Complaints

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

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• 

  Verizon Wireless

  1 Verizon Way Basking Ridge, NJ 07920-1025

• 

  Verizon Wireless

  915 North Court St. Medina, OH 44256

• 

  Verizon Wireless

  2705 W. Market St. Akron, OH 44333

• 

  Verizon Wireless

  2071 W. 4th St. Mansfield, OH 44906

• 

  Verizon Wireless

  1017 Cinti Mills Dr Cincinnati, OH 45240

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:07/21/2022

  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

• 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 purchased a phone from Verizon approximately a month ago. Was offered a promotional rebate of $200. I was reassured by the salesperson that I qualified for this rebate. Rebate. I questioned and was reassured a number of times. I was denied this rebate due to being uneligible after waiting 3 weeks. Was also reassured the service was the best in the area 5G best coverage. Not so service is horrible nothing can be done. Also was informed this rebate could be used as a regular debit or credit card. Not true this rebate if was issued has to be used at Verizon. Spent hour and a half on the phone yesterday trying to speak to supervisor to resolve this issue no response. Again today spent 45 minutes on the phone trying to resolve issue again no response. Very dissatisfied with the service and the quality would like to cancel contract without any obligation but was told I would have to pay the total amount for the product that was sold to me. When I purchased I was told if I paid the balance in full right away I would get it for the discounted price now that has changed. Thank you in advance for looking at this issue.

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********,** 08690
  
  RE:  Complainant: *************************
         Complaint Number: 17599802
  Dear Ms. ********************* Thank you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for *************************.  In the complaint, **************** stated the following:  "I purchased a phone from Verizon approximately a month ago. Was offered a promotional rebate of $200. I was reassured by the salesperson that I qualified for this rebate. Rebate. I questioned and was reassured a number of times. I was denied this rebate due to being ineligible after waiting 3 weeks. Was also reassured the service was the best in the area 5G best coverage. Not so service is horrible nothing can be done. Also was informed this rebate could be used as a regular debit or credit card. Not true this rebate if was issued has to be used at Verizon. Spent hour and a half on the phone yesterday trying to speak to supervisor to resolve this issue no response. Again today spent 45 minutes on the phone trying to resolve issue again no response. Very dissatisfied with the service and the quality would like to cancel contract without any obligation but was told I would have to pay the total amount for the product that was sold to me. When I purchased I was told if I paid the balance in full right away I would get it for the discounted price now that has changed. Thank you in advance for looking at this issue."  Please accept this letter as confirmation of VZW's response to his concerns.

  After a review of the complaint, I found **************** signed up with Verizon with the purchase of a ******** Edge on a device payment plan.  A $370.00 promotion was added to the account at the point of sale where the account would receive 36 recurring credits on the period of 36 months.   The $200.00 gift card promotion is a separate promotion for customers who establish service and bring over their own device.  This promotion is not stackable with the $370.00 promotion that was added to the account. 

  On 7/28/22, I spoke with **************** and provided the results of the investigation.  While he was very unhappy with being misled by the sales agent, he accepted the explanation.  **************** expressed a desire to port his service to a different provider.  If **************** decides to terminate the account, he must port out from Verizon on or before 8/21/22 to avoid additional charges.  I agreed to waive all charges associated with the device and applied a $22.72 credit to the account to clear the current balance.  In order to receive a credit for the balance owed for the device, it must be returned in working condition and no physical damage. 

  In an effort to avoid churn, I agreed to add a $150.00 courtesy credit to his account as he has already received a $50.00 credit from customer service.   I also agreed to apply a $20.00 credit to his account for 12 months.  Both offers are contingent upon continued service with Verizon for the duration of the 36 months installment agreement.  I advised **************** the offer would be available until 8/21/22.  I provided my contact information for future reference if **************** decides to accept the offer. No further action was required at this time.   
  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:07/21/2022

  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.

  They r charging me for a phone,when it was a warranty exchange

  Business Response

  Date: 07/22/2022

  P.O. Box 10
  ******, ** 07101-0010
  July 22, 2022
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  RE: Complainant: *********************
  Complaint Number: 17599881

  
  Dear Ms. ***************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
  *********************. ************** expressed concern about a damaged device fee. Please accept this letter as confirmation of
  VZW's response to his concerns.

