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

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

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:10/16/2022

  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 filed bankruptcy (chapter 7) back in July 2, 2022. I noticed there wasnt any adjustments made to my account once filed. I contacted Verizon several times regarding this matter. I then filed for the ATc assistance. The rep explained that they went back and credit my account $160 for the charges. Moving forward my services were then interrupted for a balance of $490. I ***** understand because once again Ive been calling regarding the account. The rep then explained that a balance in July of 375 was owed. I filed bankruptcy again in July. I never received a zero balance, in which my bankruptcy attorney is looking into. The reps were not helpful at all in explaining the situation. Didnt try to work with me to get services turn back on. One of the supervisors kept putting me on mute as she laughed about my situation. I then asked her for the number to corporate. I call back to customer service escalation department. The rep told me he knew nothing about bankruptcy and then review my acct in which was the worse. He saw credits applied to the acct. With the bankruptcy in place in July, The *** essential, and the credits on the acct my balance is still almost $500 unbelievable. Ive been without service for almost 5 days. My kids need internet service for schooling and working from home. The reps ***** want to support me on a payment arrangement. This has been the absolute worst experience Ive ever had with Verizon.

  

  Business Response

  Date: 11/11/2022

  ******* ********* ********* **** ** ******** ********************** ** ***** ******** *** **** ***  ************************* **** ************** ******* ** ****** *** ******** ********* ******* *** ****
  
  
  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 billing concerns.
  
  Please be advised, we contacted ************************* and were able to review her billing concerns and provided appropriate credits. ************************* 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:10/15/2022

  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.

  Order number: ************* Date of occurrence: October 11, 2022 After 3 prior failed attempts at installing for various reasons Verizon finally decided to get it done right on Oct 11. I flew from TX to NJ where my new house is just to get Fios installed and they not only made me wait ALL day, but didn't even bother showing up, calling or apologizing. Wasted my time and money.

  

  Business Response

  Date: 10/25/2022

  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 the installation of FIOS service that was to occur on 10/11/2022 that was not completed.  

  
  Please be advised, Verizon has confirmed the order was not successfully completed due to an internal system assignment. The order was then cancelled on 10/12/2022 via our online chat team upon request.  It is with our sincere apologies that we were unable to fulfill this request to meet the needs of *** *******. *** ******* has determined to have services provided by another company. We appreciate the feedback that has been provided and will address this matter internally for a better customer experience.    
  We trust that this information will assist you in the closing of this complaint.
  
  Sincerely,
  
  Verizon Executive Relations

  Customer Answer

  Date: 10/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is bullshit because the only reason they contacted me is because I posted on BBB. No matter there isn’t anything they are willing to do so the matter has been resolved.
  
  Sincerely,
  
  ******* ****
  
  
  
   
  
  

• Initial Complaint

  Date:10/15/2022

  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 have had 2 apartments in New York City. 1 address *** *********** ***** *** ** ******** ** ***** 2 address ** **** ****** *** **** *** **** ** *****. I have had 2 accounts with Verizon Fios. 1 address 200 MBPS Speed 2 address 1 TBPS Speed. My lease finished at address number 2. Thus, I called VERIZON and told them to cancel the internet on Address number 1. And transfer the internet from address number 2 to address number 1. What did the dumb representatives of Verizon did? Screwed me up big time!!! Gave me a head ache, anxiety, lots of stress! Verizon canceled internet at address 2 kept address 1. Also, they owed me $100 gift card promotion for address 2, and for address change I was eligible for $200 gift card!!! Never ever received, now internet is 200 MBPS speed and im getting ripped off for 1 TBPS speed!

  

  Business Response

  Date: 10/27/2022

  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 correct package for his Fios services after disconnecting one account, and a promotional gift card. 

  
  Please be advised, we have reached out to ** ******* and presented him with the proper and available options that suits his service needs.  We made all the necessary adjustments to his account, and ** ******* was satisfied with our resolution.
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  
  
  Sincerely,

  
  
  Verizon Executive Relations

• Initial Complaint

  Date:10/15/2022

  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 signed up for Verizon Fios based on their channels available. This was mostly to watch sports including on CBS. Their service includes a termination fee. Now that CBS is not included I expect a reduction in the price of my service as they are not offering what I paid for. I missed imprints games this Saturday and Sunday due to this loss in service.

  

  Business Response

  Date: 10/18/2022

  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 regarding *******. 

  
  
  Please be advised, We have agreements with TV providers to bring you the programming choices you have on Fios today. We have to periodically renew these agreements to continue providing this programming to you at an affordable price. ******* has proposed charging as much as 64% more for its programming. Verizon remains committed to making these channels available to our customers, but simply cannot agree to such unreasonable increases.
  
