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Business Profile

Cell Phone Supplies

Verizon Wireless

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Complaints

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

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    Customer Complaints Summary

    • 38,142 total complaints in the last 3 years.
    • 13,909 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/26/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered and activated my new phone/account on 5/24/25. I was speaking with the customer service representative while activating my account about the 1st bill being prorated. She said that the bill will reflect that prorated service due on 6/12/25. Today 5/26/25, I woke up to a text message that my bill was $165.00 due on 6/12/25. I spoke with a customer service manager about my bill not being prorated. She said that she would send it over for review and get the bill corrected. I'm sorry but I don't trust Verizon to do the right thing and correct the bill to reflect the prorated amount. The customer service manager added that my next bill would be the agreed upon amount. I realize that I have to pay the activation fee of 35 dollars plus taxes and surcharges. I'm disputing paying $100 for the plan and only having the service for 11 days within this billing cycle. My phone number is ###-###-####.

      Business Response

      Date: 05/27/2025

      May 27, 2025

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

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

      The Verizon Executive Office contacted the customer regarding a notice received from the Better Business Bureau.

      Verizon reviewed the account and worked directly with the customer to address their concerns. The customer has
      been provided with our contact information for additional questions, requests, and/or correspondence specific to these
      concerns.

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

      Sincerely,

      Marshall
      Executive Relations

      Customer Answer

      Date: 06/02/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Regards,



      **** *******

    • Initial Complaint

      Date:05/24/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My bill goes up every month a lot. Took discounts away without notifying me when I call they promise discounts that never happen, refunds never given and when I call back they say they never said it although I haves names and dates

      Business Response

      Date: 06/02/2025



      PO Box 105378
      Atlanta, GA 30348


      June 02, 2025

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

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

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

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


      Sincerely,

      Lynette
      Executive Relations

      Customer Answer

      Date: 06/02/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Regards,



      **** *****

    • Initial Complaint

      Date:05/23/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My cell phone service went out on May 19, 2025, I have no call, text or data service. I have contacted technical support numerous times and they have been unable to assist. I believe that at last count I contacted them 8 times, spending 1.5 to 2 hours on the phone each time. My account should be noted. I also went to one of your stores and all they did was change the sim card. I have been a Verizon customer for over 24 years. I don't know why you are treating me this way. I have not had phone service now for a long time and I feel at this point that I have no alternative but to leave Verizon. If you can get my issue fixed, I would rather stay that leave but it doesn't make sense to pay for service I don't have.

      Business Response

      Date: 05/31/2025

      P.O. Box 10
      Newark, NJ 07101-0010
      May 31, 2025
      Better Business Bureau of New Jersey
      1700 Whitehorse - Hamilton Sq. Rd. Ste D5
      Trenton, NJ 08690
      RE: Complainant: ******* *********
      Complaint Number: ********

      The Verizon Executive Office contacted the customer regarding a notice received from the Better Business Bureau.
      Verizon reviewed the account and worked directly with the customer to address their concerns. The customer has
      been provided with our contact information for additional questions, requests, and/or correspondence specific to these
      concerns.
      Should the customer have any further concerns, they may contact customer service at ************ or **** from
      their Verizon Wireless handset. Thank you!
      Sincerely,
      Marissa
      Executive Relations

      Customer Answer

      Date: 06/02/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Regards,



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

    • Initial Complaint

      Date:05/23/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I returned all 3 devices and received my refund for the taxes of all three devices. I received a bill saying I still owe two of the devices. I contacted Verizon customer care 2 weeks ago and verified the devices were delivered to the warehouse. They opened a ticket to the warehouse team to verify and adjust the amount. I called back a week later and no update, I called again today and same issue no update with the request. Customer service provided me with ticket number but they say to call back again in a week. I keep getting told it should only take 10 business days but it has far exceeded that time frame.

      Ticket# ******** * ********

      Business Response

      Date: 05/30/2025

      May 30, 2025
      Better Business Bureau of New Jersey
      1700 Whitehorse - Hamilton Sq. Rd. Ste D5
      Trenton, NJ 08690
      RE: Complainant* ***** *******
      Complaint Number: ********


      The Verizon Executive Office contacted the customer regarding a notice received from the Better Business Bureau.

      Verizon reviewed the account and worked directly with the customer to address their concerns. The customer has
      been provided with our contact information for additional questions, requests, and/or correspondence specific to these
      concerns.


