closed status.

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

Sincerely,
Liyah
Executive Relations Analyst
Initial Complaint
Date:07/22/2022
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 1/25/22 I switched to a billing plan that was quoted as $80/month (+taxes) for two lines, unlimited data. This was a special senior discount plan. I was told it would take "1 to 2 billing cycles" for the discount to appear. Then it would appear each month AND I would be credited retroactively for the previous billing cycles. After four months -- Feb, Mar, Apr, May -- the discount ($60 per month) STILL did not appear on my ****. I contacted Verizon on 5/23 and, after 67 minutes on the phone, was assured the credit would be applied going forward AND that I would receive a follow-up email within 2 days concerning the retroactive credits I was due for Feb-May (total of $240). Support ticket MR-**********-E01 was opened. I never received the email, and on 6/1 I again contacted Verizon. Another support ticket, MR-**********-E01, was opened. I was promised that a $60 retroactive credit would appear on the next (June) ****, and for the next 3 months after that (they refused to simply credit the full $240 that they OVERCHARGED ME). They said the ticket would remain open until all credits had been applied. On 6/13 I received my June **** which DID have the additional credit. I asked that the ticket remain open until ALL credits were received. They said they would leave the ticket open; then they closed it on 6/20. I re-opened the ticket asking that it remain open until all credits were applied. They assured me the credits were in the system, and that I could open a new ticket if there was any further problem. On 7/22, my July **** was paid automatically my checking account, and, no surprise, the $60 credit WAS NOT APPLIED as promised. I have reopened the ticket, but no longer want to deal with this company and their outright lies. I am still owed $180, and I am requesting an IMMEDIATE CREDIT for that amount. I should not have to wait for three more months. They have had the money that they overcharged me since May, and they have no right to keep it.
Business Response
Date: 07/28/2022
July 28, 2022

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

RE: Complainant: *******************
Complaint Number: 17612293

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for *******************. ******************* has contacted Executive Relations regardng his concerns with a missing senior plan discount and his statements being higher than expected. He stated that he was assured multiple times that the discounted price plan would appear on his statement and it had not. He is requesting the retroactive credits for which he was over-charged. Please accept this letter as confirmation of VZW's response to his concerns.

Upon review of the account, our records indicate that the account was changed from our 2GB shared data plan to the 5G Start Unlimited on January 25th, 2022 with a promotional six months free of ****** + and Discovery +. The 55+ Loyalty $40 discount appeared on the June 2022 statement with a retroactive credit of $40 for the May statement. On July 23rd, 2022 ************** was provided a manual adjustment of $120 for the three statements that the 55+ Loyalty discount had not been included. ************** stated that, in the times he inquired about the missing Loyalty discount, he was not informed that he was not receiving the auto pay discount because he was enrolled with a credit card.

Our office was successful in reaching ************** to apologize for the time it has taken to have his concerns addressed. In an effort to provide a satisfactory resolution, our office offered a one-time credit of $80 for the four months that he did not receive the auto pay discount and confirmed the updated method of payment now qualified for the discount. His regular monthly statements are estimated to be $80 not including taxes. ************** expressed satisfaction with the resolution and stated that he had no further concerns on his account.

Should you have any questions regarding this correspondence, I can be reached at ******************************. My office hours are 9:00 AM - 6:00 PM ET, Monday - Friday. Thank you.

Sincerely,
Celeste
Executive Relations Analyst
Customer Answer
Date: 08/02/2022
[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 it now appears that the correct credit of an additional $200 has been applied. As of now, I consider this resolved, but will re-open if I find any further billing discrepancies.

Regards,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Verizon Wireless is NOT a BBB Accredited Business.