Complaints

This profile includes complaints for Verizon Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Verizon Communications

  140 West Street New York, NY 10007-2141

  
• 

  Verizon Communications

  333 Rainbow Blvd North Niagara Falls, NY 14303

• 

  Verizon Communications

  6360 Thompson Rd. Syracuse, NY 13206

• 

  Verizon Communications

  PO Box 15124 Albany, NY 12212

• 

  Verizon Communications

  PO Box 388 Troy, NY 12181

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:09/06/2024

  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.

  A Verizon *** called me on my cell phone to discuss my account. She then told me they were updating plans. Nothing would be changed. And she made the changes without getting my confirmation. She didn't even ask for approval to access my account. She took away grandfathered features. Now i can't reverse the changes. She did this on August 20th.

  

  Business Response

  Date: 10/02/2024

  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 features when his plan was updated.
  
  
  
  Please be advised,  the customer's dvr settings was switched back to the premium dvr plan which included the customer's mutli-room dvr. We spoke with the customer who confirmed his other dvr box is now working correctly. Again we apologize for any inconvenience this matter may have caused the customer.
  
  
  
  We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at **************************** or the My Verizon app. Thank you.
  
  
  
  
  
  Sincerely,
  
  
  **** **
  
  
  Verizon Executive Relations Team

  Customer Answer

  Date: 10/03/2024

  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.

  They were amazing, and made everything right for me. 
  
  Sincerely,
  
  **** ******
  
  
  
   
  

  
  

• Initial Complaint

  Date:09/06/2024

  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 ordered Verizon Fios on Aug 22nd. When the router arrived, I noticed that there was no ONT finer terminal anywhere I could find in my apartment. I called Verizon and they scheduled a technician to visit. I had to take time from work for the appointment. The technician discovered that there was no fiber cable ran to the apartment, and that another person would need to come out to install it. The tech said I would get a call over the weekend. Amost a week went by without contact. I called Verizon and explained the situation. A second texh came out in Sept. 6th, and also saw that there was no fiber. He told me a contractor would need to come out to run the fiber. I told him we already knew this. I called Verizon to explain the situation, and spent 3 hours on the phone with a representative. They claimed that my order was now canceled, that I could not receive the same deal as Aug. 22 that included *** network, and that another credit check needs to run for another technician to come out. I requested help from a supervisor who put me on hold, then hung up the line. I can no longer access my account online to retrieve information about the order.

  

  Business Response

  Date: 09/18/2024

  We spoke with the customer, and addressed all heir concerns. They were satisfied with the resolution to this case.

  Customer Answer

  Date: 09/19/2024

  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:09/05/2024

  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.

  Well, I called Verizon multiple times and even messaged and got no result. My phone was disconnected and when I tried to get help, no one helped.

  

  Business Response

  Date: 09/06/2024

  Dear BBB,
  
  Thank you for contacting Verizons Office of Executive Relations regarding ****** ************;complaint.  In her complaint, received on 09/06/2024, *********************** expressed concern about their cell phone service being disconnected. 
  
  Upon further review, weve determined the customers concern should be addressed by our Verizon Wireless team.  Per BBB guidelines, please forward ****** ******* 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 Team

• Initial Complaint

  Date:09/04/2024

  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 am being billed from Verizon for a phone I paid for on 6/26/24

  

  Business Response

  Date: 09/05/2024

  Dear BBB,
  
  Thank you for contacting Verizons Office of Executive Relations regarding *************;*****************;complaint.  In her complaint, received on 09/05/2024, ************************************* expressed concern about being billed from Verizon for a phone they paid for on 6/26/24.
  
  Upon further review, weve determined the customers concern should be addressed by our Verizon Wireless team.  Per BBB guidelines, please forward *************;************ 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 Team

• Initial Complaint

  Date:09/04/2024

  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 purchased 3 different orders for verizon gift cards on the verizon website. The gift cards came inactive. The orders were **************************

  

  Business Response

  Date: 09/19/2024

  We spoke with the customer.  We were able to address their concerns. The customer was satisfied with the education received regarding the issue.

