Complaints

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

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  Verizon Communications

  140 West Street New York, NY 10007-2141

  
• 

  Verizon Communications

  13100 Columbia Pike Pod B-21A Silver Spring, MD 20904

• 

  Verizon Delaware, LLC

  901 Tatnall Street, 2nd Floor Wilmington, DE 19801

• 

  Verizon Communications

  Knoxville, TN 37923

• 

  Verizon Communications

  4210 Franklin Rd Roanoke, VA 24014

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:04/18/2023

  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’m only making this complaint for the 3rd time just to say, **** is by far the worst company EVER!!!!
  
  Every customer goes through hardship, but to really overcharge me every month, to provide the shittest service (lack of a better term) and not rationalize with me is crazy! I’ve paid $861 and $350 respectively!!! Last week and a few weeks prior! And i called to get the remaining payments pushed back because i do have other bills outside of **** …. By rent is $1800 alone
  
  Nevertheless, their president calls yet again, to waste my time!!! I actually called him to see if he can actually help me! It’s been a week with no response!!
  
  I don’t understand how this company works! But I’ve never experience this much ******** when i was with ********!
  
  Right now they cut my line off for 137$ after i paid 350$ just a few days prior!!
  
  Im over it!!!!!!!!!

  

  Business Response

  Date: 05/15/2023

  Thank you for referring this complaint  to Verizon. At this time, please consider this issue resolved. 

  Thank you,

  Verizon Executive Relations

• Initial Complaint

  Date:04/17/2023

  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 FiOS Account # ****************-15.
  
  My current plan is FiOS 1 GbE Internet only at $59.99/ month.
  
  In September 2022 I contacted Verizon FiOS about replacing a faulty VZ FiOS router for a new one. As the result, my account was changed without my permission to include completely different services, including adding equipment that I didn't ask for or need (Extender - $10/month).
  
  Since September 2022, every month I am getting a bill in the range of $92-112/month. And every month since September 2022, I keep calling Verizon customer service to get an adjustment and to fix the billing issue. And every month I am getting a promise that everything is going to be fixed in the next month bill, but the following month is again wrong.
  
  I humbly request that someone at Verizon with an authority and competence finally fix my billing issues.
  
  I'm attaching a screenshot that says that my service plan is $59.99/month and a copy of the latest bill.

  

  Business Response

  Date: 04/18/2023

  
  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 being overbilled for equipment charges. 
  
  Please be advised, we have investigated this and have found this to be an error. We have issued adjustments to compensate for the customers concerns. We have also corrected his profile to address our system error. 
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

  Customer Answer

  Date: 04/18/2023

  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:04/16/2023

  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.

  We live in 5 connected townhomes in a newer community. Last year, someone in our row moved out and Fios came to run the new line to their unit. In the process, **** **** ******* company, who digs for the lines for Fios, proceeded to cut the rest of our lines multiple times over the next months. Every time they’d fix one of our lines, they’d run over another. During this process, we also learned from Fios, that there isn’t enough room in the box for our neighbor’s line that was run over to fit without reconfiguring the box, so they ran a temporary line across multiple properties to a further box and said someone will be out to reconfigure the closer box and remove the wire. This lead to one Fios technician after another coming and doing nothing but saying the box needs configured and never showing up again. This has resulted in my neighbor’s live wire running over the top of my yard for ALMOST A YEAR. A year I have had to maneuver around this giant LIVE Fios wire. Tell people to watch it and not trip. Tell neighbors to watch their pets so they don’t get hurt. Tell the landscapers to not run over it. The 'temporary' wire extends over my and another neighbor’s yard, over the gas line and into another box almost a full block away. My neighbor has been warned several times with the HOA to get it handled. Again, this exposed wire has been running over my yard for almost a year. Our yards have been torn up repeatedly due to this process. I have not been able to plant grass or use my hillside. I have been worried every guest will trip. My landscapers, who I pay for, won’t treat part of my yard because the wire is laying on top of the entire back section. Again, because no one at Fios wants to take the time to reconfigure the box for my neighbors run-over line to fit where it’s supposed to run to. I want this remedied urgently before someone gets hurt and without damaging my yard. I have been beyond patient. This has been since last June and it’s completely unacceptable.

