Business Profile

Telecommunications

Verizon Communications

BBB Accredited Business A Rated by BBB

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

4,456 total complaints in the last 3 years.
1,336 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.

Initial Complaint
Date:11/13/2022
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.
Going back to June of 2022, I have consistently been led along to believe the price of my Internet will will be one price, and how sorry Verizon is for the inconvenience. Yet, every month the bill is more than the agreed upon price. It's always an issue of the order didn't proccess, or that offer is no longer available. I have been going back and forth with them for five months with no resolution, just empty promises.
Business Response
Date: 11/21/2022
Please be advised we spoke to the customer regarding their concerns. We were able to add the promotion aloffer to their account and have a technician sent out to confirm installation. We reviewed billing and provided an agreed upon credit for the issues. The customer was satisfied. We trust this provides your office with what is required in the matter.
Initial Complaint
Date:11/11/2022
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 signed up for home internet services with Verizon Fios. I was approved and services was set up on October 19, 2022. The next thing I am getting a bill for full amount of service and I haven't had service a full month. I was not told by anyone that this is Verizon billing practices. Had I been made aware of this I would have waited until November to apply for services. I would like my bill readjusted for partial services. I am not a happy new customer with Verizon Fios billing.
Business Response
Date: 11/14/2022
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 billing.

Please be advised, ****** began services 10/20/2022 and enrolled in discount program 10/27/2022. ****** was billed a month in advance. We issued an adjustment from 10/27-11/20/2022. The current balance due 11/13/2022 is $8.99.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive Relations
Initial Complaint
Date:11/10/2022
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 Verizon Fios service Acct # ******************* for the past 3 years. In October my bill abruptly by $12 for Rent: Fios Quantum Gateway Router even though I made no changes to the account.
On 11/5/22 I reached out to Verizon via chat. They told me:
1. The router charge is valid (no idea why)
2. If I sign up for another 2 years I can get the same $89.99/month plan with no router fee
3. They agreed to give me a $10 credit for the shipping reimbursement
4. I declined Techsure service
I agreed but the chat disconnected and I called back and talked to Annette and signed the order # *************.

I got a text message saying that I will get $10 credit for the shipment and I received the router yesterday.
This morning I received a bill from Verizon that is exactly the same as my previous bill, charging me for Techsure and router.

I spent 2 hours on Saturday with them and cannot deal with them again. I want them to remove TechSure and Router fee and reimburse me for the $10 shipping fee and send me a new bill and void bill dated November 8, 2022. I want to make sure my monthly charges will be exactly $89.99 as before including all fees and taxes and that was promised to me on Saturday.

Fios Gigabit Connection 89.99 11/9 - 12/8 P
TechSure 10.00 11/8 - 12/7
Equipment Rent: Fios Quantum Gateway Router 12.00 11/9 - 12/8 Q
Discounts Auto Pay and Paper Free Discount -10.00 11/9 - 12/8
Business Response
Date: 12/19/2022
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 losing a router discount and being charged for a shipping charge.

Please be advised, the customer's account has been credited for the shipping charge and the customer was informed of the date his router discount expired. He is now satisfied with the outcome.

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

Sincerely,

Verizon Executive Relations
Initial Complaint
Date:11/08/2022
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.
My Verizon FIOS box is not functioning correctly – a problem that has been going on for over two months. After long hours on hold to speak with support, I don’t have a resolution. After many failed attempts to diagnose the box, Verizon changed the Fios box.
The issue is that the on Demand does not function correctly. When selecting the guide tab and selecting on demand, it populates the on-demand feature with the latest movies/shows that can be rented or purchased. However, when selecting the tab “my stuff” to view previously purchased assets (shows or movies), it says no data is available. This problem was escalated from tech support to an engineering team multiple times. Please see the ticket number below provided by Verizon. To this date, I cannot view my previously purchased movies/shows on demand. Nor am I able to purchase or view any on-demand movies/shows. I have been a client of Verizon for more than ten years and have over 100 movies/shows I purchased through Verizon. I am disappointed in the lack of service.
**********
Business Response
Date: 11/21/2022
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 being able to see previous or view On Demand purchases he has made with Verizon.

Please be advised, we spoke to the customer regarding his inquiry and restored previous purchased On Demand content. 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: 11/22/2022
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:

The business did look at the problem and has attempted to resolved the matter. However, the problem/issue still persists. I have attached the pictures that i continue to experience. Pictures were taken 11/21/22.

