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 2F, Pod B2 Silver Spring, MD 20904

• 

  Verizon Online/Fios/DSL Services for Metro Washington DC

  13100 Columbia Pike 2F, Pod B2 Silver Spring, MD 20904

• 

  Verizon Online/Fios/DSL Services for Metro Washington DC

  400 Foxcroft Avenue, Suite 200 Martinsburg, WV 25401

• 

  Verizon Communications

  13100 Columbia Pike 2F, Pod B2 Silver Spring, MD 20904

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:03/31/2023

  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 put a collections notice on my credit report which ruined my credit score. This collections notice decreased my score 54 points! The phony account has a balance of $490. I called Verizon and verified with them they have no history of any account for me. This needs to be removed from my credit report as I never had an account with version according to the companies records. Verizon ruined my credit over an account i never even owned. This is being disputed with Experian. This is totally unacceptable, its been verified that I do not owe Verizon ANY money by your customer service team. Im deeply upset that a Verizon put false info on my credit report. Never once did I receive any notices for anything about this. I was never a Verizon customer. Needs to be removed from my credit file asap. Verizon has absolutely DESTROYED my credit score with this phony collections reported on an account i never had. My credit is ruined.

  

  Business Response

  Date: 04/12/2023

  Please be advised we spoke to the customer regarding their concern. We advised of what required documents were needed in order to process a correction. This information was not provided. We advised this is our final decision and cannot assist without the requested documents. The customer ceased contact with us after multiple attempts. 

  Thank you, 

  Executive Relations 

• Initial Complaint

  Date:03/30/2023

  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 paid my prepaid internet on Wednesday they took the money out of my account and still don’t have services I been on the phone and chat in total of 6 hours of being bounced around from agent to agent and everyone says that can’t help me but took my money my autistic kids have been crying because they can’t get in internet because our hotspot keeps lagging and running slow I think Verizon is ripping me off

  

  Business Response

  Date: 04/07/2023

  We were able to speak with the customer regarding the missing payment. We followed up with the account to see if the payment would post, and it has not. Payments pending with a financial institution should fall off the account in 3-7 business days and be deposited back into the account. If this has not happened and the payment is still pending, the customer needs to contact their financial institution for further assistance. Thank you

  Customer Answer

  Date: 04/07/2023

  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]

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

  

  Business Response

  Date: 04/11/2023

  We attempted to reach out to the customer and she advised "I'm tired of talking about it isn't going anywhere im not satisfied with Verizon or cash app I will not be responding anymore ". We apologize for the inconvenience in dealing with this matter and we have advised that if the payment in question is still pending against her bank account, she needs to contact her financial institution as they have a process to remove pending holds for transactions that have not completed in an allotted amount of time. If the payment is still pending, that means that Verizon does not have the funds in question and cannot assist. 

  Customer Answer

  Date: 04/11/2023

  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]

  
  

  I was done dealing with Verizon they definitely treat prepaid customers different from the rest 

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:03/30/2023

  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.

  I received my Verizon bill on March 3, 2023 and was confused about my charges for set top boxes under the requested change in service area of my bill. When I signed up for Verizon in 2012, I was promised Free Set Top Boxes for Life but my discount was rescinded for the month of February 2023. I saw that instead of $20.00 being taken off of my bill, it was added back on there on 2/4/23. I was given a $6.00 credit but still charged $14.00 for my set top boxes which should have been free for me. I called Verizon customer service February 21, 2023 and they signed me up for a different plan and gave me free set top boxes. I asked them to refund the charges for my February bill and they informed me that they could not do this for me but gave me free HBO and a $200 Verizon gift card for the inconvenience and for signing up for a new plan. I received my bill on March 3, 2023 and noticed that I was charged for the HBO that I was promised for free and never received my promised $200 Verizon gift card. I called back on March 7, 2023 and the representative could not help me despite me going back and forth with them over customer service chat. It is very upsetting that Verizon makes promises to their customers and does not fulfill them. I got charged $14.00 in February for set top boxes that should have been free. I was promised free HBO and a $200 Verizon gift card that I never received. I am very upset and angry! I am a long time Verizon customer and after my term is up I am greatly thinking about not having Verizon again if this is not settled for me. I am upset that I am promised all of these things and when I get my bill I am charged for the HBO and the set top boxes and never receive the $200 Verizon gift card I was promised during my chat on 2/21/23. I would like an explanation as to why this happened and why I was not told the details about these promotions.
  
