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.
- 1,338 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:09/20/2022
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.
Account #******************* / H&O International Inc.
On April 8, 2022, I contacted customer service to inquire about FIOS internet for my commercial office where I run my small business. In our area of New Jersey, the only options for commercial/business WIFI was either Verizon, or *******. Ultimately I chose Verizon due to the fact that ******* stated I would be required to be in a 2-year contract even though it was $30 cheaper, and I would be penalized if I canceled early within the 2-year contract period. Not wanting to be held down by a 2-year contract I mentioned this concern to the Verizon customer service representative, ****** ****, who guaranteed that I would not be locked into a contract and that I could cancel anytime if I did not like the service without penalty. So I moved forward with ordering FIOS.
A few months later, I was offered a better deal from another internet provider for much cheaper WIFI so I decided to cancel my Verizon FIOS. I called customer service and the representative, ******, unfortunately informed me that I was in fact locked into a 2-year contract, and that I apparently verbally agreed to it when in fact I did not. And if I wanted to cancel my FIOS I would owe a penalty fee of $900. I was never informed about the fact that I was obligated into a contract, or that the promotional pricing I was offered at the time was only offered as contract pricing. If that important information was relayed to me by my original customer service representative, ****** ****, then I would've opted for a different company like ******* who was offering WIFI $30 cheaper at the same 2-year contract term. When I asked customer service representative, ******, for proof from her manager of when I verbally agreed to the said 2-year contract, I was flat out denied any form of proof such as a voice recording of the phone call and was told to get a lawyer if I want to get the recording. There is a reason why you have the trash emoji all over social.
Business Response
Date: 09/22/2022
Good Morning,
After reviewing the case for ****** *** ** * * * ************** we have been able to address her concerns. *** *** submitted a complaint stating that she was entered into a 2 year agreement without her knowledge. She explained that she signed up for services with the assumption that her agreement was month to month, with no obligation to Verizon. *** *** stated that her sales representative told her that she was not in a contract, but guaranteed promotional pricing for 2 years of service. When speaking with *** ***, I advised her of her first month's billing statement which outlined her contractual agreement for services. The billing statement was dated April 8th of 2022, and it notes: "Some of your services include special pricing based on a 2-year auto-renewal Term Plan. To continue to receive these discount rates, you must maintain these services through the Term commitment period(s) noted below. If you disconnect your services before the end of your commitment period, you will be billed a Termination Fee of 35% of the base monthly charges for the remaining commitment period. Fios Internet 300M/300M - 2YR Commitment Period thru April 07, 2024. Business Digital Voice Premium Line Commitment Period thru April 07, 2024." The banner on the billing statement also notates "Please read important information regarding your Commitment Period in the message section at the end of this bill."
*** *** did acknowledge that she received this billing statement, and reviewed the terms. However, she advised that her representative stated that she was not in a contract but only receiving special pricing for the 2 years outlined. I explained that Verizon's month to month services do not guarantee promotional pricing for a specific time period, as there is no obligation. Promotional pricing is specifically for contractual agreements. Additionally, I explained that we do not have it notated or recorded that she was told she was not in contract, we only have the terms and agreements of the contracts entered. I did express that coaching would be submitted, in relation to *** ***'s account of her conversation with her sales representative. However, It was stated in the April 8th billing statement that an early termination fee is accessed if the agreement is terminated before the term commitment is completed. With the findings presented, Verizon will be sustaining the early termination fee charges for the disconnection of the Fios Internet 300M/300M. The Business Digital Voice line was previously disconnected within the 60 day trial period, after the installation of new service.Customer Answer
Date: 09/22/2022
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:[Your Answer Here]
A proper investigation into this matter has not been conducted. When I asked for proof of the initial call, I was denied and told to obtain a lawyer to get it.
It is not a normal situation in which a customer seeking a service is scammed into a contract by an employee. We, the customers, do not work at Verizon and do not understand the professional lingo you use to scam us. We call simply seeking a service and hoping that the representative relays clear and factual information not lies. The Verizon sales representative is clearly at fault for withholding important information regarding the services and its terms, and the employee failed to be truthful to customers. I brought up the issue of the addendums stating "penalty fees" and etc. to our sales representative, ****** ****, and yet he reassured me that all was right and the addendum did not hold as I was not obligated under a contract, but I was simply guaranteed a 2-year price guarantee meaning the price wouldn't increase suddenly within the 2-year time period. It is fraudulent practices that Verizon sales representatives clearly utilize to gain an upper hand against customers in order to obtain commission on a sale. You should be ashamed of yourself. And I hope that a lawsuit, or some sort of legal pursuit is filed against you regarding fraudulent practices such as this. Your BBB profile(s) and social media platforms clearly state the obvious that your services and customer service are absolute trash. I will never be using Verizon for anything ever again, and I will be posting my review of this entire situation all over my social media platforms, and anywhere the word Verizon is mentioned.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ***
Business Response
Date: 09/26/2022
Good Afternoon,
After reviewing the rebuttal submitted by *** *** of * * * ************** Verizon's stance remains unchanged. *** *** submitted a complaint stating that she was entered into a 2 year agreement without her knowledge. She explained that she signed up for services with the assumption that her agreement was month to month, with no obligation to Verizon. *** *** stated that her sales representative told her that she was not in a contract, but guaranteed promotional pricing for 2 years of service. When speaking with *** ***, I advised her of her first month's billing statement which outlined her contractual agreement for services. The billing statement was dated April 8th of 2022, and it notes: "Some of your services include special pricing based on a 2-year auto-renewal Term Plan. To continue to receive these discount rates, you must maintain these services through the Term commitment period(s) noted below. If you disconnect your services before the end of your commitment period, you will be billed a Termination Fee of 35% of the base monthly charges for the remaining commitment period. Fios Internet 300M/300M - 2YR Commitment Period thru April 07, 2024. Business Digital Voice Premium Line Commitment Period thru April 07, 2024." The banner on the billing statement also notates "Please read important information regarding your Commitment Period in the message section at the end of this bill."
*** *** did acknowledge that she received this billing statement, and reviewed the terms. However, she advised that her representative stated that she was not in a contract but only receiving special pricing for the 2 years outlined. I explained that Verizon's month to month services do not guarantee promotional pricing for a specific time period, as there is no obligation. Promotional pricing is specifically for contractual agreements. Additionally, I explained that we do not have it notated or recorded that she was told she was not in contract, we only have the terms and agreements of the contracts entered. I did express that coaching would be submitted, in relation to *** ***'s account of her conversation with her sales representative. However, It was stated in the April 8th billing statement that an early termination fee is accessed if the agreement is terminated before the term commitment is completed. With the findings presented, Verizon will be sustaining the early termination fee charges for the disconnection of the Fios Internet 300M/300M. The Business Digital Voice line was previously disconnected within the 60 day trial period, after the installation of new service.
Thank you,
********* ******Customer Answer
Date: 09/27/2022
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:[Your Answer Here]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ***
Initial Complaint
Date:09/20/2022
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.
In around Feb/Mar 2019, I received a letter stating that my Internet speed would increase to 75/75 Mbps due to an inconvenience/change removing Cinemax and replacing it with STARS. At the time I was paying for HBO and STARZ. When this occurred, I lost Cinemax and ****** called Verizon to get this corrected and mentioned about the letter for the 75/75. I finally got the channels corrected but, was charged for the upgrade to 75/75. I had to call back and have that removed, and again mentioned the letter. They said, that was probably being handled by another group, and when that group put the order through, I'd get it. I've called a few times after that and couldn't find anyone who knew whom to call. A fellow worker who had the same issue, asked me recently did I ever get someone to help. I told him No, and he told me he filed a complaint with the BBB, and finally got it resolved. When I called the person, he worked with, she informed me I'd have to do the same.Business Response
Date: 09/30/2022
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 missing promotion.
Please be advised, on September 30, 2022 the promotion for the 75/75 internet was added. We spoke with ************ and he 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: 10/01/2022
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:09/20/2022
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.
I have an account with verizon and was eligible for a $50 gift card. When I call to redeem the reward is was first told I would receive an email within 3-5 business days with the gift card. When I did not receive it I called verizon back and they said im not eligible. That's false advertising. I want what I am owed.Customer Answer
Date: 09/22/2022
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:09/20/2022
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.
Hi -- I subscribed to Verizon FiOS in June 2022. When I subscribed, a "home security bundle discount" for $110 was added to my order even though I asked for it to be removed and was told several times by the salesperson as well as the customer support at ******************** that this would be removed since I was not ordering the home security bundle. Now we are in September 2022. I have been calling once a month to follow up with this and every single time I am being told that I am going to be refunded, yet here I am with 0 updates from Verizon and the charge still present on my bill. I want to request a refund for the full amount, taxes, and I believe that after hours on the phone with Verizon we should be entitled to additional form of compensation (additional discount on my next bill would be appreciated).Business Response
Date: 09/23/2022
We have cared for their concerns. However, our attempts to reach the customer have been unsuccessful. We have advised the customer of the resolution, and provided our contact information if they still have any questions and a credit was issue due to error.Customer Answer
Date: 09/23/2022
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:09/16/2022
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.
I terminated my account on July 14, 2022. Returned equipment the next day. Verizon withdrew $154.67 from my checking account after I terminated my services. They charged me for the full month instead of prorating the charges. Now there is a balance they owe me sitting on the account since July and they have not returned the money to my checking account as promised. They owe me $87.37, and every time I contact them they promise they will refund my bank account, but they never do.
I expect my checking account to be refunded immediately. They took money out that didn't belong to them and I have waited patiently for 2 months to get refunded.Business Response
Date: 10/04/2022
Tell us why here...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 the process of receiving their refund.
Please be advised, there was a glitch in our system now allowing the final bill to process. However, we have now fully
processed the refund with a request for expedite to the customer.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive RelationsCustomer Answer
Date: 10/05/2022
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 received an email yesterday from Verizon's executive department (after almost 3 weeks of filing this complaint), to let me know about the glitch and to inform me that although "expedited" my refund "SHOULD ARRIVE OVER THE NEXT FEW WEEKS". I need a more definitive answer than "should" and "few weeks". I have been told the same thing before by their customer service with the false promise that the refund is coming, and yet here we are. This is unacceptable and this complaint will not be resolved unitl I receive back the money Verizon took out of my account for services I was no longer receiving from them. (Please see attach screenshots from my communication with Verizon). After weeks of going back and forth with Verizon, I should not have to keep on waiting. The money was taken out electronically from my checking account and should get refunded immediately the same way. If this does not get resolve by this week, I will contact the Attorney' General's office.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ******
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 having issues receiving their refund.
Please be advised, we have monitored and assured the customer has now received their refund. Customer has contacted us to alert us this issue has been resolved.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive RelationsCustomer Answer
Date: 10/06/2022
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.
Sincerely,
***** ******
Initial Complaint
Date:09/14/2022
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.
Acct# ********
Disconnected in portal 2-11-22
Continued auto-billing thru May (see attached invoice payment log)
Disconnect recognized by Vzn rep on June 2 in portal, and a small credit issued
Balance should be zero
Confusion is abound. We need the amount billed since disco to be refunded and all further charges.Business Response
Date: 09/28/2022
Thank you for referring the complaint of *** ******** ******* from Supply Logic to our office for review. We
appreciate this matter being brought to our attention. *** ******* expressed concerns regarding an account
that was supposed to be disconnected after their request on February 11, 2022,
but kept billing until it was finally disconnected on June 2, 2022. *** ******* was requesting a refund for the charges from the months that the service
was still active.
We contacted *** ******* on September 15, 2022
and discussed the issues. A review of
the account reflected that *** ******* placed a disconnect order on February 11,
2022, but instead of requesting the cancellation for the account ********, *** ******* requested another account to be canceled that was already canceled the
prior year. After the request on
February 11th, our Business Office representative contacted *** ******* via email on February 14th to advise that the request was a
duplicate request and that no action would be taken. Our records indicate that *** ******* did not
reply until May 9th to provide a clarification that the account
continued to bill and that the account should have been ********. Based on that email on May 9th, Verizon
disconnected the account with an effective date of June 9, 2022. The disconnection of June 9th, is
within the 30 days notices policy. Therefore,
there is no refund that will be provided. This information was detailed to *** ******* on a conference call on September
27, 2022 with the billing office.
During the call on September 27, 2022, there
was an additional issue that was discussed. The issue relates to the balance that is reflecting on the account as
past due. This matter is still being
reviewed by our internal teams and we continue to keep this case upon until a
final resolution is reached. *** ******* has been advised of this open case and has our contact information should
she need to get in contact with us. The
issue with the disconnection date and refund request has been cared for and we
will ensure that we update *** ******* on the remaining issue.
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,
** ******
Executive RelationsInitial Complaint
Date:09/13/2022
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 had NOTHING but trouble from Verizon ever since I switched from ATT. BIG MISTAKE. I switched to Verizon for their "better service" and home internet that claims to be better than my current wifi. I switched everything over and from the time I left their store, my phone never worked. I had to go back to the store TWO times just to get them to "fix" my new phone. I didn't have service or 5g in the biggest part of town. The home internet was half the speeds I was currently getting with my previous crappy internet. Every time I called to Verizon to ask for help, wait times were ridiculous. Can't ever get someone that speaks CLEAR ENGLISH, and every single person I talked to tells you something different. All lies. I canceled service since it was not working at my residence. Had to go back to att to even use my phone from home. Was told that id have to return the phone, watch and home internet back to the store. I tried that. The store reps were RUDE, said he didn't know how to do the return for the home internet, to come back another day when the manager was there. how about no? I went BACK home to call Verizon back, waited forever, for them to tell me they'd email me shipping labels to print them off to mail all devices back in. That never happened. they never mailed them. I went back to the store for them to tell me they cant print them off for me or they cant accept the returns. No one could help me. So here I am with devices that do me no good and no one knows what they're doing. The manager at the store told me she couldn't return the devices. I had to call Verizon TEN TIMES to get someone to mail me return labels. I mailed the devices back, watched the tracking and once they received the devices, I called yet again to ask for my money back for the taxes I paid in store the day I got the devices. over $200. That person said he'd process my refund and guess what? NO REFUND. THIS PLACE SHOULD BE SHUT DOWN FOR FRAUD AND THEFT. Im getting a lawyer and suing Ver.Business Response
Date: 09/14/2022
Thank you for referring the complaint of ********* **** to our office for review. We appreciate this matter being brought to our attention. ********* **** expressed concern regarding her Verizon Wireless account.
Please be advised, that ********* **** is not a Verizon Fios customer. Please serve the complaint on Verizon Wireless.
We trust that this information will assist you in the closing of this complaint.Customer Answer
Date: 09/14/2022
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:[Your Answer Here]
I never said that I was a Verizon “Fios” customer? I filed the complaint against Verizon Communications. You need to do your part and issue my refund.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
********* ****
Business Response
Date: 09/15/2022
Verizon provided a response to this matter on September 14, 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, our final position in this matter. Please serve this complaint on Verizon Wireless as the customer is not a Verizon Fios customer.
We trust that this information will assist you in the closing of this complaint.Initial Complaint
Date:09/13/2022
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.
