Complaints

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

close

Find a Location

Verizon Communications has 180 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

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

• 

  Verizon Communications

  PO Box 15071 Albany, NY 12212

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:02/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am paying for service that has been cutting off while I am trying to work from home for the past week in a half now. I already placed a complaint through BBB and corporate reached out to me Sunday and said he was going to call back on Monday to see if my service is working fine but they never called me back. And my service is still crappy and no 1 can explain why. They take my money but give crappy service.

  

  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 intermittent internet connection issues.  
  
  Please be advised, we spoke with the customer regarding their issue and they advised their concerns have been resolved. We provided our contact information should the customer need additional assistance with this issue.
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

  Customer Answer

  Date: 02/24/2023

  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:02/14/2023

  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.

  they charged me when I didn't have service and they put a bad credit score on my account

  

  Business Response

  Date: 02/14/2023

  Dear BBB, 
  
  
  Thank you for referring the complaint of chaim tauber to our office for review.  We appreciate this matter being brought to our attention.  chaim tauber expressed concern and disputed his final billing balance due in 2019.
  
  Please be advised, we have sold this account to a creditor and we no longer have access to collect for this account. Any dispute that the customer needs to resolve, he will have to contact the creditor who owns his previous account. 
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

  Customer Answer

  Date: 02/15/2023

  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]

  
  

   

  
  

   It was a unlawful charge, My phone number was  port out From Verizon a month before I did not had service with them at the time They probably sold it illegally And they put it a bad credit on my current report They need to take it off Is from credit report They should be liable for that.

  
  

   

  
  

   

  
  

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

  
  

  
  

  Sincerely,

  
  ***** ******

  
  

  
  

  
  

   

  
  

  

  Business Response

  Date: 02/15/2023

  Dear BBB
  Verizon provided a response to this matter on 02/14/23 and after further review our position still stands as previously
  stated. We have conducted a full and thorough investigation into the customer's matter and found no subsequent evidence to
  overturn our original decision and no further action is required by Verizon. Verizon empathizes with the customers continued
  concern, however, the information provided in our initial response was comprehensively discussed with *** ***** ******
  and remains our final position in this matter.
  We trust that this information will assist you in the closing of this complaint.
  Sincerely,
  Verizon Executive Relations

  Customer Answer

  Date: 02/16/2023

  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,

  
  

  ***** ******
  

  
  

  
  

  
  

  
  

   

  
  

• Initial Complaint

  Date:02/14/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  verizon is not reporting to credit agency that my balance is zero where consequently the damage is present. However, verizon reports to only one agency that is no damage and is zero balance. it looks verizon did not report my balance is zero to Equifax and Experian.

  

  Business Response

  Date: 02/22/2023

  We spoke with the customer and were able to assist them with their concerns. They need to speak with the Credit Bureaus to dispute the reporting of a recently settled debit

• Initial Complaint

  Date:02/13/2023

  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.

  Manage my Phone on *********** -
  I have been having a problem with call notifications being turned off with no reason. Two complaints were closed because I've given up trying to get help from Verizon. Call notifications allow me as a mobile business to receive my voice mail and phone number calling via an email which go directly to my cell phone email. Since I run a mobile business the feature is extremely useful. The last complaint it was referenced that someone that perhaps I live with was doing it. I live alone. They reset my passwords (both for the FiOS app which you can't turn on or off this feature, and also on the website. I came home at lunch that day (it was a Friday) and it was turned off (noon that Friday).
  I now have to log in to *********** every morning and check it. Now the problem is the features has a big orange box and I cant do anything (SEE SCREEN ATTACHMENT). While I understand Verizon does not know what the cause of why it is being turned on or off, I need to manage my own features to ensure it is always on. I am going away on business tomorrow and need to monitor it. Please get rid of the orange box so I can check it and turn call notifications on if necessary. Or, add this phone feature to your FiOS app. Thank you.

  

  Business Response

  Date: 02/22/2023

  We spoke with the customer regarding their inquiry. They advised their concerns have been resolved. We provided our contact information should the customer need additional assistance.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 02/23/2023

  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:02/10/2023

  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.

  My bill has gone up over $35.00 per month . So when then (verizon) had issues with my service due to contract problems and i temporary lost multiple channels for over 3 weeks i waited for credits that never came. I called there costumer. service and was first offered $5.00 and when i said no and asked for a manager in which they never got me one, he then offered $15.00. For almost a month not getting the channels i paid for and the interrupted service i said it fell well short of what i have been paying. There agents are very rude and not even well spoken. I would like an executive level manager to call and explain why i have been paying so much without telling me to do with less of what i have. But still paying them high amounts. So please call me at ************ Listen to the call, i asked for a supervisor.over 35 times. This is bad business.and suggest your readers go with cable.

