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:07/15/2022

  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.

  Numerous complaints about marginal coverage where I reside, I spend 95% of my time. I switched phones about 6 months ago and something changed in my area and I am not receiving the same service anymore. Now I get a "**" connection, I didn't know what this was until one of the Verizon techs told me is is lower than 3G service, very slow. Right now Verizon has a ticket opened again or they completed, NRB00010930226 (NO SERVICE). I am paying verizon that doesn't deliver data and voice. Please how may I get out of this contract? I'm trying to be nice and talked with so many people with verizon customer service. Tier ******** II, not to mention countless hours trying to get help. I need to get out of this contract due to marginal coverage in my area. When I go into the neares town (2 hours from where I live), the signal is ok then. Like I mentioned 95% of the time I see the ** connection. Help. I have been in contact with customer service since February 2022. I do not have much documentation as it is always on the phone. My verizon number is **********.

  Business Response

  Date: 07/20/2022

  July 20, 2022
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  RE:  Complainant: ***************************
         Complaint Number: 17572496
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ***************************.  In the complaint, Ms. ********* states the following: "Numerous complaints about marginal coverage where I reside, I spend 95% of my time. I switched phones about 6 months ago and something changed in my area and I am not receiving the same service anymore. Now I get a "**" connection, I didn't know what this was until one of the Verizon techs told me is is lower than 3G service, very slow. Right now Verizon has a ticket opened again or they completed, NRB00010930226 (NO SERVICE). I am paying Verizon that doesn't deliver data and voice. Please how may I get out of this contract? I'm trying to be nice and talked with so many people with Verizon customer service. Tier I & Tier II, not to mention countless hours trying to get help. I need to get out of this contract due to marginal coverage in my area. When I go into the nearest town (2 hours from where I live), the signal is ok then. Like I mentioned 95% of the time I see the ** connection. Help. I have been in contact with customer service since February 2022. I do not have much documentation as it is always on the phone. My Verizon number is **********. Get out of the contract I have with them so I can pick up a new cell service carrier. AT&T works well out here."  Please accept this letter as confirmation of VZW's response to his concerns.
  
  I reviewed the account and found all three lines associated with the account were disconnected and there is no balance due on the account.  The contact information provide in the complaint is invalid and I was unable to reach Ms. ********* to discuss the concerns presented.   

  
  No action is required on the customer behalf and no action was required to resolve the dispute.  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: 07/22/2022

  [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:07/14/2022

  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.

  After negotiating for upgrades to a close to 15-year Verizon account I was quoted $231.88 a month for their Unlimited Plan with three phone upgrades. After choosing a new phone for myself and messaging my children asking what color phones they wanted, at what I believe was the very last step of finalizing the sale, I was told there was some sort of red flag. I was put on hold. After being on hold for quite a long time my call was disconnected. I called back and was told I could not have what was originally offered to me because of where I live.I understand I will not get their full 5G coverage, even though I was willing to pay for their Unlimited Plan. However, Verizon refuses to honor its original price quote. Instead, they are wanting me to pay $273-$276 a month for a plan that does not have unlimited data. I was ok with not receiving unlimited data and 5G coverage and was willing to accept that loss but they refuse to honor their original price quote.I did not ask for this specific price quote, this price was offered to me and I accepted it.In their fine print, it does say that 5G coverage is not available in all areas. However, in their fine print it does not say anywhere I read where sales were based on where a person lived or the 5G coverage itself. If location is an exclusion for some customers, then it needs to be stated and disclosed at the beginning of a sale and not in the very last step in the finalization of the sale. I was told my circumstances were very rare, and the individual I talked to said it only happened to them maybe 3 times in her 13-year career at Verizon. These circumstances are not my fault and Verizon did not advertise or mention any exclusions in my original price quote until what I believe was the very last step in finalizing the deal. Verizon had the power to make things right by honoring their original price quote, but they refused.My wife's phone (1 out of 4 phones) is the only working consistently at this time.

  Business Response

  Date: 07/21/2022

  July 21, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: ***********************
         Complaint Number: 17514463
  
  
  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 not receiving a specific quoted price plan pricing. Please accept this letter as confirmation of VZW's response to his concerns.
  