  Verizon Account # *******************

  

  Business Response

  Date: 04/14/2023

  We spoke to the customer regarding her inquiry.  We were able to care for her concerns.
  We will be following up her next bill to make sure it is correct.

• Initial Complaint

  Date:03/27/2023

  Type:Order 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.

  Bill went up without explanation or advance warning. We have a contract, and the bill must disclose if and when the contract is due to be renegotiated. Telephone representative refused to fix the problem. Specifically, "Custom TV Home & Family $67.99 price - $20.00 discount expires 5/22/25" went up by $13 and "Fios TV Broadcast Fee $11.49" went up by $5. Bill makes it appear that discounts and their expiration dates are clearly disclosed, but in fact, the opposite is true. Elsewhere on the bill, away from the monthly list of charges, in small print, it says, "This is a reminder that the base rate for your Fios TV plan increased this month." Reminder?! No. This is sleazy business practice. Please warn anyone who comes to BBB for a reference for this company.

  

  Business Response

  Date: 04/10/2023

  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 contract that expired and a price increase that was tied to the contract expiration.  
  
  Please be advised, we have spoke to ****** ******* and were able to re-negotiate the contract and lower the monthly bill. We explained that they are on grandfathered pricing and were able to keep the same plan but with a new contract. We explained that we are moving away from contracts with our new mix and match pricing. We advised that we will document the customers feedback regarding the contract end date not being listed on the online account. 
  
  We trust that this information will assist you in the closing of this complaint.

  Customer Answer

  Date: 04/11/2023

  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]

  
  

  I very much appreciate the efforts of the Verizon executive with whom I spoke. I was indeed able to renew my two-year subscription at a favorable rate. However, it took the extraordinary measure of filing a BBB complaint to do so. Future customers need to be warned that Verizon maintains an anti-consumer practice of appearing to provide all pricing information on a single page on each bill, when in fact they do not. This results in consumers being blindsided by unexpected price increases. The company needs to change its policies. My complaint and these comments should remain available to those who check on this business.

  
  

   

  
  

   

  
  

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

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

  

  Business Response

  Date: 04/12/2023

  ***** *** ****
  
  
  ***  ****** *******
  ****** ***  ********
  *********  ***** *** ****
  
  Dear BBB, 
  
  Verizon provided a response to this matter on 04/10/2023 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. *** ******* advised that he rebutted the original resolution because he wants Verizon to add contract end dates to customer bills and or our website. Verizon empathizes with *** *******'s continued concern, however, the information provided in our initial response was comprehensively discussed with *** ****** ******* and remains our final position in this matter. *** *******'s concern was addressed and his feedback has been noted. We explained that his request is not likely to be implemented because not all plans have contract end dates and those that do can be provided upon request.
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations
  

  Customer Answer

  Date: 04/12/2023

  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:03/25/2023

  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 a loyal verizon fios customer for over 15 years. Each year, my monthly bill goes up despite paying all the bills on time every month. Each year that i call, i speak with a supervisor who tells me they cannot offer me any discounts this year, but next year they will do there best. Low and behold, this year i called again and they told me the same response. Not only that, the agent i spoke with this year was not understanding, rude, and impolite.

  

  Business Response

  Date: 04/12/2023

  We spoke with the customer, and addressed their
  concerns.  They were not satisfied with
  the resolution. Verizon does not offer any discounts based solely off of how many years a customer has been with us or able to offer manual credits based on loyalty. We advised the customer to refer to their My FiOS account as they may view current offers and promotions Verizon is running.

  Customer Answer

  Date: 04/13/2023

  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 promised me discounts year after year and never fulfilled there promise. Customer service agents are nasty and rude 

  
  

   

  
  

   

  
  

   

  
  

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

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

  

  Business Response

  Date: 04/17/2023

  We have advised the customer of our resolution.  Verizon's stance on this matter still stands,
  and has not changed. Verizon has provided the customer with a final business decision in regards to this matter. Verizon requests that the BBB take this into consideration when reviewing future complaints from ******* ********* on this matter.