  

  Business Response

  Date: 02/21/2023

  ***  *******************
  
  ****** *** ********
  
  ********* ******** *** ****
  
  
  
  
  
  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 interaction with customer service.
  
  
  
  Please be advised, we have reviewed the call in question and have addressed our representative internally. ************ called and wanted a credit to be applied to his account for the ******* negotiations that caused a service blackout last year. ************ was not pleased with the $5 credit that we offered all customers for the blackout and requested a supervisor a multitude of times throughout the call. Subsequently, ************ was offered a $15 credit as a goodwill gesture which he accepted. 
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  
  
  
  Sincerely,
  
  
  
  Verizon Executive Relations

  Customer Answer

  Date: 02/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

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

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

  

  Business Response

  Date: 03/06/2023

  ***** *** ****
  
  
  
  
  
  ***  *******************
  
  ****** ***  ********
  
  *********  ******** *** ****
  
  
  
  Dear BBB, 
  
  
  
  Verizon provided a response to this matter on 02/21/2023 and after further review, our position still stands as previously stated. We have conducted a full and thorough investigation into the customer's matter and found no subsequent evidence to overturn our original decision and no further action is required by Verizon. Verizon empathizes with the customer's continued concern, however, the information provided in our initial response was comprehensively discussed with *********************** and remains our final position in this matter.
  
  
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  
  
  
  Sincerely,
  
  
  
  Verizon Executive Relations

  Customer Answer

  Date: 03/06/2023

  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] Verizon has called me several times and not in good faith has come to a conclusion that is meaningful to both Verizon and myself and this goes to everybody out there that Verizon only looks out for itself overcharges people and doesn't look to retain people Verizon has a good talk and explains nothing in their evaluation of what the problems were and what they can do So it is myUnderstanding that anybody that is looking for cable **-FiAnd telephone service go somewhere elseVerizon has become too big for its own good

   

   

   

   

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

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

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having issues paying my bill. Every month I have to jump through flaming hoops of fire and spend significant amounts of time to pay a bill thats just over $20 monthly. I have Verizon Wireless in addition to this landline. Every time I do anything it defaults to Verizon Wireless. A few months ago I was sent a link from Verizon to use to pay this landline bill however it no longer works. I went to the website on my paper bill Verizon.com/payonline and it says Page Unavailable however it says Verizon on the page. I have contacted customer service multiple times. I am now unable to pay my bill at all. I called 611 and spoke to someone in a foreign country and finally got them to transfer me to someone who spoke English as their native language. That person then transferred me back over seas then I got transferred again and again. Ultimately I reached someone who wasnt trying to fix the issue but just wanted to charge me $3.50 to pay by phone. Im not going to do that. At this point Verizon Fios has intentionally made it impossible to pay my bill without paying a fee and refuses to allow me to self service. I have notified them of the issue multiple times. I dont have the time or patience to dedicate to their craziness anymore. Unfortunately as this is a landline and their is no cell phone service at this location Im forced to be with them as there are no other options. At this point Im done and will just hold to to my money and perhaps a bill collector will eventually come forward from Verizon and accept my money. Im at the end of my rope.

  

  Business Response

  Date: 02/13/2023

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

  Verizon - Sr. ***********

  Customer Answer

  Date: 02/14/2023

  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:02/10/2023

  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.

  Acct # ************* This is an account for long distance phone service which we no longer use or need. I called on 9/23/22 and canceled this service with *******. We were again billed in October (which we paid). Then billed again in November so I called customer service on 11/14/22 and canceled again with *** who said my account would be credited. We got another bill in December with new charges added (no credits). I called customer service and spoke with *** again on 12/9/22. She assured me she would stop the billing and credit me for the 2 months of service ($13.25/Mon) that we are being charged. On 1/4/23 Verizon started calling asking for payment. They apparently bought MCI. So I spoke to **** at Verizon about the account and she said she couldnt close the account. All she could do is transfer me to MCI for assistance. So on 1/4/23 I spoke with **** at *** who said he would close the account and credit 2 months worth of charges. On 1/10/23 we got another bill for MCI showing we now owed for 3 months of service($39.01) I called Verizon ***************) and was again told that they couldnt help me and refused to transfer me to a supervisor or any other department that *** be able to help. I called MCI and spoke with **** on 1/10/23. He said the account was in the process of being closed. He refused to transfer me to a supervisor. Verizon calls several times a week for payment now. On 1/17/23 I called MCI again and spoke with ***. She said the account is old and they dont have the tools to close it. And she refused to transfer me to a supervisor or anyone that might be able to help. Verizon continues to call for payment. On 2/6/23 we received a letter from Verizon saying that they were going to suspend our account unless we paid it. Wait I thought Verizon couldnt close this account. Thats what they told me. Verizon continues to call several days a week for payment. On 2/9/23 We got another MCI bill saying we owe for 4 months ($52.26). I am at a loss here.

