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

  One M & T Plaza Room 1600 Buffalo, NY 14203

• 

  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 Online/Fios/DSL Services for Metro Washington DC

  300 Foxcroft Avenue Suite B Martinsburg, WV 25401

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:02/07/2023

  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 sign with Verizon fios I. 12/2022
  The promotion was a 50 gift card,also a 200 Doordarshan card,and I haven't received anything yet.
  Now on February 7,2023 my cable is not working properly,the service keeps blacking out.

  

  Business Response

  Date: 02/20/2023

  Thank you for referring the complaint to executive relations. Our investigation uncovered that the customer did not attempt to redeem her Gift Cards as required by the promotion. We provided a step by step process which was not completed. There was no Verizon error uncovered. The Gift Card has now expired. We discussed the cable outage and customer advised it was taken care of. 

• Initial Complaint

  Date:02/06/2023

  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 bought 2 physical Verizon gift cards ($75 each) from their official website, which were not properly activated ("The Gift Card Number or the PIN used is invalid"). Their customer service do not provide any help, saying they do not have details for the gift card without a Verizon account (I checked out as guest).
  
  The followings are the details:
  Internet order number: ***************
  Location code: *******

  

  Business Response

  Date: 02/21/2023

  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 a gift card purchase and the inability to use them.

  
  Please be advised, *** *** requested communication via email. Executive Relations completed a thorough investigation to
  reload the gift cards. On February 21, 2023, *** *** provided communication via email advising the gift card have been
  reloaded. Executive Relations considers this matter resolved.

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

  Sincerely,

  Verizon Executive Relations

  
  

  Customer Answer

  Date: 02/21/2023

  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:02/06/2023

  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 account number with Verizon is *******************. My internet service was disconnected on February 2, 2023, without notice from Verzion that the type of service I had would no longer be supported. After 5 phone calls and a ****** technician entering my apartment on February 4, 2023, who wanted to know how someone of color could afford my apartment I was eventually told on Monday, February 6, 2023 that I should have been informed that my service was being disconnected. However, during this time of no service I need to be compensated for no service. The problem started when I called on Februrary 6, to ask for a credit where the customer service agent wanted to argue with me about when I was without service then the amount I received an email stating that I was to receive $7.74 but then I was informed by her it was only $6.67. I will be attaching screenshots of the differing amounts. So know not only did Verizon disconnect my service with no notice and send a racist intoi my apartment with myself and my daughter but now you don't want to accurately credit my account for the 5 days without service.

  

  Business Response

  Date: 02/20/2023

  Dear BBB,

  
  Thank you for referring the complaint of ***** ****** to our office for review.  We appreciate this matter being brought to our attention. ***** ****** expressed concern about the disconnect of service, an account credit for time without service, and treatment of the service repair team upon visit.  

  
  Please be advised, that a 5-day credit was issued to the account as of 02/05/2023. In addition, we apologize for the behavior and comments made by our employees and will address the behavior internally. Verizon does not condone/tolerate racist, threatening/ etc. behavior of our customers and employees. 
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

• Initial Complaint

  Date:02/03/2023

  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 moved to ************ last year (April, 2022) and became a Verizon Fios customer. I sought to use ************** discount, To Those Who Serve ($15 per month discount). But I have not been able to get Verizon Fios to consistently honor their $15 monthly discount for veterans. They should not advertise this discount if it doesn't work. I have literally spent hours with chat bots, impotent customer service reps and finally the ********************** Executive Relations Team (complaint # *******; and reopened complaint# *******). My discount, which should show a monthly bill of $74.99 will not stay in their system, and I am overcharged $89.99 without fail every month.Attachments: 1. Order Screen shots (#*******) showing the correct discount in their system that later disappeared for some reason. 2. Payment history note: Aug 2022 and Jan 2023 show retroactive discounts applied to my account. But Feb 2023 was wrong again ($89.99). 3. Gmail string with ******, Verizon Executive Relations Team. Shes gone dark on me. Please help. My Fios acct# is ****************. Thank you.

  

  Business Response

  Date: 03/13/2023

  Good Morning,

  Thank you for referring the complaint of *************************** to our office for review. We appreciate this matter being brought to our attention. **************** expressed concern about his missing Those Who Serve discount. 
  
  After speaking with *************************** on 1/13/2023, we were able to determine that the order placed on 11/22/2022 did not successfully complete due to a system error. This failure caused the expected monthly Those Who Serve discount not to apply to the 12/11/2022 or 1/11/2023 bills. 
  
  We were able to get the order completed on 1/25/2023 and confirmed application on the 2/11/2023 and 3/11/2023. We also issued credit in the amount of the missing discount for both the 12/11/2022 and 1/11/2023 bills. 
  
  On 3/13/2023 we emailed *************************** to advise and he has agreed to close his concern based on the credit applied and discount reflected.

  We trust this provides your office with the information required in this matter.

  Customer Answer

  Date: 03/13/2023

  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:02/03/2023

  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.

