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

4,446 total complaints in the last 3 years.
1,335 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:10/19/2024
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.
You are reporting fraudulent accounts on my credit report. I ask for a full discloser on my credit report. I never received my sign signature, original contract or any information about this debt. I never received any information about this debt. By law after 30 days this debt is not mine. Cease and desist all reporting of this debt asap. You are repotting fraudulent information on my credit report. ****** all these fraudulent accounts asap. Stop calling me and harassing about this debt that i never applied for. You are reporting fraudulent information on my credit report. Delete this account asap. You have violated my rights and reporting a account that has never been verified. Delete asap.
Business Response
Date: 10/31/2024
******* ********* ********* ****
**************************************************************************

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

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

**********

****** *** ********
********* ******* *** ****
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 credit reporting.

Please be advised, Verizon based on the information provide, we were unable to locate any information for this customer. We made several attempts to reach *** ***** using the contact phone no. that was provided but was unable to do so. We mailed an unable to reach, please contact us letter to the address provided on the BBB complaint, the customer is unresponsive, we were unable to resolve *** ****** concerns.

We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at **************************** or the My Verizon app. Thank you.

Sincerely,

****** *.

Verizon Executive Relations Team
Initial Complaint
Date:10/17/2024
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.
October 9, 2024 Continued homeowner harassment by Verizon ************ employees on the block going door to door, despite repeatedly stating I am not a customer and have no interest in the service, and that I was in the middle of caring for an elderly person who needed immediate attention. This employee would not leave my doorstep and refused to take no for an answer when I said I did not have the time to speak with them, due to caring for an elderly person, who I was in the middle of wound dressing changes with. This happened more than once within several hours, with the same person returning and aggressively pushing a survey and sales pitch that I had no interest in, and both times would not leave my property when told immediately that I had no interest.
Business Response
Date: 10/10/2024
October 10, 2024

Dear BBB,

Thank you for contacting Verizons Office of Executive Relations regarding Daniel Hall's complaint.  In his complaint, received on 10/10/2024, *** **** states issue is dealing with FIOS soliciting in his location for internet services and requests not to be contacted by FIOS.

Upon further review, weve determined the customers concern should be addressed by our Verizon Business team. Per BBB guidelines, please forward ****** ****** complaint to the appropriate Verizon Team.

Email:            *********************************************************************
Address:        ******************
****************
Fax: ************

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

Sincerely,

******
Business Response
Date: 10/18/2024
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 about an aggressive door-to-door sales experience.

Please be advised, Verizon has identified the responsible party and the ****** ****** concern will be addressed internally. ****** ****** contact information has been added to Verizon's Do Not Call, Do Not Mail, and Do Not Knock lists. We have advised to allow up to 90 days for the various marketing channels and campaigns to be updated with the Do Not Solicit status. We apologize for any inconvenience this may have caused.

We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at **************************** or the My Verizon app. Thank you.

Sincerely,

Verizon Executive Relations Team
Initial Complaint
Date:10/17/2024
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.
Deceptive business practices, improper billing, impossible to get a hold of anyone to resolve issues, hours on the "customer service" phone only to be hung up on and start over again. Over 10 years of troubleshooting, having equipment replaced, just to start all over again when I call back. Every item in my house has been replaced numerous times. Two neighbors having the same issue, and they are hooked into the same box in my yard as I am. I have tried to get them to check the box, no one will do it.
Business Response
Date: 10/23/2024
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 his services.
Please be advised, a technician was dispatched out to *** ********* home and was able to resolve his service issues. We have followed up with *** ******* after the visit to ensure services were still working properly.
We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at **************************** or the My Verizon app.
Thank you.
Customer Answer
Date: 10/23/2024
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.
Thank you for your service and getting someone to finally call me as well as someone to fix the service. Mr. *** *******, ************ caused more issue's by not excepting my calls or returning my calls. He claimed he knew nothing about this issue although his name was on the work order. Letting it be known, I left estimated 6 voice mails, not one call back.

