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:12/23/2022

  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.

  PLUS ALL THE *** THAT THEY SENT THE LINKS DON"T WORK, AND AFTER CHECKING MY EMAIL THEY SAID THAT THEY SENT ME A REMINDER EMAIL WHICH I DIDN":T EVEN SEE.

  

  Business Response

  Date: 01/06/2023

  We were able to reach out to the customer and resolve their concerns. There is nothing further to address. We appreciate ********************' time in this matter. Thank you.

• Initial Complaint

  Date:12/22/2022

  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.

  We lost FIOS service last night 9 December 2022. Today, Saturday, we attempted to watch a program we had missed on ************ Bloods. We found it and it was free to us. However when we selected the episode there was a charge of ****. So I called Verizon. When I finally made it through the Verizon automated assistant which confirmed from our phone number that we were customers. However this information was not passed to the customer service that I was connected to. Gave the person our phone and he could not find our account using it. Then he asked for my SSN. At this point I hung up. My issue is why the **** charge for a program I pay for in my monthly cable bill?

  

  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 his concern over the new required charge of $1.99 to watch an on demand show.

  
  Upon investigation, It has been found that the on demand charges are not held through the provider but rather the network the customer is attempting to stream. There are times when the network will charge for some on demand services and movies especially if they increase in popularity. This is not a charge implemented by the provider.

  
  We apologize for any inconvenience this may have caused ********************* 

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

  
  Sincerely, 

  
  Verizon Executive Relations
  
  Tell us why here...

  Customer Answer

  Date: 01/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution the matter has been resolved.

  I understand the response that Verizon is collecting the on-demand fees assessed by networks.  I would think that when Verizon has an outage, the on-demand fees charged by a network would be waved.

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

  
  

• Initial Complaint

  Date:12/21/2022

  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.

  October, 2022 Internet outage caused by short in Verizon box in our building. Unable to get repair for over a week and took hours of time on hold for Verizon service. Was promised a $100 credit on our bill for the inconvenience. $100 credit was placed on our bill and then removed.

  

  Business Response

  Date: 12/22/2022

  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 receiving a credit due to time and being out of service.
   
  Please be advised, after reviewing the account and the chat notes, **** ******* was advised of a credit applying to the account within 8-10 business days. The credit was applied to the account as of 12/22/22. **** ******* was advised she is able to review this credit on MyFios and will appear on her January 3, 2023, statement. At this time, this has resolved her concerns. 
   
  We trust that this information will assist you in the closing of this complaint.
   
   
  Sincerely,
   
  Verizon Executive Relations

• Initial Complaint

  Date:12/21/2022

  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 company keeps cutting my cable off for a huge balance that has been getting carried over for years. They offered a balance reduction for COVID. i have had COVID officially at least twice and had major COIVD hardships yet because they have no record of me trying to contact the company (which I Definitely did) for the balance reduction they refuse to help me. i have basic cable one premium and internet and phone that I never use, and I am paying almost $200 for almost no channels!!!

  

  Business Response

  Date: 01/18/2023

  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 being able to take advantage of a one-time debt relief program that was being offered.
  
  Verizon provided a response to this matter on 10/27/2022and 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.
  
  Please be advised, upon receipt of this complaint we reviewed the account and made several attempts, to reach the customer but were unable to do so. On 01/04/2023, we received an email response from the customer asking to be called on 01/09/2023. An extension request was sent on 01/04/2023 requesting a new due date of 01/18/2023.
  
  It was explained to the customer The New York COVID Relief 1X Settlement Offer program was only valid from 06/24/22-07/08/22. Our records indicate that the offer text was sent on 06/24, 06/28, 06/30, 07/6, 07/07 & 07/08. In the message it advised, "To learn about a one-time offer to reduce the balance on your Verizon account, please contact us at ************ by 7/8." We have no record of contact being made to Verizon from 06/24/22-07/08/22.
  
