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:05/05/2023

  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.

  Verizon Gigabit Consumer Fraud 2023 April 30, 2023, I was quoted and offered an upgraded home internet Verizon FIOS service at a rate of $24.99/**. I agreed to this price and upgraded. However, Verizon billed me for $44.99/mo, instead of the promised rate of $24.99/mo. I attempted to contact them May 4 and May 5 about the price discrepancy, but they refuse to honor their original price, despite me showing them screenshots from their own company website which states that I pay only $24.99/mo for their Gigabit 2.0 services. As the screenshots demonstrate, Verizon lured me into a contract for $24.99/mo, and then lied to charge me $44.99/mo, insisting that this is their lowest offer possible. If Consumer fraud occurs when a business makes a misrepresentation during the sale or lease of goods or services. [And] Consumer fraud always involves a lie or deception, Verizon has committed consumer fraud during the sale of their 2.0 and streaming Gigabit services to me, as they can be seen to offer it at the lower rate, but bill for $20 more than originally promised. Please assist. I hope that Verizon will honor my 2.0 and/or Streaming Gigabit services at their originally promised rate of $24.99/mo for at least 4 years, as was originally quoted to me when I agreed to upgrade.

  

  Business Response

  Date: 05/17/2023

  Dear Better Business Bureau,
  
  
  
  
  
  Thank you for referring the complaint of ******************* to our office for review.  We appreciate this matter being brought to our attention.  ******************* expressed concern regarding the account ending in ********* She states she received a promotional offer on April 30, 2023 for  upgraded home internet service at a rate of $24.99 per month. She states upon upgrading the service she was billed $44.99 per month instead. ******************* states she made several attempts to contact customer service to adjust the pricing and has screenshots of the offer promised. ******************* states her desired resolution is a billing adjustment based on the promotion offered on April 30, 2023.
  
  Please be advised, Executive Relations conducted a thorough investigation into *********************** concerns. Our records are unable to authenticate the screenshots ******************* provided. Additionally, ******************* confirmed the changes made to her account at the quoted price of $44.99 upon acceptance of terms and conditions of the orders processed on April 29, 2023 and May 4, 2023 electronically.
  
  On May 17, 2023, Executive Relations spoke with ******************* and inquired about the ability to provide screenshots with her account information included to honor the pricing in the screenshots. Our office explained we are unable to honor the pricing requested as our records are unable to replicate the pricing offered.  ******************* advised she was unable to provide additional screenshots and requested the account ending in ******** be transitoned to a previous plan. Executive Relations was unable to process the request and recommends contacting customer service for assistance. ******************* expressed her dissatisfaction. We consider this matter closed. 
  
  
  
  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:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 3 accounts with Verizon: 1: Business Fios at *********************************************************************** 2: Business Fios at ************************************************************************* 3: A wireless account for some tablets (data-only plan).None of the above accounts have a Verizon phone # associated with them. Because of this, I'm unable to pay bills online. I've also spent over 12 hours on the phone with Verizon representatives who are unable to even locate any of the above accounts so I can pay by phone.I would pay by mail, but I don't get any paper bills in the mail. I only get emails listing the last few digits of account numbers. Even when I have a full acttount # to provide to someone over the phone, they still can't locate my account. I receive notices about shutting off our services due to non-payment. We need the services and really want to pay. We just need a way to pay our bills. Please help ** since people at Verizon keep saying there's nothing they can do. I usually get off the phone when they insist a supervisor will call me back, but no one ever calls.

  

  Business Response

  Date: 05/04/2023

  *** *** ****
  
  
  
  
  ****** ******** ****** ** **********
  **** ***************************** ******** ** ***** ***
  ********* ** *****
  
  
  
  
  ***  ************ ***********************
         ********* ******* ********
  
  
  
  Dear *** ********************* you for contacting Verizon.  This letter is in response to the above-referenced complaint for ***********************. Please accept this letter as confirmation of Verizon's response to his concerns.
  
