Business Profile

Telecommunications

Verizon Communications

BBB Accredited Business A Rated by BBB

Important information

Customer Complaint:
Please be advised that due to a high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

4,440 total complaints in the last 3 years.
1,334 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/07/2023
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 enrolled in Verizon Internet and the sales person represented that I would have high speed Internet at a $89.90 Total which should have included all fees and charges and guaranteed for 10 years. There were issues with my order from the start and a representative of Verizon kept skirting the issue of what my speed should be and completely failed to address my promised speed. This representative also attempted to tack on significant charges over and above the represented $89.99 monthly fee.
Business Response
Date: 03/21/2023
Dear BBB,

The following response represents Verizons full investigation and resolution of ******************** dispute. Please be advised that ************************* has been notified that Verizon's position is final and, absent additional facts, no further action will be taken. The customer has complained about the monthly billing. The customer was advised her bill will be $89.99 a month with auto pay after her 3 installments of $133.33 for the router has ended. The customer was given the opportunity to return the router and purchase her own, a return kit was sent to her and she was advised she had 14 days to return the router; we have not received the router and therefore assume the customer will keep the equipment at this time. No future return will be honored outside of any warranty issues or the original return period of 30 days after original purchase. The first billing cycle without the billed router will be the 4/3/23 bill cycle. We have set up a follow up on the customer's account to ensure the billing is correct. [Verizon stands by the previous response and no additional credits are due. If additional credits are issued for this matter, they will be reversed.] Accordingly, Verizon requests that the BBB take this into consideration when reviewing future complaints from ************************* on this matter.

Sincerely,

Verizon Executive Relations
Initial Complaint
Date:03/02/2023
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.
We moved into our newly built home almost a year ago. There has been a Verizon Fios pedestal box (handhold) in a big hole in the ground this whole time. The box is set too low in the ground and needs to be raised up to be flush with the ground around it, and dirt is needed to fill/grade the surrounding hole so that it is level with the land around it.

Both my neighbor and I have called Verizon several times to address this. Either they don’t come, or they send techs who are not equipped to fix it, or the techs will just write a new ticket for someone else to fix it and then nobody ever actually comes to fix it. One time, someone came and all they did was remove the upturned sod that they dug up and left to die, then stuck an orange cone on top, and left…but they didn’t actually raise up the box or fix the hole or fill it with dirt and nobody ever came back. The orange cone is still there nearly a year later! This has been ongoing for nearly a year now. The builder and HOA have made it very clear that this is a job for Verizon and involves their equipment. I believe it needs to be addressed by a Verizon contractor or construction crew. I’ve called the local area supervisor multiple times and he has never once returned my call.

Not only is the hole an eye sore but it is also a hazard as we have young kids and animals. This has been ongoing for a year and it really needs to be fixed. I would really like for Verizon to actually send out a contractor or construction crew who is equipped to do the job, which is to raise up the pedestal box (handhold), then fill with dirt and grade it properly to the land around it, then lay grass seed. I would appreciate if someone can truly get back to me and get this done. I’d also appreciate if Verizon can contact me via email or phone directly to address this.
Business Response
Date: 03/09/2023
***** *** ****

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

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

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

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 an open damaged handhole in front of her home.

Please be advised, that we have repaired the handhole and confirmed with **** ****** that she is satisfied with the resolution.

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

Sincerely,

Verizon Executive Relations
Initial Complaint
Date:03/02/2023
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 canceled my Verizon Fios service on November 18, 2022 and have a $190.53 credit that is still unpaid. I was told by a rep (******) on January 27 that it would be paid by February 18. Today, March 2, I was told that the payment will be paid on March 27 by rep *******
Business Response
Date: 03/02/2023
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 refund on a closed account.

Please be advised, the account was final billed on 2/24/23. Due to the account being final billed on 2/24/23, the refund will be automatically sent to the customer within 30-60 days prior to the disconnect date of 2/11/23. Verizon will continue to follow up with *** ****** to insure that he receives his refund credit balance.

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

Sincerely,

Verizon Executive Relations
Customer Answer
Date: 03/02/2023
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:

I contacted Verizon to cancel the service on November 19, 2022. Verizon contacted me today that sometimes there is a delay because they didn't receive the equipment in a timely fashion. The rep named **** told me that they received my equipment on January 10, 2023. However, I have the *** tracking information showing that they received the equipment on November 28, 2022. Even in their response to my complaint they now say 30-60 days until the credit. On January 27, rep ****** told me they would send me the credit on Feb 18 and today their customer rep ****** told me March 27.

