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

  180 Washington Valley Rd Bedminster, NJ 07921-2120

• 

  Verizon Wireless

  500 Abruzzi Dr., Ste B Chester, MD 21619

• 

  Verizon Wireless

  2420 Baxter Ave Crescent Spgs, KY 41017

• 

  Verizon Wireless

  I-275 & FOUR MILE RD CINCINNATI, OH 45230

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:07/18/2022

  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.

  For the past 6 months or longer, I have been arrassed continually with phone calls, Emails, and letters, with a false claim that I owe them money and have refused to return their equipemtn to them. For the record, I have never had any Verizon Wireless services and have never had any Verizon Wireless equipment in my possession. To me, it has been more than harrasment, as they have threated initially, and followed through lately, with threats of forwarding these false claims to a ***************** to ruin my credit rating if I do not pay them what they are asking for. I have sent them letters, Emails, and more recently talked to one of their reresentatives about this matter. The person I talked to at Verizon, checked the records, and returned to the phone to appoligize for their mistake. He agreed that I have never had any Verizon serviceses and do not have any of their equipement. He told me that he would see that their records would be corrected. The next day, the phone calls continued, and today I received a letter from ************ a debt collector, stating that they are trying to collect a debt that I owe to the Verizon Wireless Company. The Reference Number from the ***************** is 084138152-01 dated July 9, 2022.

  Business Response

  Date: 07/26/2022

  July 26, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *********************
         Complaint Number: 17585469
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for *********************. ********************* has contacted Executive Relations regarding his concerns with receiving notices for six months of a balance due with Verizon. He is stating that he did not have Verizon Wireless services or received equipment. Please accept this letter as confirmation of VZW's response to his concerns.
  
  Upon review of the account, our records indicate that an order was placed on May 16th, 2022 for a 5G Internet gateway home ************* ************ stated that he had decided against the order and refused the package. The package was then returned to our warehouse on May 26th, 2022. ************ stated that he started to receive notices of a balance due and called into ***************** The services were disconnected on June 13th, 2022, however, there was a Device Non-Return charge of $200 processed on July 14th, 2022. The total balance reflected on the account is $267.76.
  
  
  Our office was successful in contacting ************ to apologize for any inconvenience he may have had with our Company. We confirmed that the package was returned to the warehouse and the services were not activated or used on ************ account. A balance adjustment of $267.76 was applied to zero out the total remaining balance on the closed account and to stop ************ from receiving any more notices of a balance due. ************ expressed satisfaction with the resolution and stated that 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

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/18/2022

  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 have a phone with Verizon. They disabled my phone at my request, but are now unable to re connect my phone. I have spent over 12 hours on multiple calls with them to resolve the issue. I have been on hold for hours at a time, and then hung up on and have to restart the process. Today I was told by customer service employee that something they have done has blocked use of the phone that I own free and clear, and they are unable to reactivate it. I cannot even give the phone a new phone number, because it is blocked within the Verizon system.

  Business Response

  Date: 07/25/2022

  Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
  *************************. *********************, the account manager, contacted the BBB regarding having a line reconnected. Please accept this letter as
  confirmation of VZW's response to their concerns.
  Carey Storm stated they requested to have a line disconnected, which was completed. However, when they requested to reconnect
  the phone line there was an issue with getting it reconnected. They are requesting to have the line reconnected.
  After further review, we show line **** was suspended on June 8, 2022 and they was a request to reconnect the line on July 11,
  2022. There was a system error with caused the line not to be reconnected. Due to having to engage our I.T. team, customer
  service added a temporary line to the account so the device could be used while working through the system issue with the line
  being reconnected. The temporary line was disconnected and line **** was reinstated on July 18, 2022.
  Carey Storm has confirmed the number is working. We have applied a credit of $6 to the account to cover the
  charges for the temporary numbers that was added in lieu of the phone number being reactivated.

  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.
  
  Regards,
  
  Carey Storm

• Initial Complaint

  Date:07/18/2022

  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.

