Complaints

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

close

Find a Location

Verizon Communications has 272 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Verizon Communications

  140 West Street New York, NY 10007-2141

  
• 

  Verizon Online/Fios/DSL Services for Metro Washington DC

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

• 

  Verizon Online/Fios/DSL Services for Metro Washington DC

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

• 

  Verizon Online/Fios/DSL Services for Metro Washington DC

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

• 

  Verizon of Pennsylvania

  900 Race Street Floor 9 Philadelphia, PA 19107

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/31/2024

  Type:Customer Service 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.

  Hi I want to file a complaint and dispute there i have a order pending order I paid off my bill now they said there going back from 6 years ago and now there going back and to2019 and I want help why this order wont be release or I want my money back I paid for

  

  Business Response

  Date: 08/01/2024

  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 a Verizon order to restore service being delayed.
  
  This is a filing (********) for *** ***** is a duplicate of filing (********).  Verizon is working on the first filing (********) and will respond on this complaint ID.  We are sending a response to close the duplicate filing.
  
  We trust this information will assist you in closing this complaint. We apologize for any inconvenience ********************* experienced regarding the above matter.

  Customer Answer

  Date: 08/01/2024

  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:

  [Your Answer Here]im not happy because i have seizures and have a medical issue need help with getting Serivce asap

   

   

   

   

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

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

  

  Business Response

  Date: 08/02/2024

  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 a Verizon order to restore service being delayed.
  
  The following response represents Verizons full investigation and resolution of  *** *****s dispute. Please be advised that the customer has been notified that **********************'s position is final and no further action will be taken.
  
  We spoke with *** ***** about his request for service.  *** *****'s new service order was on hold due to a unpaid balance from a previous account.  ************** was aware of the old account.  We told *** ***** that this balance will need to be paid before he is eligible for service with Verizon Communications.
  
  We trust this information will assist you in closing this complaint. We apologize for any inconvenience ********************* experienced regarding the above matter.
  
  

• Initial Complaint

  Date:07/30/2024

  Type:Sales and Advertising 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 parent's price has increased every couple of months without explanation. When I called into the customer support line they kept insisting that this was the market value. Additionally they cut a 10$ discount half. As a result of these changes the price has increase at least 3 times within the last 12 months. I would like my price to be lowered and a guarantee that it will not increase arbitrarily. My service has not improved and yet they continue to increase how much they're charging

  

  Business Response

  Date: 08/12/2024

  We spoke with the customer regarding their inquiry. They advised their concerns have been resolved. 

  Customer Answer

  Date: 08/12/2024

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

  

  Business Response

  Date: 10/08/2024

  We have cared for their concerns. However, our attempts to reach the customer have been unsuccessful. We have advised the customer of the resolution, and provided our contact information if issues still exist.

  Customer Answer

  Date: 10/17/2024

  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.
  
   
   
  
   
  
  I'd like to mark the case as resolved ********. I was able to reach out to Verizon and get a satisfactory conclusion. Can we mark the complaint as closed and I am satisfied

• Initial Complaint

  Date:07/30/2024

  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.

  On Mar 30th, 2024, I opened a new verizon fios internet account and opted to receive a target gift card which verizon. An offer that was made to new accounts. A day after the gift card was to be redeemed, my verizon account was hacked and I believe by Verizon and this target gift card was redeemed by a fake email that was not mine. I only noticed two days later that somebody had hacked into my verizon account and changed my email and security question. I immediately contacted verizon about it and urged them to investigate the hack because I feel extremely unsafe with verizon as a customer. I requested they send me a new target gift card but they instead sent the gift card with zero dollars on it. They still have not gotten back to me about the hack like they said they would. I called the 3rd party company that issues the gift cards and they said they sent the gift card to a strange email that verizon had sent them and that verizon would have to send them a new request in order for me to get a new gift card. I am the point where I would not mind canceling my verizon account and switching to a different company if they verizon cannot fulfill their promise. I just don't need them coming after me for a $200 target gift card that they never gave me. It's ridiculous that a company as big as verizon would scam customers out of gift cards.

  

  Business Response

  Date: 08/09/2024

  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 a request to have a gift card reissued.  
  
