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2.5 1270 Reviews

Verizon Complaints Summary

478 Resolved
781 Unresolved
Our verdict: Engaging with Verizon, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Verizon reviews & complaints 1270

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M
11:41 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Verizon how verizon handles promos and poor customer service.

On 9/28/16, I visited a Verizon Store in Marietta GA and inquired about a new account. (I was switching from AT&T). I was told the current promo was a free IPHONE 7 with the exchange of an IPHONE 6. I signed up as I had an IPHONE 6 but questioned why I was signing a loan agreement for monthly payments on the new phone. I was told I would have to make three months of payments, then I would receive a return label for my old phone, and when the old phone was returned to Verizon I would receive credit for the three payments and I would own the phone at that time. In early Feb of 2017 I went into the store to tell them I had not recieved a return label and it had been four months, (making payments every month on time). They assured me they would take care of it and the Regional Manager, (Christina), would call me with a resolution. After several weeks of follow up calls in which I was told each time Christina would call me which she never did, I called Verizon to see if I could get it worked out in late February on my own. I spoke to Dominique in customer serivice who explained the phone the store had ordered for me qualified for a $99.00 purchase price, not free. I was told that if I returned my old phone, they would credit me what I had paid but would still owe $4.16 a month for 24 months. (Why wouldnt they just wave the payment and keep the $99 I had already paid, that wasnt an option). I returned the old phone in late February and it was recieved by Verizon on March 2nd. I just recieved my bill on March 31st and the credit wasnt on the account. When I spoke to Chris at Verizon on 3/31, he now says it will take 1 to 3 months to credit my account. With the payments I have made, I will now have paid up to $300.00 for a "free" phone that after 9 months based on what I was told today, Verizon owes me a credit for. We'll see if we actually receive the credit, (no free phone, pay $99, but finance $300 up front for Verizon on what I was sold as free). Sound like fair deal to you? And oh, they dont put promos on anyone's contract so any customer has 0 in writing on what was agreed to in store. According to Verizon customer service, they go by the date the contract was written to find out that promo is in effect at the time. The customer has no proof! Sound customer centered to you? (My Verizon invoice number is SFORDIN1063 sold by Sheldon Scott on 9/28/16 at the Verizon Store in Marietta GA on Shallowford road). Want to show authenticity on this transaction.

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8:51 pm EDT

Verizon commercial

Hello,
The commercial with the guy who drops the mic 3 times in one and then in the other won't drop the mic is really stupid. Just put the mic back in the holder. It's Possible not dropping the mic is related to not dropping calls. Idk it's just really a waste of money on bad advertisement when I would expect way better creative minds out there in advertisement. It makes me turn the channel because I just want to put the mic in the holder.

Thanks for reading my feedback

Ok and the first selection under this box is for what? My profession? I'm in healthcare. This email is for the advertising dept.

