Complaints

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

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• 

  Verizon Communications

  140 West Street New York, NY 10007-2141

  
• 

  Verizon Communications

  13100 Columbia Pike Pod B-21A Silver Spring, MD 20904

• 

  Verizon Communications

  PO Box 110 Tampa, FL 33601-0110

• 

  Verizon Communications

  PO Box 33051 Saint Petersburg, FL 33733-8051

• 

  Verizon Communications

  PO Box 33056 Saint Petersburg, FL 33733-8056

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:08/22/2023

  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.

  After finding out that they never cut off Internet to my old place when I asked to transfer service (costing me ***** dollars over the last year and a half), a supervisor tells me that they would credit me back for the months that I paid. After not getting credited back I called again and talked to another supervisor who told me that they could not credit me. I asked to have a higher level manager call me and they said that a higher level manager would call me in 24 to 48 hours. After I did not hear back from a higher up manager I called them back again. I talked to another supervisor, and he told me that when I asked to transfer service they asked me if I would like to upgrade my speed and I said sure. They applied the speed upgrade to my old place and not my new place so instead of canceling the internet to my old place, they actually upgraded the service and started charging me more for it. I asked them why they would offer an upgrade on the place that I'm moving out of, and he said "because that's our job. "

  

  Business Response

  Date: 08/17/2023

  August 17, 2023
  
  
  Dear BBB,
  
  Thank you for contacting Verizons ****** of ********* Relations regarding *********;*************************;complaint.  In his complaint, received on 08/17/2023, ******************** mentions concerns with his home internet account.
  
  Upon further review, weve determined the customers concern should be addressed by our Verizon Wireline team.  Per BBB guidelines, please forward **** ********** complaint to the appropriate Verizon Team.
  
  Email:            ************************************************
  Address:        **************************
                       ******** ** *****
  Fax:               ************ 
  
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  
  Sincerely,
  
  ********
  

  

  Business Response

  Date: 09/05/2023

  Please be advised that Verizon reached out to the customer regarding the concerns raised via the Email and Phone contact provided in this BBB complaint. Verizon spoke with ***************************** on 08/23/2023; However, our numerous attempts to speak with and deliver what we deem as a fair and equitable resolution with the complainant have been unsuccessful. We are closing out the BBB complaint to meet the required response commitment, but will continue to follow up on our end to ensure any proper credit is provided and a resolution is provided via US Mail.

• Initial Complaint

  Date:08/22/2023

  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.

  I had my service shut off from Verizon. They say they don't do prorated bills so if they are charging me for a full month the service should have been on for the remainder of the month. I don't owe anything so not sure why they keep sending a bill. All bills are paid from our federal reserve accounts anyway. If my credit is ruined because of this I will file charges against Verizon. Worst company ever and the service sucked.

  

  Business Response

  Date: 08/23/2023

  Received:  August 23, 2023
  
  Dear BBB,
  Verizon provided a response to this matter on 08/22/23 and after further review our position still stands as previously stated.  We have conducted a full and thorough investigation into the customer's matter and found no subsequent evidence to overturn our original decision and no further action is required by Verizon.  Please be advised, we have advised ******************** that the final bill is correct. We have provided details regarding her bill cycles, payments made, payments returned, and remaining balances on the account.  Customer disconnected her ******************** on 07/11/23, prior to disconnecting her services the payment she made for her 06/15/23 invoice was declined by her bank, and she did not make another payment after that.  We informed ******************** that we do not prorate data services and the previous bill was not paid, therefore her final bill is correct.  There will be no credit adjustments or a refund.
  

  Verizon empathizes with the customers continued concern, however, the information provided in our initial response was comprehensively discussed with *** ***************************** and remains our final position in this matter.  Accordingly, Verizon requests that the BBB take this into consideration when reviewing future complaints from ****** ******** on this matter.
  

  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

  
  

• Initial Complaint

  Date:08/22/2023

  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.

  We are a special needs school who relys on Verizon phone lines to communicate with the **************** Verizon has not repaired these lines since March. This is my 3rd complaint with the BBB. Verizon originally responded to tyhe complaint with an estimated repair date in June. That has come and gone with no communication. They reponded to the 2nd compliant with a repair date of September 26th. I would like them to be held accountable when that date comes and goes with no repairs. Nothing has been done on Verizon's end. They are endangering our students and staff by not providing this service. I've had 2 repair tickets open since mid March. Ticket #'s are ********** and **********. I would like these lines repaired ASAP.