  
  
  We have reviewed the account and we were able to determine that unlimited plans are not available or able to be offered in ****************** area. Therefore we are not able to provide a price plan at unlimited pricing if it is not an actual unlimited plan. The price plans are structured specifically and are attached to a specific pricing structure. We would only be able to offer ************** the current price plans available. Due to the account being updated to a disconnected status, we are unable to provide or offer comparable price plan pricing, because we need the account to be active in order to see/view what price plans would be available to ************** at this time. 
  
  We apologize that we are not able to honor the quoted pricing that ************** is requesting. The **************** would need the account to be in an active status to be able to explore/investigate possible price plan options. As a resolution, we advised ************** that we follow with the final **** for the billing period June 20, 2022-July 19, 2022, and assist him with any billing charges. We advised ************** if there are any equipment-related charges on the final **** due to equipment not being returned or Buyout Fees, as well as any broken promotional offers, these fees will not be waived. ************** 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

• Initial Complaint

  Date:07/14/2022

  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 switched mobile services from **** to Verizon expecting better overall services which I have not received. On 02/03/2002 I made the switch from **** to Verizon order number *******. At the time of purchase, Verizon offered up to $1000.00 to switch and save. Once I switched and asked for my old number to be ported over from **** to Verizon being I had the number for a very long time and family, friends, work, etc... knew my number, well there was an issue once I received the phone from Verizon I was asked to send in my phone from **** which I did. I waited several days and up until about 2 weeks waiting for my old mobile number ************ to be ported over. Apparently, I was told there was a code I need to give them off of the phone in order to port over my number. I could not get the code they wanted because they asked that I send in the phone in the prepaid package that was sent in the box with the new phone. I had no way of getting the code so I requested a new number because I was missing calls from my family and (MOST IMPORTANT MY FAMILY WAS NOT ABLE TO REACH ME TO NOTIFY ME THAT OUR SISTER AND NEICE HAD PASSED AWAY.) I missed calls from work, meeting conference calls, etc... After about a month had passed by I checked on my rebate and I was told I did not submit the final **** from **** which I did several times, and each time they told me that the information I submitted was not valid. I called in and spoke to a representative and he told me he see what happened and told me to write my new Verizon number and old **** number on my final **** which I did and resubmit which I did I was still denied due process of the rewards claim the gentleman explained to me that Verizon was having problems processing the claims. Now I am responsible for 2 mobile phone bills which during these times of inflation and cost of living I cannot afford to pay 2 bills now I am being sent to collections from ****. It seems to me as this is a false advertisement by Verizon

  Business Response

  Date: 07/21/2022

  July 21, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********,** 08690
  
  RE:  Complainant: *************************
         Complaint Number: 17567534
  
  Dear Ms. ********************* Thank you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for *************************.  In the complaint, ************** states the following: "I switched mobile services from AT&T to Verizon expecting better overall services which I have not received. On 02/03/2002 I made the switch from AT&T to Verizon order number *******. At the time of purchase, Verizon offered up to $1000.00 to switch and save. Once I switched and asked for my old number to be ported over from AT&T to Verizon being I had the number for a very long time and family, friends,work, etc... knew my number, well there was an issue once I received the phone from Verizon I was asked to send in my phone from AT&T which I did. I waited several days and up until about 2 weeks waiting for my old mobile number ************ to be ported over. Apparently, I was told there was a code I need to give them off of the phone in order to port over my number. I could not get the code they wanted because they asked that I send in the phone in the prepaid package that was sent in the box with the new phone. I had no way of getting the code so I requested a new number because I was missing calls from my family and (MOST IMPORTANT MY FAMILY WAS NOT ABLE TO REACH ME TO NOTIFY ME THAT OUR SISTER AND NEICE HAD PASSED AWAY.) I missed calls from work, meeting conference calls, etc... After about a month had passed by I checked on my rebate and I was told I did not submit the final **** from AT&T which I did several times, and each time they told me that the information I submitted was not valid. I called in and spoke to a representative and he told me he see what happened and told me to write my new Verizon number and old AT&T number on my final **** which I did and resubmit which I did I was still denied due process of the rewards claim the gentleman explained to me that Verizon was having problems processing the claims. Now I am responsible for 2 mobile phone bills which during these times of inflation and cost of living I cannot afford to pay 2 bills now I am being sent to collections from AT&T. It seems to me as this is a false advertisement by Verizon" Please accept this letter as confirmation of VZW's response to his concerns.
  
