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 Online/Fios/DSL Services for Metro Washington DC

  13100 Columbia Pike Pod B-21A Silver Spring, MD 20904

• 

  Verizon Communications

  1880 Campus Commons Dr Reston, VA 20191

• 

  Verizon Delaware, LLC

  901 Tatnall Street, 2nd Floor Wilmington, DE 19801

• 

  Verizon Communications

  703 E. Grace Street Richmond, VA 23219

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:12/12/2022

  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'm being charged ****** for equipment that was returned on September 16th, 2022. I've called customer support numerous times about this issue. I'm told that they can see where the equipment has been returned but the charge never gets removed. My *** receipt tracking number is ****************** - received at the dock on September 16th, 2022. I'm going around in circles with this company. I'm concerned that my credit will be ruined due to their mistake now that this is month three since I've been having this issue. The last representative that I contacted earlier today was a "return specialist." He was not able to find my account and so wasn't able to help me. I'm now at a loss and hesitate to call them again. This seems to be a common occurrence with customers "fraudulent unreturned equipment charges."Each representative has made notes about my concerns and complaints but nothing is being followed through.Thank you for any help that you can provide me. If needed my account number is ******************* but has been "disconnected?"I'd like for this charge to be removed from my account before my credit is affected.

  

  Business Response

  Date: 12/14/2022

  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 unreturned equipment charges].  
  Please be advised, we spoke to the customer regarding her inquiry and stated the issue was resolved prior to our reaching out. The customer is satisfied with our resolution, and has no further concerns.
  We trust that this information will assist you in the closing of this complaint.
  Sincerely,
  Verizon Executive Relations

  
  

  Customer Answer

  Date: 12/15/2022

  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:12/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/31/22, someone activated Wi-Fi Internet service in my name address using this account number *******************.
  I had deactivated and cancelled services with Verizon earlier this year in March 2022 due to numerous fraudulent activities that were being done using my name on Verizon account. No department of Verizon has been able to investigate or rectify these frauds.
  Through my own private investigation I found out that a ********** male who drives around a Verizon Van to his father’s home at ***** **** ******* ***** ******** ** ***** was working in conjunction with a female named ***** ******* residing at *****. Both of these individuals have found to be involved in numerous fraudulent activities all under Verizon’s name since the ********* male was somehow given access to the Verizon equipment as he would drive and park the Verizon Van filled with Verizon equipment at the driveway of his father’s residence at ****** **** **** ***** ******** ** *****.
  I found out about this unauthorized activation when I got a statement dated September 01, 2022, called Verizon and they offered to give a credit back to the account for $1.67 but I told them to not process any credits as this fraud is a bigger issue of identity being stolen and used criminally.
  
  Please address this unauthorized activation of Verizon Wi-Fi internet service done on my name and account information saved at Verizon database concern asap since these criminals were not only able to activate a Wi-Fi internet service using my name and address but also connect that service to my home Security System which then enabled them unauthorized access to my home without my knowledge. I am taking care of my home security system with that company to make sure nothing in my home connects to ANYTHING related to Verizon or any Verizon services. However, I am requesting Verizon Corporate offices to address this on going concern that continues to originate under Verizon Company name.

  

  Business Response

  Date: 12/15/2022

  Dear BBB,
  
  Thank you for referring the complaint of***** ******* our office for review. We appreciate this matter being brought to our attention. ***** *****expressed concern about fraud.
  
  
  
  Please be advised, we referred this to our fraud team for review. We do not show an instance of fraud due to the address history of ***** *****. This is Verizon's final position on this matter. In addition, we have attempted to contact ***** ***** on multiple days but have been unsuccessful. We have sent our contact information to ***** ***** for further contact if needed.
  
  
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  
  
  
  Sincerely,
  
  
  
  Verizon Executive Relations

• Initial Complaint

  Date:12/10/2022

  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 frustrated trying to get basic landlines service from Verizon. After three calls over four weeks, with service OR promised phone calles fron them, I can not believe how bad the service of a company, that I once worked for, has become!!!
  
  The problem: I scheduled new service at our new *** ****** ***, NJ address for November 10, 2022. Their installer came, did some work, but could not complete the service order because a short (about 60 feet) "buried" drop wire needed to be placed to our house. We are the first owners of our house to request Verizon landlines service, so their was no service wire. I was told it would take seven to ten days to get the drop wire placed.
  
