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

  13100 Columbia Pike Pod B-21A Silver Spring, MD 20904

• 

  Verizon Communications

  PO Box 110 Tampa, FL 33601-0110

• 

  Verizon Communications

  PO Box 33051 Saint Petersburg, FL 33733-8051

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:08/05/2022

  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 been going back an forth with Verizon for over 2 months. A tractor trailer tore out my cable lines to my house and damaged my siding in the process. They have sent 4 people out to my house to asses the damage and each time its been the wrong technician. I have spoken on the phone to DOZENS of reps and each time they can not help and promise to have someone call me. Finally, after filing a BBB report *** from cooperate reached out to me to resolve the issue and even gave me his direct line. He promised the next step is to have another tech come out to asses and get the claim for the damages. He sent the wrong tech once again and guess what. He is not answering his direct line he gave me. BTW is everyone at Verizon named *** ?
  Last night during the storm the wires came down once again and cars tore through them AGAIN!!!!!!!! How much damage to my house and what can I possibly do to actually get a resolution to this!!!!!!!!!!!!!!!!!!!!!!!! PLEASE HELP!! THIS IS UNACCEPTABLE!!
  Please pull my recorded calls and have someone in cooperate call me asap!!!!

  

  Business Response

  Date: 08/08/2022

  This report is already being handled. Complainant has filed many reports including a report to this agency for the same issue that is being looked at currently. 

  Sr. Analyst - Verizon. 

• Initial Complaint

  Date:08/05/2022

  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.

  My husband passed away in May and I started to change my name on all the accounts to myself. Verizon took away my discount and upped the charge on my home phone even though the letter they sent indicated a lower rate.

  

  Business Response

  Date: 08/19/2022

  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 previous discount applied to the prior account assigned to the location.  
  
  Please be advised, that we have investigated this request, and as per the findings of this investigation, the requested discount is no longer valid at this time. We have attempted to reach the customer regarding this concern as well, with no success in establishing contact regarding this matter. 
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

• Initial Complaint

  Date:08/05/2022

  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 is charging fees and costs that are not part of the purchased plan. I tried to pay my account in full when the account closed, but for some reason Verizon's system didn't process the payment because the account was closed. Now they want $617.65 instead of the $384 I paid when closing the account. It was nearly impossible to speak with the customer service representative. She hardly spoke any English, kept getting my address wrong, and made me do a one time password on my phone 3 times. I cannot resolve this matter with them.I will not be using Verizon ever again. I just want to be charged fairly and not have to deal with wasting so much time on the phone speaking to people who are unqualified to do their job.

  

  Business Response

  Date: 08/04/2022

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

  Dear *** ***************************** you for contacting Verizon Wireless (VZW). This letter is in response to the above referenced complaint for
  ************************ *** *********************** has contacted the Executive ******************** via the BBB stating that he has tried to pay
  his **** but it has increased from $384.00 to $617.65. He states difficulty speaking with customer service and that the matter is
  unresolved. Please accept this letter as confirmation of VZW's response to his concerns.
  

  *** **** has included a copy of his **** which indicates an account number different from his ********************** Wireless account number.
  It also states it is for FIOS service which is part of our land line service offerings. I have replied to the BBB advising that the issue
  should be directed towards Verizon Communications.
  

  Should you have any questions regarding this correspondence, I can be reached at ************ Extension
  ******** My office hours are 8:00 AM - 5:00 PM PST, Monday - Friday. Thank you.
  

  Sincerely,
  

  ********
  Executive Relations Analyst

  

  Business Response

  Date: 08/05/2022

  We spoke with the consumer and were able to explain their billing concerns. They have no further issues at this time.

• Initial Complaint

  Date:08/04/2022

  Type:Billing 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.

