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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

    • 38,102 total complaints in the last 3 years.
    • 13,903 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/14/2025

      Type:Order 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 am not liable for this debt with Verizon Wireless. I do not have a contract with National Recovery Operations, they did not provide me with the original contract as requested.

      Business Response

      Date: 04/19/2025


      Newark, NJ 07101-0010
      April 19, 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 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.
      Sincerely,
      Tiffany
      Executive Relations

    • Initial Complaint

      Date:04/11/2025

      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 purchased a iPhone 16pro on 1/24/5 at 15:39 paid it in full right away for the price of $1309.09 well my wife ended up not liking it so we were with in the return window and we sent it back 2 weeks after we had it. She We were told that the refund would go on our bill towards the Samsung 25 she got in place of the iPhone, weeks pass and i thought to my self we didn't get that refund so i called version was getting the run around finally they transfer me to returns or refunds something like that talked with a guy there and he confirmed everything. That it was paid in full and it showed i didn't get my refund so he puts in a ticket the ******** he said i will receive my refund in 24 hours or by that Friday i cant remember the date. A few weeks go by again I'm like Frick we didn't get that refund yet, again i call version get the run around once again send me to another specialist the guys name was Ron finally after answering he questions he said ill have my refund in 3 business days he puts in a ticket #********* he said he don't see my previous ticket number so he gave me a new one. Here it is another week has gone by no refund yet they keep sending my wife txt messages that they need more information we respond with what do you need from us they don't reply back I have the receipt for the purchase of the iPhone and can show you it even came out of my bank account. I need your help to get my $1309.09 refund back please.

      Business Response

      Date: 04/27/2025

      April 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,

      Robb
      Executive Relations

      Customer Answer

      Date: 04/28/2025



      Complaint: ********



      I am rejecting this response because:
      I haven't seen a credit of $1309.09 on my account yet towards the samsung galaxy 25 ultra like we discussed. As soon as I see that credited to my account on that phone ending in **** ill be satisfied untill then I want to keep this complaint open.





      Regards,



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

      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.

       

      From: ***** * ************************** 
      Sent: Monday, April 28, 2025 7:22 PM
      To: [email protected]
      Subject: Fwd: Re: Verizon Executive Relations (***********) (CASE *******)

       

      In regards to my case I am here to say it has been resolved and I thank both of you for your help in this matter. Please disregard my response to rejecting Rob's offer i accept the results.





      Regards,



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

    • Initial Complaint

      Date:04/11/2025

      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.
      The phone associated with ************ was traded in during December 2024, with an expected credit of approximately $850. However, the credit has not yet been applied to my monthly Verizon bill. I’ve made multiple attempts to resolve this through customer service, and each time I was told the credit would appear on the following month’s bill. Unfortunately, it still hasn’t been applied.

      Business Response

      Date: 04/11/2025

      65 Franklin Street
      Buffalo, NY 14202

      April 11, 2025


      Dear BBB,

      Thank you for contacting Verizon’s Office of Executive Relations regarding ****** ****'s complaint.  In her/his complaint, received on 04/11/2025, she is stating that she is owed a credit for trading in her previous device.

      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:      ************************************
      Address:  ** ** *** **
                     ******* **  **********

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



      Sincerely,
      Amanda 
      Verizon Executive Relations Team

      Business Response

      Date: 04/14/2025

      Please see the resolution response 

      Customer Answer

      Date: 04/14/2025

      [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.




      Regards,



      ****** ****

    • Initial Complaint

      Date:04/10/2025

      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 bought a used Samsung Galaxy S3 with the latest sotware, and after some digging, I found out the bootloader is locked and has no method whatsoever of unlocking. I believe i should have a way to unlock it, since its my device and I should be able to modify it however I want. It is a 12-year-old device, so it's not like it harms their business in any way.

      Business Response

      Date: 04/16/2025

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


      April 16, 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,

      Mayra
      Executive Relations

      Customer Answer

      Date: 04/17/2025



      Complaint: ********



      I am rejecting this response because:


      It was not conclusive; I believe Verizon can do more, it is not fair that for having a Verizon device I'm missing out on something every other carrier and brand has.





      Regards,



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

      Business Response

      Date: 04/25/2025



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


      April 25, 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,

      Mayra
      Executive Relations

      Customer Answer

      Date: 04/28/2025

      [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 ********. I accept it only because I know it's not going to get any better since you are so against consumers.



      Regards,



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

    • Initial Complaint

      Date:04/10/2025

      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.
      We brought our phones to Verizon on December 20th, 2024 during the pay off your phone rebate. We submitted our rebate request in February. After multiple calls to Verizon customer service, they are now saying the rebate has expired. Now our bill with our previous carrier is in collections and we’re apparently not getting our rebate. This is false advertisement.

      Business Response

      Date: 04/28/2025


      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!

      Customer Answer

      Date: 04/28/2025

      [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:04/09/2025

      Type:Billing 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.
      My service was interrupted on Febuary 2025, which has caused a snowball effect of horriable essentials of my bill being insanely large.

      I was informed yesterday in the store I have reconnect fees plus, return fees, plus fees for not haveing the auto pay setup.

      I was upset to hear those items, If I had been a good customer and had no fees they might be able to extend me credit so I can add a line.

      Haveing punishments for not being able to make arrangements is horriable, my bill is 900 now and I can not tell what the extra $300 is from.

      I feel abused about the autopay not staying because I make a arrangements

      I feel abused because I was promised my services were safe however they were cut off and I requested a $3000 credit someone from your team said no I can give you $20 for the hassle however. You can not tell a customer you will assist them then cut off there services and say here's $20 for the hassle.

      I can also not use your services at all not even to reach anyone when service is interrupted, the rep got upset with me for asking for credits for breach of trust, because I made a arrangements to keep my services on. However the computer just cut my services off.

      I had to drive to a store, I requested from the person I spoke with credits. My issue is this, if I pay off my devices early I am penalized so I can not use inhouse credit.

      I requested you raise the in-house credit, I was told no....in store that is embarrassing. So many things not fixed for loyal customers so many things wrong in my account.

      My myfi account was moved to wrong device....so much wrong with my services.
      Someone needs to fix things.

      Issue: You make promotions then I can not pay off because of the 36month payment plans however If I pay early triggers pay full price for phone...with that how can I add a line.

      Issue: when you promise the customer there services will be safe... then you cut it off, then say here is $20 for the hassle that is unacceptable.

      Issue: if you use financial

      Business Response

      Date: 04/23/2025

      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 complete our conversation 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.

      Customer Answer

      Date: 04/28/2025



      Complaint: ********



      I am rejecting this response because:

      all they did was contact me and leave voice message where I could not call them back, I told them several times as we played phone tag to call me before 8amPDT, I requested someone from there california office to help me since the guys that keep calling me I am at work, there was no solution provided for my initial request because we could never talk.







      Regards,



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

      Business Response

      Date: 04/29/2025

      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!

      Customer Answer

      Date: 04/29/2025



      Complaint: ********



      I am rejecting this response because:

      THIS IS NOT AT ALL WHAT HAPPENED THE REP REFUSED TO GIVE ME THE LEGAL DEPARTMENTS INFORMATION AND SAID THAT THEY WILL NOT HONOR MY REQUEST, I WAS NOT PROVIDED A DIFFERENT NUMBER TO RAISE MY CONCERN BUT THE NORMAL CUSTOMER SERVICE NUMBER. THIS NOW THE 4TH TIME THAT REPESENTIVES FROM NOT BEEN HONEST AND SHOWED GOOD FAITH AND LIED ON THE RESPONSE OF WHAT HAPPENED WITH THE BETTER BUSINESS BURRO AND THE COMPANY VERIZON ITS SELF.

      There was no resolution with the representative I spoke with, the rep believes it is ok to hurt customer and not provide a resolution we just talked on er each other the entire time, without any resolution 





      Regards,



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

    • Initial Complaint

      Date:04/08/2025

      Type:Order 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 am not liable for this debt with Verizon wireless I do not have an contract with this collection agency they did not provide me with a original contract that I requested

      Business Response

      Date: 04/09/2025

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


      April 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,

      Bobbi Jo
      Executive Relations

      Customer Answer

      Date: 04/15/2025



      Complaint: ********



      I am rejecting this response because:







      Regards,



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

    • Initial Complaint

      Date:04/05/2025

      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 owned small data hotspot. Needed better. Went to Verizon corporate store. Received a new larger hotspot to take to my location to compare the signal to the small data hotspot. I already owned the small one. The larger one worked better. The rep told me to text his mobile number and let him know which one worked better. I did. He said he would disconnect the small hot spot and keep the larger. I assumed he DJ’s his jig. He acknowledged it and I still have the texts. My accountant lays my bills. She didn’t realize I was being charged twice. We didn’t examine the bills as we should have. As it turns out the rep created a consumer account for the small data hotspot spot and he added it to my business account. I have been paying since June of 2024 2 bills for the same MEI number/same device. And the device has no data usage. It’s been completely turned off because I thought it was deactivated. I have called over and over with no help. The consumer can’t see the business side. I keep being told I’ll get a call back because it’s being escalated and no one calls me back. I need you to completely refund the monthly charges for the small data hotspot spot. I don’t even know what number was assigned to it. I don’t have it in my possession. I can’t get a login created for the consumer account. I didn’t know there was a consumer account. In the store when activating the 2 devices the agent made a mistake I remember. He asked me to put in my credit card information for automatic billing. The. He asked me to do it a 2nd time because it didn’t go through. I think he had me add automatic billing to consumer account and business account. Regardless I requested it to be canceled as I was instructed to do. I have not used it. It’s fraudulent to charge me for the same device 2 times.

      Business Response

      Date: 04/22/2025

      P.O. Box 10
      Newark, NJ 07101-0010
      April 22, 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

      Customer Answer

      Date: 04/22/2025



      Complaint: ********



      I am rejecting this response because:  there was an individual consumer complaint and a business account complaint. They are related.  The agent recognized that there are 2 separate issues.  He handled one of them and he said he would have someone from the business account side contact me. They did not. And he did not leave me a way to contact them and he didn’t it leave me a way to contact him back so I’ve been waiting in limbo. This is definitely not resolved. It’s half way resolved.  







      Regards,



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

      Business Response

      Date: 04/30/2025

      Hello,

       

      Please see attachment.

       

      Thank you

      Ayesha

      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.




      Regards,



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

    • Initial Complaint

      Date:04/03/2025

      Type:Sales and Advertising 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.
      We have been trying to work with our point of contact from exec relations but she’s rarely available. My business account had a major set up error resulting in a major overbill which still is yet to be addressed and all lines are suspended, impacting our business greatly

    • Initial Complaint

      Date:04/03/2025

      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.
      While hospitalized and without access to a phone or computer, Verizon was completely unhelpful in being able to verify whether or not I had insurance on a device that had been lost or stolen.

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