Complaints

This profile includes complaints for Verizon Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Verizon Communications

  140 West Street New York, NY 10007-2141

  
• 

  Verizon Online/Fios/DSL Services for Metro Washington DC

  13100 Columbia Pike 2F, Pod B2 Silver Spring, MD 20904

• 

  Verizon Online/Fios/DSL Services for Metro Washington DC

  13100 Columbia Pike Pod B-21A Silver Spring, MD 20904

• 

  Verizon Online/Fios/DSL Services for Metro Washington DC

  13100 Columbia Pike 2F, Pod B2 Silver Spring, MD 20904

• 

  Verizon of Pennsylvania

  900 Race Street Floor 9 Philadelphia, PA 19107

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:01/31/2023

  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.

  On Tuesday, January 24, 2023, my Verizon set-top box displayed an error. I could not get the error resolved so I contacted Verizon technical support. I was informed via chat (not verbally) that my box was discontinued and that I would have to receive a replacement at a cost of $50. I stated that I already pay for the box rental and that if it fails (due to no fault of my own) that I should receive a replacement box at no cost, especially since I have been a loyal customer for over 20 years. Well, on Friday, January 27, 2023, I received an email from Verizon confirming my new order, which I never placed, and it removed all of my current services and replaced with all sorts of mix and matched services and my estimated monthly bill was almost double ($253+ monthly - my current bill is $140 monthly). Well, I immediately contacted Verizon and tried to stop the order as it was NOT authorized and I did not need or want any upgraded services. I was content with my existing plan and price. Well, the agent informed me that there was no way that I could revert back to my old plan as it was no longer offered. I insisted that I did not want any new services or even upgraded services nor any equipment. The customer service representative told me that there was nothing that she can do as the order is in the system and that the equipment was on its way. Well I have contacted Verizon customer services several times in the past few days to get this order stopped and my services restored to what they were originally on Tuesday, January 24, 2023 (before the reps made unauthorized changes.) Long story but all this was unauthorized and I want ALL of my original services restored. No, new services, no new equipment, and my monthly bill to be what I was originally paying $140!

  Customer Answer

  Date: 02/06/2023

  Better Business Bureau:
  
  I have resolved the issue with my Verizon service (complaint ID ********,) and the resolution proviced by Verizon is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ************  
  
  
   
  
  

• Initial Complaint

  Date:01/31/2023

  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 would like to know why we were not notified that they were going to rip up my lawn to bury the cables for FIOS. My lawn is an absolute mess, the company that came out to dig it up hired all illegal aliens who couldn't speak any english. There were no supervisors on scene to speak to my husband. My biggest complaint is why they put TWO utility boxes on my property. My husband was told by the verizon person who was on scene for about a minute that the one on my front lawn was for my neighbors house. WHY was the box not put on his property? I want my lawn completely fixed, and I want the box moved from my lawn to my neighbor's property.

  

  Business Response

  Date: 02/21/2023

  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 damage to her lawn and a handhole box on her property.
  
  Please be advised, the handhole box has been moved and the lawn is scheduled to be repaired. We have spoken to the customer and she 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:01/30/2023

  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.

  I'm a Verizon Fios customer and recently changed my address while keeping my TV and Internet services. I received an email from Verizon Fios that it's time to claim my reward. Much like the first time they offered me a $100 gift card for the services I have, the link they sent doesn't work. This is a known issue Verizon continues to ignore. I'll attach images of the pages I'm redirected to after following their instructions to claim the $100 gift card. I would attempt to contact Verizon before utilizing the BBB. However, the last time I did so, I was forced to jump through many hoops without receiving a proper resolution. The only time the issue was resolved was when I directed my complaint to the BBB. So, I'm doing so once again.

  

  Business Response

  Date: 02/07/2023

  The customer's concern was referred to the appropriate group for handling.  The customer's concerns are cared for.

  Customer Answer

  Date: 02/07/2023

  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:01/27/2023

  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 signed up for Verizon Fios Internet on December 3, 2022. At the time I signed up, Verizon had a promotion that consisted of a $200 Doordash gift card that can be redeemed within 60 days after installing the service. I have been trying for the last few weeks to redeem the card and most times I try I receive an error message. Other times it says that I am no longer available to redeem it. This is incorrect because the 60 have not passed and I have done everything I should to be elegible. I strongly believe that Verizon is making the gift card redemption process difficult to consumers, as I have been seen NUMEROUS complaints from different consumers that are having the same issue in a Verizon online community, which have been filed for the past few months, and Verizon has not taken any steps to resolve the issues with the redemption process. A lot of these complaints in the Verizon community are answered and escalated by Verizon representatives. This is proof that Verizon have been made aware of the issue. I called today and spent over *********************************************************** with the issue. At first, it seems that she was trying to help me and trying to reach a different department to step in; however, the call was suddenly and mysteriously disconnected and I never received a call back or a resolution. Verizon must honor the advertised promotions or else this is false and misleading advertisement and lying to consumers. The way that Verizon have been handling this calls into question if Verizon cares about the customers and customers satisfaction. I am very unhappy with the way that this has been handled and ask Verizon to please honor the promotion I am entitled to. My account number is: ******************* Thank you,************************* ************

  

  Business Response

  Date: 02/09/2023

  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 redeeming a Gift Card promotion.