  This is my second BBB complaint in two months. I thought it was resolved completely but apparently almost completely. I was able to get them to stop charging me for service that I had stopped and got the credit for the time they billed me for said service. I spoke with executives at Verizon and they assured me that I would no longer be billed for HBO and Disney. All was well until June 14 when for no reason HBO was added back. It shows up on my June 20 bill and I was charged 15 dollars.
  I wanted to resolve this myself so I contacted Verizon on June 24. They agreed to pay me a credit for the HBO service that I never wanted or needed. They confirmed that HBO had been removed in a document that they made me approve.
  But predictably my July 20 bill still includes HBO a month later!
  How many ways can I say that I DO NOT WANT HBO. I want it removed and a credit for money taken from me. I enclose the original complaint to show how unwavering I have been in not wanting HBO or Disney

  

  Business Response

  Date: 08/15/2022

  ******* ********* ********* ****
  ** ******** ******
  
  ******** ** *****
  
  ****** *** ****
  ********* ****
  ******** ** ****** ** *****
  ********** **********
  ****** *** ********
  ********* ****** *** ****
  
  
  ***  ******** *******
  ** 
  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 being billed for HBO Max service.
  
  Please be advised that we identified an order issue that caused the product to bill after its requested removal.  We corrected the error to prevent further billing.  We also issued a bill adjustment for the July invoice. 
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

  Customer Answer

  Date: 08/16/2022

  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:08/01/2022

  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.

  My internet is being throttled by Verizon when using certain websites such as YouTube or when downloading certain content. I contacted Verizon chat support and was informed I was paying for "unlimited data" thus throttling would be impossible. I have come to realize that I know I am being throttled as using my VPN service instantly fixes any issue regarding slow speeds. The only way that could and would possibly make sense is if I was specifically being throttled on these sites; as the VPN solely hides what sites I am on. Running speed tests show I am getting near a gig per second which would also make these slow speeds through sites such as YouTube impossible. It is beyond infuriating that Verizon has the audacity to throttle my speeds and charge me as if they are "unlimited". These speeds are also not consistent across everything as it seems to only be certain intensive bandwidth heavy actions that make Verizon think they are in the right to toss me in a slow lane. This is lazy and disgusting behavior and I am beyond disappointed I switched to Verizon given they practice such poor business tactics.

  

  Business Response

  Date: 08/26/2022

  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 throttling of speeds. 
  Please be advised, upon review of the account, speed tests show Verizon equipment is receiving the prescribed speeds.
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations
  
  

  Customer Answer

  Date: 08/29/2022

  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 is an extremely lackluster reply as I stated in the original complaint that I was showing I was supposedly getting the correct speeds. This response does not correlate to my specific issue as a resolution and the problem is still occuring. To reiterate in short, using a VPN fixes my speed issues on bandwidth heavy sites inferring that my speeds are being lowered on said sites. No explanation has been given or resolution regarding that issue.

  
  

   

  
  

   

  
  

   

  
  

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

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

  

  Business Response

  Date: 09/02/2022

  I am responding to the complaint from *** ****** and the difficulty he reported to you with his Verizon FiOS Internet service. *** ******  expresses concern that Verizon may be intentionally degrading the performance of Netflix, YouTube or other certain online services over his FiOS Internet service.
  
  Rest assured, Verizon has been and remains committed to the open Internet which provides consumers with competitive choices and unblocked access to lawful websites and content when, where, and how they want.  Information concerning Verizon’s commitment to our broadband Internet access customers can be found at: *******************************************************
  
  Verizon treats the Internet traffic traveling over our broadband networks equally, and we do nothing to slow down or degrade traffic coming from any Internet provider over our broadband networks.  As noted above, our policy remains to provide every Verizon FiOS customer with full access to the legal content, applications, and services of their choice, regardless of source.
  
  We understand that some customers have experienced occasional performance issues while accessing certain Internet content over their Verizon broadband connections.  While Verizon treats all Internet traffic equally on our network, many factors other than Verizon’s network management practices can affect the speed a customer experiences for a specific site, including, for example, that site’s servers and the way the traffic is routed over the Internet.
  
  

   

• Initial Complaint

  Date:08/01/2022

  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.