  I have contacted Verizon by phone several times on behalf of my late mother-in-law who passed away on 1/26/23 to cancel the service has come with extreme frustration and aggravation. I have been given 2 links to upload her death certificate, one was the wrong link and the other does not work. To add to the annoyance I was repeatedly asked for her pin number which of course I do not have. What should have been easy has raised stress levels and I am considering canceling my own Verizon service

  

  Business Response

  Date: 02/10/2023

  Dear BBB,
  
  
  Thank you for referring the complaint of **** ******** to our office for review.  We appreciate this matter being brought to our attention.  **** ******** expressed concern about not being able to disconnect a deceased relative's account.
  
  Please be advised, we spoke with **** ******** and he emailed a copy of the death certificate allowing for the account to be disconnected.
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

• Initial Complaint

  Date:02/03/2023

  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.

  Paid $103.14 on 12/29/22. Never received a letter explaining fees owed despite forwarding my address. Received an automated robot voicemail from Verizon explaining the possible charge. I attempted to pay the fee at question via phone and online but was unable to do so due to lack of account number, details regarding fees owed and the online website kept timing out and was unable to locate my Verizon Fios account.
  
  At the apartment complex, we paid a flat fee ($100/mo) to the leasing management company for Verizon Fios. I asked the rental company if I needed to transfer the Verizon account to the person subleasing my apartment; they said I did not. The person who subleased my apartment moved out and blocked my phone number because she owed me security deposit and did not want to return it. Therefore, I was unable to contact her about returning the equipment. When I contacted the apartment leasing manager about returning the equipment, they said the apartment had already been vacated and any Verizon equipment left was thrown away.
  
  At the time I discovered was an issue, I was working two full time jobs in healthcare and time escaped me, causing me to forget about the fee. The subsequent closed Verizon account on my credit report caused my credit score to initially decrease by over 120 points after working two jobs in an attempt to increase my score.

  

  Business Response

  Date: 02/07/2023

  The following response represents Verizon’s 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. After speaking with our legal department due to the issue of a late payment being reported to the credit agencies; Verizon will not send a goodwill credit removal. Verizon stands by the previous response and no additional action will be taken. Accordingly, Verizon requests that the BBB take this into consideration when reviewing future complaints from ***** ****** on this matter.
  Sincerely,
  Verizon Executive Relations

  Customer Answer

  Date: 02/07/2023

  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 did not receive a bill for the late payment / verification of my account information prior to Verizon sending this to collections. My email is attached to my account and my forwarding mail address was in place. In addition, Verizon's customer support was dishonest on 12/29/22 when I called and was verbally lied to. I was told once I paid Verizon the late payment, my credit score would return back to what it was prior to the late payment. I was also told Verizon was not capable of removing this transaction from my credit report. I believe if customers are held to a moral standard then companies and customer support employees should be as well. 

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

  

  Business Response

  Date: 02/08/2023

  Dear BBB,

   

  Verizon provided a response to this matter on February 7, 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 reviewed with ***** ******* via email 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:02/03/2023

  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 am currently subscibed to Verizon Fios gigabit internet. For the past 2 months we have been having connectivity issues. I have called Verizon a number of times and they've sent out techs 3 times to our house to try and resolve the issue. First time they replaced the ONT, 2nd visit they did some work outside, 3rd time they said there is an issue up the street and that they fixed it. I keep getting the run around and fabricated excuses. Meanwhile I am paying for service that is unreliable. I spend hours on the phone and chat with tech support only to try and get a hold of someone that performs the same diagnostics and ***** hours from my time. I would like to see this issue properly fixed and refunded for 2 months of unusable service.

  

  Business Response

  Date: 02/07/2023

  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 internet connectivity.  
  
  
  Please be advised, on 2/6/2023 we completed the technician dispatch and resolved ******* ******** internet concerns.  On 2/7/2023, we spoke to *********************** and confirmed all issues were resolved.  We reviewed the billing and applied the credit for the 7 days without services to the current balance effective 2/7/2023. Verizon considers this issue resolved.
  
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations
  
  

  Customer Answer

  Date: 02/07/2023

  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:

  7 days of credits for service that has been working intermittently for the past 2 months.  It took 5 visits from technicians to rectify the issue.  5 visits that forced me to take time off of work and spend countless hours on the phone going through the same diagnostics every time wasting valuable time for them to treat me like I'm an idiot.  5 visits to fix 1 issue and dealing with their horrible chat service and waiting hours on the phone to talk to someone.  This is extremely disappointing and Verizon is being unfair here.  This is what happens when a company has a monopoly over a territory.

   

   

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

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

  

  Business Response

  Date: 02/09/2023

  
  Dear BBB,
  
  
  Verizon provided a response to this matter on 2/7/2023 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.
  
  Please be advised, on 2/6/2023 we completed the technician dispatch and resolved ******* ******** internet concerns.  On 2/7/2023, we spoke to *********************** and confirmed all issues were resolved.  We reviewed the billing and applied the credit for the 7 days without services to the current balance effective 2/7/2023. Verizon considers this issue resolved.
  
