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
- 4,455 total complaints in the last 3 years.
- 1,334 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Blocked Channel 10 and 5.
I pay for these and now they are blocked.
This is Not the customer's problem. They need to credit bill for days blocked and return it asap.
Or I will leave them forever, and continue to file complaints
Business Response
Date: 11/01/2022
******* ********* ********* ****
** ******** ******
** *****
******** ** *****
******** *** ****
*** ***** *******
********** ** *****
********** **********
****** *** ********
********* ******* *** ****
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 channel availability resulting from Verizon's contract with Nexstar expiring.
Please be advised, a new agreement has been reached with the content provider and the impacted channels are again available.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive RelationsInitial Complaint
Date:10/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was eligible to receive upgraded equipment for Fios since I had my kit for three years and the cable boxes were no longer working correctly. I asked to pick up the main and mini set boxes at the **** ***** ******* store. I have been to the store three times, and there is an issue with the order in the system each time. Today, Oct 26, I was at the store for over two hours on the phone with Verizon customer service. Each customer service representative had a different remedy and different response as to how to resolve the issue. I had a service ticket for replacing the primary set-top box, which I did not request. I ended up having several orders in the system that showed canceled in the store and should have been canceled in the system but were not. The two orders were ************* and ************** and the service ticket was **********.
I only have one cable box when I am supposed to have two. I cannot watch tv on my second television, which is unacceptable. Whenever I speak to a representative, they think I need a main set box, and I do not. I need the MINI set box. I do not understand why it is so difficult to pick up equipment. I turned in my two legacy cable boxes on Oct 25 and was told that the order put in would be the new correct boxes. The store said they could give me a box to add manually, but it had to be done by customer service. I asked customer service if they could add the boxes manually to my account via the serial number, and I was told no.
I am currently without cable on my second television after being on the phone with Verizon for over 2 hours over two days. I want to be able to pick up the correct Mini set box at the store so it can be installed, as I am paying for a service I do not have. I had to leave work early to go to the store a second time and was there until closing, which is unacceptable.Business Response
Date: 11/02/2022
Dear BBB
Customer has advised that her concern was resolved and Verizon has closed this out as the final resolution.
Thank you
Verizon ERT
Initial Complaint
Date:10/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The dispute between Verizon & **** has gone on way too long. We are paying for services we cant get. We have missed Bills games & many of the shows we like. They also have deleted channels, esp the SCI channel & made it an additional charge to watch! We pay enough & are fed up. We are considering changing providers because of this. They dont seem to care about serving their customers.Business Response
Date: 10/26/2022
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 ******* Media Group.
Thank you for your recent inquiry on our negotiations with ******* owned, ****. It’s unfortunate that ******* declined our offer for a contract extension which would have allowed for ******* programming to remain on your Fios TV while the negotiations continued and we apologize for this inconvenience. ******* is seeking higher fees than Verizon pays to any other broadcast station owner. Agreeing to these unreasonably higher fees would likely result in an increase in your monthly bill. Verizon will continue to put you - our customer - first and is committed to coming to a fair agreement with *******. In the interim, an Over-theair Antenna can be used to access ******* broadcast channels. We know this is an inconvenience and we appreciate your patience. We understand you have a choice for home entertainment and appreciate you choosing Verizon. Rest assured our goal is to quickly reach a fair agreement to return ******* Media Group channels to Fios TV and we will post any updates on *******************.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive RelationsInitial Complaint
Date:10/25/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
No reason provided for not being able to provide Verizon Fios Internet service to my address when houses have it right down the street from me. Not to mention new fiber optic lines were installed on the road I live directly off of. My whole neighborhood would benefit from Verizon and provide profits to Verizon for years to come. I want someone to contact me about this issueBusiness Response
Date: 10/27/2022
****** *** ********
********* ******* *** ****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 Fios service not being made available for him, and wanted an explanation.
Please be advised, we reached out to *** ******* and explained why Verizon has no plans to bring Fios to his neighborhood currently.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive RelationsCustomer Answer
Date: 10/27/2022
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:I speak on behalf of my community. We do not feel valued as potential customers to Verizon for tv and internet for years to come. The cost to install internet for our community is far less than the lifetime profit for Verizon. Verizon service is provided to citizens one mile down the road from our neighborhood. No rational explanation other than cost was given to deny us future service. Which is honestly a pathetic garbage response. I do not accept this bogus response. My community deserves internet access, especially since it’s available close by
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** *******
Business Response
Date: 10/28/2022
Received: October 26, 2022
Dear BBB,
Verizon provided a response to this matter on October 27, 2022 and after further review our position still stands as previously stated; his address is in a very rural Wire Center that was not included in the County Franchise Agreement. There are currently no plans to upgrade the equipment in the central office or overlay FiOS in in this Wire Center. 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.