Sincerely,

***** *******
Initial Complaint
Date:10/14/2024
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.
I ordered Verizon services on 9/30 and was immediately dissatisfied. I attempted to cancel the next day, but due to issues with Verizon's customer service, I was unable to do so. Since then, *** tried to cancel my service via chat on three separate occasions. Each time, despite multiple requests, the chat agents kept offering alternatives, and after nearly 45 minutes of back-and-forth, I had to disconnect. The agents consistently delayed the process. Its now been almost 14 days, and I still haven't been able to cancel my services. Today, I requested a callback from the Verizon website three times. Each time, the call came through but dropped shortly afterward.
Business Response
Date: 11/11/2024
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 trouble getting her services cancelled.
Please be advised, upon receipt of this inquiry, l spoke to the customer on 10/15/24 and cancelled all her Fios services. We have made the appropriate bill adjustments based on the time of service, and *** ****** will receive a refund in 15 business days. We reached out to *** ****** and advised her that a full refund has been processed. We also advised the customer to return all the equipment to avoid unreturned equipment charges. *** ****** was satisfied with our resolution.
We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at **************************** or the My Verizon app. Thank you.

Sincerely,

Verizon Executive Relations Team
Initial Complaint
Date:10/12/2024
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.
I have spoken with 4 separate representatives to resolve a billing error on my account and have been told charges will be removed. They have not, and in addition, am now receiving late charges as well. I am being charged for a device that was returned. Per the tracking number ****************** given to me by Verizon, they received the returned device on July 17, 2024. Support request #: ***************** Support Request #: **************** Support Request #: *****************
Business Response
Date: 10/28/2024
October 28, 2024
Dear Better Business Bureau,
Thank you for contacting Verizons Office of Executive Relations regarding ********* ****** complaint. In the complaint received
on October 28, 2024, the customer expressed concern regarding a ********************** Wireless Account.
Upon further review, **** determined the customers concern should be addressed by our Verizon Wireless team. Per *************************************** guidelines, please forward ********* ****** complaint to the appropriate Verizon Team.
Email: *************************************************************************************
******** ** ** *** **
*********************
We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
Sincerely,

Verizon Executive Relations Team
Initial Complaint
Date:10/10/2024
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 been a customer with ********************** wireless for a few years. I have filed complaints against them before to only get assigned a representative who decides to not address the issue but rather justify every action that has been done on my account. I have noticed significant increases on my bills every month, Forcing me to carry my phone service over to a different provider. I am currently still Receive home internet from Verizon. My bill is supposed to be ***** per month. On September 25th my services was abruptly suspended without notice. I paid the $128 past due amount to restore service. The same day I received a notification stating my account was due to be suspended on October 6th. I reached out to customer service wanting to know what was going on because at that point my bill was current and shouldn't have been scheduled to be suspended. I owed a balance of $59 and the next bill wasn't due to generate until September 30th so I shouldn't have been sent a suspension notice for October 6th. Verizon wireless bans Customers from having access to live customer service representative In the event your account is past due. I made contact with a representative and informed them I was never given a notit is for the suspension on September 25th and was concerned about being charged a $50 chargeing was told not to worry and that everything was back in good shape. Today I got my bill and it said I owed almost a $170 which include a $50 restoration fee and contact it customer service and they refuse to reverse the charge and I ask for a supervisor in which the supervisor disconnected the conversation on me. I believe Verizon is scamming the current customers to support current promos for new customers by increasing the bill for us to have to pay for new customers. They abruptly changed my IP address and gave me one that was blacklisted. I believe this is a form of retaliation because I changed phone service providers. They are forever threatening to disconnect services.
Business Response
Date: 10/03/2024
October 03,2024

Dear Better Business Bureau (BBB)
Thank you for contacting Verizons Office of Executive Relations regarding ********* ********s complaint.  In the complaint, *** ******* stated the following: "I have been a customer with ********************** wireless for a few years. I have filed complaints against them before to only get assigned a representative who decides to not address the issue but rather justify every action that has been done on my account. I have noticed significant increases on my bills every month, Forcing me to carry my phone service over to a different provider. I am currently still Receive home internet from Verizon. My bill is supposed to be ***** per month. On September 25th my services was abruptly suspended without notice. I paid the $128 past due amount to restore service. The same day I received a notification stating my account was due to be suspended on October 6th. I reached out to customer service wanting to know what was going on because at that point my bill was current and shouldn't have been scheduled to be suspended. I owed a balance of $59 and the next bill wasn't due to generate until September 30th so I shouldn't have been sent a suspension notice for October 6th. Verizon wireless bans Customers from having access to live customer service representative In the event your account is past due. I made contact with a representative and informed them I was never given a notit is for the suspension on September 25th and was concerned about being charged a $50 chargeing was told not to worry and that everything was back in good shape. Today I got my bill and it said I owed almost a $170 which include a $50 restoration fee and contact it customer service and they refuse to reverse the charge and I ask for a supervisor in which the supervisor disconnected the conversation on me. I believe Verizon is scamming the current customers to support current promos for new customers by increasing the bill for us to have to pay for new customers. They abruptly changed my IP address and gave me one that was blacklisted. I believe this is a form of retaliation because I changed phone service providers. They are forever threatening to disconnect services."

