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

  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:05/28/2023

  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 ordered Verizon service at a rate of $270.00 a month. As part of the promotion, I was offered a $200.00 gift card after 60 days. At the appropriate time, a button appeared to take me to a page to redeem. However it always came up as not available. I spoke with a CSR who attempted to help, but said she needed to esculate and it would take a few days and I would hear back. It has been a few weeks and have not heard from anyone.

  

  Business Response

  Date: 06/05/2023

  Dear BBB

  Customer confirmed receipt of the gift card, final resolution. 

  Thank you 

  Verizon ERT 

  Customer Answer

  Date: 06/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  ***** ******
  
  
  
   
   
  

• Initial Complaint

  Date:05/22/2023

  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.

  April 11,2023 there was a wildfire here and the Verizon landline cable box was burned.
  I called Verizon which sent out a technician who spent some time putting in a temporary solution called a Voice Connection (wireless) for my home phone. I repeatedly informed him that wireless does NOT reliably work out here, we only get half a bar on the signal. He informed me that this was temporary until they can repair the copper cable. I was unable to call 911 when I needed it. Phone cuts off and no dial tone for hours. I called to get an update and was told I had to put in an installation order to get my telephone back onto copper. After 6.5 hours and several calls, the installation order is on hold, and no one is fixing any cable. As a former employee, I have lived in my home with copper phone line, having issues for 20 years. Verizon refuses to run FiOS out to our homes (there are 4 houses here). Without the copper landline we have absolutely NO service. I am further frustrated as I was a field technician before I retired and know this is an easy fix. Please help me get this copper cable fixed. My 90 year old neighbor was also given this useless wireless service as temporary and was also lied to about them restoring original service.

  

  Business Response

  Date: 06/22/2023

  Dear Better Business Bureau,
  Thank you for referring the complaint of **** ****** to our office for review. We appreciate this matter being brought to our
  attention. **** ****** expressed concern about **** ****** expressed concern regarding the account ending in ********.
  The customer states, she was transitioned from copper service to voice link after a natural disaster. Since the transition
  occurred, she states the voice link service is unreliable and requested to be transitioned to back to copper.
  Please be advised, the account ending in ******** was transitioned to copper service on June 20, 2023. On June 21, 2023,
  **** ****** confirmed the transition and inquired about previous pricing. On June 22, 2023, Executive Relations advised
  we will honor previous pricing for one year effective June 24, 2023. Executive Relations advised the adjustment will be
  applied after the invoice generates and will follow up with the customer directly on June 27, 2023. The customer expressed her
  dissatisfaction. We consider this matter resolved.
  We trust that this information will assist you in the closing of this complaint.
  Sincerely,
  Verizon Executive Relations

• Initial Complaint

  Date:05/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed my business on 1/31/2023. When I reported my business closure and closed my account with Verizon, they told me that we would be charged for cancellation fee for both DSL internet and landline services. We closed our business due to impact of COVID-19. The sales were never recovered and that was the reason why we had to close our business. The agent listened and addressed my concern and offered my call to supervisor who may be able to waive our cancellation fee. I was able to talk to this male supervisor who understood our situations and was able to waive the cancellation fees for both DSL internet and landline services. Also, he told us that he would apply the credit to our account for unused services as 1/31/2023 was in the middle of billing cycle. We received this email from Verizon on 2/2/2023 saying our next approximate bill amount will be $74.11 after credit was applied. However, we just received a letter from collections agency stating we owe $130 to Verizon and will need to make a payment as soon as possible. This makes no sense because we were expecting our check of $74.11 or around that in March or April like the supervisor advised at the time of call on 1/31/2023. Verizon failed to apply the credit to our account, closed our account and now none of the agents were able to locate my business account or have the balance adjusted. I spoke with three different agents and they all failed to do their job. The first one transferred me over to the wrong department, the second agent transferred me to the main menu where I was asked to enter my wireless number while my inquiry is about my closed business account and third agent that I chatted with refused to put a request a supervisor call back saying he is unable to pull up my account or email that I received saying he is unable to assist me, but was only trying to collect a payment. This absolutely makes no sense and I want this issue to be resolved as soon as possible.

