Business Profile

Cell Phone Supplies

Verizon Wireless

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Complaints

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

Customer Complaints Summary

38,139 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.

Initial Complaint
Date:05/14/2025
Type:Service or Repair Issues
Status:
UnansweredMore 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.
My complaint has evolved over the following time period:
1 ) Tuesday, May 6, 2025: I went to the local Verizon store to question added charges to my account. The manager at the local Verizon store couldn't explain the new charges. I decided to change providers after being a 20+ Verizon customer without problems. I was advised that I had to pay off my cell phones with Verizon and obtain Transfer PINs for my 2 phones.
2) Wednesday, May 7th: I returned to the local Verizon store and paid off my phones (receipts attached), then obtained Transfer PIN Numbers from the Verizon website. I called Consumer Cellular (CC) customer service to transfer service. I was informed that Verizon hadn't released my phone lines for transfer. Verizon support couldn't unlock my phones.
3) Thursday, May 8th: The local Verizon store couldn't help me and was told only a Verizon Corporate store in Tucson could unlock my phones.
4) Friday, May 9th: I drove the 70 mile RT to the Verizon Corporate store. Their rep was even less helpful than the local rep. He gave me a phone number for Verizon's "Customer Loyalty" department to call. I called and was informed that only the Verizon Fraud dept could manually unlock my phones (they were supposed to be unlocked automatically
when I paid off the balance owed). The loyalty rep submitted a request to the fraud dept to unlock my phones, but it takes two business days for a response.
5) Monday, May 12th: It has been a week that my wife and I haven't been able to receive cell phone calls or texts, some of which must have been important. At 5:pm, one phone showed unlocked,
6) Tuesday & Wednesday, May 13th & 14th: I transferred service to CC for my unlocked phone. I have made numerous calls to different Verizon depts. None were able to help. I'm getting physically ill from this ordeal.
My 2 phone numbers are:
###-###-#### (now transferred)
###-###-#### (still showing locked)
Thank you for your assistance, ***** *********
May 14, 2025
Initial Complaint
Date:05/14/2025
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.
In July of 2022, I switched my mother's and brother's phones to my account at a certified Verizon store at Valley West Mall in Des Moines, Iowa. The promo was to get 2 free phones if we switched from ** ******** to Verizon. They took their old phones and sent them in, and gave them two new iPhones. We were told it would be 2-3 billing cycles before that reflected. I had never had an issue with it reflecting, so I just didn't follow up. They are now almost due for upgrades, and I noticed they have not received the credits for 34 months. I have now spent over 20 hours on the phone, writing emails, chatting or texting verizon agents. They all say they are reviewing the data, which doesn't make any sense because allegedly this has been resolved numerous times, but they all come back and say that the notes are too vauge and we will have to start again. This has now been 2 billing cycles and I want this to be fixed. It is over $1600 in promo credit I have not received. My time is worth something and I am tired of working with a company that does not value my money, time or energy.
Customer Answer
Date: 05/14/2025
[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.

From: ***** ***** ************************
Sent: Wednesday, May 14, 2025 3:49 PM
To: [email protected]
Subject: #********

This has been resolved with the company.

--
***** ****** *** **************
Learning and Development Specialist
************

Regards,

***** *****
Initial Complaint
Date:05/12/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Around April 2, 2025 I spoke with Verizon regarding our annual billing agreement. At that time, the agent verbally agreed to apply a 40% discount to our total bill. I was told our monthly bill would be $90/month for the next 12 months. When that discount wasn't reflected, I called back around April 24, 2025 to follow up. The agent listened to the recording from earlier in the month, said it would be honored, and sent me a text message confirming the expected charges.
The bill still did not reflect the change, so I called May 5, 2025 and the agent refused to help stating she could not listen to the recording. I then called on May 8, 2025 and the agent said he would ensure the discount would be applied, offered a credit and stated he would call back on May 10, 2025 to confirm we could see the discounts.
I never received a confirmatory call back, and the 40% discount is still not reflected in our account. Each of these calls has required at least 1 hour of my time. We have been loyal customers, pay our bills early and have been verbally told one thing while our account reflects differently.
We greatly appreciate some assistance.
Business Response
Date: 05/20/2025
May 20, 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,
Stacy
Executive Relations
Customer Answer
Date: 05/23/2025

