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
- 4,438 total complaints in the last 3 years.
- 1,327 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/18/2023
Type: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 business used *** to secure a toll-free number. This has been in use for years. Recently we decided we no longer wanted the toll-free line which we paid monthly for (Approx $24-27/mo.).
We contacted *** customer support 6/2/22 at the number listed on our invoice and I spoke with ***** who said he had closed our account.
7/12/22: We received another bill which was paid (Thinking it was the balance of service from when we cancelled) and called again to cancel. The customer service number on the invoice was called for *** but was bounced around to different departments for over an hour before being disconnected.
8/22: invoice ignored
9/8/22: Past due notice received from verizon. Called support number on verizon notice, eventually reps transferred me back to ***, who confirmed the original cancel with ***** on 6/2/22. I was told it had been marked as :"disconnect" but was still "Pending". Spoke with **** who said he was filing a request for "expedited disconnect" that should take place in around 4 hours. 11/17/22: Invoices from *** continue. receiving collection calls from Verizon daily. Called verizon bill collections and they noted that acct was marked for disconnect but dont have access to prior (*** account notes). Rep stayed on to try to help me resolve but couldn't stay on call between ***/Verizon and call was dropped.
11/18/22: 12pm: Called ###-###-#### (Verizon collection number/ gen support) was told I needed to call *** Acct Support ###-###-#### who said they had no record of Disconnect request. At this time I was informed that they will submit a cancellation of my acct. ancd make note that it was originally requested on June 6th, and will submit a request for an adjustment of my additional payments. Was told it was "marked as urgent" and they filed a "stop billing" I did receive a confirmation # **********
1/18/23: Received an invoice from *** for this months charges and past due charges from time of cancellation. I just want to stop this service and have devoted hours to trying to cancel a $25/month service.
1/18/22: FCC and FTC complaint filed. Also called *** at ###-###-#### and spoke with **** who confirmed prior cancellation requests in notes. **** reports she has filed for manual cancellation, and filed for a credit adjustment. She further reported that it would be under investigation for 14 days.
Business Response
Date: 01/27/2023
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 the continued billing associated with his *** account (*************)
when he had asked for the account and related services to be disconnected in
June 2022.Per our investigation, we reached out to our *** Billing Support
team on January 19, 2023 to have the account deactivated and all related
services. Our Billing Support team deactivated
the account and the associated toll free number ************ as of January 23,
2023. Our Billing Support team opened
the following billing ticket **************** to request credit for any billed
charges back to June 2022. Our Billing
Group is pending final invoice review in February 2023 to ensure charges are
removed prior to completion of any credits. We will hold open our internal case to confirm completion of credits and
we will notify *** ******** once credits are completed.We trust that this information will assist you in closing this
complaint. We apologize for any inconvenience that *** ******** has experienced
as a result of the above matter.Initial Complaint
Date:01/18/2023
Type: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.
Acct Nmbr: *******************
Now I’m getting a bill for $525.60?!?! How many times do I have to deal with this?! I do not have VERIZON service!!! Stop Harrissing me!! What is going on?!?! I canceled this in October!!! If this happens again I will hire a lawyer!!! Stop billing me!!!!!Business Response
Date: 01/19/2023
******* ********* ********* ****
** ******** ******
******** ** *****
******* *** ****
*** **** ****
*** * * **
********* ** *****
********** **********
****** *** ********
********* ******* *** ****
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 bill charges.
Please be advised **** **** has not been billed beyond his disconnection date of 12/19/2022. The last three payments **** **** has made towards the account have been returned payments from his financial institution in addition to return payment fees, and late fees are causing **** **** to continue to get invoiced from the account. As long as there is an outstanding balance or return payment activity **** **** will continue to receive a monthly invoice until the account goes into collections for non-payment.
