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

38,119 total complaints in the last 3 years.
13,908 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:07/22/2022
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,

*******************
Initial Complaint
Date:07/22/2022
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 exchanged my wife and my own telephone ******** Note 9s) with two new phones ******** S22), I was told it was a promotion, with the promise that my telephone **** would be reduced, as there was a $1000.00 rebate for each phone. About a month and a half later when I received the **** from Verizon, I realized they have charged me the full amount of the new phones (about $1300 each). Total **** about twice as much as i was promised, I have contacted the Verizon Store for the past two and a half months, they are not giving me any satisfactory answer, except they can not find our phones and they have to check this or that, I am absolutely frustrated, the manager says my hands are tied, I have no one else to turn to.
Business Response
Date: 08/01/2022
August 01, 2022

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

RE: Complainant: *************************
Complaint Number: 17611837

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for *************************. ************************* has contacted Executive Relations regarding his concerns with missing trade-in promotions. He states that he traded-in two ******* Note 9's for $1000 off two ******* S22's but has yet to receive the promotion. He also states that he was expecting his **** to be reduced and it has increased. Please accept this letter as confirmation of VZW's response to his concerns.

Upon review of the account, our records indicate the two lines on the account were upgraded to ******* Galaxy S22's on February 14th, 2022 at an indirect Victra location. **************** states that he traded in the ******* Notes 9's previously active on the lines and was quoted a $1,000 trade in promotion for each. He states he returned to the store to inquire about the missing trade in promotion and was told that his trade-in's were misplaced. **************** states that he spoke to the manager who offered an $800 refund check for each device and was informed to expect receipt in 6-8 weeks. He states he has yet to receive the refund check.

Our office was successful in reaching **************** to apologize for any inconvenience he may have had with our company. We contacted the district manager and confirmed that two refund checks had been created for the customer. The District Manager will be reaching out to **************** shortly to provide more information and address any further concerns. The Verizon Cloud feature was removed per ******************** request and his monthly charges were discussed. **************** expressed satisfaction with the resolution Executive Relations considers this case closed.

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
Initial Complaint
Date:07/22/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had Verizon for over 24 years with no problem with service. An **** tower opened up about a month ago and my family and everyone living in this area have lost all Verizon service. Our phones now only work if we are hooked up to the internet. Verizon refuses to fix this issue!
Business Response
Date: 08/01/2022
RE: Complainant:*********************
Complaint Number: 17610103

Dear Ms. ********************* Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for *********************. In the complaint, ********************* stated that AT&T built a tower near her home about a month ago, and now she has no cellular service. She is requesting Verizon investigate this service matter. Please accept this letter as confirmation of VZW's response to her concerns.

In addition to this BBB complaint, **************** currently has an open Attorney General and FCC complaint with the **************** regarding the reported service issues. Our office has opened a service ticket, *****************, and our local Network Team is currently investigating the cause of the reported service concerns. We will continue to communicate with **************** via the open FCC case and provide updates in regards to the investigation accordingly.
If **************** has any questions, she *** email our office directly at her convenience.

Verizon Wireless appreciates the opportunity to respond to all concerns, and we sincerely apologize for any inconvenience this service matter *** have caused. Should you have any questions regarding this correspondence, our office can be reached at ************ between the hours of 7:00 AM - 7:00 PM ET, Monday - Friday. Thank you.
Sincerely,
Cynthia
Executive Relations Sr. ***********
Customer Answer
Date: 08/12/2022

Complaint: ********

I am rejecting this response because:

From: almusolf <******************>
Sent: Thursday, August 11, 2022 8:01 PM
To: Better Business Bureau <**************************************************>
Subject: RE: You have a new message from the BBB of ********** in regards to your complaint #********.

I dont recall getting another message from you. Verizon has still done nothing to fix the issues.

**** Musolf

Regards,

*********************
Business Response
Date: 08/24/2022
RE: Complainant: *********************
Complaint Number: 17610103

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above-referenced complaint for ********************** In the complaint, ********************* stated that AT&T built a tower near her home about a month ago, and now she has no cellular service. She is requesting Verizon investigate this service matter. Please accept this letter as confirmation of VZW's response to her concerns.