Complaint: ********

I am rejecting this response because of a concern of lack of transparency. Part of their message has been included below. 70% of $45 is $31.50 however that does not reflect the $5 "plan rate Adjustment". Moreover, as the representative on the phone clearly stated, the $32 per line/month was inclusive of taxes and fees. Their lines are recorded and they have listened to the initial phone call but I cannot confirm if they have listened to the follow up conversation from which the text message was sent to me.
Lastly, our billing statement is incredibly confusing and not transparent. All I know is a representative told me one thing on the phone which differs to the message we received from Verizon. This discrepancy results in a loss in trust in customers. Accountability is important in this industry, and their actions seem to have a different standard.
A portion of the correspondence from Verizon explaining charges: "Your plan is Business Unlimited Smartphone for $45 per month.
Your 30% off Line Access charge for 12 months provides a credit of $13.50 per month.
A plan rate Adjustment of $5 applies each month on your plan, because it is a grandfathered plan.
This means your plan cost is reduced to $31.50 per line, before taxes and fees."

Regards,

****** *****
Business Response
Date: 05/28/2025
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,
Stacy
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 ********.

Regards,

****** *****
Initial Complaint
Date:05/12/2025
Type:Product 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.
This has been ongoing since January when I switched to another carrier. Verizon was still removing money from my bank and when I asked them what exactly I owed I was unable to get a detailed list or even a reason. I have been to the local store twice where I was told 2 different reasons for this additional charge. I have been assured that I would receive a statement in the mail but never received anything. Now they have sent me to collections. I have called them multiple times as well as trying to log in to the website. I am unable to fo so because I am no longer a customer.
Business Response
Date: 05/12/2025
65 Franklin Street
Buffalo, NY 14202

May 12, 2025

Dear BBB,

Thank you for contacting Verizon’s Office of Executive Relations regarding ******* ******** complaint. In her complaint,
received on 05/09/2025, she mentions issues with an active automatic payment on a disconnected account. They are requesting a
breakdown of charges.

Upon further review, we’ve determined the customer’s concern should be addressed by our Verizon Wireless team. Per BBB
guidelines, please forward ******* ******** complaint to the appropriate Verizon Team.

Email: [email protected]
Address: P. O. Box 10
Newark, NJ 07101-0010
We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has
caused.
Sincerely,
Kimberly
Verizon Executive Relations Team
Business Response
Date: 05/19/2025
May 19, 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,

James
Executive Relations
Customer Answer
Date: 05/19/2025
[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:05/12/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 11, 2025 I attempted to activate a new S25 phone to replace a broken one on my plan. Upon doing so, I was flagged by the fraud department for suspicious activity. I followed the instructions and contacted the fraud department, verified my information, and was told they were removing the restriction from my account. They transferred me to another person to assist with the activation of my phone. During this call, while on hold, my call disconnected and my service was suspended. I contacted fraud again using my husband's phone. I was told again the restriction was being removed from my account. It wasn't. I went to a physical store location where an employee informed me that there was still a fraud restriction causing my account to be suspended. He helped me contact the fraud department for a third time. This time they informed me that they had to place a ticket and I would receive an email within 2 hours verifying that my account was reinstated. That never happened. 4 hours later I contacted a representative via the Live Agent chat feature. After speaking with 4 agents for a total of 2 hours I was informed that the fraud department were the only ones that could remove the flag on my account. I contacted fraud for the 4th time and was then told that due to a "technical issue" it would take 24 hours to lift the suspension. They could not tell me what the technical issue was, and the conversation was left vague and unresolved. The expectation was for me to continue waiting without the ability to use my phone, which is unacceptable. This is by far the worst customer experience I've ever received. It is now May 12, 2025 and I still have no resolution to this.
Business Response
Date: 05/12/2025
P.O. Box 10
Newark, NJ 07101-0010
May 12, 2025
Better Business Bureau of New Jersey
1700 Whitehorse - Hamilton Sq. Rd. Ste D5
Trenton, NJ 08690
RE: Complainant: ********* *******
Complaint Number: ********
Dear Ms. Gina B:
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,
Tiffany
Executive Relations
Customer Answer
Date: 05/19/2025
[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:05/11/2025
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 Wireless sent us offers to upgrade a phone on our account. I called in and was then offered a loyalty offer (for being with Verizon for 10 years). I was very surprised and accepted the terms of the agreement verbally. The representative gave me shipping information. The phones never arrived. I called back only for them to rescind their offer with no explanation. Horrible way to treat a customer of over 10 years, and terrible customer service. I was essentially offered an upgrade, agreed to the taxes and fees and terms, and then the whole offer was taken back with no explanation. Horrible experience and very disappointing
Business Response
Date: 05/12/2025
May 12, 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,

Jamar
Executive Relations
Customer Answer
Date: 05/19/2025
[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:05/11/2025
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 signed up with verizon in December 2024.

