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Business Profile

Cell Phone Supplies

Verizon Wireless

This business is NOT BBB Accredited.

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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

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    Customer Complaints Summary

    • 38,149 total complaints in the last 3 years.
    • 13,913 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/04/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Complete dishonesty from Verizon executive relations. First I was told by Raven, “We suggest you change providers because your area has issues with service.” A new phone was sent and without my consent a CREDIT REPORT INQUIRY WAS MADE.

      The new phone did not cure the issues and we moved and guess what? Same 1 bar and same phone issues. Verizon sends emails then doesn’t respond. It’s the big obfuscation and blow off’s! The they send TWENTY-FIVE DOLLARS. Yah that is going to make a difference, not!


      Absolute scam.

    • Initial Complaint

      Date:06/03/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 May 15 I order phones for my business and paid $408. Verizon cancelled my order about 5 mins after the order. I still have not received my money back from Verizon and they keep giving me the run around. I talk to 70 different reps and they won’t tell about my refund.

    • Initial Complaint

      Date:05/29/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 tried to set up a consumer account for home internet and phone where in turn Verizon set me up with a business account which I've never had a business. As I have called many times to have this account closed I'm still receiving bills for a service I've never used and or needed. I spoke with a ****** on 4/26/2025 at 9:40am where I was given a reference #********* that the account was closed and to disregard the current bill. All equipment has been returned and received by Verizon. As of 5/28/2025 I received another bill in the mail stating that my account is passed due. I reached back out to Verizon to see what is going on and after being on hold was disconnected from yet another phone call from Verizon's service department and never received a call back.

      Business Response

      Date: 05/29/2025


      Dear BBB,


      Thank you for contacting Verizons Office of Executive Relations regarding ******* ****** complaint. In the complaint, received on 05/28/2025, the customer expressed concerns related to their Verizon Wireless account.


      Upon further review, weve determined the customers concern should be addressed by our Verizon Wireless team. Per BBB guidelines, please forward ******* ****** complaint to the appropriate Verizon Team.


      Email: *********************************************************************
      Address: P. O. Box 10
      ****************-0010


      We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.


      Sincerely,

      Verizon Executive Relations Team

    • Initial Complaint

      Date:05/28/2025

      Type:Facilities Issues
      Status:
      Unanswered
      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.
      Dear BBB Representative,

      This letter serves as a formal complaint against Verizon Wireless – Business Division for deceptive billing practices, failure to deliver paid equipment, and abusive referral of a disputed balance to collections.

      I am **. **** ********, Founder and CEO of **** (************ ****** *** ****** *****), a licensed healthcare provider serving children with ****** and severe developmental disabilities in California. Our organization maintained over 160 active lines with Verizon Wireless, and we paid over $6,000 per month for service. Despite this, we were subjected to consistent billing fraud, neglect, and complete disregard for documented service issues.

      Specifically, Verizon:

      • • Charged us for multiple iPad lines and devices that were never delivered.
      • • Double-billed us for 12 iPad lines in Oct–Nov 2023 while only 6 were actually delivered.
      • • Charged us for 17 lines that remained active for over a year, despite repeated written requests to cancel them.
      • • Continued billing us for a line confirmed as disconnected in March 2023 through August 2024.
      • • Ignored dozens of written requests to Gregory R.Dejoun E. Larry P. and Alexander K. , all Verizon representatives who failed to provide any support or resolution.

      After terminating our contract due to these systemic failures, Verizon referred an inflated and disputed $33,151.01 balance to a collection agency (*** Group), further harming our nonprofit healthcare organization and threatening our credit over fabricated charges.

      We are requesting that the BBB investigate this complaint and assist in the immediate cancellation of the disputed balance, a written apology from Verizon Wireless, and a full record clearance with the collection agency.

      Sincerely,

      **. **** ********
      Founder and CEO, **** ****** ******
      ***** ******** **, *********, ** *****
      Phone: ###-###-####
      Email: ****@**********.***

    • Initial Complaint

      Date:05/28/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 added a line in 4/2024 with a Verizon rep and was told it would be better to switch to a business account because it would be less expensive to add the line to that account. The salesman couldn’t make the switch after us being in the store for over 2 hours.
      Once the switch was finally made, we noticed that over a period of 4-6 months our bill was not decreasing. I was given the contact info the Business Development rep who was able to pinpoint the problem. (Rep error when we switched over to a business account.)
      She ensured me that if I continued to pay my bill, I would the receive the proper amount of credits refunded to my account. That never happened. She was promoted or something and after multiple attempts both in person and over the phone to see about resolving the problem with someone else, I never heard from her replacement.
      While digging through my account, she discovered I never received the credits for the watches I purchased on a prior promotion. That still was never resolved.
      I called and spoke with 3 Verizon billing support reps who set up a time and date to call me back. Multiple times and dates were set up and the Verizon rep never called. Every attempt to settle my account after talking with someone from Verizon never happened.
      Here we are over a year later. I left Verizon and signed with **** and am now saving $200 per month. I had to pay off my phones since they were on a payment plan.
      I don’t have any documents to upload, because I can’t access my personal or business account. Hopefully that doesn’t count against me like in the past with Verizon.

