Business Profile

Telecommunications

Verizon Communications

BBB Accredited Business A Rated by BBB

Important information

Customer Complaint:
Please be advised that due to a high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

4,420 total complaints in the last 3 years.
1,307 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:08/09/2023
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.
Verizon hired contactor ******************** ************** to install fiber optic cable to our neighborhood. On August 1st, 2023, ******************** ************** did so. They destroyed our front lawn and the entire neighborhood. After making numerous calls to ************************************** and Verizon to repair our lawn to its original state, it went no where.
Business Response
Date: 08/24/2023
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 over the destruction of her front yard by a hired Verizon contractor during the laying of our cables.

Please be advised, we have investigated the matter in detail. According to our records, the contractors did in fact have a negative impact on her landscaping beyond the norm. We have filed a damage claim through our insurance company and they have approved the landscape estimate provided by the customer. The customer will receive a check within 3-5 days for the amount requested. We will be keeping our case open until the customer confirms receipt of the check. The customer was happy with this resolution.

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

Sincerely,
Verizon Executive Relations

Customer Answer
Date: 08/24/2023
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. Once I receive the check from *********, which will reimburse me for the damages on my lawn, everything will be satisfactory. Please see attached estimate from landscaper. The landscaper was here today, August 24th, 2023. I paid via credit card. Just awaiting check from *********.

Sincerely,

*****************************
Initial Complaint
Date:08/09/2023
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.
In April of 2022 Verizon Fios tried raising the rates unrealistically and made promises to me about the rates I could lock in. However, they did not follow through. I contacted BBB and filed a complaint. That complaint number is ********. I provided tons of documentation and chat screen shots that showed what was promised to me and they were able to intervene and get me a contract with Verizon Fios for ****** a month for 36 months. In June of 2023, Verizon fios has not started charging me ~ 20 dollars more a month. I am trying to dispute these charges with them but they are telling me that prices have gone up. I disagree with this because a contract means you are locked in. In these chats with Verizon I am having right now, they are telling me they have no record of the contract I am including in this complaint. I am including a screen shot of my contract agreement from 4/6/2022 I am including a screen shot today where the agent says they have no record of this contract and my contract expired in 2021. The verizon chat is not allowing me to send them an image showing my contract that BBB was able to help intervene and negotiate in April 2022. They just claim it doesn't exist. I am hopeful that through examination of my BBB complaint in April along with the information provided today I can go back to simply receiving the rate that was promised to me. I would like to be refunded the additional charges for the June and July 2023 bills and have my bill go back to the agreed ****** amount.
Business Response
Date: 08/15/2023
******* ********* ********* ****
*********************************

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

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

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

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

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 his prices being locked in because he was under a contract.

Please be advised, that after speaking with the customer, I was able to research his account and educate him that he was on month to month billing and that the previous rep who assisted him educated him of this and that his prices were subject to change. He also stated he was working with a chat support representative who looking into lowering his bill and giving him a credit of $19.00 for up to 4 months. As of today, we will close this and follow up with the representative on 09/18 to ensure she communicates with the customer.

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

Sincerely,

Verizon Executive Relations
Customer Answer
Date: 08/15/2023
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:08/07/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Here we go again. Trying to make simple account changes and place an order. All types of problems and inconsistencies.
Business Response
Date: 08/15/2023
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 receiving existing promotional offers.

Please be advised, we have confirmed that the customer is eligible to receive an existing promotional offer. We placed an order to add the promotional offer to the customer's account. We provided the customer with the necessary steps to redeem their offer.

We also placed an order to downgrade the customer's service per their request. We educated the customer on their new monthly charges going forward. We have issued a one-time credit adjustment towards the customer's account that will reflect on the customer's next billing invoice. ******************** indicated that he was satisfied with the information provided and did not have any additional concerns.

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

Sincerely,

Verizon Executive Relations
Customer Answer
Date: 08/16/2023
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:08/07/2023
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.
My home internet bill is usually $10.74, however since December 2022, Verizon **************** has continuously been revoking and reapplying my Fios Forward Discount that I have applied for my bill. I spoke to ************************* (a ** supervisor), who has reassured me that this is a system error, and that my bill should consistently stay $10.74 for the next 4 years, but regardless of this I still continue to face issues with my bill staying $10.74 (as it would change to $30.74.) When I had called again because of the error, I was told that they were investigating and said they would only call me back if there was indeed a problem. I never received a call back but continued to face issues. I tried calling again and had the person on the line speak very rudely to me, yelling at me and proceeded to lie to me saying they were the supervisor (they were not) and that I had reach the max ****** of discount. However, this has happened multiple times, where every month my bill will change back to $30.74, and I would have to once again call Verizon to revert it back, and throughout all the times I have called them I've been given drastically different reasons for why my bill keeps changing. Few people have told me I cannot have Fios Forward Discount because I have an ongoing $20 discount from not agreeing to receive an additional service offered, however it was not supposed to clash and invalidate one or the other.I currently do not have an income at all, and I am disabled so I cannot get a job. I have three children to take care of and who need the internet to get their schoolwork done, and so my bill being $20 dollar more makes a big difference for me, and I would much prefer if I didn't have to call every month because it causes me too much stress. You could contact *************************, as she is the one who has confirmed that I should not be dealing with anymore issues and that $10.74 should be the price of my bill.
Business Response
Date: 08/08/2023
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 his disocunt with us.