  Upon receipt of this concern, a careful account evaluation was conducted.  Verizon Wireless Executive Relations would like to report that we were successful in reaching *****************  During the discussion, **************** provided me with one of the phone numbers on his wireless account which allowed me to locate his business wireless account. I then advised **************** after verifying the account information of his account number. **************** then requested to make a payment to the account so a payment of $274.44 was made by *****************  I then offered to assist **************** with setting up his My Verizon account, **************** declined that option and advised he would set up the My Verizon account himself later. **************** had no other concerns regarding his wireless account. I then advised **************** that I was unable to address his FIOS concerns and that the BBB would need to send his Fios concerns to the department for proper handling.
  
  Upon further review, weve determined that *** ******* additional Fios concern should be addressed by our Verizon Wireline 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.
  
  Should you have any questions regarding this correspondence, I can be reached at ******************************.  My office hours are 8:00 AM - 5:00 PM ET, Monday - Friday.  Thank you. 
  
  Sincerely,
  *************;
  Executive Relations Analyst

  

  Business Response

  Date: 05/16/2023

  Thank you for referring the complaint of *** *********************** to our office for review.  We appreciate this matter being brought to our attention.  **************** expressed concerns regarding their repeated attempts to resolve their issues with accessing their accounts and not having any resolution. 
  
  We contacted **************** via email on May 16, 2023 and he confirmed that the issue had been resolved.   However, he questioned why it would take a year to resolve issue after he made attempts that included over 12 hours of phone calls, emails and speaking to various representative.   We informed **************** that while we were unsure as to the reason why it would take so long, we would provide his feedback and negative experience to the appropriate teams.  The appropriate teams will review *** ******* issue and determine what occurred in order to ensure that we properly address the system gaps and coaching internally.   
  
  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

  Customer Answer

  Date: 05/16/2023

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

  I wish to note that all I wanted to do for the past 12 months was pay the bill. I still can't comprehend why not a single person at Verizon could locate my account so I could pay a bill over a 12 month period. After communicating through the BBB, someone actually resolved this. Thank you.
  
  Sincerely,
  
  ***********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have signed up for FIOS internet in late 2022 that included promotional offers for $150 VERIZON GIFT CARD, $200 GRUBHUB GIFT CARD and $50 XBOX GIFT CARD. I have already received $200 GRUBHUB GIFT CARD, however, despite having spoken with over 20 Verizon agents, Afni agents, and Blackhawk (gift card department) agents, spending well over 20 hours over the course of 2+ months, I have not received the $150 VERIZON GIFT CARD. I logged my complaint in verizon comminity, however moderators from verizon simply delete the posts claiming they are duplicate posts (I made duplicate posts as I see no efforts on verizon's part to fully honor the promotion offer and they have not provided the $150 VERIZON GIFT CARD despite my numerous attempts), and continue to send standard emails that the issue has been escalated to Verizon agent and I should check the private message inbox which has the verizon agents phone number. I have called this number over 30 times, and on every occasion, Verizon agents, Afni employees, and blackhawk (verizon gift card department) have repeatly told me THIS time the problem has been truly fixed and I will receive $150 VERIZON GIFT CARD (NOT $200 GRUBHUB GIFT CARD, NOT $50 XBOX GIFT CARD) and they will call me back to confirm that I received the $150 VERIZON GIFT CARD. However, I have received the same $200 GRUBHUB GIFT CARD three times with the same redemption code, and of course no one has called me back to confirm I have recived the $150 VERIZON GIFT CARD.Additionally, when pressed about the $150 verizon gift card, verizon agents will frequently hang up, transfer the call to voice-mail, or transfer the call to irrelevant departmemts (e.g., verizon WIRELESS). I am logging this complaint to enforce verizon to honor their commitment to the customer and to raise awareness of **********************'S DECEPTIVE BUSINESS PRACTICE.

  

  Business Response

  Date: 05/02/2023

  *** *** ****
  
  
  Dear BBB,
  
  Thank you for contacting Verizons ****** of ********* Relations regarding ************;***********;complaint.  In his complaint, received on 04/30/2023, ************ states his issue is with his FIOS account.
  
  Upon 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.
  
  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: 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 about not receiving the Verizon gift cards.  
  
  Please be advised, the customer did receive the gift card for $200 but has not redeemed the gift card for the $50 Xbox. The customer was provided an email to advise they have until 7/21/23 to redeem on the website. A credit was applied to the account for the gift card that was missing from the account per the permission of the customer to resolve the issue. 
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

  Customer Answer

  Date: 05/12/2023

  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:05/02/2023

  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.