  Had an appointment to install fios on July 28. Started job but said he had to go been here to long. Promised he would be back Monday. No show. Called an represented said I could wait on line for a hour or have them call within an hour . I said to call me . He said he would call at 12:30 to check if someone called. Have not heard from anyone. It is 4:30 now

  

  Business Response

  Date: 08/04/2022

  Dear BBB,
   
   
  Thank you for referring the complaint of ******* ******** to our office for review. We appreciate this matter being brought to our attention. ******* ******** expressed concern about an incomplete installation performed by a technician.  
   
  Please be advised, that we spoke with ******* ******** and confirmed he subsequently completed the install. We did apply an inconvenience adjustment to the account for the experience ******* ******** had and apologized for the inconveniences this has caused.
   
  We trust that this information will assist you in the closing of this complaint.
   
   
  Sincerely,
   
  Verizon Executive Relations

  Customer Answer

  Date: 08/04/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ******* ********
  
  
  
   
   
  

• Initial Complaint

  Date:08/01/2022

  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.

  On July 27th I closed/moved into a new development. Verizon is the only provider to the area, I was told in the middle of July that Verizon had not completed running the lines to the new area of the development and should be available by the end of July. August 1 called and informed me that fiber optic lines and service wouldn't be available until September. Unfortunately, I am disabled and need the service to connect my home security and health monitoring, as well as, the internet to shop for necessities. I have asked for some type of hot spot or something to accommodate for the inconvenience.
  Please help with this matter, I have been trying to get some options but only getting a run around

  

  Business Response

  Date: 08/15/2022

  We worked with our engineering teams to expedite the availability of FiOS. 

  Customer Answer

  Date: 08/16/2022

  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. Verizon responded in a timely manner and were transparent to the remedy. As of the time of this writing Verizon has completed the running of service to the area but actual hook up is not scheduled until Aug. 22, 2022. At this time the service will be complete.
  
  
  
  Sincerely,
  
  
  
  ***** ******
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:07/29/2022

  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.

  On 7/19 I was sent tracking information for hardware that I did not order, so, I immediately called to inform customer care that there was an error and to stop the shipment. After 40 minutes on the phone with an agent, I was told that it was not an actual shipment and that I would not be receiving any boxes from Verizon as there was a "glitch" in their system. I explained that I live in New York, it’s 100 degrees outside, that I would NOT be walking half a mile to return something I did not order and I do NOT want to be charged for anything additional. They assured me there would be no shipment.
  
  The very next day (7/20), I received another cable box. I immediately called and spent over an hour on the phone with an agent. She was lovely, but in the tech department, the CSR team is only available M-F 9-5. She kindly set up a callback for the customer care team the next day when I had a break in meetings.
  On 7/21 I spoke with Eric who informed me that my ONLY choice was to have *** come pick it up with the pre-paid label, as I am unable to walk to a store lugging a box in this heat.
  
  This evening (7/29), Chris from the escalation team stated my ONLY option was to walk it to a *** or Verizon store as per the *** website, I would be charged a fee for them to pick up the box from my house. I offered to give Chris the return tracking on the box so they could use their *** account to pick it up from my house since this is the company’s mistake and I will not be reimbursed. He would not provide that courtesy.
  
  I want this box to be returned and I do not want to pay for it or for its return. It wasn't my mistake and I will not be further inconvenienced.

  

  Business Response

  Date: 08/11/2022

  Dear BBB, 

  
  
  Thank you for referring the complaint of ****** ****** to our office for review.  We appreciate this matter being brought to our attention.  ****** ****** expressed concern about being charged to return equipment, which she states she did not order.   

  
  
  Please be advised, that to bring resolution to this matter, we applied a credit in the amount of $13.86 to *** *******s account to offset the charges she incurred for the *** pick up service.  *** ****** was satsfied with the resolution.

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

  
  
  
  Sincerely,

  
  
  Verizon Executive Relations

• Initial Complaint

  Date:07/29/2022

  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.