  It is July 18, 2022 2pm PST. As I am writing this complaint I am currently on hold with a female customer service operator for an hour who is harassing me on the phone. I called regarding my call waiting feature not turning on in my phone and this female operator cannot fix the problem. I asked her if she is from the technical support to which she said yes. Then after 15 minutes she says she is not from the technical support. I asked for her supervisor but she does not want to connect the call to a supervisor. I asked for her name she does not want to provide her name. I asked for a reference number for this phone call she does not want to provide a reference number for the call. She made sure the call cannot get traced so she can keep her job. Verizon is the most expensive phone provider and I don't pay so much to get zero service.Charging money from customers for this zero service over the phone, is actually called stealing. This would be my last month with Verizon if I don't get the reference number of today's phone call and an explanation of why the operator lied she was was from technical support and why I was harassed on the phone for over an hour. You people at the head office are too busy counting money, you people don't care about what's happening in your call centers, and your call center operators know that. Needless to say I couldn't get my call waiting feature solved either. I don't need no stupid sorry and apologies. I want you to take action why this happened on the call with your phone operator!?

  Business Response

  Date: 07/21/2022

  July 21, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *****************************
         Complaint Number: 17584930
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for *****************************.  In the complaint, ******************** stated the following: "It is July 18, 2022 2pm PST. As I am writing this complaint I am currently on hold with a female customer service operator for an hour who is harassing me on the phone. I called regarding my call waiting feature not turning on in my phone and this female operator cannot fix the problem. I asked her if she is from the technical support to which she said yes. Then after 15 minutes she says she is not from the technical support. I asked for her supervisor but she does not want to connect the call to a supervisor. I asked for her name she does not want to provide her name. I asked for a reference number for this phone call she does not want to provide a reference number for the call. She made sure the call cannot get traced so she can keep her job. Verizon is the most expensive phone provider and I don't pay so much to get zero service. Charging money from customers for this zero service over the phone, is actually called stealing. This would be my last month with Verizon if I don't get the reference number of today's phone call and an explanation of why the operator lied she was was from technical support and why I was harassed on the phone for over an hour. You people at the head office are too busy counting money, you people don't care about what's happening in your call centers, and your call center operators know that. Needless to say I couldn't get my call waiting feature solved either. I don't need no stupid sorry and apologies. I want you to take action why this happened on the call with your phone operator!?"  
  
  Please be advised, Verizon previously addressed the concern in a complaint received by its **************** on 7/20/21.  Below is the summary and resolution provided.  No additional action is required. 
  Summary:
  ***************************** reached out to the **************** because he has been having trouble with call waiting. ******************** says that the call waiting feature is grayed out in his settings, and he has not been able to use the feature during his calls. ******************** went on to say that he had a bad experience with **************** when he called in to troubleshoot this issue.
  
  Resolution:
  The **************** offered assistance with ************************ call waiting concerns. ******************** advised the **************** that his call waiting feature is working fine as of now, and that he no longer wishes to speak. The **************** made no changes. ******************** is satisfied with the resolution.
  
  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: 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:07/18/2022

  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 recently closed my Verizon account and tried to pay my final **** online; however, upon closing the account access to my online account was removed. I then tried to call Verizon to pay the final ****. The *** informed me that there is usually a $10 fee for paying over the phone but that it would be waived in this case. Upon completion of the payment, the *** then informed me that the fee could not be waived and I was charged the $10. I would never have agreed to make the payment over the phone if the $10 fee was properly disclosed and I was informed that it could not be waived. As it stands, Verizon has effectively stolen $10 from me. I will be filling a dispute with the credit card company and expect Verizon to issue a full refund for the payment and an apology for lying and stealing. Further, I would like Verizon to tell me how to pay my final **** without incurring additional fees.

  Business Response

  Date: 07/21/2022

  July 21, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *********************
         Complaint Number: 17582507
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above-referenced complaint for *********************. Ms. ********************* contacted the **************** via a Better Business Bureau complaint in regard to being assessed an Agent Assist Fee of $10.00 while making payment to the final **** balance. Please accept this letter as confirmation of VZW's response to her concerns.
  
