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

  4930 McKnight Rd. Pittsburgh, PA 15237

• 

  Verizon Wireless

  PO Box 553 Warrendale, PA 15086

• 

  Verizon Wireless

  530 adams shoppes mars, PA 16046

• 

  Verizon Wireless

  4164 Burbank Rd. Ste. B Wooster, OH 44691

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:07/20/2022

  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.

• 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 have had numerous competitors contact me offering substantially lower monthly cell phone, data plans.I had reached out to the Verizon Wireless retention department and asked if they had a lower monthly rate plan available. I was told no.I have been a customer of ******************** for over 20+ years and currently have 5 lines of service for my family plan. Also know it's cheaper to keep an existing customer than it is to attract a new customer.Please have the Office of the President call me directly and let me know if there is anything they can do.Sincerely,********************* ***************************************************************************************** ************

  Business Response

  Date: 07/20/2022

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

  
  July 20, 2022

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

  RE: Complainant: *********************
  Complaint Number: 17593740

   

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

  **************** contacted our office in regard to account plan pricing, competitor offers, and credits. Upon review of the account, we confirmed the account is receiving a $20 monthly loyalty discount, a $10 APO discount for all five lines totaling $50, and three
  trade-in credits totaling $60.82. This brings the total monthly savings being applied, to $130.82 a month.

  To bring closure to the matter, we spoke with **************** and confirmed the lines ************ and ************ can upgrade and trade-in their ****** Pixel 3 and 3A, for a $200 trade-in value. In addition, we applied a one-time courtesy credit in the
  amount of $15 to the account on 07/20/22, which will apply to next month's ****. After the $15 courtesy credit, next month's bill will be $220.48 and $235.48 every month thereafter.

  **************** accepted the resolution and did not have any other questions or concerns. Should **************** have any new questions or concerns he can reach **************** directly, 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:07/19/2022

  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.

  In approximately September of 2021 a new device was purchased and line started on a promotion Verizon was offering that provided monthly credits to off set the full cost of a device on a new line. Roughly 2 months after the line was started the correct credits were not being received and I called Verizon to try to get it resolved, that rep stated sometimes the credits are slow to apply and that it should start on the next ****. I was told this same general information each month for multiple months and multiple calls after that. Fast forward to July 2, 2022 I went into 2 Verizon corporate locations and was told at the first one that the wrong promotion was applied, that it was too late for them to do anything and either the original store that sold the promotion would have to resolve it or an escalation case would need to be opened with corporate customer care. I spent multiple hours on the phone and had a supervisor open an escalation and promise that a resolution would be found within a week(by July 11, 2022) and that a financial hold would be placed on the account until July 18, 2022. No contact was made by them as promised. July 19, 2022 I contacted support yet again. I was told by the first rep that it was still open with no additional notes. She stated she would re-escalate the issue and transfer me to financial care to extend the billing hold to prevent services from being disconnected. The financial services rep I initially spoke to treated me extremely poorly and I requested their supervisor. That supervisor came on the line and claimed to need to speak to customer care billing to confirm it was in play, the rep she brought on the line disconnected. I stated to the supervisor I was tired of wasting my time and that she needed to either resolve the issue within 5 minutes or get their supervisor, the supervisor then began to speak rudely so I requested their supervisor. At that point in time the supervisor either stopped speaking or disconnected the call.

  Business Response

  Date: 07/26/2022

  July 26, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  RE:  Complainant: *********************************
         Complaint Number: ********
  
