Complaints

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

close

Find a Location

Verizon Communications has 180 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Verizon Communications

  140 West Street New York, NY 10007-2141

  
• 

  Verizon Communications

  1300 I Street, NW, Suite 400W Washington, DC 20005

• 

  Verizon Communications

  PO Box 388 Troy, NY 12181

• 

  Verizon Communications

  P O Box 1100 Albany, NY 12250

• 

  Verizon Communications

  PO Box 92833 Rochester, NY 14692

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:06/27/2023

  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.

  Despite cancelling our commercial account on 3/31/2023, ********************** sent ** to collections for ****** May, and June ******** We have proof of payment through 3/31/2023. Verizon acknowledges that we cancelled our account as of 3/31/2023 and that their system was taking longer than expected to close out our account. On 6/15/2023, I spoke with *************** in their ********** office, who advised me that everything was fine and to ignore their past due statements. On 6/17/2023, I received a notice from a collections agency.

  

  Business Response

  Date: 07/25/2023

  Thank you for referring the complaint of *** ********************* to our office for review. We appreciate this matter being brought to our attention. ****************** expressed concern regarding disconnection and continued billing related to telephone service on his account.  
  
  We made contact with ****************** to discuss his concerns.  He provided background regarding his request to disconnect his service as of March 31, 2023, as well as the continued billing issues with invoices on his account generating through June 9, 2023.  We agreed to refer the matter to our Business Office and IT teams for review.  The Business Office and our IT teams investigated the issue and identified system issues that delayed disconnection of telephone service and allowed the billing to continue.  
  
  The system issues were resolved and ******************' telephone line was fully disconnected and his account was finalized.  Additionally, a credit of $211.34 was manually applied to ******************' account to zero the balance.  Please note that we left a voice mail message for ****************** confirming the resolution as well as the credit of $211.34.  We also confirmed that the account balance is now zero.
  
  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: 07/26/2023

  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:

  While I am glad that the billing issue eventually got resolved, and the Verizon rep was very responsive and professional, there is a much larger issue here that has not been adequately addressed:  why was our account sent to collections when the only remedy to the situation was on Verizon's end, which they were aware of and had communicated with me about previously? I have not received an adequate explanation for being sent to collections.

  Once notified by the BBB, Verizon seemed ****** focused on resolving the account issue, which is fine and dandy as I knew we were not responsible for paying anyhow. Ultimately, though, there must be some changes made to Verizon's collections process. One would hope that Verizon would not simply send an account to collections without first verifying the merit and circumstances of an account. As the bill resolution was entirely on Verizon's end to remedy, how could we have prevented being sent to collections? By continuing to pay for an account that we had requested disconnection on months prior? That does not seem very fair or practical, especially as we would have likely had to hound Verizon for a refund later. Had I not reached out to BBB, I seriously doubt that Verizon would have suddenly resolved their so-called "technical" issues that prevented our account from being closed.

  I tried contacting Verizon to discuss this matter after receiving the collections letter, but could not get through to any Verizon rep as that matter had already been forwarded to collections. The collections company had no sympathy which, in their defense, is likely due to not having a background on our particular situation. So why did Verizon send our account to collections when the resolution could only be accomplished on Verizon's end? What is the next step in getting Verizon to stop their aggressive collections process, the FCC?

  
  

   

   

   

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

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

  

  Business Response

  Date: 08/02/2023

  Thank you for referring the complaint of *** ********************* to our office for review. We appreciate this matter being brought to our attention. ****************** expressed concern regarding collections practices related to continued billing on his telephone service account.  
  
  We made contact with ****************** and he provided background regarding his concerns with collections related practices.  We confirmed that we worked with our Financial Services team to place a hold on his account as well as to pull the balance that was referred to an outside collections agency while we resolved the billing and systems related issues.  We informed ****************** that the balance went to an outside collections agency in error as the dispute on his account was valid.  
  
  While speaking with ******************, we also confirmed that Verizon did not place or report any negative or derogatory remarks to credit bureaus for him or for his business.  Additionally, we reconfirmed that this matter has been fully resolved as ******************' telephone line was fully disconnected and his account was finalized.  Additionally, a full retroactive credit of $211.34 was manually applied to ******************' account to zero the balance. 
  
