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 Communications

  1300 I Street, NW, Suite 400W Washington, DC 20005

• 

  Verizon Online/Fios/DSL Services for Metro Washington DC

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

• 

  Verizon Communications

  7501 Greenway Center Dr Greenbelt, MD 20770

• 

  Verizon Communications

  700 Virginia Avenue, NW Norton, VA 24273

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:01/03/2023

  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.

  I cancelled my Fios service in November because I had to move out of the apartment by the end of November. I was told that they could not pro-rate, so I would have to pay for most of December. I agreed, but now I am being billed for January, and they say that my service is active. The bill is even addressed to me at my new address, 1100 miles away from the address I am paying for.

  

  Business Response

  Date: 01/05/2023

  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 an active account that a termination request was previously requested..  
  
  Please be advised, we have been able to properly cancel the account in question, and have provided verification of this termination of the account to ******************** as well. ******************** has expressed gratitude for this quick resolution to the submitted matter.
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

  Customer Answer

  Date: 01/18/2023

  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:

  Hello,
  
   
  
  This is in reference to ********. Verizon did discoonect the service, but they still say I owe them for ******** I cancelled my service in November. I will be satisfied with the outcome when I only have to pay for December, as promised when I cancelled.
  
   
  
  ************************* 

   

   

   

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

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

  

  Business Response

  Date: 01/19/2023

  Dear BBB,
  
  
  Verizon provided a response to this matter on 1/4/2023 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
  

  Customer Answer

  Date: 01/19/2023

  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.

  They have credited the bill that was due for the second month after I moved out.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/03/2023

  Type:Order 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.

  We signed up for service around October 2022. There were service issues the very first day. A tech had to come out to fix the error and get service started. There have been service issues since day one. We've complained and Fios won't send a tech out. Even though they can see weak signals to more than half the devices in our home. We're not tech savvy but told to figure it out. They expect payment but will not try to figure out why we're getting little to no service everyday. They also refuse to credit the account knowing we're barely getting service.

  

  Business Response

  Date: 01/11/2023

  ******* ********* ********* **** ** ******** ****** ** ***** ******** ** ***** ******* *** **** ***  ********* ****** **** * ******* ** *** * ************ ** ***** ********** ****** *** ******** ********* ******* *** ****
  
  
  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 being unable to connect various devices to the internet via wi-fi due to poor signal strength.
  Please be advised, a network extender was provided to the customer as part of their internet plan. The network extender was confirmed received by the customer and, following several days usage, the customer confirmed that the connectivity concern has been resolved.
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

• Initial Complaint

  Date:01/03/2023

  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.

  I called Verizon November 2021 to discount service at property *** * ********* ************* *** ***** as I no longer utilize the property. It was never disconnected, and I was charged for over a year for a property I no longer should have service. **** ******* the supervisor said they don't see in the system a request for disconnect which is not true. I did request to disconnect these services. Costumers don't have the ability to disconnect online only via phone. I cancelled all services in my name at that property as well. The account number is *************.

  

  Business Response

  Date: 01/17/2023

  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 for an account that a previous request to cancel services was made.  
  
  Please be advised, we have reviewed this report and have found that a proper request was not made on the account until 1/6/23. We have investigated this request and have found no indications of a request on the specified date. Services have been disconnected effective 1/6/23, and no further charges have been incurred since that date.
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

  Customer Answer

  Date: 01/17/2023

  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: I requested for the services to be terminated a year prior on the phone while I added added a new property and it wasn’t done. I took the equipment when I left. $1200 was taken out of my bank account for these services and I was promised multiple $200 gift cards for new service which I never received. 

   

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Customer Answer

  Date: 03/07/2023

  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]

   They did nothing. False advertisement and allowed another customer to have service at a property in my name after I requested services to be terminated. I will take my business elsewhere. 

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  

  Business Response

  Date: 03/14/2023

  Dear BBB,
  
  
  Verizon provided a response to this matter on 1/17/2023 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. As previously stated, we have found no evidence to substantiate any missing gift cards owed on the multiple accounts provided by the customer. We have also investigated the claims that funds were taken from **** ***** banking institution for a disconnected account, and have found that funds were removed for active services. Once services were terminated as requested, automatic transfers ceased. 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:01/03/2023

  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.