  

  Business Response

  Date: 05/30/2023

  Thank you for referring the
  complaint of *** *** to our office for review. 
  We appreciate this matter being brought to our attention.  *** *** expressed concerns regarding a final
  bill from Verizon where it reflected Early Termination Fee and that she was getting
  calls from the collection agency. 
  
  We contacted *** *** on May 22,
  2023 and discussed the issues.   *** *** advised
  that when she called to disconnect the services, she was told that the Early Termination
  Fee would be waived.  In addition, she received
  a confirmation email that estimated the final credit balance that she would receive
  once the order completed.  After an investigation
  was conducted, our Business Office has removed the charges for the Early Termination
  Fee and the remaining credit is $25.51 which will be sent to *** *** and should
  be received within four weeks. 
  
  *** *** questioned the difference
  of the credit amount since the original email reflected a higher amount.   We discussed the reason for this difference
  and provided her with an email on May 25, 2023 that included screenshots and an
  explanation of how Verizon arrived at the $25.51 refund.   That information advised that according to
  our records the disconnection completed on February 2, 2023.  *** ***’s billing statement from December 27,
  2022 totaled $71.99.   On that December
  bill, it shows that the charges are from December 28, 2022 until January 27,
  2022.  *** ***’s last payment of $71.99
  that was received on January 18, 2023, went to pay that December billing
  statement.   
  
  Then another billing statement
  was generated on January 27, 2023 totaling $91.84.   This billing statement, was for charges from
  January 28, 2023 until February 27, 2023. 
  
  *** ***’s account reflects a
  note that states that on January 31, 2023, a $40.00 credit was added to the
  account because "there was poor service for years and that she was  moving to a new location and getting another
  provider.”   That credit of $40.00 was
  adjusted on January 31, 2023.    This
  credit, went against the balance of the January billing statement and the new
  balance totaled $51.84. 
  
  Then two days later on
  February 2, 2023 and order to disconnect the service was completed (*************).
     At the time of the disconnection, as
  we explained, the system generated an incorrect email that only listed credits
  but not the debits as it normally would have been reflected.     The email stated that there would be a
  $74.11 credit, which is incorrect. 
  
  On February 27, 2023 the new
  final bill statement was generated and it included the Early Termination Fee of
  $152.43.  On that billing statement it
  reflected credits for unused services and with the Early Termination Fee, that
  final bill reflected a balance due of $136.01.
  
  After the investigation and
  credit of the Early Termination Fee which was for $161.52 (term fee of $152.43
  plus taxes), the credit balance that was left on the account is for $25.51. 
  
  *** *** questioned why she was
  not getting a credit of $40.00 since it was credited to the account, we explained
  that part of the $40.00 credit, was used for service charges that were provided
  from January 28th through February 2nd. 
  Verizon has charged $14.49 for the 6 days of service that include taxes,
  surcharges.   *** ***’s daily rate is
  approximately $2.26 per day before taxes.  
  That means that 6 days times $2.26 equals $13.56 and then taxes are
  applied to that.   The $40.00 credit that
  *** *** received, minus the 6 days, gives Verizon the $25.51 total credit that *** *** is due.     On the email we explained
  that the daily rate is a calculation of the monthly rate of $67.99 as reflected
  on her bills, divided by an average of 30 days and that is how we get the daily
  rate.   Then taxes are added.
  
  We contacted *** *** on May
  30, 2023 to ask if she had any further questions.    She advised that she had not received the
  email but would look for it since it may have been redirected to her SPAM
  folder.   *** *** was advised that the
  final credit balance of $25.51 would be sent as a refund and she is satisfied
  with the resolution. 
  