• Initial Complaint

  Date:03/23/2023

  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.

  I had an account that went into collections due to Covid, things got bad and unfortunately bills got behind. I reached out to Verizon and was told that I needed to speak to the collections department to resolve this account. I was told that once this account was resolved, I could just call back to Verizon and they would remove the account from my credit report. I specifically asked the collection department regarding this exact thing and was just told that it would be no problem. They explained to me that there was no need to complete any delete for payment letter as I requested, because it was all internal. This account has been resolved and now I am being told that they are not going to remove the account. This was talked about in great detail with the verizon reps and I was assured and assured again. Well, here we are and it is exactly as I expected, and they were not honest with me in order to close this account. Im saddened that in these times, you try and make good on commitments to these companies and it means nothing. You speak to one person and your told one thing, the next person your told something different. Why is it okay to lie to the consumer? Since when did this become the norm?

  

  Business Response

  Date: 03/24/2023

  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 an account on his credit report.
  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: 03/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this is fine and a new complaint will be issued to the wireless division .
  
  
  
  Sincerely,
  
  
  
  ***** *****
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:03/22/2023

  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.

  On 3/21/2023, I arrived home from work to no Verizon ************ (Wi-Fi or TV). I attempted all normal resolutionspower down devices and restart. None of this worked. I called Verizon Fios, waited on hold for ******************************************************************************* my neighborhood and I was the first one to report it. I was told it would be fixed by 12am (I called them at 6pm). I then received a text message stating it would be fixed by 6:30 pm on 3/22/23. At 6:30pm still no service. I called again and the recording told it would be fixed at 9pm. I called them back at 6:45pm and got someone else on the phone. This person is now telling me there is no outage and it is only my service that is impacted. They will need to send a technique. I am beyond upset. I told the service person last evening that Im leaving to go our of the country for 2 weeks on 3/23 at 8am. I needed to complete a lot of business work before leaving that now isnt completed due to this service. Additionally Im paying $199 per month for service I dont have nor do I have access to other service Im paying for. ESPN +, ******** ****** + Amazon Prime, Peloton.. goes on and on. They completely lied to me on the phone last night. In addition to all of this my sister needed to work remotely at my house today prior to leaving on this trip and she was unable to work because of no internet service. This was a blatant disregard for my time, money, and personal wellbeing.

  

  Business Response

  Date: 04/05/2023

  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 the television and intertnet service on the account has been out since March 21, 2023. Additionally, she expressed concern regarding the services paid for in addition to services she utilitzes internet and television for as well. 
  
  Please be advised, Executive Relations spoke with *************************** on March 23, 2023. During the interaction, she advised she would not be available until after April 4, 2023. On April 5, 2023 our office spoke with the customer via telephone. During the interaction, she confirmed the services have been restored. Additionally, our office confirmed compensation on the account for the time without service. *************************** expressed her satisfaction. We consider this matter resolved. 
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

  Customer Answer

  Date: 04/08/2023

  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:03/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called up about a problem with my ports that was addressed incorrectly by Verizon several years ago. And I also wanted to know why I was paying almost twice as much per month for the same service as my neighbor. The Verizon guy reduced my charges per month and scheduled a new service appt to correct the issues with my active ports. However, he said I could have a $200 gift card for my troubles. He said I could use it for paying my bill like the service call. When I tried to use that it was not available to use. I called them up and the lady I spoke to was just interested in selling more services. I asked for a mgr. The mgr said the card was not available to me until one day after my bill was due. She then said I could use it as it would be available before I was charged a late fee. I told her the entire thing was deceptive. She asked me if I read the fine print. I told her I went off of what the guy told me up front and they should train their people to disclose all of that. She agreed. I saw the gift card ready to use. But because my acct is now late it disappeared as I have to have a balance due of $50 or less for it to show back up to be redeemed the Verizon person I chatted with tonight said. This is totally deceptive. You should do something about them over this. They are putting the greed in corporate greed. I should not be paying a late fee either. I've been their **** customer for years with many products over the years. Just disgusting people.

  

  Business Response

  Date: 04/14/2023

  We spoke with the customer, and addressed their concerns. The customer was able to receive and use the gift card but is dissatisfied with the process in which it took to resolve the gift card matter.  They were not satisfied with the resolution.