  After a review of the final invoice provided, I found ************** would have received a $519.87 credit for switch promotion. While the promotion is no longer available, I submitted a request as an exception and it was approved.  I emailed ************** and advised him to expect receipt of the master card within the next 4-6 weeks.   As a courtesy, I applied a $189.55 credit 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. 
  
  Sincerely,
  James 
  Executive Relations Analyst

• Initial Complaint

  Date:07/14/2022

  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 switched my wireless services to Verizon in October of 2021, Due to the trade-in promotions they had at the time for the iPhone 13, I traded in an iPhone 8 and iPhone 12. The iPhone 12 was less than a year old but made sense because they offered me $1,000 for it and $500 for the iPhone 8. All I had to do is pay for the tax and then I would get a monthly **** credit, adjusting for my new iPhone 13's. As of this date I have spent endless hours on the phone with Verizon customer care as well as visiting local ********************** stores. At one time I spend 8 consecutive hours on the phone with Verizon. I would estimate over the past 10 months I have contacted Verizon ***** separate times. Although they have normally appeared concerned about the problem, it has never been corrected. I have repeatably been disconnected after being on with a representative for hours. They have often promised to call me back and I have NEVER received a return call. Each time I contact them it is starting over from square 1, even though I have a confirmation and submission ID for the devices I sent them. I have send them my personal property (iPhone 8 nd iPhone 12) with a combined market value of $1,500 and I have received nothing in return for them. In doing some light research I have found I'm not alone, there are many complaints about this very same experience from others. I look forward to the help from the BBB in resolving this issue and getting my promised credits of $500 and $1,000 from Verizon Wireless.

  Business Response

  Date: 07/18/2022

  July 18, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *********************
         Complaint Number: 17566716
  
  
  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 not receiving trade-in promotional offers for two lines of service. Please accept this letter as confirmation of VZW's response to his concerns.
  
  
  Per review of the account, there currently are Device installment Agreements on the mobile numbers ending in **** and ****.There was a $400.00 Trade-in promotional offer added to the mobile number ending in **** on July 14, 2022. ************** will see nine credits of $16.66 each on his next month's ****. A Promotion Correction form was submitted via **************** and it was verified that the mobile number ending **** qualified for the promotional offer. I advised ************** that I would add an additional manual recurring credit of $4.16 across the remaining 15 months to make the trade-in credit for the mobile number ending in **** $500.00 as originally offered. I applied a lump sum credit of $37.44 to the account for the nine months of missed trade-in credits. For the mobile number ending in ****, I reviewed the trade-in tracker with submission id *************** and the tracker was not able to find any record of a trade-in. ************** was able to provide the device id to the Apple iPhone 12, which is ***************. ************** traded-in an Apple iPhone 12 and never received trade-in credit for the device. As a resolution, I applied the trade-in promotional offer for the mobile number ending in ****, which provides up to $1000.00 off select smartphones for new lines of service with damaged trade-in. ************** will see nine credits of $41.66 on his next month's **** for the nine months of missed trade-in credits. ************** accepted all offers. ************** confirmed that we addressed and resolved all his 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

  Customer Answer

  Date: 07/19/2022

  
  Complaint: 17566716
  
  I am rejecting this response because: although everything is accurate and it is very refreshing to see this in writing, since I have received these promises many times in the past, I will be cautiously optimistic and will hold on my acceptance of this until I receive my first **** with the credits applied. 
  

  thank you so much for your help up to this point. The quick and appropriate response and actions from both the BBB and Verizon Wireless have been admirable. 
  
  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/14/2022

  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.