  Sr. Analyst - Verizon 

  Customer Answer

  Date: 09/19/2024

  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:09/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called in to Verizon fios a month ago and first a representative was scheduled to call me back and never did . Then a manager was in a "team meeting" and was supposed to call back and never did. Now my bill is high all because I never received assistance!I tried to apply for Verizon forward plenty of times over the phone and the **** couldn't help at all. I called tosay and waited over an hour to be hung up on. This is ridiculous and extremely unprofessional. Verizon employees do this all the time! I am requesting a credit on my bill from the time my broadband service ******** phone number is ************ my name is Asia ******

  

  Business Response

  Date: 09/17/2024

  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 needing assistance with applying for the Verizon Forward discount.

  Please be advised, that we spoke with the customer on 09/06/2024 and walked her through the website to submit her application. We spoke with the customer on 09/10/2024 and advised her that the application was approved and the discount could take 1-2 bill cycles to reflect in billing. The customer wanted to know if discount would be present on upcoming billing statement. We advised her that her bill had not available for us to view yet and would follow up once we could view the bill.

  We reached out to the customer by phone on 09/12/2024 and left a message informing the customer that the discount was on the newest bill that generated on 09/09/2024. 

  We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at **************************** or the My Verizon app. Thank you.
  
  
  Sincerely,
  
  ******** *.
  
  Verizon Executive Relations Team

• Initial Complaint

  Date:09/02/2024

  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.

  For several weeks now, I have been attempting to get on the Verizon Forward discount program for low-income, which I am eligible due to ********* My original application was rejected because I hadn't been approved for ACP within the previous 180 days, but I am still eligible due to ********* I called and the ***resentative told me she could not change the application, but suggested I sign up for the Lifeline program as that has similar eligibility and would automatically enroll me in Verizon Forward. I did so within minutes, and received the approval number directly from the Lifeline program. I called back and spoke with a *** that sumitted for my discount and submitted an order on my account to apply the discounts. Days later, late at night, on a holiday weekend, I got an email stating that I'd been rejected for Verizon Forward. There's no explanation why, nor any way to resubmit. Of course, I couldn't contact a live person on the holiday weekend, so now this is going to add at least another week of a bill without the discount on this already too-high bill. And truth be told, I'm sick of sitting on the phone with Verizon several times a year with calls that range from 30-4 hours! I did request help on the Verizon forum, which was never responded to. It's highly upsetting that Verizon would link with programs claiming to help those of us that need it, but do everything they can to make it difficult to utilize it. I am requesting immediate resolution to this issue, as there hasn't been any mention of whether or not my Lifeline discount will still go into effect, and why I am being rejected for the Verizon Forward program that I am clearly eligible for and I should be automatically eligible once Lifeline approved me.

  

  Business Response

  Date: 09/18/2024

  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 her Verizon Forward discount on her account. 
  Please be advised, on 9/18/24, we spoke to *** *** and confirmed that she has the Verizon Forward discount and it will not be removed from her account. All discount amounts were confirmed with her. She gave authorization to close out her BBB concern. 
  We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at www.verizon.com or the My Verizon app. Thank you.
  
  Sincerely,
  
  ******************
  
  Verizon Executive Relations Team

  Customer Answer

  Date: 09/18/2024

  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:09/02/2024

  Type:Delivery 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 placed an order on August 18th for a internet package which I have documented in an emai and it included certain discounts and promotions.I was then shortly contacted by Verizon about my order, they said there was an issue on their end, I was told they would cancel the order I placed and they would place a new one and it would be the exact same order I placed, I was on a chat with an agent that kept making changes and would assure me it would be the same thing I originally ordered.The install took place last week, I called Verizon to tell them my account did not reflect the order I had placed and since then after speaking with several agents they have not resolved this, I was supposed to get a call Monday august 26th for them to resolve but never received a call.I have now tried again to call them, spoke to one agent who was not able to do anything, she transferred me but it was nothing but hold music for about an hour.I simply want what I ordered yet they are failing to provide that and charging me for something different.I have emails supporting the original order that was placed and also have the saved chat with their agents assuring me that it would be the exact same order I would be getting after they cancelled my original order. I have attached documents.I can provide call logs as well.

