Important information
- Customer Complaint:Please be advised that due to a high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.
Complaints
This profile includes complaints for Verizon Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,488 total complaints in the last 3 years.
- 1,332 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/28/2024
Type: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 August 17, 2024, I requested changes in my Verizon services (i.e., Triple Play: Verizon Freedom Essentials, FIOS Internet, ********* For Triple Play: Verizon Freedom Essentials, FIOS Internet, ******** the monthly charge communicated to me was $134.99.On August 20, 2024, during my installation, an update to my FIOS order was made based on a discussion with the technician. As a result for Triple Play: Verizon Freedom Essentials, FIOS Internet, ******** the monthly charge is updated to $84.99.However, when I received the September 24, 2024, bill, the Triple Play: Verizon Freedom Essentials, FIOS Internet, ******** monthly charge was $134.99. When I called Verizon customer service and explained that the monthly charge for Triple Play: Verizon Freedom Essentials, FIOS Internet, ******** was changed from $134.99 to $84.99 per the technician, Verizon did not honor the updated monthly charge of $84.99 for Triple Play: Verizon Freedom Essentials, FIOS Internet, ********
Business Response
Date: 09/04/2024
Dear BBB,
Thank you for referring the complaint of ***********************;to our office for review. We appreciate this matter being brought to our attention. ***** ********************** concern about a request to honor a recently received price quote for bundled services on the account.
Please be advised, that we have reviewed the submitted price quote on the account as discussed and have corrected the found error in billing on the account for ******************. We have also provided confirmation of the applied correction to the account as discussed with ****************** as well.
We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at *************** or the My Verizon app. Thank you.
Sincerely,
**********
Verizon Executive Relations TeamCustomer Answer
Date: 09/04/2024
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:08/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to express my ongoing frustration with the incorrect billing charges that have been repeatedly applied to my account. Despite returning Verizon equipment several months ago and receiving multiple credits, the charges continue to reappear on my bill.I have spoken with numerous supervisors and customer service representatives, each time being assured that the issue would be resolved. However, the problem persists, and I am now being informed that my account may be suspended due to these charges.I have received several emails from Verizon confirming that the returned equipment has been processed, yet the charges remain. This situation has caused significant inconvenience, and I am seeking immediate resolution.Business Response
Date: 09/19/2024
******* ********* ********* **** ************************************************************************** ********* *** **** *** ******* ****** ******************************** ***************** ****** *** ******** ********* ****** *** ****
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 for unreturned equipment.
Upon reviewing ********* account, ********************** sent email notifications on 6/25/24 and 8/5/24 thanking the customer for returning the Fios video equipment. The notifications advised that the return was now complete and there was nothing further that ******* needed to do, and unreturned equipment charges that have been applied to her account will be removed. According to our records, we confirmed that 2 *************** set-top boxes were returned as of 6/25/24.
Based upon our investigation, on 9/18/24 we applied a full credit for the unreturned equipment charges that were billed on the 7/16/24 statement. We spoke with ******* on 9/19/24, she confirmed that she received notification of the credit applied on 9/18/24. Due to the credit being applied after the 9/16/24 bill was generated, the credit will be reflective on the 10/16/24 statement. We provided ******* with her current balance due for internet services per the 8/16/24 and 9/16/24 bills. ******* advised that she understood, and had no additional questions or concerns.
We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at **************************** or the My Verizon app. Thank you.
Sincerely,
****** *.
Verizon Executive Relations TeamInitial Complaint
Date:08/22/2024
Type: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.
**** was adjusted to remove my work discount for no reason. Customer agent was no help and wasted my time. Seeking to have my bill set back to normal and a refund for what i was overcharged. Otherwise I will cancel my account and dispute the charges.Customer Answer
Date: 08/22/2024
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:08/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to dispute a fraudulent account reported by PLAZA SERVIC (Original Creditor: ***********) on my TransUnion credit report. I am a victim of identity theft and have filed a complaint with *****************. Enclosed are copies of my identity theft report and supporting documentation.The details of the fraudulent account are as follows:Creditor Name: PLAZA SERVIC (Original Creditor: ***********)Opened Date: 7/25/2022 Account Number: *******This account was not opened by me. Under the Fair Credit Reporting Act (FCRA) 605B, I request that this fraudulent account be blocked from my credit report. According to 611 of the ***** an investigation into this dispute should be conducted.Business Response
Date: 09/04/2024
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 fraudulent account that has been credit reported.
Please be advised, that we reached out to the customer by email on 08/23/2024, 08/26/2024, 08/29/2024, and 09/04/2024 and have yet to receive a response back so we are considering this matter as resolved.
We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at *************** or the My Verizon app. Thank you.