  11 10 2022 I purchase home phone device i was told to return it ,due to it affecting my health,was told the restocking fee of $50 will be canceled whichwas at the store, now they have RPM debt collection called me I have the proof ,,they took $8.87 from my account , i want them to stop harassing me

  Business Response

  Date: 07/13/2022

  Verizon Wireless Misdirect

  Business Response

  Date: 07/21/2022

  Thank you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for *****************************. ***************************** contacted the BBB regarding the balance on a written off account..  Please accept this letter as confirmation of VZW's response to her concerns.
  
  ***************************** stated she purchased a home phone connect and due to health issues she returned the device to the store location. She advised she is being charged for the services that were supposed to be disconnected. She mentioned the account has been written off and she feels she does not owe the amount she is being billed for.
  After further review, we show the account was started on November 10, 2021 for a home phone connect. She returned the device to the store location on November 16, 2021.When it was returned she received a refund for the taxes paid for $8.87 at the time purchase. There was a call to customer service on January 31, 2022 regarding the **** received but since the account could not be verified customer service was unable to assist further. The account was later written off on April 27, 2022 for $78.25 due to no payment.
  We reviewed the **** and show the balance of $78.25 is valid. There was a charge of $35 for the activation fee, $4.67 for the service charge for 6 days, $2.80 for insurance, $15.19 for international calls to ****** which totals $57.66 before taxes are applied. ********************** stated when she called in regarding the balance on the account and a supervisor advised they would take care of it for her. We were unable to substantiate contact with a supervisor regarding the balance being removed.
  ********************** also advised when she purchased the device she was under the impression she had unlimited long distance calls. The plan included unlimited domestic long distance but not international calls. The charges for the international calls to ****** are valid. We also partnered with our recovery team and they advised all charges are valid. We have also sent ********************** a copy of the **** which reflects the prorated charges for the services.
  Verizon is responsible for reporting accounts honestly and accurately in accordance with the Fair Credit Reporting Act (FCRA), Equal Credit Opportunity Act (ECOA), and agreements with the credit bureaus. Inaccurate reporting and improper removal of derogatory account information may create legal exposure for the company. Due to the charges being valid on the account, Verizon Wireless will not be able to remove this from her credit report.

  Customer Answer

  Date: 07/22/2022

  
  
  Complaint: 17555999
  
  
  I am rejecting this response because:
  
  
  
  
  Regards,
  
  
  *****************************

  Customer Answer

  Date: 08/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  From: corazon frederixk <*******************>
  Sent: Monday, August 8, 2022 11:32 AM
  To: **************************************************
  Subject: complaint #********

   

  when I took the phone service I was told that the calls to ****** and ****** was free I told them I had no one in ****** but my son lives in ****** .I am disputing having to pay for the calls to ****** i call in January 2022 was told I need the 4 digit pin on the account I said I will call back I got the pin ,I call back on 01/******* I spoke to *** id # ******* he said it was resolved,I asked to speak to a supervisor .named ***** id # ***** she told me it will be taken care of .I didn't hear from Verizon again until I was called by a collection agency .

  Sent from Yahoo Mail on Android

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

  Business Response

  Date: 08/17/2022

  Thank you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ******************************  ***************************** contacted the BBB to dispute a written off account.  Please accept this letter as confirmation of VZW's response to her concerns.
  
  ********************** stated she is disputing the international calls made to ******. We reviewed the bill and show there is a charge of $15.19 for international calls to ******. With the plan ********************** had it did not include the international calls.
  ********************** stated when she called in regarding the balance on the account and a supervisor advised they would take care of it for her. We were unable to substantiate contact with a supervisor regarding the balance being removed. However, we were able to locate notes from customer service after the account was written off regarding the balance being waived.
  ********************** is only being billed for services used during the time she had service with Verizon. There was a charge of $35 for the activation fee, $4.67 for the service charge for 6 days, $2.80 for insurance, $15.19 for international calls to ****** which totals $57.66 before taxes are applied.
  We reviewed the bill and show the balance of $78.25 is valid.
  Due to the documentation on the account we partnered with our Legal team regarding the account. They have agreed to remove the debt from ************************** credit report. She can expect to see the update to her credit report within ***** days.

  Customer Answer

  Date: 08/21/2022

  [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:07/14/2022

  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.

