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

  714 S Dale Mabry Hwy Tampa, FL 33609-4409

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:07/22/2023

  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 increased my monthly billing charge from ****** to $203.47 without notice. Once I recognized that the charge had been increased, I contacted Verizon on 6/22 to cancel. Verizon told me they were unable to cancel until 6/26. I returned all of my equipment and Verizon issued a final bill in the amount of $234.63 -- which included the higher rate for one month and the prorated amount of that monthly bill after I tried to cancel. I contacted Verizon today via telephone and offered to pay the $****** and the representative named ******* said he was unable to do anything to the account.

  

  Business Response

  Date: 07/26/2023

  Received: July 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 about not receiving a notification prior to rate increase.  
  

  Please be advised, the rate increase notifications were printed on page 4 of these previous bills; 3/20, 4/20, 5/20.  We reached out to ************** and addressed all his concerns, and he was satisfied with our resolution.
  

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

  
  

  Customer Answer

  Date: 07/27/2023

  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:07/21/2023

  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.

  Where to begin with clown show of a business! For starters, the discounts that I qualified for have not been applied simultaneously as they should be and I was sold on the premise that I would pay $60 for Verizon Fios and $57 for Verizon Wireless however, in total just to start services for both internet/and mobile services I have spent a total of $185.72 and was charged $89.99 for Verizon Fios, 2 weeks after the service was activated! And, to make matters worse Verizon withdrew the money without my consent/and or permission and the agent who set the service up never told me about that my automatic draft date would be the 1st of each month! And, I'm not even sure when my due date is for the Verizon Wireless because a bill has not generated but supposedly my first bill estimate is over $100 dollars which is level insanity! I also qualified for based on my credit eligibility a $200 gift card, an Xbox One S which were both supposed to be sent to me within 6-8 weeks of service activation however, this has not been the case. I accepted both offers while on the phone with the agent who set up my service and still have not seen any notification of the items being shipped to me. Not to mention, today I received an alert that my bill for Verizon Fios would be auto drafted on 08/01 even though I called about 2 weeks ago and was told that a billing due date/auto draft date change had been submitted and would take 3-5 days to process. In turn, I called today and spoke to a less than competent agent who literally was narcissistic and made smart remarks and insinuations, rudely cutting me off and each time that I spoke. Because of the **** poor customer service I received, I disconnected the call and as a result, the agent called me back 6x times! At this point, I feel as though I was scammed, and led under false pretext just so Verizon could profit all while providing **** poor internet and mobile services! I want what I qualified for, a refund, and all of the discounts applied!

  

  Business Response

  Date: 07/25/2023

  We spoke with the customer, and addressed their concerns. They were satisfied with the resolution to this case. 

• Initial Complaint

  Date:07/21/2023

  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.

  It took Verizon 2.5 months to get my Fios internet installed and working correctly. This saga began on April 29th when Verizon first buried a fiber cable in the backyard incorrectly-- you tore up my yard and then later had to bury two more. That original cable is still in my backyard.On May 1, an installation tech came to install the box and mistakenly drilled through the main power meter to my home. They luckily missed a direct hit (which would have likely killed them or destroyed the electric for the entire house), but grazed the wires. The city power company had to come and redo the meter. In the meantime, Verizon instructed me to call an electrician and said they would reimburse me for the cost. That $149 I spent on May 2nd was not reimbursed until June 24th.Since May 2, two more cables have been buried in my yard while a temp line laid across my neighbor's yard while they have been attempting to get one to work.We've had three days when our internet has been out. My partner who works remotely lost those days of work and wages.Only last week, July 14, did they connect the working buried fiber internet cable and take away the temp line that was in my neighbor's yard. It's been 2.5 months of headaches and stress, with the nonworking cable still laying in my backyard. Throughout this time, we have still had to pay our monthly bill while waiting for reimbursement for the electrician cost and from lost wages on days when my partner could not work.