Sincerely,
Verizon Executive Relations TeamInitial Complaint
Date:08/21/2024
Type: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.
FIOS Internet: Have talked to 3 different people over the past months to get a shipping label to return a digital adapter I no longer use and an old remote and to deduct the $7.99 monthly fee they are charging me for this obsolete piece of junk I no longer use. Each person says its handled and nothing happens. have tried to get a supervisor with no cooperation. Also want a paper bill that supposedly handled but wasn't. So I want a mailing label and box to return the equipment, I want $7.99 deducted from my bill, I want reimbursed $7.99 x the number of months I've been jerked around by these people and I want my bill in paper form. They keep sending me to a call center in ***** where its difficult to understand what they're saying, typical of a monopoly where they don't have to care about customers.Business Response
Date: 08/30/2024
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 return label for his digital adapter and de-enrolling in paper free billing.
Please be advised, on 8/22/24, a shipping return label was emailed to ************. On 8/30/24, we spoke with ************ who stated he sent in the digital adapter with the return label we sent. We were able to confirm that the digital adapter was received and he was de-enrolled in paper free billing. ************ stated that he had no more questions/concerns and gave authorization to close out his concern.
We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at www.verizon.com or the My Verizon app. Thank you.
Sincerely,
******************
Verizon Executive Relations TeamCustomer Answer
Date: 08/30/2024
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.******* from Verizon was very helpful, kind and professional and I appreciate how she handled this. The case should be closed and I an ver happy with the way it was handled.
Sincerely,
***************
Initial Complaint
Date:08/19/2024
Type: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.
Im writing because I dont know what else to do. More than a month ago, Verizon sent a new cable TV box to my address, requiring that I watch a video and hook up the device myself. Im not technically astute and realized the task would be difficult. So I called Verizon to ask if they could send someone to help. I tried and tried and never could connect with a real person. I put the equipment on a shelf.On Aug 10, I was unable to access Verizon cable TV, the next day, I ordered ********* Monday the 12th, I followed online advice to take equipment to **** but found out at the store that you must have a number from Verizon to drop the equipment off. So back to online, phone, etc, attempts to get that number and cancel my cable TV service. *** tried three extended times chat box, online account options, waiting on the phone, getting failing call backs without EVER talking to someone who can help. These attempts include today and I am livid about the way a grossly profitable company can effectively evade service minimums and continue to charge me for equipment and services that Ive tried repeatedly to cancel/return. Please advise,*******************************,Long-time FIOS customer on *************************** just wanting internet services.Business Response
Date: 08/23/2024
We spoke to the customer regarding her inquiry. Customer is satisfied with our
resolution, and has no further concerns.Sr. Analyst - Verizon
Customer Answer
Date: 09/03/2024
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:08/18/2024
Type: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.
Its been more than 3 months i was charged for ***** but the agent came to my house promise me ***** only for 1G internet.. Ive been asking for help to fix it but the guy just keep sending me link to do it myself. And hes not replying most of the time I have to message him a lot of times before replying but now he totally not responding anymore, but the guy ( name is *******) promised me that any problem I can call him anytime. Now he doesnt care anymore. The ***** he promised I didnt get it. I was charged ***** monthly. I called the customer service but also send me a link to do it. I tried to do it many many times but still I cant do it. And no one is helping me. Its the nurses discount they promise to us. Mh husband works at the VA NY as nurse manager. They said we are eleigible to get the discount but now its been 3 months our bill is *****. This August is still *****. Please help us. I tried doing it myself but whatever I do still not going through. Even I added it in cart but cart still empty. And k cannot click the check out button. Please help. I wont file a complaint if the agent is trying to help me step by step. But hes not replying.Business Response
Date: 09/24/2024
******* ********* ********* **** ****************** ***************** ********* *** ****
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 nurse discount.
Verizon is committed to providing quality customer service and appreciates the opportunity to review the customer's concern. Over the past few weeks we have made several attempts to contact the customer at the Can Be Reached Number but was unable to reach the customer. Although we were unable to reach the customer I have learned that the account has an existing $10 Loyalty Discount which cannot be combined with the TWS(Nurse) Discount. If the customer would like to have the nurse discount added to the account the loyalty discount would need to be removed from the account. We apologize in advance for the miscommunication about the overall cost of the customer ********************.
We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at **************************** or the My Verizon app. Thank you.