  June 2022 - Phone stopped working, freezing on lock screen then rebooting randomly. I contacted asurion and they stated because this is covered under warranty that they would not take the claim. I worked with the verizon agent and they determined I should return the phone for a replacment. I packaged up the phone in the verizon provided container and shipped it to them. Verizon recieved the package damaged and claimed that as the phone was damaged that they will charge a damaged device fee (non-redundable) of $329 [+$21 taxes]. This is for a phone that was not damaged when sent, and had insurance against damage. I contacted multiple agents and they stated that I'd need to do a carrier claim and if carrier states it is damaged they will credit the damage device fee. In order to do a carrier claim I need the original package so that *** can pickup and investigate the damage. I attempted to ask this be provided to *** but rep was unhelpful and then disconnected conversation. At this point Verizon has left me with no recourse via customer service to dispute charge or have any investigation by carrier. I do not agree this charge is valid and would like this amount credited back to the account ($350)

  Business Response

  Date: 07/15/2022

  July 15, 2022
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  RE:  Complainant: Kaine *****
         Complaint Number: 17566137
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for Kaine *****. In the complaint, ************** stated the following: June 2022 - Phone stopped working, freezing on lock screen then rebooting randomly. I contacted Asurion and they stated because this is covered under warranty that they would not take the claim. I worked with the Verizon agent and they determined I should return the phone for a replacement. I packaged up the phone in the Verizon provided container and shipped it to them. Verizon received the package damaged and claimed that as the phone was damaged that they will charge a damaged device fee (non-refundable) of $329 [+$21 taxes]. This is for a phone that was not damaged when sent, and had insurance against damage. I contacted multiple agents and they stated that I'd need to do a carrier claim and if the carrier states it is damaged they will credit the damage device fee. In order to do a carrier claim I need the original package so that *** can pick up and investigate the damage. I attempted to ask this be provided to *** but the rep was unhelpful and then disconnected the conversation. At this point Verizon has left me with no recourse via customer service to dispute charge or have any investigation by the carrier. I do not agree this charge is valid and would like this amount credited back to the account ($350)  Please accept this letter as confirmation of VZW's response to his concerns.

  
  I reviewed the account and found on 6/22/22, a damage device fee for $329.00 was charged to the number ending in ****. The charge appeared on the 6/25/22 invoice. I reviewed the pictures taken by Verizon's warehouse and found one of the lenses on the device had a crack. In this case, the customer should have filed a complaint with Asurion because the manufacturer's warranty does not cover physical damage. Verizon will replace a device at no cost if the device is malfunctioning due to a manufacturer's defect. The manufacturer's warranty does not cover physical damage; hence is the reason why the account was charged a damage device fee. Asurion would have charged a $229.00 deductible to replace the device.

  
  On 7/15/22, I spoke with ************** and provided the results of the investigation. He contended the device was shipped without damage but did not have any proof to support his contention. In an effort to resolve the dispute, I offered to apply 50% ($164.50) off the cost for the damage device fee and ************** accepted. As a result, I processed the credit as agreed and the balance on the account was reduced from $468.87 to $304.37. No further action was 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.   
  Sincerely,
  
  James 
  Executive Relations Analyst

  Customer Answer

  Date: 07/20/2022

  [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,
  
  Kaine *****

• Initial Complaint

  Date:07/13/2022

  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.

  Verizon loves to do this thing where they shut your phone off, when you reactivate it theres not lapse in **** due and if you dont pay immediately again they shut it right back off.Had to spend two weeks until my next check came in without a phone because you know inflation and all and verizon wants to charge me several disconnects in a month on multiple lines when money is tight.- stars if I could.

  Business Response

  Date: 07/18/2022

  July 18, 2022
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: ****** North
         Complaint Number: 17563955
  
  
  Dear Ms. ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ****** North. **************** North contacted the **************** via a Better Business Bureau complaint in regard to her service being interrupted for non-payment and being assessed Reconnect Fees. Please accept this letter as confirmation of VZW's response to her concerns.
  