  Please be advised, that we have investigated the reported concern and have relayed our findings to *** ******* As per our findings, we have found that the original gift card was sent to the correct email address with the correct balance as well. Due to the experience *** ****** has had thus far, a compromise was submitted to correct the experience she has had thus far. *** ****** has ceased communication with us in regard to this matter at this time.
  
  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

  Customer Answer

  Date: 08/11/2024

  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:

  [Your Answer Here]

   This is inaccurate. I know they have been working to resolve my complaint but please dont offer inaccurate information.
  I contacted the third party that issue those gift cards and the gift card was sent to some weird email that was not mine. I was later sent an empty gift card after I contacted verizon to let them know that somebody had hacked my account, changed my email and redeemed my gift card. So please dont insinuate that I every received a target gift card from verizon.
  Now you offered to replace the target gift card with a $200 verizon credit to my account. In as much as I appreciate your efforts, thats not the same thing and thats not what I signed up for when I opened this verizon account. If the target gift card cannot be reissued, I would rather the laptop which was the other offer that I could have chosen when I was opening my new verizon account.

   

   

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

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

  

  Business Response

  Date: 08/12/2024

  Dear BBB, 
  
  Verizon provided a response to this matter on 8/9/2024 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 Team
  

  Customer Answer

  Date: 08/13/2024

  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:

  [Your Answer Here]

  I have been a customer of ********************** for more than 6 years, using fios faithfully at my other property. Hence, I feel robbed of what was promised to me by Verizon with this new account. Trust this experience has left a very sour taste in my mouth. Anyway, I will go ahead and accept the $200 credit to my Verizon balance that was offered via email. Please confirm that that offer still stands and will be applied. 

   

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

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

• Initial Complaint

  Date:07/27/2024

  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 August 2021, I initiated Verizon ************ for my home Internet. I selected, as is typical, to do an equipment rental and elected to not purchase my own modem or router. After installation, I came to notice on my bill that there was a $299 charge for the purchase of a router split across three payment cycles. I called Verizon told them that I had not selected a purchase option. I would like to return the router for a refund and then switch to an equipment rental as I initially intended. After many hours of support calls, I was finally given an agent who understood the situation so I thought and initiated the return process as well as a new router for rent. I then returned the original router and waited for my refund, which never came. After again, countless hours of support calls and chats no one was willing to recognize my refund and ultimately an early 2022 I gave up. Now that Im canceling my service in 2024 I tried for one last time to explain the situation and hope to be remediated. I explained the issue in depth and after 40 minutes with a service representative, it was eventually upgraded to a supervisor who said that because they do not have their chat records back that far and its been more than 30 days. There is nothing they can do for me. I have proof of receiving the replacement router as well as returning the original router. I would ask them. Why would I willingly give back what I paid $300 for nothing in return and switch to a rental if I was not promised A refund? it is clear to see what the intention behind the return was otherwise I wouldve simply kept the router that I rightfully paid for. I am looking to be compensated for what was taken from me as I was signed up unknowingly for a service I did not agree to. The stonewalling by the many support representatives worked successfully to break my spirits and unjustly take my money.

  

  Business Response

  Date: 08/12/2024

  Thank you for referring the complaint of ************************* to our office for review.  We appreciate this matter being brought to our attention.  ************************* expressed concern about a refund for returned equipment.
  
  
  Please be advised, we have issued the customer a full refund via check to arrive in 1-3 weeks.
  
  
  
  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.

• Initial Complaint

  Date:07/25/2024

  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.

  Hi there, I have been subscribed to Verizon Fios internet since 2021. When I moved to a new apartment in autumn 2022, Verizon said that our subscription would transfer to the new location where they were setting us up with Verizon internet. The tech did not process the account transfer correctly, and in January 2023 I was left with a $135.98 credit on my account, and ********************** required us to set up a new account associated with our new address. They have assured me during multiple phone calls, emails and chats that they intend to refund the $135.98 credit that they are holding, but I have yet to see the money. During two calls in August 2023 they promised they would mail me a check worth $135.98, and told me to wait until I saw the check. I have yet to receive any money, and have called back repeatedly to request an update on the situation - to no avail. My Verizon account still shows that I have a $135.98 credit, and every time I contact customer service they send me to multiple departments before telling me to wait for a further update.