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

Sincerely,

***** ******

Business Response
Date: 03/03/2023

Dear BBB,

Verizon provided a response to this matter on March 2, 2023, and after further review, our position still stands as previously stated. We have conducted a full and thorough investigation into the customer's matter and found no subsequent evidence to overturn our original decision and no further action is required by Verizon. Verizon will continue to make sure that *** ***** ****** receives the refund back however as explained to *** ***** ****** due to the account closing, any account with a credit balance has to wait on a final bill. The final bill took place on 2/24/23 at which it will take 30/60 days for the system to refund automatically back. Verizon is working with our Financial Service Team to verify that due to the time of the final bill it and not guaranteed that *** ***** ****** will receive the refund back at a sooner date than 30/60 days. Verizon empathizes with the customer's continued concern, however, the information provided in our initial response was comprehensively discussed with *** ***** ****** and remains our final position in this matter.

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

Sincerely,

Verizon Executive Relations
Initial Complaint
Date:02/28/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a Verizon Fios subscriber for over five years. I changed my service with Verizon on January 16, 2023 via chat agent after being told by the agent that I would receive a $200 gift card at which point I agreed to enter into a new level of service. I asked if I would receive written communication about this and was assured that I would but I still have not received that communication. I called Verizon on January 18, 2023 to check on this since I had not received written confirmation of the gift card being processed by that time and was told that I would receive the gift card by February 2023. I called to follow up on February 28, 2023, and spoke with an agent and a supervisor who both told me that I would not receive a gift card and that there was no way they could check a log of my phone call communication from January 18, 2023 or my chat from January 16, 2023 to see what I had been promised. I then posted to Verizon's support community and after going through a support process that jumped from the support community, to Verizon private message, to Facebook Messenger, to a ******** secure support line, was again told that I would not receive the gift card. The agent I spoke with today also implied that because my monthly bill amount had been reduced I was not entitled to the credit promised by Verizon representatives just a month before.
Business Response
Date: 03/01/2023
******* ********* ********* ****
** ******** ******

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

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

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

Dear Dispute Resolution Services,

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 $200 gift card that was offered but not honored.
Please be advised, we have reviewed the initial interaction the customer had and have confirmed he was offered a $200 gift card through an online chat conversation. A manual credit has been applied to the customers account to compensate for the gift card amount that was offered. We have discussed this with the customer and they have advised they are satisfied with this offer. Coaching has been submitted based on the customers previous interactions.

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

Sincerely,

Verizon Executive Relations
Customer Answer
Date: 03/01/2023
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:02/27/2023
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.
In September of 2022, I closed my account with Verizon as I was moving to an area in which they did not provide service. I returned my equipment to an authorized drop-off facility, a local UPS store near ***** ***** **. The *** store advised me to keep my receipt, just in case, so I did.

Since then, Verizon has reopened my account several times, claiming not to have received my equipment. Each time I have contacted Verizon and disputed this, providing the return receipt information, and each time they have apologized and closed the bill.

In January of 2023, they reopened my account and issued a bill to me for the same unreturned equipment for $107. I contacted Verizon again and had them once again resolve this. However, not only did they fail to resolve the issue, they sent my information to a collections agency, which had an extremely negative impact on my credit score, dropping it by 167 points!

I have spent hours upon hours since finding out about this issue - thanks solely to a credit monitoring agency, as Verizon did not advise me of this at all. Verizon has consistently given me the run around, with every representative I've spoken to telling me to talk to another, usually one I've already spoken to. One has advised that Verizon will resolve the issue in 30-60 days.

This timeframe is unacceptable. Thanks to the issuance of these fraudulent charges and Verizon's actions regarding them, I no longer qualify for a home or auto insurance loan from any reputable provider. If something happens to me in that timeframe, my family is at risk of major financial hardship.

I need Verizon to resolve this immediately and to advise what reparations they are prepared to make me for this consistent and unnecessary difficulty.
Business Response
Date: 03/03/2023
Dear BBB
Customer has been advised that Legal Liaison has reviewed the account, the balance is zero and the credit reporting has been deleted.
Sincerely
Verizon ERT
Customer Answer
Date: 03/04/2023
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 for the time being. Verizon has demonstrated a history and willingness to repeatedly reopen issues such as this that they have previously confirmed as resolved, however. I will immediately consult legal action should this occur again.