Also, I'd like to point out that **** **** does not make himself available to discuss this matter with our office but has been told this information from our frontline customer service. Also, this is **** ****'s fourth filing into this matter. Accordingly, Verizon requests that the BBB consider this when reviewing future complaints from **** **** on this matter.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive RelationsInitial Complaint
Date:01/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Verizon has cut off managerial access to my account when I am the only one on the account. i set my FIOS account up with automatic debits for a monthly amount of $59.00. somhow the price ballooned to ~ $65.00 over a year and a half. Now, I apparently owe over $400.00.
I feel that they manipulate accounts for some internal gain. If my account was on automatic debit, when did it stop? by whom? I did not do it. Why was I not notified? They did their magic to damage my work, and they only want to robo call.
If my account was in good standing, why did verizon fail to notify me? they would rather to run the bill off and then cut me off??
It feels like mental/psychological manipulation and a scam. "sign up with us.". To prove my identity I had to memorize numerous codes and that if I forgot they locked me out.
this happened over a million times on the app.
i don't know what is the best solution other than an investigation into Verizon's business practices.
I had every intention to pay my bill. I do not take responsibility for this charge. I could not view my bill for sometime because I needed to "request account access" from the account holder based on their inferior judgment. It felt crazy and surreal that VERIZON, wanted to say I am not myself, when I have always been the only one with access, besides them.Business Response
Date: 01/30/2023
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 increase in monthly cost on recently received statements for the account.
Please be advised, we have made multiple attempts to reach **** ****** on this matter with no success. As per the investigation into the account, it has been found that multiple payments have been returned by the customer's financial institution, resulting in higher costs on the account at this time. All billing rates have been found to be correct, and no unwarranted/uninformed fees have been assessed to the account. We have communicated the reasoning of the higher statement to **** ****** regarding this matter as well.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive RelationsCustomer Answer
Date: 01/31/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
The response missed the mark. I complained not only of unfair rising costs but of manipulation by Verizon to make my payments larger for their profits. I set up my account with automatic payments from the beginning. Somehow, they dismantled it, they did not notify me that it was dismantled, and they then suddenly cut off service.
But now they are “hunting me down” for payments.
As noted I have a disability, and my payments were suitable from start.
Suddenly, my account was manipulated by Verizon, I was “noted” to NOT be a manager of my own account, SO I COULD NOT GET IN. Then, service was cut off. It is abuse of power and IT MUST BE INVESTIGATED!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ******
Business Response
Date: 02/07/2023
Dear BBB,
Verizon provided a response to this matter on 1/30/2023 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 attempted to discuss this matter with *** ****** on multiple occasions, at which time, *** ****** has refused to discuss the matter with us as well.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive RelationsInitial Complaint
Date:01/17/2023
Type: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.
Sometimes in November, Verizon jacked up my monthly internet plan from 29.99 to $59.99. I called to speak to them and they agreed to lower my monthly plan but my cable has to be updated as it could not accommodate the plan that they are giving me. A tech was sent out. When the tech was there, he took it upon himself to relocated my router to the basement and install an extender on first floor--charging me a $10 a month for extender rental. I was never informed of this, and even if i were, i would never agreed because i was told the cable upgrade was supposed to be free, no charge involved.
I spoke to verizon again, the rep confirmed that my bill will be 40.87 a month and i could keep the extender. See attached.
Fast forward, i got an unreturned equipment fee for $150 added to my bill. I was instructed to return the extender and pick up another one so the system can just drop the charge. To which i complied. The rep, ********, confirmed that after I returned the extender, my bill will be $40.87 as quoted.
However, this month, verizon debited my bank for 70.80. I did not owe anything from the month before, i returned the extender, im
still charged more than what i was quoted.
Im requesting an adjustment to my bill and going forward i expect my bill to be $40.87 as quoted .Business Response
Date: 01/31/2023
Dear BBB
Thank you for referring the complaint of ****** ****** to our office for review. We appreciate this matter being brought to our attention. ****** ****** expressed concern about being charged a rental fee and unreturned equipment fee for an extender she returned.
