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

38,134 total complaints in the last 3 years.
13,904 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:05/05/2025
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.
I upgraded my watch to a samsung Ultra watch in December. It was supposed to be a simple upgrade. Instead the sales department placed the order under a brand new line. when I called to inquire about the issue they disonected my business number. It has been about 6 months since my business line has been operable. I hav lost so mucj money due to this. I have called so many times since December trying to get this working. I have even went into the Verizon store of where I spent hours at only to leave still disappointed. Yet, I've been paying my bill and the increase due to the upgrade. Noone an even tell me how my bill increased by $300.00 due to a simple watch upgrade. I need my number working immediately and do not feel it is fair for me to pay a bill for something I have not been able to use. This issue has cost me 1000s of dollars
Initial Complaint
Date:05/01/2025
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.
me and my 2 other friends got new Verizon account with the deal that says $140 for 4 lines with tax and iPhone 16 pro max on Verizon without trade in if we stay for 36 months.
This complain is for my account
its just been 3 days since I moved to Verizon and I already got the first bill of $367.44
Which does not make sense at all even if we remove $35 per line activation charge.
Also it says on the bill that there is 9.99 per phone payment. Which is wrong as phones were supposed to be free with the deals if we stay for 36 months via monthly credits. They charging about $33 per device per month but only giving credit for about $23. Which is about $40 per month more.
Business Response
Date: 05/01/2025

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

May 01, 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: 05/13/2025

Complaint: ********

I am rejecting this response because:

First of all there was no resolution provided by the rep and top of that rep didn't even talk respectfully.
I immediately moved out of Verizon to another carrier next day. I only had service for may be 3 days total. top of that rep told me that I can go to any corporate store to return the phone. I went to corporate store at Waterford,ct and they looked at the account and said, it's already closed you don't need to return them. I am sure I have to return them and I want to return them but this is the level of their business. no body knows anything and reps just lie.
I also got email from another rep with the direct phone number to contact her. I called her 6 times and left messages. no reply yet.
I am so glad I am out of this.
I am requesting to wave my 3 days bill which is $227. that's ridicules and top of that I lost all my perks and best price of mobile that I had and I can't go back to it.
and guide me what to do with the phones.

Regards,

**** ********
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 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,

Kayla
Executive Relations
Customer Answer
Date: 05/19/2025

Complaint: ********

I am rejecting this response because:

I did not have a service between the dates I got the bill as seen in screenshot.
i returned all 4 phones. I had to go in corporate store 4 different t times as they never have enough people to help and it’s always like 1 and half hour wait. Regardless, I waited and returned all 4 devices. They charged me $210 restocking fee. That’s absurd. For using the phone for 2 days. Which all started with the scam. I demand for the restocking fee refund

Regards,

**** ********
Initial Complaint
Date:05/01/2025
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.
Dear BBB,

I am writing to formally lodge a complaint against ************* regarding its recent device unlocking policy change, effective April 1, 2025: . This policy unfairly impacts consumers who purchased devices with monthly plans prior to the announced effective date.

Key Points of Complaint:

The updated unlocking policy now demands "60 days of paid active service," whereas the original condition at the time of purchase required only "30 days of paid active service." Consumers, including myself, purchased phones and monthly plans relying on the earlier stated policy.

Retroactively imposing this stricter unlocking requirement is unjustified, illegitimate, and unethical. Customers made their purchase decisions based explicitly on the previously advertised unlocking terms.

As a customer with multiple lines (###-###-####, ###-###-####, ###-###-####) purchased and activated before April 1, 2025, expecting unlocking eligibility after 30 days of paid service, I now face significant inconvenience and economic loss due to this unexpected and arbitrary policy revision. I feel misled and financially harmed by *************’s actions.

Given these points, I demand a fair resolution from ************* and urge the FCC to intervene promptly. I am fully prepared to seek further remedies through legal channels if necessary.

Thank you for addressing this issue promptly.