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

Sincerely,

***** ******

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 being unable to utilize Video on Demand service.
Please be advised, we spoke to the customer regarding his inquiry. 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.
Initial Complaint
Date:11/07/2022
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.
My Internet and television service had been out for a day and I have not been able to get someone on the phone or any help.
Business Response
Date: 11/09/2022
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 Verizon television and internet services.

Please be advised that we have resolved this matter via agency ID ********. We have spoken with the customer on November 9, 2022 confirming their services have been restored.

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:11/07/2022
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.
I have attached a document explaining, in full, the issue I am having with Verizon in regards to both my Wireless and Home accounts. I was promised certain discounts and rewards that were never received and each time I have reached out to customer service either no steps have been taken to correct the issue or more errors have been added to the bill.

Because this has become quite complicated, a word document has been attached that comprehensively explains both the problem and steps taken to rectify it on my part. I am also attaching the electronic communications, dates, and amounts for your reference.
Business Response
Date: 11/09/2022
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 promotion discount.

Please be advised, we explained the discount varies based on Mobile Plan and currently with the current plan *** ******** has his discount is accurate.

We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive Relation
Customer Answer
Date: 11/11/2022
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 pending receipt of next bill. I was told they had fixed the issue but it turned out to be not true in the past multiple times. I would like to make sure they actually resolved the issue by checking the next bill.

Sincerely,

******* ********
Initial Complaint
Date:11/07/2022
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.
Hi BBB,My name is ***********. I live in ******************************************************. I has been Verizon Fios customer since April 2021. I disconnected my Verizon ************ on May 4 2022. My account number: ***************. However, my last bill issued to me was from May 3 to June 4 for prepaid amount of $54.99. I have tried to contact Verizon Fios regarding the refund of my service between May 3 to June 2 back in June, August. Previously the customer representative mentioned that the refund was eligible and it would show up in the next months bill. However, I have waited 6 months, today is November 7 2022, I still did not receive any refund. This week I called Verizon again, and was informed that they would not accept my refund request for my prepaid amount between May 4 to June 2. The customer supervisor and I checked the terms and conditions as below:Termination with Notice (****). You or Verizon may terminate the Services at any time and for any reason by giving notice in accordance with the notice provisions set forth in this Agreement. Unless otherwise required by applicable law, termination will be effective on the last day of that months billing cycle, and you are responsible for all charges incurred through the date of termination. Installation or setup fees paid at the initiation of the Services, if any, are not refundable. In the event Verizon determines fraud, abuse or other violations of law or this Agreement, we may terminate your Service(s) immediately with no Notice.According to the terms and conditions, the termination should be effective on the last day of that month's billing cycle. However, Verizon disconnected my service on May 4. Furthermore, I was supposed to be responsible for all charged through the date of termination. However, I was forced to be responsible for charges outside my termination period as well.
Business Response
Date: 11/08/2022
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 a prorated refund for disconnecting his service mid-cycle.

Please be advised, we have spoken with ******** and explained Verizon does not prorate data, which is a non-regulated service. Therefore, when a disconnect is processed, it can occur at any time during the billing cycle, but the customer will be responsible for the full month. However, in this instance, ******** advised he was not given the option to disconnect at the end of the billing cycle resulting in the service being disconnected two days into the new cycle. As a one-time courtesy, we have offered to provide an adjustment for the number of days the services were not active. ******** accepted the offer and is satisfied with the resolution.

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

Sincerely,

Verizon Executive Relations
Initial Complaint
Date:11/01/2022
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.
Verizon Fios increased my bill. When I called to speak to someone about it, they sold me a new package at another price, but the new package required them to send me a new router and for me to return my old one. Even though I told the representative the mailing address of my building is different than the address they had listed, they refused to mail it an address where mail can be received (building is on a corner but only 1 entrance that receives mail). The package got lost with *** because of the incorrect address; Verizon still told me I need to return the old router. I spoke to no fewer than 10 people on the phone, via chat, and multiple people said they would call me back to change the address and reship the router. Not a single person called me back after I waited around at the time they requested. So now I still don't have the new router, and I'm paying a higher price. I am also a teacher and signed up for an educator discount, which is not being reflected on my bill. So now it's been 2 months of me paying a higher price.
Business Response
Date: 10/31/2022
******* *** ****
****** ******** ****** ** **********
**** ***************************** ******** ** ***** ***
********* ** *****

*** ************
********* ** ********
*** ************:
Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above-referenced complaint for *********************. The customer makes reference to a ********************** Fios account. This complaint was served to Verizon Wireless (VZW) in error. We ask that this complaint please be served to Verizon Fios for handling. The address for Verizon Fios concerns is **********************************************. Please let ** know if you have any further questions.