  Absolutely nothing happened for about 15 or 16 days, so on or about Nov 28th I called them again. The customer service rep I spoke with could not help me, but she referred to an "outside plant" coordinator who told me he would refer the problem to "****" who would call me within an hour. Needless to say, that call never came.
  
  However, over the next several days a least three different companies came to mark "out" their underground services: the power, gas and water companies. On Friday, December 2nd Verizon's contractor ** ******** ******* came to pull a "line" into an existing pipe! The fact that an existing pipe was there means the three companies that marked our their service lines was totally unnecessar.y. I know from experience the existence of this pipe was in Verizon's outside plant records, which they should have reviewed.
  
  However, another thre or four days passsed with no action or phone calls from Verizon, so on or about December 6th, I called Verizon once again. The rep I spoke with advided me that nothing was scheduled (i.e., service order was in limbo), so she scheduled an installer to install my service on Friday, Dec 9th beteewn 8 and 12 noon. That appointment was yesterday. Once again, nothing has happened. No service. Not even a phone call from them.
  
  Can you help?

  

  Business Response

  Date: 12/14/2022

  ******* ********* ********* ****
  ** ******** ******
  
  ******** ** *****
  
  ******** *** ****
  
  
  ***  ***** *******
  *** ********* **
  ***** **** ** *****
  ********** **********
  ****** *** ********
  ********* ******** *** ****
  
  
  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 delay in transferring his phone service from one address to another.  
  
  Please be advised, we spoke to the customer regarding his inquiry. His installation was completed on 12/13/22. The customer is satisfied with our resolution and has no further concerns.
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

• Initial Complaint

  Date:12/09/2022

  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.

  The Verizon account is in my wifes maiden name ***************************, I am her husband.For the last two+ weeks in November we either completely lost internet connection or it sporadically went on and off. My wife called Verizon 3-4 times to report the outage and instead of resolving the issue was either being offered upgrades or was talked over and not listened to or was unable to understand the Verizon employee for whom English was their second language (3 of our 4 parents were immigrants to *******). For the past 4 years we were paying $218.77 (November's monthly charges) for internet, phone, and TV.***** asked me to help resolve the issue. I experienced computer responses of long wait times left my mobile numbers as I was instructed, and no return call was received. When I finally got thru to someone after explaining the frustration in trying to reach Verizon to explain the issue, they disconnected the call. Since I cancelled the service, I now must be the delivery man to take their equipment to a Verizon outlet 1.9 miles from the apartment. Their emailed document requires three things to be returned 2 Fios Routers and 1 video media server. Totaling 3 items. However, we returned all their installed equipment which consisted of 1 Router, 1 Set top box and 2 Extenders, and 1 Remote I took pictures of the items serial numbers. The receiver for Verizon claims a router is missing. Obviously if two routers were installed then why add two extenders? According to my research they installed the equipment on the lowest shelf in the middle of the apartment a room used as a pantry not near any window. Took 37 minutes on one call to terminate the account.

  

  Business Response

  Date: 12/06/2022

  Upon review of our systems and information from the complainant, we have determined this complaint must be redirected to our landline division and is not a wireless complaint.  Please redirect accordingly.

  Customer Answer

  Date: 12/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: They could transfer to their sister division could they not.  Why place that burden on the complainant who would have no idea of their internal workings i paid for TV, Phone and Wireless in on bill not 3 Poor excuse from Verizon
  
  
  
  Regards,
  
  ************** And *******************************. And ********

  

  Business Response

  Date: 12/12/2022

  
  Dear BBB,
  
  
  Thank you for referring the complaint of ************** and ******************************* and Turnbull to our office for review. We appreciate this matter being brought to our attention. ************** and ******************************* and *************;expressed concern about being charged for November billing although he states that the service was out for most of the last two weeks and requested to terminate the account. 
  
  Please be advised, as a good faith measure, credit has been applied to the account for the November billing cycle. In addition, it has been verified that the equipment was returned to a store location on 12/2/2022 which once updated in our system will close out the account due to there being a pending disconnect order. 
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

  Customer Answer

  Date: 12/12/2022

  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.
  

  I would like to point out that the return of their equipment is complete as I was asked to return two routers and one set up box (3 in total) I returned 1 router one set up box and two extenders (4 in total) which implies they would not have installed two routers if they had placed two extenders for the one router.  Just wishing to make that clear.  Please pass this along to them.
  Sincerely,
  
  ************** And *******************************. And ********
  
  
  
   
  

  
  

• Initial Complaint

  Date:12/06/2022

  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.