  
  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: In approximately September of 2021 a new device was purchased and line started on a promotion Verizon was offering that provided monthly credits to off set the full cost of a device on a new line. Roughly 2 months after the line was started the correct credits were not being received and I called Verizon to try to get it resolved, that rep stated sometimes the credits are slow to apply and that it should start on the next ****. I was told this same general information each month for multiple months and multiple calls after that. Fast forward to July 2, 2022 I went into 2 Verizon corporate locations and was told at the first one that the wrong promotion was applied, that it was too late for them to do anything and either the original store that sold the promotion would have to resolve it or an escalation case would need to be opened with corporate customer care. I spent multiple hours on the phone and had a supervisor open an escalation and promise that a resolution would be found within a week (by July 11, 2022) and that a financial hold would be placed on the account until July 18, 2022. No contact was made by them as promised. July 19, 2022 I contacted support yet again. I was told by the first rep that it was still open with no additional notes. She stated she would re-escalate the issue and transfer me to financial care to extend the billing hold to prevent services from being disconnected. The financial services rep I initially spoke to treated me extremely poorly and I requested their supervisor. That supervisor came on the line and claimed to need to speak to customer care billing to confirm it was in play, the rep she brought on the line disconnected. I stated to the supervisor I was tired of wasting my time and that she needed to either resolve the issue within 5 minutes or get their supervisor, the supervisor then began to speak rudely so I requested their supervisor. At that point in time the supervisor either stopped speaking or disconnected the call.  The customer is requesting to terminate service and a refund for billed charges.  Please accept this letter as confirmation of VZW's response to his concerns.
  Upon receipt of the complaint, I sent the customer an email with the resolution as the concern was already addressed and resolved.   The customer responded and requested compensation for the inconvenienced.   Below is the email chain that addresses both concerns presented.   No further action is required. 
  
  Hello ******************** received your email and further reviewed your account. I sincerely, apologized for the inconvenience you experienced. 
  After reviewing your account, I found it was suspended for non-payment of service.Although there was a billing dispute regarding the promotion, you were still responsible for paying your monthly **** until the dispute was resolved. Your 6/09/22 invoice for $367.45 was due on 7/01/22 and we received a $341.41 payment on 7/25/22.   Hence is the reason why your account was suspended.   
  As a courtesy, I was going to apply credits for the reconnect fees but found customer service already applied credits for the $20.00 reconnection fees.  Your 7/09/22 invoice reflects credits totaling $145.52. 
  Your request for additional courtesy credits is respectfully denied.  If you decide to file additional complaints with the FCC/BBB, the decision will remain unchanged as we do not compensate customers for time spent resolving a billing dispute.   
  I will be submitting the responses to both the BBB and FCC today.   
  Have a great day.
  Regards,
  James 
  Verizon Executive Office  
  
  -----Original Message-----
  From: *************************
  Sent: 07/25/2022 16:38 EDT
  To: CERS SO Executive Relations
  Cc:
  Subject: Re: You have a new message from the BBB of ********** complaint #********. (CASE 2853287)
  *****,
  
  Thank you for handling the promotion. I'm hoping you can handle another complaint with the account without requiring another BBB and FCC complaint.
  
  The request for cancellation of services is due to lack of support from Verizon, constant s**** *** on billing, flat out rude treatment by managers of your local corporate stores as well as a complete failure to process open requests properly. Now in addition to that Verizon disconnected the services on the account AFTER a payment was made resulting in even more wasted time as I didn't see the email over the weekend due to a family member passing away on Friday. The call where I wasted even more of my time trying to resolve those issues was also disconnected. Please let me know what you can offer to offset the 40+ hours I've wasted of my time trying to get Verizon to resolve an issue that your corporate employees have caused. I do not consider this issue resolved at this time and will not consider it resolved until a solution is offered to address all of the problems.
  
  Thank you,
  ChristopherLeete
  
  On Fri, Jul 22, 2022 at 7:32 AM Verizon Wireless Executive Relations <*************************************************>wrote:
  Hello Mr. ********** reviewed your BBB complaint.  Below is the resolution to your concern. 
  I reviewed the account and found the number ending in *********************** September 2021. A device payment was established for a ******* Galaxy S20 and the agreement required 24 monthly installments of $26.39. I found a $100.00 promotion was added where a $4.16 credit is being applied for 24 months. Although I was unable to confirm the promotion, I applied a $223.30 credit to the account to cover the first 10 payments billed and a 14 month recurring credit for $22.23 to offset the full cost of the device. Starting with the 8/09/22 invoice, credits for $4.16 and $22.23 will be applied to the line ending in **** which will offset the monthly cost of the device for the remaining contract period.
  The credit for $223.30 has reduced your balance from $1153.12 to $930.82. Your account now reflects a past due amount for 341.41.  Please pay this amount ASAP to avoid a non-pay suspension of service. 
  Please note, your request for cancellation of service w/o penalty cannot be granted.  If you have any additional questions, please respond to this email within the next ***** hours.  
  Thanks
  James 
  
  
  
  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:07/19/2022

  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.