  
  Please be advised, we have reviewed ***************************** concern and provided options for a resolution. ******* has accepted the
  solution and is satisfied with the resolution in this matter.

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

  
  Sincerely,

  
  Verizon Executive Relations

• Initial Complaint

  Date:01/27/2023

  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.

  Approximately April 1,2022 I was home using my Apple MAC computer when I noticed the camera came on. No programs running needed Immediately logged off. Over the next few weeks I would try to seek resolution. I called Verizon service countless times the months to come. One service call I requested a specialist and was connected to an individual in the Middle East. I asked three very important questions. 1 the router be port forwarded? His response is defiantly not 2 is the cable box a router and can it port forward? Agains, it cannot definitely 3 How can someone turn on my camera and mirror my computer. Once you install your new router it can’t be port forwarded and or mirrored be I have to Wi-Fi password. Problems contributed. Had to change all my business and financial information and account numbers after a Verizon tech came to my apartment and verified another person(or device) in on my network. I asked this question many times. Can someone put a device on or before my fiber optic line to hijack my or mirror my line. Every time no. As the stress and evidence continued I asked all the questions again and asked for compensation only be rejected no follow up offered to research the additional device found. After consulting w tech companies and firms I asked my apartment mgt company and notified them of issues get no response other Verizon is the only Internet provider. I returned the routers to Verizon and kept cable only. I have internet access from somewhere now I went behind the walls through the cable wire outlets and see I have access to others wires. Above and below me. Now I have to move bc Verizon sees no issue and I don’t like hacking others. I do have internet, but it’s oblivious not secure. Local police said FBI is the one to handle this Compensation for moving Verizon billed paid back from July 2022 Mental/stress compensation and hours of trying to protect myself Or I could hack the illegal bitcoin I have no idea got on my MacBook

  

  Business Response

  Date: 02/06/2023

  ******* ********* ********* **** ** ******** ****** ******** ** ***** ******** *** **** ***  ***** ******** *** ******* *** *** *** ********* ** ***** ********** ****** *** ******** ********* ******* *** ****
  
  
  
  
  
  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 MAC camera turning on without permission. 
  
  
  
  Please be advised that we could not reach ***** ******** after multiple contact attempts.  After reviewing the complaint and our records, we've determined that Apple product support would better address ***** ********' concerns. 
  
  
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  
  
  
  Sincerely,
  
  
  
  Verizon Executive Relations

• Initial Complaint

  Date:01/25/2023

  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.

  Returned equipment in October of 2022 it is now January 2023 and Verizon is still requesting equipment return. I have returned all equipment in the same box. Verizon is stating they only received the router and the set top boxes were not in the box. They were. I have confirmation the router was received so the set top boxes were received as well. Unless there is theft in there return department. I am not paying for equipment I returned.

  

  Business Response

  Date: 03/22/2023

  We spoke to the customer regarding their inquiry. Customer is satisfied with our resolution, and has no further concerns.

  Customer Answer

  Date: 03/29/2023

  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:01/24/2023

  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.

  On Jan 23,23 I received a letter from Verizon stating the adjusted my spending limit and conducted a credit check without my permission. I began service in May, 22. It displayed a credit score and numbers for all credit report agencies. I have not applied for any services from Verizon other than when I began service. Why are they randomly pulling my credit without my knowledge or permission .

  

  Business Response

  Date: 01/24/2023

  
  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 credit check and her spending limit. 
  
  Please be advised, that **** ******** is not a Verizon Fios customer. Please serve this complaint to Verizon Wireless. 
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  ***** ** 
  Verizon Executive Relations

• Initial Complaint

  Date:01/23/2023

  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.

  11/21/22: Received email (still have it) from Verizon offering me a new set-top box supposedly at no additional expense, an offer which I accepted shortly afterward. 12/9/22: Regular (and correct) monthly draft out of my checking account for the Fios service in the amount of $155.57. 12/20/22: Received email for the January bill in the amount of $178.75, an overcharge of $23.18 due to the supposedly free new set-top box. 12/29/22: Called Verizon and was told the January draft would not contain the extra charge. 1/9/23: Regular monthly draft out of my checking account for the Fios service that did contain the extra charge of $23.18. 1/10/23: Chat session with Verizon. Was told problem would be resolved. 1/20/23: Received email for the February bill in the amount of $169.78, an overcharge of $14.21. Desire a refund of $37.39 for the overcharges in January and February. Desire adjustments to subsequent bills so no additional charges for the supposedly free new set-top box area assessed. Bills should revert to ~$155.57 per month.