  
  We understand you have a choice for home entertainment and appreciate you choosing Verizon. Rest assured our goal is to quickly reach a fair agreement to return ******* Media Group channels to Fios TV and we will post any updates on verizon.com/*******.
  
  
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  
  
  
  Sincerely,
  
  ***** ** 
  
  Verizon Executive Relations

• Initial Complaint

  Date:10/14/2022

  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.

  Hello, The reason for this complaint is for inferior workmanship provided by a third party vendor contracted by Verizon. I had issues with my home phone service. My line was very noisy. Verizon determined that the issues were in a splice in my front yard. Verizon came and made repairs which corrected my issues. This is when my issue starts. Verizon had to cut out a piece of sidewalk to make repairs. Their contractor came and installed concrete after the repair was completed.( I was not home when sidewalk was replaced) The sidewalk repair was terrible, and not acceptable. I then called Verizon with my concerns. I have talked with 3 different people from the repair team during the weeks of 9/26,10/3 and 10/10 to be told someone would contact me to arrange a visit to view my issue. To date this has not happened. The weather is getting worse, and ultimately the sidewalk will be my responsibility. Please help. Mike Michaels

  Customer Answer

  Date: 10/31/2022

  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,
  
  ******* ********  
  
  

  Customer Answer

  Date: 10/31/2022

  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:10/12/2022

  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.

  I was a Verizon business customer for many years. Account *************. Due to COVID-19, I shut my business down in January of 2022. On 1/14/22 I called Verizon to cancel my service. They stated there was an early termination fee, however I disagreed as my initial contract was already over by that time. They said they would look into it and get back to me, but they never got back to me. I contacted them again multiple times and they continuously failed to provide more details on why they claimed I was still under contract.  I am shocked they continued to bill me for service that was never used or received after 1/14/22. When I asked them to cancel the service, they continued to bill me and now sent the bill to collections. Please help correct this situation with Verizon. I feel Verizon has forced or slammed a contract on me without my approval. They have also refused to cancel the service when I called to cancel on 1/14/22 and continued to bill me while my business was closed. Thanks

  

  Business Response

  Date: 10/20/2022

  Good Afternoon,
  
  After reviewing the early termination fee assessed, I was able to locate *** ***'s billing statements for **** *********** Incorporated. On his June and August 04, 2021 billing statements, he was notified of his contract expiration and upcoming auto-renewal. The billing statement also notes: "Some of your services include special pricing based on a 2-year Term Plan that will automatically renew for another 2-year commitment period from the date(s) shown below. If you wish to cancel your next Term renewal and discount, please call us at the number listed on your bill 30 days prior to 60 days after the date(s) listed. We can then move your service to a month-to-month rate plan. Otherwise, no action is needed and your service term will renew at the applicable Term discount rates."
  
  The next billing statement *** *** received, which was September 04, 2021, was the beginning of the new agreement terms. 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."
  
  It was advised via the June and August 4th billing statements that if *** *** did not wish to renew his term agreement, he had 30 days prior and 60 days after his commitment period expiration date to opt out. He did not do so, and he was notified of the agreement terms if the agreement were to renew. It was stated in the September 4th 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.
  
  Thank you,
  
  ********* ******
  
  

• Initial Complaint

  Date:10/09/2022

  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 ordered a phone online and have gotten the run around for 72 hours. Online the promotion stated that I would pay $5 a month for the phone. When I picked up the phone it stated that I will be paying $25 a month. I called Friday and never received a call back from a supervisor. I called Sunday and was speaking to a supervisor who had me on hold for 20 plus minutes then hung up and did not call back. When I called back I was told that it would 24 hours before I got a called back in still waiting for a call back from Friday. I want to return the device and get a refund for the Money I spent

  Customer Answer

  Date: 10/10/2022

  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:10/09/2022

  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.

  My Verizon services went out on 7/21/22. A tech visited my home on 7/22/22 and determined the issue to be with a connection between a junction box, on the main road, and the central office (no issues at my home). Later in August, there was a $15 additional charge on my bill for Inside Wire Maintenance (IWM). I did not request this service, and it was added fraudulently to my bill (without my knowledge or consent). I contacted Verizon, through chat on 8/8/22, explained the situation, and they credited my account while giving assurance that the IWM was no longer on my account, and I would no longer be billed for it. On 9/9/22, my following bill contained the same additional $15 charge for IWM. I contacted Verizon by phone and spoke with a representative by the name of Morant. She reviewed my account, credited the account for the $15, and assured me, once again, that the IWM was no longer on my account and I would not be billed again for it. On 10/9/22, my subsequent bill contained the same additional $15 charge for IWM. I contacted Verizon again, by chat, explained the situation, and the representative reviewed my account, credited the account and assured me again that it was an error, the IWM was not on the account, and I would no longer be billed for it. I believe 3 months is long enough for them to rectify the situation. However, each month I am spending time contacting them, explaining over again, and requesting a resolution, which doesn't seem to be happening. If they have done this to me, how many other customers are being charged, unknowingly, for IWM that they did not request or approve. This practice is FRAUD.

