Business Profile

Telecommunications

Verizon Communications

BBB Accredited Business A Rated by BBB

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

4,453 total complaints in the last 3 years.
1,334 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/29/2022
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 signed up with verizon fios and they said i would get free hulu but that never happened and it was impossible to sign up for this "free" offer. i tried right after i signed up and i tried to get help today with the fios chat and the ****** site wanted my credit card to pay for this "free" offer from verizon. why does it have to be so difficult for verizon to really provide what they offer!??! :(
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 not receiving the ******* bundle promotion.

Please be advised, that we offered to reinstate the *******promotion to ensure the customer received it or replace the promotion with a Verizon gift card for the value of the promotion. ********************* opted to receive a Verizon gift card and understood it would be delivered electronically. There were no further questions or concerns and the customer was 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: 09/02/2022
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:08/29/2022
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.
17 August 2022 a notice appeared on our Verizon network to rebout our system. It suggested something wrong with the main verizon/fios system. After that, we lost the verizon/fios service. Our WiFi remained active. We have made many attempts to restore our service and "many" attempts to get hold of Verizon/Fios customer service. We tried logging into our account but the system will not accept our login. We can open streaming menu's but not verizon.
Business Response
Date: 09/07/2022
According to our records, the customer reported the service issue to ********************** on 8/19/22. A repair technician was dispatched and appears to have resolved the issue the following day. Unfortunately, our attempts to reach the customer have been unsuccessful. We were able to leave messages with our contact information.
Initial Complaint
Date:08/29/2022
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 am disputing $476 with Verizon. I attached the Dispute form below Verizon Fios Tv, internet lied to me and has overcharged me for the months of June through August. I started my service on June 28th and Verizon has overcharged me for an amount of $376.00. This is a complete lie I was told my bill would be $90 a month since I am on a fixed income. I was also overcharged an additional $99 for service change when I haven't had any service change to verizon nor have I ever had verizon before June 29th to ever have any service change. I believe they sent out two agents in 2 days. I would like for Verizon to fully type out what has happened and a breakdown I am harmed because I would have to take from my fixed income to pay this overcharge from Verizon's mistake. I am being overcharged by Verizon and need at least 30 days to get this issue rectified on Verizon Fios end. I need a relief payment and debt relief from Verizon fios in the amount of $376 and $99 Verizon shall contact me by email at *******************

Account Number: *******************
Verizon needs to rectify this situation by extending me 30 days to receive written notice from them to my home address as well as a notice to my email address at *******************
Business Response
Date: 09/09/2022
The customer's concern was referred to the appropriate
group for handling. The customer's
concerns are cared for.
Business Response
Date: 09/09/2022
The customer's concern was referred to the appropriate
group for handling. The customer's
concerns are cared for.
Initial Complaint
Date:08/28/2022
Type:Customer Service 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 *********'s daughter and POA. I manage her financing, including Verizon bills. She has been receiving a paper bill from Verizon for $478.43 for almost a year already. The bill is for a phone number that she never had. I tried numerous times to call the number, and it is not in service. I have called Verizon repeatedly to try and resolve this and no one is able to. I have been sent threatening emails from Verizon stating that I have to pay the bill. All bills go to my address, but Verizon is now mailing my elderly mother with dementia an invoice at her Assisted Living facility. (We transferred her old landline to the new address back in November 2021. This is probably how they have her address). My mother is anxious that we have a such a large bill to pay. Now, they sent the bill into collection with ********* ******* * ****** ###-###-####. My mother is frightened that they are coming after her now. I sent them a reply that I am deputing the bill. My mother's account is:*******************. The account they are charging us for is: *************###. Ineed for these harassments to stop. My name is ****** ***********. My email is the one I listed above. My cell is: ###-###-####. I hope there is a way for you to resolve this for us. Thank you.
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 a recent statement that was sent to the location.

Please be advised, that we have made multiple attempts to reach the customer with no success. We have been able to investigate the disputed balance, and have found that the statement balance is correct at this time as well.

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

Sincerely,

Verizon Executive Relations
Customer Answer
Date: 09/12/2022
Better Business Bureau:

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

I am writing on behalf of my mother, ********* ****, to dispute the response you received from Verizon, ID #******* .

I called your office and did not receive a call back. With the weekend approaching, I want to make sure that I don't run out of time to respond. I would like to ask for an extension until we can resolve this issue.

Verizon's response did not prove that the money they are billing my mother is in fact her phone number. They did not produce anything to back up their claims except to say she owes them money. This is a scam and I refuse to be harrassed any longer by them, and they should not be contacting my mother!

Please have someone return my call so that we can discuss this.

Thank you,

****** ***********

************

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

Sincerely,

********* ****

Business Response
Date: 09/15/2022
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 recent statement regarding a balance due that the customer refutes.

Please be advised, that we have investigated this concern and have been able to correct the found billing error and adjust the account to reflect this error.