  We trust that this information
  will assist you in closing this complaint. 
  We apologize for any inconvenience and delays that *** *** has
  experienced as a result of the above matter.  
  
  Sincerely,
  
  
  
  ****
  Verizon Executive Relations

• Initial Complaint

  Date:05/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First of all this complaint is against Verizon FiOS. On December 2021, I received a phone call stating I owed $408 for a bill. I had paid that bill in 2020. I actually went through my files at that moment and confirm the exact date I paid they said they were gonna look into it and confirm and call me back. Next thing I know I was on Collections. I also explain to collections. I paid the account they said they were gonna look into it. I gave them dates amount everything. After that I got called by a collections second agency. The same thing happened on my end. I explain to them, this agency requested records of my payment by mail, and I sent them many months later like the first time I get a phone call from a 30 agency and I explain to them the same exact thing from then to now, I never got an answer as far as Verizon confirming they never got the payment. However, my bank did deduct the payment. Last week I had to pay the $408 again to Verizon FiOS because it is now affecting my credit as far as me trying to open a Apple credit card. I believe it is very clear to everyone’s eyes three agencies. I’ve looked over this case and did receive payments. I am begging for help as far as getting my second payment refund it fully because I pay this in 2020.

  

  Business Response

  Date: 06/06/2023

  We spoke to the customer regarding their inquiry.  The customer is satisfied with our resolution, and has no further concerns.

• Initial Complaint

  Date:05/19/2023

  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 been both a loyal Verizon Wireless and Verizon Fios customer for over a decade. I love the ******************** I have been provided and have always recommended the courtesy and professionalism. Recently on April 13, 2023 I saw that Verizon Fios 2G gigabyte cable and internet was available for an upgrade. Before April 13, 2023 I have Verizon Fios 1G internet and TV and had zero issues at any time. I paid the 180$ upgrade fee to upgrade both the internet and the *** Ever since April 13, 2023 until today May 19, 2023 I have had NO INTERNET AND CABLE. It is almost unbelievable at this point. (6) Six Verizon Fios technicians have come to try and fix this problem, some have stayed for hours and never fixed this issue. Today May 19, 2023 I have finally reached my breaking point. The technician came for 20 minutes and then stated someone else would come because he didn't know how to fix the problem. No one ended up coming and no one called me to let me know. I have waisted now 6 days off from work to wait for these techs and fix the problem and over a month later the problem is still not fixed. Over 10 times I have waited on hold with Verizon Fios and Technical support to try and fix this problem, and no one has addressed my issue. Today all they told me was someone would call me in 24 hours to TRY and find a solution. I have had no internet and no tv cable since April 13, 2023. I have been unable to do college course work, work from home or do any of the things my internet allows me to do. All I am expecting to get is working internet and cable. I would like to be reimbursed for the 180.00$ upgrade fee that I paid to upgrade to the 2G because for a month it has not worked. Also I recently paid my bill of 250.00$ for the month of May for internet and TV to which I have had not one of them working at any point. How many technicians have to come until the problem is fixed. No One seems to care. I have been a loyal wireless and Fios customer. Please help me!

  

  Business Response

  Date: 06/05/2023

  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 the 2G speed internet and the ** still not working after signing up for the new service and after multiple visits. 
  
  Please be advised, we were in the process of assisting *********************** with resolving this concern however he decided to disconnect the services.
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

  Customer Answer

  Date: 06/05/2023

  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]

  The business has not fixed my complaint, I had to create a new order which I attached above, I have numerous call logs and voice mails that I can share, numerous calls to ****** from executive relations has not responded over 10 calls and voicemails, furthermore there are numerous charges on two previous bills that Verizon refuses to credit to which I had no internet or cable for 2 months, but they continue to refuse to provide credits for, every technician and phone call results in a ticket being created and promised calls back but none that actually happen, it is actually quite sad that this is how Verizon treats service members

   

   

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

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

  