  

  Business Response

  Date: 08/22/2023

  Good Afternoon,
  
  After reviewing the case for ************************* of *********************************************, we have been able to address his concerns. ******************** submitted a complaint stating that ************************************************* emergency lines had been out of service for months. He detailed that the lines were copper and used for fire emergencies. They are the school's only communication to emergency services, in the event of a fire. ******************** requested for an expedited repair of the lines, due to the emergency service feature the lines provide.
  
  I escalated ************************ concern to our repair team for investigation and handling. Trouble tickets ********** and ********** were created for the issues and sent to our cable team for additional review. It was found that the lines are down due to a group cable outage. The estimated date of repair is September 26, 2023. I have communicated this to ******************** and opened a follow-up to track the resolution of the outage. Once the service is restored and the ticket is closed, out of service credits will be applied.

  Customer Answer

  Date: 08/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

   

  The same response was given after my first BBB complaint (#********). Verizon supposedly escalated the tickets and gave me a restoration date of June 29th. They are one again refusing to repair copper lines since their money is in fiber. We are now going on 6 months since the original repair tickets were submitted and that is unacceptable, especially for crucial emergency monitoring lines.  We are a special needs school!
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Customer Answer

  Date: 01/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Just fix the line. We are approaching 1 year since I first called for repair. It's unacceptable. I have followed up with the *** where you told them the line would be repaired on January 5th. Patiently waiting your response to them as well.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  

  Business Response

  Date: 01/30/2024

  Good Afternoon,
  
  After reviewing the latest response from ***************************** of *********************************************, we understand ************************ frustrations and apologize for any inconvenience. However, the cable outage is a group cable outage that is still ongoing at this moment. Our repair team is working to have this issue resolved as soon as possible, and at times it requires efforts from the city as well as additional utility companies. The estimated repair date has been escalated per ************************ latest complaint. The estimated repair completion date is listed as February 24th, by our cable management team.
  
  We are working strenuously to have all groups affected by this outage restored, as soon as possible. Once again, I have a follow-up case open to track the resolution of the outage. Our billing team has been applying out of service credits for ************************************************* account from the month of March 2023 to November 2023. The out of service credit is shown on the invoices under the section other charges and credits/change in service. Most recently, a credit of $63.14 was applied for December 1st through December 31st, to compensate for time down. In the meantime, the trouble ticket is being tracked closely and is at the highest level of escalation for repair investigation and handling. I hope this information clarifies the efforts taken to resolve the cable outage at hand.

• Initial Complaint

  Date:08/21/2023

  Type:Product 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.

  After a breakup from abusive relationship and person yo person contact with fios explaining g the issues I was having, they penalized me and reported me to collections without contacting me directly and instead contacted my ex repeatedly, information which was then kept away from me so I was unaware I was indebted. they allowed me to open a new account and I explained my issue thoroughly but they did not inform me of what I owed.

  

  Business Response

  Date: 08/28/2023

  Dear BBB,

  Thank you for referring the complaint of *********************************** to our office for review. We appreciate this matter being brought to our attention. *********************************** expressed concern about a closed account that went to collections. Please be advised, notifications were sent to the email address on the customer's account about balance due several times prior to going to collections. The customer has paid the balance in full and the account does reflect that. We were not able to delete the tradeline from the customer's credit as there was no ********************** error and the debt was due. We have spoken with *********************************** and have advised her that the debt shows as Paid In Full. This is Verizon's final business decision.

  We trust that this information will assist you in the closing of this complaint.

  Sincerely,

  Verizon Executive Relations

• Initial Complaint

  Date:08/16/2023

  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.

  After checking over past bank statements I noticed for the past three months that I have not been billed for FIOS Internet services at my residence. This added confusion as I was the primary account holder on the account. Last action taken on the account was 5/29/23 while I was out of town but am unsure of what was done on the account. I attempted to login but it now shows that I have sub account access so not able to see any information related to billing. This change was not verbally or in writing authorized by me so this is a breach.