Sincerely,
Verizon Executive RelationsCustomer Answer
Date: 10/29/2022
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:10/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I lost my job approx. 2 months ago. I had a plan with Verizon for internet and cable. At the time I was living in ***** ******** and the price was pretty much decent, we moved to Indian Head in May of this year and the plan that we had was no longer available, so the cost went sky high since then. We've decided to go with another company for $100 less. That being said, I have an outstanding bill of approx. $500 left on the account, so I called to make payment arrangements and they want to charge me $7 to set up payment arrangements but while on the phone I was told that they do not accept payment arrangements on a closed account. Therefore, even though I'm willing to clear my debt towards Verizon by making $25 a month payment, they informed me that they cannot promise that this will not show up on my credit report, which I do not want that to happen. REALLY! The only thing I wish to do is to pay off my debt by monthly payments because my husband is supporting our household with one vehicle in the family. Therefore, I'm looking for a job every day with one vehicle between my husband and myself. So now I would like to know how or why they have the right to tell me I can't make payments when I'm doing my best to try and pay my debt. Is it legal to hit your credit report when you're willing to make payments every month? My cousin was willing to help me by putting the funds in my account every month for them to take automatic payments from my account.Business Response
Date: 11/04/2022
Unfortunately, our attempts to reach the customer have
been unsuccessful. We were able to leave
messages with our contact information.Initial Complaint
Date:10/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Verizon provides Internet, phone and television service to my home. A Verizon representative named ****** made false statements to me to induce me to change my television plan which resulted in my bill increasing and my access to television channels decreasing. I called Verizon customer service on October 17, 2022 at 1:43 p.m. in order to correct a billing error. My monthly bill was $216.67 and it included The Spanish Regional Network for $10 per month plus tax. The call lasted more than an hour. ****** offered to review my plan and I agreed. She recommended the Mix and Match plan at $205 per month. I asked ****** directly, "Will I be losing any channels." She said, "no, only gaining." I lost many, many channels including all the Hallmark channels, Food Network, Bravo and many, many more. I made subsequent calls to Verizon explaining the dishonesty on the part of ****** and seeking to go back on my old plan and was repeatedly told, "Our system does not allow us to do that." On October 19th I spoke to Verizon representative ***** who said he would find a resolution and call me back at 10 a.m. on the 20th but he did not. I called Verizon on the 20th and spoke to ********* who said the best he could do to get back ********* HGTV and DIY was raise my monthly cost to $220 per month, but I still have lost, Food Network and Bravo and many other channels. I am paying $15 more per month for fewer channels and I believe I was scammed. I want my old plan reinstated. I also want a transcript of the phone call with ******.Business Response
Date: 10/21/2022
******* *** ****
****** ******** ****** ** **********
**** ***************************** ******** ** ***** ***
********* ** *****
*** ************
********* ** ********
*** ************:
Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above-referenced complaint for *******************************. This concern is related to Verizon Internet and Cable services. We believe this complaint was served to Verizon Wireless (VZW) in error. We ask that this complaint please be redirected to the address of ************************************************* for review and handling. Please let us know if you have any additional questions.Thank you,
Executive Relations
Business Response
Date: 11/03/2022
The customer's concern was referred to the appropriate group for handling. The customer's concerns are cared for.Initial Complaint
Date:10/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Someone hung the phone up on me.
The person I was talking to told me that I was getting 100mbps and not 300 mbps.
I have dealt with this entire VERIZON FIOS problem for 2 MONTHS.
We switched plans. They gave us a router and TV box. I didn't need a router and didn't want to use VERIZON'S router.
VERIZON told us that we had to use a VERIZON router...
(((( *11:12pm est - VERIZON disconnected the call AFTER I told a representative I needed to talk to a manager. This is the 2nd time that I've hung up on by VERIZON. ))))
This happened as I was writing this...
Since I was not going to use the router, we couldn't get Verizon Cable.
So. We canceled the television service.
We returned the router and we returned the TV box.
I have spent HOURS and driven 20+ MILES fixing everything.
Now...
I found out that WE ARE NOT GETTING THE PROPER BANDWIDTH FROM VERIZON.
SO...
We've been charged for SERVICES THAT WERE NEVER RENDERED.
AND... I HAVE BEEN HUNG UP ON THE PHONE BY 2 CUSTOMER SERVICE REPRESENTITIVES.
JUST MORE TIME I'VE SPENT DEALING WITH THE SERVICE THAT WE HAVE BEEN CHEATED ON.
I was just told by Luis, that I have NOT BEEN GETTING 300/300 MBPS... Instead.. I have been getting 100/100 MBPS.
Luis told me the ticket number to verify this is...
Ticket Number # - **********
I need to be contacted by SOMEONE IN CORPORATE.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 about data speeds.
Please be advised, ****** ******'s data speeds were resolved on 10/25/22 showing that he now has the 300Mbps. Over the past several days, Verizon has made several attempts to contact *** ****** to verify that his data speeds are back to normal and have provided a credit for the two months of service for his internet. *** ******'s August bill was previously adjusted on 9/5/22 when he was on the 50/50Mbps plan and the remainder of his plan was credited on 10/25/22, his new plan 300Mbps was credited on 10/25/22.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive RelationsInitial Complaint
Date:10/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Signed up with Verizon to receive a promotional item, a wifi security camera, for weeks and weeks they said tech issues but don't worry, I'll get it, now they say, sorry, your no longer eligible, called and texted them over and over, no satisfaction and still, no camera, they say it's no longer offeredBusiness Response
Date: 10/17/2022
October 17, 2022
Dear BBB,
Thank you for contacting Verizons ****** of ********* Relations regarding **********;************;complaint. In his complaint,received on 10/15/2022, ************** expressed concern regarding his inability to order a promotional item he qualified for at the time of purchase of his service. He explained he contacted ***************** who advised there was a system issue preventing the order; however, he would still be able to receive the item. The promotion has since ended, and he has been unable to order the item, as he was advised he is no longer eligible. He requested the item be delivered.
Upon further review, weve determined the customers concern should be addressed by our Verizon Wireline team. Per BBB guidelines, please forward **********;******* complaint to the appropriate Verizon Team.
Email: ************************************************
Address: ** ***********.
******** ** *****
Fax: ************
We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
Sincerely,
*******Business Response
Date: 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 not receiving a promotional item he signed up for.
Please be advised, that we acknowledged our system error that caused the promotional item to not be sent to the customer. We attempted to replace the ** Wi-Fi camera with a $100 Verizon e-Gift Card. An extension request was sent on 11/01/22 to ensure delivery. On 11/09/22 ********************* advised he had still not received the card via email. We offered to credit the account for the value of the card and the customer was satisfied with that offer.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive RelationsInitial Complaint
Date:10/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I pay Verizon $159.18 per month for TV and internet. I go to turn on my football game on Fox today and there is a prompt telling me that the channel is no longer available because Verizon is having some type of contract dispute with somebody. I don't know what the details of that are, and I don't care. I pay them every month for my channel package and specifically for the channels that have football. I called Verizon today and they flat out refused to do anything about it. I asked a supervisor "*******" what she was going to do to fix my issue and she replied "well nothing". She then refused to provided me with a manager or anybody higher *** information. I don't want a refund; I want FOX and *** back on my TV immediately.Business Response
Date: 10/18/2022
We spoke with the customer and advised we cannot resolve his concerns due to the nature of the issue. We cannot expedite the contract negotiations between the various Networks and ourselves. Customer unhappy with our resolution and disconnected the call advising us not to reach out to him again.Initial Complaint
Date:10/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I filed bankruptcy (chapter 7) back in July 2, 2022. I noticed there wasnt any adjustments made to my account once filed. I contacted Verizon several times regarding this matter. I then filed for the ATc assistance. The rep explained that they went back and credit my account $160 for the charges. Moving forward my services were then interrupted for a balance of $490. I ***** understand because once again Ive been calling regarding the account. The rep then explained that a balance in July of 375 was owed. I filed bankruptcy again in July. I never received a zero balance, in which my bankruptcy attorney is looking into. The reps were not helpful at all in explaining the situation. Didnt try to work with me to get services turn back on. One of the supervisors kept putting me on mute as she laughed about my situation. I then asked her for the number to corporate. I call back to customer service escalation department. The rep told me he knew nothing about bankruptcy and then review my acct in which was the worse. He saw credits applied to the acct. With the bankruptcy in place in July, The *** essential, and the credits on the acct my balance is still almost $500 unbelievable. Ive been without service for almost 5 days. My kids need internet service for schooling and working from home. The reps ***** want to support me on a payment arrangement. This has been the absolute worst experience Ive ever had with Verizon.Business Response
Date: 11/11/2022
******* ********* ********* ****
** ******** ********************** ** *****
******** *** ****
*** *************************
**** **************
******* **
****** *** ********
********* ******* *** ****
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 concerns.
Please be advised, we contacted ************************* and were able to review her billing concerns and provided appropriate credits. ************************* is satisfied with the resolution.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive Relations
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