pon further review, weve determined the customers concern should be addressed by our Verizon Wireline team. Per BBB guidelines, please forward ********* ********* complaint to the appropriate Verizon Team.
******            **********************************************************************************
********   ***************
   ********** *****
****   ************
We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
Sincerely,
*****
Business Response
Date: 10/23/2024
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 about being disconnected without notice, higher than expected monthly bills, and being assigned a blacklisted IP.
Please be advised, Verizon has confirmed to the customer that the billing is accurate as all associated fees and removed discounts are valid. We confirmed for the customer that a notice of suspension was provided, a payment arrangement agreed to and then broken by the customer, resulting in suspension. ********************** is not waiving the customers restoral fee as requested. Additionally, there is no indication of the customer being assigned a blacklisted IP by Verizon Fios.
We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns,they may contact customer service at ************ or online at **************************** or the My Verizon app. Thank you.

Sincerely,

Verizon Executive Relations Team
Business Response
Date: 11/06/2024
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 about suspended service, restoral fees, and a blacklisted IP address.
Please be advised, ********* ******* received a suspension notice on 8/26/******* order to avoid suspension, *** ******* agreed to a payment arrangement on 8/27/2024, due by 9/20/2024. *** ******* then failed to keep her payment agreement resulting in suspension 9/25/2024. Additionally, no record has been found regarding a blacklisted IP, but we apologize for any inconvenience that may have caused.
We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at **************************** or the My Verizon app. Thank you.

Sincerely,

Verizon Executive Relations Team

Customer Answer
Date: 11/06/2024
Better Business Bureau:

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

[Your Answer Here]
I do not accept the business response. They did not send me a suspension notice for September 20th. I have had prior conversations with the representative regarding this matter. I have proof they could not locate a suspension notice for September 20th when I was Suspended so if they generated one fraudulently to influence the BBB And the outcome of this complaint then that is a whole another issue but I was never given a suspension noticefor the date I was disconnected. I received a suspension notice on the day I was suspended letting me know my services have been suspended. There have been a couple representatives who looked into this situation and was unable to substantiate evidence of a suspension notice let me know they were disconnected me for September 20th. The suspension notice they are Implying to is the suspension notice from when I was suspended back in August. There was never a suspension notice for September. Their stories continue to change. My latest conversation with the representative who is handling this matter, Couldn't even locate the suspension notice for September but implied the payment arrangement was not kept up which led to Services being suspended, However he was unable to locate a suspension notice let me know I was going to be suspended on September 20th. Verizon is lying And trying To manipulate the outcome of this complaint By providing frivolous statements And implying there is a statement that doesn't exist. I have been with Verizon for years now and any time I missed the payment arrangement, They would email me a suspension notice letting me know they intendto suspend my services by a specific date and the date is always included in the suspension notice. I have records of all of the communication I've received from Verizon along with proof there was never any documentation to support their argument. The respondent ignored the fact that a building specialist from Verizon wireless confirm I was not gonna have this charge on my account. The billing specialist noted the account And told me my account was in good standing and not to worry about any $50 charge and told me they were going to note the account and if anything happens to contact them and that is exactly what I did was follow instructions from a building specialist supervisor. Verizon did not honor Previous arrangements made by one of their billing supervisors And have been very dismissive this whole entire process. They have called me repeatedly to be rude on the phone and have refused to offer any type of resolution regarding what was promised. Their level of professionalism with this situation is completely unethical. I also have proof that 1 of their representatives acknowledged they could not find A suspension notice for September 20th. I also have proof of the blacklist IP address incident as well and is willing to provide that to the BBB representative To support my argument because they are clearly lying.