  I signed up for Verzion Fios on a promotion that as a current (and long-time) cellphone customer I qualified for a $24.99 rate. When signing up via chat agent on 12/27/22, the agent said she was having a system problem securing the rate she confirmed I qualified for - she said there were two orders in the system somehow - but she reassured me multiple times she'd make sure I got the right rate. Prior to 12/31/22 install I received a first bill estimate for $49.99 with no discount, so on 12/30 I engaged a rep via chat who again reassured me my rate would be the correct $24.99 and if any problems to call back. 1/1/23 my bill posted without discount, for the full $49.99. I again engaged chat and the agent said I was not enrolled in the Mobile+Home discount and tried to help me do it, but there were system problems that morning. She messaged me the steps to do it myself. Later that day, I completed it. Checking 1/2/23 and the morning of 1/3/23, my bill still did not reflect the promised $24.99 rate. I engaged Verizon via chat and was told the discount will take one to two billing cycles to post. I asked if it would apply to my current bill and was again told it would take one to two billing cycles. I asked for what I was promised prior to install, and was offered a one-time $20 discount. I again asked for what Verizon promised me in writing, and what I reconfirmed prior to accepting install and was told that's the best they can do. I asked to be escalated to a Supervisor on Manager, understanding that mistakes happen, but could someone with authority please review. Initially I was denied, then pushing a bit the agent engaged their Supervisor, but then a few minutes later said all Supervisors were busy, so IDK what really happened. However the agent just reconfirmed the best they can do was give me a $20 discount today. All I want is the rate I was promised and that monthly rate confirmed go-forward with no issue.

  

  Business Response

  Date: 01/04/2023

  Dear Better Business Bureau,
  
  
  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 $24.99 Mobile + Home Rewards discount not being reflected on his first bill
  
  Please be advised, Mobile + Home Rewards was not on *** ********’s first bill due to completion of enrollment occurring after the first bill had already generated.  We have issued a credit of $24.99 on the bill in question.
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations
  

  Customer Answer

  Date: 01/05/2023

  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.

  Christopher from Verizon's Relations team was great. I appreciate his friendly and thorough response, and quick action. Kudos to him!

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

  
  

• Initial Complaint

  Date:01/03/2023

  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.

  My FIOS account number is ******************* I have already terminated my service since March 2022 and carries a credit balance of $30. I am supposed to receive a refund for the credit balance but still did not. I've contacted customer service online multiple times and each time they just repeat that it might take up to 90 days and the next bill cycle might have it. It's been 10 months since I've terminated my service and every month I just received a bill with $30 credit balance. The latest Last bill with the same $30 credit balance was Dec 22, 2022.

  

  Business Response

  Date: 01/17/2023

  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 a refund for the credit balance on a closed account.  
  
  
  
  Please be advised, there was a system issue that caused the customer not to receive the refund due. We corrected the issue and processed a request to have the credit balance refunded. ***** **** confirmed receipt of the refund check and had no further questions or concerns.  
  
  
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  
  
  
  Sincerely,
  
  
  
  Verizon Executive Relations

• Initial Complaint

  Date:12/31/2022

  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.

  Verizon Fios consistently overcharges on my bills. Every 2 months I have to call them to fix my bill, am promised it is fixed for at least a year and the bill is correct for only 1 cycle after which it is hiked up higher than ever before. I specifically asked them if the bill will increase after 2 months and they assure me it is fixed but 2 months later the cycle starts again. This is wrong and they should be made to honor their promises. I’ve gone through this for a year and now am hoping that BBB can step in and help. Thank you

  

  Business Response

  Date: 01/05/2023

  Please be advised we reviewed the account and discovered some changes due to package rate increases as well as Auto Pay being removed which removed the discount. This happened twice but has been resolved. We spoke with the customer and clarified what occurred and she was satisfied. 

• Initial Complaint

  Date:12/29/2022

  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.

  My contract was up and they talked me into renewing it. They quoted me around the same price I was paying. They charged me ****** for installation which they told me would be waived . The text messages they sent me with the fee waived are no longer available. They are being deceptive.

  

  Business Response

  Date: 12/30/2022

  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 installation charges.
  
  Please be advised, we spoke to the customer regarding her inquiry.  Customer is satisfied with our resolution of waiving the charges as the original order showed them waived, and has no further concerns.
  
  We trust that this information will assist you in the closing of this complaint.
  
  

  Customer Answer

  Date: 12/30/2022

  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:12/28/2022

  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.