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2:09 pm EDT

Verizon verizon fios

I have been a Verizon Fios customer since 2012. Upon the end of my 2 year contract, I never did enter into a new contract. Recently, our speed and connectivity was so horrible that I called in to cancel. I spoke with a representative named Kevin on 2/17/17. He advised me of two different options that might help with the internet connectivity problems I was having. He said I could keep my speed and be sent a new router for $148/month. Or, I could upgrade my speed to 75/75 and be sent a new router for $153/month. I agreed and placed the order putting me into a new contract for the next 2 years. After 3-5 business days had passed, the new router had not arrived. I called in on the 12th business day, 3/7/17 and spoke with a representative named Mark. He said he did not see the router had ever been ordered, but he would place a complaint on my behalf and I would hear back within 3-5 business days. I did not hear from Verizon Fios so I called in again on 3/16/17. I spoke to a Ms. Lee who again told me she did not see that Kevin had ever ordered my router but that she would look into it and get back to me by the next day. I also advised Ms. Lee that my TV channel package had been changed although that had never been a topic on my original call with Kevin. Again, I did not hear back so on 3/17/17 I spoke to supervisor Mary Ellen. She told me the same thing the other two reps told me, Kevin never placed an order for the new router. The best part is, my "upgraded" speed is not compatible to my original router. With no offer to send me a router without charging me more, I asked Mary Ellen my last day to cancel during the "30 day worry free" period. She advised me I could cancel through 3/19/17. I woke up today, 3/19/17 and tried to call in to cancel. Each time I was disconnected. Finally, I was able to chat online with 2 different representatives Jessica (I was disconnected) and Jennifer who told me they would be happy to cancel my services but I would be charged a $230 early termination fee! Verizon Fios counts days slightly different then the average business (Net 30 from 2/17 is 3/19- 11 days in February and 19 in March is 30 days). In addition, I was manipulated into a new contract based on promises not upheld by Verizon Fios, lied to on multiple occasions, and treated like a ### when I have been a good standing, loyal customer. I took good notes on each of my calls and despite everything, I was conned. Any current or future customer I heed that you get EVERY SINGLE THING IN WRITING. I regret my decision to ever offer Verizon Fios a chance to keep my business when I called to cancel on 2/17/17. I will never recommend them to anyone because of their manipulative and deceitful business practices.

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zaid bin omer
, US
Apr 26, 2017 8:50 am EDT
Verified customer This comment was posted by a verified customer. Learn more

i got email winning prize 6.5 crores in uk chervolet co true or false my number [protected]

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7:33 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Verizon fios

Verizon FIOS illegally installed two boxes, wires, ugly duct tape and associated equipment on my privately owned end unit townhouse. They damaged my home's siding and landscaping. My guess is that they installed service for neighbors, but did it as an illegal activity, trespass on my owned land. I demand that they remove all intrusions and restore my property back to my satisfaction immediately. They gave me no advance notice of their illegal activities.

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3:56 pm EST
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Verizon verizon wireless, usa

$200 of charges for unwanted roaming data while out of country, despite having phone set to "Deny Roaming Data" (see photo). Verizon customer service refused to reverse charges.
Cell phone number: [protected]
Dates: March 2 to March 8, 2017 while in French Polynesia.
I called customer service on March 5 (late in the day). Representative refused to acknowledge their error or reverse the charges. His reasoning was that I did indeed use the data. And that I should have made an additional setting change to the phone to turn off all data. This was neither an expected solution, nor a workable solution since I needed to have data turned on for WiFi use.
1) Verizon should reverse roaming data charges on these dates since my phone was unambiguously set to "Deny Data Roaming Access" (see attached photo).
2) Verizon should modify their system so that when a customer makes this setting, "Deny Data Roaming Access", that this does indeed protect the customer from charges for undesired roaming data.

Peter M. Lucas

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1:00 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Verizon verizon wireless activation charges

On January 29th, I ordered a Samsung J3 prepaid phone on Amazon with the intention of adding the phone to my Verizon account (not a prepaid account).On January 30th, I took the phone to a VZ store, where someone assisted me in trying to add it to my account.

I was told that there was a $30 activation fee, which I agreed to; however, the phone would never activate. Upon further investigation by the representative, I was told that since it was a prepaid phone ordered from a third-party, Verizon's policy is that it needs to first be activated on a prepaid account. On January 31st, I activated the phone on a prepaid account, not thinking that the activation charge and phone line would be added to my regular account since it's VZ's policy that the phone couldn't be added. However, when I checked my regular VZ account, the $30 activation fee was still there and I was being charged the line fee and applicable taxes and fees.

I called VZ and was told that since I had activated the phone, and only needed to keep it on the prepaid account for one month, I could move it to my regular account. The CSR told me that the $30 activation fee would still apply when I switched it over, so she waived $15 of that. I was also adamant that I wanted to keep the prepaid phone number when I switched. She said that was no problem, all I had to do was end the contract since I'd already paid for one month, and I could do so.