Please be advised, on 8/7/23 we confirmed with the customer what his bill would be moving forward. Also we adjusted the account to reflect discounts the customer was expecting.

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

Sincerely,
******
Verizon Executive Relations
Customer Answer
Date: 08/31/2023
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:

Good morning,

My name is ****** *********

My reference ID # *********

I'm writing this because I have a new bill from Verizon and still $30.74.

The person who called said he promised me that he can guarantee $10.74 for 24 months.

Please check the screenshot.

Thank you very much for your time.

Best,

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

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

Sincerely,

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

Business Response
Date: 09/01/2023
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 her bill being incorrect.
Please be advised, on 9/1/23 we spoke with the customer and confirmed that they were getting the discount they had expected
and clarified the customer bill moving forward.
We trust that this information will assist you in the closing of this complaint
Initial Complaint
Date:08/01/2023
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.
Verizon FiOS home phone service has been out for over ******************************************************* yesterday. I called and was told there is a outage in the area. The agent said that Verizon would text my mobile phone with updates, but so far I have received no update.I call back, at 6pm EDT, but the automated system told me that the office is closed.This is a critical service as I it is used for my home alarm system, business, and as an elderly person my critical lifeline to friends and familiy
Business Response
Date: 08/22/2023
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 telephone service on the account ending in ********* The customer states the telephone service was out for more than 12 hours.

Please be advised, the contact information listed on the website is for *************************, the customer's son. Executive Relations spoke with *************************** on August 9, 2023. During the interaction, she confirmed her services were working. Executive Relations attempted to contact ************************* via telephone and email for resolution with limited response. If ************************* has any further concerns related to this matter, they contact us at ************. Any other concerns unrelated to this matter can be addressed by our customer service at **************************** ***************).

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

Sincerely,

Verizon Executive Relations
Initial Complaint
Date:07/31/2023
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.
Received bill today, 7-24-23 for $358.84 for *****'s Restaurant, a business I owned but has been closed since July of 2020. This is the first time to receive this ************ closing and having phone ************ shut off received a bill for $16.20 which I paid. Even thou I paid this they continued to send me a bill. I even returned the bill showing copy of cancelled check that this bill was paid but they continued to send. It got to the point I would just write RETURN TO SENDER. i have no idea where they came up with the $358.84 as you can not call them or talk to a human, have to have a pin number which I do not have as this was not a cell phone but a business phone. I owe them nothing. Again, we closed out all accounts and all past bills were paid when the *****'s Restaurant shut down. I need help in stopping this harassment.
Business Response
Date: 07/24/2023
**** *** **
******* ** **********

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

**** *** ****
Dear BBB,
Thank you for contacting Verizons ****** of ********* Relations regarding *********************************** complaint. In their complaint, received on 07/24/2023, mentioned past due billing notices. *** ******* requested additional assistance in investigating the closed account, and to determine the past due billing amount, and removal of any derogatory remarks to their credit report, should there be any.
Upon further review, weve determined the customers concern should be addressed by FIOS. We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
Sincerely,
*****
********* Relations
Business Response
Date: 08/02/2023
Good Afternoon,

After reviewing the case for ******************************* of *****'s Restaurant, we have been able to address her concerns. ******************** submitted a complaint stating that she disconnected her Verizon services in July of 2020. However, she received a bill for $358.84 on July 24th of this year. ******************** noted that she disconnected line ************ and received a bill for $16.20 after disconnection, which she paid. ******************** asked for assistance with why she was receiving bills for this account when her restaurant is shut down, and she terminated her Verizon services. The account should have been final in July of 2020.

I escalated ************************ concern to our long-distance team for investigation and handling. It was found that the account was disconnected on June 7th of 2023, with a balance of $358.84. The standalone long-distance team has adjusted the balance to $0.00, as of today August 2nd. There will be one additional bill processed and sent out, and the balance should show the zeroed total.

