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

4,446 total complaints in the last 3 years.
1,335 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:07/29/2022
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.
In May 2022 a tractor trailer came down the street of my home and hit all of the cable lines and ripped them from from house causing damage to the siding. I had to make a police report and have spoke to the truck company. They are not claiming fault because they said the lines were hug too low. I have spoken to Verizon multiple times for solution. They came out and replaced my lines but never went any further. Most recently I had someone come back out to the house and they said they didn't know why they were there that this is not something they can handle. If you look at my account i have called and promised each time they would forward me the NEXT time to the correct person or a person would reach out to me which never happens. I spoke to someone on video and took photos for the claim for the repair. He said the lines needed to be replaced once again because they are too low and it could happen again but again nothing or no one has contacted me. I call multiple times and my time is precious. Its now months later and I still have no resolution. My house is at risk allowing rain to potentially come in and I do not think it fair I have to make a claim to my homeowners insure for something that's not my fault. I demand a call from someone in the cooperate office to review the notes and telephone recorded lines to see how many times I have been pushed around.
Business Response
Date: 08/12/2022
This issue has been addressed and is being cared for.
We have met and spoken to the complainant addressing the concerns related to this matter.
Sr. Analyst - Verizon
Initial Complaint
Date:07/28/2022
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.
No service, verified with tech all cords and cables were connected problem left unresolved again
Business Response
Date: 07/29/2022
Thank you for referring the complaint of *********************** to our office for review. We appreciate this matter being brought to our attention. ******* **** expressed concern about her Verizon FIOS service not working.

In order to address the concern, we reviewed the customers account and confirmed the customer has since discontinued her service with Verizon FIOS. We spoke with the customer on July 29, 2022 to confirm no additional assistance was needed. The customer stated no additional assistance is needed and is aware the case will be closed.

We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *********************** has experienced as a result of the above matter.
Customer Answer
Date: 07/29/2022
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 due to MY cancelling service with a poor provider.

Sincerely,

***********************
Initial Complaint
Date:07/27/2022
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.
i am not for this debt and i do not have the contract with VERIZON plus they do not provide me with the origianl application liked i asked
Business Response
Date: 07/27/2022
Please be advised that included in the complaint is a ******** invoice. The account number and number provided in the complaint are not Verizon. Please direct this complaint to ********. Thank you.
Initial Complaint
Date:07/25/2022
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.
account number is ******************* ********** *********** at ****** **** ****** ********* ** ***** i have a bill from verizon in the amount of $186.22 which are services billed from 7/13/22- 8/12/22. i called verizon to put a vacation hold from july 18th to september 2. i was told that they will prorate the bill and fix my billing issue. my bill is still not resolved. i went online today and the bill is still full price $$186.22 from July 13/22 -8/12/22 when my service was on vacation hold july 18th but they want me to pay the full incorrect bill. I called today verizon and talked with employee saiji and then manager ******* chat ID ************************************ they both refuse to adjust my bill. they are saying i owe this month even though my services were suspended due to vacation hold which they know about but still refuse to fix my bill. they want me to pay the full bill even though i am not using their services and they refuse to prorate the bill. I need a real manager from verizon to fix my bill correctly. it is ridiculous that i have to go through this. Verizon trying to take advantage of its own customers. telling me to pay somethign that i do not owe. to me that is fraud. I want my bill to be fixed correctly.
Business Response
Date: 08/02/2022
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 bill charges and proration.

Please be advised, that we spoke with **** *********** on 8/2/22 to explain the bill & proration, she is now understanding the bill breakdown. Advised **** *********** that the August statement will reflect the prorated amount.

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

Sincerely,

Verizon Executive Relations
Customer Answer
Date: 08/17/2022
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:

Hello name is ************ ************ I have a case with you and online it says it is waiting for me to respond. But here is no place for me to respond online. I see that I can email. my issue is till not solved. Someone form Verizon called me ****** and she gave me her phone number and said will email me which i recieved no email. Either way I try to call it there is no answer been going on few days can not reach this person here there is no contact at all. It still not resolved. now they are charging me a late fee in addition of $9 and then charged me a $50 fee on top of this $9. I am being overcharged $59 on my bill. I need this case to still be open because i call verizon and no one is doing anything still. Let em know what I need to do next.

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

Sincerely,

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

Business Response
Date: 08/18/2022
Dear BBB

Verizon provided a response to this matter on 8/2/22 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 applied a one-time credit for the late fee charge. Verizon 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 Ms. Konstantinos Zarmakoupis 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: 08/22/2022
Better Business Bureau:

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

[Your Answer Here]

I was told that since i have it on vacation hold i will be prorated from 7/18 however the bill came and there was three line items on the bill the fios tv select, greek and rent hd set top that was only prorated from 7/26 that is eight days from 7/18 they suppose to credit me back for these eight days i was charged. The vacation hold started on 7/18 not 7/26 as you can see the bill those three lines items says next to them 7/26 not 7/18 verizon owes me money and more credits on my account. Another complaint is when i put it on vacation hold no one told me that there is a $50 charge that is ridiculous charging me $50 when no one told me that. not happy how verizon handled this and still messed up my bill and had to go through all of this to get someone to fix it and it is still wrong.

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

Sincerely,

************ ***********
Initial Complaint
Date:07/23/2022
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.
Our residence is provided with internet and phone landline through Verizon. We are having issues with the internet not running at a minimum advertised speed by Verizon and our landline hardly ever works properly to a point if 911 would ever needed to be called it may not work. We have contacted Verizon on several occasions about this issue and was told someone would be out to fix the problem but no one has ever showed up at the house to fix the issue. We have gone as far as replacing our lines inside the residence thinking that was the issue but the problems still continue. We have looked at the outside lines from the residence to the utility pole and that may be the problem but Verizon has not come to inspect the lines for possible replacement to resolve the issues with the internet and phone line.
Business Response
Date: 08/02/2022
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 internet speeds.

Please be advised, on August 2, 2022 a technician was dispatched and repaird the outside plant cable aerial. We spoke with *********** and he is satisfied with the resolution.

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

Sincerely,

Verizon Executive Relations
Initial Complaint
Date:07/23/2022
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.
My Verizon Fios Account Number: ******************* I paid $115.06 until December 2021. In 2022, my monthly payments went up to $147.18, which was unsustainable for me. I contacted the Verizon Fios customer support to provide alternatives to lower the monthly charge or to cancel the service so that I can move to another service provider who can offer services within my budget. The customer service agent was reluctant to offer me options to lower the monthly charges and gave me unsolicited negative reviews about Fios's competitors. In addition to the increased monthly charges, I have observed that the channel line up has significantly been reduced in 2022, compared to previous years. I would like the Verizon Fios management to lower the monthly charges and credit the excessive charges from January 2022 to the current month.
Business Response
Date: 08/04/2022
******* ********* ********* ****
** ******** ******

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

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

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

Dear Dispute Resolution Services,

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 increase in their bill in addition to an experience with a customer service agent. *** ******* has also requested a billing adjustment.
Please be advised, we have reached out to the customer and have reviewed in depth the details of past and current bills. We have reviewed different plan options available to reduce their overall monthly bill. Regarding the customers concern regarding a decreased channel lineup we have advised the customer Fios TV programming is supplied by various content providers, and we must periodically renegotiate our agreements to continue offering their programming.

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

Sincerely,

Verizon Executive Relations
Initial Complaint
Date:07/22/2022
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.
We purchased a mesh network from Verizon last year for $700, when we moved into *** ********* ****** ****** ******* ** ***** in June 2021. When we determined our moving date to ** ****** ** ****** ******* ** *****, we contacted Verizon to ensure they had FiOS service at our new home (approximately 6/15 we contacted them). We were informed service was available (picture attached) and agreed to an installation date for July 15 (the day we occupied the new townhouse). They reached out about a week later because the townhouse complex we are moving into is new construction and that they needed 10 extra days to lay the FiOS lines underground, so we agreed to push back to July 25 (which we made very clear was the latest we could do because my husband and I both work from home).