Sincerely,
****
Business Response
Date: 05/01/2025
Dear BBB,

Thank you for contacting Verizon’s Office of Executive Relations regarding **** ******* complaint. In their complaint, received on 04/30/2025, **** ***** expressed concerns regarding a Total Wireless cellular account.

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: ****************@VerizonWireless.com
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,

Verizon Executive Relations Team
Business Response
Date: 05/02/2025

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

May 02, 2025

Better Business Bureau of New Jersey
1262 Whitehorse - Hamilton Sq. Rd. Building A, Suite 202
Hamilton, NJ 08690

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

Thank you for contacting Verizon’s Office of Executive Relations regarding **** ******* complaint. In her/his complaint, received on May 02, 2025, Mr. ***** expressed concerns with his Total Wireless account. Mr. ***** wants to know about the sim unlock policy.

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

Email: ***********@*******.com

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

Sincerely,

Chase
Executive Relations Analyst
Initial Complaint
Date:04/30/2025
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 March 12th, 2025 I called customer service because i have been having issues with my service. I decided to switch to **** because they were deciding top pay off my phones with Verizon. I talked to the representative because at the time we had watches as well that we had for over the 30 days. I asked the gentleman if I could send my watches back even though we are past the return period and cancel the service and not be charged for the installments, and representative said because of the issues yes that i could. He then sent me a label via email to return a *** location. I recorded this call to have for my own records. I even had the representative email me through verizon as a confirmation that I would not get charged for these watches.

I call back once I get my final statement (which I thought was just my phone payments accelerated to my bill). And it was. I thought at this point all was good. A week later I got another bill that was higher. $100 higher because when I called to make sure my watches were cancelled apparently they weren’t. So they charged me a month for the watches (without the phones on there). So they got that credited and the representative assured me that I would no longer get charged for the watches nor will i get charged for the payments on them because even he saw that the watches were returned.

I get another bill a couple weeks later that states I owe $2,200 because the payments on the watches were indeed accelerated to from my watches on to my bill after they were officially cancelled.

I call back 4/30/2025 and the representative told me that the other representative that had me return them should not have told me to do that and there was nothing they could do. Next representative I talked to said he misinformed me and that he mistakenly told me to send them back even though they were past the return period.

Why would I send something back that is now in Verizon’s possession and still have top pay for it?

This company owes me.
Business Response
Date: 05/01/2025
P.O. Box 10
Newark, NJ 07101-0010

May 01, 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,
Noelle
Executive Relations
Customer Answer
Date: 05/12/2025
[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:04/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have filled a complaint with BBB with you

This is a follow up from our interaction with Verizon -

Verizon is taking a corporate stand

TV commercial
We will pay your phone off and receive a free IPhone

Salesman
$200 ****** card
$200 digital ********** card t
Free internet with free Disney

Verizon didn't give me $200 digital ********** but paid the phone off

They say i don't qualified for the internet and Disney

The salesman should known this

If I didn't qualified why did they come to my home to install it

I didn't have line sight all bets off

They have a box that doesn't need line sight

They just paid the phone off witch should be $200 digital **********

They also refused to give me a iPhone that they advise on TV

Im just getting the corporate run around

Bottom line they barely work with me

They refuse to give me a iPhone that they advise on TV

This is nothing but a corporate scam

Thank you for your time and understanding with this matter
Business Response
Date: 04/29/2025

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

April 29, 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,

Cher
Executive Relations
Initial Complaint
Date:04/28/2025
Type:Customer Service 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 started new cell service with Verizon and before I got my first bill the price for monthly service changed numerous times I know the first bill is not always accurate of bills moving forward.
Because the bill changed again I called in and texted in about the bill. Finally an authorized agent quoted me in a chat that my total bill moving forward would be $140 per month.
Verizon is not honoring that price and is giving me a run around and having me call in all the time to try and adjust the bill when I was quoted a monthly price in writing.
Customer Answer
Date: 04/30/2025
[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.
-----Original Message-----
From: ferg53081 <[email protected]>
Sent: Wednesday, April 30, 2025 10:51 AM
To: [email protected]
Subject: Complaint ********

I had filed a complaint against. Verizon for over billing.
I spoke with the representative and we were able to see where I misunderstood the billing issue.
The problem has been rectified and I wish to withdraw my complaint.
Thank you
Sent from my iPhone

Regards,

******** **********
Initial Complaint
Date:04/28/2025
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.
About a year ago, Verizon offered my wife and me free phone upgrades if we extended our contract. We took the deal. Previously, we were billed installments for paying the phones each month but given a credit of the same value.