Sincerely,

**** ******
Initial Complaint
Date:02/27/2023
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.
My household choose Verizon for our Internet. We didn’t have any troubles setting up the service boxes they sent. We then decided to add cable. They sent us cable boxes and we couldn’t get them to work. Called over and over and chatted over and over but no one seemed to want to help. I would get hung up on constantly, wait on hold, and repeatedly disconnected on their end. This went on for 3 or 4 days before they offered to send a tech and at this point the rude and horrible customer service was enough for me. I decided to cancel the services. The service was canceled on JAN 8 and I explained to them that I haven’t even been able to watch cable. I only had the cable boxes a 1 week or 2. They told me they would prorate the service because I was canceling. On Jan 15 I was charged for the full $220. This was the amount it normally was costing. I contacted them asking why I was charged the full amount for a service I canceled and that didn’t even work properly and they reassured me over and over they would refund the money. They never did and I just recently inquired once more on the issue and I was on hold for 40 minutes with no response other than they were checking on it. Clearly the customer services reps are not interested in helping me with refunding my money.
Business Response
Date: 03/24/2023
******* ********* ********* ****
** ******** ******

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

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

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

Dear Dispute Resolution Services,

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 billing dispute related to disconnected tv services he was unable to use.

Please be advised, we have attempted on multiple occasions to reach *** ******* **** through phone as well email. Our attempts have been unsuccessful thus far. Please be advised that the bill in dispute is not the customers final bill as there was a bill that was generated and due prior to the disconnect request. A final bill has generated with a credit balance reflecting. An unable to reach letter has been mailed to the billing address on file as of 3-24-23 detailing the customers issues in addition to providing a response regarding the billing details. Our direct contact information has been provided so that the customer may contact us back should he have any further questions.

We trust that this information will assist you in the closing of 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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Service was canceled Feb 8, on Feb 15th as I had stated, I was billed for the full amount of $220.62 When I spoke to an associate on the phone, I was told the final bill would be pro-rated. Even if it hadn’t had time to be pro-rated when the payment was taken out, why haven’t I received the credit back? It is now March 24th. As everyone else I’m sure, I work a very busy job and it is very hard for me to take calls or respond, I apologize for the delay. It was impossible to reach or speak to anyone from Verizon to begin with

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

Sincerely,

******* ****

Business Response
Date: 04/04/2023

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

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

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

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

Dear Dispute Resolution Services,

Verizon provided a response to this matter on 3-24-2023 and after further review our position still stands as previously stated. We have conducted a full and thorough investigation into the customer's matter and found no subsequent evidence to overturn our original decision and no further action is required by Verizon. Verizon empathizes with the customers continued concern, however, the information provided in our initial response was comprehensively discussed with ******** ******* **** and remains our final position in this matter. We have reviewed with the customer the timeline of the disconnect request and when the final bill generated. A refund has been processed for the remaining credit balance on the account.

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

Sincerely,

Verizon Executive Relations
Customer Answer
Date: 04/04/2023
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:02/22/2023
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 had Verizon FIOS plan with 200 Mbps Internet. I paid $87 per month for the plan.
I contacted Verizon over chat option in January 2021, and was told by an agent that I can get 1Ggb speed internet for slightly higher price of $95 per months. I eagerly agreed to this, since agent also promised that with the new plan I will get free router and 200 gift card.
When I agreed to all that, agent switched me to the new plan. I got email confirmation stating all the same, $95 per month and all other perks. But in reality, when new bill came, it was $126 per month. After receiving the bill I contacted Verizon multiple times over the chat feature. All of those times I was promissed by the agents that the bill would be corrected to $95. Now 2nd bill came from Verizon and it's still $125. Also, I didn't get free router and it's been over month since I ordered the service. My internet speed is still 200Mbps and I pay almost $40 more for the plan. I also contacted Verizon and asked them to return me back to the original plan at $87, they said it was not possible. Please help me to right this wrong.

Thank you in advance,
**** ********
Business Response
Date: 03/08/2023
Dear BBB
Customer is satisfied with billing resolution and I will follow up for next months invoice to make sure billing is satisfactory. Final resolution.
Thank you
Verizon ERT
Customer Answer
Date: 03/08/2023
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:

Although I am partially satisfied with Verizon's response, it's not 100% complete.
I did get a credit and my new bill is now $104 down from $126, but the originally promissed bill was supposed to be $95. I talked to the representitive and was told that next bill in April should reflect that change and be adjusted to $95. Until I see new bill at $95, this case should be open.
Thank you for your help with this matter.
Warm regards,
**** ********

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

Sincerely,

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

Business Response
Date: 03/13/2023
Dear BBB
Customer increased to a higher speed therefore bill increased. Verizon has applied all eligible discounts and this is the final amount we can provide for this concern. We apologize for any inconvenience and this is our final resolution.
Sincerely,
Verizon ERT
Customer Answer
Date: 03/14/2023
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 completely because:

Verizon did issue additional discounts, which I do appreciate, however there's one more thing that needs to be addressed.
I attached complete copy of the original Verizon order confirmation. In it there it included promise to send $200 gift card, that was supposed to be sent after 2nd billing cycle.
It's been more than 2 billing cycles already and I'm yet to receive the gift card.
Also in the same order it stipulates 4 year price guarantee.
The case can be closed after this is met.
Thanks again for addressing my complain.
Warm regards,
**** ********

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

Sincerely,

**** ********
Initial Complaint
Date:02/21/2023
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.
we have 2 year contract on date JAN-09-2020
We called Verizon to cancel the services on Sep-22-2022. and we returned the equipment's too. Also we already completed our 2 year contract.
our bill should be less for OCT-22 month as we call 8 days advance. as compare every month.
Verizon keep charging every month till Dec-2022. and the amount goes to $583.12.
we keep try to reach them and request to check and reduce bill as we open new account with them and closed the old business. we agreed to pay bill of SEP-2022. but why we pay 2 year contract fees and other month bill which they didn't provided any services to us.
i attached old account bill and activation( which is on JAN-09-2020) and new account activation bill.
Business Response
Date: 03/07/2023
Thank you for referring the complaint of ****** ***** to our office for review. We appreciate this matter being brought to our attention. In his complaint, *** ***** expressed concern over being charged an early termination charge (ETF) for his FIOS Internet service on his November 06, 2022 bill statement and for being charged an unreturned equipment fee on the same bill statement.

According to our records, *** ***** had auto-renewed his FIOS Internet service on his September 06, 2021 bill statement for another two-year term. He was notified of the pending auto-renewal for his FIOS Internet service on his June 06, 2021 and August 06, 2021 bill statements. The notifications 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 200M/200M 2yr. Commitment Period thru Aug 06, 2021

Per the notice, if we are not contacted by the customer, service is automatically renewed. In addition, notification that the FIOS Internet service auto-renewed was indicated on his September 06, 2021 bill statement. The notification indicated the following:
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 200M/200M 2yr. Commitment Period thru Aug 06, 2023

*** ***** was properly notified of his auto-renew term agreement in writing via his bill statements. Verizon provides notification of product and service changes on 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 when we provide auto-renewal notifications "Please read important information regarding your Commitment Period in the message section at the end of this bill".

Regarding the charge for unreturned equipment, we consulted with our Fiber Solutions Team and they confirmed we had no receipt of the returned equipment from *** *****. *** ***** was to return an ATA audio code device associated with his voice services after he had canceled his voice services on September 21, 2022. *** ***** stated he had shipped all equipment back and we do show receipt of the phone handsets he had as part of his Business Digital Voice service, however, again no receipt of the ATA device. *** ***** does not have copies of the shipment tracking information so he would be liable for the ATA device if not returned to Verizon. We understand that *** ***** may disagree with our position on the ETF matter, however, that does not release him from contract term obligation based on our standard terms and conditions for ETF. The ETF applied to his FIOS Internet service 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.

Customer Answer
Date: 03/07/2023
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:i am disagree with auto renewal. if they do auto pay pay then no one check the bills. if auto pay bill then they should have to send separate notice for auto renewal. and when we start service with then they never told us for 2 year contract. when they want to new account that time they says all good thing but never told about 2 year contract or any termination. and when opened account they told me that they will send $200 gift card which i never received. they owe me $200 gift card + when i opened another account as we changed llc that time instead of switching account they forced me to open new account and close this one so they this is one of the trick to get termination fee. if they not agreed to remove the termination fee then they should have to give me another $200 gift card for new account. seems like i cheated by Verizon.

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

Sincerely,

****** *****

Business Response
Date: 03/15/2023
Thank you for referring the
complaint of ****** ***** to our office for review. We appreciate this
matter being brought to our attention. In
his complaint, *** ***** expressed concern over being charged an early
termination charge (ETF) for his FIOS Internet service on his November 06, 2022
bill statement and for being charged an unreturned equipment fee on the same
bill statement.

Per our
previous response, *** ***** was properly notified of his auto-renewal term
agreement on his September 06, 2021 bill statement. Verizon provides notification of product and
service changes on our monthly bill statements; it’s again the customer’s
responsibility to review bill statements each month to make themselves aware of
any notification of change. Based on our
terms of service statement “by ordering, using or paying for services, you
are accepting and agreeing to the terms and conditions in the Services
Agreements, Terms of Service, Product Guides and Tariffs that apply to these
services”, therefore a written
agreement is not required in order for a customer to be obligated to the terms
and conditions of the service. *** *****
can review our terms and conditions at ************************************************************************. Again, we understand that *** ***** may
disagree with our position on the ETF matter, however, that does not release
him from contract term obligation based on our standard terms and conditions
for ETF. The ETF applied to his FIOS
Internet service is valid and sustained and this will be our final response on
this matter.

