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Business Profile

Telecommunications

Verizon Communications

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

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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.

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    Customer Complaints Summary

    • 4,443 total complaints in the last 3 years.
    • 1,330 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/22/2022

      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.
      Initally on Wed Nov 9 i reached out to Fios to take advantace of a drop in price in the 1GB internet and made the change. I new router the same as what i had was shipped. i noticed on that day i also had a steaming service added to my account but it was not working. When inquiring was told i had incorrect TV equipment and was shipped a new TV box. Steaming did not work. After hours upon hours the steaming worked and i activated my 3 fire sticks. I then called to inquire on returning 3 of my 5 boxes i did not need, told no problem. i returned and my entire TV service was shut off. it took hours to sort out and did but steaming again was not working. i gave up, canceled streaming and got 3 boxes again. i requested some level of sound conversation about what happened and the at least 40 hours of my time wasted with no avail. i need some level of decency here and compensation for my time and an explanation on how your teams have no ability to help or troubleshoot. my services stil lare not fully operational and have no assurance they ever will be

      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 a pending order being stuck on their account which is preventing them from viewing their Verizon account online. 

      Please be advised, we spoke with **** ******** and opened a trouble ticket to assist in getting this concern resolved. We will continue to assist **** ******** in his pursuit of a resolution regarding this concern. 

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


      Sincerely,

      Verizon Executive Relations

      Customer Answer

      Date: 12/08/2022

      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]


       It is still not resovled, Business claims they will respond and address but i have to chase after them and we are still in the same situation as before, its not corrected.


       


       


       


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




      Sincerely,



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









       

      Business Response

      Date: 12/12/2022

      Dear BBB,


      Verizon provided a response to this matter on 12/7/2022 and after further review our position still stands as previously stated. We have conducted a full and thorough investigation into the customer's matter and found no subsequent evidence to overturn our original decision and no further action is required by Verizon.  Verizon empathizes with the customer's continued concern, however, the information provided in our initial response was comprehensively discussed with **** ******** and remains our final position in this matter.

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

      Customer Answer

      Date: 12/12/2022

      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:


       

      my issue is not resolved at all whatsoever and Verizon has completely stopped communicating with me; in summary Verizon has done nothing to address the concern.


       


        


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




      Sincerely,



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









       
    • Initial Complaint

      Date:11/22/2022

      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.
      My subscription to Disney plus has an incorrect email. It is in as ************************* instead of gmail. I was on a chat for 4 hours and this still could not be resolved. ************

      Customer Answer

      Date: 11/22/2022

      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:Order 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.
      Appropriately two billing cycles ago an agreement was reached between this company and myself where a partial credit was issued over the 2 billing cycle period of September and October. Although this company realized the direct source of the problem and how it came about, we both agreed to on the partial payment after which my payment would return to the original monthly payment which I was contacted to pay over a period of 2 years, ending October 2023. My last credited amount for my last bill which I received in October 2022 I had to pay a difference of $37.21 of which I paid, expecting my next bill to return to the original amount of 154.00 approx. However on receiving my new bill l noticed a big change in the amount where The difference of 37.21 which I paid was added back on my new bill (current ) bringing my bill to the amount higher than the amount l was contacted to pay. I am not sure, but I did a verbal contract with this company to pay a specified amount for 2 years but some how this company Verizon Fios is claiming that someone took the REMOTE CONTROL and change my contract which I made verbally with them. We both made a verbal agreement that after these credits were issued my monthly payments will return to its original which should be seen in my current billing period of November 2022 , which of course have not happened. My question to the BBB is can my contract be interrupted by way of a remote control and is it fair for this company to tell me the plan that I am still contracted under doesn’t exist anymore . Please help me get some answers because although I agreed to a partial credit l still feel l should have had my total refund of almost 500.00 of which I received less than half of this amount, my relative from a different country accidentally flipped through the on demand movies resulting in the charges but didn’t watch the movies, verizon acknowledged the movies weren’t viewed, I would like a full refund. Please change my plan back as well