  
  ************** reached out to the **************** to dispute a damaged device fee. ************** exchanged a defective
  device through his warranty, but the device had physical damage as well. The physical damage resulted in **************
  being billed for a damaged device fee.

  
  The line in question ends in ****. *************** was billed $299.99 for the damaged device fee, on the July invoice.
  According to the abuse image, there is a small crack on the device that was returned. The device is a Samsung
  Galaxy S21 U 5G 128GB Black, ***************. *************** says that she was unaware that she would be billed
  for the crack. ***************' account has been active since 2018.

  The **************** credited the $299.99 back to the account as a one-time courtesy. *************** is satisfied with the resolution.

  Should you have any questions regarding this correspondence, I can be reached at ************ Extension

  
  2143723. My office hours are 10:00 AM - 7:00 PM ET, Monday - Friday. Thank you.

  
  Sincerely,

  
  Ian
  Executive Relations Analyst

  Customer Answer

  Date: 08/15/2022

  [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:07/21/2022

  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 purchased 2 fossil watches Verizon Wireless at a discounted price. 31 days after purchase 1 of the watches stopped working. Verizon would not help me. I went through Fossil directly and was able to resolve my issue. Fast forward. Both watches stopped working about 6 months ago. I called Verizon about a month ago and requested that these lines be terminated, I was told no cant terminate the lines even though the products were not working. Then they inform me they were still under warranty, Where was this warranty a year ago? I told them no thanks we purchased different watches. They said I would have to pay them off so I agreed. In the mean time time I decided since they were not going to help me solve an issue and keep charging me for a product that was not working I was going to switch carriers. We switched to ******** 3 of my phone lines went through just fine, 1 did not. I spent 4 hours on the phone on 7.10.2022 , to have the line disconnect, 1 and 1/2 hours on 7.15.22 to be transferred to a closed department and a whooping 6 hours on the phone on 7.19.2022 to be transferred several times and after basically begging to have them call me back if the call dropped after 6 hours and 7 people my call was dropped and none of the 7 people called back. I just want the phone to work. I had to buy another phone since this was taking so long! I went to the store on **************** **********, ** on Wednesday 7.20.2022 and they were zero help would not even listen. said they could not find my account since it was closed. however when I said I wanted to pay off the watches since the link did not work they sent me almost 2 weeks earlier He found my account and took my money! on the phone I spoke to **************************, ******** ******* ******* ********* ******** and ******* in the fraud ****** and finally ***. I sent an email to what I think is the main head quarters this morning. Maybe that will help. I need help getting these issues resolved please!

  Business Response

  Date: 07/26/2022

  July 26, 2022
  

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

  RE: Complainant: ***************************
  Complaint Number: 17599755
  

  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
  purchased two Fossil watches from Verizon Wireless. She states that after 6 months both watches stopped working.
  She states she requested to cancel the lines, however she was advised that she could not and that she could use the
  warranty to replace the watches. She had already purchased new watches and did not want replacements. She then
  decided to switch carriers and 3 of the 4 lines worked, however one line did not. She decided to purchase a new
  phone through the new carrier and states she has not been able to resolve these concerns. Please accept this letter
  as confirmation of VZW's response to her concerns.
  

  I have spoken to ********************** and she explains that she is not looking to receive credit for the remaining cost of the
  watches. Her issues are that she has not been able to see an itemized **** of the final charges on the account and that
  one of the phones she has brought over to the new carrier will not activate. She states it is giving her an error
  message advising her to contact Verizon Wireless. Resolution: I have confirmed with ********************** that a copy of the
  detailed **** has been requested for shipment as of 07/26/2022. I have also reached out to a internal contact and
  completed the sim unlock process. I have advised ********************** that she would want to connect the phone to Wi-Fi
  and then power cycle the device,. She would then want to confirm with her new carrier that the phone is provisioned
  for her number and then she may activate the new device with the new carrier.
  

  Should you have any questions regarding this correspondence, I can be reached at ************ Extension
  2221247. My office hours are 8:00 AM - 5:00 PM PST, Monday - Friday. Thank you.
  