I contacted VZ prepaid number and told them I wanted to transfer the prepaid number to my regular account. They told me I need to suspend the account by reporting the phone lost or stolen, and then wait 30 days for the number to become available. Or, I could call VZ and speak to someone about making it available right away. Unfortunately, VZ has a ridiculously long hold time (I waited more than 45 mins), so I wasn't able to speak with anyone, so I paid for another month on the prepaid line.

In the meantime, I'm also still paying line charges and the applicable fees for the same prepaid phone on my regular VZ account. So, on March 10th, I chatted with another CSR and told him I wanted ALL of the charges for a line that was NEVER activated or used credited to my account. He said they couldn't do that, so I requested to speak with a supervisor.

He transferred me to a supervisor who I sat on hold in the chatting waiting for more than 30 minutes to type something.After I disconnected from the chat, I checked my account and the line is still active, and the credit has not been issued.

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2:20 pm EST

Verizon customer service uninformed sales people and rude

I sold my old iPhone4 to someone named John, it had a T-Mobil SIM card but was unlocked and reset to totally blank contents and ready to be activated by any carrier. John went to the Verizon store on El Toro Blvd, in Lake Forest Ca. to get it activated. The #### he talked to (don't know who) told him the phone would not work w/Verizon, because it was not set up for Verizon...DUH. ANYBODY in the sales of cell phones knows when you change phone numbers, let alone carriers, you have to put in a new SIM card relivant to the carrier providing the service and to create a new phone number! John calls me all stressed out because he thinks I've sold him a bogus phone, he doesn't know about SIM cards...(he believes the salesperson) he's from Vegas returning in a few hours, and he needs this phone ASAP. So before I refund his $150... I call another Verizon store on 27040 Alica pkwy & Pacific Park, Alison Viejo, CA. and talk to "Ken" who DID know is products and proceedures. He of course said all it needed was a Verizon SIM card and got my old phone working in munites for John . This uninformed #### at the first location cost me, and my buyer 2 hours of phone calls, waiting on hold, getting IMEI numbers etc. and COULD have cost me $150 in a no-sale/money refunded, if I didn't know what to do.

That's only the beginning, I tried to call the store and talk with the manager, and the people who answer the phone won't let you talk to the manager without telling them what you want. THEY could be the people you're complaining about so naturally they hung up on me twice when I wouldn't play their game of “What to you want”.

Verizon...TRAIN YOUR PEOPLE before you turn them lose on the customers!

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Update by butternuts
Feb 24, 2017 2:25 pm EST

I tried again to contact the manager and got a guy named WESS, and HE hung up on me twice when he knew it was me. This store realy SUCKS, I'd have a Corporate manager go down there and have a "Talk" with these people, Hey Verizon...they're costing you money, customers, and giving you a big black eye in the cell phone world. JUST DO IT!

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8:49 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Verizon phone specials and payoffs

On February 10 my wife and I went into the Verizon store on Maize Road in Wichita, KS. We were switching our service to the New Plan. As we were doing so the agent (Matt) he was very good, told us about the Motorola V Force being on sale for half the normal price of $720.00. We purchased 3 of them with all the accessories. We debated buying a fourth one for my daughter but want to check with her first. We were told the sale was good till the 20th of February. We went back in to purchase the forth phone and were told the special had been canceled. This is after we were assured we had till the 20th.

We were also told we could pay for the phones in full as long as we paid off the outstanding amount of the phone. Now we are being told we can do that but only if we pay off the full value of $720.00.

I guess our option is to let this very poor business scam go by. or exercise our 15 day trial period and return all purchases to the store and seek our phone services elsewhere. I have been a loyal customer for a long time.