  The school I am employed uses Verizon for our emergency fire communication. Our primary and backup phone lines have been down since 3/18/23 with no anticipated repair date. They are putting our property and the safety of our students at risk by failing to repair

  

  Business Response

  Date: 05/08/2023

  Good Afternoon,
  
  After reviewing the case for **** ******** of ****** ****** ******, we have been able to address his concerns. *** ******** submitted a complaint stating that the ****** ****** ****** emergency lines had been out of service for months. He detailed that the lines were copper and used for fire emergencies. They are the school's only communication to emergency services, in the event of a fire. *** ******** requested for an expedited repair of the lines, due to the emergency service feature the lines provide.
  
  I escalated *** ********'s concern to our repair team for investigation and handling. Trouble tickets ********** and ********** were created for the issues and sent to our cable team for additional review. It was found that the lines are down due to a group cable outage. The estimated date of repair is June 2nd of 2023. I have communicated this to *** ******** and opened a follow-up to track the resolution of the outage. I will continue to update *** ******** on the outage findings.
  
  Thank you.
  

  Customer Answer

  Date: 05/09/2023

  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:
  

  This has been an ongoing issue with these 2 lines far longer than the timeline of this complaint. It took a BBB complaint in order to warrant a response. The original restoration date was 4/28/23 and now it's been pushed to mid June. Thats 3 months without critical communication with emergency services. Until the lines are restored and we are credited for undelivered service, this case will remain open.

   

   

  
  

   

  
  

   

  
  

   

  
  

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

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

  

  Business Response

  Date: 05/15/2023

  After reviewing the case for **** ******** of ****** ****** ******, we have been able to address his concerns. *** ******** submitted a complaint stating that the ****** ****** ****** emergency lines had been out of service for months. He detailed that the lines were copper and used for fire emergencies. They are the school's only communication to emergency services, in the event of a fire. *** ******** requested for an expedited repair of the lines, due to the emergency service feature the lines provide.
  
  I escalated *** ********'s concern to our repair team for investigation and handling. Trouble tickets ********** and ********** were created for the issues and sent to our cable team for additional review. It was found that the lines are down due to a group cable outage. The estimated date of repair is June 2nd of 2023. I have communicated this to *** ******** and opened a follow-up to track the resolution of the outage. I will continue to update *** ******** on the outage findings.
  
  Thank you,
  
  ********* ******

  Customer Answer

  Date: 05/15/2023

  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:
  

  
  

  This has been an ongoing issue with these 2 lines far longer than the timeline of this complaint. It took a BBB complaint in order to warrant a response. The original restoration date was 4/28/23 and now it's been pushed to mid June. Thats 3 months without critical communication with emergency services. Until the lines are restored and we are credited for undelivered service, this case will remain open

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:04/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unfortunately, this is not my first complaint against Verizon. I was recently notified that my internet service was not up to speed. Verizon sent me an email stating they were giving me a $50.00 gift card. When you go to the link it wants you to purchase their products which I don't want but I have been trying to apply this amount to my current bill and it will not accept it. I have reached out to online support and all they do is send me instructions on how to redeem the GC and completely useless. Sadly, the only way to get Verizon to respond to customer service is by filing a complaint with the BBB. I appreciate that you are here. Verizon has just made this difficult as they want me to spend money on their products as opposed to applying this to me bill

  

  Business Response

  Date: 05/05/2023

  Unfortunately, our attempts to reach the customer have
  been unsuccessful.  We were able to leave
  messages with our contact information.

  

  Business Response

  Date: 05/05/2023

  Unfortunately, our attempts to reach the customer have
  been unsuccessful.  We were able to leave
  messages with our contact information.

• Initial Complaint

  Date:04/26/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Verizon fios with my sister at apartment *********************************************. We switched the name on the account from myself to my sister, ********* april 14th 2023. They never removed auto pay and charged me $79.99 on April 24th and charged my sister $89.99 on April 26th. They never explained this was a new service or that both of us would be charged. This was a name change, the address stayed the same and the equipment is also the same. This seems like a scam charging both of us when it's the 1 account. They are telling me I might get a partial refund by a gift card. This is not acceptable.