      Business Response

      Date: 12/06/2022

      ******* ********* ********* ****
      ** ******** ******
      ******** ** *****
      ******** *** ****
      *** ***** *******
      **** ***** ***** *** **** *
      ******** **
      ********** **********
      ****** *** ********
      ********* ******** *** ****
      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 wanting to redeem back an old grandfathered tv plan and price.
      Please be advised, we provided courtesy credit to **** ******* regarding the issue. Also, educated **** ******* on how to
      handle self-service care to avoid issues in the future.
      We trust that this information will assist you in the closing of this complaint.
      Sincerely,
      Verizon Executive Relations

      Customer Answer

      Date: 12/06/2022

      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. In addition to this resolution and advice given me l sincerely hope that certain companies make it less possible for unauthorized users to have easy access 

      To any ones account, the way my account was so easily accessed and changed unknowingly to me. I thank you for your quick response in this matter.

      Sincerely,



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







       


    • Initial Complaint

      Date:11/21/2022

      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.
      I have a business account and I am being over charged every single month since I open my account and its frustrating having to run a business and having to deal with incompetent and unprofessional Verizon agents that lack basic communication skills. My account is scheduled to be suspended on the 25th of November and I have been trying to get in touch with *********************** and/or Shown ****** without luck. One of this agents is supposed to adjust my account manually every month but they are either conveniently ignoring my multiple email or don't care to do anything. :Let this Complain also serve as evidence that I am once again trying to do my best to keep my account in good standing and any adverse effect to my credit will be Verizon responsibility.

      Business Response

      Date: 11/23/2022

      Good Afternoon,

      After reviewing the case for ***************************** of ** *** *** *** *** *****, we have been able to address his concerns. ****************** submitted a complaint stating that he is being over charged each month, with no assistance. ****************** worked with a representative previously, on referenced complaint number ********, who promised ****************** she would be issuing credits to his account for September 2022. She advised that she was issuing credits to honor the quote ****************** received, and would be doing so each month until his account is up for automatic renewal. 

      The credits applied total $249.00 plus taxes and fees of $7.55, this includes the adjustment to the current billed service bundle. The bundle totals $384.00, but ****************** was quoted an amount of $135.00. The credit has now been applied to ********************** account as of October 7th. The account will be up for renewal in November of 2022, and that will be the last month the credit is applied. ****************** will then be able to renew his service at a different or rate, or move all of his services to month-to-month billing.

      Thank you,

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

      Customer Answer

      Date: 11/23/2022

      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 am attaching a copy of the email showing my account is not due for renewal until June 9, 2024 and it seems that Verizon is once again trying to use the another mistake his agents made to get away with over charging me. My account was created in June 2022 and it is not due for a renewal for 2 years. As I explain multiple times I do not want or wanted to take over anyone's account I wanted to have my own account. I don't have to be dealing with this issue every single month wasting multiple hours on the line or writing emails or writing complains 

      I know you are probably busy but please take the time to review my account or or reach out to me if you have any questions regarding this issue. 

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 12/16/2022

      Good Morning,

      After reviewing the case for ***************************** of ** *** *** *** *** *****, we have been able to address his concerns. ****************** submitted a complaint stating that he is being over charged each month, with no assistance. ****************** worked with a representative previously, on referenced complaint number ********, who promised ****************** she would be issuing credits to his account for September 2022. She advised that she was issuing credits to honor the quote ****************** received, and would be doing so each month until his account is up for automatic renewal. 

      The credits applied total $249.00 plus taxes and fees of $7.55, this includes the adjustment to the current billed service bundle. The bundle totals $384.00, but ****************** was quoted an amount of $135.00. The credit has now been applied to ********************** account as of October 7th. The account will be up for renewal in November of 2022, and that will be the last month the credit is applied. ****************** will then be able to renew his service at a different or rate, or move all of his services to month-to-month billing.

