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

38,118 total complaints in the last 3 years.
13,907 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:04/25/2025
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 bought a Samsung Galaxy phone from Verizon Victra store in Lexington NC.
Also subscribed to Verizon 5g home internet. The home internet modem failed.
Verizon has not sent a return shipping label for the bad equipment. Verizon is charging me for unreturned modem. More than $400. I asked Verizon to remove these overcharges immediately. I have attempted to resolve this with Verizon customer service. No help at all. I also want credit for loss of services, while waiting to get home internet service restored. This is costing me valuable time. Verizon should credit me for one full month of service, both cellular and internet. $195.00. Thank you for your help.
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,

Kayla
Executive Relations
Customer Answer
Date: 05/05/2025
[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:04/24/2025
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.
I am writing to notify you of a fraudulent account that has been opened in my name with Verizon. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account:

Creditor Name: Verizon
Opened Date: 10/1/2020
Account Number: **************
High Credit: $1,340

I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.

Thank you for your prompt attention to this matter.
Business Response
Date: 04/24/2025

April 24, 2025

Dear BBB,

Thank you for contacting Verizon’s Office of Executive Relations regarding ****** ********* ****** complaint. In his complaint, received on 04/24/2025, regarding a Verizon wireless account opened in his name fraudulently.

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
Hello,

Please find attached, our response to the BBB complaint

Regards,

Alero
Executive Relations
Initial Complaint
Date:04/24/2025
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.
My mother died in October of 2024. The bill was paid until I called Verizon in November close out her account. I paid [what I thought was] the entire balance, at least what was relayed to me by agent on the phone. Apparently there was a balance of 44.58 due, however, even after the account was settled, and with no notification, Verizon put this into collection within weeks of my having "settled" the account. Now on top of managing the dissolution of her estate, I now have to deal with bill collectors. What kind of a way is this to treat decades-long customers especially in a known situation of the passing of a customer? I want everyone to know this happened to me and I think Verizon needs to make amends for this.
Business Response
Date: 05/08/2025
P.O. Box 10
Newark, NJ 07101-0010
May 08, 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,
Joseph
Executive Relations
Initial Complaint
Date:04/24/2025
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.
Had a glitch with ***** ***** regarding Verizon payment.
Made multiple payments and call multiple times to fix is***. Verizon promised, but did follow through on sending me the receipts of the payments as my bank was asking for it.
They have 270.00 of mine, they canceled my service for "non payment" but I did pay. I cannot get any information unless I visit a store but I am temporarily disabled due to recent eye surgery
The offer no real time help and would like my money back and find a better carrier who is customer centered
Business Response
Date: 04/29/2025
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,

Ian
Executive Relations
Customer Answer
Date: 05/05/2025

Complaint: ********

I am rejecting this response because:

Is*** wasn't resolved and rep escalated his voice at me which I disconnected call at once when that occurred
I dont need to be yelled at, nor does anyone

Regards,

***** ****
Business Response
Date: 05/05/2025
May 05, 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 Mrs. **** regarding a rebuttal notice received from the Better Business
Bureau. Verizon reviewed the account and worked directly with Mrs. **** to address her on-going concerns with regard
to her original complaint. Mrs. **** will remain in cash only status until the restriction expires on October 21, 2025. Mrs. **** 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,
Ian
Executive Relations
Customer Answer
Date: 05/08/2025

Complaint: ********

I am rejecting this response because:
I was labeled a "non-paying" customer which obligated my payment channels to "cash only" at a physical store. Yes, there was a payment error initially but it was more than rectified with continual accepted payments by Verizon. As a matter of fact. I OVERPAID. A customer for 9 years and this was an isolated technical error, not an ongoing is*** which would be logical had that been the case.

Regards,

***** ****
Initial Complaint
Date:04/24/2025
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.
Hello b.b.b

For the recent two weeks I’ve been going through a terrible experience with Verizon. Despite never using this company I seen a promotion and decided to call and act on it. I was assisted with a purchase/promotion. Then a email for identification verification was sent to me, sent them my License. My utility bill and lease. (Never heard anything back ordered was cancelled days later) I reached out again spoke to a supervisor and had a three way call with fraud department, then which took myself to a store to verify. Was notified again this order was cancelled a 3rd time. I’ve been jumping through endless instructions and was credit approved for this purchase and on the original phone call was “assured” the date and time of delivery so I could switch carriers. I’m now two weeks no response or phone and plan on behalf of the endless excuses despite all the valid documents. I ask that this order and promotion be processed immediately for my to be able to have service. Thank you very much
Business Response
Date: 04/26/2025
The customer was unhappy with the fraud verification process and has since declined to establish and account with us
Customer Answer
Date: 05/01/2025

Complaint: ********

I am rejecting this response because:

yeah this is extremely off putting. In the attachments below I’ve uploaded the 5 email replies one of which including my id. Dl. Proof of residence. And they asked for my ssn. All of which went ignored u til I submitted this then this lady stated

“we already closed the bbb case nothing we can do”

i simply went to join per the snap mail they issue me and have had to call 3 departments as well as go into the store and submit this complaint. And to this day I don’t have Verizon because of 19 irrelevant answers.

Regards,

******** ******
Business Response
Date: 05/06/2025
The consumer has made it clear she no longer desires an account with our company and we will no longer respond to her complaints
Customer Answer
Date: 05/08/2025

Complaint: ********

I am rejecting this response because:
She continues to ignore my emails, despite credit check, order confirmation, my ssn, utility bill, ID, the order was yet again cancelled with no explanation or response. I’ve attached all 14 emails to which she’s emailed back 3 times as well as “nothing you can do we already marked the bbb resolved and it’s closed”
clearly cherry picking what customers to work with

Regards,

******** ******
Initial Complaint
Date:04/23/2025
Type:Order 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’m filing this complaint against Verizon Business due to misleading practices by their representative, Mark C******.

I initially submitted a request to compare business service pricing. Mark contacted me with an attractive bundled deal and advised I convert my personal Verizon lines (4 phones and 1 internet line) to a business account to receive better pricing. The original offer was $298.88/month for Business Internet, Home Internet, Business VOIP, and Business Cell Phones.

Following his instructions, I signed the contract and waited 15 days before transferring my lines. During that time, Mark became unreachable. I spent hours speaking with multiple Verizon agents, none of whom could honor the original pricing. Eventually, Mark resurfaced and offered a revised deal for $301.63/month, which I accepted. He assured me this amount would be consistent going forward and include all taxes/fees, with no hidden charges.

However, I was recently billed $746.19 for April, with future bills listed as $382.24 and $597.26—far above the agreed amount. None of the promised discounts have been applied, and once again, Mark is unresponsive. Attempts to escalate through support have failed, with one call dropped and another agent refusing to escalate the issue.

I feel misled and stuck in a contract based on false promises. I am requesting that Verizon honor the agreed pricing for the full 3-year term, as originally promised.

A full complaint letter along with email correspondence has been attached for your review.

Sincerely,
**** ** *******
Business Response
Date: 04/23/2025
Dear Better Business Bureau,

Thank you for contacting Verizon's Office of Executive
Relations regarding **** ** ******* of “Tech On ***** *****” complaint. Complaint ID ********, received on April 22,
2025 expressed concern about Verizon billing. Upon review, Verizon notes the
account number provided for the balance in question is a Verizon Wireless
account. We contacted **** ** ******* at the number provided and he clarified further
details confirming this is a Verizon Wireless complaint.

Per Better Business Bureau guidelines, please forward Mr. ***********
complaint to the appropriate Verizon Wireless Team listed below for process and
handling.

Email:
************************************
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 to *** **********
Initial Complaint
Date:04/23/2025
Type:Billing 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.
We had a business rep visit our office and offer better pricing in July of 2024. She made updates to our account removing our grandfather plans to lower out rats but then this actually increased our rates by half. The changrs to the account took place on August of 2024 and after various emails and text messages with our rep promssing to resolve the issue, we continue to be overcharged.
Initial Complaint
Date:04/22/2025
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.
A rep recommended I buy a new phone with a new number to replace a damage device. After receiving my bill I realized that action did not save me money. I paid off both phones and requested my original number be transferred to the new device. The rep said they could not disconnect the new number or remove a carrier lock until May 17 (60 days from the transaction date). So I am forced to pay for a number not in use.
Business Response
Date: 04/22/2025
Hello,

Please find attached , our response.
Regards,
*****
Executive Relations

Customer Answer
Date: 04/23/2025
[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: **** ******** <*************@*******.com>
Sent: Tuesday, April 22, 2025 8:23 PM
To: Better Business Bureau <[email protected]>
Subject: Re: You have a new message from the BBB of New Jersey in regards to your complaint #********.

I have received a call from a Verizon corporate representative who advised my account would be credited for lost promotions caused by the Verizon store reps misrepresentation.
I am satisfied with this response, these credits should appear on my next bill.
Thank you for your assistance.
Sent from my iPhone

Regards,

**** ********
Initial Complaint
Date:04/22/2025
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.
I am a service member currently stationed in Anchorage Alaska. I received a phone from Verizon after I had closed down my account. I did the right thing by returning the device to Verizon and even have a tracking number. I was still told I have to pay for the device even though they say they have received it. $1496 was the total amount I had to pay. I called them about eight times and had to make complaints to several different departments. Every time they told me that they would fix it and that I would be getting my money back but never I did. The supervisor accounting told me even though I returned the phone and they have it in the system it was late for the return 30 day but I was in the field doing my millitary duty and could not send it any faster. After 6 months of fighting this I just gave up and paid the 1.4K. But they should not be able to keep doing this to people and messing up peoples lives. According to the customer complaint searches this is a very common scam that Verizon has been doing to a lot of people. Where they return the device but are still getting charged for it. And when I said OK then send me the device back they say once it hits the warehouse I can't get the device back. Absolute scummy on their end.
Business Response
Date: 04/22/2025
Dear BBB
Please be advised that this is a Verizon Wireless concern and should be sent to Verizon Wireless.
Thank you
Verizon ERT
Business Response
Date: 05/02/2025
Please see attached
Customer Answer
Date: 05/05/2025
[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:04/17/2025
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.
In Aug 2024, I paid for a year of ******* under a Promotion that it included ******* Premium on Verizon for 1 year. No ******* redemption instructions were provided so I chatted with a customer service rep that day who told me that an equivalent credit of $22.99 would be reflected monthly on my bill. Since Feb 2025, noticing that my card was still being charged and no credits existed on my bill, I've exchanged well over 100 message, emails, support requests, and calls to no avail totaling at least 7 hours of my time. Not only has there been no resolution, Verizon Customer Service reps continue to disappear or disconnect without warning, followed by either 1) new reps [countless instances on multiple platforms] asking for "time to review" or 2) support updates [7 instances] in the resolution center stating "We need more info to resolve your request". Further egregious are the deliberate attempts to lie, obfuscate, and lowball resolution "promises" in an attempt to get to me agree to something that fails to meet advertised promotion
Business Response
Date: 04/22/2025
The Verizon Executive Office attempted to contact the customer regarding a notice received from the Better Business Bureau. Verizon reviewed the account and attempted to work directly with the customer to resolve their concerns. The customer has been provided with our contact information for additional questions, requests, and/or correspondence specific to these concerns. Unfortunately, despite several attempts, we were unable to speak with the customer to resolve their concerns.

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

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Verizon Wireless is NOT a BBB Accredited Business.