  

  Business Response

  Date: 05/03/2023

  *** *** ****
  
  
  ***  *******************
  ********* ***** *** ****
  
  
  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 a name change on the account and final billing.
  
  Please be advised, per the customer's request they were changing ownership of the account. This is not the same as a name change, a credit check was performed in order to create an account for *********************** sister. We have spoken with the customer and they understand that this was not a name change and it was a new account that was created. We also discussed the concern of billing. At the time of the complaint, the final bill had not been printed. ************;billing cycle started on 3/31/23, he is responsible for service from 03/31/23- 04/13/23. Which is the service was disconnected. His sister received a bill for her full cycle. ******* account was provided a partial refund of $47.99 that will be mailed to the address on the account within 60 days.
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

• Initial Complaint

  Date:04/25/2023

  Type:Order 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 keep getting junk mail from Verizon and the company has no actual form of contact on how to stop sending all mail. I want to be removed from their physical mailing list. I'm signed up for paperless billing. Paperless implies I do not wish to receive mail.

  

  Business Response

  Date: 04/27/2023

  ******* ********* ********* ****
  
  ** ******** ******
  
  ******** ** *****
  
  
  
  ***** *** ****
  
  
  
  
  
  ***  ****** *****
  
  *** ******* ** ***
  
  ********** ** *****
  
  **********
  
  ****** *** ********
  
  ********* ***** *** ****
  
  
  
  
  
  Dear BBB,
  
  
  
  
  
  Thank you for referring the complaint of ****** ***** to our office for review.  We appreciate this matter being brought to our attention.  ****** ***** expressed concern about receiving mail solicitation from Verizon.  
  
  
  
  Please be advised, we contacted the customer and added her to the Do Not Mail list and advised it can take 90 days to go into effect and expires after 5 years.
  
  
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  
  
  
  Sincerely,
  
  
  
  Verizon Executive Relations

• Initial Complaint

  Date:04/21/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/13/23, I tried to use a Verizon e-gift card that I received for installing their services. I was not able to. A rep took my order online, however, they never shipped the order and the balance on my gift card was never refunded. Order# ******* (*******) Gift card#**************** pin: ********. I called multiple times, spent hours on the phone and they never gave me a resolution.All their calls are transferred to call centers in India and they have no clue of anything. I am expecting for Verizon to apply the $200 of the gift card to my Verizon Fios account. Supposedly, they had opened a ticket# ******* however there was no resolution and the card until now has not been reimbursed.

  

  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 not being able to use a gift card she received.
  
  Please be advised, we have reloaded the gift
  card and verified satisfaction with the customer.
  
  We trust that this information will assist
  you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

• Initial Complaint

  Date:04/20/2023

  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 received a Verizon MSG text on April 4: "We identified an issue with your internet speed. We would like to send a technician to your home at no cost to evaluate your home network and address any issues. Reply New to schedule a technician." I wasn't aware of any issues and made the free appointment for April 6 assuming it was to troubleshoot only.Day of the appointment, ***** the technician comes to look at the connection, everything seemed fine. He said the router was an issue. He suggested a new router, and said my appointment was for a FiOS upgrade to Gigabyte Connection 2.0 plan, which costs triple my current legacy plan, Fios Home Internet: 200 Mbps. I said "No, I want to keep my current plan". He responded there was nothing he could do since the appointment was for the upgrade: I said "No, I only accepted a free consultation assuming there was something wrong with the connection that needs to be fixed". ***** promised to put in the notes I wanted to cancel the upgrade. I immediately followed up with Verizon chat, repeating to customer service that I did not want to process any orders and did not authorize the change to a new plan. They said because the order was processing, nothing could be done, and to check back once it posted, promising to restore my previous plan and rate.Two weeks later, the order finally processed yesterday 4/18, and my new monthly statement became $130, triple my previous rate. On Verizon chat, I get bounced back and forth for 3 hours between customer service and technology department 6 times before I was told my previous plan isn't available, I had to pay the same amount for a worse plan, Fios Home Internet: 100 Mbps, which is not sufficient for my family's needs. Despite my protests that I did not authorize any plan upgrades, the representatives said I had done so because the order was processed. This is deceitful behavior: I can't refuse an upgrade once the technician came? I want my old FiOS plan back: 200 Mbps+ at $50/mo.