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11:26 am EST

Verizon account termination

Re: john dunkleberger accounts

February 8, 2017

Verizon;

i, john dunkleberger have had service with you for many years. life situations change and october 19, 2016 I called to have my home phone (acct. 570398296571969y) number cancelled/cut off. I received a bill again in november. I called again to cancel service and cancel the phone number [protected]). I was assured it was taken care of and would get a final bill, that would be $0. that did not happen. I received a bill again in december. I went to our local verizon store and a gentleman (sean) there helped me to call and cancel service. again. I was assured that all taken care of and would get mail resolving this problem within five business days. that did not happen. my bill (one bill) still not reflecting any changes. I called again. same rhetoric. january 15, 2017 I went with a different cell phone carrier. my wireless account [protected]) was stopped with verizon. a week later I called to confirm all of this and get final bill. I was sent an email saying owe $0. february 4, 2017 I received a bill. again. does not say final on it. does not reflect updates for four months now. I called again february 6, 2017 to end my service and get final bill. I talked to six different departments, whom all assured me next department would be able to resolve my problem. none did. I was on the phone for over an hour. no employee of verizon seems to know how to stop service. here is a breakdown: stop/cancel/delete my home phone service. stop/cancel/delete my wireless service. stop/cancel/delete my one bill service. stop/cancel/delete all verizon services immediately. if I owe a final bill, then send it already. I am tired of calling and getting no where. I do not have any services with verizon. reflect that in your records! I will be sending this letter to multiple verizon departments, yelp, the bbb, and the fcc. your reluctance to resolve these issues shall not be a reflection on me nor my credit.

Hopefully thank you for your immediate cooperation,
John dunkleberger

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8:31 pm EST

Verizon unauthorized data plan change.

I recently called Verizon to change one of the phones on my account. I paid outright for the phone and all I needed to do was activate it. I was very clear with the representative that I did not want my data plan changed under any circumstances. I get the phone activated and log into my account 5 minutes later and they have changed me from my unlimited data plan to a 2gb data plan. From this point on I have spend over 2 hours in Verizon Wireless Retail Outlets, I have spent over 5 hours on the phone and have now tried a total of 6 times to get my original plan re-instated. In every case, each of the customer service reps told me, "the forms have been filed and you have to wait 48 hours for the changes to take affect. Each time I have called back 3 days later and had exactly the same thing happen each time. This is an unauthorized change, I specifically told each rep I want my old plan back and you were unauthorized in making the change.

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12:56 pm EST

Verizon billing

I closed my account in October 2016 and have a recording of my phone call and the representative saying all was paid in full and account closed. I moved to my brothers verizon plan. I continued to receive a bill for one more month of service that we clearly talk about on phone callas being disconnected. I spent well over an hour on phone and Kayla in recovery hung up on me after she told me she did not have a supervisor I could speak with, that they would call me in a day or two. I called customer service and was put on hold for 7 minutes and was told I needed to give the reason why before I could speak to a supervisor. As I spoke with Latretta she talked over me and louder than me The entire time of all calls I did not curse or yell and can't believe they treat a person who was a customer for 12 plus years this way. I intended to switch back to a new plan sans my ex but will not and will be posting this review on all outlets including emailing my family (50 plus persons) that all currently have Verizon and posting on my electronic messaging at my work. Worst customer service.

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1:00 pm EST

Verizon cell phone extender

Today is January 19. Approximately 3 weeks ago I spoke to Verizon for about 3 hours (being switched all over the place) about getting an extender at no cost because I don't get service at my home. My next door neighbor had gotten one for that reason. When I thought they were transferring me to the people who would send me one I ended up on hold for 30 minutes only to have been sent to Apple. I called back and the woman I spoke to said don't use an extender use wifi. So I went to my local Verizon store to upgrade to the 7plus and after explaining to the representative she wouldn't sell me the phone because she said only an extender would provide good service for me.
When I finally had the stamina to call back today after 45 minutes myrepresentative Trunellle could only offer the extender at half off.
My male neighbor got one at no charge. I am going with another provider who guarantees service or no charge extender. Some customer service for long time customer. My advice is to stay away from them.

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12:38 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Verizon switcher offer is a scam!

I switched to verizon in october and traded in my at&t phones in november. I had to provide my at&t final bill multiple times. I still get e-mails that they are "having trouble" processing my request. I keep calling customer service and they keep escalating my case, telling me to wait 10 days each time I call. It's been over 2 months and I have not received my visa cards yet. The people I speak to every time tell me there are no issues with my request, everything's fine, and then I get another e-mail that they are "having trouble"... This is so frustrating! I think it's a scheme to make you give up!