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

Sincerely,

********* *******
Initial Complaint
Date:10/10/2024
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.
I canceled services with this provider, then the next day they charged me anyway for services that I no longer had. After contacting customer support twice I was told that because I only had 1 service through them (single service is what they called it) I would not be getting a refund. They just keep the last payment. I have never heard of such a thing, especially with a service that advertises cancel anytime. This sounds like theft to me. They took money from me, when they did not have authorization to do so and then told me they are keeping it because I only had home internet service. I want my money back for services I cancelled and no longer have.
Business Response
Date: 10/02/2024
October 02, 2024

Dear Better Business Bureau (BBB),

Thank you for contacting Verizons Office of Executive Relations regarding Sarah Fitzsimons's complaint. In her/his complaint, received on 10/02/2024, ***** ********** states they ended their service and was charged for the services the very next day despite no longer having Verizon services. The customer states they were told they would not be eligible for a refund as they have single service, which they are requesting the final payment be refunded back to them as they no longer have the Verizon service.
Upon further review, weve determined the customers concern should be addressed by our Verizon Wireline team. Per BBB guidelines, please forward Sarah ************ complaint to the appropriate Verizon Team.

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

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

Sincerely,
*****
Executive Relations
Business Response
Date: 10/14/2024
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 after disconnecting her account.

Please be advised, on 10/14/2024 we advised the customer we do not prorate the bill when a customer disconnects their standalone internet service. Per our Terms of Service 10.1, "You or Verizon may terminate the Services at any time and for any reason by giving notice in accordance with the notice provisions set forth in this Agreement. Unless otherwise required by applicable law, termination will be effective on the last day of that months billing cycle, and you are responsible for all charges incurred through the date of termination."

We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at **************************** or the My Verizon app. Thank you.

Sincerely,

Verizon Executive Relations Team
Business Response
Date: 10/17/2024
Hello,
The following response represents Verizons full investigation and resolution of your dispute. Please be advised that you are being notified that Verizon's position is final and, absent additional facts, no further action will be taken.
Please be advised, on 10/14/2024 we advised the customer we do not prorate the bill when a customer disconnects their standalone internet service. Per our Terms of Service 10.1, "You or Verizon may terminate the Services at any time and for any reason by giving notice in accordance with the notice provisions set forth in this Agreement. Unless otherwise required by applicable law, termination will be effective on the last day of that month's billing cycle, and you are responsible for all charges incurred through the date of termination."
Please be advised future complaints of a similar nature will not be addressed by this office.

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

Accordingly, Verizon requests that the BBB take this into consideration when reviewing future complaints from Sarah ********** on this matter. If the BBB has any additional questions, I can be reached at ************************* between 8:00 AM - 5:00 PM ET, Monday - Friday. To ensure your call is routed correctly, please select Option 2, then Option 1, and dial extension when prompted.

Sincerely,

Verizon Executive Relations Team

Customer Answer
Date: 10/17/2024
Better Business Bureau:

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

[Your Answer Here]
I am only responding because my message from the BBB states I have to respond in 6 days. The business just admitted in writing that they did not inform of their no prorate policy 2 weeks AFTER I canceled services. The business also said they will not respond again and that their baseless response should be enough. They know that they are a major company and that they can get away with bullying people and keeping their money. The only thing that would satisfy my complaint is the money I am owed back, which they are clearly not going to do. I am not satisfied and will not close the case on my side. This should be notated against this business, that they are so criminal with their practices that they will fight to the death against a single mother with a disabled child over $45. It is truly sad and others should be aware, especially seeing that they do not inform their customers of these practices.

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

Sincerely,

***** **********
Initial Complaint
Date:10/09/2024
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 offered a discount, but to get the discount I had to open an account using their ********************** c.c. They started charging a fee to use the card and when I wanted to discontinue their Verizon card they increase my bill considerable. They will not give me the discount price either on my bill, nor will they discount the bill if I use any other credit card. When I used auto-pay they increase the amount. The only way to get the discount is to force me to use their card. I find this form of black mail, threatening, and a way of controlling/forcing the customer. I have NO choice in getting the discount price using any other method of payment. This is discrimination against elders on retired fixed income. I ask the BBB to look into why I cannot get the same discount price using other credit cards/auto-pay/bill. Thank you.
Business Response
Date: 10/02/2024
Dear BBB,

Thank you for contacting Verizon’s Office of Executive Relations regarding ****** ****** ********s complaint. In her complaint, received on 10/02/2024, *** ****** ******* expressed concerns for the loss of auto-pay discounts on her FIOS account.

Upon further review, we’ve determined the customer’s concern should be addressed by our Verizon Wireline team. Per BBB guidelines, please forward ****** ****** ********* complaint to the appropriate Verizon Team.