  

  Business Response

  Date: 05/26/2023

  *** *** ****
  
  
  ***  ***** *** **** ******
  *** ***** ******
  ********* ** *****
  ********** ************
  ****** *** ********
  ********* ***** *** ****
  
  
  Dear Better Business Bureau,
  
  
  Thank you for referring the complaint of ***** and **** ****** to our office for review.  We appreciate this matter being brought to our attention.  ***** and **** ****** expressed concern about neighbor’s live wire running over the top of their yard for over a year. 
  
  Please be advised, Executive Relations dispatched the Construction team for assistance. On May 26, 2023, **** ****** confirmed resolution of his concerns. 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:04/14/2023

  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 keep getting overcharged for my monthly bill continuously over and over again. I have contacted customer service so many times and nothing is ever fixed. I want a refund and for my bill to be fixed. I have never seen a worse customer service or had a worse experience than I have with Verizon Fios

  

  Business Response

  Date: 04/20/2023

  Dear BBB,
  
  
  Thank you for referring the concern of ********* ****** to our office for review. We appreciate this matter being brought to our attention. ********* ****** expressed concern about continuously being overcharged for her monthly bill. 
  
  

  Please be advised, we have corrected the discount for the Multi-Room DVR Enhanced Service feature to be free. A credit was issued for the Multi-Room DVR Enhanced Service feature billed on the February and March statements.   
  
  

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

  Sincerely,
  
  

   

  Verizon Executive Relations

• Initial Complaint

  Date:04/11/2023

  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.

  For a month, I haven't been able to watch cable TV due to some issue related to Verizons services to the home. I have called multiple times to rectify the situation; however, technical support has us running over a typical script of items to check (e.g., unplug the set top box for 30 seconds). Despite telling the foreign support line we have already tried these remedies we are forces to go through the process. After 30-45 minute on the phone with foreign run help line we were told the issue is a East Coast problem that should be rectified. After a week, services could not be accessed. Attempted to call tech support but get forced into an automated loop of menus, logins, account verification, app lockups etc. Finally I called to have all my services shut off, they convinced me to stay and let them get a technician out here. I said ok. Technician came and went leaving behind a mess of disconnected cables on the outside junction box and replaced an internal box to correct the issue. This didn't correct the problem, I now have the same issue again. Over the course of 15 years with Verizon FIOs I have to deal with annual calls to correct malfunctioning set top boxes, rising monthly costs, and poor customer service. It's nearly impossible to get an American on the phone to correct issues over the phone. I have been lied to, to get me off the line so that it can become the next phone supports issue. I am beside myself with anger.

  

  Business Response

  Date: 04/19/2023

  Verizon reached out to the customer and he advised us to close the case and nothing was needed. He has our direct contact info should he need it.

• Initial Complaint

  Date:04/11/2023

  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.

  Had Fios internet service since 2017, autopay from checking acc and paperless enrolled since then. Never made any changes to billing. Verizon will not honor their advertised 10$ discount from oct(2022) and previous. I am open to come to some kind of agreement as I am currently on a outdated 75/75mb plan.

  

  Business Response

  Date: 04/14/2023

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

  Customer Answer

  Date: 04/14/2023

  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:04/11/2023

  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.

  Verizon has charged termination fees for a contract that I didnt know I had. I had already fulfilled the 2 year contract that I signed with them. I was of the understanding that I was no longer in a contract. I never signed anything and they said they automatically renew the contract. That was never my understanding when speaking with their representatives to lower my bill. They were not able to offer a lower amount so I found another company. They push for you to get paperless bills and sneak in automatic renewals. That was not approved. They are taking advantage of people.
  The original contract started 10/25/19 and was for 2 years.

  

  Business Response

  Date: 04/21/2023

  Thank you for referring the complaint of ********* **** to our
  office for review. We appreciate this matter being brought to our attention.  In her complaint, *** **** expressed concern
  over being charged early termination fee charges on her account (*************)
  for canceling her account prior to contract expiration. 