  Business Response

  Date: 06/20/2023

  Dear BBB,
  
  
  Verizon provided a response to this matter on 6/5/2023 and after further review, our position still stands as previously stated.  We have conducted a full and thorough investigation into the customer's matter and found no subsequent evidence to overturn our original decision and no further action is required by Verizon.  Verizon empathizes with the customer's continued concern, however, the information provided in our initial response was comprehensively discussed with *** ****  ******* and remains our final position in this matter.
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

  Customer Answer

  Date: 06/20/2023

  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]

  Good Evening BBB,

  This response by Verizon comes from the executive relations department from a representative named ******. ****** despite being told about how Verizon has taken over 400$ from a decades long customer refuses to give credit for over 2 months of no internet and cable services. Also despite explaining to ****** that the bill was payed each month because the account is for an active duty military member who is on auto pay and did not want to hurt their credit score couldnt careless and was rude and disrespectful many times. This matter is not resolved and we will continue to resources available to recoup our funds.

   

   

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

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

• Initial Complaint

  Date:05/18/2023

  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.

  Verizon lied to me about how much it would cost to take over my deceased mother's Verizon account. They qouted me a price of $190 per month starting June 1st instead I get a bill for $254.15! I applied for the affordable connect program and I was accepted earlier this month. Verizon was supposed to apply that discount and their Verizon fast forward discount. They didn't. They also promised me that I wouldn't get charged a service fee for the upgraded equipment that was installed last week. They charged me $99. Yet another lie. I tried to explain to them for the past few days that the first salesman made these promises and Verizon just won't budge. They did promise to take off $50 from the $254.15. That hasn't happened.

  

  Business Response

  Date: 05/19/2023

  Dear BBB,
  Thank you for referring the complaint of ********************* to our office for review. We appreciate this matter being brought to our attention. ********************* expressed concern about billing issues pertaining to his account and his mother's account.
  
  Please be advised, we have applied the appropriate adjustments to both his account and his mother's account and confirmed monthly billing expectations going forward. We have spoken with ************** and he is satisfied with the resolution.

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

  
  Sincerely,
  Verizon Executive Relations

  Customer Answer

  Date: 05/19/2023

  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:05/17/2023

  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 moved so I had to disconnect my internet through Verizon Fios as they do not service my new house. I called gave them a date to shut my services off they even sent me boxes to return my equipment. I even have email confirmation of shut off date and I shipped all equipment back as required. I was still billed. I contacted Verizon last night due to the bill I received for services I did not receive as I requested shut off and didn’t have the equipment to even use the internet. I was told the disconnect didn’t go through for some reason and there’s nothing they can do about the bill. They’re saying the disconnect request isn’t even on file when I have an email showing I called and requested it the email confirms shut off date. I was told the internet was shut off finally April 6th due to non payment. I want the bill removed I’m not paying for something that I didn’t have access to especially because I have confirmation of shut off.

  

  Business Response

  Date: 06/13/2023

  Hello BBB, 

  Thank you for referring the complaint of **** ***** *o our office for review. We appreciate this matter being brought to our attention. **** ***** expressed concern about her disconnect date and final account balance. 
  
  According to our records, we have reached out to **** ***** and have apologized for the confusion. We have confirmed her account was disconnected on the correct date of March 6, 2023. We have also confirmed that her remaining balance is correct and that she was not billed for any services after the disconnect date of March 6, 2023. 