  Around May 14th-15th, I called Verizon Wireless to transfer service to ***** They cancelled my line and closed my access to their web portal, but did not tell me about a service called Hum that I had signed up for years prior that was associated with my line at a promotional rate. I have not used that service for at least two years and had forgotten about it, but it had stayed on my account. Without the promotional rate, the service was then billed at between 40-50$ a month for **** and July.When contacting Verizon yesterday 7/18/22, their associate told me they would immediately cancel the service, and adjust the cost of the **** for July only, saving me some 33$ and change out of a **** over 100$. The associate was unwilling/unable to help me further even when I stated that this is all for a service I was not using, was not told was still attached to my account, and that was not deactivated when I left their service back in May. I should not be penalized for not realizing this, and I do not want to pay them this money as it just screams unethical. Why didn't transferring service not mean close everything? Or at least notify me of everything associated with my account before closing out my web access to it? Had I not seen the charges on my card, they would have just kept pulling money, and I certainly don't want them sending this to collections.Anything that can be done to help resolve this would be very well received on my end. I want this resolved fairly. Thank you.

  Business Response

  Date: 07/20/2022

  Thank you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for *********************************.  ********************************* contacted the BBB regarding billing.  Please accept this letter as confirmation of VZW's response to his concerns.
  
  ********************************* stated he cancelled his services with Verizon in May and went to a new provider. He mentioned when he called in the representative advised him of the *** device still being active, and ********************** requested to have the line disconnected. He mentioned the representative was only willing to waive the charges for one month although he had not used the line during the time he was billed. ********************** is requesting to have the balance waived due to him not using the device.
  After further review we show the *** device was added to the account on July 31, 2016. ********************** ported his phone number to a new provider on May 15, 2022; however, there was no request to cancel or port the *** device. ********************** contacted customer service on July 18, 2022 regarding the billing and they advised they would apply a credit to the account for $100.08, which is the remaining balance on the account.
  We have applied a credit to the account of $100.08 to cover the final balance which now leaves a zero balance on the account. 
  

  Customer Answer

  Date: 07/21/2022

  [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:07/19/2022

  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 has a promotion for a trade in of any iPhone for $700 credit back. We took the promotion deal. The first phone we received was not working on the first day. We called Verizon tech support and went into the Verizon store for days on end with no resolution. We were referred to Verizon sales online to have them ship the new phone replacement. The second phone we received two days later was a refurbished phone. We were expecting a new iPhone 13 so we called Verizon back the next day. The lady we spoke to said it shouldnt be a refurbished phone because it is within one month. She told us because is the third phone to ship out she has to charge us a tax of $86.12 on hold in order to ship the third phone out. At this time, we have spoken with three different Verizon sales support technicians to confirm and ensure we will not be charged for the $86.12. We finally received the third phone in working order and had it set up at the Apple store. We ship the 2 Verizon phones and the original iPhone 11 back to Verizon the next day. Because we were told once they received the defective iPhone 13, they will issue the $86.12 back to my Credit Card. We followed up with Verizon on the phone and they said the credit was issued back already but my CC does not reflect. We call Verizon again and again regarding the $86.12 credit was not returned and also that we need the promotion deal from original phone migrated over to the current working phone. The agent assured us this will be done. Come July I discovered my **** had doubled and shocked so I had to call Verizon again. This time a guy name ****** from ***** picks up the call and said the issue is they didnt migrate the offers/promotions from the original phone to the current phone. He was able to help partially migrate the offers but said I am being charge the device payment because the cash I paid upfront could not be migrated over. Verizon pretty much stole my cash payment. This is ridiculous and I am being charge for two

  Business Response

  Date: 07/28/2022

  July 28, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  RE:  Complainant: ***********
         Complaint Number: 17584514
  
