Business Profile

Telecommunications

Verizon Communications

Headquarters

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

4,500 total complaints in the last 3 years.
1,336 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:03/21/2023
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 3/3/2023 I contacted Verizon Fios 2 times. My service started 1/4/2023, yet I was unable to receive a cable signal. Independent technician advised there was an issue with my home receiving a signal originally thought to be related to not having a modem. Ticket# ********** created with Verizon which confirmed no modem required for Fios & incorrectly advised that I did not have an available call history due to lack of router. Therefore ticket closed. Called back Verizon within an hour stating technician believed there was an issue with me receiving a signal from provider, ticket # **********. During this call Verizon representative and I confirmed the following: me not having a call history was not related to router, me not having a call history an error on Verizon's part when setting up my profile, a Verizon "internal ticket" needed to be created, & I would have full functionality with regards to the telephone services I was paying for within 72 hrs if not sooner. During this call the Verizon Rep observed that the Verizon NTB attached to my house had not been properly grounded advising a potentially serious safety hazard. In addition, we confirmed I was able to access the internet with my personal laptop. On 3/4/2023, ticket closed. Independent technician returned 3/4/2023 & was unable to get internet signal. Verizon contacted a 3rd time (this time independent technician spoke directly with Verizon). Verizon confirmed no signal was being received within my home & Verizon repair technician needed to resolve issue. On 3/7/2023 Verizon technician replaced plastic connector which resolved connectivity issues. However I still do not have access to my call history logs which I was informed by Verizon is related to how they set up my account profile. Tried reaching out to Verizon multiple times but get redirected & put on hold for greater than 1hr.
Business Response
Date: 04/04/2023
******* ********* ********* **** ** ******** ****** ** ***** ******** ** ***** ***** *** ****
*** ******** **** ****** ** ***** ********** ********** ****** *** ******** ********* ***** *** ****

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 difficulty with the installation of their Fios service as well as problems accessing their call history. The customer is requesting credits be applied to remove charges until service was fully functional.

Please be advised, we have spoken with the customer and confirmed that their service installation issues were resolved as of March 7, 2023. The customer also confirmed that the call history is now available, but they advised of concerns relating to the information provided in the history. We have been unsuccessful in our follow up attempts to reach the customer and address the questions regarding the call history and their credit request. We are closing this BBB case in order to meet the agency deadline, but will continue our efforts to reach the customer and confirm full resolution of their concerns.

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

Sincerely,

Verizon Executive Relations
Initial Complaint
Date:03/20/2023
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 continuously have problems signing into my Verizon account. I use Verizon FIOS TV on my iPad to stream FIOS TV when I am in an area of my house without a tv. On Sat. night, Mar 18, I was able to sign into My FIOS TV on my IPad without any problems. Last night was different. After clicking on the MY FIOS TV icon, I was asked to sign in, The system did not like my password, even though it worked the previous day. So I attempted to change the password. The system said it was going to send me a verification code to my cell phone. It did not. I tried again, same thing, no code. After another try, without any success, I contacted Verizon FIOS Tech support. The technician was unable to find my account, He told me that my land line number did not register in his system. I gave him my cell number and he found my account. He tried to update my password, I even gave him permission to do it himself and he also was not successful. The system would not send me a verification code. He told me he was going to bring in another tech level onto the call to fix the problem and he put me on HOLD. After 1 hour and 20 minutes he never came back and I finally hung up. NOW, I am unable to get into my account. This seems to be a normal procedure with Verizon, they put you on hold and never return. Or if you chat with them, they leave the chat to "check something" and never return and the chat system signs you out. But now I cannot even chat with them. I pay my bill every month on time. Why do I have to go through this? AND to top all of this, they increased my monthly bill by $100 without any explanation. If I call, the system says to go to the "My Verizon" app. I Cannot log in!!! I am now researching other avenues to get television and internet service to my home, since Verizon simply feels that I have been a customer long enough. (I have been a customer for over 25 years!) All they want is more and more money for less and less service! Thanks
Business Response
Date: 05/01/2023
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 streaming
and billing.

Please be advised, that we resolved *** *****' concern regarding streaming, and *** ***** is
able to stream Fios TV from his iPad. We also discussed billing with *** ***** and he
understands why there was an increase in billing.

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

Sincerely,
***** **
Verizon Executive Relations
Initial Complaint
Date:03/19/2023
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 am a previous Verizon Fios customer and am in great need of some help. My previous address in Annapolis, MD was where I had my service of Verizon Fios. I relocated to Tucson, AZ in September of 2018. I neatly packaged and returned ALL of my Fios equipment on September 6, 2018 to the Verizon store in Edgewater. I specifically asked the customer service representative if I was all set. The young man told me that everything was turned in and there was nothing else that I needed to do. I am furious that I have been sent to a collection agency when everything was returned, bill paid, and I was told that I was all good to go. Please, respectfully, inform me as to how and why this is happening. The collection agency needs to be contacted and have this inaccurate collection removed. I would appreciate contact from Verizon to confirm that this is removed. This is absurd and inaccurate. The original account number is: ************* and I owe NOTHING!
Business Response
Date: 03/22/2023
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 his balance being sent to a collection agency.
Please be advised, we spoke with the customer. We were able to address their concerns. The customer was satisfied with the education he received regarding his issues regarding credit reporting. However, he was not satisfied with the remainder of his resolution.
We trust that this information will assist you in the closing of this complaint.

Sincerely,
Verizon Executive Relations

Business Response
Date: 03/22/2023
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 his balance being sent to a collection agency.
Please be advised, we spoke with the customer. We were able to address their concerns. The customer was satisfied with the education he received regarding his issues regarding credit reporting. However, he was not satisfied with the remainder of his resolution.
We trust that this information will assist you in the closing of this complaint.

Sincerely,
Verizon Executive Relations
Initial Complaint
Date:03/14/2023
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.
$200 Door Dash gift card promotional offer is being withheld and is not being redeemed by consumers. When attempting to redeem this offer black hawk states that theyve issued it via email yet many customers (based on my extensive internet search) including myself are not receiving these emails that they claim are being sent. There are no emails being sent and this could be a technical issue however someone still needs to be held accountable and the promotional offer remains valid and must be redeemed. Verizon FIOS home . Please email the $200 door dash gift card as promised.
Business Response
Date: 03/14/2023
Dear BBB,

Thank you for contacting Verizons ****** of ********* Relations regarding ****** ************;complaint. In her/his complaint, received on 03/14/2023, ***************** stated that they have not received the $200 Doordash promotion from FIOS.

Upon further review, weve determined the customers concern should be addressed by our Verizon Wireline team. Per BBB guidelines, please forward ***********;*****'s complaint to the appropriate Verizon Team.

Email: ************************************************
Address: **************************
******** ** *****
Fax: ************

We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
Business Response
Date: 03/15/2023
Agency ID: ********
Received: March 15, 2023

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 issue she was having redeeming the $200 gift card.
Please be advised, we reached out to ***************** who she informed us that this issue was resolved, and she received her $200 gift card.
We trust that this information will assist you in the closing of this complaint.

Sincerely,

Verizon Executive Relations
Initial Complaint
Date:03/13/2023
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.
visited Verizon web site to see about their internet service and started chat with their representative and end up signing up with their service with a promise of them weaving installation fee which is $99.00. And on March 10th 2023 technician came and installed the FIOS service. and few days later I got an bill from Verizon which included installation fee of $99.00. So I contacted Verizon and told what is going on and explained what was the deal, but the rep wouldn't acknowledge and honor the promise from previous rep and force the full payment that includes fee of $99.00 for installation. I have copy if chat from the first rep that said they will wave the installation fee. I told them but they wouldn't care to look at it either. Verizon insist on paying in full amount.
Business Response
Date: 03/14/2023
We spoke to the customer regarding his inquiry. Customer is satisfied with our resolution, and has no further concerns. We were able to care for his
concerns satisfactorily.
Sr. Analyst - Verizon
Customer Answer
Date: 03/14/2023
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:03/13/2023
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 February 17, 2023, a Verizon Fios technician came to my apartment to remove Fios TV services per my request, Fios order #*************. When he left the technician took the Verizon Fios set top box, power cord and remote control. Prior to the technician arriving a Verizon agent confirmed the arrival time between 9 & 11 am. I asked in the chat that I have a copy of if I may give the technician the Verizon Fios set top box and remote control and the power cord the Verizon Fios agent said yes and that's what I did. Verizon Fios started sending me emails about their equipment not being returned despite all of my chats with their agents letting them know I gave the equipment to the technician. On March 4 ***** at Verizon Fios chat told me he would update the system that I gave the technician the equipment. ***** opened ticket number ********** to contact the technician and track the equipment. Either the technician failed to do his job or the equipment has not been entered into the system as being returned. I do not have the equipment and have my chat notes to prove I advised the Fios agent the technician has the equipment. Please help me resolve this issue. I do not have the equipment I have a smart tv now and do not owe Fios $190 for failure to return their equipment,
Business Response
Date: 03/17/2023
Tell useceived: March 14, 2023

Dear BBB Rep

Thank you for referring the complaint of *********************;to our office for review. We appreciate this matter being brought to our attention. *********************;expressed concern about the $190 unreturned equipment charge.
Please be advised, I was able to contact the customer to let her know that she wasn't charged but rather notified that she would be charged $190 if the equipment wasn't returned. She hasn't been charged yet. I sent my email and contact information and let her that if she is charged to contact me and I will be more than happy to assist her with the charges.

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

Sincerely,

Verizon Executive Relations why here...
Customer Answer
Date: 03/28/2023
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:

On 4/17/23 I received a call from ********* **************************) from Verizon Executive Relations Team, requesting documentation to show the Verizon Fios agent during our chat gave permission to give the set top box serial #************ to ****** the Verizon Tech who came to my home on 3/21/23 to disconnect the ******* services.

I have responded to every call, email, and correspondence from Verizon. As of the date of this email Verizon acknowledges their are no signals from the set top box coming from my apartment but have failed to contact their technician to demand he accounts for the missing set top box.

Please help me resolve this matter.

Thank you,

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

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

Sincerely,

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

Business Response
Date: 03/28/2023
Tell us why here...
Dear BBB Rep,
Verizon provided a response to this matter on 03/17/2022 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 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 ************************* 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
Initial Complaint
Date:03/10/2023
Type:Product 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.
When I purchased a new internet service for my home last December, I was told that I would be eligible to receive $50 Xbox eGift Card and $200 Verizon Gift Card. However, there are now issues with receiving these gift cards. 1. Xbox eGift Card tile is showing up on the Home Offers page as 'Ready to Redeem'. However, when I try to redeem (after accepting Terms and Conditions), it shows me the error message saying 'The requested URL is not available. 2. $200 Verizon Gift Card tile was showing up under 'Pending Offers' prior to Mar 9th. However, after Mar 9th (when I become eligible to receive the Gift Card), the tile disappeared from 'Pending Offers', and it is not showing up under 'Ready to Redeem' section as well. CSR confirmed that I can redeem the gift card by May, but was not able to help me with making the tile become visible on Home Offers page.
Business Response
Date: 03/16/2023
Dear BBB,

Thank you for referring the escalation of ******** **** to our office for review. We appreciate this matter being brought to our attention. ******** **** expressed concern about not being able to redeem the gift card promotions was signed up for.

Please be advised, that we were able to identify the system issue that was preventing the customer from completing the redemption process on their end. We were able to have an order issued to manually redeem the $50 and $200 eGift Cards for the customer. The customer confirmed that both eGift Cards were received.

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

Sincerely,

Verizon Executive Relations
Customer Answer
Date: 03/17/2023
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:03/09/2023
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 Verizon account ending in ********. On or about December ?, 2022 I was solicitaded by a Verizon field agent offering free Wi-Fi to welfare recipients for medical. I was assured by the above said and mentioned that this Verizon ************ is Free. I was reassured that the Verizon WiFi and installation was free as well by the Verizon field agent who installed the Free Verizon WiFi box. On 02/25/2023 I was sent a txt from Verizon wireless that I have two(2) overdue payments of $59.99. I reported to the Verizon wireless that, ( I did not agree too pay for any of there services and I only signed up for there *************** services and this Verizon Wifi bills is fraudulent
Business Response
Date: 03/07/2023
***** *** ****

Hi Team,

Good afternoon.

Please see the attached resolution for *********************** misdirect letter to Wireline.

Have a GREAT day.
Thank you.

Respectfully,
****

Business Response
Date: 03/23/2023
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 charges incurred for Verizon internet.

Please be advised, we have reviewed the account with ***********************. At the point of sale *********************** was given incorrect information about the Affordable Connectivity Program. We have educated the customer that the discount is only eligible for one provider per household. The customer was already receiving discounts on another account and would not be eligible for a discount on Fios as well. We have cancelled the Verizon account at *************************** request and issued credits for $160.97 for all services billed.

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

Sincerely,

Verizon Executive Relations
Initial Complaint
Date:03/09/2023
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.
Wireless & Fios number: ************ I found out that Verizon came out with Mobile + Home 2.0, which is a discount for having both wireless services and fios/landline service via the internet. At no point did Verizon ever mention to me that these exist or automatically enroll me in the next generation of discounts. Following the internet, I unenrolled from mobile + home 1.0 roughly 6 months ago. I was then unable to reenroll on the Verizon Wirless side (my fios side still getting $10 off each month). I attempted to reach out to Verizon at the number provided ***************) on Jan 13th. The system brought me through to the fios customer service which told me that my enrollment was fine on their side and there was nothing further that could be done, so I was sent over to the wireles customer service. The person I talked to had essentially no understanding of what this discount even was, but after 20 or so minutes of back and forth and trying different links, I was applied a one time $10 bill credit.
Business Response
Date: 03/08/2023
March 08, 2023

Dear Better Business Bureau,

Thank you for contacting Verizons ****** of ********* Relations regarding ***************************** complaint. In his complaint, received
on 03/05/2023, he advised that he is having issues with enrolling into the Mobile + Home Rewards 2.0 program to take advantage
of the $10 discount.

Upon further review, weve determined the customers concern should be addressed by our Verizon Wireline team. Per BBB
guidelines, please forward ***************************** complaint to the appropriate Verizon Team.

Email: ************************************************

Address: *********************************************************

Fax: ************

We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

Sincerely,

***** ********* *********
Business Response
Date: 04/11/2023
Hello 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 receiving a discount for Mobile + Home rewards.

According to our records, we reached out to ************************* and We explained that with this new rewards program he will not get a discount on his Fios bill, but he will get a $10 per line discount on his Verizon Wireless account. ************************* was satisfied with the provided information.

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.

Thank You
Customer Answer
Date: 04/11/2023
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:03/08/2023
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.
This year my Verizon fios /tv/DSL went up to $11 more in my monthly bill. I called to find out what this increase about and I was told that there is an increase in my monthly bill due to the company CID. I don’t what it is and I didn’t receive any communication from Verizon. I asked to speak with manager to get more clarity on this and I couldn’t get one. I am reaching out to get assistance and due to hardship and economic situation I cannot afford to pay what I usually paying. There is nothing change in plan, service or quality. Everything is the same. I need my account to be adjusted to the original contact. Please can you assist Thank you
Business Response
Date: 03/20/2023
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 recent increase in the monthly rate.

Please be advised, we have investigated this matter and have found that notification of the increase was previously sent to *** ** regarding this matter. We have discussed this matter with *** ** and have expressed acceptance of the results of the conducted investigation on this matter.

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

Sincerely,

Verizon Executive Relations
Customer Answer
Date: 03/20/2023
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 am not agree with this increase. I am getting different mixes information from the business.

This happened to me last year and they waived

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

Sincerely,

*** **

Business Response
Date: 04/05/2023
Dear BBB,

Verizon provided a response to this matter on 3/9/2023 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 found no subsequent evidence to overturn our original decision and no further action is required by Verizon. Verizon empathizes with the customers' continued concern, however, the information provided in our initial response was comprehensively discussed with *** *** ***** ** 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

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