  
  
  Per review of the account, ************** had a balance forward of $92.24 from the June billing invoice. There was a total of $78.27 received in credits from the July billing invoice, which decreased the balance due to $13.97. ************** made a payment for $13.97 on July 18, 2022, and there was an Agent Assist Fee of $10.00 applied towards next month's final ****. As a resolution, The **************** applied an adjustment of $10.00 to waive the unbilled Agent Assist Fee charge. The credit will show on ****************** next month final ****.
  
  
  Should you have any questions regarding this correspondence, I can be reached at ******************************.  My office hours are 8:00 AM - 3:00 PM ET, Monday - Friday.  Thank you. 
  
  
  
  Sincerely,
  Liyah
  Executive Relations Analyst

• Initial Complaint

  Date:07/18/2022

  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 had a phone through Verizon Wireless that was fairly new and had an issue using it. The phone was deemed defective by a store customer service representative and the store manager. (***********, **) A new phone arrived by mail to me the following day and I returned the defective phone in the provided box and shipping label. On 06/14/22 Verizon auto billed my card on file(I am set up on auto payments) $405.72. I was overbilled an additional $299.00 for an insurance claim on the phone that was returned. Verizon corporate claimed it was a damaged phone. The appropriate notes were not made in their system by the associate and manager that assisted me when the phone was determined to be defective and so when it was received by the receiving Verizon location they determined to charge me the additional money as a claim. I did not damage the phone and the phone also had a hard protective case. When I looked up the issue with my phone, it had been reported by many others with the same problem. When they withdrew those funds they caused my account to go into a zero balance which resulted in an overdraft. I live on a limited budget. Do to a battling economy it is hard to find solid well paying jobs. I am also a single parent and am not able to work a 40 hr work week as I am a 100% disabled veteran! If you want a copy of my VA letter I will gladly provide it! Not only am I stuck with this **** and overdraft payment, but I am also stuck with a phone that can fail again. If I did not owe on this phone I would leave verizon for another carrier. I would just like to see Verizon reimburse the $299.00. I have made three phone attempts and spoke hours to customer service reps and supervisors with no sucess. The BBB is the only advocate for individuals with issues against big businee's that take advantage of there customers. I hope the BBB can assist me with this issue. If not I at least tried. Thanks for your time with this.V/r,*********************.

  Business Response

  Date: 07/22/2022

  July 22, 2022
  

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

  RE: Complainant: *************************
  Complaint Number: 17581841
  

  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 he was
  charged for a damaged device replacement when he states a store manager approved the replacement at no cost.
  Please accept this letter as confirmation of VZW's response to his concerns.

  
  After a thorough review I have found that $299.99 was charged to line ending **** for a damaged device fee on the

  05/23/2022 ****. I have pulled up the damage device images and found that there is visible bleeding in the corner of the
  screen. This has been deemed a damaged device and the charge is considered valid. I have spoken to ************** and
  explained the findings. He requested a copy of the image. I emailed the image to him while we where speaking on the
  phone. I explained that although I was not able to determine if there was a crack to the screen, the image shows
  damage causing the screen to bleed. This would be directly associated with the replacement concern which was that
  the screen would not respond to touch. Warranty replacements are not covered if there is damage to the device. As a
  courtesy I have offered to provide ************** with half of the damage device fee totaling $150.00. This would be less
  cost than the insurance deductible had the phone been replaced through the appropriate insurance claim method. Mr.
  ***** has declined my offer stating he would like the full amount waived. ************** has emailed me 4 examples on the
  Samsung website under the forums showing users of the model of phone that he has stating that there is damage
  along the top of the screen due to a manufacturers defect. As a one time courtesy I have waived the full $299.99
  damaged device fee. I have advised if this issue happens again he would need to seek a resolution directly through
  Samsung.
  

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

  Sincerely,
  

  ********
  Executive Relations Analyst

• Initial Complaint

  Date:07/16/2022

  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.

  An iPhone 12 was purchased on 7/2/21 with the understanding that it would be paid off in 12 months on a plan that would allow me to upgrade to a new phone within a year to the day. Without my knowledge, I was actually committed to a 24 month payment plan instead without the possibility of upgrade now. So now I am paying more for the phone then was disclosed without the ability to upgrade at a promotion price.