  

  Business Response

  Date: 02/07/2023

  We are closing out the BBB request to meet the required response commitment, but will continue to follow up on our end with *** **** to ensure the bill is correct going forward

  Customer Answer

  Date: 02/08/2023

  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.

  I have contact information for the person at Verizon with whom I was working.  If future bills continue to have the same incorrect charges, I will contact him.

  
  Sincerely,
  
  ******* ****  
  
  
   
  

  
  

• Initial Complaint

  Date:01/23/2023

  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.

  Complaint was initially lodged with BBB several years ago becuase of "contract fees" charged for cancellation of services. Complaint was closed pending refund being sent fom company that charged us. Company advised it might take a few months to receive the refund check. It's been a couple of years now. We continue to receive monthly statements reflecting a credit of $301.05 for an account that has since been closed. We would like to receive the refund for this credit. Thank you.

  

  Business Response

  Date: 01/25/2023

  Thank you for referring the complaint of *** ***** ******** to our office for review.  We appreciate this matter being brought to our attention.   In her complaint, *** ******** expressed concerns regarding a refund that was not provided from a complaint that was filed on August 2020. 

  
  On January 23, 2023 we contacted *** ******** and discussed the issues.  *** ******** advised that she had filed a complaint about two years ago regarding an issue with termination fees.   After that case was resolved, she was advised that the refund would be sent writing a couple of months.   *** ******** continued to receive statements that reflect a credit, but has not received a refund.   A review of the account reflected a credit balance of $301.05 that was listed and had not been refunded due to the account still reflecting as active due to a system error.   That error has been corrected and a refund check has been processed for the full amount.   The refund of $301.05 will be received within 10-15 business days of this response.  

  
  On January 25, 2023, we called *** ******** to advise of the details and left a detailed voice message with the information above.   Our contact information was also provided in the event that she does not receive the refund check by February 13, 2023.  
  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.  

  
  
  Sincerely,
  
  
  ****
  Verizon Executive Relations

• Initial Complaint

  Date:01/20/2023

  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.

  I placed an order with Verizon for internet services on 2/19/22 with an installation date of:2/27/22 with Order# ************* The promotion at the time of the order was for a giftcard in the amount of $100 (A $100 Verizon Gift Card for your order of Gigabit Connection 2.0).I held service until cancelling on 6/09/22 and returned equipment on 6/20/22. Prior to cancelling service I reached out to Verizon to claim my gift card and received a confirmation email that my reward was on its way on 5/25/22.The reward was never mailed out even with having a confirmed email receipt that is was processed.When I contacted Verizon to follow-up they said the reward request was never processed even after receiving an email confirmation that I pointed out to the rep. Even with cancelling service on 6/09/22 and verizon billing one month in advance I received additional charges after cancelling services and returning the equipment . On, 06/30/2022 I received an email that showed the closed account had a balance of a credit in the amount of ($1.18) Bill summary for account ending in: ******** Total amount due: $(1.18) Payment due date: July 22, 22 *Balance doesn't include payments received after June 27, 22 Then on 7/30/22 I received another bill over 45 days after cancelling service and returning the equipment of new charges for the closed account Your bill is available. Click here to make a payment, or view and pay your bill on the My Fios app or at My Verizon. Bill summary for account ending in: ******** Past due charges: $114.41 due now Current charges: $0.00 due August 21, 22 Total charges:$114.41 At which time I made several attempts to contact Verizon for clarification why a closed account was still being billed and also to inquire why my reward was never sent and was unable to get an explanation. I am filing this dispute to resolve this account and to receive my reward I never received and am entitled to and to have the negative info removed from my credit report.

  

  Business Response

  Date: 01/26/2023

  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 not receiving the Verizon gift card and deleting the negative remarks from the credit bureau.   
   
  Please be advised, Verizon has issued a credit to *** *******'s account due to the account was disconnected prior to receiving the gift card. At the time of redeeming *** ******* was unable to redeem the Verizon gift card as to were Verizon was unable to reissue to card due to the closer of the account on 6/9/22. Currently, the account is now at a zero balance and the Credit Deletion Team has removed the negative remarks from the credit bureaus. *** ******* has been communicated this information on 1/26/23 and feels as if this issue has been resolved.  
   
  We trust that this information will assist you in the closing of this complaint.
   
   
  Sincerely,
   
  Verizon Executive Relations