  12/2/2022-called FIOS billing at 1:15PM for a new set top box promo to replace whole house dvr hd set top box and hd set top box for no charge including no monthly charge increase. While I was on, I asked for any further discounts/services/both for same or lower price. Rep said my current bill was about to go from $170/mo for tv/phone/internet/extremeHD tv pkg/set top boxes to $196/mo. Verizon offered me same everything for $179/mo for 2 years with $200 Verizon card after 65 days. I agreed. I asked if I need to confirm via email as some orders in the past. They said no, but they will send confirmation email. Never did.12/6/2022-called FIOS billing at 4:32PM as I never received email confirmation. spoke to ****** who said set top box and renewal order not in the system. I expressed frustration and asked for a supervisor to see if they could play the call and hear me agreeing to order. Spoke to supervisor **** who said she could not pull up call. I said at the very least let's do the set top boxes order and we can escalate the renewal issue. **** said let me check to make sure no additional charges per month for just set top box order. She then said doing set top box order would change my bill to $180/mo despite email promotion clearly stating no increase in monthly bill.I just want what I agreed to (what Verizon agreed to on 12/2/2022 at 1:15PM); two new promotional set top box upgrades with no impact on my bill, a new two year agreement with everything I currently get for $179/mo and a $200 verizon card after 65 days.I think this is fair.

  

  Business Response

  Date: 12/08/2022

  Please be advised we spoke with the customer and came to a resolution. We provided the customer with what was originally requested and negotiated a package that is close to the original offer. Additional credits will be added for our error. The customer is satisfied with this resolution. We trust this provides your office with what is needed in the matter. 

  Customer Answer

  Date: 12/08/2022

  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:12/05/2022

  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.

  To begin with, Verizon's small business website and their phone system (*************) are broken, and after repeated attempts to seek a resolution with them, things seem to have only gotten worse. Furthermore, they are incapable of even the most basic of customer service, insisting that they are aware of what is best for the installations at particular locations, when they in fact are not aware of the situation, and have hindered the accessibility and productivity of a business with this short sighted belief and attitude. Their customer service reps are not knowledgeable or helpful in anyway, if any can be reached, as their online chat portal is not functional in any capacity, and their phone system makes a newborn child look like ********, as it is unable to understand any kind of proper input, and has no function to bypass it directly to a human that can actually do something. Their engineering department is insistently and stubbornly convinced they know what is best for an particular install job, despite the customer informing them otherwise. Said customer has been informed that things can only be installed the way engineering has decided, and there is no way for anybody to contact engineering in the even of any issues or discrepancies. Their website is worse than broken, particularly for a small business trying to get info on the date of service installation. The site simply loops and provides nothing functional or useful, despite having recently had an 'upgrade'. It seems as though all intelligent upper level support or infrastructure has been removed, and that there is no longer any kind of functional 'back-office' or 'tier-2' or 'tier-3' level support. Tier 2 and tier 3 level support are apparently alien and unfamiliar concepts to any support agent that is able to be reached. In the event a support agent is able to be reached, they are unlikely to be able to route you to the appropriate department, and more likely than not the phone will simply disconnect.

  

  Business Response

  Date: 12/09/2022

  Thank you for referring the
  complaint of *** *** ********* from Wruff
  It Up to our office for review.  In this complaint *** ********* expressed
  frustration with Verizon's business website and phone system. He further
  expressed that the Verizon representatives were unable to assist him.
  
  Upon receipt of this complaint, I left voice messages for
  the customer on December 6, 2022 and on December 8, 2022 requesting a callback
  to obtain required information to investigate his issue. On December 9, 2022 a
  could not reach letter was sent to *** ********* to the email address on record.
  
  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:12/04/2022

  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.

  Have been trying to cancel my Verizon wifi for the last few weeks knowing I was moving out of my apartment. Unable to speak with a rep on the line, when I do they transfer me after I can I need to cancel and the line drops. Or via chat the agent leaves the chat. I moved out in 11/30 and don’t think it’s fair to keep paying for wifi as I am not using it.

  

  Business Response

  Date: 12/07/2022

  Dear BBB.

  
  Thank you for referring the complaint of ****** ****** to our office for review.  We appreciate this matter being brought to our attention. ****** ****** expressed her concern over the inability to get a hold of a frontline agent to disconnect her service.

  
  We have apologized to the customer and successfully disconnected her account.  We have filed feedback in order to ensure we are properly staffed.