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6:53 am EST

Verizon deceptive trade and sales practices, abuse of a person 65 years or older.

We went to the verizon store on archer rd gainesville on black friday to check out their ads for cell plans that we saw on tv. Spoke to salesman nick. Told nick we had consumer cellular but werent getting enough data. Told him we have 4 lines and two phones were fairly new i phone 6 s plus models. One older i 5 and a lg stylo 2. Explained to him we owed $400 each of the 6 s plus phones, one is a 64 gb and the other 128 gb, to consumer cellular. Asked about getting the 4 lines for $160 a month and 20 gb data. Also i inquired about a mifi box that verizon sells for internet and explained we had att which was not doing the job. He advised not to port that mifi number but use a temporary number in case the box didnt work out and said to try it. I was never advised that it would suck up data like a sponge. I was also never advised that we could use any of our good phones for others in the family as is stated on line. My phone (Stylos) and and my daughters i phone 5 were the only two that really needed upgrading. I could have taken my sons i phone 6s plus 128 gb and she could have used the i phone 6s plus 64 gb as they were not that old. As i said, that option was never explained to us. I also told nick we were spending in the range of $225 a month for consumer cellular and wanted to stay in that range. He also stated that we would get big credits for the i phones if we traded them that would show up on three bills and some for the i phone 5 and stylos. Also he told us we would be eligible for the visa card rebate of $200 for 4 phones, totaling $800, that would pay for the money we owed consumer cellular for the two i phones. I asked about the monthly credits on her account and all i heard was three billing cycles. On that friday, what we got was a i phone 7 plus 32 gb for my daughter, and i phone 7 plus 128 gb for my son and a samsung galaxy for me. My wifes i phone 7 plus 32 gb had to be ordered. The entire transaction was like being in a wind tunnel. Everything was run past me so fast i never really got to understand what was going on. Nick indicated we needed glass screen protectors and cases. I asked about getting them somewhere else for a lesser amount. We were not given the exact cost of those items but i felt we could get them cheaper on the internet. His position was that we were there and it would be better to have the protection on them immediately. Little did i know the cases were like $50 each and the screen protectors were $40 a piece. Also he suggested a protection plan of $11 per month to cover damage to the phones. I used to pay $5 a month to consumer cellular for that. At no time did nick tell us that anything we purchased that day would be returnable until 1/15/17. And he didnt tell us that there would be a restocking fee of $35 if we brought back any electronic device. I paid him $197 for taxes on three phones and my wife paid $46 tax for the i phone that was ordered. The cases and screen protectors were added to the account. Three of our numbers were ported that day. The four was ported when we went back about a week later, 12/2/16, and my wife had to bring proof of her governmental employment for a discount on our service, etc. I hooked up the mifi to my computer when i got home. Within 2 days is sucked up 16 gb of date and we got an email notice. I thought we had 20 gb, but that was not the case. Nick upgraded my plan in order to have more data. I disconnected that box and took it back on 12/2. I asked if we get credited back the lost 16 gb and was told no. I also incurred a $35 restocking fee. Nick advised me that was the rules and he could not remove that charge. I was charged $40.88 and $43.72 that day for charges i do not recall. However, a credit to my debit card in the amount of $17.99 appeared later dated 12/2. Additionally, i was not satisfied with the samsung phone as it was smaller than the stylo i traded in. I was going to exchange it for an i phone 6 s plus, but he suggested a 7 plus as it was only $5 a month more. I turned back the samsung galaxy, with its case and screen protector and the box it came in, paid the tax on the new phone and got charged for the new i phone case and screen protector. Not too long after i got a bill from verizon for approx $700 of which $340 was a one time fee. I went back to the store days later and spoke with mike one of the managers. I explained to him my frustration and confusion with the entire transaction at verizon. I told him i looked on line at those deals and found some things to be totally different than what was offered in store. Told him about seeing almost 4000 complaints in the internet about the same or similar nature as the experience i encountered purchasing in store. Mike told me he would look at all my transactions and get back to me. He never called me back. I waited a