  

  Business Response

  Date: 08/21/2023

  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 issues with getting internet installed and having to have a fiber cable
  buried.
  Please be advised, ******************** services were working properly and cables have been re-buried properly. The customer was
  reimbursed for the electrician visit and was credit for 1.5 months of service. The customer did agree to the resolution provided
  and did request a follow up on August 2,2023 to check and ensure services were still working properly. We attempted to
  contact the customer several times via calls and emails with no response back. We also sent an unable to reach letter to the
  customer and still no reply back.
  We trust that this information will assist you in the closing of this complaint.
  Sincerely,
  Verizon Executive Relations

• Initial Complaint

  Date:07/20/2023

  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.

  The date of the transaction is this past week. My elderly in-laws need to move into an independent living facility one town over from where they live now. They can only use Verizon telephone service in the new place.Their current residence is set up for *******. ******* will allow them to transfer their phone number Verizon will not accept transferring it without an expensive bundle.The phone number is used as an identification for all financial institutions as well as for medical communication. Not being able to transfer their phone number will hinder their access to financial records. They need to make sure all doctors have a new phone number.It is just a mean policy to block elderly people from keeping a phone number as a landline if they are willing to pay for it.

  

  Business Response

  Date: 08/16/2023

  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 porting issues.
  
  Please be advised, we have resolved this issue with ************************. She confirmed today 08/16/2023 that the issue has been resolved.
  
  We trust that this information will assist you in the closing of this complaint.
  
  Sincerely,
  
  Verizon Executive Relations

  Customer Answer

  Date: 08/17/2023

  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:07/18/2023

  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.

  Please be advised that since March 2023 I have been trying to resolve issues with my Verizon Fios internet and they sent out a representative who was lazy unprofessional and late and unethical on a Sunday in May 2023 since then I spoke to four representatives who failed to help they refused to send another tech out there system review stated I had a serious problem with my internet connection but the representatives refuse to let me speak to upper management or to a supervisor my internet gos out every day and my alarm system cameras go out repeatedly I have two modems and there still go out poor service this is why I left ******* when Verizon supposedly to have the best service I have know internet connection some days this is unexceptable please help me in resolving this matter thank you.

  

  Business Response

  Date: 07/27/2023

  Dear BBB,
  
  Thank you for referring the case of ******************* to our office for review. We appreciate this matter being brought to our attention. ******************* expressed concern about his Verizon service having intermittent service outage since March 2023. ******************* requested that Verizon's **************** research his service concern and offer a resolution. Please accept this letter as Verizon's response to his concerns.
  
  Upon receipt of this case, Verizon **************** completed a thorough investigation.  According to our records it has been determined that a Verizon Service Technician has been dispatched to ******************* service address, on 07/21/23, to address this matter.
  
  Verizon's **************** has spoken to *******************, on 07/27/23, and informed ******************* we are closing out the BBB case.
  
  ******************* informed Verizon that ******************* was ok with us closing out the BBB case and all concerns have been addressed.
  
  We trust that this information will assist you in closing this case.  We apologize for any inconvenience that ******************* has experienced as a result of the above matter.

  Customer Answer

  Date: 07/28/2023

  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.
  
  

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

   

  Verizon case was resolved today and I thank you for your help outstanding leadership in protecting the customers Rights under the law Thank you again.

   
  
   
  
  

• Initial Complaint

  Date:07/17/2023

  Type:Delivery 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.

  7-6-23 I purchased 2 verizon fios tv remotes ($*****) order #*************. I never received them. On 7-15-23, I looked at my on line account & saw it was delivered to the wrong address, *************************************************************, instead of *********************************************************. So I called *************************** told me they could not refund me because it was already processed & shipped out. So I had to place a new order #************* (*****) because I needed it (I need closed caption button-deaf). On 7-17-23 I seen again, it was shipped to *************************************************************,. I cannot get ahold of verizon customer service. This will be billed to my on line account for August 25, 2023. I wanted to get my billing adjusted properly. I believe this was a random scam / fraud. How did my order go to the wrong address when I always paid my bill using my correct address?

  

  Business Response

  Date: 08/29/2023

  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 regarding a recent accessory purchase made on her account that was sent to the incorrect address. 
  