  
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  
  Sincerely,
  
  
  
  Verizon Executive Relations
  
  

  Customer Answer

  Date: 02/09/2023

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

  The issue has been resolved after 5 tech visits, 20+ hours on phone/ chat support, and 2 months of intermittent outages.  Last time we lost internet for 4 days.  Verizon tech noted the issue on the 3rd visit but no one acted to repair and was completely negligent.  Verizon waited for moisture to get in, freeze over and snap the connection before they did anything.  Verizon did not detect the issue and waited for us to report the matter.  This was a miserable experience, we were treated horribly, lost countless hours and had to take several hours off work for their negligent stingy company to take action.  7 days of bill credits for the inconvenience, misdiagnosing, and gross negligence is insulting.  

   

   

   

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

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

• Initial Complaint

  Date:02/01/2023

  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 internet was supposed be set up for 2/1/2023 between hours 11-3pm, home all day and was never notified about them not showing up. I called and got the runaround, finally a customer service rep took my call and said someone from technicians would call me. It is hours later and I yet to be notified by anyone. I’m a long time customer of Verizon Wireless and Fios.

  

  Business Response

  Date: 02/03/2023

  Dear BBB,
  
  
  Thank you for referring the complaint of **** ***** to our office for review.  We appreciate this matter being brought to our attention.  **** ***** expressed concern about a recent missed installation appointment.  
  
  Please be advised, we have discussed the matter with *** ***** and have agreed upon a compromise on the submitted matter. We have also provided all the additional information requested by *** ***** during our call as well. 
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

  

  Business Response

  Date: 02/03/2023

  Dear BBB,
  
  
  Thank you for referring the complaint of **** ***** to our office for review.  We appreciate this matter being brought to our attention.  **** ***** expressed concern about a recent missed installation appointment.  
  
  Please be advised, we have discussed the matter with *** ***** and have agreed upon a compromise on the submitted matter. We have also provided all the additional information requested by *** ***** during our call as well. 
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

• Initial Complaint

  Date:01/31/2023

  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.

  Today, on Jan 31 2023, prior to and including the time of writing, Verizon has terminated/disabled our internet service without prior warning, and this has been the case for about one hour so far, if not more.
  
  We called Verizon at **************. Verizon pretended to take the call and acted as if they were leading me to a conversation, but engaged in several minutes of conversation for no purpose other than to waste even more of my time and continue to deprive me of internet service which we have been paying for with no prior warning. Among the deliberately aggravating things that Verizon has said on this call, Verizon asked for my name, and then said my response was invalid. Verizon is making personal attacks by calling my name invalid, and is engaging in hypocrisy as Verizon does not have a valid name themselves. It is our understanding that despite attempting to cause us sudden utility loss, and sudden wastage of time and/or money by cutting our internet, that Verizon intends to bill us or has already collected a bill that includes internet services for today, despite Verizon not providing internet services.
  
  Attached is a photo depicting no internet at a certain time and date, which is the case even after a router reboot. I have named three resolutions to this matter which must all be performed - the BBB will only allow me to list three.

  

  Business Response

  Date: 02/03/2023

  We spoke with the customer, and addressed their concerns. They were not satisfied with the resolution.

  Customer Answer

  Date: 02/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution does not mitigate the damages caused by Verizon. It is currently not worth my time to explore this further in the BBB Complaint Portal.
  
  
  
  Sincerely,
  
  
  ***** ******
  
  
  
   
  
  
  

• Initial Complaint

  Date:01/31/2023

  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 Tuesday, January 24, 2023, my Verizon set-top box displayed an error. I could not get the error resolved so I contacted Verizon technical support. I was informed via chat (not verbally) that my box was discontinued and that I would have to receive a replacement at a cost of $50. I stated that I already pay for the box rental and that if it fails (due to no fault of my own) that I should receive a replacement box at no cost, especially since I have been a loyal customer for over 20 years.
  
  Well, on Friday, January 27, 2023, I received an email from Verizon confirming my new order, which I never placed, and it removed all of my current services and replaced with all sorts of mix and matched services and my estimated monthly bill was almost double ($253+ monthly - my current bill is $140 monthly). Well, I immediately contacted Verizon and tried to stop the order as it was NOT authorized and I did not need or want any upgraded services. I was content with my existing plan and price. Well, the agent informed me that there was no way that I could revert back to my old plan as it was no longer offered. I insisted that I did not want any new services or even upgraded services nor any equipment. The customer service representative told me that there was nothing that she can do as the order is in the system and that the equipment was on its way. Well I have contacted Verizon customer services several times in the past few days to get this order stopped and my services restored to what they were originally on Tuesday, January 24, 2023 (before the reps made unauthorized changes.)
  
  Long story but all this was unauthorized and I want ALL of my original services restored. No, new services, no new equipment, and my monthly bill to be what I was originally paying $140!

  Customer Answer

  Date: 02/06/2023

  Better Business Bureau:
  
  
  
  I have resolved the issue with my Verizon service (complaint ID ********,) and the resolution proviced by Verizon is satisfactory to me and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ****** ************