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

  
  Sincerely, 

  
  Verizon Executive Relations
  

  
  

• Initial Complaint

  Date:12/01/2022

  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.

  Verizon is an unbelievable company to the point i will only ever get FIOS again if its the only option where i decide to move to. I had verison FIOS services. I canceled them because i got a better rate at comcast and i disagreed with their billing practices. Apparently there was an outstanding balance of 1 something which i completely forgot about on account i work like millions of people, and for my job i am hardly home. So i do not always get my mail unless i come back home. I recently got a notification from experian that Verizon come reporting a debt on my credit report lowering my credit score.
  
  In what world is this fair. You come damaging my credit for a lousy 1 hundred something dollars? seriously?
  
  No wonder this company has so many negative reviewes.
  
  Rather then they ask do i need help paying the bill or time paying the bill or what ever the case, no. they simply put it on my credit report.
  
  Worst, even if i pay it it will still stay there and shows as paid.
  
  Verizon needs to fix this.
  
  In addtion i left them because of how rude one of their reps was when i questioned something on the bill.
  
  I do not pay for rudeness. I pay for a service and it is my right as a customer to question anything i do not understand on the bill.
  
  Nevertheless, they need to fix this.
  
  You cannot damage someones credit especially since it took years for me to fix it. I will not accept this.
  
  If they do not fix it then the balance will not get paid and i will leave it there for the 7 years as over time it will not affect my credit scrore as much.

  

  Business Response

  Date: 12/07/2022

  
  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 final balance being removed from credit reporting. 
  
  Please be advised, we spoke to ****** ******** on 12/1/2022 and provided the information regarding his concerns.  We advised that we sent sent several billing notices to the email address on file prior to ****** ******** account being placed in collections.  ****** ******** would need to speak with the agency that has his account.  Verizon has considered this issue closed due to no billing errors.  
  
  
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  
  Verizon Executive Relations

  Customer Answer

  Date: 12/07/2022

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

  
  

  [Your Answer Here]

  
  

   

  
  

   

  
  

   I do not accept this. 

   

  Verizon i noticed what others say is very true.

   

  The minute someone is not able to pay a bill or the bill gets charged off and or sent to a collection agency, the first thing they do is report it to the credit reporting agencies and then send it to a collection agency who in turn places a hard collections inquiry on someones credit.

   

  What gives this company the right to damage someone's credit especially if they worked hard to fix it.

   

  Unless there are no other options where i move to, i would not get verizon  FIOS ever again.

   

  I am so sick of their billing policies, etc and worst is they justify it

   

  unbelievable

   

  
  

   

  
  

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

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

  

  Business Response

  Date: 12/08/2022

  Dear BBB,

  
  The following response represents Verizon’s full investigation and resolution of the customer’s dispute. Please be advised that the customer has been notified that Verizon's position is final and no further action will be taken. Please refrain from filing multiple rebuttals as our position remains unchanged.

  
  According to our records, we spoke to ****** ******** on 12/1/2022 and provided the information regarding his concerns. We advised that we sent sent several billing notices to the email address on file prior to ****** ******** account being placed in collections. ****** ******** would need to speak with the agency that has his account. Verizon has considered this issue closed due to no billing errors.
  
  

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

  
  
  Thank you,
  
  Verizon Executive Relations

• Initial Complaint

  Date:11/25/2022

  Type:Delivery 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 need to install a new Fios Internet. I made the order on 11/17. On 11/18, a technician came and unable to finish the installation. I was told Verizon will contact me in 24hours to solve the issue. As till now, 11/25, nobody contacted me. I tried to chat with Verizon 3 times, on 11/19, 11/21 and today, 11/25. Each time the agent told me this would be fixed and i would be contacted by a technician to finish the install, but no estimation was given.
  In short, Verizon let me wait forever without any meaningful expectation of the installation.
  My order number: *************

  

  Business Response

  Date: 12/05/2022

  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 issues with installation. 
  