BAIT AND SWITCH
Contract with Verizon expiring ($111.99 Triple Play per month before taxes and fees). Ordered services for $15 more (order attached) showing price for next 36 months. On-line account instantly showed a price $40 greater than what was ordered ("pricing after order", also attached). Spent over 3 hours chatting with Verizon (have chat if you would like to see it) and they were unwilling to honor order pricing without enrolling in autopay (which my order did not include).Business Response
Date: 09/23/2022
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 plan change.
Please be advised, on September 23rd we spoke with ****** there were no changes made to current plan. We issued an recurring adjustment to Brandi's account.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive Relations
Customer Answer
Date: 09/23/2022
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 becauseAlthough they make it sound as if the complaint was resolved, the truth of the matter is they WOULD NOT honor the price of the plan I purchased. They stood by their bait and switch tactic, allowing me to purchase a plan for one price, then automatically making it $40 more.
They did not change my plan as I will be switching providers next month, so I did not renew any contract. My current plan will expire and I will have one more month with Verizon before I switch to another provider.
Unless they opt to honor the price I had purchased ($114.99 with $12.00 equipment charge to total $126.99 before taxes), I am considering this case closed, with Verizon not honoring the price of what was purchased and standing by their bait and switch tactics.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ****
Business Response
Date: 09/26/2022
Please be advised, on September 23, 2022 we quoted ****** **** the pricing for monthly rates. She accepted the adjustment on her billing for one year. ****** **** is aware that if she would like to change plan or cancel service she can contact our front line team at ***************Customer Answer
Date: 09/26/2022
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 accepted the offer that afforded me the best option to cancel after one month as I will not be staying with them. They did offer a price point for one year close to what my order was, but only for one year and I have no intention of staying with them. My option was to totally end service the beginning of October or accept a month to month pricing plan that allows me to cancel next month without any fees (or so they say, guess time will tell on that one).
No further contact from Verizon to me is necessary as it has already been discussed to exhaustion. I just want to make it clear that I have NOT accepted anything but a one month no fee to cancel extension of my current plan (at a higher price than what my 2 year contract was) as the best option until I can switch companies next month.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ****
Initial Complaint
Date:09/10/2022
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 verizon account number is ************ **** 10
I pay over $250 per month for entertainment packages that include HBO and HBO on demand for free. Verizon will not permit me to view Sorpranos Season 3 Episode 1 on demand for free and is soliciting me to purchase the episode for $1.99 plus tax, even though I am able to watch the other episodes on demand for free.
This has been toubleshot before and a Verizon agent identified it as a Verizon error.
Either fix this or credit my account $1.99 plus taxes and fees to watch this episode.Business Response
Date: 09/12/2022
Thank you for referring the complaint of *** ***** to our office for review. We appreciate this matter being brought to our attention. *** ***** expressed concern about the inability to view subscribed programming.
In order to address the concern, we confirmed the customer is subscribed to the correct service to watch the program in question. We offered a 12 month billing promotion to the customer. Feedback was provided regarding the customer's experience.
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.Customer Answer
Date: 09/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*** *****
Initial Complaint
Date:09/10/2022
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.
After explaining to the representative That I follow the instructions that were giving on the ** to reset the cable box represented kept repeating themselves in the last week I spent eight hours or more on the phone with Verizon Wireless and now Verizon fios im both sides of the company representatives are in company in or not helpful I pay my bill on time there should be no reason for any sort of outages also Verizon Fios is charging us for channels I dont have this is not the first time Ive had issues with FiosBusiness Response
Date: 09/23/2022
******* ********* ********* ****
** ******** ****************************** ** *****
********* *** ****
*** ***********************
********* ** *****
********** **********
****** *** ********
********* ********* *** ****
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 paying for channels he is not receiving.
Please be advised that an internal review of *************************** account does not show any trouble with the channels. *********************** was going to review the line-up and his service and report any disputed channels. We have been unable to reach *********************** or get a response from our voicemails or emails since 9/12/2022. We consider this matter resolved and closed.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive Relations
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