  Business Response

  Date: 07/21/2022

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

  
  July 21, 2022

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

   

  RE: Complainant: ***************************
  Complaint Number: 17577684

   

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

  ****************** contacted our office in regard to her Device Payment Agreement terms and upgrading after 12 months. After speaking with ******************, she confirmed the complaint was submitted in error and she has no Verizon Wireless related concerns or issues. ****************** confirmed her line is attached to her mothers account, and her issue was resolved.

  ****************** confirmed she did not have any other questions or concerns. Should ****************** have any new questions or concerns she 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:07/16/2022

  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 was using Verizon for my cell phone service. When I joined, I got a promotional $450 e gift card, which I had partially used. I changed cell phone service providers and even received a statement saying my balance was $0, as was further confirmed by a representative. However, the rebate department incorrectly put that I owe $450 on my account. I called to rectify the situation, was told that I do not owe anything, and they put a note to rebate department to fix it. Time went, there were no corrections, and I kept receiving statements saying I owe $450, and if I dont pay, they have right to report it to credit agencies, etc. I called again to get situation fixed. The rebate department was supposed to send me a NEW $450 e gift card to pay for the balance so it can get cleared. However, when they sent me the e gift card, it ended up being the ORIGINAL card that I partially used with just the remaining of balance of $207. I did not catch this error until after the $207 was used to pay off some of the $450. I once again called Verizon to now get MY $207 back and get the charge cleared. I spent HOURS speaking to people to get it resolved. Reps confirmed that I am not at fault, error is on them, and it is all notated in their system. Once again, I was being sent a new $450 e gift card. However, AGAIN, they sent me the original e gift card that now has $0 balance. After spending 2 hours speaking to reps and trying to get a hold of a supervisor to handle the issue once and for all, the line got disconnected while the rep was filling in the supervisor before connecting me to them. However, I am DONE spending HOURS of MY time to no avail. I want my $207 I am owed and the $450 balance (which is now less since $207 was paid off) REMOVED from my account. I am DONE getting e gift cards from them to pay off a balance I do NOT owe in first place. I confirmed with ******** that all this info is documented in their system, which they confirmed. Thanks for help!

  Business Response

  Date: 07/19/2022

  July 19, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: ***** *********
         Complaint Number: 17577323
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above-referenced complaint for ***** *********. Ms. ***** ********* contacted the **************** via a Better Business Bureau complaint in regard to incurring a Rebate Charge Back Fee after disconnecting service and disputing the final **** balance. Please accept this letter as confirmation of VZW's response to her concerns.
  
  
  We spoke with Ms. ********* on July 19, 2022, and explained that she incurred the Rebate Charge Back due to disconnecting service less than the activation promotion terms. We advised Ms. ********* that the partial payment of $207.00 made via the e-gift card to apply to the account balance, which is why there is a current balance due of $242.29. We advised Ms. ********* that due to her disconnecting service the Marketing Team would not be able to refund her the remaining $243.00 that she would have had on the gift card. We advised Ms. ********* that there were multiple Refund Payment hub requests submitted, but they were denied. Due to Ms. ********* being under the understanding that she would receive a refund back to her gift card by customer Service, as a resolution, I applied a credit to the account for $242.29 to zero the balance per one-time courtesy. Ms. ********* will no longer receive any communication from Verizon Wireless regarding this account. Ms. ********* accepted all offers. 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: 07/21/2022

  
  Complaint: 17577323
  
  I am rejecting this response because: I had no knowledge of having to incur a cost should service be terminated prior to 390 days.  The sales agent at the Verizon Store signed me up for the promotion when I joined Verizon; however, I was not given any Terms and Conditions documentation for the promotion for me to sign off on.  The first I had heard of any such term was when Liyah called me to resolve. No one ever communicated to me that I ever owed the $450 during the process of getting charge resolved.  Liyah was also rather rude on the phone, made no attempt to apologize for any inconvenience, and just said the remaining balance was removed as courtesy.  No acknowledgement of any wrongdoing on their part.
  
