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
- 4,447 total complaints in the last 3 years.
- 1,330 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/19/2022
Type: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’ve had a neighborhood outage in internet and TV service. The estimate for when it will be fixed has been pushed back four times. Throughout this time, customer service representatives consistently claimed that crews were out working on the severed lines. Multiple neighbors drove by and no workers were ever sighted. Explanations ranged from worse than expected damage, to being short staffed, to waiting for parts. Representatives were either reading off of false information or outright lying.
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 our communication during a service outage handling at his location.
Please be advised that we apologized that ******** ****** received both a lack of communication and various explanations for his service outage. We encouraged ******** ****** to change his communication preferences to receive outage alerts and updates via text or email.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive Relations
Initial Complaint
Date:07/18/2022
Type: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 6/16, phone moved from ****** to ********* where new number was assigned, for my 91 year old mother.. moved into assisted living. When installer left new address, old line was ringing on new line.. 2 days later it stopped. Multiple calls to Verizon to reinstate that have ended with no resolution. When you call the **** number, it does not forward, or let the caller know the number has been changed.. Old line: ###-###-####, New line: ###-###-####.Business Response
Date: 08/05/2022
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 re-adding the referral recording to the customer's phone number on the closed account.
Please be advised,a ticket was submitted to re-add the referral.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive RelationsCustomer Answer
Date: 08/08/2022
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:FIRST, my request was not about "RE-ADDING", it was to flat out "ADD". SECOND, they took too long to respond. I feel that t’s even been too long since I placed the complaint. Verizon Executive Office called the very next day, and I thought it was to be done “within a few days” of that, and it was not. ******** (from Verizon Relations) finally called back on Friday 8/5, to say the home office was saying we missed the initial 30-day window to begin with, but that she would still make it happen, and it would "take a few days". I contacted her a little later to say I thought it was too late at this point, but she felt it was still worth doing, but it would “take a few days”. Honestly, I've been hearing that same response since 6/18. I feel this is all too little, too late. IF they could have done it within a few days of the complaint date, that would have been one thing, but to be doing it now, really does not make sense. But, thank you very much (BBB) for your assistance.
*******In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* ****
Business Response
Date: 08/23/2022
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 adding a referral to her previous account.
Please be advised, that the referral was successfully added to the account and the customer has now verified her satisfaction.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive RelationsCustomer Answer
Date: 08/25/2022
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. Thank you all very much, really appreciate your assistance and the response from Verizon.
Sincerely,
******* ****
Initial Complaint
Date:07/16/2022
Type: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 currently have Verizon package $220 per month-phone-internet-cable I am on the month to month subscription since I have been a customer for 2+ years, I called on July 16, 2022 at 9:20am to disconnect my cable services after the representative attempted several times to ask 'why I didn't want the cable" I finally said I am going back to satellite to get him off the phone, he then told me my bill would be $99 per month for phone+internet (said I have the lowest speed-phone is $30 + $49 internet) He claimed to have sent an email with the confirmation, however I have not received it, I no longer want the cable. I then said 'I'm paying $49 for the lowest speed when I was told my speed was upgraded apparently it has been upgraded.Business Response
Date: 07/18/2022
We spoke to the customer regarding their inquiry. The customer is satisfied with our resolution, and has no further concerns.Customer Answer
Date: 07/19/2022
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:07/14/2022
Type: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 offered me a upgrade and a
$ 100.00 gift card on March 9,2022 verizon
installed the new cable box I was told by verizon I had to wait 65 days to redeem the $100.00 gift card ok after 65days I went to redeem the gift card verizon told me you made changes in your account so you cannot redeem your gift card until June 26,2022 so I redeemed the gift card and it was redeemed successfully and sent a e-mail your card is on the way 7to 10 business
days ok I called to check the status I was told another 7to 10 business days. ok I get a e-mail your card is on hold because your bill is not paid today is July 14,202022 my bill for last bill cycle is paid and also my bill for the future month is already paid now I was told to redeem gift card again and wait 30 days I told the verizon employee I did redeem the gift card he replied you still have to wait ok there is a viscous pattern of delay I need this nuisance matter.Business Response
Date: 07/19/2022
The customer's concern was referred to the appropriate
group for handling. The customer's
concerns are cared for as an order was placed for gift card to be received in 30-45 days. Customer demanded for no further contact from Verizon.Initial Complaint
Date:07/14/2022
Type: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.
Every month that I pay my bill it gets higher. I've spoken with customer service they took 50 dollars off of my bill as a courtesy. My current bill is $459. I have a family plan and two of the phones on my plan are paid off. I just don't understand the Inflation and misleading costs. This cannot be legal. I have been a customer for a year. It's just not fair.Business Response
Date: 07/15/2022
Dear BBB,
Thank you for contacting Verizon’s Office of Executive Relations regarding ****** ******'s complaint. In her complaint, received on 07/15/2022, ****** ****** has a concern regarding their cellphone bill increasing.
Upon further review, we’ve determined the customer’s concern should be addressed by our Verizon Wireless team. Per BBB guidelines, please forward ****** ******'s complaint to the appropriate Verizon Team.
Email: ************************************
We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
Sincerely,
Verizon Executive RelationsInitial Complaint
Date:07/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hi,
in June 2022, I ordered a Verizon FIOS line for our new home and I paid the 100$ deposit for the router (order number #************* ).
Unfortunately something went wrong with this order.... this order number is now linked to another person called "********* .....".
I got a letter by mail that confirms this order number and proofs the payment of the deposit though.
But as this order never was processed, I had to make another order to get FIOS working in my new house. And I had to pay the 100$ deposit again.
So long story short: I paid the deposit 2 times. I have been calling verizon 13 times and I explained this over and over but nothing happens.
Attached you find proof of the deposit payment and a confirmation of the old/ first order number.
Please refund me the 100$ that I paid for the first account which never was processed.
The deposit was paid through a german debit card...
International banc account number is: IBAN **** **** **** **** **** **Business Response
Date: 07/21/2022
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 misapplied security deposit.
Please be advised, we investigated the matter and have applied an account credit for the value of the security deposit to the account. We spoke with ********* ****** to confirm the resolution.
We trust that this information will assist you in the closing of this complaint.
Sincerely,
Verizon Executive Relations
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