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 Online/Fios/DSL Services for Metro Washington DC

  13100 Columbia Pike 2F, Pod B2 Silver Spring, MD 20904

• 

  Verizon Communications

  PO Box 15071 Albany, NY 12212

• 

  Verizon Communications

  65 Franklin St., 11th Floor Buffalo, NY 14202

• 

  Verizon Communications

  One M & T Plaza Room 1600 Buffalo, NY 14203

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:09/09/2022

  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 online to start Verizon service at my new apartment. I waited for the package to be delivered and according to *** it was delivered but I never received it. So either they got the wrong address or it was stolen, either way it was not received. I contacted Verizon because I am unable to access my account all of the sudden after my initial contact to initiate the support request for the missing router and MoCA adapter. After contacting Verizon multiple times and requesting a call back, waiting 24 hours and never receiving one, I called their customer service line. Instead of taking responsibility for the lost package and sending new hardware, Verizon said I will have to call *** and take it up with them and I will still be charged. Even though the item was never received or signed for, there is no proof of delivery. Because Verizon chooses to ship using the cheapest method possible, my package was lost in transit and now I am without internet and being told this is my problem. I expect Verizon to fulfil their half of the agreement and provide the hardware I purchased and never received.

  

  Business Response

  Date: 09/14/2022

  ******* ********* ********* ****
  
  ** ******** ******
  
  ** *****
  
  ******** ** *****
  
  
  
  ********* *** ****
  
  
  
  
  
  ***  ******* ********
  
  
  
  ******* ** *****
  
  **********
  
  ****** *** ********
  
  ********* ********* *** ****
  
  
  
  
  
  Dear BBB,
  
  
  
  
  
  Thank you for referring the complaint of ******* ******** to our office for review. We appreciate this matter being brought to our attention. ******* ******** expressed concern about the router needed for his new installation not being received from the shipping company.  
  
  
  
  Please be advised, we have assisted the customer in obtaining the needed equipment from one of our local stores. We have verified with the customer that the router is now installed and functioning properly.
  
  
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  
  
  
  Sincerely,
  
  
  
  Verizon Executive Relations

• Initial Complaint

  Date:09/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  verizon has a promo for its customers to get the fios gigabit connection for $64.99 i called several times and went online and that prices will not come up. Agents are not understanding or can do it. I am asking for an executive top person who can honor it and fix my account for services to be added correctly.

  

  Business Response

  Date: 09/13/2022

  Dear BBB 

  Customer was advised to review this link to sign up for the Fios plans along with your existing wireless service to see what options are available in your area, I hope that this is helpful and thank you for using Verizon. Here is the link ***************************************************. She was also explained the requirements to receive the promotional rate as well. This is our final resolution. 

  Thank you for using Verizon!

  Verizon ERT 

  Customer Answer

  Date: 09/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  the agent called me to say that I need to place the order first and they will work on fixing it in their end and it still is not fixed the prices still do not reflect what was advertised by verizon and the bill is not accurate. the internet suppose to be ***** and the cable $70 and that is not what is shown on my order see the attachment. It is not resolved if a manager can review my order number: ************* my order is not associated to my email so I have no access to see if this is fixed. I need help and verizon needs to resolve it. thank you. 
  Y
  

   

   

   

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

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

  

  Business Response

  Date: 09/16/2022

  Dear BBB 

  I have advised the customer that her scheduled installation visit is pending and we will follow up with the billing thereafter. I resent the tech visit information to her email as well.  This is our final resolution. 

  Thank you for using Verizon

  Verizon ERT

• Initial Complaint

  Date:09/05/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently disconnected services with Verizon as I was trying to lower my monthly payment and was unable to do so without switching providers. A bill was sent to me on 7/28/22 for August services and I called 7/29 to disconnect services. The representative I spoke with told me she reversed the charges ($102.71) and I returned the equipment to Verizon.I received a notice on 8/28 for past due charges for what I was told was reversed back on 7/29.I spoke with Verizon again today, 9/1 and was told the charges are not and would not be reversed. Had I known that the charges were not reversed, I would not have gone an entire month thinking that account was closed with no issues.The charges are not a large amount and when I called on 7/29, I was under the impression that it was a non-issue. I have been with Verizon for over 3 years and have made all my payments on time. I asked for an exception due to the relationship, the amount and was originally told it was reversed.

  

  Business Response

  Date: 09/06/2022

  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 her final bill.
  
  Please be advised, her account was credited for the amount she was told would be credited. She now has a **** balance.
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

• Initial Complaint

  Date:09/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled Verizon home service in July 2022 and am due a refund. When I spoke to a representative I was told that I would have to wait until October 2022 or November 2022 for a refund, I received a bill in August showing the refund amount so I dont understand why it takes so long for refund to be returned.Thank you for your help ****************************************

  

  Business Response

  Date: 09/23/2022

  We spoke to the customer regarding her inquiry. Customer confirmed she received her refund check and  is satisfied with our resolution,and has no further concerns.