  

  Business Response

  Date: 08/06/2024

  We spoke to the customer regarding his inquiry.  We were able to care for his concerns satisfactorily. We will be following up to make sure they receive their check in email response. 

• Initial Complaint

  Date:07/25/2024

  Type:Sales and Advertising 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 am writing to express my extreme frustration and anger regarding the dishonest and deceptive practices employed by Verizon Communications ***** specifically by their sales representative, ******.Firstly, ****** picked a promotional offer for me without explaining the terms or asking for my preference. When I questioned her about why she didn't consult me first, she blatantly lied and claimed that I had agreed to it. This is an outright fabrication, and as a result, I am now stuck with a useless promotional offer.Secondly, ****** assured me that I was eligible for both military and student discounts. However, Verizon customer service, they informed me that this information was false. I confronted ****** about this, she continued to lie, insisting that I would be able to receive the discounts and advised me to try again in a couple of days. She even went so far as to promise that if the discounts were not applied, she would have her manager add them for me.A few days later, I contacted her again. This time, she claimed that it was a technical error and that I needed to speak with Verizon tech support. Since then, ****** has gone radio silent and has not responded to any of my attempts to contact her.As a veteran who has bled for this country, I find this level of deceit and lack of accountability absolutely disgusting and unacceptable from a company of Verizon's stature. I feel deceived, disrespected, and incredibly frustrated by this entire experience.I expect Verizon to honor the discounts that were promised to me as well as giving me the promotional offer that I wanted in the first place. Thank you for your immediate attention to this serious matter. I expect a prompt resolution.

  

  Business Response

  Date: 08/07/2024

  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 discounts offered with his new services.

  
  Please be advised, we spoke with the customer who was made aware that the student discount and the military discount are not
  stackable discounts on the Verizon account. We applied the military discount to the account due to the discount value being higher.
  We were able to confirm with the customer all discounts are now reflected by the bill as of the most recent invoice. Again we
  apologize in advance for the inconvenience this matter may have caused.

  
  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

• Initial Complaint

  Date:07/25/2024

  Type:Sales and Advertising 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 not had fios service since March 15 2024 due to faulty Verizon equipment. It was repaired on 7/20/24. I'd like to be credited in some fashion for missing services during this time.

  

  Business Response

  Date: 08/22/2024

  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 service on the account ending in ********. The customer states he was
  without service from March 15, 2024 - July 20, 2024 and would like compensation for the time he was without service.
  Please be advised, ********************* requested communication via email on August 1, 2024. Executive Relations reviewed the
  customer's concerns and agreed to apply an adjustment to the account ending in ******** for the time without service. Executive
  Relations provided confirmation to the customer via email. The adjustment will appear on the September 7, 2024 invoice. We
  consider this matter 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 **************m or the My Verizon app. Thank you.
  Sincerely,

• Initial Complaint

  Date:07/25/2024

  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.

  This is for our small business **** account. We called ********************** to close the service on 5/31/2024 since the business has permanently closed on 4/26/2024. We were told that $612 termination fee will be charged because we have just AUTO-RENEWED another 2 years service on 3/3/2024. Even through we have contacted Verizon Retention unit and Verizon Executive relations, they insist the Termination fee has to apply. First, we did not aware the auto-renew due date because Verizon did NOT send us any reminder! They stated auto-renew info was sent in 12/2023 and 2/2023 monthly statements, then we found the info on the last page of the statement in fine prints and only in these tow months. This can't be consider as a reminder at all! Our account set-up as auto-pay and paperless, we only get email states "your bill is ready", then "your payment is successful" monthly. Can you imaging any business would log in the account every month and read every pages, including every fine prints line-by-line? Verizon does not have any intention to let customers aware the auto-renew, then trap and blame customer. As said, we have worked on closing the business since 12/2023 with written documents to approve. Therefore, there is no reason to renew another 2 years.Second, Verizon did not provide us a copy of the auto-renew contract, nor our signature for the Agreement. The Agreement is unauthorized, they should not using "it's Verizon policy" to misconduct business.To avoid the high termination charge, we have not canceled the **** service yet while working with Consumer Protection as well as with Verizon directly. However, Verizon's Executive relation has not further response since my last email on 6/28/2024.In summary, our account auto-renew was not authorized, and the termination charge is not justified, should be removed.