  
  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: "Verizon has a promotion for a trade in of any iPhone for $700 credit back. We took the promotion deal. The first phone we received was not working on the first day. We called Verizon tech support and went into the Verizon store for days on end with no resolution. We were referred to Verizon sales online to have them ship the new phone replacement.The second phone we received two days later was a refurbished phone. We were expecting a new iPhone 13 so we called Verizon back the next day. The lady we spoke to said it shouldn't be a refurbished phone because it is within one month. She told us because is the third phone to ship out she has to charge us a tax of $86.12 on hold in order to ship the third phone out. At this time, we have spoken with three different Verizon sales support technicians to confirm and ensure we will not be charged for the $86.12. We finally received the third phone in working order and had it set up at the Apple store. We ship the 2 Verizon phones and the original iPhone 11 back to Verizon the next day. Because we were told once they received the defective iPhone 13, they will issue the $86.12 back to my Credit Card. We followed up with Verizon on the phone and they said the credit was issued back already but my CC does not reflect. We call Verizon again and again regarding the $86.12 credit was not returned and also that we need the promotion deal from original phone migrated over to the current working phone. The agent assured us this will be done. Come July I discovered my **** had doubled and shocked so I had to call Verizon again. This time a guy name ****** from ***** picks up the call and said the issue is they didn't migrate the offers/promotions from the original phone to the current phone. He was able to help partially migrate the offers but said I am being charge the device payment because the cash I paid upfront could not be migrated over.Verizon pretty much stole my cash payment. This is ridiculous and I am being charge for two" Please accept this letter as confirmation of VZW's response to his concerns.
  
  After a review of the account, I found the original device was replaced on two occasions.  The first replacement was a certified like new device for which ******** found unsatisfactory.   The second replacement was a brand new device that was processed using Verizon's worry free guarantee (***) policy. Using the *** requires a customer to pay the taxes on the new replacement and once the original device is returned, the taxes paid will be reversed back to the original payment source.  I also found a $599.99 deposit was applied to the purchase to reduce the monthly cost of the device.  The promotion along with the deposit reduced the monthly cost of the device to zero.  To date, the deposit has not been applied to the *** replacement.  

  After conversing with ********, I found the $700.00 promotional credits were applied to the account on 7/18/22. There were two credits pending on the account for $19.60 and $19.44 to cover the first installment billed on the 7/12/22 invoice and the second installment scheduled to **** on the 8/12/22 invoice.   Mr. *********** expect 34 additional recurring credits for $19.44.

  I found a pending credit on the account for $86.12 which reversed the taxes billed on the 7/12/22 invoice.   I also found the deposit was applied to the *** period where credits for $16.67 have been applied for 36 months to offset the $599.99 deposit.   The corrections reduced the 7/12/22 invoice balance from $280.16 to $177.37.   All of the adjustments will appear on the 8/12/22 invoice.   No further action is 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

  Customer Answer

  Date: 08/01/2022

  
  Complaint: 17584514
  
  I am rejecting this response because:
  Verizon admits the issues are from them and the apology does not seem sincere. I spent over a few months and countless number of hours on the phone with Verizon to resolve their mistake and all I get is that they are sorry for my experience. I want my time back or a form of compensation for my time and frustration on the phone with their horrible customer service.
  
  
  Regards,
  
  ***********

  Business Response

  Date: 08/03/2022

  August 03, 2022
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  RE:  Complainant: ***********
         Complaint *********************************************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ***********. In the complaint, ******** rejected Verizons initial response and stated the following: Verizon admits the issues are from them and the apology does not seem sincere. I spent over a few months and countless hours on the phone with Verizon to resolve their mistake and all I get is that they are sorry for my experience. I want my time back or a form of compensation for my time and frustration on the phone with their horrible customer service.  Please accept this letter as confirmation of VZW's response to his concerns.
  
  On 8/3/22, I contacted ******** and addressed the additional concerns with his ****.   I explained Verizon does not compensate customers for time spent resolving a concern.  As a courtesy, I waived the $35.00 upgrade fee that was applied to the number ending in 9779.  ******** accepted the resolution and agreed to contact me if he has any additional questions regarding August and September invoices.   No further action is 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:07/19/2022

  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 received my monthly **** and the price went up $20+. It appears it is because 2 discounts came off. These 2 discounts were limited in duration which is information that was never shared with me. I was also not informed that my **** would be increasing. Upon contacting Verizon I reinstated one discount through a verification process but the other they are refusing to do anything about. Because I was never told they were limited in duration or that they'd be falling off, I need Verizon to permanently reinstate these and correct any incorrect bills in the meantime.

  Business Response

  Date: 07/25/2022

  July 25, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *******************************
         Complaint Number: 17588890
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for *******************************. *********************************** contacted the **************** expressing billing concerns. She states her **** increased in the amount of $20.00 because two discounts fell off and she was not informed prior to the removal. Please accept this letter as confirmation of VZW's response to her concerns.
  