Please be advised, the customer has received a credit for the full amount of the charge for unreturned equipment and the monthly rental fees.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive RelationsInitial Complaint
Date:01/11/2023
Type: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 a 14 yr customer of Verizon. I have mobile and home services through Verizon. I have been trying since november 2022 to cancel my home phone service (and only keep internet). I filled out the online request and submitted it, verified with an agent (******* ******) over the phone 2 days later that the order was submitted. Still got charged for it in the next billing cycle (i was informed on the recorded line that the changes would be made in time for my next billing cycle). I called again, spoke to a supervisor named ******* who assured me he would be cancelling the line. It was still not cancelled and I was charged again the following month. I called AGAIN on 1/7/23 and spoke to another supervisor named ***** who assured me that this time she would be personally handling the matter and will check herself to ensure the line is disconnected. She assured me the line would be disconnected no later than 1/11/23. As of this documentation, the line is still active. They have refunded me for Dec and Jan, but I dont even know if it is the current amount and I do not want to have to do this every single month. They are making it impossible to cancel services and have now wasted so much of my time and effort in constantly calling in, being put on hold, and getting no resolution month after month.Business Response
Date: 01/25/2023
Dear BBB,
Thank you for referring the complaint of ****** ****l to our office for review. We appreciate this matter being brought to our attention. ****** ***** expressed concern about a request to disconnect phone service.
Please be advised, we have identified a system issue causing the delay in the phone disconnect. As of January 25, 2023, we have spoken to ****** ***** and confirmed that a new order has been created successfully to remove the phone service and retain the internet only. ****** ***** has received a confirmation email to confirm the change and has been issued the appropriate credits for the unused portion of her voice service as a result of the delay.
We trust that this information will assist you in closing this complaint.
Sincerely,
Verizon Executive RelationsCustomer Answer
Date: 01/25/2023
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:01/11/2023
Type: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 promised 3 times to move phone service from one address to another for my 92 year old mother-in-law who has had no phone service for over a week and cannot talk to her family. Work order # **************.Each time I am on the phone with them I spend at least 45 minutes and nothing gets resolved.Business Response
Date: 01/09/2023
**** ****************************************************** *** ****
Dear BBB,
Thank you for contacting Verizons ****** of ********* Relations regarding ***********;*************;complaint. In his complaint, received on 01/07/2023, he is requesting assisstance with moving landline service to a new location.Upon further review, weve determined the customers concern should be addressed by our Verizon FIOS team. Per BBB guidelines, please forward ***********;******** complaint to the appropriate Verizon Team.
We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
Sincerely,
*******Business Response
Date: 01/20/2023
******* ********* ********* ****
** ***************
** *****
******** ** *****
******* *** ****
*** *************************
** ************
******* ** *****
********** **********
****** *** ********
********* ******* *** ****
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 experiencing multiple issues while attempting to establish service for his mother-in-law at a new address.
Please be advised, we have confirmed with the customer that a new account has been established and that the service has been installed. The charges for the first bill have been removed due to the multiple issues the customer faced during this process.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive RelationsInitial Complaint
Date:01/10/2023
Type: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 change my resident 11/01/2022 and days before I called Verizon customer service to ask them to transfer my internet service to my new resident, they didn't do it and I have to call them back to know about it, but when I called the lady who talked to me couldn't do much because she said I wasn't in the system and it looked like I was not a client, I tried several times to fix this calling to Verizon Costumer Service and they couldn't do anything, now I'm receiving a letter where they are charging me 159.96 dollars allegedly that I haven't paid for months but I don't have the services since I move into my new place.Business Response
Date: 01/19/2023
******* ********* ********* ****
** ******** ******
******** ** *****
******* *** ****
*** ***** ******
******* ** *****
********** **********
****** *** ********
********* ******* *** ****
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 his final bill.
Please be advised, We thoroughly reviewed the customer's account and spoke with them regarding their concerns. We found the charges valid and not related to a Verizon error. However, they were not satisfied with our resolution. Thank you."
We trust that this information will assist you in closing this case
Sincerely,
Verizon Executive RelationsInitial Complaint
Date:01/06/2023
Type: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.