      If ****************** would like to close his account and create a new one he can do so. He has 30 days prior and 60 days after his commitment period expiration date to opt out. This has been explained to ******************, and our previous stance remains unchanged.
       
      Thank you,

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

      Customer Answer

      Date: 01/20/2023

      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:


      Good afternoon,

      I am reaching out to you regarding case # ******** 

      Unfortunately Verizon did not resolve the issue and I am still being over charged every single month, furthermore they want to cancel my services early even though I have a  2 years contract in order to avoid having to credit my account. I am attaching a copy of an email I previously had with a Verizon agent (***** *****) in the Retention department which states that they will be doing manual credits every month to reflect the $140 bill I should be paying and that my contract doesn't end until JUNE 09, 2024.  


       


       


       


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




      Sincerely,



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









       
    • Initial Complaint

      Date:11/19/2022

      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 had a sales person come to my house to get me to transfer services. He looked at my current bill that was $35 a month and stated my bill would be the same or lower. I qualify for ACC and they have Fios forward. When getting service and tech arrived he said to call the 800 and it would be easy to get my credits. He left and there are no direct numbers to speak with anyone. Everytime I chat they can’t understand what I’m talking about and give me number that when you call say not working as well as links in the chat that don’t work and then they disconnect. My bill is now $90 a month and I am on food stamps and TANf which is why I qualify for the credits, but they won’t apply any. They say they have a department and a rep called to transfer me to the department but no one answers and when they give the number is another bad number. I want to go back to my old provider because I never had any of these issues since moving here a couple months ago. I ask for disconnect and they always claim they are closed no matter what day I call. And they don’t have any supervisor to speak or help with anything. It seems like a scam.

      Business Response

      Date: 11/23/2022

      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 difficulty in adding the Affordable Connectivity Program and Fios
      Forward Discounts.


      Please be advised, ****** ******** ordered internet service on September 2nd which was installed November 1st. At the
      time of ordering ****** ******** was given incorrect information regarding the amount of the Fios Forward and
      Affordable Connectivity Program (ACP) discounts. After installation ****** ******** made attempts to provide her ACP
      approval so that her billing would reflect the program benefits. We have provided ****** ******** with the correct
      information regarding the ACP and Fios Forward discounts which would bring her estimated monthly charges to $49.99. This
      estimate includes an already established discount for maintaining Auto-pay and Paper Free billing. ****** ******** has opted
      to disconnect service from Verizon and seek service with another provider. Due to the incorrect information provided and
      documented difficulty in successfully providing the ACP approval we have issued a one time credit of $40 to the bill. We
      have reviewed the billing expectations with ****** ******** and advised of the process to enroll in ACP and Fios Forward
      should ****** ******** choose to have services with Verizon in the future.


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

       

      Sincerely, 

       

      Verizon Executive Relations

    • Initial Complaint

      Date:11/18/2022

      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 called verizon because my tv wasnt working. It took me over a month to actually address the problem after multiple calls. It was determined I needed a tech to come out and the rep suggested I also upgrade my speed. I said if all my channels stay the same that was fine but wanted to have all the same channels. THe issue with the TV was resolved but I was told that they changed my plan and took away HBO. I said I never asked for more speed and wanted my old plan back they told me it wasn't possible and now I had to pay another 15 per month.

      I spoke to a supervisor who said I never should have gotten HBO on that package (which I have had for over a decade) and they were taking it away. This seems totally fabricated. I would like my old price point and package as I never asked for this change only to fix my TV