  

  Business Response

  Date: 08/31/2023

  Dear BBB,
  
  Than your for referring the complaint of ******************************* to our office for review.  ******************** expressed concern about unauthorized changes to his account.  After speaking with ******************** on 08/17/2023,it was determined that changes were made by his wife. 
  
  In order to verify account information, ******************** sent Verizon a copy of his ID.  ********************** was able to reset the customer information.  He was able to log in to his accounts.  ******************** is satisfied with the results.
  

  We trust that this information will assist you in the closing of this complaint. We apologize for any inconvenience that ******************************* has experienced as a result of the above matter.

  Customer Answer

  Date: 09/05/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/16/2023

  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 Verizon fios internet and home services and I have been having issues with the internet service I had called a complained over the last 6 months due to the internet being slow and going in and out and not working. As of 08/15 I called to cancel my service and verizon finally put in a ticket for a tech to come to my house. he switched out the extender and some wires from the main router the internet is running a little better. I would like to be compensated due to lack of service for my internet

  

  Business Response

  Date: 08/17/2023

  We were able to speak with the consumer and resolve their concerns successfully. Thank you for bringing this to our attention.

• Initial Complaint

  Date:08/16/2023

  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 have had several problems with my fios: cable, internet and phone service this year. I have a maintenance plan paid monthly $10,99 for about 20 years.There has been a few service appointments to my house to correct the problems. Most recent replace the outside unit and cover. Recently since problems continue replacing main box in the house. I continue to have cable channels: not coming in that I pay for, freezing, lines going across picture. Recently channel changing to last channel with no prompting. Recently phone line: no dial tone, not ringing in home going straight to voice mail, sounds of a party line and fax. I live in a valley, community in Prince ******** County, ********. I also have a cell phone with Verizon but reception is poor at home due to location. It is imperative that I have a working home phone due to a medical condition, cancer. I have shared above with ************************* and *** employees of Verizon.I reached out a couple of times and left a message with **************** with in the past 10 days that I continue to have problems. The last tech, ** informed me that my problem was inside my home as I have a low signal inside the house. He informed me on 8/7/23 by phone that a crew would have to come in, identify and resolve the problem. This was shortly after he completed his service call to replace the main box and the problem continued. I left a message for **************** re: above and if she could contact me.On 8/12/23 my phone went dead. I called Verizon and spoke with ***. He was extremely helpful and got my phone working again. He reviewed my account and we discussed the ongoing problems with.my service. *** sent an email to **************** re above and asked if she could call me with a plan to resolve my low signal in my home. *** told me to wait until Tuesday 8/15/23 and if I did not hear from **************** to give her a call. So I called **************** on 8/15/23 a.m. and left a message. I asked if she could call me to discuss and schedule an appointment to resolve above. Still no response from ****************. I just want to have my service issue: low signal inside my home fixed asap. And my bill adjusted for this month, August and future months until the problems have been resolved in home.Thanks for your assistance. *****************************

  

  Business Response

  Date: 09/14/2023

  Dear BBB Thank you for referring the complaint of ***** ********* to our office for review.  We appreciate this matter being brought to our attention.  ***************************** expressed concerns about her fios internet and phone service.

  Please be advised, the repair ticket was closed on Sept 1,2023. We spoke with the customer who advised the service had been fixed. The customer was concerned that the service may go out again if the weather is bad over the weekend. We will continue to follow up with the customer directly to ensure all the customers concerns are addressed 

  We trust that this information will assist you in the closing of this complaint. If ***************************** or the BBB have any additional questions,I ********** ****************************** Executive Relations Team

  Customer Answer

  Date: 09/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This complaint has not been resolved.  Continue to have problems with home phone & cable off/on since heavy rain over the weekend.  I called tech, ******************** his voice mail was full so I sent him a text on 9/12/23, no response at this time.  I received an email this morning from Verizon re: closing my ticket.  I responded that the problems have not been permanently resolved.  I am feeling like Verizon is not capable of resolving the problem permanently.  And if this is the case just tell me and stop wasting my time.  And collecting full monthly payment on a service that does not work correctly or consistently.  I am so disappointed with Verizon service to me.  I have been patient in working with them for months.  And continue to have poor quality of services in my home.  Thank you!  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  

  Business Response

  Date: 10/06/2023

  Dear BBB
  Verizon provided a response to this matter on 9-14-23 and after further review the customer has advised the ******************** is now
  repaired. The customer stated the local field technicians dispatched to her location on 9-29-23. The customer stated her ******************** is now
  working and we relocated the Fios box in her garage as she requested. We apologize for any inconvenience this matter has caused
  the customer. We trust that this information will assist you in the closing out the customers concerns.
  Sincerely,
  **** **
  Verizon Executive Relations Team

  Customer Answer

  Date: 10/06/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/15/2023

  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.