  

  Business Response

  Date: 09/26/2024

  Dear BBB 

  Customer was advised that ******* TV for free was not included in the promotion with *** Sunday Ticket and this would be our final resolution. Customer stated that this is not the end and he wants the promotion for FREE and I advised that this is not a free option with the NFL Sunday ticket. He can purchase the add on ********** option and at this time.

  Thank you 

  Verizon ERT 

  Customer Answer

  Date: 09/26/2024

  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:

  Verizon claims they do not offer the promotion about. Verizon did in fact offered the promotion in question, which is why I chose it and it is confirmed in the order yet they continue to ignore it.  I have submitted the documentation in my original complaint and have also submitted it to Verizon.

  Simply put, Verizon advertised a promotion on their web site, I chose that promotion which is why I decided to order service from them and now they are saying they dont offer it even though it is clearly documented.

  Verizon should honor what they advertised and what I ordered, it was clearly advertised on their website otherwise I would not have been able to choose the promotion. 

  If Verizon doesnt honor this then it means they made a false/misleading statement with their promotion of free ********** on us. The deception is material and influenced my purchasing decision otherwise I would not have chose it. 

   

   

   

   

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

  
  Sincerely,
  
  ******** *******
  
  
  
  
   
  

  

  Business Response

  Date: 09/27/2024

  Dear BBB

  Customer was advised that ******* TV for free was not included in the promotion with *** Sunday Ticket and this would be our final resolution. Customer stated that this is not the end and he wants the promotion for FREE and I advised that this is not a free option with the *** Sunday ticket. He can purchase the add on ********** option and at this time.

  Thank you 

  Verizon ERT 

  Customer Answer

  Date: 09/27/2024

  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:

   

  Verizon claims they do not offer the promotion about. Verizon did in fact offered the promotion in question, which is why I chose it and it is confirmed in the order yet they continue to ignore it.  I have submitted the documentation in my original complaint and have also submitted it to Verizon.
  Simply put, Verizon advertised a promotion on their web site, I chose that promotion which is why I decided to order service from them and now they are saying they dont offer it even though it is clearly documented.
  Verizon should honor what they advertised and what I ordered, it was clearly advertised on their website otherwise I would not have been able to choose the promotion. 
  If Verizon doesnt honor this then it means they made a false/misleading statement with their promotion of free ********** on us. The deception is material and influenced my purchasing decision otherwise I would not have chose it. 
  

  Verizon is reiterating their response without any action and being lazy in regards to this very serious complaint.

  i have once again attached documentation of the original order showing the promotion was in fact included yet Verizon continues to honor what they advertised and offered 

   

   

   

   

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

  
  Sincerely,
  
  ******** *******
  
  
  
  
   
  

• Initial Complaint

  Date:08/30/2024

  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 been trying for over 5 months to turn in my Verizon internet business equipment. When calling their technical staff they said they could not recognize my business phone, or business email and account number ************. They could not provide my with a close-out to the business account. I visited there office in ******** today, Verizon Office ****************************************** to asked for procedures to turn-in equipment. It's frustrating, because if they cannot recognize me with my business info provided to them to set up the account, then they are refusing to allow me to disconnect my service account with them. So right now I am paying for two business internet accounts. There has to be be a better process. I am a senior dealing with cancer and I can't afford to pay for two business internet service for over 5 months now.