In addition to this BBB complaint, **************** currently has an open Attorney General and FCC complaint with the **************** regarding the reported service issues. Our office has opened a service ticket, *****************, and our local Network Team is currently investigating the reported service concerns. We will continue to communicate with **************** and provide the BBB with the final resolution upon completion of the investigation.

Verizon Wireless appreciates the opportunity to respond to all concerns, and we sincerely apologize for any inconvenience this service matter *** have caused. If **************** has any questions, she *** email our office directly at her convenience.
Should you have any questions regarding this correspondence, the **************** can be reached at ************. Our office hours are 7:00 AM - 7:00 PM ET, Monday - Friday. Thank you.

Sincerely,

************;
Executive Relations Sr. ***************
Initial Complaint
Date:07/21/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Once again I'm having billing problems. This company has been adding services to my account without my permission since I became a customer. Now I recently went on my details to check my discounts because the **** so high. My Military discount just magically disappeared, the agent said it hasn't been on my account in the last six months. I would like my discount back on the account, also I want my account credited back from the day they took it off WITHOUT MY ********** Then I want my services not to be touched unless confirmed by me. I don't think this is fare to me as a customer. I'm starting to think you guys are thieves.
Business Response
Date: 08/04/2022
August 04, 2022

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

RE: Complainant: *************************
Complaint Number: 17607239

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for *************************. ************************* contacted the Verizon **************** via Better Business Bureau correspondence regarding concerns with a missing military discount. She is requesting the military discount be added back to her account and retroactive credits for the months it was not reflecting. Please accept this letter as confirmation of VZW's response to her concerns.

Upon review of the account, our records indicate that a Students Discount was validated on September 10th, 2021. As the two discounts are not stackable, the Student discount validation effectively removed the Military Discount. The Student Discount requires two lines or less to receive the discount, there is no record of either discount on the statements from October 2021 to date.

Our office was successful in contacting ****************** to inform on our findings. ****************** agreed to have her Military discount re-validated and provided the necessary documents. Our office was able to apply retroactive credits for the missing Military Discount. We reviewed the upgrade options for the line ending in ****. ****************** expressed satisfaction with the resolution and stated that 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
Initial Complaint
Date:07/21/2022
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.
First it all began when I had problems with my phone and I had insurance with them I went into the store and the lady told me it would be better to trade my phone in and they will give me a credit for the phone but it look like they didnt give me credit for the phone and they took away the discounts that I had for my other phone on the plan now fast forward I called them I told them I dont need the second phone they told me that they would close out their phone and my **** would be cheaper now theyre charging me $300 a month they havent closed out the other phone I havent received any discounts from when I signed up with them I really just want to give them all the phones back Im paying too much I told them I didnt need the second phone on my account one agent told me I could trade it back into them then another told me they would close out the **** and have me still payoff second phone monthly I cant get any help with them
Business Response
Date: 08/01/2022
August 01, 2022

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

RE: Complainant: *******************
Complaint Number: 17606945

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 disputing **** charges. Please accept this letter as confirmation of VZW's response to her concerns.