Thank you,

**********************
Initial Complaint
Date:07/29/2023
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.
My Verizon fios service has been unusable since 7/19. I contacted Verizon and they send a tech. The tech determined the problem was on the utility pole and he needed a technician with a telescoping ladder truck to make the repair. However, he also said Verizon requires him to replace the ONT box since mine was 10 years old. I allowed him to make this replacement which, in hindsight, was a mistake. Once the next tech arrived he repaired the problem on the pole but said the box should not have been replaced without a connection. He spent about 1 hr on the phone with Verizon at the box to repair the service and left. However, the service never lasted more than ***** minutes at a time. Every time it went out, I had to call verizon and have their automated system repair the connection. Between 7/20 when the "repair" was made and today I have had to contact Verizon 7 times, each time we waiting approximately 20 minutes. When I attempted to get a technician back, at first they said my service showed as working then finally agreed to send one in two weeks with no restitution for non functioning service. I was able to push the appointment to next Thursday but this still has been more than two weeks without reliable internet assuming it is fixed then. I want Verizon to credit my account for July and August for a total of $79.98. I feel this is fair as, in addition to two weeks of outages, I've spent over 2 hrs on the phone in addition to over 5 hours at home dealing with both techs trying to get my service repaired. Ideally, I would also like to have my original equipment put back since it was never an issue. If that is not possible, Verizon should upgrade my appointment to a level 2 tech who can properly make repairs.
Business Response
Date: 08/11/2023
Hello 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 his internet connection.

According to our records, we have reached out to *********************** on Aug 11, 2023 and confirmed his internet service is now working properly. We also applied appropriate out of service credits to his account. *********************** is satisfied with the provided resolution.

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

Thank You
Customer Answer
Date: 08/18/2023
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:07/28/2023
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.
For being a charged for an additional fee fios promised me a gift card for this incident except I never received it and in addition when called they had no record and ******* was very nice but nothing was sent. Also they have charged me an additional 10 dollars they keep doing this. If I not get a response I will go to the district attorney. Can someone in the business contact me to settle this issue at ************
Business Response
Date: 08/04/2023
Thank you for referring the complaint of ******************************* to our office for review. We appreciate this matter being brought to our attention.******************** expressed concern about billing issues and not receiving a gift card promotion that he was supposed to receive.

Please be advised, we have verified with the customer that the gift card has now been received, the billing has been updated, and the billing has been corrected via an account adjustment.

We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ******************************* has experienced as a result of the above matter.
Initial Complaint
Date:07/25/2023
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 had home internet service with Verizon for a few years, until the end of March 2023 when I moved to an address where their service is not available. I called Verizon on March 13, 2023 to cancel my home internet service effective March 31, 2023.The customer service representative told me that I could go ahead and make my final payment in full and that I would receive a partial refund because my last payment would be an overpayment worth 10 days of service.I made my last payment on March 21, 2023. However, I did not receive the refund.I waited more than 60 days and I contacted Verizon on June 8, 2023. The customer service representative told me that there are two final bills which are generated, and that my first final bill was already delivered but my second final bill was yet to be generated.The customer service representative told me that their financial team would look into this matter and update me regarding my last bill.More than six more weeks have passed and I still have not received my refund.The Account number was ********************** monthly home internet bill was $74.99. My last billing cycle ended on April 10, 2023. Based on my calculations, Verizon owes me a refund of one-third of my bill, which is $25.It is unacceptable for Verizon to neglect to pay me my refund over the course of a total of more than 15 weeks.I am expecting to receive my refund promptly.Sincerely,*****************************
Business Response
Date: 08/04/2023
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 billing.

Please be advised, we spoke with ***************************** on July 27, 2023, and issued an adjustment for the remaining days of service. We received confirmation from ***************************** on August , 2023, that the check for the remaining days of service was received.

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

Sincerely,
**************
Verizon Executive Relations
Customer Answer
Date: 08/04/2023
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:07/25/2023
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.
We changed our mind and cancelled our installation of Verizon Fios home internet service on 3/2/23. Although the internet service had never been installed, I was billed for service we never received. On 4/15/23, I called customer service again and they assured me the account was suspended and I would no longer be billed through autopay. On 6/10/23, I received another overdue balance bill of $151.47. I called again on 6/29/23 and spoke with a customer service rep who assured me the issue has been resolved and I received an email noting the disconnect confirmation. On 7/20/23, I received another bill from Verizon for $129.81. These are fraudulent billing practices as I have never had Verizon internet or equipment installed at my home. I am concerned that this will ultimately result in a negative finding on my credit report. I want Verizon to update my account balance to $0.00.
Business Response
Date: 07/26/2023
Dear BBB,

Thank you for referring the complaint of ************************* to our office for review. We appreciate this matter being brought to our attention regarding ***************************** concern with being billed for unused services and account cancellation.

According to our records, ***************** setup and canceled service **** of 2023.We verified that there was no equipment shipped or installed at home location .

We confirmed the account was canceled June 30, 2023, and advised ***************** that the account has been zeroed and there is no amount owed to Verizon. We apologize for any inconvenience this may have caused.

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

Sincerely
Verizon Executive Relations Team

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