  

  Business Response

  Date: 03/09/2023

  Thank you for referring the complaint of *************************** to our office for review. We appreciate this matter being brought to our attention. **************** expressed concern regarding cancellation and continued billing of monthly charges associated with a Long Distance account.   
  
  We made contact with **************** and we confirmed that the account in question had been fully cancelled.  Additionally, we confirmed that a retroactive credit of $104.00 was issued to the account to resolve monthly charges billed after the account was to have been cancelled.  The retroactive credit resulted in a credit balance of $104.00.  As such, we informed **************** that the credit balance of $104.00 would be refunded via check within four weeks.  
  
  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: 03/09/2023

  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:02/09/2023

  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.

  Have had Verizon Fios for a number of years, plan has been stable priced, they claim the contract expired, but was not notified. Had a DVR for life included in my plan, the DVR become unrealiable, so they required me to get a new one, and now charge for it. Same type DVR etc. Bill increased from 157.43 to 162.65. OK but then next month bill increased to 182.20 with no notification. Now when I called, they said the new bill will be over $215. We cannot afford this increase and with no notification. I thought any increase was to be sent to us prior to it happening. Can a business raise the price that much for the same services? I just spent 3 hours on the phone with them with no resolution, so I am appealing to you to find out why they can increase so much for the same services and no notification of increases

  

  Business Response

  Date: 02/13/2023

  ******* ********* ********* ****
  ** ******** ******
  ** *****
  ******** ** *****
  
  ******** *** ****
  
  
  ***  ****** ******
  **** ****** **
  **** *** ** *****
  ********** **********
  ****** *** ********
  ********* ******** *** ****
  
  
  Dear BBB, 
  
  
  Thank you for referring the complaint of ****** ****** to our office for review.  We appreciate this matter being brought to our attention.  ****** ****** expressed concern about billing increasing without notification. 
  
  Please be advised, we have spoken with the customer, and they advised that since submitting the concern, they were able to speak with an agent in customer service and obtained assistance with their account. The customer advises that the account has been updated with the requested services and is within an acceptable price range. We have submitted the customer's feedback regarding bill increase notifications as well as their experience with the online chat option. The customer advises that they have no further concerns.
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

• Initial Complaint

  Date:02/09/2023

  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.

  In Nov I suspended the home telephone and internet services from Verizon. After about a week I decided to cancel the services and close out my account. I signed into my Verizon website account and contacted an agent via their "chat" feature. I spent close to an hour communicating with the agent and, when everything was done, was told the suspension had been reversed and my account was canceled. I asked for a copy of the chat to be sent to my email address, but I was told that was not possible.
  The account is still open three months later because every time I call or chat with another Verizon agent, I get the run around and it winds up being a waste of my time. I try to remain calm while the issue is obscured, and I'm kept online or on the phone while they review the account plus ask questions that should have been answered from the information read in the account. Two days ago, this was my experience with the latest attempt to get this straightened out.
  The information I have been able to obtain from multiple conversations is the services were activated when I asked to have the suspension lifted, but the account was never canceled after the suspension was deactivated. This also means I have been getting billed for services I no longer have access to because I disconnected the equipment and moved from that address. I have monitored my online account throughout this debacle and have not paid the bill. The last agent I chatted with said that my services were scheduled to be disconnected which at the time I did not understand meant Verizon was disconnecting the services because of non-payment. My online account today indicates my services are disconnected but my account is still open.
  I have one order number and two reference numbers, one of which I received two days ago. I never received copies of the chats or the phone calls, so I have limited information about dates or agent's names.
  Acct ************* ********** ************* ************************************

  

  Business Response

  Date: 02/28/2023

  ******* ********* ********* ****
  ** ******** ******
  
  ******** ** *****
  
  ******** *** ****
  
  
  ***  ***** ********
  **** ******* **
  ****** ** *****
  **********
  ****** *** ********
  ********* ******** *** ****
  
  
  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 Verizon account that she requested to disconnect and is still being billed for. 
  
  Please be advised, we were able to confirm the customer contacted our customer service department to request disconnection of their Verizon account in November, 2022. The account disconnection has been performed and the final bill generated for February, 2023. Adjustments have been applied to zero out charges that were billed for December and January. At this time the customer now has a $0 balance and no additional billing will take place on this account. An internal review has taken placed to determine the nature of why the customers initial disconnect order did not process. 
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

  Customer Answer

  Date: 03/06/2023

  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:02/07/2023

  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.

  This is the 3rd time now that Verizon has cut the lines to our current internet provider, Comcast, while installing their own lines at our apartment complex. I work remote and require internet so it has cost me hours of work and income now due to their poor work skills. I should be reimbursed for their employees poor skills and constantly cutting the lines, again causing me lost time and income.

  

  Business Response

  Date: 02/14/2023

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