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

   

  Thank You 

   

• Initial Complaint

  Date:05/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Verizon is a horrible organization and fraudulent. I closed my Fios account on 11/8/2021 due to being unable to transfer the service to an area that did not yet have fios. On 11/18/22 after the account was closed my boyfriend and I went to the Verizon store in Flatbush Brooklyn and returned the equipment as well as making a final payment to my account in the amount of $79.99. I received an email confirmation for the payment for both the processing as well as returning the equipment. In my eyes I’m done with Verizon at that point. For 2 1/2 months after that occurred Verizon kept contacting me telling me that my final bill was not settled. I knew that to be false because I had proof the payment was made so I ignored the notices, thinking it was an error. Unbeknownst to me there was an issue with the system at the Verizon store and my payment was never registered in the system, so Verizon reported that payment of 79.99 plus a 9 dollar late fee to the credit bureaus. It was not until I got a notification for Experian that I noticed there was an issue. I contacted Verizon to explain this and they said they did not see the payment and I owed the 89.99. So in order to get it off my report and closed I paid the 89.99 over the phone and said I would deal with the duplicate payment later after I send them the proof. Prior this final bill issue my account was always out auto draft with Verizon, never delinquent. I finally found the the proof in my email months later and opened an investigation with Verizon in January this year 2023 sending copies of my bank statement as they requested, and all the emails showing the payment was made. The investigation found that I in fact made the payment on 11/18/21 and an apology was issued. The finance representative instead of sending the 79.99 as an account credit to the closed account refunded it to my current fios account as a credit. He advised that I could now call the collections team to remove the reporting but they have refused.

  

  Business Response

  Date: 05/12/2023

  Verizon provided *** ******* ****** a response to this matter on 05/11/2023 and after further review our position still stands as previously stated. We have conducted a full and thorough investigation into the customer's matter and found no subsequent evidence to overturn our original decision and no further action is required by Verizon. Verizon empathizes with the customers continued concern, however, the information provided in our initial response was comprehensively discussed with *** ******* ****** and remains our final position in this matter.
  
  We trust that this information will assist you in the closing of this complaint. Accordingly, Verizon requests that the Better Business Bureau take this into consideration when reviewing future complaints from Rebecca Ceasar on this matter.

  Customer Answer

  Date: 05/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  Hello,
  
  I am not satisfied with the closing of this investigation. I was out of the country and unable to respond but have returned. Verizon did not resolve this matter and I have retained and attorney for significant damages now as well as filing a claim in court for the district county of NY. It is about principle and not allowing businesses like Verizon to take advantage of consumers. Their investigation is false and they did not review the materials that I sent over. I will not drop this matter. I have significant evidence contrary to their findings. Why would I keep pursuing a dollar amount so trivial such as $88.99 if I did not have a base to keep fighting this claim. Their response is insufficient and now they will have to answer to a judge and look foolish in front of the district court. I would like this claim reopened asap. I am not accepting Verizon’s response.
  
  I will await your response.
  
  Thanks,
  ******* *****

  

  Business Response

  Date: 05/24/2023

  Verizon provided a response to this matter on 05/12/2023 and after further review our position still stands as previously stated. We have conducted a full and thorough investigation into the customer's matter and found no subsequent evidence to overturn our original decision and no further action is required by Verizon. Verizon empathizes with the customers continued concern, however, the information provided in our initial response was comprehensively discussed with *** ******* ***** and remains our final position in this matter.
  
  Accordingly, Verizon requests that the Better Business Bureau take this into consideration when reviewing future complaints from ******* ***** on this matter.
  
  We have received and reviewed the documentation provided by *** ***** (including her currently attached documents) and we have performed 4 previous payment investigations that have all had the same outcome, declining removal of the credit reporting tradeline.
  
  Verizon's Executive Office has thoroughly researched *** ***** payment concern. Our records determined that there was a successful payment made towards her account number. This payment was made after the account had been credit reported. Prior to this account being credit reported, our records indicate that between 12/01/2021 - 03/01/2022 a total of 18 messages were sent via Mobile and Email informing her that there was a 'past due balance on her closed Verizon account'. *** ***** had multiple opportunities to address her billing dispute, but according to our records no actions were taken by *** ***** to discuss her billing dispute until her account had already been credit reported. Please note that the notices were sent to the same Mobile Number and Email Address she has currently used to discuss this case.
  