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

Sincerely,

Verizon Executive Relations
Customer Answer
Date: 09/16/2022
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:08/26/2022
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.
Verizon wireless has been sending offers for weeks to save $5 per line on their Mobile + Home discount. It is on their website as well. We have spent hours with customer service, online and by phone, and no one can provide this discount. They say it can only be provided through the app, which is not working. This is deceptive advertising and nonsense that a communications company can not provide the discount they are advertising.
Business Response
Date: 08/30/2022
Please be advised we spoke to the customer and assisted with getting the requested discount added to their account. Customer is satisfied with our resolution, and has
no further concerns. We trust this provides your office with the
information required in this matter.
Customer Answer
Date: 08/30/2022
The complaint has been resolved upon speaking to a member of the a Verizon executive office.
Initial Complaint
Date:08/26/2022
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 Have had there home service for over 4 yrs ...Over the coarse of that time I have had multiple interruption in services and more than extremely poor customer ******************** exp .I have wasted Hours and literally weeks of my time waiting for them to resolve technical issues ... As follows .. unable to fax from my land line to anywhere in ********** .The worst part is my Fax worked perfectly until I upgraded to a home line being added ...When calling to complain or get tech support I can't understand anyone because there English is extremely poor to say the least .They transfer me to departments that are completely irrelevant to the problem . They have even gone as far as to say it is on my end they have not received payment the line has been disconnected so on and so forth . When I have confirmation of bills being paid and plans that were added to resolve the problem ....The worst thing the worst on top of all these issues .... When I asked for a direct line to a supervisor I was refused the number and also only received a first Name ... This is unacceptable... I wait on. The phone for an hour to be connected . After connection usually another hour to tell me problem is fixed I wait the 3 days to try and fax again ... Same issue no resolve .... I am extremely unhappy with customer ******************** an technical support !!!!
Business Response
Date: 08/25/2022
****** *** ****

Dear BBB,

Thank you for contacting Verizon's ****** of ********* Relations regarding******* **************************** his complaint, received on 08/25/2022,he expressed "I Have had there home service for over 4 yrs ... Over the coarse of that time I have had multiple interruption in services and more than extremely poor customer ******************** exp . I have wasted Hours and literally weeks of my time waiting for them to resolve technical issues ... As follows .. unable to fax from my land line to anywhere in ********** . The worst part is my Fax worked perfectly until I upgraded to a home line being added ... When calling to complain or get tech support I can't understand anyone because there English is extremely poor to say the least . They transfer me to departments that are completely irrelevant to the problem . They have even gone as far as to say it is on my end they have not received payment the line has been disconnected so on and so forth . When I have confirmation of bills being paid and plans that were added to resolve the problem .... The worst thing the worst on top of all these issues .... When I asked for a direct line to a supervisor I was refused the number and also only received a first Name ... This is unacceptable... I wait on. The phone for an hour to be connected . After connection usually another hour to tell me problem is fixed I wait the 3 days to try and fax again ... Same issue no resolve .... I am extremely unhappy with customer ******************** an technical support !!!!"

Upon further review, we've determined the customer's concern should be addressed by our Verizon Wireline team. Per BBBguidelines, 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: 09/09/2022
Dear BBB,
Thank you for referring the complaint of ***************************;to our office for review. We appreciate this matter being brought to our attention. ***************************;expressed concern about unable to make a fax.
Please be advised, we spoke with the customer, and addressed their concerns. We continue to work with the customer to find a long distance plan that will allow for the sending of faxes.
We trust that this information will assist you in the closing of this complaint.
Initial Complaint
Date:08/25/2022
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'd enrolled in autopay about a month ago and they took money out of my account I didn't have so I called them, told them to put my money back and de-enroll me from autopay. I called them yesterday to make a payment arrangement to which they agreed but because the autopay was still set up, they again withdrew money I didn't have. I called them again to have the payment reversed and to again de-enroll and they said they can't reverse payment for 10 business days. This is unacceptable and criminal. How many others do they do this to? The Verizon company is a criminal company disguised as a proper provider of cable and internet services. Please look into how they operate because I'm sure they're raping people out of their hard earned money.
Business Response
Date: 09/02/2022
Dear BBB,
Thank you for referring the complaint of ****** ******-noble to our office for review. We appreciate this matter being brought to our attention. ****** ******-noble expressed concern about a payment taken.

Please be advised, we spoke to the customer regarding her inquiry. Customer is satisfied with our resolution, and has no further concerns.
We trust that this information will assist you in the closing of this complaint.
Initial Complaint
Date:08/25/2022
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 have been trying to get a hold of someone at Verizon to repair a broken green box on my property. The wires are exposed and Im concerned an animal or child will get into them. Thanks
Business Response
Date: 08/30/2022
****** *** ****

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 damaged service terminal on the property.

Please be advised, we investigated the customer's concern.It was found that ******************** being reported does not belong to Verizon. The terminal is the property of ******** *********************** was advised of our findings and confirmed understanding.