  

  Business Response

  Date: 07/26/2024

  Thank you for referring the complaint of ********************* to our office for review. We appreciate this matter being brought to our attention.  In her complaint, ************ expressed concern over early termination fees (***) being quoted to her on May 24, 2024 associated to her account *************** based on her possibly disconnecting her account with us.
  
  Per our investigation, based on available historical bill statements ************ had been notified of an auto-renewal agreement with her December 16, 2019 bill statement.  She had received pending auto-renewal notifications on her February 16, 2020, December 16, 2021, February 16, 2022, December 16, 2023, and February 16, 2024 bill statements. The notifications indicated the following:
  Important Information about Term Plan Expiration
  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.
  Business ********************* Term Commitment Period thru Mar 05, 2020
  Business ********************* Term Commitment Period thru Mar 04, 2022
  FIOS Internet 75M/75M - 2yrs Commitment Period thru Mar 05, 2020
  FIOS Internet 100M/100M - 2yr. Commitment Period thru Mar 04, 2022
  FIOS Internet 200M/200M - 2yr. Commitment Period thru Mar 03, 2024
  
  Per the notice, if we are not contacted by the customer, service is automatically renewed. In addition, notification that the billed services auto-renewed were indicated on her March 16, 2020, March 16, 2022, and March 16, 2024 bill statements.  The notifications indicated the following:
  Important Information about Additions or Renewals to Term Plans
  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.
  Business ********************* Term Commitment Period thru Mar 04, 2022
  FIOS Internet 75M/75M - 2yrs Commitment Period thru Mar 04, 2022
  FIOS Internet 100M/100M - 2yr. Commitment Period thru Mar 04, 2024
  FIOS Internet 200M/200M - 2yr. Commitment Period thru Mar 03, 2026
  
  ************ was properly notified of her auto-renew term agreement in writing via her bill statements.  Verizon provides notification of product and service changes on monthly billing statements only; it's the customer's responsibility to review statements each month even if they are utilizing online payment options such as auto-pay.  We provide the following notification on the first page of the bill statement "Please read important information regarding your Commitment Period in the message section at the end of this bill".   We understand that ************ may disagree with our position on this matter, however, that does not release her from contract term obligation based on our standard terms and conditions for *** in our pricing and publication guide.  The *** quoted on May 24, 2024 to ************ was $588.95.  The *** as of this date July 26, 2024 is $531.80 if ************ canceled today.  The *** of $531.80 is valid and sustained.  
  
  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.  
  
  

  Customer Answer

  Date: 07/30/2024

  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:

  Verizon forced AUTO-RENEW is not authorized, nor legitimate reminder, but their excuses.  As showing in attachments of this year's monthly Statements, the auto-renew only showed on Feb.2024 on last page 4 out of 4 in fine prints.  The attached screen shot of email notice shows the only info we get monthly.  Those evidences are our points that if you don't log-in Verizon account every month, read every page and every line, you will miss their "reminder".  

  In addition, they force closed small business to have another 2 years contract is not justified.  The termination charge $612 was based on their Retention Unit supervisor ***** on the phone, she declined to send us her statement in writing except for a Court Subpoena.  This is how Verizon treat their 17 years long term customer.

  as stated, this is for business account, all info can be published, but not personal info. 

   

   

   

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

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

  

  Business Response

  Date: 09/20/2024

  Thank you for referring the rebuttal complaint of ****** **** to our office for review. We appreciate this matter being brought to our attention.  In her original complaint, *** **** expressed concern over early termination fees (***) being quoted to her on May 24, 2024 associated to her account *************** based on her possibly disconnecting her account with us.

  
  We have responded below to the different items presented by *** **** in her rebuttal complaint:
  
  Since our business Verizon account remained showing a balance of $513.37, on 8/29/24 I called ****** at Verizon Executive Relation Team, who was the one called me on 8/6/2024 and stated they'd refund the last 3 monthly charges and waive the termination charge, "you have nothing to be worried, we'll take care everything" as his words.  He changed the tone, told me ****** has to tell him what to do.   
  
  We spoke with our Business Office Executive Relations team and they have no written confirmation or call record that we offered to credit the previous three months for ************************ was charged an *** of $513.37 on her ****** 16, 2024 dated bill statement and we credited this charge on ****** 29, 2024 because we did not provide a written notification of the auto-renewal.  The $513.37 *** charge was the only charge on the ****** 16, *********************************************************************** *************************** a courtesy we have provided an additional credit of $148.00 for the June 16, 2024 and July 16, 2024 dated bill statements.  We have provided this credit because *** **** had originally requested to disconnect her account on May 24, 2024 and she did not disconnect her account because of her dispute of the ***.  We originally denied the *** credit but we did not know previously that we did not properly notify her of the auto-renewal on her bill statement.  We called and spoke to *** **** on September 20, 2024 and told her we had credited her account for the June and July *********************** the amount of $148.00.  *** **** thought she was also billed $74.00 for her ****** bill statement but we explained that her ****** 2024 bill statement was only for her *** charge of $513.37.  She understood and was happy with the resolution.  *** ****** account now has a $148.00 credit balance and we told *** **** we would request a refund check be sent to her for the credit balance. 
    
  Later, ****** emailed me that they did not agree to credit the last 3 monthly charges, he understood that we kept Verizon service from June to ****** just because of the dispute of termination charge.  He also understood the ****** charge on 8/7/2024 when our account had closed on 8/6/2024. Typical denial again, untrustable behavior, even from Verizon's Executive Officer, how consumers can believe and rely on their business services? 
  
  We did email *** **** on ****** 29, 2024 to confirm the credit of the *** charges.  We stated that in our previous responses that we had not agreed to credit the previous three bill statements only the *** charge.  Also, we received notification from our Business Office Executive Relations team that no commitment had been made to *** **** to credit the previous three bill statements.  Please see the response above for the resolution.  
  
  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.  

  Customer Answer

  Date: 09/21/2024

  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. However, ****** stated the refund check may take up to a month for us to get in the mail, we hope he will do what he said this time.  Thanks BBB so much!
  
  Sincerely,
  
  ****** ****
  
  
  
   
  
  

• Initial Complaint

  Date:07/24/2024

  Type:Billing 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.

  Name: ********************* Phone Number: ************ Email: ********************* My Verizon Fios account was confirmed to be terminated on/near May 20th. I received the disconnection/terminal email.I sent the equipment back to Verizon within the requisite time frame fulfilling all my obligations.However, my account continues to be billed and monthly payment deducted from the account. A new bill was generated on June 15 and on July 15.THIS AMOUNT IS BEING UNFAIRLY DEDUCTED and should be refunded back. I am attaching the proofs in the screenshots.Verizon account ID: *********************

  

  Business Response

  Date: 07/16/2024

  **** *** ** ********************* **** *** ****
  
  Dear BBB,
  
  Thank you for contacting Verizons ****** of ********* Relations regarding ****************'s complaint. In her/his complaint, received on 07/16/2024, ********************* expressed billing concerns for their Verizon Fios account after disconnecting service and returning the equipment. 
  Upon further review, weve determined the customers concern should be addressed by our Verizon Wireline team. Per BBB guidelines, please forward **********;*****'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,
  ******
  

  

  Business Response

  Date: 07/24/2024

  We spoke with the customer. We were able to address their concerns. The customer was satisfied with the education he received regarding his issue. 

  Customer Answer

  Date: 07/24/2024

  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:07/23/2024

  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 returned my father's cell phone to Verizon after he died on 4/2/2024. Verizon received the phone. I called in April and they said they would NOT charge me approximately $1,000 for the phone. They did and the bill was paid through my bank. I have called repeatedly and they said that I should get the payment but it needs to be approved by a supervisor and they will call me back within 24 hours and they don't call back.

  Customer Answer

  Date: 07/23/2024

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