Sincerely,
Executive Relations

Tell ** why here...
Business Response
Date: 11/14/2022
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 being billed for an increase in the bill for a new router she has not received.

Please be advised, we have spoken with ************ and provided an adjustment toward the bill as we have confirmed an increase in the bill without the new equipment. ************ has since received the new router and it is working successfully. ************ advised her concerns are resolved and she is 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: 11/14/2022
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:10/28/2022
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.
it is a shame that verizon cannot help the customer. i constantly have slow internet and even though they check their network unless i call i dont get the 3MB of data they are saying. there are many times when it is .2. i pay good money for their service and it is apparent that they dont care about me as a customer forcing me to look for another provider. I feel their answers are unprofessional and i will keep escalating this until i get help. i should be compensated for paying for a service i dont receive.
Business Response
Date: 10/29/2022
The following response represents Verizon’s full investigation and resolution of the ***** ********’s dispute. Please be advised that ***** ******** has been notified that Verizon's position is final and, absent additional facts, no further action will be taken.
According to our records, ***** ********'s DSL is provisioned for up to 3 Mbps(Megabits per second), which is the fastest speed available at her location. Unfortunately Verizon has no plan to expand Fios service to that area at this time.
We have reviewed the history for the past three months and have found no issue with Verizon network or congestion on the network. Our review of trouble tickets, troubleshooting and testing showed over utilization of available bandwidth by the customer which our DSL tech support has advised ***** ******** of on multiple occasions.
We’re sorry to hear ***** ******** is continuing to have performance issues with her Verizon DSL service. As we advised on her previous case(BBB Agency ID ********) on 10/20/22, the performance of DSL service, including its upload and download speeds, will vary based on a number of factors, including network traffic, the wiring inside the home, the manner in which one connects to the internet (wireless versus wired), the home router, the computer configurations, the number of simultaneous users in the home, and the performance quality of specific websites one visits, including unique website applications and services. For these reasons, as explained in our Terms of Service, Verizon doesn't guarantee a constant internet speed or the uninterrupted use of DSL service.
Accordingly, Verizon requests that the BBB take this into consideration when reviewing future complaints from ***** ******** on this matter.
Sincerely,
Verizon Executive Relations

Customer Answer
Date: 10/31/2022
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:

this is completely unacceptable. i know they say i get the allotted 2 to 3 per day, but that is completely false!. i have to reset my router multiple times a day to get it running to the 2 to 3. How also is it that i can have one device only running. god forbit my computer and phone were on wifi, nothing would work. my house is the only place this is a problem. god forbid i had more than 1 person living here. not acceptable!! why am i paying the full over $100 a month when i dont get the service.

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

Sincerely,

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

Business Response
Date: 11/01/2022
Verizon provided a response to this matter on 10/29/22 and after further review our position still stands as previously stated. We have conducted a full and thorough investigation into the customer's matter and found no subsequent evidence to overturn our original decision and no further action is required by Verizon. Verizon empathizes with the customers' continued concern, however, the information provided in our initial response was comprehensively discussed with ***** ******** and remains our final position in this matter.
We trust that this information will assist you in the closing of this complaint.

Customer Answer
Date: 11/02/2022
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:

the answer was only told to me when i called. I NEVER received a response back from Verizon that i was supposed to and they could never explain why my internet coverage would drop to zero at many times throughout the day and i have to restart my modem to restart service. My Mom and brother both have Verizon and do not feel the pain that i experience on a daily basis. If someone did call me back, they said this is Verizon and we missed you. Never left a message or a return phone call to call them back so it was me who constantly had to reach out to get some sort of response. as fully explained, NO it was not. they just said we cant help you and the problem is you!!!! so unprofessional

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

Sincerely,

***** ********
Initial Complaint
Date:10/27/2022
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 have had verizon account for the last ********************************* twice a month. I contacted them but no answer.They threatened to cancel my service and provided no explanation of these charges.If my x or someone else is using my account, they should let me know. Their customer support is inefficient and not solution oriented. Please resolve this issue. I cant afford to pay more. I appreciate your time and energy on this.
Business Response
Date: 10/26/2022
A review of her wireless account and billing was completed. *** states her double billing is landline .
Business Response
Date: 10/28/2022
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 over billing issues. 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 Relations

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