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

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

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

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

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

Sincerely,

*******
Business Response
Date: 10/17/2024
******* ********* ********* ****
** ******** ******

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

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

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

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 being told she had to use the Verizon credit card to receive an auto-pay discount on their Verizon FiOS account.

Please be advised, after speaking with the customer and investigating their concerns. We confirmed that the customer had been advised that to receive an auto-pay discount on their FiOS bill, they would be required to use either a checking account, a debit card, or the Verizon credit card, and have paperless billing enabled. We explained to ****** ****** ******* that if she uses a different credit card, Verizon is charged additional fees for processing the payment, and as such the customer would not receive the discount setting up auto-pay with this option. After explaining this to the customer, she advised that she understood, and asked that we help her enroll in auto-pay with her Verizon credit card.

Additionally, when working with the customer she asked that we review her account to see if we had any lower-cost options to help save some money on the Verizon bill. After reviewing we found that she was eligible for a loyalty promotion based on her account history and her tenure with Verizon. Per her request, we added this discount and advised what the new price would be.

We last spoke with ****** ****** ******* on 10/17/24 at which time we confirmed that that we had applied the loyalty promotion we offered, we confirmed that her auto-pay was enrolled with the Verizon credit card, and advised that this discount would apply on the November bill, so long as the October bill is paid on auto-pay with their Verizon credit card. During this conversation, ****** ****** ******* confirmed that she has no further concerns for Verizon and is ready for us to respond to the BBB and close their complaint.

We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ###-###-#### or online at www.verizon.com or the My Verizon app. Thank you.

Sincerely,

Verizon Executive Relations Team
Customer Answer
Date: 10/17/2024
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:10/09/2024
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.
Verizon Fios has the incorrect account number in their system under my name ( ******************** and Profile Information. My correct account number as verified on my paper bill is: *******************. I spoke with Fios Representative ****** on 10/9/2024 who could not help me. She transferred me to her Supervisor, ****** on 10/09/2024 who could not solve the problem and was unable to view my account information. ****** refused to provide her Supervisors name. No one at Verizon is able to assist me with the technical problem preventing me from adding the Teacher Discount. The supervisor ****** stated that she could not add this. Then how do I claim the $15 monthly Teacher Discount? I never received the $200 gift card and other offers that I am entitled to for my plan and no one that I spoke with at Verizon so far has been able to solve any of these problems. I would like this incorrect account number showing on my profile removed and disassociated with my account information. I would like my $200 gift card mailed to me immediately. I would like my monthly Teachers Discount of $15.00 applied to my account immediately and for someone to explain to me how it works and what if anything is needed from me. I would like someone to walk me through how to add this Teacher Discount and for Verizon to take ownership for their process not working and solve these problems.
Business Response
Date: 10/17/2024
Dear BBB,

Thank you for referring ******* ******** complaint to our office for review. We appreciate this matter being brought to our attention. ******* ****** expressed concern about receiving the teacher discount and promotional gift card.

Please be advised, that we were able to assist *** ****** with going through the process of adding the teacher discount to the account. Once added we placed the credit for the teacher discount on the first bill. *** ****** knows that the gift card promotion will be redeemable after 65 days of active service, with no past-due balances in November. At this time, all concerns have been resolved.

We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at **************************** or the My Verizon app. Thank you.

Sincerely,

****

Verizon Executive Relations Team
Customer Answer
Date: 10/28/2024
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.

The issue has been resolved and I am satisfied with the resolution.

******* ** ******* ****** **** ****
Initial Complaint
Date:10/08/2024
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 upgraded my cellular phone. I was offered the mobile+FiOS plan to receive discount and lower my cost..Once enrolled, I chatted with a person on the website about the plan..At no time was I informed that the current two DVR boxes I have would not retain my current service and unbeknownst to me, I would need to upgrade my service which will be more money .I regret this decision to enrolled in this discount plan that in the long run cost me my original service.
Business Response
Date: 10/15/2024
Dear BBB,
Thank you for referring the complaint of ******** ********* to our office for review. We appreciate this matter being brought to our attention. ******** ********* expressed concern about a change in her services with DVR.
Please be advised, we have spoken with *** ********* and her DVR services are working properly. We did a follow up to ensure *** ********* was satisfied with her resolution, she had no other concerns.
We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at **************************** or the My Verizon app.
Thank you.

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