Complaints

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:12/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 told multiple times I would be given a $850 credit for my iPhone that I traded in for a new iPhone. I was told by **** would go up for one time to cover activation fees. After I noticed my bill was well over what I was told I went to the Verizon store where this transaction occurred. The store manager informed me the former employee misquoted me (misled me) and only gave me a $400 credit for my traded in iPhone. The manager admitted it was their mistake. That they were wrong. He tried to correct the situation using his electronic system but could not. He couldnt assure me I would be credited for the amount of the mistake. He said he would have to escalate this to his district manager. Nothing has been done and the district manager has not responded.

• Initial Complaint

  Date:06/22/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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, I am a professor and can dococument every inconsistant statement. I have emails where we agree to a certain price, another where there say I was over charged 500 and other where they promise **** of gift cards.My family moved 5 phones to verizon last october. I have ALL the orginal receipts. We have been overcharged (or not given) some **** from the WRITTEN terms we thought we were agreeing to. Basically, NOTHING the salesmen has said is true and they say "yes we will fix this" and never do. The simplies thing to do would be to set up a brief zoom call. I am organized and have things sequneces by date, including the verizon rep saying "yes that correct" The total difference between what was promised and delivered is more than ****. I have been trying for 8 months and just get blown off. I have never done this before, it feels really, really unfair to me.

• Initial Complaint

  Date:06/16/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Summary: Mobile Generation at Hilldale has failed to return a payment of $649.98 that I was told was going to be credited to my account with **********************. On May 3 2023, Verizon reported that they have no record of the payment and that it is Mobile Generation's responsibility to return the money to me. I'm seeking return of the $649.98 from Mobile Generation. Details/History On 12/28/2022 I signed up for mobile service with Verizon and traded in a phone through the Mobile Generation store, **********************************************. The salesperson told me that the phone would be free with my trade-in. However, when it came time to check out, the system said I had to pay $725.05.The salesperson assured me that I would be refunded $649.98 of that amount by Verizon through credits on my monthly billing. I was tired and decided to proceed with the transaction despite concern over being charged for a phone I was told would be free.After numerous calls and visits to Verizon and Mobile Generation in early 2023, the last on May 3 with the salesperson on the line, it became clear that Verizon had no record of the payment, though I have a receipt from Mobile Generation showing the amount paid. The Verizon manager who spoke with us said that it is Mobile Generation's responsibility to return the payment to me. On Thursday May 4th, the salesperson reported via text that he spoke to his district manager, who was going to investigate and that he would call me. On May 10, I had heard nothing and so texted the salesperson again. He had no update, but said he would reach out to his manager again. I encouraged him to do so and added that if this issue was not resolved by May 17, I would go to the BBB for support. After that the salesperson said he was advised to have no further contact with me, and stopped replying to my texts, not even to answer my question regarding who I should contact to resolve the matter. As of this complaint, I have still not received a refund.