Per review of the account, ************ incurred a $20.00 Reconnect Fee per line on the July billing invoice. There also was an unpaid balance of $293.10 that rolled forward from the June ****. We reviewed the May and June **** and there were no unusual/adverse charges. As a resolution, we applied an adjustment to the account for $80.00 to waive the Reconnect Fees incurred as a one-time courtesy. The adjustment leaves a past due balance of $213.10 due to be paid by August 10, 2022. There is a total balance due of $616.60. ************ advised that she would be making/arranging payment for the past due balance. ************ 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:07/21/2022
Type:Order 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 July 11, I paid ****** to Verizon through my bank. It was sent, accepted, and removed from my account. I have been receiving txt , threatening to shut off my phone , unless I pay ******. I attempted many times, for several days now, to find somewhere that my bank can show proof of payment to. No txt or email could be given to me by anyone. I was forced to pay another ****** so they wouldnt shut off my phone. Verizon owes me ******.
Business Response
Date: 07/22/2022
July 22, 2022
Attention: *******************************
Better Business Bureau of **********
1262 ***************************************
Building A - Suite 202 ********, ** 08690
RE: Complainant: *************************
Case No. 17601647
Dear Ms. ************************** you for allowing Verizon the opportunity to respond to the concerns
************************* outlined in her correspondence. In her complaint, **************** expressed concern about her payment due on her Verizon account in the amount of $186.86.
**************** is disputing the payment of $186.86 she made on her Verizon account on July 11, 2022 from her banking institution. The payment she made has not been posted to her Verizon account as of July 21, 2022 and is missing or misapplied.
I spoke with **************** and she explained to me she called Verizon on July 14, 2022 to find a missing or misapplied payment of $186.86. On July 21, 2022, A representative opened a payment investigation and told **************** to dispute the payment with her bank. **************** told me she did open a dispute with her bank.
An account review reveals **************** had a previous account with her husband. She transferred her service to her own account on April 23, 2022. An account review shows a credit balance of $581.26 on ****************** Previous account she had with her husband. The last three payments **************** had made it through her banking institution and went to the old account. Payments listed below.

May 09, 2022 $185.52 May 20, 2022 $200.00, July 11, 2022 $186.86. The **************** has refunded all three payments back to her home banking and advised **************** to cancel the dispute she created with her bank to not let the account go negative. Please allow 3 to 5 business days for a refund to be received.
**************** made another payment on July 21, 2022 of $186.86 which also went to her previous account. This payment has been transferred over to her new account. This means ****************** new account will be current and she has been refunded $572.32 the amount of all three payments that were submitted through her bank to the old account number. We have advised **************** to update her account number with her bank to avoid any further issue with her payments.
Should the Better Business Bureau or **************** have any questions regarding this response or to discuss alternative resolutions, please contact me at *************************, Monday through Friday between the hours of **** PM - 9:00 PM EST. Please don't hesitate to contact **************** for other account-related issues at **************.

Sincerely,
******* A
Executive Relations
Initial Complaint
Date:07/21/2022
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 wrote in to Verizon about moving my phone to its own plan as I had previously moved ownership of my old account to someone else. I was advised the phone would be on its own line today. That has yet to happen. Verizon representatives have deactivated my phone but not placed it on its own account. I asked if it could be moved to my partners account. I have been dealing with this issue for about 2 months and have spoken with 6-7 representatives today alone. I have been lied to, misinformed and hung up on. Still sitting with no service and now a deactivated phone.
Business Response
Date: 08/03/2022
August 03, 2022
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: ***************************
Complaint Number: 17601395
Dear Ms. ***************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
***************************. ******************************* has contacted the Executive Relations department via the BBB stating that she
was to have her number moved to a different person's account and has since been advised the line would be placed
on its own line. Please accept this letter as confirmation of VZW's response to her concerns.
The **************** was unsuccessful in reaching **************** after requesting a method to verify her identity. I have
left my direct contact information via email and voicemail. If **************** would like to discuss the concern further, I am
happy to offer my assistance at her convenience once she is ale to satisfy the security requirements of account access.
Should you have any questions regarding this correspondence, I can be reached at ******************************.
My office hours are 8:00 AM - 5:00 PM PST, Monday - Friday. Thank you.
Sincerely,
********
Executive Relations Analyst
Customer Answer
Date: 08/03/2022

Complaint: 17601395

I am rejecting this response because:
I responded to the emails. Of course they cant call the number because one of the representatives removed it and deactivated it. Additionally when I was told the account owner was changed the email address was changed. This company is being uncooperative.

Regards,

***************************
Business Response
Date: 08/11/2022
August 11, 2022
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: ***************************
Complaint Number: 17601395
Dear Ms. ************************************ you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
***************************. ******************************* has contacted the Executive Relations department via the BBB stating that she
was to have her number moved to a different person's account and has since been advised the line would be placed
on its own line. Please accept this letter as confirmation of VZW's response to her concerns.
The **************** was unsuccessful in reaching **************** after requesting a method to verify her identity.
Additional efforts have been made to obtain a contact number from **************** to verify the account security
credentials and I have not received a response including a number that I may reach her at. I have left my direct
contact information via email and voicemail. If **************** would like to discuss the concern further, I am happy to offer
my assistance at her convenience.
Should you have any questions regarding this correspondence, I can be reached at ******************************.
My office hours are 8:00 AM - 5:00 PM PST, Monday - Friday. Thank you.
Sincerely,
********
Executive Relations Analyst
Customer Answer
Date: 08/12/2022

Complaint: 17601395

I am rejecting this response because:
I have been in contact via email. As Verizon should clearly be able to see I do not have a phone number in which they can call. Resolution has not been met at this time.

Regards,

***************************
Initial Complaint
Date:07/21/2022
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 an account with Verizon Wireless.I had one flip phone on the account. On March 28, 2022 I bought a unihertz Jelly 2 - 'the smallest smart phone'I activated it around April 25, 2022 with Verizon on-line It worked well for 25 days - no problems.May 20, 2022 it stopped working.May 21, 2022 my husband brought it Verizon at ************************************************** ************ They said they could not talk to him because I did not write a note and 'it is not a 3G and Verizon discontinued the coverage.'He then e-mailed Unihertz and asked why they would sell a phone that would not be good after a month.I started e-mailing with them and they responded 'Your phone has the correct IME numbers and it is a 4G phone.'During this time I could text and use the aps but when I tried to make a call I got a recording 'you are being directed to an operator so you can call by credit card, calling card or collect call'I never did get a real operator.If I wanted to talk to someone I texted them to call **** could make calls sporadically.June 16, 2022 the phone stopped receiving calls. I went to the Kingston Verizon store and they said 'if you look at it you can tell it is a 4G'They put the sim card in a different slot.I called my husband in the parking lot and it worked. I got home and it did not work.I got online with Verizon again. After 4-5 hours it worked.The Verizon person working with me said it was because I had the wrong plan.That does not explain how it worked the first 25 days.I was told I now have a 5Gb plan for data.My Verizon **** went from $34.11 to $71.68 per month.The phone worked.June 18, 2022 phone did not work.July2, 2022 my phone worked.It stills goes back and forth and I was dealing with it.Then I got a message in the mail from Verizon:"The 3G network your phone currently uses is shutting down. And any phone currently active on this network will stop working after 12.31.22"
Business Response
Date: 07/28/2022
July 28, 2022

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

RE: Complainant: *************************
Complaint Number: 17601214

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 device performance issues and disputing the monthly ****. Please accept this letter as confirmation of VZW's response to her concerns.

**************** responded via email on July 28, 2022, and we advised her that we would not be able to shed light on why her device worked for 25 days but we do want to ensure that her device is functioning at this time and that she is able to use all her mobile services. **************** confirmed that her wireless service is functioning properly.

Per review of the account, **************** was previously on a price plan that included unlimited minutes plus unlimited text for $34.11/month. On June 16, 2022, the price plan was changed to a 5GB shared data plan with unlimited talk and text, which is an estimated $71.90/month.

In regard to receiving the message in regard to the 3G network phase-out. We explained to **************** that for those customers who have a 3G basic phone only, their devices will be considered obsolete and will no longer function on the network in certain areas/locations. If **************** has a device that is a 4G/5G network compatible device then this message would not apply to her. **************** is currently using a device that is not sold or supported by Verizon Wireless. We researched her current device online and it states that ******************** device is a 4G device. We advised **************** that she can contact the device manufacturer to receive confirmation. We advised **************** that the price plan that she is currently on, can be changed at any time without any penalty. We advised **************** that we do have a basic phone price plan that includes 500 MB of data since she states that she does not use that much data. If **************** is interested in receiving more information about this basic phone plan, we advised **************** that **************** would be able to assist with providing more information and assisting her with a price plan change. 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: 08/01/2022