  
  
  Regards,
  
  ***** Mouatamid

  Business Response

  Date: 07/26/2022

  July 26, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: ***** *********
         Complaint Number: 17577323
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above-referenced complaint for ***** *********. Ms. ***** ********* contacted the **************** via a Better Business Bureau Rebuttal complaint in regard to incurring a Rebate Charge Back Fee after disconnecting service and disputing the final **** balance. Please accept this letter as confirmation of VZW's response to her concerns.
  
  
  
  We spoke with Ms. ********* on July 19, 2022, and explained that she incurred the Rebate Charge Back due to disconnecting service less than the activation promotion terms. We advised Ms. ********* that the partial payment of $207.00 made via the e-gift card to apply to the account balance, which is why there is a current balance due of $242.29. We advised Ms. ********* that due to her disconnecting service the Marketing Team would not be able to refund her the remaining $243.00 that she would have had on the gift card. We advised Ms. ********* that there were multiple Refund Payment hub requests submitted, but they were denied. Due to Ms. ********* being under the understanding that she would receive a refund back to her gift card by customer Service, as a resolution, I applied a credit to the account for $242.29 to zero the balance per one-time courtesy. Ms. ********* will no longer receive any communication from Verizon Wireless regarding this account. We received an email response from Ms. ******** on July 21, 2022, and confirmed the provided resolution. Ms. ********* accepted all offers.  Ms. ********* confirmed that we addressed and resolved all her concerns. The position and resolution provided by the **************** remain 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

• Initial Complaint

  Date:07/16/2022

  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.

  We get a nurses discount on our ****. We have verified 3 times that my mom is a nurse. Than the month of June we were charged 20 dollars instead of getting the discount. We added some watches to our account and I was told in the store we get 2 account credits. 2 weeks later Verizon canceled one of our one of our credits and said the store shouldnt of given it to us after we can not return the watches.

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *****************************
         Complaint Number: 17576786
  
  
  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 a missing Nurses discount. She also states she was told that her watch purchases would receive discounts and they have not. Please accept this letter as confirmation of VZW's response to her concerns.
  
  
  Upon review of the account, our records indicate that the Nurses discount had been removed on June 6th, 2022 because it had not been successfully validated. A charge back of the $20 Nurses discount appeared on the June 2022 statement. Our records also indicate two Apple Watch purchases on July 3rd, 2022 on the lines ending in ***** and *****. The line ***** is receiving a Buy One Get One promotion at $4.58/month for the duration of the 36 month Device ************************************ was successful in contacting ************** to apologize for any inconvenience she may have had with our company. Our office applied the missing $150 Discount to each of the Apple Watch lines, as well as, provided a one-time credit adjustment of $60 for the two cycles of missing Nurses Discount and a $20 charge-back. ************** was provided an informational text message with the direct number to our Employee Validation Department to assist step-by-step in validating the Nurses Discount should she have issues in the future. The Nurses Discount and $150 promotions will be reflected on the August 2022 statement. ************** expressed satisfaction with the resolution and stated she had no further concerns.
  
  
  Should you have any questions regarding this correspondence, I can be reached at ******************************.  My office hours are 9:00 AM -6:00 PM ET, Monday - Friday.  Thank you. 
  
  
  
  Sincerely,
  Celeste 
  Executive Relations Analyst

• Initial Complaint

  Date:07/16/2022

  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.