Sincerely,
*****
Verizon Executive Relations TeamCustomer Answer
Date: 09/24/2024
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:]Yes they gave me $10 discount only, but the promise was $15 nurses discount. Thats agent didnt tell me that it cannot be combined. He told me once it was approved I will get the discount. I want to get refund from previous moths that they overcharged me. This is not right. I was offered by ******* for 6months free just not to transfer to Verizon and I declined it thinking I will get more discount from them. Their internet was not that fast too like what the agent promised. They are fooling customers. That agentTswenag told us 100 gadgets can be connected to wifi without any problem. I dont even have 30 gadgets connected and still having problems with internet. I have some missed calls from them too but everytime I return their calls , no one answers only machine or I will be connected to an agent **** dont know anything. Thats why i tried to contact them trough chat. Thats when I get the $10. Their customer service *****. Theyre leaving a number and an extension but once you call **** back no one answers. Ridiculous!!!
Sincerely,
****** **** **** ******* **** ****
Business Response
Date: 11/11/2024
******* ********* ********* **** ****************** ***************** ******** *** ****
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 having issues with the discounts on the Verizon services..
Please be advised, we were able to combine the nurse discount with the Internet loyalty discount. We also applied an adjustment for the nurse discount for 2 months. We communicated with the customer over email and advised the nurse discount was added to the account. Again we apologize for the inconvenience this matter may have caused our customer.
We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at **************************** or the My Verizon app. Thank you.
Sincerely,
.
Verizon Executive Relations TeamInitial Complaint
Date:08/16/2024
Type: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. They gave me a plan with a 2 year price guaranty but no contract or agreement. Now when I want to cancel it a year later I am being told that I had signed up a verbal agreement for 2years because the initial paperwork has a 2yr written next to the monthly charge. There was no agreement discussed when i signed up and was a purely month to month plan. I want to cancel this plan as I am not using it but they say i have to pay 350$ to cancel it as early termination.Business Response
Date: 08/19/2024
Good Afternoon,
After reviewing the early termination fee dispute submitted, I was able to locate ****************** billing statements for Chantilly Family Medicine. On ****************** August 24, 2023 billing statement, he was notified of his contract expiration and 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. Fios Internet 200M/200M - 2YR Commitment Period thru August 23, 2025."
It was advised via the August 24th billing statement that ************** was covered by Verizon's money back guarantee should he disconnect his service within the first 30 days. However, ************** did not do so. Additionally, it was noted 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:08/15/2024
Type: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.
Purchased a hotspot from Verizon with intention of using Service for only one month.Hostpot is fully paid of.Tried to cancel service before end of one month at the Verizon store but they refure, telling me to call.I called Verizon, before end of first month, but I was simply bounced around by the robot.Was able to cancel a couple days later but that was after the 1st month.Agent cancelled service but did not inform me that I will still be charged the rest of the month and that the service is still actie.This led to me having a bill for unused service for the whole month of JulyBusiness Response
Date: 08/16/2024
Dear BBB,
Thank you for contacting Verizons Office of Executive Relations regarding **** *********'s complaint. In the complaint, received on 08/15/2024, *************************** expressed concern regarding having difficulty disconnecting a Verizon service connected to a mobile hotspot.
Upon further review, weve determined the customers concern should be addressed by our Verizon Wireless team. Per BBB guidelines, please forward Dino *********'s complaint to the appropriate Verizon Team.
****** *************************************************** ******** ** ** *** ** ******* ******** **********
We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
Sincerely,
Verizon Executive Relations TeamInitial Complaint
Date:08/13/2024
Type: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.
Got verizon Fios internet made payments. i had to move so i made a payment then inquired about if they provided service to my new address when then i was told they didnt I canceled. Now they have sent an invalid debt to a collection agency and refuse to admit they made a mistake and still claim i owe for service i dont have.Business Response
Date: 08/27/2024
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 regarding the final balance on the account ending in ********. The customer states he
made payments to the account after establishing service and cancelled the service upon relocating to another location. ******
***** states the account was sold to a collection agency and believes the balance owed is for services he doesn't have.
Please be advised, Executive Relations spoke with *********************** via telephone on August 20, 2024. During the interaction the
customer confirmed his concerns and our office agreed to review his concerns and follow up directly with a resolution once
available. Upon further review, our office identified the following: the account ending in ******** was established in June 2023
and only one payment was made to the account in August 2023. Our records indicate the account was disconnected in February
2024 for nonpayment and the balance owed is for services rendered along with unreturned equipment charges. The account is
currently with an outside collection agency.
On August 27, 2024, Executive Relations spoke with *********************** and confirmed the charges are valid as our records do not
identify the equipment was returned and one payment was made to the account. Additionally, our records indicate numerous
correspondence was sent to *********************** via email in January 2024 and February 2024 advising of the return of the equipment to
avoid unreturned equipment charges. Our office advised we are willing to waive the charges for the unreturned equipment charges
if *********************** can provide documentation confirming the equipment was returned. *********************** expressed dissatisfaction.
We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they
may contact customer service at ************ or online at *************** or the My Verizon app. Thank you.
Sincerely,
Verizon Executive Relations Team
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