  
  
  There currently is a past due balance of $180.55 on the account and a total balance due of $352.61 to be paid on August 07, 2022. Per review of the account, the Reconnect Fees incurred are considered valid charges.  ******************** wireless service has been temporarily interrupted on multiple occasions. As a resolution, the **************** applied a credit for $80.00 to waive the Reconnect Fees incurred on the April and May billing invoices per one-time courtesy. The adjustment leaves a past due balance of $100.55 and a total account balance due of $272.61 due to be paid by August 07, 2022. Should **************** incur any Reconnect Fees going forward they will remain a valid charge and will not be waived. 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: 07/19/2022

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I really appreciate this response given the hard times we are all facing.. Thank you
  
  Kind Regards,
  
  ****** North

• Initial Complaint

  Date:07/13/2022

  Type:Sales and Advertising 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 set up an account for Verizon hotspot the first week of June. I used it and wanted to drop the number of Gbites and understand they could not perform such. I had asked them to cancel the service and I had paid the activation fee and first month and device fee totaled in 2 months for 277 dollars. When I asked to cancel they made me pay for August as well but the cancellation occurs immediately today July. So for service for 1.5 months they have made me pay all the way 3 months through August but cancelled it on ************************************************************** 9 times on the phone.

  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 BBB regarding billing. Please accept this letter as confirmation of
  VZW's response to his/her concerns.
  ********************************* stated he cancelled the services within the first two months; however, he is being charged for three months.
  We show the services for the account was started on June 7, 2022 for an Orbic Jetpack. We do not show any further contact with
  Verizon until there was a request to disconnect the services on July 13, 2022. The first **** on the account was $155.79 which
  included the service charges, activation fee, and the device payment agreement for the device. The following **** for billing period
  June 7, 2022- July 6, 2022 was for $118.71 which include the service charges and the device payment. There a payment of
  $274.50 made on July 13, the same day the services were requested to be disconnected.
  Due to the services being disconnected mid cycle there was a prorated credit of $60.32 that was applied to the account that went
  towards the buyout for the device of $122.74. It left a balance of $62.40 which is due by August 13, 2022. As a one-time courtesy
  we waived the remaining balance, which leaves a zero balance on the account.
  The **************** made several attempts to reach ********************************* using the referenced contact information in his complaint;
  however, he was not available. ********************************* has been provided with the return contact number to the ****************, should
  he wish to discuss his concerns.

  Customer Answer

  Date: 08/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  From: ********************************* <************************>
  Sent: Friday, August 5, 2022 8:22 PM
  To: Better Business Bureau <**************************************************>
  Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.

   

  Hey following up. So Verizon has called me but I work for a defense contractor. Monday - Friday no windows in a SCIF. I leave my phone in the car. I havent heard much else from them. I appreciate any help you guys give. 

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

  ANG/LM

  Cell: ************

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

  Business Response

  Date: 08/15/2022

  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 when he started services with Verizon he was advised he would not be charged an activation fee based on the military discount. He mentioned it does not make sense to pay for an additional month of service after he disconnected the account. He also mentioned when he called in he did not have a good experience when trying to disconnect the account as he had to speaks with multiple reps before the disconnection was processed.
  We advised ************************ in order to receive the military discount he would have to apply for the discount via ID.ME and once it is approved the discount is added to the account within 1-2 billing cycles. However, we were unable to locate where the registration was completed to have the discount applied.
  We show the account was started on June 7, 2022 and was active until he requested for the services to be disconnected on July 13, 2022. During the time the services was active the first bill included a charge for services and the activation fee. The following bill for billing period June 7- July 6, 2022 included charges for services. When the disconnection was requested he was in the middle of the billing cycle. Pursuant to the customer agreement, you'll remain responsible for all fees and charges through the end of that billing cycle. However, his services were disconnected on demand mid-cycle and he received a credit back of $60.34 which would have went towards his payment of $274.50. Since there was a buyout charge for the device of $122.74 the credit went towards the buyout and reduced the bill to $62.40, which was waived as a courtesy.
  Sincerest apologies were extended to ************************ regarding his experience. We thanked him for his feedback as we value and appreciate his feedback when we may fall short of that commitment. The feedback he provided regarding his experience allows us to improve our processes and customer interactions.Tell us why here...