  During my upgrading of internet services with Verizon, as part of the package to upgrade, I was promised a $200 Verizon gift card. I have had a terrible time trying to get Verizon to provide me the $200 gift card that I am properly awarded. They keep delaying the redemption and I cannot get a straight answer from them. To me, they are being deceitful and employing unlawful practices. All I want is get the $200 Gift Card that I should properly receive. My account number: ******************* Thanks, ***** *********

  

  Business Response

  Date: 01/03/2023

  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 being unable to redeem a gift card offer. .  
  
  Please be advised, we spoke to the customer regarding his  inquiry.  We were able to care for his concerns satisfactorily . We will be following up his next bill to make sure it is correct. 
  
  We trust that this information will assist you in the closing of this complaint.
  
  

  Customer Answer

  Date: 01/06/2023

  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:

  The compliant will remain open until I receive the gift card.  Yesterday, I received another voicemail from Verizon that the debit card was delayed AGAIN - From February to March.  This is another example of Verizon not providing accurate information to me. 

  Thanks,

    ***** *********
  

   

   

   

   

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

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

  

  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 issues receiving and redeeming a promised gift card.  
  
  Please be advised, we have spoken with *** ********* and have verified that he has received the promised gift card, and has been able to redeem it as well. *** ********* has expressed gratitude in getting this concern addressed, and has verified that there re no further concerns regarding this matter as well. 
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

  Customer Answer

  Date: 03/23/2023

  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:12/28/2022

  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.

  It has recently come to my attention that I have been getting over charged and a credit that was provided to me as a lifetime credit is not being honored. The way that I was treated was horrible and because of the assumption of the color of my skin I was treated like a second of not third class citizen. The office was in ********* ** and the representative two I spoke with deal with the conversation in the lowest level of professionalism. My biggest mistake was escalation because the higher I went the worse I was treated. Not to mention placement on hold for long periods of time for no reason and to cap off the experience I was hung up on when I had further questions. Im sorry Ive been so loyal for so long. Kicker is it was over a 20 dollar credit. Youd think I was asking for a refund for my time with the company or a free service extremely disgraceful customer care and customer service.

  

  Business Response

  Date: 01/10/2023

  Dear BBB,

  
  We spoke with the customer, in an attempt to address their concerns and apologized for the inconvenience that he has experienced. They were not satisfied with the resolution. Any additional attempts to escalate the concern will result in the same response. Verizon's stance is final and not subject to change.

  Sincerely,

  The Executive Relations team.

• Initial Complaint

  Date:12/23/2022

  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 December 11th, 2022, I reached out to Verizon as a follow-up to an ongoing support request I had been contacting them about on and off for the past 2 years. The original issue is that Verizon told me that I would be unable to achieve 1Gb speeds using a coax connection and no matter what hardware i used, it would never work. I was told countless times that I would "never" see greater than ~500Mbps speeds when using coax. After dozens of hours of research I located a solution from Verizon that would resolve the issue. This is where the complaint comes in. To fix my initial issue, I requested an updated router and network extender that support the technology needed to provide the service I pay for into other rooms of my apartment. Verizon would not sell me the hardware, or add it to my current plan as a rental, and would "provide it for free" if I signed up for different services. I was on the call with Verizon for over 4 hours on 12/11 and was assured multiple times during the call that by switching my services I "would not lose access to any of the channels I currently have". I have a copy of the chat transcript that I will attach below. After confirming my TV services would not change, I signed up for the new offer. I received the new hardware and installed it which resolved my initial speed issue. (Yay!). I also confirmed that access to my subscription channels was still available, and assumed that everything was as I was told. Last night, 12/22/2022, I sat down for dinner, and turned on my TV as I normally would, only to find out that the first channel I tried to go to was "not part of my package." I spent another 2 hours on the phone with Verizon, and they will not honor the promise that their sales rep made, and I was forced to remove services from my package if I wanted to add the channels I had previously and keep my bill at the same price. I now have less services at an increased price. Verizon should honor promises made by their sales teams.

  

  Business Response

  Date: 01/31/2023

  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 TV package being changed when he requested to upgrade his router causing him to lose channels he previously had.
  Please be advised, we have changed ******* *******’s tv package to The Most Fios TV plus HBO to give him all the channels he previously had plus a few more. We have applied a one time credit to the 1/29/23 bill and added a discount to cover future bills so that we are honoring the price ******* ******* was promised.
  We trust that this information will assist you in the closing of this complaint.
  
  

  Customer Answer

  Date: 02/01/2023

  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.

  Thank you for helping me navigate this process and thank you to the Verizon Executive Relations team for working with me to get everything back to normal.

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