  Chanel Christian was offered an extended payment arrangement, which was declined. The customer advised would set up her payment arrangement online. ****** ********* advised would be ending service at a later date.
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  
  
  
  Sincerely,
  
  
  
  Verizon Executive Relations

• Initial Complaint

  Date:12/21/2022

  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 November 11, 2022, I contacted Verizon via their chat feature because when you call, it says they are too busy and to use that feature. I contacted them to remove a previously free service that had a promotional period that ended. I wanted to cancel AMC+ for $8.99 per month. This was 4 days before my billing date. During the interaction, the representative said she could save me $5 per month by offering me a discount. I agreed. She sent the Order Details and told me to "just click accept so I can process your savings". My fault, I know, for not reading it. However, it stated my new bill would be $94.99 which is correct. I typically pay $99.99 (taxes included), so $5 discount would be $94.99. However, on November 22, 2022 I received my new bill and AMC+ for $8.99 was still on there as well as a new $5 charge for "Verizon Cloud Unlimited". We NEVER spoke about adding any new services. What the representative chose to do was provide me with a $10 Gig Loyalty Credit but then charge me a $5 per month fee for "Verizon Cloud Unlimited". I have no idea what that even is and I didn't need it. I immediately contacted Verizon again and the AMC+ was allegedly removed as well as the $5 fee for the Verizon Cloud Unlimited. I received a new "order" stating my new bill would be $89.99. My next bill came in December 2022 and I called again on 12/21/22. During that call, I was told that YES, I did in fact call twice before and YES I did in fact change my bill to $89.99 per month. They REFUSED to credit me the overcharge amounts $37.98. I have refused to pay more than $89.99 for my bill due December 10, 2022. They will turn my services off for the underpayment, even though it was an error on their part. I need the services for work. I was denied the opportunity to speak with anyone that would help. I have been a loyal customer for many years and they admitted they screwed up and are sticking me with the bill.

  

  Business Response

  Date: 01/04/2023

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

• Initial Complaint

  Date:12/20/2022

  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.

  I’m unable to cancel any add to on subscriptions from Verizon. Both Disney plus and amc plus require Verizon to cancel the service and all links lead to pages with errors. The website and app both do not work with different backend web errors. I have attempted three times to cancel using various online means. I’ve also attempted to cancel using their chat service in which after 30 minutes had a system error and the chat system no longer functioned. I’ve called twice and have gone in loops or been hung up on. On top of this Verizon advertised a gift card for signup and after three calls in the last year I dropped getting the gift card since the 50 dollars was no longer worth the hassle. I still haven’t received the promotion that was promised which is false advertising. It’s clear that they have made very little effort to allow cancellation of services and make it extremely easy to upgrade or purchase new services. Please cancel my add on subscriptions of Disney plus and amc plus

  

  Business Response

  Date: 12/23/2022

  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 not receiving the $50 Verizon Gift Card. Also, the difficult time he was having with removing the MAC+ and Disney+ promotions from the account.  
  
  
  
  Please be advised, we were able to speak with ****** ****** to resolve the concern. An order was issued to remove both AMC+ and Disney+ as requested. We also adjusted the account by $50 for the missing gift card.   
  
  
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  
  
  
  Sincerely,
  
  
  
  Verizon Executive Relations
  
  

• Initial Complaint

  Date:12/20/2022

  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.

  ************ ******** *** signed up with Verizon business phone and internet in June 2022. There was no mention of any contracts while signing up. When we called to end their services- Verizon informed us that without our consent/signature they signed us up for a 2-year contract. Verizon notified us that we would have had 30 days to cancel from start of service. Verizon also informed us about the contract on our first bill which was mailed after ******************************* conclusion Verizon never had our consent/signature to sign us up for a contract. Verizon informed us about the contract after 30days in writing as part of a 7-page bill, which we never read. Even if we had read the bill, we would not have had the opportunity to cancel their services because Verizon only allots customers 30 days to cancel. $1161.72 fine is imposed by Verizon, this is preposterous - I want this reversed. Account Holder: ************ ******** *** Account Number: **************

  

  Business Response

  Date: 12/19/2022

  ******** *** **** ****** ******** ****** ** ********** **** ***************************** ******** ** ***** *** ********* ** ***** *** ************         ********* ** ********
  *** ************:
  Thank you for contacting Verizon Wireless (VZW). This letter is in response to the above-referenced complaint for *********************. This concern is related to a Verizon Landline account (*******************) and was served to Verizon Wireless in error. We ask that this complaint please be redirected to our Verizon ***************** at the address of ******************************************************************* for handling. Please let us know if you any questions or concerns. 