  
  Upon review of the account, ************************ July *********************************** the amount of $75.35. Prior to the July 2022 statement, ************************ statements included her $70 unlimited plan, a $10 Loyalty Discount, and a $10 Student Discount. On her July 2022 billing statement, a prorated charge was applied for the Loyalty Discount ($9.67). The Loyalty discount was removed on June 17, 2022, however, the Student Discount still applied. The removal was not because it was a temporary credit, however, the Loyalty Credit and Student credit do not stack and cannot be applied at the same time. This was caught by our Promotions Team, causing the Loyalty credit to be removed.
  
  Our office was successful in contacting ******************** to apologize for any inconvenience that this matter may have brought. In an effort to provide a satisfactory resolution, the **************** offered to extend the $10.00 credit for 24 months. after which, the credit will be removed. After the 24 months, we recommend contacting **************** to review the account for possible promotions. The adjustment was made to the August 2022 statement and now reflects a balance due of $55.68. Her regular monthly statement is an estimate of $56 including taxes. The Student discount, in particular, will be asked to be renewed every ***** months. The most recent renewal was July 2022, therefore, ******************** can expect to receive renewal notifications around May 2023 and/or May ****. Should she come across any issues with receiving notifications for the Student Discount re-validation or require assistance, she was provided the discount department's direct contact number: ************. ******************** expressed satisfaction with the resolution and stated that she had no further concerns on her 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: 07/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:07/19/2022

  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.

  On December 13, 2021, we purchased three phones from our local Verizon store. Two of the phones qualified for an $800 trade in offer. Phones had to be ordered. There was a great deal of confusion with wrong phone coming, having to be reordered, one coming in but they couldnt complete the order or give us the phones until they were all in. Too confusing to explain all the details. On January 3, 2022, I brought my iPhone 8 into the store to trade for my new iPhone 13. The manager, *************************, took my phone, plugged it in, and said it would take him some time to get it taken care of. He was alone in the store and there were several people waiting. He offered me my new phone, assured me he would take care of the trade in and I agreed. We had worked together on the other two phones and spoken regularly. I trusted hed do what he said. That was January 3. I have been to the store repeatedly - same manager, lots of happy talk. Ok, Ill take care of it. Ok, Ill call my DM. Ok, it must be in the back room somewhere.no results. I have called Verizon, emailed Verizon, chatted with Verizon. No help. I am due an $800 credit for the purchase of an iPhone 13 with a trade in of an iPhone 8. Can you help?

  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 promotion. Please accept this letter as confirmation of
  VZW's response to his concerns.
  *********************** stated he purchased an iPhone 13 and was supposed to receive an $800 trade in credit. He mentioned
  there was an issue with the wrong device being order and he had to return the store location to trade in his device. He
  stated he worked with the store manager and traded in his device and he has not received the credit for it.
  After further review, we show there was an upgrade on line ending **** on January 5, 2022. During the time of the
  upgrade ****************** was eligible for the $800 trade in promotion. We show the device was checked in the warehouse
  on January 14, 2022; however, the store did not add the promotion to the account.
  We have added the promotion to the account effective as of July 25, 2022. ****************** will see the credits for the
  previously billed months on his next ****. We have also sent him a next **** summary which reflects the credits.

  Customer Answer

  Date: 07/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  From: *************************** <*******************>
  Sent: Monday, July 25, 2022 4:29 PM
  To: ************************************************
  Subject: *************************** #********

   

  Received notification today from Verizon that my credit for the iPhone trade in has been processed.  There are 8 monthly credits posted to the next ****.  If it was the action of the Better Business Bureau to finally get this resolved, I am most grateful for your help.  

   

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

   

  Sent from my iPhone

  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/18/2022

  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 SIGNED UP FOR VERIZON IN APR 2022 BUT DECIDED TO HOLD OFF BECAUSE I WAS MOVING AND DECIDED TO PAY MY ***** OFF DIRECTLY WITH SPRINT FIRST. I CALLED TO CANCEL ON APR 27 2022 (WITHIN THE 30 DAY PERIOD) BUT THE ASSOCIATE ONLY SUSPENDED THE LINE, I CONTINUED TO BE BILLED UNKNOWINGLY. I CONTINUED TO CALL VERIZON OVER SEVERAL MONTHS TO RETURN THE ***** AND ENSURE I WOULDN'T BE BILLED ANYTHING BECAUSE SERVICE WAS NEVER STARTED WITH THEM. EACH TIME I CALLED I GOT MISINFORMATION, NOTHING WAS DONE OR I KEPT BEING DISCONNECTED BY *******. FINALLY WAS ABLE TO RETURN THE ***** BUT THEY SENT A BALANCE OF OVER $1,200 TO COLLECTIONS. I NEVER USED THE SERVICE AND RECEIVED HORRIBLE SERVICE SINCE THIS HAS ALL BEGAN.