  According
  to our records, *** **** was initially notified of a auto-renewal agreement on
  her October 25, 2019 bill statement.  *** **** received additional notifications of pending auto-renewal on her July 25,
  2021 and September 25, 2021 bill statements.  The notification indicated the following:
  Important Information about Term Plan Expiration
  Some of your services include special pricing based on a 2-year
  Term Plan that will automatically renew for another 2-year commitment period
  from the date(s) shown below. If you wish to cancel your next Term renewal and
  discount, please call us at the number listed on your bill 30 days prior to 60
  days after the date(s) listed. We can then move your service to a month-to-month
  rate plan. Otherwise, no action is needed and your service term will renew at
  the applicable Term discount rates.
  FIOS
  Internet 75M/75M – 2yr. Commitment Period thru Oct 25, 2021
  
  Per
  the notice, if we are not contacted by the customer, service is automatically
  renewed. In addition, notification that the FIOS Internet 75M/75M Service auto-
  renewed was indicated on the October 25, 2021 bill statement. The following was
  noted:
  Important Information about Additions or Renewals to Term Plans
  Some of your services include special pricing based on a 2-year
  auto-renewal Term Plan. To continue to receive these discount rates, you must
  maintain these services through the Term commitment period(s) noted below. If
  you disconnect your services before the end of your commitment period, you will
  be billed a Termination Fee of 35% of the base monthly charges for the
  remaining commitment period.
  FIOS
  Internet 75M/75M – 2yr. Commitment Period thru Oct 25, 2023
  
  *** **** was properly notified of her auto-renewal term agreement in writing via her
  bill statements.  Verizon provides notification of product and
  service changes on our monthly billing statements; it's the customer's
  responsibility to review statements each month even if they are utilizing
  online payment options such as auto-pay.  We provide the following notification on the first page of the bill
  statement “Please read important information regarding your Commitment
  Period in the message section at the end of this bill”.    We
  understand that *** **** may disagree with our position on this matter,
  however, that does not release her from the contract term obligation based on
  our terms and conditions for ETF.  Our
  Verizon Management team has determined that the ETF billed is valid and
  sustained.
  
  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.

   

   

• Initial Complaint

  Date:04/11/2023

  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.

  In March of 2022, I received an email from Verizon saying that my sign-up reward, which was a $200 Visa gift card for being a customer for a year, was on its way to me. When I hadn't received it within a month, I called and was told the mailings were delayed and I should wait another month. Every month until July, I called back and was told the same thing. I was then told that I was never eligible for the gift card at all, despite the email documentation I had. After several more extended phone calls and online chats, I was eventually promised (in September 2022) that I would be made eligible for a new $200 gift card in November 2022, and that I just needed to wait for that. It is now April of 2023 and I have received no update. I've already spent a good 6 hours on the phone and online chats with Verizon over this gift card, and am unwilling to call yet again, just to be given another run-around.

  

  Business Response

  Date: 04/17/2023

  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 not receiving a gift card from a promotion when she first established service in 2022.   Please be advised, we have performed an investigation on the account.  We have confirmed that the customer did qualify for the $200 gift card promotion after a 65 day waiting period.  There were systematic errors that prevented the customer from redeeming the gift card.  We have processed the gift card for the customer and she has confirmed she has received it. 

  
  We apologize for any inconvenience this may have caused *** ********** *  We trust that this information will assist you in the closing this complaint. 

  
  Sincerely, 

  
  Verizon Executive Relations
  

  
  

  Customer Answer

  Date: 04/23/2023

  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:04/10/2023

  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.