   

  Thank you,

  Verizon Executive Relations 
  
  Tell us why here...

  

  Business Response

  Date: 12/22/2022

  After reviewing the early termination fee assessed, I was able to locate **************** billing statements for ************ Pharmacy. On his June 30, 2022 billing statement, which was the first initial statement ************ received, the beginning of the new agreement terms were listed. That billing statement also notes: "Some of your services include special pricing based on a 2-year auto-renewal Term Plan. To continue to receive these discount rates, you must maintain these services through the Term commitment period(s) noted below. If you disconnect your services before the end of your commitment period, you will be billed a Termination Fee of 35% of the base monthly charges for the remaining commitment period. Solutions for Business Line(s) Commitment Period thru June 7, ****. Basic Internet 2 Yr. Commitment Period thru June 02, ****."
  
  It is Verizon policy that if a client would like to opt out of their initial agreement, they have 30 days after setup to opt out. ************ did not do so, and he was notified of the agreement terms via his first billing statement. It was stated in the June 30th billing statement that an early termination fee is accessed if the agreement is terminated before the term commitment is completed. With the findings presented, Verizon will be sustaining the early termination fee charges. ************ has been notified of Verizon's resolution and the case will be updated and closed as resolved.

• Initial Complaint

  Date:12/15/2022

  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.

  i applied for the ACP benefit for internet services. i applied on lifeline as required. when i tried to use the information on my verizon account number i kept getting error messages. the verizon site claims the information on my ACP application did not match what i used on verizon. i complained to the FCC with no resolution. verizon insists i must call them to resolve this issue. i repeatedly told verizon i am hearing impaired and unable to hear on the phone. they insist they can not respond via email or text for "security reason". which is ludicrous. trying to get verizon to fix this issue has dragged on so long that lifeline cancelled my ACP benefit for not using it. and now they too say i have to call them to recertify. these companies violate the ADA and are not held accountable.

  

  Business Response

  Date: 12/16/2022

  We have advised the customer of our resolution and options for relay services.  Verizon's stance on this matter still stands, and has not changed. Any and all further cases will be responded to with the same resolution. 

  Customer Answer

  Date: 12/16/2022

  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 insist on a phone call.as a hearing impaired person  this is not an option.  As a senior citizen  living alone  there is nonone to ctall for me.the Verizon  website also kept insisting  my information  was wrong when it was not. Instead  of a reasonable  accommodation. Verizon bloated the ADA. 

   

   

   

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

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

  

  Business Response

  Date: 12/19/2022

  We have advised the customer of our resolution and options for relay services. Verizon's stance on this matter still stands, and has not changed. Any and all further cases will be responded to with the same resolution.

  Customer Answer

  Date: 12/19/2022

  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:  verizon is unwilling to    provide reasonable accommodation  in violation of the ADA