Two months ago, we upgraded our plan (so we're paying more) and were assured that we could keep the credit. However, we keep receiving notices that our new, more expensive plan isn't eligible for the credit. I've called, used the chat feature on the app, etc, to get this resolved several times. Each time, the customer service reps have immediately agreed that my plan is eligible for the credit and the mistake is on Verizon's side.

Verizon has once again cancelled the credit. I just want them to do what they've already agreed to do.
Business Response
Date: 04/29/2025

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

April 29, 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,
Executive Relations
Customer Answer
Date: 05/12/2025
[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:04/28/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My account was setup on autopay. The bank inexplicably cancelled my card, though there was more than enough money to pay the bill. As a result, Verizon ended my autopay, and jacked my bill up tp $85.00 mo. I tried every way possible to pay it online, but nothing would go through. I decided to drive to Glasgow Verizon to pay ,and cancel the service, as I cannot afford it. The unfriendly, unhelpful boy that I had to wait to talk to would not help me. He said they could not do that there. I paid Unsubby to send a letter of cancellation on Tue. Sept. 17 2024. Verizon kept sending me emails demanding ever increasing payments. I tried and tried to reason with them. They kept telling me to call them after they ended my phone service. I just want a fair settlement.
Business Response
Date: 05/02/2025
P.O. Box 10
Newark, NJ 07101-0010

May 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,

Ashley
Executive Relations
Customer Answer
Date: 05/02/2025

Complaint: ********

I got an email Tue. from an Ashley who asked when she could contact me. I replied that she could contact me anytime via email, she said she would email me later that day, but never did. Yesterday I got an email from Verizon saying that I could contact "the collection agencies". They said they would send you that also. I have not had phone service since they ended it about six months ago. I can`t call anyone. Thank You

I am rejecting this response because:

Regards,

******* *******
Business Response
Date: 05/09/2025
P.O. Box 10
Newark, NJ 07101-0010

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 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,

Ashley
Executive Relations
Customer Answer
Date: 05/09/2025

Complaint: ********

I am rejecting this response because: All that I got was names that I have never heard of, or had anything to do with. More gobbldeegook that I dont understand, and, numbers that I cant call. Thanks

Regards,

******* *******
Initial Complaint
Date:04/26/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 14 April 2025, I signed up for an **** Prepaid Plan. The local store manager did the transfer. 4 days later my phone was shut off. According to Verizon, a Transfer Pin Number had not been obtained. The local Verizon store say it can only be done online by me. For over a week I've tried accessing my account, but am denied every time. I try to change my password, but the required security code text they supposedly send never arrives. It's impossible to connect with a human, and Live(?) Chats and phone calls just take me in circles.
It feels as if I'm being extorted or blackmailed into staying with Verizon, or having to sacrifice my phone number just go with a new carrier.
I want to know why Verizon is allowed to do this? I also want a Transfer Pin Number issued so I transfer to ****.
Business Response
Date: 05/06/2025
P.O. Box 10
Newark, NJ 07101-0010
May 06, 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,
Colton
Executive Relations
Initial Complaint
Date:04/25/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently had a dispute with Verizon, they corrected the original error but left me no way to contact them. The original error left me worth $100 in reconnect fees. That should be adjusted as well!
Business Response
Date: 04/29/2025
P.O. Box 10
Newark, NJ 07101-0010
April 29, 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,
Aaron
Executive Relations
Customer Answer
Date: 05/02/2025
[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.
I'd like to add that Aaron is roue but was the first one in a long line of verizon employees to do what he said he'd do. Even if he was VERY RUDE!

Regards,

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

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Verizon Wireless is NOT a BBB Accredited Business.