  Pursuant to the Terms of Service for her Verizon contract, "Subject to applicable law, if you intend to dispute a charge on your billing statement, you must contact us within sixty (60) days of your billing date if you receive the bill in question."
  
  During our conversation on May 01, 2023, *** ***** advised our Executive Office that on 11/18/2021 she processed a payment to resolve her outstanding balance upon returning her Verizon Equipment. Our finance team thoroughly investigated this claim (as recently as 04/21/2023) and according to our records, it was determined that the Bank Statements and Receipts provided (This investigation included her currently attached documents) were inconsistent with a payment being made to her billing account number ending in ******** to satisfy her balance, therefore her request to remove the credit reporting tradeline was denied.
  
  *** ****** is able to see Terms of Service and Customer Agreement - Fios: **************************************************************************
  
  11. PRICING AND PAYMENT.
  
  11.3 Questions about Your Billing Statement. You will automatically receive an online bill, which you should access through your My Fios account. You may request a paper version (non-digital) of your bill. Verizon may charge a fee for paper bills as may be permitted by applicable laws. It is important to review your bill carefully each month, as it may contain important messages regarding your Services, as well as your current charges and any past-due amounts. Subject to applicable law, if you intend to dispute a charge on your billing statement, you must contact us within sixty (60) days of your billing date if you receive the bill in question. The undisputed portion of your billing statement must be paid by the due date to avoid a late fee and possible suspension or termination of the Services.

• Initial Complaint

  Date:05/10/2023

  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.

  Prior to 4/24/23 , we contacted Verizon about adding another TV to our package(cable, Internet, and phone).
  They discussed an upgrade from our present plan, "extreme tv" to "more fios".The upgrade sounded good with no additional charge for the added TV and better Internet speed, etc. There was also a reduced price which we were pleased with. The Installation occurred on 4/24 and all went well.
  Several days later we discovered the upgrade did not include several TV channels that we had before and we lost a second TV that now could nor record using DVR.
  
  My complaint is that we were not told about these changes. We contacted Verizon and spoke to a Supervisor and were told they could not restore the lost channels without an additional charge.
  
  Verizon should be more specific to their customers when discussing upgrades and tell them what they will be losing in the UPGRADE!!

  

  Business Response

  Date: 05/11/2023

  
  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 being provided with all the accurate information before making a plan change.  
  
  Please be advised, we spoke with ***** ********** on 5/11/2023 and apologized for any miscommunication, and thanked him for the feedback.
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

• Initial Complaint

  Date:05/05/2023

  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 has been weeks of nothing but issues with my business phone. Calls dropping, call goes to voicemail- the voicemail saying it has not been set up (when it has) and not taking messages.
  This has created a huge problem for my business.
  The reps even want me to do my own technical investigation before they send out a technician. Some of the reps are very hard to understand and talk over you when you’re trying to explain the situation. Very frustrating to call and not be helped.
  I need someone to fix this immediately as it is having a very negative impact on my business.

  

  Business Response

  Date: 05/08/2023

  Dear BBB

  
  Thank you for referring the complaint of ******** ******** to our office for review.  We appreciate this matter being brought to our attention.  ******** ******** expressed concern over a technical support issue with their business cell phone.

  
  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
  

  
  

  Customer Answer

  Date: 05/11/2023

  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]

  
  

   We received an email from Verizon saying someone from the business wireless executive  area would contact us. No one has.
  We are losing calls daily and no one has responded to us to resolve this matter.

  I follow up with that person daily, and she does not respond. 

  
  

   

  
  

   

  
  

   

  
  

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

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

  

  Business Response

  Date: 05/12/2023

  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 a technical support issue with their business cell phone.

  
  Please be advised this matter has been determined to be a Verizon Wireless issue and must be redirected to them for proper handling.  We do NOT have access to anything wireless, we can not assist this customer.  Being that the customer has advised this is an urgent matter, please urgently redirect the complaint to Verizon Wireless.

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

  
  Sincerely, 
  Verizon Executive Relations