Regarding
the $200.00 gift card we reached out to our gift card promotion department to
investigate *** *****’s complaint. On
March 15, 2023 we received the following response from our gift card promotions
team.
            College Farms Food Mart account
number (****************), this account shows as a closed account. We did not find any gift card currently
showing as pending on this account. There is no message section displaying at all. We went back to the 2019 time period and
found no information regarding a $200 gift card promotion in the purchase summaries
of our system. We also do not see any
gift care notifications be sent to the customer and nothing about reward
qualification and registration reminders. It does not look like a $200 gift card was ever added to this
account. We see no reward card fulfillment
record for this account.

            NBExotic and Smoke account number (****************),
we do not see any gift card currently showing as pending on this account. We also
checked customer communications as far as March of 2022, and I did not see any
references to any gift card in any of the Purchase Summaries. We also do not
see any gift card notifications going out to the customer (nothing about reward
qualification, no registration reminders, etc), so it does not look like a
reward card was ever added to this account. We also do not see any reward card
fulfillment record for this account number.
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.
Customer Answer
Date: 03/15/2023
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:

[Your Answer Here]

Thats fine you guys lying when we open accounts that time they promised. we consumers fulled by this company as we trusted them but when we leave or switch to new accounts. they try to make money on false charges. we did auto pay so we not see bills. and you guys also keep bothering us to do autopay which did so there is service providers responsibility to notify separately. or just end up my 2 year contract. li never wanted to keep that contract and when i started the service i never heard about this 2 year contract. when they open account that time sales team never tell about this dark things. and they promised me $200 gift card for new account. please check the call records. as i have 2 accounts with i should have to receive 2 gift card each $200 one and its also show on website that time when we purchased. and please remove 2 year contract from my current account too i am going switch that account as more trust for your company. we paid all month full amount without delaying and you guys try to get our hard earn money.

.

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

Sincerely,

****** *****
Initial Complaint
Date:02/20/2023
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.
You are reporting a account on my credit report Verizon # ****** that is a fraudulent account. I recently requested for a full discloser of this debt. I have not received my sign signature, original contract, or any information about this debt. By law after 30 days this debt is not mine. Cease and desist all reporting of this debt asap. It has been 45 days and this debt is not mine. Verizon you are hereby put on notice that you are reporting a account that has not been verified. Delete this account asap.
Business Response
Date: 02/24/2023
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 about a fraudulent Verizon account.

Please be advised, Verizon has tried to contact *** **** on several attempts with phone calls and emails with no response from the customer. *** **** has been notified by our Fraud Department that she will need to contact our Account Verification Center (AVC) to conduct an interview to verify if, in fact, the account in question is a fraud as Verizon is able to see a history of her email address on the account that has been opened as well as a move order. At this time, all charges will be sustained and *** **** will need to follow up with the AVC department.

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

Sincerely,

Verizon Executive Relations
Initial Complaint
Date:02/18/2023
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.
We had an account with Verizon for an address that we have not lived at since 2018. We finally managed to close this account as confirmed by Verizon CASE *******.
This account was officially closed in December 2021. We continue to receive monthly statements for $0. I have emailed ******* at Verizon who we worked with on CASE ******* but did not get a response. I have tried to contact Verizon via chat or another email but they require logging into your account. After all we have been through with Verizon we just want to STOP receiving communication from them. This account is closed. Save the paper, save the postage. I do not want our names in their system or associated with Verizon because our experience with them has been so absolutely horrible.
I want them to stop sending us monthly statements for a closed account.
******************* is the Verizon account number.
It is useless to call them on the phone. After our last experience in 2021 trying to close the account we called multiple times and the account remained open. ******* told me there was NO record of our calls.
Business Response
Date: 03/01/2023
Dear BBB,

Thank you for referring the complaint of******** ***** and ***** ****** ******** our office for review. We appreciate this matter being brought to our attention. ******** ***** and ***** ****** ******expressed concern about[Enter details].

Please be advised,on 2/22/2023 we responded to ******** ***** via email and set proper expectations for billing. Billing takes a billing cycle to cycle through and the expectations is 30-60 days for the billing to stop. ******** ***** confirmed through email that that resolves her complaint by stopping the billing. We have also provide the customer with our direct number if the issue continues in the furture.

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

Sincerely,

Verizon Executive Relations

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