Complaint: 17601214
I am rejecting this response because:
I did not dispute the **** so don't say I did.
She never told me that Verizon does not support my Unihertz Jelly2. What does that even mean? They are taking my money and saying 'all is good'. I let her know the phone worked perfectly the first 25 days with Verizon on my flip phone plan. Her exact words on July 27: 'I would not be able to shed light on why your device worked for 25 days but I do want to ensure you that your device is functioning at this time and that you are able to use all your mobile services' Again on July 28 "we are not able to shed light on why you for was or was not working. We are only able to assist with ensuring that your device is functioning properly at this moment and going forward"
After that the phone did not work properly. She never answered my question regarding what they did to fix the problem. The only thing she said she did was to did except look up reviews.
Re: the 3G notice: She just said the notice says IF you have a 3Gplan; however, the notice I received stated "The 3G network your phone currently uses is shutting down"

Regards,

*************************
Business Response
Date: 08/05/2022
August 05, 2022

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

RE: Complainant: *************************
Complaint Number: 17601214

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 Rebuttal complaint in regard to experiencing device performance issues and disputing the monthly ****. Please accept this letter as confirmation of VZW's response to her concerns.

**************** responded via email and we advised her that we would not be able to shed light on why her device worked for 25 days but we do want to ensure that her device is functioning at this time and that she is able to use all her mobile services. **************** confirmed that her wireless service is still not functioning properly.

Per review of the account, **************** was previously on a price plan that included unlimited minutes plus unlimited text for $34.11/month. On June 16, 2022, the price plan was changed to a 5GB shared data plan with unlimited talk and text, which is an estimated $71.90/month.

In regard to receiving the message in regard to the 3G network phase-out. We explained to **************** that for those customers who have a 3G basic phone only, their devices will be considered obsolete and will no longer function on the network in certain areas/locations. If **************** has a device that is a 4G/5G network compatible device then this message would not apply to her. **************** is currently using a device that is not sold or supported by Verizon Wireless. We researched her current device online and it states that ******************** device is a 4G device. We advised **************** that she can contact the device manufacturer to receive confirmation. We advised **************** that we would partner with (TAG) the ************************ to request a call back to investigate and further troubleshoot this matter. The ************************ advised that ******************** mobile device is not registered under our internal (BYOD) Bring Your Own Device list and her device id is not in our ***************** Database. We are unable to find anything that states ******************** device is eligible/compatible with our network. Unfortunately, the device will have to show up as eligible on our BYOD website to be able to be used and complete troubleshooting.

As a resolution, we advised **************** that she can purchase a Verizon Wireless compatible device from a third party and activate it on her account, purchase a device from ********************, or cancel service without any penalty. **************** did not accept the resolution provided. We advised **************** that the resolution provided by the ************************ and Verizon Wireless will remain the same and that we are not able to override their determination. 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 Sr. ***********
Customer Answer
Date: 08/12/2022

Complaint: 17601214

I am rejecting this rLiyah must not have read my complaint because she did not answer my questions. She just repeats herself.
If she read what I wrote she would know my phone is working with Verizon. I let her know the online Verizon agents are helpful.
She can't even pick up her phone and call the department that sends the notices. My notices don't say "IF" they specify my account.
1. My phone has worked and is as this moment.
2. I don't think Verizon would **** someone for a phone account knowing the phone is not compatible; evidently, she does.
3. There are a lot of people using the Unihertz Jelly2 with Verizon.
I consider this case with the BBB is closed. I will get in touch with an executive at Verizon.
Thank you for your help.
******

3.