  This business advertises a discount for nurses titled the "Those Who Serve" discount. I was told by a customer service representative that I would receive $30 off my ****. I used the website she provided and followed all steps which identified that my address was eligible for the discount and proved that I was an eligible nurse. When you get to the end of the steps, I see my **** has been raised $26. My current **** is $209. The new "discount" shows my **** is $235. There is no discount or code provided. Over the course of 4+ hours, I spoke with multiple representatives who had no way of helping me. One representative suggested I agree to the higher ************ would "try" to fix it on their end. This is false advertisement and a company as large as Verizon would surely know how to help nurses like myself if they REALLY wanted to. I am disgusted with this company and the fact that they would waste valuable time for "Those Who Serve"!

  

  Business Response

  Date: 07/28/2022

  **** *** ****
  
  
  
  ****** ******** ****** ** **********
  **** ***************************** ******** ** ***** ***
  ********* ** *****
  
  
  
  ***  ************ ***** ********
         ********* ******* ********
  
  
  Dear *** ************************** you for contacting Verizon Wireless (VZW).  This letter is in response to the above referenced complaint for ***** ********. ***** ******** has contacted Executive Relations regarding an increase to their billing when they were trying to enroll in the Nurses Discount. Please accept this letter as confirmation of VZW's response to their concerns.
  
  Upon further review, weve determined the customers concern should be addressed by our Verizon Wireline team (FIOS). Per BBB guidelines, please forward ***** ********** complaint to the appropriate Verizon Team.
  
  Should you have any questions regarding this correspondence, I can be reached at ******************************.  My office hours are 9:00 AM - 6:00 PM ET, Monday - Friday.  Thank you. 
  
  
  
  Sincerely,
  ******* 
  Executive Relations Analyst

  

  Business Response

  Date: 08/01/2022

  ****** *** ****
  
  
  ***  ***** ********
  
  **** **
  **********
  ****** *** ********
  ********* ****** *** ****
  
  
  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 and discount issues in which should be applied to their account.  
  
  Please be advised, I spoke directly with our customer and spoke about the discounts. While speaking to the customer, we found the best option to lower the **** and addressed all of the customers concerns in full. 
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

• Initial Complaint

  Date:07/29/2022

  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 was offered a promotion but I was not explained that this would lock me into a 2 year contract. Now they are charging me $600 for early termination fees

  

  Business Response

  Date: 08/16/2022

  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 over early termination fees (ETF) being quoted to his account (*************) after he canceled his service with us prior to expiration of his auto-renewal agreement.
  
  According to our records, *** ******* was originally notified of an auto-renewal agreement on his first bill statement on July 15, 2021 after switching to Business Digital Voice Premium and FIOS Internet service.  
  The notification indicated the following:
  Important Information about Additions or Renewals to Term Plans
  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.
  Business Digital Voice Premium Line Commitment Period thru Jun 18, 2023
  FIOS Internet 400M/400M 2yr. Commitment Period thru Jun 19, 2023
  
  *** ******* was properly notified of his auto-renew term agreement in writing via his first bill statement following the implementation of his new Business Digital Voice Premium and FIOS Internet service.  Verizon provides notification of product and service changes on our monthly billing statements; it's the customer's responsibility to review statements each month even if they are utilizing online payment options such as auto-pay.  We provide the following notification on the first page of the bill statement "Please read important information regarding your Commitment Period in the message section at the end of this bill".    We also provided the following terms and conditions language on order summary email notification sent to *** ******* on June 18, 2021 to his email address ([email protected]).  
  
  Promotional pricing is subject to completing and maintaining any applicable service components and term obligations. Term product prices require continuation of qualifying products for the term; early termination fees apply to early removal. Any future changes to this order such as product or date of delivery will impact the pricing shown above. Taxes shown are estimated and do not necessarily reflect the exact taxes, surcharges and other fees that will appear on your bill.
  
  We understand that *** ******* may disagree with our position on this matter, however, that does not release him from contract term obligation based on our standard terms and conditions for ETF.  The ETF quoted is valid and sustained.  The bill cycle date for Mr. Berrera's final statement is August 15, 2022.  His ETF will be reflected on this bill statement.  
  
  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.