  06/12/2023-present.Verizon Fits Account # ******************* During the process of selling my house I forgot to cancel my Fios, on 5/31/23 the account was suspended and on 6/12/23 I got an email threatening to cancel my account and assess additional fees for the cancellation. On 6/12/23 I called, explained the mixup, and requested that my account be cancelled effective that day. I was told in order to cancel I had to pay the balance due which I did. On 07/03/23 I received another bill totaling $92.79. The fees included $50 to reinstate the suspended account, $6.99 for internet security suite from 6/2-7/1, $38 for Fios internet service from 6/12/23-6/30/23, and -$4.70 for the removal of internet security suite on 6/12/23. I have attempted to resolve the issue with Verizon several times, but no one is able or willing to help. I was told a supervisor would call me on Monday (8/14/23), but no call. I had to pay the bill in order to set up service at my new address, but do not feel I owed it to begin with. The $38 for service and the $2.29 for internet security suite were for "services" I allegedly received after my cancellation date and I did not call to reinstate my service on 6/12/23 I called to cancel therefore I should not be paying the $50 reinstatement fee either. This seems like a scam from Verizon to charge fees and then make it unnecessarily difficult to speak to anyone or receive any kind of resolution in the hopes that people will just pay the money and give up.

  

  Business Response

  Date: 08/22/2023

  We were able tor each out to the consumer and successfully resolve their concerns. Thank you for bringing this to our attention.

  Customer Answer

  Date: 08/22/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/15/2023

  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.

  I cancelled my families cellular and home Fios on 3/2/2023. I spoke to an agent who said I did not need to return my router and that my service was disconnected. I am now seeing on my bill I was still being charged for home fios service until today when I called again. Verizon stated I never cancelled even when they can see we have not used any of the service and said I didnt call. Ive now been charged $79.99 for 6 months of service I cancelled and did not want or use.

  

  Business Response

  Date: 08/29/2023

  Dear Better Business Bureau,
  Thank you for referring the complaint of ******************************* to our office for review. We appreciate this matter being brought to
  our attention. ******************************* expressed concern regarding the account ending in ********. The customer states she
  cancelled service on March 2, 2023 and still being billed for the service she did not use. ******************************* would like a refund
  for six months of service billed at $79.99 per month.
  Please be advised, ******************************* requested correspondence via email with Executive Relations on August 21, 2023. Our
  records do not indicate a disconnect request on the account ending in ******** until August 2023. We respectfully decline the
  request for compensation. Our office provided this information to ******************************* via email. The customer expressed her
  dissatisfaction.
  We trust that this information will assist you in the closing of this complaint.
  Sincerely,
  Verizon Executive Relations

• Initial Complaint

  Date:08/12/2023

  Type:Product 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 April of 2023 I was provided $100 gift card from verizon. I went online I used this gift card to purchase a battery bank. This order was canceled from Verizon unknown to me. I've spent months calling in to their customer service to get this gift card refunded. I've yet to be successful in getting my money back. I have emails and a receipt from Verizon showing that I was in fact awarded this gift card. And I have a receipt for the purchase of the product that was never delivered.

  

  Business Response

  Date: 08/22/2023

  August 22, 2023
  
  Dear BBB,

  
  Thank you for referring the complaint of ************************* to our office for review. We appreciate this matter being brought to our attention. ************************* expressed concern about a Verizon gift card.

  
  Please be advised, ************** used a Verizon gift card to purchase an item at verizon.com, the item was out of stock and he lost the value of the gift card. We were able to refund ************** the full value of the gift card. We spoke to ************** today and he is satisfied with the resolution.

  We trust that this information will assist you in the closing of this complaint.

  
  Sincerely,

   

  
  Verizon Executive Relations