• Initial Complaint

  Date:09/01/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/17/22, I contacted Verizon Customer Service and was escalated to speak with a woman named "*****". I was calling to close out and request a refund for my Verizon Fios internet account for my former apartment located at *** ****** ******* *** ** ******** ** *****. I was closing the account and requesting the refund due to my apartment building suffering flood/electrical damage in Sep-21, which left the apartment with no power for 9+ months. Because I had autopay, I had been paying Verizon $74.99/month for 9+ months, despite no internet services being provided to me in that timespan (as there was no power in the building). Only once I received communication from Verizon in mid-June that my monthly internet bill would be increasing did I realize that I had never canceled this account in the first place. When I explained this situation to *****, she told me all I needed to do was return the internet equipment, and that once this was done, she could close my account and issue me a refund for the last 3 months of services paid for (i.e. $74.99 per month x 3 months = $224.97). This amount was confirmed by ***** multiple times on the call, and that I would receive this amount once the equipment was returned. After this call, I received an email showing an expected $73.66 credit balance on my account (for the 26 days of service being removed). I returned the equipment ahead of the deadline I was given. I was never given the $225 refund I was promised. In fact, I received an email on 8/14/22, showing that I actually owed money ($14.17) on my closed account. I then received another email 10 days later threatening collections if I did not pay off this balance. On 9/1/22, I contacted Verizon customer service, and was escalated to someone named ***** ***** in New Jersey", who told me that I was never told I would be given a refund, that I would not receive any refund, and that they would not play back the recording of my previous call with ***** where this was articulated.

  

  Business Response

  Date: 09/02/2022

  Dear BBB,
  
  Thank you for referring the complaint of ****** ****** to our office for review. We appreciate this matter being brought to our attention. ****** ****** expressed concern about being issued a refund for 3 months of services that have been paid.
  
  Please be advised, that we have reviewed the call from June 17, 2022. At this time ****** ****** requested to terminate service. During the conversation with the Verizon representative, ****** was informed multiple times that Verizon is unable to apply credits to the account for the services billed. As it is the customer's responsibility to contact Verizon to terminate service when it is not being used.
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

  Customer Answer

  Date: 09/02/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  Verizon has not resolved the issue. They contacted me to tell me that they reviewed the recording of a single call (despite me having spoken to multiple people at the company on 6/17/22) and according to them, with no evidence, they assured me I was never offered any refund. They would not let me listen to the call, they would not send me a recording of the call, nor would they send me a transcript of the call unless there was a court order. They also told me I was not allowed to record their calls myself. Verizon is bullying me and withholding information to avoid paying me the refund I was promised. 

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

  

  Business Response

  Date: 09/06/2022

  Dear BBB,
  
  
  Verizon provided a response to this matter on 9/2/22 and after further review, our position still stands as previously stated.  We have conducted a full and thorough investigation into the customer's matter and found no subsequent evidence to overturn our original decision and no further action is required by Verizon. Verizon empathizes with the customer'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 Relations

  Customer Answer

  Date: 09/06/2022

  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:
  

  
  

  My previous remarks stand. 

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I agreed to a payment arrangement with Verizon to restore my Fios service. After agreeing to the arrangement to restore my service, Verizon refused to restore my service. Due to the changes with countless businesses, I am still looking for work. Which all of the companies I have applied for do remote interviews through zoom/Webex. Their decision has prevented me from applying for work, and doing the required remote interviews necessary for employment.

  

  Business Response

  Date: 09/07/2022

  We
  spoke with the customer, and addressed their concerns.  They were not satisfied with the resolution.

  According to our records, we show that your account ending in ******** is 4 billing cycles delinquent and you have not met any of the previous payment arrangements. There have been only three successful payments received since your account was opened. Additionally, our records show that your currently have an active payment arrangement set for $193.65 to be paid by 10/03/2022.
  

  
  For these previously listed reasons *** *****, if you are requesting to reconnect your service sooner an immediate payment would be required.
  
  Unfortunately, Verizon's Executive Office will not supersede nor will our office overstep our Verizon Financial Services requirements for your reconnection request.
  
  You are welcome to contact ************* **************** to process a payment.

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fiber cable was cut by BGE contractor on 8/14/22. I called Verizon and someone came out the next day and ran a temporary line. Verizon has sent a technician out 8 times since that date and we still have temporary connection. I was told that a new underground cable needed to be installed. The contractor has been out twice and buried two separate lines and in doing so cut all of the neighbors cables. We have 5 cables running the length of the driveway above ground. ******* worked and still have temporary hookup. We were told by a tech that someone would be here on 8/29 to correct the problem. No show. I called and they said the work order was for today, 8/31. No show again. My wife and I have spent hours on the phone contacting Verizon and still after 3 weeks, have no resolution.