  

  Business Response

  Date: 08/25/2024

  **** *** ** ********************* ****** *** ****
  
  
  
  
  ****** ******** ****** ** **********
  **************************************** *** ******** ** ***** ***
  **************************
  
  
  
  ***  ************ ****** *****
         ********* ******* ********
  
  
  
  Dear *** **** ***
  
  Thank you for contacting Verizons Office of Executive Relations regarding ****** ******* complaint.  In his complaint, received on 08/25/2024, *** ***** states he has been attempting to return internet equipment and close a business account for several months. *** ***** would like the account closed and a refund. 
  
  Upon further review, weve determined the customers concern should be addressed by our Verizon Wireline team. Per Better Business Bureau 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: 09/16/2024

  Thank you for referring the complaint of ****** ***** to our office for review. We appreciate this matter being brought to our attention.  In his complaint, *** ***** expressed concern not being able to cancel and disconnect his ********************* associated with account ***************.

  
  Per our investigation, we emailed *** ***** on September 03, 2024 to obtain his written permission to disconnect his ********************* and close his account.  *** ***** responded on September 04, 2024 that he did want his ********************* disconnected and to close his account.  We reached out to our Business Office to have the ********************* disconnected and his account closed.  Our Business Office placed the disconnect order MD12065746865 on September 06, 2024 with a due date of the same day.  The account is now closed and the service disconnected and *** ***** will receive his final bill statement in October 2024. 

  
  We also reviewed the call records associated with his account and we did not see any calls from *** ***** requesting disconnection of his service and closure of his account prior to this complaint.  We also explained to *** ***** that his ********************* was on an auto-renewal agreement with a renewal date of November 02, 2025.  He would be charged an early termination fee on his final bill statement.  *** ***** understood the fee but he still chose to proceed with the disconnection of the service.  Our Business Office said there was no requirement to return the equipment.

  
  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:08/29/2024

  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 had Verizon service starting in January of 2024 in ***********. With starting new services there were a lot of great promotions and one was a XBOX Series X. I more recently moved to ** in June and back in May when I found out I was moving I called verizon and let them know I will no longer need service starting June 4th. The *** on that call ***ised that I should keep my services a least unit June 30th or else I will be charged an early termination fee etc.. I ended the call, got a payment arrangement started so my services can at least stay on until July so I can return the router and pay my final bills with Verizon. Somehow my services got suspended even with my arrangement- I got a crazy expensive bill for $857.98. I called Verizon back in June and needed to understand why my bill was so high- I then spoke to a supervisor and explained to her this whole scenario and she *** she is putting a stop on my bill (or another term use) but pretty much giving them time to investigate what happened and why I am being charged the ****** for the **** Series X when I should not be. She assured someone would reach out to be in 10 days and it has been almost 2 months at this point. I do not want this charge to affect my credit because I do not owe Verizon ******.I need a resolution immediately. These promotions are scams and their customer service ***s continue to pass the ball to one another and there is never a solution or call back!

  

  Business Response

  Date: 08/28/2024

  Thank you for contacting Verizons Office of Executive Relations regarding ***************************** complaint. In her complaint, received on 08/28/2024, ************************* expressed concerns regarding a final bill associated with a terminated Verizon Fios account. ************ claims that she has been charged for an Xbox Game Console promotion after the account was terminated. She requests that the billing dispute be resolved as she believes that the Xbox offer was billed in error.

  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.

  

  Business Response

  Date: 09/10/2024

  Dear BBB,
  

  Thank you for referring the complaint of **************************;to our office for review.  We appreciate this matter being brought to our attention.  ******** Cruz expressed concern about a chargeback for an Xbox on her final bill.
  

  Please be advised, we have advised the customer that the Xbox promotion required that she had service for 6 months, and he service was disconnected roughly 2 months too soon.  As goodwill, we have credited her back for the Xbox.
  

  We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at www.verizon.com or the My Verizon app. Thank you.
  
  Sincerely,
  Verizon Executive Relations Team

  Customer Answer

  Date: 09/10/2024

  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,
  
  *************************