Regards,

*************************
Initial Complaint
Date:07/21/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 23,2021 I went into Verizon Wireless to upgrade my phone from the ** to the iPhone 13 pro **** I was being helped by ******** a customer service rep. ** told me about the trade in deal where I would get an $800 credit for trading in my ** towards the new phone. Then talked me into getting the iPhone 12 Pro *** as there isnt anything different with it Vs the 13 pro **** I decided to go with the **************************************************** credit. Their system went down that day so I was not able to get my phone u til the next day. I was able to get it on September 24th, and dropped my phone off within the first 2 weeks of October 2021. I then looked at my **** the following month and realized they switched my plan(I was not aware of this) and I was only getting a $300 trade in credit. I went in February 2022 and spoke with the manager and he told me I will be getting the extra $500 credit within the next couple billing cycles as long as my plan was at the one that was needed to get the credit (he updated it to the more expensive plan)I waited and still nothing. I went back into the store June 2022 and spoke with ******* and he told me that he cannot get me the full $800 credit unless I have the quote from almost a year ago. If I wouldve known that this was going to happen, I would have not traded in my phone and went through a different carrier. I want the credit I was told I was going to get initially. Verizon can look back and see how many times Ive been in in regards to this issue.
Business Response
Date: 07/25/2022
Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for *********************. ********************* contacted the BBB regarding a trade-in promotion. Please accept this letter as confirmation of VZW's response to his/her concerns.

********************* advised she went to the store location to upgrade her phone. She mentioned they advised her there was an $800 trade in promotion if she upgraded to the iPhone 12 Pro **** She stated once the **** came she noticed she was only getting a promotion for $300 and not the full $800. She is requesting to have the trade in credit corrected on the account.
After further review, we show there was an upgrade done on September 30, 2021 for line ending in ****. The previous device ***************** was received in the warehouse on October 20, 2021. ************ met all the requirements for the promotion; however, she only received the $300 promotion.
We have added the correct promotion to the account effective as of July 25, 2022. We have advised ************ we have to apply a debit to the account of $100 for the incorrect credit amount that was applied to the **** for the previous months. She will see the credit, for the correct amount, for the previously billed months on the next ****. She accepted and was satisfied with the resolution.
Initial Complaint
Date:07/21/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled my service on May 24th with Verizon and switched to ATT, I went to the Verizon store and told them I wanted to cancel my account and needed information about porting my numbers over to ATT. The guy told me I would have only a remaining balance of 96 dollars for 2 hotspot device payments that I would owe after the numbers being ported over was complete since I was switching right at the end of the billing cycle. So the following month I have a debit from my bank from Verizon for 156 dollars, I said that's fine, that's my device payment and probably some they've added for possible usage. Then July rolls around and I receive another notification of 156 ****, so I call Verizon customer service, I told the lady that the account was supposed to be cancelled and told her to check to show that there was zero data usage on the devices, she proceeded to tell me she had created a ticket and would try to get me refunded and make sure the account was canceled. I haven't heard anything since, so today I noticed my bank account has a pending transaction for 156 dollars, so I again called and was told that there was nothing they could do about it and that I would just have to pay them their 156 dollars and she would go ahead and disconnect my service today and I would receive a final **** for roughly 80 some odd dollars ro pay the devices off. This is wrong on their part, I shouldn't owe them another 156 dollars for July.. Verizon has horrible customer service, years ago they were great, but it's terrible now... This is just a way for Verizon to steal another 156 dollars for nothing, those devices haven't even been powered on since mid May..
Business Response
Date: 07/28/2022

July 28, 2022

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

RE: Complainant: ***********************************
Complaint Number: 17600239

Dear Ms. ************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for ***********************************. ********************************* has contacted Executive Relations regarding his concerns of the balance on his closed account. Please accept this letter as confirmation of VZW's response to his concerns.

Upon review of the account, our records indicate that all phone lines were ported out to a different provider on May 24th, 2022 leaving three hotspot devices active on the account. ************************** stated that he had requested the hotspots to be canceled on May 24th, 2022 and was informed on the remaining balances of the two Device Payment Agreements. ************************* called **************** on July 21st, 2022 to inquire about his unexpected continued billing and was informed that the three lines had not been disconnected. No usage is recorded on the three lines since May, 25th, 2022.

Our office was successful in contacting ************************** to apologize for any inconvenience he may have had with our company. A manual adjustment of the service charges for the three lines minus the remaining balances of the hotspots was applied to the account. The account has a credit balance of $261.04 that has been refunded back to customer. ************************** was satisfied with resolution and stated he had no further concerns.

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

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