  Verizon Reported a balance of $284 to the credit bureau as in collections. I contacted Verizon to inquire what the balance was for as i closed my account in good standing. They claimed it was for unreturned equipment charges & last month charges. I advised that i did return the equipment months ago and still had my return receipt from the *** store that i shipped it back from. Once i provided the tracking #, they claimed they would credit my account in the amount of ****** for the unreturned equipment. I did receive a text saying they credited my account for ****** for the unreturned equipment but Verizon only reported to the credit bureau that my balance had decreased by ONE DOLLAR, instead of decreasing by ******. I have submitted disputes but Verizon clearly has the upper hand because the incorrect balance keeps getting put on my credit report and damaging my hard earned credit score and reputation. When i speak with Verizon financial team they are rude and unhelpful. I want this removed from my credit report entirely as it was inaccurate from the beginning.. but Verizon wouldn't admit that to the credit bureau. I will not pay them the remaining balance of $98 until they correct AND retract their inaccurate reporting to my credit report.

  

  Business Response

  Date: 04/21/2023

  We spoke to the customer regarding her inquiry.  Customer is satisfied with our resolution from executive relations,and has no further concerns.

• Initial Complaint

  Date:03/31/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From Jan. - May, 2022, we made numerous attempts to notify Verizon of the church board's decision to drop non-basic service. This included many phone calls, chats, and notes on billing vouchers per instructions on invoices. **************** led me to believe they would make the changes in the bill, but this never occurred. Verizon continued to charge the non-basic charges during this period of time. On Oct. 18, 22 I spoke to representative *** ****** who told me the account was closed and I should just throw the bills away. I just responded to the second collection agency. The first notice from IC Systems was responded to on Dec 26, 22, with no additional communication. I just responded to a notice from Valor Intelligence Processing, providing them with the same explanation. We feel we do not owe this amount, yet Verizon continues to try to collect the charges for non-basic services after they were notified to end this service. All basic charges were paid during this period. We are feeling like this is harassment on Verizon's part.

  

  Business Response

  Date: 03/30/2023

  Dear BBB,
  
  Thank you for contacting Verizons ****** of ********* Relations regarding  's complaint.  In the complaint, received on 03/28/2023, they have advised they are calling regarding a business landline (acct 1528152510001-10). They stated there is a concern regarding non basic charges on the bill after they requested the removal. 
  Upon further review, weve determined the customers concern should be addressed by our Verizon Wireline team.  Per BBB guidelines, please forward  's complaint to the appropriate Verizon Team.
  
  Email:            ************************************************
  Address:        ******************************                     ******** ** *****
  Fax:               ************ 
  
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

  

  Business Response

  Date: 04/11/2023

  ***** *** ****
  
  
  
  
  
  ***  ************ *************************
  
  ****** *** ********
  
  ********* ***** *** ****
  
  
  
  
  
  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 the final billing for services.
  
  
  
  Please be advised, we spoke with the representative of the church and negotiated a partial payment for the balance due. We agreed that due to the circumstances both the church and Verizon would split the balance due. The payment was processed for $346.64 and a credit for $357.14 was applied to the accounts. This brought both accounts to a zero balance and per our conversation has resolved this matter. 
  
  
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  
  
  
  Sincerely,
  
  
  
  Verizon Executive Relations

  Customer Answer

  Date: 04/21/2023

  Better Business Bureau:
  

  We wish to notify you of the resolution of our case with Verizon.  Because Verizon states they do not keep transcripts of the phone calls or chats beyond a certain period of time, they say we have no proof of our numerous phone calls and chats requesting eliminating non-basic charges. Although this is disappointing, it is just a continuation of the uncaring attitude this company has towards their customers. If they do keep the recordings of phone calls and chats up to a year as they stated, that information would have been available to them when they received our December 2022 letter regarding this issue. They were just not interested in taking responsibility for this issue what so ever until we filed this claim.
  
  Just to settle the case so we would not have to continue to expend any additional time, we agreed to pay one half of the charges, with the stipulation they would acknowledge this situation occurred and extra charges were billed simply because their service personnel did not follow the proper protocol, and had they done so, there would have been no charges. We also requested they notify the collection agencies of this settlement and refrain from contacting me, or the former treasurer of the church.
  
  It is still a mystery to us that they have no verification of the phone calls and chats beyond 12 months, but yet, they had the former treasurer's address and email address from years ago. 
  
  We wish to thank you for your assistance in getting Verizon to at least talk to us to settle the case.

   

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

   

   

   

  
  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,
  
  ************ Wesleyan Methodist Church