  Sincerely,
  

  ********
  Executive Relations Analyst

• Initial Complaint

  Date:07/21/2022

  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 recently purchased two Galaxy Watch 4s for both myself and my husband. However, on Sunday, July 17th when I left my phone at home I could not make or receive calls or texts from the watches. We called Verizon at 2:34 pm on this same date and was on the phone with 4 different agents until after 7 pm. We were able to get the problem fixed with receiving calls and texts while not around the phones. However, there was another issue with the number sharing. We learned that when our phones are not around and we text or call someone from the watch, the phone number assigned to the watch is used instead of our mobile numbers. After being on the phone for 5 hours, the last agent could not identify why this was happening and had to open a ticket (NBR000010946942). When we purchased the watches we were told that when we text and call from the watch our mobile numbers would appear on the other person's end and not the number of the watch. This is an issue that needs to be fixed because when we call or text from the watch when not around the phone, people do not know it is us because there is a different number showing on their end. I am very disappointed and frustrated that we were on the phone for 5 hours and the problem was not resolved. I have been a loyal customer of ********************** for ** years now and now have 3 lines of service.

  Business Response

  Date: 08/01/2022

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

  August 01, 2022
  

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

  RE: Complainant: Keshunda *********
  Complaint Number: 17599437
  

  Dear Ms. ***************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
  Keshunda *************. ********* stated she purchased two ******* Galaxy Watch 4 devices, and after multiple
  interactions with our ************* team, the watches were not working as intended. Please accept this letter as
  confirmation of VZW's response to her concerns.
  

  Upon receipt of this complaint, a thorough review was completed. Ms. ********* purchased the watches on July 14,
  2022 and began noticing issues on July 17, 2022. Members of our Network Team worked with Ms. ********* to attempt
  to rectify the issues associated with her watches, to no avail. Ms. ********* was able to get one watch working, and the
  other still did not. A Network Team member asked her to visit a store for assistance, which was approximately a ninety
  minute round trip for her. We confirmed both watches are now working as intended.
  

  Based on these concerns, and the difficulty experienced with a resolution, we offered several credits as a courtesy and
  an exception. We provided credits for her two activation fees ($35 each) and one month of service ($5 each) for the
  watches. While we do not normally reimburse customers for time or transportation cost, we also offered a $65 credit
  for transportation costs to the store. Ms. ********* accepted these offers and had no further concerns.
  

  Should you have any questions regarding this correspondence, I can be reached at ************ Extension
  2143930. My office hours are 10:00 AM - 7:00 PM ET, Monday - Friday. Thank you.
  

  Sincerely,
  *******
  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 find that this resolution is satisfactory to me.
  
  Regards,
  
  Keshunda Millbrook

• 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.

  Verizon wireless has not been able to get my cell phone number on my phone to work for 7 days . I have 10 hours on phone and in stores invested and roughly ****** out of pocket to date on a phone line that is my business line. Im potentially loosing hundreds of thousands in revenue in not being able to recieve voice mail or make calls from this line. Ive spoke to dozens of Verizon reps with no success. I dont know where to turn. This is a time sensitive issue and Im not sure if is going to help but Im at a loss.

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  RE:  Complainant:*********************
         Complaint Number: 17598355
  
  ****************************** Thank you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for *********************.  In the complaint, **************** states the following: "Verizon wireless has not been able to get my cell phone number on my phone to work for 7 days . I have 10 hours on phone and in stores invested and roughly ****** out of pocket to date on a phone line that is my business line. I'm potentially loosing hundreds of thousands in revenue in not being able to receive voice mail or make calls from this line. I've spoken to dozens of Verizon reps with no success. I don't know where to turn. This is a time sensitive issue and I'm not sure if is going to help but I'm at a loss."  Please accept this letter as confirmation of VZW's response to his concerns.

  
  I reviewed the account and found the customer was attempted to activate the **** on the device.  An **** requires a separate number and separate plan; thus creating additional billed services for the account.   On 7/21/22, the customer spoke with technical support and for adding an **** was explained.   The device is activated and shows usage for calls, text and data.   No action was required. 

  
  Verizon apologizes for the inconvenience *************** experienced.  Should you have any questions regarding this correspondence, I can be reached at ******************************.  My office hours are 8:00 AM - 5:00 PM ET,Monday - Friday.  Thank you. 
  Sincerely,
  
  James 
  Executive Relations Analyst

• Initial Complaint

  Date:07/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i recently parted with Verizon Wireless. i had paid in full for july (July 5, 2022 as recognized by Verizon customer support.) i had my phone number transferred to another carrier around 07/12/22 at which time Verizon refused to recognize my phone number - thus denying access to my online account. Approximately two days after my account termination i received via email a somewhat ******************* from Verizon (***** - far more than the monthly plan id just terminated with Verizon). i again contacted customer service who admits she sees my payment on 7/5/22 but that i owe the ***** **** i just received. She is now insisting my plan begins and ends on the 15th of the month. She cant explain why the monthly ******** are only two weeks apart or why im being billed for a month of service after my plan was terminated. I explained to her several times that actually i am owed a refund on my July full payment as i terminated my service before even 50% of the service was used. It only got worse as she seemingly got more confused, said my account begins and ends on the 15th of the month, and now the ***** **** could be adjusted for the unused portion. i again got absolutely nowhere with Verizon customer service. i dont owe ***** for a service i terminated before the billing. Im owed a partial refund for my July payment as the days of usage i paid for were not used even by half. id like my refund please. Thanks

  Business Response

  Date: 07/28/2022

  July 28, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *************************
         Complaint Number: 17597077
  
  
  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 a final **** balance. Please accept this letter as confirmation of VZW's response ti his concerns.
  
  
  
  I reviewed the billing and ******************** was credited $77.42 for the month-in-advance charge for the billing period of July 16, 2022-August 15, 2022. There was a total credit applied of $78.95 including taxes and surcharges towards the original balance of $96.85. There currently is a balance due of $17.90. The total plan charge for the billing period of July 16, 2022-August 15, 2022 came to $80.00 and ******************** was only credited $78.95. ******************** should have been credited for the entire amount of $80.00. As a resolution, I applied a credit o the account for $1.05. The adjustment leaves a balance of $16.85 due to be paid by August 10, 2022. ******************** is being billed for the billing period of June 16, 2022- July 15, 2022. ******************** canceled service on July 16, 2022, and the mobile number ending in **** was set to disconnect on the same day. ******************** is being billed $10.00 plus taxes and surcharges for usage during this billing period. The final balance is considered accurate and valid. The **************** has attempted to contact ******************** on multiple occasions without any success. The **************** considers the case to be in Unable to be Reached status. An Unable to be Reached email has been sent to ********************.
  
  
  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: 08/02/2022

  
  
  
  Complaint: 17597077
  
  
  
  
  
  
  
  
  
  
  
  
  
  I am rejecting this response because:
  
  Again - as Verizon records recognize - I had paid in full for the month of July 2022. As Verizon records show I always paid in full at the beginning of every month. I terminated the Verizon account July 16th - again according to Verizon's records. Soon after my plan terminated I was again billed for the second time in approximately two weeks. Verizon apparently feels prorating charges I never actually owed is fair...again prorating a charge I never actually owed. Being that I was paid
  in full for July 2022 and terminated the plan mid month I am owed +/- 50% of my payment for July. I attempted to explain to the Verizon Executive via email of a problem which occured a few days prior to termination of my plan: my phone was unregistered and reregistered by verizon suppport to fix an error they could not fix otherwise. I do not owe any portion of the last **** sent by Verizon and expect to receive the last half of my July payment refunded.
  
  
  Regards,
  
  
  *************************

  Business Response

  Date: 08/10/2022

  August 10, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *************************
         Complaint Number: 17597077
  
  
  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 disputing a final **** balance. Please accept this letter as confirmation of VZW's response to his concerns.
  