  Customer Answer

  Date: 04/27/2023

  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:

  No their response didnt 100% satisfy my complaint. They misled me as to how the gift card would be available/could be used/etc.
   

   

   

   

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

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

  

  Business Response

  Date: 05/04/2023

  Unfortunately, our attempts to reach the customer have been unsuccessful.  We were able to leave messages with our contact information. We apologize for any frustration and confusion the customer had with the gift card process. The customer confirmed on his initial case that he did receive the gift card and was able to use it on 04/12/23.  Please be advised that ************;******** has been notified that Verizon's position is final and, absent additional facts, no further action will be taken. Accordingly, Verizon requests that the BBB take this into consideration when reviewing future complaints from ************;******** on this matter.

  Customer Answer

  Date: 05/04/2023

  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:

  Yeah I got the gift card after all of this back and forth. They haven't accepted responsibility for the incorrect information that they provided about when the card would be available for use. I still had to pay for all that I paid for upfront. They even refused to enable the gift card until I paid my balance after they initially told me I could wait and not incur a late fee. They lied. And the second person I spoke to asked me if I didn't read the fine print. I asked her why I should have to--why didn't the person I originally speak to tell me the "fine print" details of use so I would know. Again they lied.
  

   

   

   

   

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

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

• Initial Complaint

  Date:03/21/2023

  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 got charged for the internet home Verizon after I cancelled the equipment and returned it to the middleboro store then the Verizon. Phone rep when I call to cancel couldn’t verify my account because I have a different billing address and because the billing address is my rep payee I wanna refund $500.

  

  Business Response

  Date: 03/27/2023

  Dear BBB 

  
  Customer advised our frontline customer service rep that she would have her payee make the final payment, charges are valid. Final resolution. 
  

  Thank you 
  Verizon ERT

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/3/2023 I contacted Verizon Fios 2 times. My service started 1/4/2023, yet I was unable to receive a cable signal. Independent technician advised there was an issue with my home receiving a signal originally thought to be related to not having a modem. Ticket# ********** created with Verizon which confirmed no modem required for Fios & incorrectly advised that I did not have an available call history due to lack of router. Therefore ticket closed. Called back Verizon within an hour stating technician believed there was an issue with me receiving a signal from provider, ticket # **********. During this call Verizon representative and I confirmed the following: me not having a call history was not related to router, me not having a call history an error on Verizon's part when setting up my profile, a Verizon "internal ticket" needed to be created, & I would have full functionality with regards to the telephone services I was paying for within 72 hrs if not sooner. During this call the Verizon Rep observed that the Verizon NTB attached to my house had not been properly grounded advising a potentially serious safety hazard. In addition, we confirmed I was able to access the internet with my personal laptop. On 3/4/2023, ticket closed. Independent technician returned 3/4/2023 & was unable to get internet signal. Verizon contacted a 3rd time (this time independent technician spoke directly with Verizon). Verizon confirmed no signal was being received within my home & Verizon repair technician needed to resolve issue. On 3/7/2023 Verizon technician replaced plastic connector which resolved connectivity issues. However I still do not have access to my call history logs which I was informed by Verizon is related to how they set up my account profile. Tried reaching out to Verizon multiple times but get redirected & put on hold for greater than 1hr.

  

  Business Response

  Date: 04/04/2023

  ******* ********* ********* ****
  ** ******** ******
  ** *****
  ******** ** *****
  
  ***** *** ****
  
  
  ***  ******** ****
  
  ****** ** *****
  ********** **********
  ****** *** ********
  ********* ***** *** ****
  
  
  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 difficulty with the installation of their Fios service as well as problems accessing their call history. The customer is requesting credits be applied to remove charges until service was fully functional.
  
  Please be advised, we have spoken with the customer and confirmed that their service installation issues were resolved as of March 7, 2023. The customer also confirmed that the call history is now available, but they advised of concerns relating to the information provided in the history. We have been unsuccessful in our follow up attempts to reach the customer and address the questions regarding the call history and their credit request. We are closing this BBB case in order to meet the agency deadline, but will continue our efforts to reach the customer and confirm full resolution of their concerns.
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations