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
- 4,457 total complaints in the last 3 years.
- 1,337 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:10/03/2022
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.
Verizon provided on site services on September 12 2022, whose sole purpose was to transfer service from previous address to my new home.
Tech representative came and installed service using an inside ONT box, which is Verizon needs to provide. The tech tried to upsell me to a more expensive router but I knew I would be bringing my own router. The order number for the date of service is *************.
Today, I received a bill in excess of $630, more than $590 in unauthorized charges. Verizon chat told me the charges are authorized even though I don't have the router nor did I ask for Starz or HBO max. Chat support record
***************************************.
Would like for a resolution to this and have my bill restored to its previous charges.Customer Answer
Date: 10/03/2022
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:10/02/2022
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.
Calling not getting anybody, slow internet service, not getting speed that I am paying for, hired IT guy that checked the speed of it. Called and no one answering the phone. Being on hold for 1 hour or more and not getting anyone. Been slow for a week and getting no resolution to it. Overcharged for no service.
Business Response
Date: 10/06/2022
We were able to speak with the customer, dispatch to their location and resolve their concerns. Thank youInitial Complaint
Date:09/30/2022
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.
My cable services with Verizon have been inadequate for 4 months. I have chatted, called, had various technicians come out to resolve the problem and I am still having the problem. I have not been able to watch television in my bedroom consistently in any given month of those 4 months. But Verizon has CONSISENTLY taken the monthly charge from me. I have reached out to 3 different supervisors, *****, **** and ******* and none of them have had the decency to call me back or even done a follow up call. As it currently stands I have been without television service since Saturday September 24th and have no resolution or idea on when another tech will be out. I have already reached out to corporate and I am waiting on a response from them as well. I would like some form of reimbursement for these 4 months and I mean more than the $8.95 or .85 cents. That is highly not enough compensation for a bill that is $186.00 a month and I am lucky if I can watch television 1 day out of 30 or 31 days. Everyone is so dismissive and nonchalant about the problem because it is not happening to them. The customer service displayed by supervisors from this company is disgusting. And if it wasn't for the fact that my son works from home and their competitor doesn't have a soon appointment I would have already removed services.Business Response
Date: 10/04/2022
******* ********* ********* ****
** ***************
** *****
******** ** *****
******* *** ****
*** ***************************
**** ************
**************** ** *****
**********
****** *** ********
********* ******* *** ****
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 view television using one of her set top boxes for an extended period of time.
Please be advised, we verified that the customer reported technical issues in July and August regarding the set top box. Due to the ongoing issue, we agreed to issue a credit for the the rental fee of that box for two months.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive RelationsCustomer Answer
Date: 10/04/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me and the matter has been resolved because I have terminated services with Verizon. To offer a credit of $13.00 per month for 2 months for a settop box seems very unfair when services were $186. 00 per month. The set top box did not work for 3 months cause I terminated services on October 1. Which meant for 3 months I was unable to watch tv consistently in my bedroom. Not looking for any other resolution but to inform the public of their practices/ cable services and lack of good customer service.
Sincerely,
***************************
Initial Complaint
Date:09/29/2022
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 have been a customer of Verizons for over a decade and never had a late payment. In August we changed our bill reducing our charges and were told to ignore the invoice and that a new one would be generated. Our monthly bill has been around 150-200 every month and paid on time. Our new bill was going to be around $75 a month. We waited until the September bill to make payment as we were advised, which was $160 and our previous normal bill. Because we had decreased our bill, verizon suspended our account for non payment even though they were the ones that said to wait. Payment was mailed on the 22nd account was suspended on the 29th. Even after explaining this to customer service, they still left the account frozen.Business Response
Date: 10/13/2022
We spoke with the customer regarding their inquiry. They advised their concerns have been
resolved. We provided our contact
information should the customer need additional assistance.Initial Complaint
Date:09/29/2022
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 have internet with Verizon and I gave them approval to withdraw their payment from my checking account. The service is for my current address of ****** ***** *** *** ** ** ******* ** *****. Recently I received a call from a collection company that I have an outstanding account with Verizon. When I spoke to them the account in question was opened in March 2022 and closed in July 2022 and the address was for a location that I never lived before. Verizon has my current address and phone number and no one ever called me from Verizon. They should have called and verified that new account with me, how can I have service in two separate addresses. They should have seen that I had one opened account and reached out to me before opening a new account. Also called me or email me and verify before sending the account that is not mine to collection. I believe this has to be an inside job because that was around the same time period I opened my internet account with Verizon.
My credit score went down 93 points and I had to get a security freeze placed on my credit. Verizon need to monitor the opening of new accounts to ensure they're not opening multiple accounts for the same individual and different locations. Please investigate this behavior on my behalf and I am sure that others experience similar issues.Business Response
Date: 10/31/2022
We apologize but we are unable to assist the customer with her concerns. The consumer has an existing fraud case open to dispute her account. She has been advised that she must work with the fraud department as per their polices and procedures to dispute her account. She has contact number for the fraud department and any further inquiries or questions should be directed to fraud. We cannot assist in their process.Initial Complaint
Date:09/29/2022
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.
After hours of working on getting the teacher discount with customer service reps via chat, I was assured by a rep that the price for internet service would be $49.99 however I was told by a manager that this would not be honored. Had I known the price would be $89.99 I would not have spent the extra hours trying to fix the issues with getting approved through the Verizon site. The reps false claim should be honored.Business Response
Date: 10/13/2022
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 internet pricing.
Please be advised, over the past few days, Verizon has made several attempts to contact ***** ******* by (phone, or email), but was unable to reach her. ***** ******* responded to an email informing Verizon that she doesn't answer 800 number calls but requested a call at a certain time. However, when calling at the time that was allotted, Verizon is still unable to reach ***** *******. At this time, for further assistance, ***** ******* is able to contact our front-line representatives at ************* ***************. We are also available at *************** or by downloading the My Fios app.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive RelationsCustomer Answer
Date: 10/13/2022
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 did respond to the only email I received and I asked that callers leave a message because I get many spam calls throughout the day I returned the call from the only message I received and spoke with the rep who called to tell me that the person in charge of my complaint was out of the office and would be calling me once they returned. I did not receive a voicemail from anyone since. Perhaps we can communicate via email instead
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** *******
Business Response
Date: 10/27/2022
Dear BBB,
Verizon provided a response to this matter on 10/27/22 and after further review, Verizon was able to credit ***** *******'s account for two months as well as provide a gift card in lieu of crediting a full month due to inconvenience for service. Verizon empathizes with the customer's continued concern, with speaking with *** ***** *******, this is 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: 10/27/2022
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:09/27/2022
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 have been charged for months after ending service and going to another provider. they also have made unauthorized charges on my credit card. I traded a phone in yet they are also trying to say I owe them money as my trade in was only in what they call "promotional credits" amazing that they no longer have copies of receiptsBusiness Response
Date: 10/12/2022
October 12, 2022
Dear BBB,Thank you for contacting Verizon’s Office of Executive Relations regarding ***** *******'s complaint. In her/his complaint, received on 10/12/2022, customer is disputing a Verizon wireless bill regarding a device he traded in. A response regarding this misdirect was sent to you on 09/27/22.
Upon further review, we’ve determined the customer’s concern should be addressed by our Verizon Wireless team. Per BBB guidelines, please forward this complaint to the appropriate Verizon Team.
****** ************************************
******** ** ** *** **
******* ** **********
We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.Sincerely,
Verizon Executive Relations
Customer Answer
Date: 10/12/2022
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:[Your Answer Here]
i have dealt with customer service for 2 weeks. FOR @ WEEKS i haveen put on hold for a total of 3 hrs, hungs on 7 times refused to be put throught to supevisors, and treated like a number after being with verizon for over 3 years. a lady named ***** from executive relations has left me voice mails at awkward times yet when i call her back, she is never there nor does she return vioce mails
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** *******
Customer Answer
Date: 10/13/2022
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 the identical response from before, this is auto generated, this is 1) not about a trade in this is billing. and further more there customer team s stated before either place me on hold for hours, go through a series of transfer's or out and out disconnect the call. this is Verizon evading the issue. i want my balance zero'd out as i said this is a billing issue not a trade in issue. i recieved 2 phone calls from a "*****" at verizon and have left a multitude of voiced mail for her and she does not respond. passing the "buck" to another department is NOT resolving the issue
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** *******
Business Response
Date: 11/18/2022
November 18, 2022
Dear BBB,
Thank you for contacting Verizon’s Office of Executive Relations regarding ***** *******'s complaint. In her/his complaint, received on 11/18/2022 regarding Verizon Wireless cellphone trade in billing issue. We have responded to your previous complaints advising that this is a misdirect.
Upon further review, we’ve determined the customer’s concern should be addressed by our Verizon Wireless team. Per BBB guidelines, please forward ***** *******'s complaint to the appropriate Verizon Team.
****** ************************************
******** ** ** *** **
******* ** **********
We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
Sincerely,
Verizon Executive RelationsInitial Complaint
Date:09/25/2022
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 has not responded to the first complaint after I returned their phone call. They've let it sit there. Verizon is constantly trying to dodge their customers and avoid interaction so that a time period passes and they get let off the hook.
I have asked how to lower the bill. One agent was being very resistant and did not want to work with me. She told me I'd save $12 by removing the DVR service and upon doing so, I got a bill that said I reduced it...$2. What the hell is the point of removing it if it only takes off $2? Also, this year, I was charged for the MLB Package which I did not sign up for, nor want. ($150). I got hit with some new fees as "some promotions fell off" or "you shouldn't have been given those promotions" (yet I was so get over yourself). NONE of these were communicated to me prior to them occurring. Earlier this year I was charged an ungodly amount of $400 for a bill. The bills have never been consistent (yet they run on the premise they are - total lie). Very shady company who does not care about their consumers - rather, they care more about the dollar sign.Business Response
Date: 10/10/2022
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 package pricing and a refund for MLB sports renewal.
Please be advised, that I spoke with the customer, educated him on our best pricing and provided a full refund for the MLB auto renewal. The customer was satisfied with the result.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive RelationsInitial Complaint
Date:09/24/2022
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 have made several attempts in the last few weeks to receive my military discount. I have spoken to many many representatives. I was instructed to log into ID.me which I did and verified with several Verizon representatives. I was last told there was a glitch in the system and I was to wait until Sept 24th (today). I don't know understand why this is difficult or why I am having such a hard time getting help to receive my discount?Business Response
Date: 10/10/2022
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 having a discount added to the account for military personnel.
Please be advised, that we are aware of the situation and have forwarded the matter to an internal team to determine the delay of this discount being applied to the account. We have opened an internal investigation and working to resolve this issue as quickly as possible. We will continue to follow up with ******** ****** on the resolution of this matter.
We trust that this information will assist you in the closing of this complaint..
Sincerely,
Verizon Executive Relations.Customer Answer
Date: 10/11/2022
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 still did not receive my veterans discount.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******** ******
Business Response
Date: 10/12/2022
Dear BBB,
Verizon provided a response to this matter on 10/11/2022 and after further review, our position still stands as previously stated. According to our records, we informed ******* ****** on 10/3/2022 and 10/11/2022 that we are monitoring the application of this discount and will backdate any credits that are due once the discount is applied to the account. We are aware of the situation and have forwarded the matter to an internal team to determine the delay in getting this discount applied to the account. We have opened an internal investigation and working to resolve this issue as quickly as possible. We will continue to follow up with ******** ****** on the resolution of this matter. Verizon empathizes with *** ******'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.Sincerely,
Verizon Executive RelationsCustomer Answer
Date: 10/14/2022
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:Unfortunately, we have made several additional attempts to contact Verizon and are still unable to get anyone to help us ge the discount. Today a representative walked us through the steps AGAIN and the site said 'contact Verizon', the rep apologized and said try again later; the is not able to assist us.
Please do not close out this complaint as we have not been able to resolve this issue to date.
Respectfully,
******** ******In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******** ******
Initial Complaint
Date:09/23/2022
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 moved back in May to a new house and transferred my Fios account to the new address. Verizon forced me into a mix and match Fios plan when I moved. However, once the account was transferred my level 3 Mobile + Home discount on my Fios bill was removed. I have called and chatted with reps on multiple occasions to resolve the issue with no resolution.Business Response
Date: 10/06/2022
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 M+H rewards being removed after he transferred services.
Please be advised, on 9/28/2022 the M+H rewards were added back to *********** ********'s Fios account. On 10/6/2022, we provided a one-time credit for the 5-months from June-October billing.
Our recommendation regarding the wireless promotions is to contact our wireless department since the M+H rewards have been added back to the Fios account. We can review the account and go over any offers or promotions for the wireless account.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive RelationsCustomer Answer
Date: 10/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:***** and I spoke on the phone and her goal was to get the rewards back added to the FiOS side first. Then we would reach out ******s colleague from the wireless department to add the promotion that was appearing in my FIos account. To have me reach out to the wireless department was never in the conversation. My main result was adding the promotion to my wireless account.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********** ********
Business Response
Date: 10/11/2022
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 wireless promotion with M=H being added back to account.
Upon further review, we've determined the customer's concern should be addressed by our Verizon Wireless team. Per BBB guidelines, please forward ***** *********** *********s complaint to the appropriate Verizon Team.
We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
Sincerely,
Verizon Executive Relations
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