  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: 08/03/2023

  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:06/23/2023

  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 neighbors and I have Verizon wireless cellphone service. We dont get good service in our neighborhood. We barely have one bar of service. My family and I have to use wifi to make and receive calls and use the internet. Several of my neighbors have canceled their service with Verizon and signed up with *** and *******. My neighbors that are signed up with *** and ******* are saying they have excellent service in our neighborhood. I need Verizon to fix it's service in my neighborhood that my neighbors and I paying for, are tell us that they can't so we can switch our service to ***.

  

  Business Response

  Date: 06/26/2023

  Dear BBB

  
  Thank you for referring the complaint of ******* ******* to our office for review.  We appreciate this m***er being brought to our ***ention.  ******* ******* expressed concern over the quality of their cellular service.  This customer is outside of the Verizon Fios footprint. 

  
  Please be advised this m***er has been determined to be a Verizon Wireless issue and must be redirected to them for proper handling.

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

  
  Sincerely, 
  Verizon Executive Relations

  
  

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I have filed a BBB complaint against Verizon Wireless.
  
  
  
  Sincerely,
  
  
  
  ******* *******
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:06/23/2023

  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 has predatory practices in regard to internet only services. I disconnected my service mid-way through the month and they charge me the full month's balance. They will not prorate bills per the disconnecting date.

  

  Business Response

  Date: 07/07/2023

  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 final bill and charges. Please be advised, we have address the customer's concerns and resolved the issue.
  

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

   

  Sincerely,
  Verizon Executive Relations

  Customer Answer

  Date: 07/07/2023

  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:06/22/2023

  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.

  I attempted to move my services then Verizon increased my service rate, disconnected my services prior to my scheduled disconnected date, required ** to pay an installation fee, and then cancelled my transfer request due to a system issue without any notification.

  

  Business Response

  Date: 06/29/2023

  Dear BBB,
  
  
  
  Thank you for referring the complaint of**** ********* our office for review. We appreciate this matter being brought to our attention. ************************* concern about his move order and the increase in his Verizon services.
  
  
  
  Please be advised that the install was completed, the technician visit set up fee has been waived and the existing Connections Discount & Auto-Pay and Paper Free Discount were properly added back to the account.
  
  
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  
  
  
  Sincerely,
  
  
  
  Verizon Executive Relations

• Initial Complaint

  Date:06/21/2023

  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.

  I have applied for the "affordable connectivity.gov" program for those that qualify for assistance with internet. I contacted several times the Verizon Fios and spoke with several Verizon employees.who seem to not understand or be able to connect with my approval for $30 a month towards my internet connection with Verizon. My application was approved "************ for the program. Today, I spoke with ****** from the ** location, and she reiterated my approval. She said that I should report Verizon to Corporate or find another carrier. Since this has happened several times and I can not get any positive assistance I am filing a complaint with Corporate Headquarters.Thanks for reaching out to us for help. We've processed your request. To recap, here's what we've done:The Affordable Connectivity Program (***) discount has been denied as proper consent has not been provided. Please note, If you are transferring your benefit from another provider, your consent for this transaction is required. Please use this link and log in Verizon.com/acpconsent or contact us at ************** to review our terms and conditions and provide the consents required by the *** to enroll in the *** program.The Affordable Connectivity Program (***) discount has been denied because the name provided on our application when you spoke to a Verizon representative is different from what was provided on your **** application and on your Verizon Wireless account. If the name on your **** application and our billing system is correct, contact our customer service team at ************** to resubmit a correcting application. If the name on your **** application and in our billing system is incorrect, please resubmit another application to **** via ***Benefit.org with the correct If you need anything else, please visit us online or in the My Verizon app.

  

  Business Response

  Date: 06/14/2023

  Thank you. 

  

  Business Response

  Date: 06/29/2023

  ******* ********* ********* ****
  *********************************
  ** *****
  ******** ** *****
  
  **** *** ****
  
  
  ***  ***********************
  *************************************************************
  **********
  ****** *** ********
  ********* **** *** ****
  
  
  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 having difficulty getting the Affordable Connectivity Program (***) benefit applied to his Verizon account.
  
  Please be advised, our customer service team spoke with the customer on 6/22/23 and applied the *** benefit with an effective date of 5/23/23. Upon review of the customer's latest bill (6/27/23), Executive Relations confirmed that the *** benefit along with the Fios Forward discount were both applied to the account on 5/23/23, offsetting the customer's monthly charges. We have spoken with the customer and have advised that the discounts are in place and impacting the Verizon Fios bill and that they have no impact on the Verizon Wireless account billing. The customer indicated that he understood.
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations
  
  

• Initial Complaint

  Date:06/15/2023

  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 a stellar payment history with Verizon, I have both Wireless and Fios, and in the two and a half years, I've been with this company, i have never been late on a payment, so much as a day. Like clock work, every other paycheck, I go to my Verizon folder, and pay my wireless bill, and my fios bill like clockwork, I work from home so my internet is my livelihood, this morning, I received a payment notification for my wireless account and not fios, I checked my bank account, and see that both my fios, and wireless charge were succesfully drawn from my account, however my fios payment is still showing due. I first reached out to the chat representative, who was so inarticulate, chat was rife with mispells, I couldnt' interpret the converation, and asked for clarification, he became rude, and advised that He suggested I waited. I called the customer service phone number, the first rep, began to speak about a grace period, and replacing a payment, so I hung up and called back, and waited another 45 minutes to speak with a supervisor, who refused to transfer me, however told me to ask for a supervisor when I spoke with financial services, she must have gave her opion of me, because this rep, began to chastise me like a child, and told me what I shouldn't worry about, and how my payment is not even due yet, and that I misinterpreted the reps, and took it out of context, apparently they noted me negatively because they spoke to me with such a disgusting disrespect, each interaction became more, and more hostile. The tone and the temperament, the gang mentality of speaking to me as a harshly as they could, has me furious, it is not even about the payment not processing like it normally did and showing the fios payment outstanding, it is about the lack of ability to speak to a customer with any type of compassion or civility ."What are you worried about youre not even due yet" And you are interpreting things the way they aren't meant, is. Disrespectful, uncaring.

  

  Business Response

  Date: 06/22/2023

  Good Afternoon, 

   

  We contacted customer to go over complaint. We were able to address all of their concerns. Customer is now satisfied 

   

   

• Initial Complaint

  Date:06/13/2023

  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 has repeatedly made false promises and false claims to sell services they have no intention of providing. They also misinform or flat out lie to customers to make sales. I recently signed up for a new service plan after realizing Verizon raised our rate (without notice) to $200 a month for triple play with Gigabit (which by the way isn't even remotely close to as fast as advertised)after having signed up for a deal several years ago for $64.99 a month for 2 years. I was also supposed to receive a promotional gift card prior to this and never did and just found out that it was cancelled. After a year of service at our promotional rte the rate skyrocketed at which point i spent hours on the phone explaining that we were guaranteed two years of triple play with gigabit for $64.99 and it had been only a year and they were "unable" or more likely unwilling to match the promotional price we agreed to but they managed to get it to $69.99 and after 6months maybe it skyrocketed to $200 again and has cost that ever since. This is blatant fraud. Now we have signed up for a new plan for $99 and were promised another gift card that I was specifically told would show up after a month (much like the original from 5 years ago that i never got).After talking to multiple chat bots, dialing through a terrible automated system intended to reduce phone calls by being terrible, I was then told that the gift card needed to be activated despite previously being told it would show up in the mail in a month. Upon trying to activate it i noticed that out supposedly expired today which luckily I happened to call. After attempting to activate it it was given errors several times, at which time gift card services told me it was a known error. I finally got it activated and have not gotten it in my email as stated. Verizon makes promises and sells promotions but doesn't explain the steps to get the promotional knowing that the time expires and they don't have to pay it out.

  

  Business Response

  Date: 07/11/2023

  The following response represents Verizons full investigation and resolution of the **************************** dispute. Please be advised that
  ************************************* has been notified that Verizon's position is final and, absent additional facts, no further action will be taken.