  According to our records, we confirmed with *********************** remotes have been shipped to correct address and we have credited the charges for two remotes due to issues with previous orders. 
  
  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.

  Customer Answer

  Date: 08/30/2023

  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:07/14/2023

  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 device protection plan through Fios. My son's Macbook finder app went bad so I filed a claim with verizon device protect. I paid $99.00 for the deductible. Verizon/******* told my son to take it to U break I fix for repair in *******************. U break I fix was unable to fix the Finder app so It was sent the depot at Asurion. My son removed the activation lock on on 6/5/23 remotely at no time did U break I fix informed my son to do that before it was sent to the repair shop so he did it remotely though his iCloud account. The product was shipped back not working on 6/6/23. I called Verizon protection plan again on 6/10/23 and told them it was still not working right. It was sent back to U break I fix a second time on 6/13/23 at that time my son gave U break I fix the passcode to get into computer to look at it. U break I fix sent it back again to ******* for repair but they did not tell ******* the passcode to fix they told my son it was the Ram this time. ******* received the laptop on 6/15/23. We never heard back from ******* until today 7/14/23 by telephone. They called me saying they need the passcode. I told them I didn't know the passcode because my son wasn't home and it was his birthday. They told me if I don't give them the passcode they are going to return the device unrepaired. First of all they had the device for over a month just setting there and U break I fix should have supplied passcode. Or they could have informed my son they needed it again a month ago. The device was over $1500 or more and they keep holding it knowing they can't repair it . They called me out of the blue just for an excuse to deny the claim. My son need his Macbook for college next month and Asurion/ Verizon device home protect is giving me the run around just so they won't have to replace the laptop. At this point I think the device is unrepairable. I got an email from ***** on 7/3/23 saying that it is going to be sent to a third party for repair that they been repairing it. They deny this email was sent but I have it for proof

  

  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 her son's Macbook being fixed.
  Please be advised, Verizon has spoken to ******************** about the Macbook laptop. After speaking with the customer she
  stated that Ubreak Ifix had the laptop and was unable to access the laptop due to needing the password of the device. The
  password was provided to Ubreak Ifix and it was sent back to Asurion. ******* kept the equipment for almost a month then
  requested to have the password. Verizon contacted ******* and conferenced *************************** on the line to advise of
  ******* still having the device and just needed the password to access it.
  After some time and speaking with *************************** on a separate date, ******* had offered an amount to the customer due
  to they were not able to fix the laptop. Per ******* the amount was declined and they would replace the laptop with a
  refurbished device. Currently, due to the equipment being refurbished, the customer stated the case manager offered a new
  device to her. I have reached out to the case manager and was advised they have submitted a request with their buyout team to
  see if ******* was able to provide a better offer. At this time, due to the issue is now with Asurion, Verizon is closing the case
  with the permission of the customer.
  We trust that this information will assist you in the closing of this complaint.
  Sincerely,
  Verizon Executive Relations

  Customer Answer

  Date: 08/14/2023

  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:

  Reference ********
  Verizon did not resolve my concerns regarding ******* through Verizon Device protection plan. I got a call today 8/10/2023 from ****** with executive relations. He was very rude to me and told me that Verizon cant resolve my issue with ******* and why I was coming to them with this and I informed him that Verizon offered the warranty plan to me and that I pay a additional $25.00 for the protection through Verizon home device protect. I was really shocked that he talked to me like that. He told me to take my complaint to ******* and not them. My son is still without a MacBook. ******* sent the wrong replacement. My son MacBook was deemed unable to fix on 7/17/2023. No one informed me until I called to check. ******* was not updating me on the repair. They had the MacBook since May 2023. ******* shipped it back the first of June and it still was not fixed. This one 6/16/2023. I got a call on 7/14/2023 asking for a password at that point they had the computer for over a month. U break we fix should have provided them with the password. The password was provided on 7/14/23 when my son gave it to me. I provided it again on 7/17/2023 with Sky from executive relations on the phone with *******. I was promised a new MacBook on 7/28/2023 because of all the issues I had with ******* and Verizon the back and forth and nothing getting done. On 7/31/2023. I received a call from ***** trying to offer me a replacement with only 512 g of memory and 8 Ram. My son was home at the time and he told me his computer had 1 TB of memory. I informed ***** that I was promised a new computer and that the memory is not compatible with my son computer. She later called me the same day offering me a computer with 16 Ram and I TB of memory. I asked her was it new and she said she didnt know. I called ******* back and ending up accepting the computer on 8/3/23. My case manager is ******** at Asurion. On 8/9/23 my son was sent a computer with 8 Ram and 256 gbytes of memory way less than what he had and it is refurbished, I called ******* immediately and told the mistake was made. I am yet to receive a replacement label to send the wrong computer back. My son goes back to school on 8/16/23 and we dealt with this the whole summer. Today 8/10/23 I talked to someone name ******** in purchasing and provided photos that it is the wrong device. Still I have yet to receive a return label. I called Verizon for help but I was talked to very rudely from ****** at Verizon executive relations poor customer service. All I want is that my son receive a 16 Ram computer with 1 TB of memory MacBook like I accepted. At this point Im not please with Verizon or Asurion. I was promised a new computer but I got a refurbished device that is not compatible to the my son original computer that I paid $1750 for in 2020. The warranty is up to $2000.00 so I dont know that wont replace with a new one as promised or at the least a MacBook with 16 Ram and I TB of memory. My son has no computer for college this is so sad. Im a widow and feel awful myself that he has to go through this back and forth.
  
  
  Sent from my iPhone 

   

   

   

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

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

• Initial Complaint

  Date:07/13/2023

  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.

  Verizon/MCI hired contractors to install ground wiring in the back of my home. The dug up, damaged and destroyed concrete and have left a dangerous unsafe condition for me and the general public. I have tried calling and faxing with no resolution. I would like the issue repaired and to be compensated for hardship.

  Customer Answer

  Date: 02/21/2024

  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:07/13/2023

  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 Verizon service for two years now and its been the worst service I ever had . I pay $300 a month faithfully for really bad service, Verizon tells me my area is not a good area but that shouldnt be my problem. The tech support always does the same old test that never works. Verizon sent me an extender that helps a little but still doesnt fix the problem. I get calls from friends and family but no one can hear me. I got numerous of dropped calls, its been a very bad experience. I expect much better services for the amount of money its costing me a year out of my pocket. I believe they really need to compensate in some kind of way for these ongoing inconveniences because Im wasting a lot of my hard earned money on mediocre services.

  

  Business Response

  Date: 07/13/2023

  Thank you for bringing the concerns of ******************************* to our attention. Upon review of this complaint, it has been confirmed that this issue belongs to Verizon Wireless. Please redirect this complaint to Verizon Wireless. 

  Kindest Regards, 

  Verizon Executive Relations

  Customer Answer

  Date: 07/13/2023

  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:07/12/2023

  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 recently moved, stopped my previous ************* and started a new one at my new address. The agent who helped me during this process told me I would be only charged $89 at the end of the first month, but now my bill says $173. When I contacted customer service, they told me it was because I made the change in the middle of the billing cycle. But I repeatedly asked the agent the amount when I was starting my new ************* she told me I would only be charged $89. I would reconsider my choice to continue with Verizon if I was given information about this extra fee. I would like an adjustment to my current bill.

  

  Business Response

  Date: 07/10/2023

  **** *** ****
  
  
  Dear BBB,
  
  Thank you for contacting Verizons ****** of ********* Relations regarding ***** *********** complaint.  In their complaint, received on 07/10/2023, ***** ********* states their issue is with their FIOS account.
  
  Upon further review, weve determined the customers concern should be addressed by our Verizon Wireline team.  Per BBB guidelines, please forward Busra *********'s 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: 07/20/2023

  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.
  Please be advised we explained the bill with prorated charges to the customer. She understands and does not need any further
  assistance.
  We trust that this information will assist you in closing this complaint.
  Sincerely,
  Verizon Executive Relations