  

  Business Response

  Date: 04/20/2023

  Please accept as our response to this case.

  

  Business Response

  Date: 04/21/2023

  Dear BBB,
  
  
  Thank you for referring the escalation of *******************;to our office for review.  We appreciate this matter being brought to our attention.  *******************;expressed concern about changes being made to the account causing the price to increase and the poor customer service experience.  
  
  Please be advised, we were able to speak with ***************** to resolve the concern. We apologized for the poor customer service experience. The account was right sized to the 300/300 speed for $49.99. A one-time adjustment was applied to the most recent bill to offset the increased cost. ***************** appreciated the assistance and had no further questions or concerns.   
  
  We trust that this information will assist you in the closing of this escalation.
  
  
  Sincerely,
  
  Verizon Executive Relations

• Initial Complaint

  Date:04/20/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am writing this claim to resolve our business issue recently. Our account No. is ********, and there were two inquiries for our problem. 1. **************** This one is about the extra charge for no service period. Here is the situation, in 2022, due to billing issue our service was disconnected in Aug 2022 by Verizon even we paid off all overdue bill. After that we trying to reconnect for long time, and eventually we got reconnect in Feb 2023. But then we receive the bill#********, which indicates we have to pay for disconnection period 9/1/2022- 2/3/2023 even there is no service. And the billing department said we had the service even we didn't. The response from billing department said there is no billing problem now even we have to pay no service period, which is not acceptable for us. 2. **************** Termination liability Even first inquiry hasn't been solved, we have received another another "surprise" the April bill#******** with over 23k early termination liability from 3/9/23-3/9/25, but the questions is we are still using the same service and continue our contract without termination. There is no reason to pay for this liability. Here is our claim summary: 1. We will not pay for disconnection period 9/1/2022- 2/3/2023 since there is no service.2. Termination fee 3/9/23-3/9/25 will not be acceptable since we are still using Verizon service in our site. Could anyone review our claim and really investigate the issue and solve our issue?

  

  Business Response

  Date: 04/18/2023

  **** *** **
  ******* ** **********
  
  
  ***** *** ****
  
  
  
  ****** ******** ****** ** **********
  **** ***************************** ******** ** ***** ***
  ********* ** *****
  
  
  
  ***  ************ *******************
         ********* ******* ********
  
  
  Dear *** ********************* you for contacting Verizon.  This letter is in response to the above referenced complaint for ********************  ************ expressed concerns about a bill dispute.  Please accept this letter as confirmation of Verizon's response to her concerns.
  
  Upon receipt of the complaint, I spoke to ************ and confirmed her concern is with Verizon Fios Business.  We are requesting her case to be redirected to Verizon FIOS for her business internet concerns. 
  
  Should you have any questions regarding this correspondence, I can be reached at ******************************.  My office hours are 10:30 AM - 7:30 PM ET, Sunday - Thursday.  Thank you. 
  
  
  
  Sincerely,
  ***********;
  Executive Relations Analyst

  

  Business Response

  Date: 05/31/2023

  Good Morning,
  
  After reviewing the case for ******************* of ********** LLC,we have been able to address her concerns. ************ submitted a complaint detailing that she was billed for service that was disconnected from September 1st of 2022 through February 3rd of 2023. Additionally, *********** was charged an early termination fee for the disconnection. She has requested a credit for both billing concerns referenced.

  
  Our billing team has been notified and sent the two concerns for investigation. Two billing disputes are currently pending under **************** and ***************** We are awaiting final approval of both credit requests. ************ has been told the progress of each ticket and our team is following up with her as each ticket is updated. Please allow the investigation to be competed for final resolution, as ************ has been communicated with on the same steps of pending progress.

  Customer Answer

  Date: 09/18/2023

  Better Business Bureau:
  

  Hello,
  
   
  
  I’d like to say this claim has been resolved and we have received the refund. Thank you so much!
  
   
  
  Feel free to let me know if you have any questions.
  
   
  
  Best,
  
  ***** ****

  
  
  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,
  
  
  
  ***** ****