  
  According to our records, we have issued the customer the correct *************************** electronic gift card for the promotion he qualified for; no further
  action is required. The security department was advised of the potential fraud. The customer's complaint regarding alleged credit card
  information theft could not be fully resolved due to a lack of cooperation from the customer and insufficient details provided to conduct a
  thorough investigation. Security has determined that the executive relations department's handling of the situation was appropriate. Therefore,
  the case has been deemed unfounded.

  
  [Verizon stands by the previous response and no additional credits are due. If additional credits are issued for this matter, they will be
  reversed.] Accordingly, Verizon requests that the BBB take this into consideration when reviewing future complaints from ************************************* on this matter.

  
  Sincerely,
  Verizon Executive Relations

  Customer Answer

  Date: 07/11/2023

  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:

  [Your Answer Here]

   Verizon has now deleted from my account any proof of the $250 Giftcard as to further gaslight me.

  It was present and visible, showing as canceled on my account, account number ******************* 

  I realized they had repeatedly lied to me and misinformed me about how the Giftcard incentive was redeemed. 
  

  I was told on multiple occasions at different times for different individual unrelated incentives that the Giftcard would be sent to me via email or mail without me needing to do anything. I was never informed or instructed of the complex and very limited redemption process. 
  

  For the recent $200 Giftcard incentive I finally was able to redeem it after repeated glitches, Known errors, and systems seemingly engineered to glitch and fail. 
  

  Prior to this incentive of $200 we had signed up for  a new plan earlier than this and were promised a $250 Giftcard that was never delivered. I was also told that this would be delivered to me without me needing to intervene. It was never delivered and until I filed this claim it was visible and shown as canceled on my account. Since filing this claim it has not shown in my account and must have been deleted altogether to eliminate evidence of their blatant fraud. 

  Verizon has denied any wrong doing and has now eliminated evidence of their own wrongdoing. 
  

  Verizon and its associates throughout the world have no issue stealing from customers and blatantly lying to defraud customers of incentives promised in exchange for signing up for Verizon services. 

   

  Attached are the screen shots of the fraudulent charges by Verizon associate(s) to my card that occurred exactly when I was attempting to purchase my phone while standing in the Verizon store. The charges were not present immediately prior to entering the Verizon store. 

   

  Despite being the proper file type and appropriate size, the web application will not allow me to upload my screen shots of the charges to my card.  

   

   

   

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

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

• Initial Complaint

  Date:06/09/2023

  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 am supposed to get a $400 gift card from Verizon for signing up and the portal has that it is still processing after 2 months and expires on 7/23/23 Fios Welcome bonus $400 **** gift card registration/status $400 **** Prepaid Card 07/22/2023 Reward status: Processing Thanks again for redeeming your Fios reward.You can come back any time to review the status of your reward.

  

  Business Response

  Date: 06/21/2023

  Thank you for referring the complaint of *** ************** to our office for review.  We appreciate this matter being brought to our attention.  In his complaint, ********************** expressed concerns about not receiving his gift cards after installing the Verizon service. 

  We spoke to ********************** on June 19, 2023 and discussed the issue.  ********************** advised that he had experienced delays in getting the gift card he was promised.   A review of the account found that there were some issues with the fulfillment vendor which have caused delays in receiving the gift card.   We advised ********************* that the gift card had been sent for manual processing and should arrive by July 11, 2023.  

  We will continue to keep this case open internally until we can confirm with ********************** that he has received the gift card.   ********************** also has our contact information should he need to contact ** regarding this matter. 

  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.  

  
  
  Sincerely,
  
  
  ****
  Verizon Executive Relations

  Customer Answer

  Date: 06/21/2023

  Better Business Bureau:
  Verizon has asked that this be left open till I receive the gift card.

  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.Verizxon has asked 
  
  Sincerely,
  
  **************
  
  
  
   
  

  
  

• Initial Complaint

  Date:06/09/2023

  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 experienced several panic attacks and emotional distress since February 2023. I an not going into detail.
  
  Someone look into my account and my notes and contact me with the issue resolved.
  