      Business Response

      Date: 01/06/2023

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

      Date:11/16/2022

      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.
      On 7/20/22 we upgraded our Internet and changed our package to Home and Family. Our estimated bill $109.99 for the bundle with a monthly bill of $167.92 and the upgrade fee waived. Our bill following the change ended up giving us the wrong package (Extreme HD TV) at $193.99 and our new monthly bill was $363.91. My husband, *** tweeted Verizon on 9/14 talked to **** who told him that ******* ***** was opening a claim ticket for us. 9/15 **** tweeted we would get $113.91 credit. Never got credit. Tweeted with ***** on 9/20 said he forced the completion of our order and we will be getting the credit ASAP. Still no credit. I called and talked to *** ****** on 9/23. Was told supervisor would call within 1/2 hour. No call back. I called again and talked to ****** who said supervisor ****** would call. Received call from Supervisor ***. She saw the problem as everyone else did prior that we were changed for the wrong package. *** was able to apply credits for now 2 months of Verizon bill and told me everything was fixed and my October bill would be $212. Received October bill which was now $557.68 with still the wrong price for the package which should be $109.99 as quoted on 7/20. Call 10/24 spoke with *******. Told to disregard bill and a ticket was being opened and wait 7-10 days. Nothing happened. Called 11/14 and spoke to a belligerent ******* who said we needed to be patient and we should be happy we received credits from previous bills. That he will have his supervisor ***** call us back in on hour. As of today 11/16 still no phone call or correction to the wrong price for our bundle.

      Business Response

      Date: 11/17/2022

      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 billing. 
       
      Please be advised, on November 16, 2022 we spoke with *** and **** *******. We confirmed the customer plan is accurate and issued an adjustment toward bill. The customers were satisfied with the resolution.
       
      We trust that this information will assist you in the closing of this complaint.
       
       
      Sincerely,
       
      Verizon Executive Relations

      Business Response

      Date: 11/17/2022

      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 billing. 
       
      Please be advised, on November 16, 2022 we spoke with *** and **** *******. We confirmed the customer plan is accurate and issued an adjustment toward bill. The customers were satisfied with the resolution.
       
      We trust that this information will assist you in the closing of this complaint.
       
       
      Sincerely,
       
      Verizon Executive Relations

      Customer Answer

      Date: 11/17/2022

      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. It should be noted that the representative will follow up with *** and **** ******* to ensure the next month’s bill is accurate. 



      Sincerely,



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







       


      Customer Answer

      Date: 11/17/2022

      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. It should be noted that the representative will follow up with *** and **** ******* to ensure the next month’s bill is accurate. 



      Sincerely,



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







       


    • Initial Complaint

      Date:11/16/2022

      Type:Product 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 customer support specialists, and sales specialist fed me lies about installments of equipment and equipments proper usage. I was lured and sold into paying for a higher Wi-Fi plan that did not satisfy my ask from the company and it’s representatives. I was denied the ability to exchange a router in which was purchased under false pretenses (that it would allow me to wirelessly setup and install a wifi extender within my home). I now have 2 Verizon routers and 2 Wi-Fi extenders that do not meet the criteria in which I am looking for. Business failed to resolve initial problem under Conversation ID: ************************************. My initial ask was for a wireless setup of a home network. My router would be connected via Ethernet while a extender is wirelessly setup within my home. I wish to speak with a senior leader within customer support to have this matter resolved. I am seeking a refund for the upgrade, an exchange for my current router, delivery fees waived and the purchases of (1)router and (1)Wi-Fi extender. In addition a Verizon Installer also failed to hookup Ethernet access points to all ports within my home.

      Business Response

      Date: 12/02/2022

      Hello 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 use his router and extender wirelessly. 

      According to our records, We have reached out to ****** ******* and will ship and provide him with a compatible Wi-Fi extender. ****** ******* is happy and satisfied with the resolution. 

      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.

      Thank You 

    • Initial Complaint

      Date:11/15/2022

      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.
      We were a Verizon customer for phone, internet and wireless for over 18 years with several of our small business locations. We finally had to switch since Verizon did not offer Internet over 3MBps in our area, Our departing gift..... a $500 cancellation fee!! No thanks for being a long loyal customer. ??

      Business Response

      Date: 11/15/2022

      This complaint has been sent to the incorrect team. Please see attached response for correct case assignment. 