  Business Response

  Date: 08/02/2022

  August 02, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *********************************
         Complaint Number: 17585805
  
  
  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 account being sent to collections. He states that he did not use the services and returned the device within the ****** return period. Please accept this letter as confirmation of VZW's response to his concerns.
  
  Upon review of the account, our records indicate the account was opened on April 8th, 2022 with two lines and one new iPhone 13 purchase. ****************** contacted customer service on April 26th, 2022 asking to cancel his services and was suggested to suspend the account instead. The services were canceled on May 5th, 2022 due to non-pay and the account written off on June 19th, 2022. ****************** contacted Verizon on June 21st, 2022 to request a return label for the iPhone 13 and was sent a label. Verizon received the device on July 5th, 2022.
  The account was deleted on July 8th, 2022 and ****************** was advised to allow up to 60 days for the credit agencies to update on their end.
  
  
  Should you have any questions regarding this correspondence, I can be reached at ******************************.  My office hours are 12:00 AM - 9:00 PM ET, Monday - Friday.  Thank you. 
  
  
  
  Sincerely,
  Celeste 
  Executive Relations Analyst

• Initial Complaint

  Date:07/18/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service has greatly degraded, not only in our area, but across the ENTIRE US. When I call about this problem, I'm met with unempathetic people who hang up on me despite being kind in my approach. They've added a network extender to my **** WITHOUT my authorization. I had another rep cancel and confirm the cancelation and yet it sits there on our account. I've yet to speak to anyone who doesn't try to upsell as a solution when the service is that bad. I've missed very important calls, texts, my husband had a very prestigious presentation that went awry when VZW Hotspot failed numerous times and an ATT one had to brought in to replace. You can not have horrendous customer service and terrible cellular service. You've cost our family thousands and that's not including the egregiously high **** that has not matched the service in a very long time. Today I have crowd sourced hundreds of people who have switched or are switching as we speak due to the negligence in service and nonchalant attitude of your employees. I hope you sell your stock soon before it really tanks.

  Business Response

  Date: 07/22/2022

  July 22, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *********************
         Complaint Number: 17585569
  
  
  Dear Ms. ****************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ******************************************.  Mara ********************************* has concerns with her overall **************** experience and a network extender that she states was not requested.  Please accept this letter as confirmation of VZW's response to her concerns.
  

  Upon receipt of this complaint, a thorough review was completed. Our records indicate that ****************************************** has called in multiple times regarding the cancellation of her network extender. The network extender was offered and accepted by the account manager on her account. Our records show multiple occasions where our  representatives have offered ****************************************** the option to return the network extender to avoid non-return fees. Our investigation found one of *********************-Winterhoffs lines has been connecting to a nearby open network extender not registered to her account. We confirmed via our records and customer provided evidence that  the network extender we sent to ****************************************** has not been in use.
  In terms of the mentioned network experience, without further troubleshooting, we are unable to resolve her service complaint. However, research confirmed the account is on a grandfathered plan that includes 15GB of hotspot priority data per line. Once the 15 GB allowance is met she experiences speeds up to 600 kbps. 
  

  On 7/21/22 we contacted Mara ********************************* and expressed regrets for any inconvenience this matter has caused. Furthermore, we explained our findings of the investigation conducted as it pertains to the case complaint. We deactivated the network extender from the account. We explained Mara ********************************* will not receive non-return fee for the network extender if she terminates her service and offered to send Mara ********************************* a prepaid return shipping label is she does decide to return the network extender to us. We expressed our appreciation for Mara ************************************* feedback regarding her customer service interactions, as we will ensure these are addressed internally.
  Verizon Wireless appreciates the opportunity to address your concerns. Should you have any questions regarding this correspondence, I can be reached at ************.  My office hours are 12:00PM - 9:00PM EST, Monday - Friday.  Thank you.
  

  Sincerely,
  

  Lauryce 
  Executive Relations Analyst