  If my services are disconnected again--I am filing a lawsuit.
  
  I went 3 weeks without services because I no longer had the mental capacity to reach out.
  
  I just went another 2 days without services because the representative advised she would restore and the system would allow me to speak with a person.
  
  I quit my Verizon job and leaving Verizon as a customer is next BUT I WILL PURSUE LEGAL ACTION FIRST. I HAVE TOO MUCH PROOF AND TOO MANY NOTES AND TOO MANY CALLS TO STILL BE DEALING WITH THIS
  LOOK AT MY ACCOUNT. **********
  REVIEW NOTES AND CALLS AND CONTACT ME WITH THE SOLUTION.
  
  IF MY SERVICES ARE INTERRUPTED AGAIN AFTER THE 21ST OF THIS MONTH--I WILL BE HAVING A FOLLOW-UP CONVERSATION WITH A LOCAL LAW FIRM.
  
  I HAVE PSTD and Verizon had a hand in me giving up on my job with russell cellular.
  
  The incompetence I have had to deal with has literally changed the course of my HEALING as I strive to maintain a stable mind.
  
  Verizon has some changes they must make before the class action lawsuit yall deserve is filed.
  
  I'm not going into detail with anyone else unless is for financial compensation for MONTHS AND MONTHS OF NEGLECT, WRONGDOING, FAILED REQUESTS, BROKEN PROMISES, NO CALLBACKS AND NO FOLLOW ***--I DONT WANT TO SPEAK TO ANOTHER SUPERVISOR OR LEAD.
  
  I EXPECT TO HEAR FROM AND EXECUTIVE REPRESENTATIVE and they need to be AWARE of what my issues are by review my notes on my account and reviewing calls if they deem necessary.
  
  I have had enough of being thrown off the course of my day, week, month and MENTAL PROGRESS.

  

  Business Response

  Date: 06/26/2023

  Dear BBB

  
  Thank you for referring the complaint of ****** ******* to our office for review.  We appreciate this matter being brought to our attention.  ****** ******* expressed concern over billing issues with her phone provider.  This customer is outside of the Verizon Fios footprint. 

  
  Please be advised this matter has been determined to be a Verizon Wireless issue and must be redirected to them for proper handling.

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

  
  Sincerely, 
  Verizon Executive Relations
  

  
  

• Initial Complaint

  Date:06/08/2023

  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 contacted Verizon to cancel my internet service. After ******************************************************************** from cancelling through threatening of undisclosed fees and penalties my service was disconnected. I requested it be disconnected on 6/9/2023 but it was disconnecte d6/8/2023. The agent ended the chat and deleted the conversation before I could get a copy. I was told that because it was an internet only service I had to pay the full bill even though I cancelled it before the bill was due. My monthly internet charge was *****, my router rental was $20. After cancelling I received a bill for over $180. I cancelled due to poor service and terrible customer support which I experienced all the way till the end. Verizon uses intimidation and manipulation to try and prevent customers from leaving. These are predatory practices and companies should not be allowed to treat people this way. My supporting documents will be the chat log once Verizon provides them.

  

  Business Response

  Date: 07/06/2023

  ******* ********* ********* ****
  *********************************
  
  ******** ** *****
  
  **** *** ****
  
  
  ***  *******************************
  
  ******** **
  **********
  ****** *** ********
  ********* **** *** ****
  
  
  Dear Better Business Bureau Serving Metropolitan ********,
  
  
  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 concerns about in interaction with Verizon when calling to cancel his service and the amount advise owed to Verizon. 
  
  Please be advised, we have educated ********************** on his final billing with Verizon.  ********************** was assessed 2 return payment fees April 6,2023 and May 4. 2023. As a courtesy, we provided credit to one of those fees and sustained the other. ******* did not agree with the charges and canceled service on June 8, 2023. In his contacting our chat agent he also did not agree with the process in which our agent advised him of the Verizon Customer Agreement. We value ******** feedback and take the concerns of all customers seriously. ******************** account is closed and amount showing due is correct. We will  provide feedback where it is needed so we can continue to provide the best customer experience.

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