    • Initial Complaint

      Date:05/28/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      For 11 months now, I have contacted Verizon Wireless in regards to my account and the devices which are on the account. I have been promised a number of credits and replacement devices. As no one in the company or on any of the calls seem aligned on the process protocols and procedures to assist customers.

      Within the last 11 months, my phone has been disconnected numerous of times and I am unable to have replacement devices and if they do send replacement devices, they are broken or the wrong devices.

      I have been promised a number of credits and I’ve also been promised that my phone bill would be $213 a month. My bill is
      reflecting over $1000. My phone has as I stated above, been disconnected on several occasions. No one within the company has been able to assist me to resolve any of my issues with the devices the plan and or the credits that werepromised, I requested managers and senior level employees to speak to. Their reply was the best bet is to put a formal complaint in and have senior leadership. Give me a call to rectify the situation.

      I simply asked if they would be able to review the QA calls and they refuse to do so. I’m looking for credits to be

      to my account and reimbursement and compensation for the devices that they have sent me which are broken and nonworking.

    • Initial Complaint

      Date:05/28/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Original date of conned agreement for business services 11/23/24. The contract was for business wireless and internet. I was sold a bag of garbage. The cost was $231.44/month. I paid every month despite the issues I was having. Phone wasn't properly set up, intermittent internet. I wasted hours/days on the phone with incompetent reps from anywhere but the USA. I cancelled my account two weeks ago. I'm still being charged for the account and now they want to charge me for the phone and watch since it's 30 days outside of the purchase date. I earned both with all the aggravation plus extra compensation for all the time I will never get back.

    • Initial Complaint

      Date:05/28/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Requested to cancel service and return equipment since approx 5/5/25. Was told I had 6 months from starting the agreement to do so without penalty once equipment has been returned. I have attempted to return the equipment multiple times at verizon store and have been refused by them. Verizon customer service stated they would send out shipping labels which they did not. Each representative I have spoken to has given nontransparent and misleading information which has kept me stalled for the past month, to now being told that verizon will not honor this cancellation without penalties and will not accept the equipment back without penalties. I have been lied to and mislead since my first visit with verizon, involving promises to credit my account $600 for switching my business to them, that was not honored as promised, as well as non transparency in pricing and agreements which is in direct violation with the FCC "truth in billing".

      Business Response

      Date: 05/29/2025



      PO Box 105378
      Atlanta, GA 30348


      May 29, 2025

      Better Business Bureau of New Jersey
      1700 Whitehorse - Hamilton Sq. Rd. Ste D5
      Trenton, NJ 08690

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


      The Verizon Executive Office contacted the customer regarding a notice received from the Better Business Bureau. Verizon reviewed the account and worked directly with the customer to address their concerns. The customer has been provided with our contact information for additional questions, requests, and/or correspondence specific to these concerns.

      Should the customer have any further concerns, they may contact customer service at ###-###-#### or **** from their Verizon Wireless handset. Thank you!


      Sincerely,

      Israel
      Executive Relations

      Customer Answer

      Date: 06/02/2025

      [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:05/27/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was a Verizon customer but became unsatisfied with the company after my service stopped working and was told it was my phone and I could upgrade (after no service for a week) was told my upgrade included a free watch too and would be overnight shipped long story short i was charged way more than intially told so I called verizon and cancelled my service after the phone i paid overnight shipping for on thursday was not arriving until monday Verizon said they would turn my service off after new upgrade phone and watch were returned...phone was never delivered as fedex returned to verizon and watch was delivered on March 28th 2025 by *** and I returned on March 29th 2025 to Verizon store in Florence KY. I called and had my services stopped on March 31st. Verizon sent me a bill for March 7th to April 6th and charged me 71.65 for a prepaid watch charge I called Agent told me final bill would be adjusted to 0 that I did not owe for watch as I never activated or even opened it and returned to store in 24 hrs and stopped my service...but yet they keep emailing me and saying I have an outstanding bill. The watch was returned in store and I was refunded for sales tax I paid when first ordering watch so why would I pay for a prepaid watch plan. I atrached copy of bill verizon sent showing 71.21 charge for what they have listed as galaxy watch 7 prepaid.

      Business Response

      Date: 05/29/2025

      Thank you

      Customer Answer

      Date: 06/02/2025

      [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:05/27/2025

      Type:Billing Issues
      Status:
      Resolved
      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 am no longer a customer of Verizon
      They are still.trying to charge me full fees. I cannot contact them. Their system won't recognize my phone number,cuz I'm not a customer and it won't accept the old acct number.
      I want an adjusted bill not 2 months any credit companies chasing me.

      Business Response

      Date: 06/02/2025

      June 02, 2025

      Better Business Bureau of New Jersey
      1700 Whitehorse - Hamilton Sq. Rd. Ste D5
      Trenton, NJ 08690

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

      The Verizon Executive Office contacted the customer regarding a notice received from the Better Business Bureau. Verizon reviewed the account and worked directly with the customer to address their concerns. The customer has been provided with our contact information for additional questions, requests, and/or correspondence specific to these concerns.

      Should the customer have any further concerns, they may contact customer service at ###-###-#### or **** from their Verizon Wireless handset. Thank you!

      Sincerely,

      William
      Executive Relations

      Customer Answer

      Date: 06/02/2025

      [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,



      ***** ******

    Verizon Wireless is NOT a BBB Accredited Business.

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