  Customer Answer

  Date: 09/01/2022

  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:08/31/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Verizon agent selected contract renewal of plan without fraudulently without approval from me. Contacted customer service multiple times after receiving identify verification emails, did not respond, yet received email confirming changes to my account that I did not make or authorize. **************** accused me of signing agreement/approving but cannot provide any proof of my signature or any documents.

  

  Business Response

  Date: 09/22/2022

  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 the contract on the account. 
   
  Please be advised, we have spoken with the customer and have agreed to waive the Early Termination Fee if/when it is applied due to the experience the customer had. 
   
  We trust that this information will assist you in the closing of this complaint.
   
   
  Sincerely,
   
  Verizon Executive Relations

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Verizon FiOS Customer and on my latest bill, I'm overcharged by at least $150.
  
  I have two Pay Per Views back from May that all of a sudden showed up on my bill. Ones that weren't watched at all. Add to that also that with without steady internet service for almost a month but Verizon only having a record for two days of it despite me calling techs for at least a week afterwards and having phone records to back it up. A botched firmware update messed up my internet to the point that they had to give me older equipment to finally get my internet working.
  
  Also, despite having FiOS for over a year, I still have NOT gotten my $250 deposit back. They want to claim it's because I pay the bill late, but I'm on SSI, I only get paid on the first meaning that even if I am current, it's still going to be a month behind as I get billed immediately when I pay or right before I do..
  
  I want a refund for my internet charges for the month as well as corrections to those two pay per Views they added to this bill. Also, I want my deposit back IN FULL as was supposed to.

  

  Business Response

  Date: 09/07/2022

  Dear BBB,

  
  Thank you for referring the complaint of **** ***** to our office for review. We appreciate this matter being brought to our
  attention. **** ***** expressed concern about billing charges.

  
  Please be advised, that we have spoken to *** **** ***** on September 8, 2022, and provided an adjustment for two of the
  Pay Per View movie rentals he was unable to view which were purchased on May 29, 2022, and June 26, 2022. *** ***** also
  received a one-month goodwill adjustment for the intermittent data issues he experienced from June to August of this
  year. As per Verizon's payment agreement, *** ***** will need to make 6 consecutive on-time payments by the due date
  without any delinquent payments to receive the requested deposit refund. *** ***** has been advised that if he defaults in
  making his payments by the due date this will continue to extend the timeframe for him to receive the deposit refund.

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

  Sincerely,

  Verizon Executive Relations 

  Customer Answer

  Date: 09/07/2022

  Better Business Bureau:
  
  
  
  I have talked to Verizon in reference to complaint ID ********, and while not completely to my satisfaction, my immediate issues with my bill have been resolved. I want to state for the record that I still have a problem with getting my deposit back and this is the fourth tale I've been told. I have phone calls as well as records and emails going back to last year. The deposit matter will be taken to small claims court as soon as I have an attorney look it over. I'm stating it here so not only does Verizon not try to use this completed complaint against me, but also to state publicly my intention to pursue the matter in court. Therefore, I must close this complaint and refer the rest of the matter to the legal system.
  
  
  
  Sincerely,
  
  
  
  **** *****
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:08/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a Verizon Fios account. I moved after having to close my company down. I was not aware of my outstanding balances until I received a phone call from Verizon,
  
  I received a phone call from a woman who would not identify herself until I confirmed my personal information. She then told me I owed Verizon money and asked me to pay over the phone.
  
  I declined and asked her to email me more information about any money owed. I don't have the exact date because my call history does not go far enough back. It was around the first of August, and to this day I constantly receive scam calls. My identity had recently been stolen making me wary of claims I owe money and people asking for my credit card information. I waited a few weeks and received nothing. I then looked and found that I did have a balance. I immediately called the billing department on August 22nd, where I was promised that it would not be reported to the credit agency because I was willing to pay the total amount. A week later, it showed up on my credit report. I was only aware of a single contact attempt before the bill was reported to my credit agencies, lowering my score by over 100 points.
  
  I request the derogatory mark be removed from my account as the balance was paid in full, and I was promised it would not be reported as it was the first time I was made aware of the balance; the other attempts were all made through email, which was auto sorted by my email client.

  

  Business Response

  Date: 08/31/2022

  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 a balance that has been reported to credit file and is requesting removal.     
  Please be advised, the account was written off on 8/10/22, and first credit reported on 08/15/22. A payment was made in full with the OCA Receivables Performance Management (RPM) on 8/22/22. The account was updated to a paid in full collection account with a zero balance. It can take up to 60 days to reflect with the CRAs.  According to our records we have reviewed the account and no Verizon error was found that warrants a deletion. Verizon does not authorize pay for deletions or "goodwill" deletions. If you choose to make a payment then the account will update to a paid in full collection account. We may report information about your account to credit bureaus. Your payment history, such as late payments, missed payments, or other defaults on your account may be reflected in your credit report. 
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations