ComplaintsforVerizon Networkfleet

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We notified Verizon Reveal that we did not want to renew the *** service contract for our company well in advance of the 60-day requirement. We received multiple acknowledgements from Verizon staff that they received our non renewal/termination notice. We were told we would receive a Docusign to complete the processing of our non renewal. The communication stopped with *********************** and we received a message that his mailbox was no longer monitored. We attempted multiple times to resolve the issue. We called, emailed. We continue to receive the "run around." When we call, mysteriously, our call always drops. Verizon Revel attempted to bill our corporate Amex card. We provided the documentation to Amex to support our claim of non renewal. Amex reversed the charge in our favor. We are still receiving bills to date. We believe there is something questionable taking place because we are unable to resolve this matter in good faith. We currently have an outstanding bill that we DO NOT OWE. Verizon continues to bill us. We maintain meticulous documentation, and we have every email communication indicating we do not have an account with ********************** Reveal. We have attached some of the supporting documents here. These practices rise to level of requiring an investigation. How many other consumers is this happening to?

  Business response

  10/05/2023

  We have been in contact with the customer and provided a resolution. This would cancel their account with no cost and credit any incorrect charges that have occured. We provided an update and the customer has agreed with the proposed resolution. This has been resolved

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed up with Verizon Connect in March of 2022. Right away had issues with units that would not connect, had to jump through hoops to get them to exchange them, lots of wasted valuable time spent. Then as units died and we tried to get them exchanged we were forced into an additional contract for replacement units when it should have been a simple exchange. Dead units never removed from contract and we have been continuously been billed for them. They refuse to lists the serial numbers of the units they are billing you for. When demanding to know unit SN we were billed for we were given on several occasions the SN's for the units that never activated in the first place and were returned. They are now trying to bill us early termination fees for units that were dead and they were notified about prior to contract auto renew stating that they are still on a current contract. I see that I am not the only one having to deal with this, it appears it is their usual business practice. Why is nothing being done about this? What ***** ****** should they be reported to???

  Business response

  09/20/2023

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact with 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team.
  
   Thanks
  GCS Escalations Team

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1/19/2022 I spoke with ***************************** regarding our devices no longer working and customer service telling me that we need to renew our contract. There was a pricing discrepancy between the old contract and the new contract, and I mentioned multiple times we were not signing until pricing is corrected and we are finished reviewing this new program. We did not like the new program; it did not do what we needed it to do as far as work orders with our techs. The 4G devices never came to us and our service was not renewed. ***** became unreachable by phone and email, and we moved on to a different company after removing the devices from our vehicles with a 3rd party contractor.Theres a second ticket ******** from 5/17/22 where I called in was told our CSM was *************************, and that cancellation must be done through him. I never received a response from *************************, Verizon connect/reveal would not give me contact information to reach out, but he was on the ticket to CONTACT US within 48 hours of me opening a ticket. 8/2/2022 I received an email from my assistant. He stated someone from Verizon connect called for me. I mentioned that I still havent heard from our CSM on cancellation and reached out via phone to *******, she said that she would have our CSM contact us. This never happened. A few more phone calls were made by me to customer service and I was told the same thing repeatedly that our CSM has to process cancellation. 2/2/23 I received a phone call from ***********************, *********************************************************** stating that we need to renew our contract, he states in the email that we are EXPIRED (Not early termination. More proof). He sent over requests for docusign multiple times until I asked him to stop emailing us. (this is attached to this email)5/15/23 I sent an email to **************************** stating all of the above dates after speaking with him via telephone. He responded to my threads with telling me the case is under review 5/16/23 then no more response

  Business response

  09/19/2023

  We have spoken with the customer and provided a resolution to their issue. We advise the customer of the next steps in the process in resolving their issue and the customer has agreed with the proposed resolution. We will ensure that the customer's account is canceled and they receive their refund as expected. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There have been various dates on transaction due to every time you order a new GPS device from *******************************************, a new contract date starts. It doesn't go on the original contract. All the dates are different and in our case we have 13 different contracts with different end dates.So far we have paid a total of $138,730.26 to Verizon since we joined them.Verizon Connect promised me customer service, correct billing, timely equipment arrival, and working equipment.The nature of the dispute is that Verizon Connect has not lived up to what was promised and we wanted out of our various contracts. But in order for us to get out of our various contracts, we would have to pay 85k to Verizon Connect. I have been working with them for the past couple of months to resolve this issue. They are not budging from this position. Our Verizon Connect account number is **********.

  Business response

  09/14/2023

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact with 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team.
  
  
   Thanks
  GCS Escalations Team

• Initial Complaint

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 3, 2022, I called Verizon Connect to resolve a billing issue. I spoke with *********************** about trying to make a payment but she said she couldnt accept a payment because the account was suspended. She even put me on hold and spoke to the accounts receivables ***** When she came back on the line she told me that they told her they couldnt help her and hung up on her. Ive been dealing with this issue for well over a year and have spoken to many representatives with Verizon Connect about this. Each time, I was told that this issue will be taken care of but nothing ever has been done. Even though the account has been closed I keep getting billed for services that Im not using. I just got another email today saying that my balance has grown to almost $2,000. I have been issued case number, after case number, but no one ever follows up with me to correct this problem. I have sent several emails and spent several hours on the phone with them over the last year with no success. This company is a joke and dealing with them has been a nightmare.

  Business response

  09/13/2023

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact with 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team.

  Thanks
  GCS Escalations Team

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought Verizon connect hardware for work vehicles for my business a few months back self installed models, all truck installs went fine but I was missing a splitter cable to plug in camera and gps unit in OBd2 port Ive contacted Verizon connect reps over and over, said it was shipping out , said its been out of stock, etc the Verizon connect division of this company is a terrible customer service and after you get signed with product no more help or answers if you have any issues not to mention Im paying for a camera that I cant even use at the moment As soon as the contract is up Im gone I dont know whats happened but Verizon use to have outstanding customer service but lately it is really going down hill fast excluding a few people at a local store we use regularly

  Business response

  08/22/2023

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact with 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team.

  Thanks
  GCS Escalations Team

• Initial Complaint

  08/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Called to cancel this junk service in May to find out they sneak you into another 3 year contract automatically. Agreed to pay a settlement of $640.00 for early termination. Here it is August and we still get calls and bills from this dump wanting all the early termination fee of $9200.00. Send the the email chain showing they offered us $640.00 and that it has been paid. They say they will look into it but a week later the calls start again.

  Business response

  08/22/2023

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact with 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team.

  Thanks
  GCS Escalations Team

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we are trying to contact verizon for more than a moth to reduce the units in our contract. we can't talk to anyone except the support team that keep opening cases with no solution. They are still charging us for the 12 equipments and we requested to reduce our contract to 8 units. this is the worst customer service I ever experienced...

  Business response

  08/22/2023

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact with 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team.

  Thanks
  GCS Escalations Team

• Initial Complaint

  07/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After multiple attempts to cancel our Verizon Connect account, on 6/6/2023 we agreed to a contract cancellation fee of $230.00. I received confirmation of the account cancellation on 6/23/2023. On July 4, 2023, we received notification of an auto debit to our account for $1,577.40 that would occur on July 19, 2023. I received confirmation from a Verizon Connect representative that our account had been cancelled and that it would be credited (i.e, not deduct from our account). On July 19, 2023, a deduction on our account was completed which was not what was contractually agreed to. I reached out for resolution and refun on 7/19, 7/21 and again on 7/26 and have not received any resolution. I want our funds refunded immediately. Case# ********

  Business response

  07/27/2023

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact with 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team. Thanks

  
  GCS Escalations Team

  Customer response

  07/27/2023

  I have already waited since 7/19 for a response from Verizon on the refund for funds they didn't have permission to pull.  An additional ***** hours is unacceptable.

  Business response

  07/27/2023

  We have reviewed the account and we did find a credit that is pending approval. Once the credit is approved the customer will be notified and this will resolve their issues. 

  GCS Escalations

   

• Initial Complaint

  07/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Verizon Connect will not cancel a gps unit we no longer need from our account ************ since May 2023. I continue to call and no one will address the issue or credit our account.

  Business response

  07/21/2023

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact with 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team. Thanks

   

  
  GCS Escalations Team

*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. ↩