  

  Business Response

  Date: 10/10/2022

  Dear BBB,
  
  Thank you for referring the complaint of **************************;to our office for review. We appreciate this matter being brought to our attention. She reported that the internet and phone had gone down. She stated that this had been a continuous issue and had not been resolved.
  
  Upon speaking to her, she informed us that the issue had been cleared. She also stated that it would likely happen again due to the issues intermittently occurring. We explained that this is due to the copper cables. While we would not be replacing the copper cables, we would attempt to address and clear any issues with her service. We checked to see if there were plans to build Fios at her address. We currently have no plans to build Fios there. This could change in the future.  
  
  We trust that this information will assist you in the closing of this complaint.
  
  Sincerely,
  
  Verizon Executive Relations

  Customer Answer

  Date: 10/20/2022

  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,
  
  ***************************
  
  
  
   
  
  

  Customer Answer

  Date: 11/16/2022

  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:

  Hello,
  
   
  
  When I accepted the resolution to this complaint, at the time I assumed that it had been taken care of by Verizons Executive office.
  
   
  
  However, when my November bill generated, there was an unauthorized, fraudulent charge of $99 for a Technician Visit on 10/10 that never occurred.
  
  I have made multiple attempts to contact the Verizon representative back, but have gotten no answer and no option to enter her extension.
  
   
  
  Being that I am still being charged fraudulently, the issue is not resolved.
  
   
  
  Thanks,
  
  ****************************** 

   

   

   

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

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

  

  Business Response

  Date: 11/17/2022

  Dear BBB,
  
  
  Verizon provided a response to this matter on October 19, 2022, and we have conducted a full and thorough investigation into the customer's matter and found subsequent evidence to overturn our original decision to credit **************** back the ********** charge for October 10, 2022.  Verizon empathizes with the customer's continued concern.
  We trust that this information will assist you in the closing of this complaint.
  
  
  Sincerely,
  
  Verizon Executive Relations

• Initial Complaint

  Date:10/06/2022

  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.

  Verizon phone an internet got interrupted a few years back. Verizon sent their agent to fix the issue. After that every couple of months service gets dropped. Staff is sent to repair, and the issue repeats itself. Internet/ TV has been intermittent for the past week. It dropped off yesterday, and it is totally off right now. Each Verizon's employee says that defective equipment has been installed at home. Between my business, cell phone and home, I pay Verizon more that $1,500 a MONTH. I request that this issue be solved by some professional staff, and my service be restored immediately.

  

  Business Response

  Date: 10/20/2022

  We dispatched a technician to diagnose and repair the issue. They located a low light buried cable that was causing problems and replaced it. 

  Customer Answer

  Date: 10/21/2022

  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:10/04/2022

  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.

  I have had internet service at my home provided by Verizon for nearly 4 years since January 2019. For ease of use, I had enrolled my account in AutoPay and it seems to have worked smoothly for more than 3 years until the summer of 2022. During the summer I was informed that my AutoPay was no longer being processed correctly. This was very surprising to me because I had provided my bank information for purposes of AutoPay and I was still using the bank account for all household expenses. Because my Verizon account had a $10 autopay discount, I was now being charged $64.99 as opposed to $54.99. Nevertheless, when I called Verizon on August 3rd, I made a one-time payment of $119.98 ($54.99 for bill dated June 11, 2022 and $64.99 for the next bill dated July 11, 2022). I also provided the information that would let the customer service rep set up autopay. However, upon receiving notice from Verizon, today I called their number again only to find out that the auto pay had never been set up even though on August 3rd when I called, I had asked for auto pay to be set up. Now I am being asked to pay an additional $10 for these last two months because I am no longer receiving the benefit of the $10 auto pay discount. This is beyond frustrating to me. The account has been enrolled in autopay for more than 3 years and I shouldn't have to pay $30 extra because Verizon screwed up and didn't manage the auto pay correctly on their end. I am looking for a refund of $30 that I was overcharged for the last three months because of auto pay not being set up properly by Verizon. At the very least, after I called on August 3rd, 2022, auto pay should have been set up but it wasn't and that is my main problem. At least, I am asking for a refund of $20 for the last two months - August and September - as it was my goal to have auto pay set up. If I am not issued a refund, I will complain with the Pennsylvania Attorney General's office, the Federal Trade Commission, and the FCC.

  

  Business Response

  Date: 10/05/2022

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