  Please be advised, we have contact *** **** on 12/5/2022.  He confirmed the issue has been resolved regarding the installation. 
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

  Customer Answer

  Date: 12/05/2022

  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:11/22/2022

  Type:Sales and Advertising 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 had Verizon services for only a month as of today and Verizon reps and supervisors continuously change the pricing of my services, provide incorrect information which has resulted in 20+ calls and chats to resolve this issue with no avail. Instead the issue just keeps getting worse. I feel like Verizon took advantage of me and baited and switched the pricing of services. I initially contacted Verizon on 10/6/22 to sign up for internet and cable TV services. I spoke to a rep who quoted me a price of $193.20 for 1 Gig of home internet and the Ultimate TV package with HBO add on for 2yrs. I was also informed that if I chose I can utilize the ACP discount of $50 after installation was complete. I agreed to the price and the discount but asked for a call back to finalize at 5pm. She didn’t call me back so on 10/11, I chatted with a rep online who confirmed that the package and price quoted to me was correct and available. I agreed to that package and the rep sent me a link and attempted to walk me through the ordering process but there were issues. I made the rep aware of the issues, he directed me to proceed with ordering the package even though it was incorrect and he would fix the order (correct the package type and price) on his end once the order was submitted. The rep asked me to hold while he fixed the package on his end, after a while a new chat rep joined the chat and claimed that she could not find the order that was just submitted (Order ***********). Instead of redoing everything, I ended the chat and called Verizon to speak with a phone rep. The phone rep confirmed that I had no pending orders and redid my order but discovered that the package quoted to me was a test drive and that the price would increase after a month. I refused this and settled for custom TV home and family w/ HBO, Starz and Showtime add-on's with 1gig internet for $209.58 which was more than I wanted but was assured that I could and call back for an adjustment to $193.20 then apply the $50 ACP discount to the package since that is what I was quoted (Order #***********). Installation was scheduled and completed a few weeks later- installation was anything but smooth and I called Verizon to complain. On 10/24, a chat supervisor informed me that the price I was originally quoted was available to me but I had to call the next day to speak with a supervisor to make the changes. On 10/25 I called and was told that I had so many pending orders on my account that it was causing issues so everything was deleted and that a supervisor would call me back. Supervisor **** called me back and told me that I should have never been offered that package as it is no longer available but that I could get the custom home and family and 1gig internet for the price of 193.20 via billing credits. I initially refused this and was told that I would be called back with other options. I never got a call back so on 11/16 I called in to accept that offer since I was tired of calling in and fighting with reps. I spoke with supervisor ***** who said that he would ask supervisor **** to call me back. ***** suggested that I sign up for the Verizon connections program- he stated that it is only a discount and it would not mess anything up. I attempted to sign up for the discount but the website wouldn’t take my log in. The page refreshed and it stated that the discount was applied. The call hung up so I called back and spoke to another rep who stated that she was not able to apply the ACP discount as there is a pending change but couldn’t see what it was. She advised me to call back. On 11/21 I got emails stating that a change I requested was going into effect today 11/22 and that my bill would be around $250 but I did not make any changes. When I called in to discuss this, the first rep could not revert my plan back to what it was yesterday and promised to have a supervisor call me back. Hours later i got a call back from customer escalations that he could not help me. I either had to accept the new price or discontinue services. I have only had Verizon services for a month and have had to deal with reps providing incorrect information and supervisors refusing to assist me. This has been such a hassle and it is stressful.

  

  Business Response

  Date: 12/28/2022

  Thank you for referring the complaint of ***** ****** to our office for review. We appreciate this matter being
  brought to our attention. ***** ****** expressed concern regarding billing and discounts.

  
  Please be advised, that the first order submitted was built off a cart that the customer created online. The order did
  not go through due to the fact that the original package selected is no longer a service provided (Fios ultimate HD
  2018). A new order was created with customer service to provide an equivalent package based on the customer's
  needs.

  
  We spoke with **** ****** on December 15, 2022, and advised that the original order was created online and it
  had the Fios Ultimate HD plan connected to the order which is no longer a package provided. She was also
  advised that a new plan was created in order to provide her with a similar package based on her needs. ****
  Anilus mentioned lowering her monthly bill and we reviewed different plan options and found that changing the
  plan would either increase the bill significantly or cause **** ****** to lose channels that she enjoys watching. We
  provided a loyalty offer promotion for one month, an adjustment credit on the November billing statement, and a
  one-time adjustment credit towards the bundle cost. On December 20, 2022, we spoke with **** ****** and
  advised that we can not add the Affordable Connectivity Program discount and Verizon Forward until the current
  one-month promotion ends. We also checked the APP ID and advised **** ****** to reapply due to the ID expiring
  before the promotion on the account ends. We will call **** ****** on 1/16/23 to add ACP, Verizon forward, and
  Lifeline and continue to assist her until her concern is resolved entirely.

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