On July 20, Verizon called to inform us that they cannot provide us internet until October 3rd which is 3 months after the originally agreed upon date. Internet is no longer optional, and should be seen as a utility because it impacts both my husband and my livelihood. We were left to scramble just 5 days before the new agreed upon date to identify a new internet provider so that we don’t lose our jobs. We asked Verizon what they were going to do to make this right because we’ve invested so heavily into their next and they have taken zero accountability for this issue and has done nothing to resolve it with us. Because our equipment will not work with a new ISP and because Verizon is at fault here, we would like them to reimburse us the full $700.
Business Response
Date: 08/05/2022
We were able to resolve the installation issue and provided a courtesy credit
Initial Complaint
Date:07/21/2022
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 tried to move my Fios service from my apartment to our new home and there is no option to "overlap" service to have both accounts active for a few days. The online form for moving makes absolutely ZERO sense and as a result we are now without internet service in our apartment. I have been on hold with Verizon for OVER 2 HOURS and cannot "schedule a call" as the hotline suggests through the app because it is not working. The online chat people suggested opening an entirely new account (including running another credit inquiry) to sign up but I CANNOT sign up for 2 addresses as the website returns an error. My wife and I are full-time working physicians and need to be able to access the internet in a private location to refill medications, finish our documentation for the day, and answer patient messages. This is completely unacceptable service. It is incredible how hard these big companies will go to avoid letting you speak to a human being.
Business Response
Date: 07/25/2022
We spoke with the customer, and addressed their concerns. They were not satisfied with the resolution.
Customer Answer
Date: 07/29/2022
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:

Verizon still tan a credit check on me for having my internet disconnected for a total of 16 hours. This was a big deal since we were in the process of applying for a mortgage so obviously we got a call from the bank asking why we were applying for more credit. This was incredibly embarrassing when we closed on our home. Now I’m getting a bill for a FULL MONTH of service even though I’m only using it for 16 days. Totally unacceptable. I hope companies like Starlink and Starry bury this terrible company.

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

Sincerely,

**** ******

Business Response
Date: 08/08/2022
We spoke with the customer, and addressed their concerns. They were not satisfied with the resolution.hy here...
Initial Complaint
Date:07/21/2022
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 July 20th, two Verizon reps came to my door offering home internet. They said they could give me 1000 mbps at $70/month with no contract, which is a pretty good deal, plus 30 days free. I said it was worth a shot and attempted to sign up. The process they walked my through was clunky and didn’t work well. My address was wrong, I couldn’t log into my online account, and worst of all, the pricing was higher and the speed was lower than advertised. They tried to talk their way out of it and but I confirmed later both the speed and price were a lie. Once I realized how everything was a mess, I asked the reps to cancel my order. They said they couldn’t and told me to call Verizon and walked away. When I called, they said they couldn’t cancel my order and struggled to find me in the system after being redirected twice and on hold for an hour. My modem has now shipped, to the wrong address, and I found out they did a credit inquiry I wasn’t aware of! I called again today (July 21st) and they said that I can refuse the shipment (that was sent to the wrong address!?) but the rep on the phone admitted that the door salespeople openly lie and are unethical. Finally, I checked with my apartment building and they did not receive permission to sell door-to-door and somehow snuck in during the evening.
I am asking for two things:
1. To have written confirmation that the equipment being sent is not my responsibility, if it's delivered to me or not, and will not effect my credit
2. That Verizon will not go door-to-door in my Apartment building again, spreading lies and false advertising, especially without permission
Business Response
Date: 07/22/2022
Misdirect. Non Vz customer
Initial Complaint
Date:07/20/2022
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.
On June 22, 2022 Verizon charged me a $50 fee to restore my FIOS Service that they claim had been suspended. Although Verizon sent me warnings that the account would be suspended, it was never actually suspended. So, they charged me a fee to perform a restoration of service that they did not have to restore.

The support supervisor that I spoke to said that the service was suspended. When I told him that I know that the TV does not just "come back on" after a suspension he said that it does come right back on. Clearly this is not true since I got an e-mail that my TV was in the process of being restored and it could take up to 24 hours. Again - there was never an outage of my service. So what Verizon is doing here is threatening suspension, then not suspending, and then charging a fee to "restore service". There is no mention of this fee on the terms of the bill. There is information regarding a late fee, but not a service restoration fee.

Further, I discussed this with an online chat representative who told me that my service was not suspended for the following reason:
"you never had any service interruption nor service suspension because of the service restoration fee

if there is a minimum amount computed to make the account as overdue, it will have a restoration fee instead of suspending the service"

The account number is *******************
Business Response
Date: 08/03/2022
******* ********* ********* ****
** ******** ******

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

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

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

Dear Dispute Resolution Services,

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 a $50 service restoral fee for services that were never suspended.

Please be advised, we have reviewed the account and determined our systems had submitted an order to suspend the service due to non payment on this account. A same day payment was made after the suspension order was processed. Due to the timing of both items it is possible the customer never experienced the interruption. We have spoken with the customer and have offered a one time billing adjustment to the account.

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

Sincerely,

Verizon Executive Relations

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