  
  I reviewed the billing and ******************** was credited $77.42 for the month-in-advance charge for the billing period of July 16, 2022-August 15, 2022. There was a total credit applied of $78.95 including taxes and surcharges towards the original balance of $96.85. There currently is a balance due of $17.90. The total plan charge for the billing period of July 16, 2022-August 15, 2022 came to $80.00 and ******************** was only credited $78.95. ******************** should have been credited for the entire amount of $80.00. As a resolution, I applied a credit to the account for $1.05. The adjustment leaves a balance of $16.85 due to be paid by August 10, 2022. ******************** is being billed for the billing period of June 16, 2022- July 15, 2022. ******************** canceled service on July 16, 2022, and the mobile number ending in **** was set to disconnect on the same day. ******************** is being billed $10.00 plus taxes and surcharges for usage during this billing period. The final balance is considered accurate and valid. There is no refund due to ********************. 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: 08/15/2022

  
  
  Complaint: 17597077
  
  
  I am rejecting this response because:
  Again verizon refuses or cannot explain why i am being billed a monthly **** twice within a two week period while acknowledging
  i was already paid in advance for the month of july. i had prepaid at the beginning of the month for years with verizon and only had billing issues 1) after verizon support unregistered and then reregistered my account/phone 2) i decided to take my business elsewhere. again i was prepaid in full for the month of july and received a second monthly billing within two weeks of my monthly payment . Any prorating of an amount i do not owe is not logical. i am owed around 50% of my unused July prepayment. im thinking this is a last second attempted money grab by verizon o
  
  
  Regards,
  
  
  *************************

• Initial Complaint

  Date:07/20/2022

  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.

  Me and my husband have been with straight talk for a while now and we was told that Verizon would be taking over straight talk so they sent new **** cards for us I changed mine first and had trouble with it and had trouble getting it resolved so now my husband ******************* is having trouble with his new **** card not working and the people I've talked to when I call are just plain rude or just hanging up on me. They knew that they would be switching so it looks like that it wouldn't be such issues when people switch out the **** cards

  Business Response

  Date: 07/20/2022

  This customer's complaint is concerning ********************.  Please direct this complaint to Verizon Wireless.

  Business Response

  Date: 07/26/2022

  July 26, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *******************
         Complaint Number: 17592926
  
  
  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 ********************** She states that she was told Verizon was taking over her services and was sent new SIM cards. She expressed dissatisfaction with how she was treated when she experienced signal issues with the new SIM cards. She is requesting assistance with resolving her and her husbands signal issues. Please accept this letter as confirmation of VZW's response to her concerns.
  
  
  Upon investigation of the claim by ************, we came to find that she has two lines with Straight Talk and was advised to contact Verizon for her account concerns. She stated that her services on both lines are back up and running, however, she is missing a free month of service promotion and is requesting a review of her charges for the week that she did not have access to her services.
  Our office was successful in contacting ************ to review the best course of action to have her concerns addressed. We explained that Straight Talk is a reseller of our services, however, they are their own company and we do not have access to their customers accounts. She was provided an informational email with the contact information to Straight *********************** Executive Relations considers this case closed.
  
  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

• Initial Complaint

  Date:07/20/2022

  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 June 8th I wanted to change companies from ******** mobile to Verizon so I could upgrade my phone. To make this long story short, Verizon never completed porting my number and I even though they gave me a phone (which I returned on the 10th because service was never established. I went back to ******** and literally just two days ago July 20th after many complaints ******** retrieved my number (they had given me a temporary number in the meantime). Today I received a **** for ****** there is NO breakdown of anything and even if there was. I returned the phones to the store and had NO working service for 2 days after they had lied and told me, that the number was being ported just had to wait. In the store they charged me a restoking fee when I returned the phone ( I had to speak to the manager ************************* ) and they waived that because they recognized that they NEVER provided a working line just the phone. My phone number that never transferred and they failed to give back to ******** for over a month is ************. Then they have the audacity after countless hours on customer service, after being hung up on , after explaining the same thing to numerous people they just cannot help me, they apologize and transfer me again. I should be compensating for the time I have spent with Verizon on trying to solve a mistake they made and now, like I said, they are trying to **** me for a phone that I never used, and returned.This is outrages I demand an explanation and they need to cancel any outstanding balance or whatever they are trying to get from me. They are nothing but lying thieves.

  Business Response

  Date: 07/28/2022

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

  July 28, 2022

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

  RE: Complainant: *********************
  Complaint Number: 17595420

  Dear Ms. ***************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for *********************. Please accept this letter as confirmation of VZW's response to her concerns.

  ****************** stated she returned her original order purchase (Order # ***** and Location: Q536101) for two iPhone 12s and was billed $764.75. We reviewed the details of her concerns and based upon our research, we determined ****************** returned both of
  her devices to the Cellular Sales **************** on **** **************** in **********, ** on 06/10/2022. We verified a system issue caused one device to show as returned and the other to show as not returned. To bring closure to this matter, we spoke with ****************** and confirmed a credit of $764.75 was applied on 07/28/2022, to clear out her final ****. We confirmed her account is closed out with a zero balance, and no other payments are due. ****************** accepted this resolution and did not have any other questions or concerns.

  Should she have any new concerns or questions she can call **************** at ************.

  Should you have any questions regarding this correspondence, I can be reached at ******************************. My office hours are 6:00 AM - 3:00 PM CST, Monday - Friday. Thank you.

  Sincerely,

  
  Verizon Executive Relations

• Initial Complaint

  Date:07/20/2022

  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 placed an online order in May of 2022 and initiated an online trade in deal, which I promptly cancelled the same month. I received confirmation that the order was cancelled and that the new device I had purchased was returned to the warehouse. In June of 2022, I went to a Verizon wireless authorized dealer to upgrade by phone and make additional changes to my plan. I received the upgrade and there was a promotion where I would get an iPhone 13 for free with my trade in. I was able to complete that transaction, but was unable to turn in my trade in phone due to the previous order from May 2022 still appearing on my account. I visited the physical store twice and made numerous calls to customer service to have the cancelled order/trade in removed from my account. I have multiple reference numbers and spoke to supervisors all assuring me that the situation was taken care of, needless to say it is not. I have had to explain this situation multiple times to multiple people only to be left with my issue unresolved. Verizon wireless customer service is horrendous and while most of the representatives were nice the fact that I have been reassured multiple times that the situation is taken care of and is not is beyond frustrating. Im not concerned that the promotion I initiated with my trade in will no longer be honored because I cant trade in my phone to complete the trade-in. Im seeking a solution to this problem and possible financial restitution for the hours of time Ive spent trying to rectify this situation

  Business Response

  Date: 07/28/2022

  P.O. Box 10
  ******, ** 07101-0010
  
  
  July 28, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: ***********************************
         Complaint Number: 17594814
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ***********************************. In the complaint, ********************** states the following:  "I placed an online order in May of 2022 and initiated an online trade in deal, which I promptly cancelled the same month. I received confirmation that the order was cancelled and that the new device I had purchased was returned to the warehouse. In June of 2022, I went to a Verizon wireless authorized dealer to upgrade by phone and make additional changes to my plan. I received the upgrade and there was a promotion where I would get an iPhone 13 for free with my trade in. I was able to complete that transaction, but was unable to turn in my trade in phone due to the previous order from May 2022 still appearing on my account. I visited the physical store twice and made numerous calls to customer service to have the cancelled order/trade in removed from my account. I have multiple reference numbers and spoke to supervisors all assuring me that the situation was taken care of, needless to say it is not. I have had to explain this situation multiple times to multiple people only to be left with my issue unresolved. Verizon wireless customer service is horrendous and while most of the representatives were nice the fact that I have been reassured multiple times that the situation is taken care of and is not is beyond frustrating. I'm not concerned that the promotion I initiated with my trade in will no longer be honored because I can't trade in my phone to complete the trade-in. I'm seeking a solution to this problem and possible financial restitution for the hours of time I've spent trying to rectify this situation"  Please accept this letter as confirmation of VZW's response to her concerns.
  
  After a review of the account, I found the issue was already resolved.   The monthly credits have been applied and scheduled to be applied to the next invoice.  I spoke with ********************** and provided the resolution and she expressed satisfaction.  As a courtesy, I applied a $156.54 credit to the account to clear the current balance.  No further action is required.   
  
  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.