  [Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  Date:12/14/2022

  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 canceled my **************** with Verizon in September. I tried to switch to a business account, but no assistance was provided. I requested instructions to return the router, was told to take it either to a store or **** I followed the instructions and drove to *** in ****** only to return the router first week of September. Theyre at ****************************************** in ********. This visit was still in my Waze history. A young man, about 6ft tall with light brown hair grabbed the equipment and assured me that I did not need a box. He simply gave me a number, which I kept for two months, but my cleaning lady may have accidentally discarded it. Because I did not hear back from Verizon, I was confident that they received the router and there should be no more issues. I was wrong. Despite calling customer service twice, I am still receiving bills that state the router was not received! Again, I did return the equipment and am not responsible for Verizon losing it! I had no incentive to keep it whatsoever and do not want want be harassed with this bill anymore! I even drove to freehold *** to get a duplicate receipt, but the manager informed me that they received so many similar requests from former customers that they would no longer print such receipts. This has raised a red flag to me. Based on the managers information, Verizon has a pattern of targeting vulnerable customers, who may or may not have kept the tracking number after the drop. Because there is no digital receipt provided for this transaction, Verizon has a chance to run a phishing operation by trying to extort money from former customers, who may no longer have this slip. This would amount to fraud and as such should prompt the Attorney Generals attention. It is clear that Verizons customer service either no longer exists or the company acts in bad faith. Theyre not honest. I want them to stop billing me for the equipment I diligently returned and adjust my account accordingly! This must stop! Thank you.

  

  Business Response

  Date: 12/20/2022

  Dear BBB 

  I have reviewed the notations on the account and it looks like the equipment charges were reversed on 12/14/2022, this should resolve your concern. 

  Thank you for using Verizon! 

  Verizon ERT 

  Customer Answer

  Date: 12/22/2022

  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:12/14/2022

  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.

  In September I notified them we would be at the beginning of October. I inquired about service at the new location. I was told that they couldn't provide service there for at least 3 months. Obviously we are a business and can't be without service for any amount of time. So I told them I would get another service (which I did, *******). But they continue to send me bills. I have returned their bills with the message that we no longer had their service. My account number *******************. Thank you

  

  Business Response

  Date: 12/21/2022

  Thank you for referring the complaint of Fran Cohen to our office for review. We appreciate this matter being brought to our attention.  In her complaint, *** ***** expressed concern over continued billing for her account with us (*************) after she had requested disconnection of her service in October 2022 and moved to another office location with a new service provider. 
   
  Per our investigation, after reviewing call record notes associated to her account, we found call communication from September 19, 2022 between *** ***** and our Customer Service Center.  *** ***** had communicated that her office building location was being sold and she had to vacate the building.  She told our Customer Service Center that she would be moving to ** ******* **** *** **** ********* ** ***** and wanted to see what our pricing plan would be to move her current services a* *** ** *** **** *** **** ******* ** ***** to the new address.  We provided initial pricing to *** ***** and *** ***** said she had received a lower bid from a competitor.  Our Customer Service Center then consulted with our internal Retention Help Desk to verify if services could be moved and for a possible better pricing plan.  After checking our internal billing/provisioning systems it was determined that the current Business Digital Voice (BDV) service was available at the new service address, however, the current telephone lines were not in the same local switch exchange serving the new service location. This meant that Verizon could not move and re-install her six existing telephone lines and *** ***** would need to obtain new telephone numbers to maintain her existing BDV service at the new office location. 
  
  Ms. Cohen states she was told by Verizon that it would take three months to move the services and with this information she decided to move forward with an alternate service provider.  After consulting our Customer Service Center and Retention team we have no record of communicating to *** ***** that it would take three months to move her services. We only communicated to *** ***** that we could not move her existing telephone lines and she would need to obtain new telephone numbers to keep her Business Digital Voice service. On September 23, 2022 we have record of *** ***** porting three of her six BDV lines to an alternate service provider under order *************.  We have no further record of *** ***** calling our Customer Service Center to request disconnection of her remaining services under her account.  
  
  Per our telephone conversation with *** ***** on December 19, 2022, she stated she had been mailing our bill statements for October and November 2022 back to the Verizon remittance address requesting disconnection of her account.  This is not the correct process for customers to request disconnection of their services per our statement on the first page of each bill statement which states "Return only this stub with your payment. We will not review or honor other written notifications. Visit ************.  We reached out to our Business Office on December 19, 2022 and they called *** ***** and confirmed that she wanted full disconnection of her remaining services with Verizon and disconnect order ************* was placed and completed the same day.  *** ***** is responsible for payment on all remaining charges on her account up until December 19, 2022 in the estimated amount of $543.93 and all and any early termination fee charges for termination of services prior to terms and conditions contract expiration.  
  
  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.