      Business Response

      Date: 11/17/2022

      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 concerns about the Early Termination Fees he was charged when he disconnected his services. 


      ************** previous contract expired on February 19, 2022 and it was automatically renewed the same day for another two-year term.  Printed on *** ****** December 8, 2021 and February 8, 2022 billing statements, under the Important section, he was advised of the upcoming bundle renewal and that he had 30 days prior to the renewal to cancel the service or 60 days grace ****** after the service is renewed to cancel the service with us.  Per the notice, if we are not contacted by the customer, the service is automatically renewed.  ************** did not contact Verizon to cancel the renewed service.  On ************** March 8, 2022 billing statement, there was information that advised that the contract had been renewed and explained the Early Termination Fee.  In addition, on the same billing statements described above, the first page of the bill that reflects that balance due, includes language advising that the customer needs to review important information regarding their renewal.  ************** disconnected the services 5 months into a 24-month contract. 


      We spoke to ************** on November 17, 2022 and discussed the issues.  ************** stated that he switched his services to another provider because the speed that Verizon was providing was not adequate to run his business.  We reviewed the account and determined that the speed he was getting was the same as it was when he first installed the services.   We understand that *** ****** business have changed and therefore needed to switch to another provider however the speed that Verizon provided never changed and since he was properly notified of the auto renewal, we have sustained the charges as valid.    ************** dissatisfaction has been noted on the case.   


      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.



      Sincerely,



      Luis 
      Verizon Executive Relations


      Business Response

      Date: 11/18/2022

      We have received *** ****** rebuttal complaint.  In his rebuttal, ************** stated that he did not dispute the renewal but he felt it was poor customer service to expect a long-term customer to pay for the Early Termination Fee, especially when Verizon could not provide the upgraded services to run his business. 


      During our initial discussion, we informed ************** that we understood that his business needs changed which led him to switch to another provider.  However, we also informed him that the original services that he ordered, received and accepted remained unchanged, therefore it was not Verizon that made any changes that led ************** to leave.    Verizon would prefer to have the upgraded service,like fiber, all around the area, however this is not a possible at this time.   ************** had 60 days after February 19, ***************************************************************** disconnect the services until July 2022.   Based on the facts mentioned above and in our previous response, Verizons decision remains unchanged and the charges are considered valid. 


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



      Sincerely,



      ****
      Verizon Executive Relations

      Customer Answer

      Date: 11/20/2022

      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]

       Brief customer service lesson:

      "**************, we understand you would like to increase your current Internet speed at your business. We see here your current service did recently auto-renew for another 2 year term. Unfortunately, we do not currently offer any higher speed over 3Mbps service at your location. We do understand your current service does not meet your growing business need. We see you have been a long time customer and because of that we will waive the cancellation fee for your current contract. When we do improve the service in your area, we hope you will return to Verizon and be a long term customer once again."

      Very simple solution to a simple problem. Instead we have Verizon taking a very hard line for their own problem. Verizon is quick to point out that MY needs changed. That is correct. Do you know what changed in my business? I added a computer. For years we used this **************** for credit card processing and that was all. We finally added a computer in 2022 to help manage our business, use social media, and have online appointments. The current Verizon service (the best they have to offer) was not adequate to meet the requirements of that new computer. Can you imagine in 2022 that adding a computer to your business is something that needed to be put on hold for 2 years because I was in a contract for poor ****************? Ridiculous!!

       

       

       

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


      Sincerely,

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




       
    • Initial Complaint

      Date:11/14/2022

      Type:Customer Service 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 canceled my Fios service in September. I am owed a partial refund that I have not received. I’ve called Verizon with no resolution on when I will receive it. I have received two bills showing I am owed a refund.

      Business Response

      Date: 11/28/2022

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

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

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


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


      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 not receiving her refund.  

      Please be advised, we spoke to the customer regarding her inquiry. We confirmed that the customer has received her refund and 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: 11/28/2022

      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,



      ***** *****







       


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