I traded in my old phone for 1000 dollar credit.

I only signed up with verizon because my employer offers a 20% off discount on a mobile phone plan.

Upon signing up I was told by the store employee that they didn't have the phone I wanted in stock.
So I was told to go home order the phone and when I get it come back and they would help me finish the process.

When I got the new phone I went back to the store. I turned in my old phone and the employee sent me an email to submit my payment stubs. So i emailed them and he said in 2-3 billing cycles the discount would apply.

It's been 6-7 months and the discount never applied. I've called atleast 10-15 times and gone into a store three ro four times times atleast.

Nobody could tell my why my discount was not applied.

So now I would like to cancel my plan with them and they say I have to pay off my new phone for the remaining balance because leaving cancels the monthly agreement when they pay me the credit for my phone. The catch is me paying it off does not give me my old phone back. Because it's a monthly credit agreement. Nobody told me this upon signing up if I would have known all this was a lie and that I'd never get my 20% off in wouldn't have signed up with verizon.
Business Response
Date: 05/12/2025
P.O. Box 10
Newark, NJ 07101-0010

May 12, 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,

Ashley
Executive Relations
Customer Answer
Date: 05/19/2025
[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:05/09/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Black Friday, my family decided to switch to Verizon Wireless and ordered phones online. The devices were scheduled to be delivered via ***** on Saturday, November 30th. That day, I received an email stating the package had been delivered and signed for, but I never received or signed for it. I immediately reported the package as stolen to ***** and then to Verizon Wireless. Verizon informed me they needed to wait for ***** to complete their investigation before proceeding. ***** was ultimately unable to locate the package, and I filed a formal police report with the ****** Township Police Department.

In the meantime, Verizon allowed me to open an account and purchase devices in a physical store. Despite this, since December I have continued to be billed for the stolen phones. I was charged $82.56 on Dec. 16, $92.83 on Jan. 21, $109.96 on Feb. 18, $188.86 on Mar. 17, and $188.86 on Apr. 15. After spending hours on the phone on Mar. 26, Verizon refunded $82.56, $109.96, and $188.86. I was told the issue would be fully resolved.

However, after being charged again in April and contacting Verizon once more, I was promised another refund and a permanent resolution. As of today, May 9th, the matter remains unresolved. Over the last two days, I’ve spent 3.5 hours on the phone with Verizon. They acknowledge the phones were stolen, yet they cannot explain why I continue to be charged and refuse to issue a final refund and close out the second account.

I’m frustrated, out of options, and seeking your assistance to resolve this matter.
Business Response
Date: 05/15/2025

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

May 15, 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,

Cecilia
Executive Relations
Customer Answer
Date: 05/19/2025
[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. As of today, 5/19/2025, I have received a refund. Although I was told that the second account has been closed, I am just waiting to see if I am charged again. I was also told that I would be receiving a $200.00 refund for my down payment on the stolen devices, but that could take a few weeks. The person handling my case has been extremely helpful.

Regards,

****** ******
Initial Complaint
Date:05/09/2025
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.
Called Verizon over 10 times and spent hours troubleshooting with technical support for an issue with missing calls and dropped calls (this is well documented).

Multiple agents offered to "comp" the monthly bill which never happened.

We have since switched Providers, and Verizon has billed me again for a full month of service I'm not using.

Verizon needs to pay me for last month and this month.
Business Response
Date: 05/14/2025
P.O. Box 10
Newark, NJ 07101-0010

May 14, 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,

Kayla
Executive Relations
Customer Answer
Date: 05/19/2025
[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:05/09/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My experience with customer service has been extremely frustrating—representatives often disregard my concerns and repeatedly transfer me between departments without providing any resolution. My issue remains unresolved, and the agents I've spoken to have shown little concern or urgency in addressing it.
Business Response
Date: 05/09/2025
May 09, 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

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Verizon Wireless is NOT a BBB Accredited Business.

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