Hi - I closed my business account in October 6, 2022. I paid the balance in full when I closed the account. I received a bill due on 11/19/2022 for the period of 10/6 - 11/27. I called Verizon again in November to verify the account was closed and they confirmed. I now have received another bill. When I call the number on the bill, the voice recording states they are closed. I am calling during business hour (as stated on the recording). Please help. Thank you!Business Response
Date: 01/09/2023
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 over a business account that is outside of the Verizon Fios footprint.
Please be advised this matter has been determined to be a Verizon Wireless issue and must be redirected to them for proper handling.
We trust that this information will assist you in the closing this complaint.
Sincerely,
Verizon Executive RelationsInitial Complaint
Date:01/05/2023
Type: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.
Regarding my account number ****************. I had a Verizon internet account in my Long Island, NY home for over a year. I ended my service at the time of my relocation to Texas. I paid my final account balance due and returned the equipment to a *** office in Texas as directed. It has been over 60 days and I continue to receive bills for "unreturned equipment" which are not valid. I have reached out on multiple occasions for resolution and have received little or no customer service to resolve. I would like to request these charges to be cleared. I assume next steps is to turn over to collections which I do not want to happen as these charges are unfounded.
Thank you for your time in helping to resolve.Business Response
Date: 01/06/2023
We have resolved this by applying a credit to the customer account.Customer Answer
Date: 01/09/2023
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:01/04/2023
Type: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 10/18/22 I ended internet service as of 11/18/22; Verizon sent me written confirmation (image enclosed, email). On 11/18, on/about 9a EST I could not connect to the internet. On 11/17 Verizon auto-deducted the monthly fee from my bank account for period 10/15-11/15 (image enclosed, October bill). However on 11/15 Verizon then billed me for the period 11/16-12/15 (image enclosed, November bill). AGAIN, THE LINE WAS CUT ON 11/18. I ASKED VERIZON ON 11/25 TO BILL ME FOR MY USE 11/16-11/18. Verizon created an internal dispute to address the issue, Verizon Claim ********** (image enclosed, chat). I was informed I would receive correspondence regarding the Claim but have not (image enclosed, chat); on 12/15 Verizon billed me again for a dead line (image enclosed, December bill).Note : (a) Verizon is aware of their error but claims it is a system issue (image enclosed, chat); (b.) there is no agreement that I would pay for a full month of service when I would only consume two days of service; (c.) the property at Grouse Court is hard-wired for Verizon service, and so I-believe-but-do-not-know that the new tenant has also retained Verizon internet services (which would mean Verizon is trying to double-bill for the same internet line); (d.) the 11/25 conversation with Verizon was via online chat, and each time Verizon's webpage refreshed the chat did not retain all of the conversation shared (and so I have uploaded multiple cut/paste screens of the chat that appear to be duplicates, but if you jump to the end of each chat you will find new snippets of the same conversation) (image enclosed, chat).My address while consuming Verizon services: **************************************************************************. On 11/18-1/20 I moved to ******** and my current address is: **** **************., ******, ** ******Thank you,************************************* ****On my own behalf and on behalf of all other similarly situated Verizon customersBusiness Response
Date: 01/03/2023
**** *** **
******* ** **********
******* *** ****Dear Better Business Bureau,
Thank you for contacting Verizons ****** of ********* Relations regarding ************************************* complaint. In her complaint, received on 01/03/2023, ****************** expresses concerns with being billed for services that she did not receive.
Upon further review, weve determined the customers concern should be addressed by our Verizon Wireline team. Per Better Business Bureau guidelines, please forward ************************************* complaint to the appropriate Verizon Team.
Email: ************************************************
Address: ********************************************************* *****
Fax: ************
We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
Sincerely,
*******
Business Response
Date: 01/06/2023
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 her final bill.
Please be advised, we have issued a courtesy credit to the customers account. We have confirmed she is now satisfied with the outcome.
We trust that this information will assist you in the closing of this complaint.Kind regards,
Verizon Executive Relations
Customer Answer
Date: 01/07/2023
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,
*********************************
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