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

Sincerely,

Verizon Executive Relations
Customer Answer
Date: 08/31/2022
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:08/22/2022
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.
*** called and written asking that my account be canceled. Im still receiving bills! Ive also canceled LONG DISTANCE SERVICE through my local telephone company. Confirmed canceled 7/25/22. *** will not cancel as requested and continue to bill me two months already. Ive tried all day again today but getting run around, hang **** another phone number to call etc. I WANT THIS ACCOUNT CANCELED AS I AM MOVING AND I WANT STATEMENT DATED 8/8/22 CREDITED/Showing nothing due and account canceled PLEASE!!!!
Business Response
Date: 08/24/2022
Dear BBB,

Thank you for contacting Verizons ****** of ********* Relations regarding ************;**************;complaint. In the complaint, received on 08/23/2022, ***************************** requested to terminate a *** Long Distance account.

Upon further review, weve determined the customers concern should be addressed by our Verizon Business team. Per BBB guidelines, please forward ************;********* complaint to the appropriate Verizon Team.

Email: *********************************************
Address: *** ***************
******* ** *****
Fax: ************

We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

Sincerely,

Verizon ********* Relations
Customer Answer
Date: 08/25/2022
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]
This action is passing the issue on, just as Id received on the telephone Please cancel my account and charges for this past month as Ive written and called to cancel the last two months Thank You

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

Sincerely,

*****************************

Customer Answer
Date: 09/01/2022
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]Ive requested verbally and in writing to cancel account for two months prior to 8/8/22 statement date and again last month when that **** came. Id also, as instructed by ***, contacted my local telephone service provider who put a long distance BLOCK on my phone on 7/25/22. This company has had more than enough time to cancel account yet theyve sent yet another months billing for service only/no long distance calls made or billed. I believe this would still continue had I not resorted to contacting the BBB. I have five phone numbers provided by MCI/Verizon and NOT ONE PERSON is capable to handle canceling an account but rather keep passing you around and disconnecting your calls. I DO NOT OWE THE CHARGES ON STATEMENT DATED 8/8/22! Though its only $14.73its gouging especially when last months bill should have been the end of our dealings! I expect this bill to be VOIDED and ANY/ALL *** BUSINESS going forward cease immediately. I just received a letter from *** trying to continue billing and listing ridiculous reasons why they canwhat a lousy way of doing a customer that always paid my bill. This letter has the reason for canceling *** incorrect. We are moving, not merely switching providers. The worst customer service by *** has assured we will NEVER be repeat customers. AGAINCANCEL 8/8/22 STATEMENT CHARGES as this is an overcharge and our business should have concluded entirely the previous month!! Im not at all satisfied continuing to pay for the incompetence of this business despite hours on the phone for the last two months to get a simple cancellation of service. And to be very clear about the block I had done on 7/25/22 by my local providerI did this after receiving a bill last month that I shouldnt have received but I paid just to be finished with this matter. I do not owe yet another month!!

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

Sincerely,

*****************************

Business Response
Date: 10/13/2022
Thank you for referring the complaint of ***************************** to our office for review. We appreciate this matter being brought to our attention. ***************************** expressed concern that she has called and written asking that her account be canceled but still receiving bills. According to our records, there is no record of an order request to cancel the account prior to the communication received 8/23/2022. The invoice in question dated 8/8/2022 is for bill cycle 7/8/22-8/7/22. Please be advised when a customer requests disconnect of service, the last invoice at the current plan rates will generate at the end of the bill cycle. The account was fully deactivated as of 8/23/22 and thus any susbsequent invoice that generates will be adjusted. 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. *** Agency Relations
Initial Complaint
Date:08/22/2022
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.
Account Number: *******************
Hello Verizon,

I have been with Verizon for a number of years and would love to continue my relationship and services with you. I had a disappointing experience with my last bill due to the restore fee i received. Im unhappy that after i made a payment a few weeks earlier that my services were disconnected. After reaching out to support i truly felt like i was dealing with a collections agency and not the company i grew to love over the years. I was explained to by the rep that i had missed a payment so the payment i had recently made covered only that past month so i understood and paid my balance in full. What i am upset about is that due to this misunderstanding i was charged $60 in fees which included the $50 restore fee after making my payment less than 30 minutes after my services were disconnected and immediately after the phone call. i would like someone to reach out to me and help me remove the restore fee on my bill due to it being a misunderstanding and my first in three years.
Business Response
Date: 08/24/2022
Thank you for referring the complaint of ******* ********** to our office for review. We appreciate this matter being brought to our attention. ******* ********** expressed concern regarding a restoral fee.

Please be advised, that we spoke with *** ********** on August 24, 2022, and issued a one-time credit adjustment for the restoral fee. *** ********** has been educated on creating payment arrangements and can make payments/arrangements online at verizon.com, the My Fios app, or by contacting customer service at *************

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

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