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


      Sincerely,


      Ian
      Executive Relations

      Customer Answer

      Date: 06/02/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Regards,



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

    • Initial Complaint

      Date:05/20/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have had an account with Verizon since October 2023. I added a iPad December 2023 and received my first bill January 2024. When placing the order I added insurance and never declined any insurance. On May 15, 2025 my iPad got a crack in the screen and with my knowledge I knew I had insurance and I contacted Verizon because of this and my iPad was also in a protective case. The Verizon representative informed me that I do not have insurance on my iPad and told me that I need to add the Verizon home protection which would cover it and she set up an appointment with the nearest Verizon store. The following day I found out the home protection does not cover the cell phone nor the iPad and would not cover the cracks in my screen. So I felt like this was a complete waste of my time and the representative completely lied to me about the home protection. And I am not sure why my insurance on my iPad was taken off when I for sure told them I wanted insurance.

      Business Response

      Date: 05/30/2025

      May 30, 2025
      Better Business Bureau of New Jersey
      1700 Whitehorse - Hamilton Sq. Rd. Ste D5
      Trenton, NJ 08690
      RE: Complainant: ***** *******
      Complaint Number: ********

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


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


      Sincerely,


      Ian
      Executive Relations

      Customer Answer

      Date: 06/02/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Regards,



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

    • Initial Complaint

      Date:05/20/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am a long time customer of Verizon Business Account. Back in December of 2024, I added a new line to my account. The representative informed me if I add my iPad to the account my bill will be lower. I thought she added my iPad but I realized in May that I didn’t have any service on my iPad. I spoke to another representative to credit my bill for the months I was charged, to connect the right iPad and make payment arrangements on my bill. The representative informed me that the payment arrangements were made but he couldn’t connect my iPad until my bill was paid. I said okay I’ll call back when I pay the bill to connect the iPad. Two days later my phone service is disconnected. I have been calling Verizon business for two days to get things straightened out. I have spoken with 5 representatives that each one tells me something different. They keep giving me another number to call and this is getting very frustrating. I am a business owner and I have no service for two days now. This is unprofessional of a corporation of this magnitude giving me false information. No one to help me solve the issue is ridiculous.

    • Initial Complaint

      Date:05/20/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I been with Verizon Business since 2019 or 2021 anywhere around there. I have a debit card filed with them and they charge it every month. Somewhere in the summer of 2022 or 2023 I buy an iPhone 13 from Verizon and purchased there $10 a month insurance. This year in February coming back from a vacation and later that week I call a customer and instead of having the customer answer the phone it was Verizon automated machine requiring a payment. I was completely shocked that my service was disconnected. I tried paying it immediately over the phone. The automated system kept sending me a link and I couldn’t tap on the link to accept it because it was a blank screen. Im assuming since they cut the internet I couldn’t pay it over the phone. I drive to the store quickly. I walk inside and told them my service was disrupted and I wasn’t aware that I owed can I pay it? The employee looks at me and is stunned that my service is disconnected. She says it shows you owe $140 or $149 I can’t remember from the top of my head. I said that is weird since my payments monthly are higher than that. I pay it. They charge me that payment 3 times and yet 3-4 later I still didn’t have service. I had to call and for them to fix my internet issue. I couldn’t use my gps. I don’t what happened since I always thought I was in good standings with Verizon. I didn’t understand what happened since there’s a card on file and it’s a business account. So moving on. April one morning my phone wasn’t working so I go to Verizon long story short my phone wasn’t working and it was diagnosed that I needed a replacement. The store staff helped me file a claim for a new phone using my insurance coverage. Supposedly they said they would expedite this and send me another phone. The phone never arrived. I went to apple and purchased a new phone.out of my own pocket and I was paying insurance but never received one from Verizon. In May I get a new internet box and I come home and since then no internet service…

    • Initial Complaint

      Date:05/19/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been with Verizon for well over 6 years as of this moment and I have had the same plan throughout the whole time. I had been getting a 35 dollar loyalty discount. When i went to a verizon store they offered me a potential student discount if I followed some link they sent me to my phone. However the discount didn’t work and unbeknownst to me I also lost the 35 dollar loyalty discount I currently had. Verizon has refused to reinstate that discount. Nonetheless I continued with Verizon because despite this because we were still overall happy (this incident was after I was promised an additional 35 dollar monthly discount by a phone rep that never materialized, with Verizon saying they had no recollection of that). Currently I am on their Get More plan that includes Apple Music among other perks. My Apple Music perk is no longer working. It says I am enrolled but I actually am not and thus have no access to it. When I called Customer Service (approximately TWO months ago now) they said they would get on it. Instead of fixing the issue they have tried to upsell me to their new plans saying that will help with no explanation as to how.. I have told them repeatedly I have no interest in that I just want the plan I am paying for and the perks I am paying for. They even went so far as to mark my case as resolved despite it being nothing of the sort, prompting this BBB report.

    • Initial Complaint

      Date:05/16/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Verizon Wireless added an unauthorized line to my account without my knowledge or consent. This caused billing increases and missed payments, which I only discovered after being charged and falling behind financially. I contacted Verizon multiple times and was repeatedly transferred, ignored, or misinformed, with no resolution.

      reverse any charges, and correct any negative impact to my credit report, but they have not resolved the issue. I am now dealing with credit damage and financial setbacks as a direct result of their failure to properly address and fix their own error.

      This all started when a credit of $800 (not sure of the exact amount) was suppose to be applied due to the unauthorized phone line. Now I got the runaround after I questioned why it didn't get applied after I saw I own $1600, again, not exact, but I have the numbers on my statements including dates. This led me into a mess, life changes, and iv had to make sure bills were paid, careful about my general lifestyle, going to school etc, so this leads me to the next issues.

      I've been slowly chipping away at the past due, that I didn't cause. Nor do I even think I got the credit.

      I am requesting a full removal of any charges related to the unauthorized line, a letter acknowledging Verizon’s error, and credit correction through all three major bureaus (if needed). I am also requesting written confirmation that the issue has been fully resolved.

      The original agreed "resolution," after my account bounced the check back to my back ( my fault ) and that's when I found the phone line, now that is where the credit is coming from. that was promised on a date that was agreed on. Then that was when I got to the issue of $1600 and so on.

      Business Response

      Date: 05/21/2025

      P.O. Box 10
      Newark, NJ 07101-0010


      May 21, 2025


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


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


      The Verizon Executive Office contacted the customer regarding a notice received from the Better Business Bureau.

      Verizon reviewed the account and worked directly with the customer to address their concerns. The customer has
      been provided with our contact information for additional questions, requests, and/or correspondence specific to these
      concerns.


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


      Sincerely,


      Raven
      Executive Relations

      Customer Answer

      Date: 05/24/2025



      Complaint: ********



      I am rejecting this response because: at the end of the day I still have to pay what Verizon put me through and put behind my bill because of the information that was provided, was either left out or not informative. Again I went from paying or what was told I was going to pay of $200 and some change. When that didn't happen, it snowballed after that. The credit that was sprinkled around my account did not help me ONE bit. Terrible service over the phone it almost makes the service not worth it. 







      Regards,



      **** *****

      Business Response

      Date: 05/28/2025

      P.O. Box 10
      Newark, NJ 07101-0010


      May 28, 2025


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


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

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


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


      Sincerely,
      Raven
      Executive Relations

      Customer Answer

      Date: 06/02/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Regards,



      **** *****

    • Initial Complaint

      Date:05/16/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently switched from T-Mobile to Verizon to take advantage of their "pay off your device" promotion. I switched over on Feb 8, 2025, the 4 lines were ported over on Feb 12, 2025. My initial salesperson on Feb 8 finalized all the "paperwork" including sending me links to upload my current bill from T-Mobile so they could see the payoff of my current phones. He said that he reviewed the uploaded documents and everything is fine and the Mastercard ecards would be processed and I would be notified when I will receive them via email. Since that time I have called a minimum of 6 times and spent at least 10 hours on the phone with multiple representatives and supervisors going over the same thing each time. One person will say I need to upload the bill again, some will say they don't know about that promotion. I have had email the bill in a total of 4 times to the "rewards center" for validation. Each time they have a different reason for either they did not receive or it wasn't legible, etc... Now they are saying that it doesn't have the date on it which it does if they would read it, it's not that complicated.This has been a complete mess. For the #1 cell phone company it seems that no one knows what the other person is doing or they don't care. Each time I've had to call it seems like either they want to wear me down to forgot about the reward or they really are incompetent. The craziest excuse I received was they don't know what promotion I'm talking about. That is really hard to believe when TV commercials run constantly promoting the same offer.I thought T-Mobile had bad service but Verizon is starting to win the prize.Verizon owes me $1,536.91 for the payoff of my devices at T-Mobile. I've waisted so much time calling them that they should pay me an hourly wage.

      Business Response

      Date: 05/16/2025

      May 16, 2025




      Dear BBB,



      Thank you for contacting Verizons Office of Executive Relations regarding ****** ********* complaint.  In her/his complaint, received on 05/15/2025, the customer expressed concerns regarding a ********************** promotion.



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



      Email:      *********************************************************************

      Address:  P. O. Box 10

                     ******, *******; 07101-0010



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




      Sincerely,

      Verizon Executive Relations Team

      Business Response

      Date: 05/23/2025


      May 23, 2025

      Better Business Bureau of **********
      **************************************** Rd. Ste D5
      *****************

      RE: Complainant: ****** *******
      Complaint Number: 23334452

      Dear Ms. **** *:

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

      Should the customer have any further concerns, they may contact customer service at ************ or *611 from their Verizon Wireless handset. Thank you!


      Sincerely,

      *****
      Executive Relations

    Verizon Wireless is NOT a BBB Accredited Business.

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