  Account Number: *************** I was told that there would be corrections on my Verizon **** by a supervisor and they are not showing up. I recently opened two food trucks. I called in and spoke to a sales rep because I needed a hotspot device to work with the square register. I was told Verizon Orbic was a good one. So I purchased two, one for each location. One device was shipped to location in ****** and second location in ******. First issue was the problem activating device and the spotty connection we received in ******. We were not receiving order alerts because the connection was dropping. The other device in ****** we couldnt even get to activate. So I submitted a return request. I was told I would have to pay the $50 restocking fee for each device. Even though I was having issues with the device and that I had to pay the $200 line fee for each device even though one was never used and the other was only used for 10 days. A supervisor told me because I have been a customer for ********************** for like 10 years, they would credit my June 30 **** $197.64 and I would not be charge the restocking fees for both devices. However, the credit never applied to my June 30 **** and on my upcoming **** I am being charged $51.71 for one device restocking fee. The other device restocking fee has not been processed, however, I am sure I will be charged for this once they process the return and it will appear on my July 31 ****. I am asking that Verizon refund me the $197.64 for my June 30 **** and not **** me the $100 + tax restocking fee for both orbics and the $2.22 account charges fee. I am currently suffering a tough time economically and I can not afford it. And as a long time, customer I am asking for some courtesy.Thank you

  Business Response

  Date: 07/19/2022

  July 19, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *******************************
         Complaint Number: 17576498
  
  
  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 being charged for returned equipment and being assessed a $50.00 Re-Stocking Fee. Please accept this letter as confirmation of VZW's response to her concerns.
  
  
  
  We advised ******************** that we are showing the ********************* hotspot as returned via *** Tracking number 1Z90A26F9016567929 **** on July 07, 2022. As a resolution, we canceled Device Payment Agreement number ********** and advised ******************** that she will receive a refund to the original form of payment for the one device installment paid, the purchase price, and taxes associated with the device. We disconnected the mobile numbers ending in **** and **** at ************************ request. As a resolution, we advised ******************** that we would apply a credit to the account for $98.82 for the mobile numbers ending in **** and ****, which would apply to the next month's ****. We also applied a credit of $50.00 per line to waive the Re-stocking Fees incurred. The **************** will follow up with next month's billing invoice to waive any charges associated with the mobile numbers ending in **** and ****. ******************** has a credit balance of $297.64 going forward which will apply to her next month's ****. ******************** accepted all offers. ******************** confirmed that we addressed and resolved all her concerns. The **************** considers the case to be in closed status.
  
  
  Should you have any questions regarding this correspondence, I can be reached at ******************************.  My office hours are 8:00 AM - 3:00 PM ET, Monday - Friday.  Thank you. 
  
  
  
  Sincerely,
  Liyah
  Executive Relations Analyst

• Initial Complaint

  Date:07/15/2022

  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 cell phone from Verizon while I was still a customer. Within the return window I decided I was no longer happy with versions service so I canceled the service and was told I would need to pay for the phone upfront but I would be issued a refund once received. I returned the phone with a printed label from Verizon and followed all necessary steps. Since then I have have countess phone calls with Verizon each time they say they will reimburse and then it never happens. At this point Verizon has stolen the cost of the phone from me at $710 plus tax. I just want my $ I am owed from the return of the phone. The phone number associated with this phone is ************

  Business Response

  Date: 07/26/2022

  Thank you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for *******************.  ******************* contacted the Executive BBB regarding a refund.  Please accept this letter as confirmation of VZW's response to her concerns.
  
  ******************* advised she upgraded her phone with Verizon and later returned it within the 30 day return period. She mentioned once the phone was returned she did not receive a refund for the taxes. She also mentioned she was later billed for the full retail price of the phone, which she has paid. ************** is requesting a refund for the device plus taxes.
  After further review, we show there was an upgrade to line **** for an iPhone 12 mini on August 23, 2021 at an indirect store location. The line was later disconnected on September 10, 2021. There was a call on September 13th advising ************** to return the phone to the store location. On September 14 there was a request for a return shipping label that was sent out to her, which was processed by customer service. On September 24th she called back in due to not receiving the return shipping label and was advised to return the device to the store location. She went to the store location and they provided her a return tracking label with tracking number ************. Per tracking it shows the device returned on September 30, 2021.
  Due to the line being disconnected prior to the phone being returned to warehouse the retail price was billed to the account. Since we have received the device back and checked in the warehouse, we partnered with our treasury team regarding a refund. They have advised she will receive a check to the confirmed address for the device totaling $710 and there will be another check of $39.05 for the taxes. She can expect to receive the checks within 1-3 weeks.