few days, called the store spoke to another manager named massar. He told me that mike was on vacation the entire week and would be back on monday, 12/19. I went to the newberry rd store and spoke to a manger named travis. I explained i had spoken with mike at the archer rd store and he was supposed to get back to me but was on vacation. Travis printed out some paperwork on my transactions, called the archer rd store and check a few things. He told me to get in contact with mike when he came back on 12/19. On 12/19 prior to going to meet mike i called verizon customer service and spoke to ms sierra #35228. I spent one hour on the phone with her giving her a detailed account of my experience and transactions with verizon on archer road and all that i have done to try to get this mess straightened out, and i wanted to stay with verizon. I told her i was to meet mike at 1 pm, she advised me to do that and see what he could do and she would call me back later that day. I spoke with mike and arranged to meet him at the archer rd store at 1 pm. We showed up, signed in with the greeter and asked to see mike as i had an appointment. He never showed nor did anyone advise us otherwise. We left the store at 1:45 pm, mike didnt call me back. Sierra never called me back. Again, i called customer service at verizon trying to get sierra. I was told she was not available and spoke to a man named tim #1010387. I spent another hour explaining to him the same as i had explained to sierra. He advised me he would would review all the notes and transactions and call me back, either later that day or the following day. No call back from tim. On 12/22 i called your customer service again, speaking to ms katie #142237. I explained the situation to her briefly and that i wanted her to get tim to call me. She said she would sent him an email to do that. Guess what? I never got a call from him. On 12/23 i called customer service again and got carlie murray. I explained to her all the non recalls by customer service and that i was done with verizon wireless, was getting another carrier and wanted to return all the screen protectors and cases, and asked her to file for me the 4 visa cards of $200 each that i was due for porting the lines and trading in my old phones. She asked me to scan all paperwork and send them to her email which i did. The next day i get 4 emails from verizon stating we would not get those rebates as we no longer had service with them. On 12/26 again i called customer service this time speaking with a supervisor named cindy #8318054. She looked that the notes in my file told me that carlie was handling the entire issue and she would be getting back to me. I explained to cindy that before this mess morphs into a collection by verizon, or a civil case, i was more than willing to work something out in an amicable manner, even taking back veriizon service if all of the ridiculous fees were removed and the phone issues were resolved. We didnt need to have 4 i phone 7 plus phones. There were many things not told to us at the store which i later saw on line, and the plan we went into the store for initially was not what we asked for. Yesterday on 12/18, i got a bill from verizon totaling $3700. That email was sent to carlie murray in order that she could see where we were at. Verizon has my phones. I checked with a local store in gainesville called re-tech. The value of my 6s plus 64 gb is $600, the 6s plus 128 gb is $620, the i 5 phone is $220, and the lg stylo is $150 for a grand total of $1590. Verizon said they would send in the mail a call tag for the 4 cases and screen protectors to send back for a credit to my bill. I was also advised the 4- 7 plus phones are now mine. I still have till 1/14/17 to return them but at a cost to me of $140. My internet research indicates almost 4000 complaints by unsatisfied consumers that are either the same or of a similar nature as my issues with you. On line verizon also has offers, etc that are not the same as the store and where never explained to us, especially the use of our good i phones to use as a trade in for any members of my family. I printed all of the information off the web site. To say the least i am furious over the way your store does business. What i consider to be deceptive sales practices, price gouging on the screen protectors, twice the cost of anyother store in town, the cost of the cases which was half the cost on the internet, the hidden restocking fees (Some i got taken off the bill), no return calls from customer service (Cindy did state i got a call on 12/23 but didnt answer). My question to her was, then why was a message not left? I am also a man of 66, disabled and retired who suffered a minor stroke a year ago. I didnt expect to be fleeced by a company the size of verizon or for that matter, any other business. The company i purchased new service with is on a monthly basis, clearly explained and spelled out and i dont have to hire an atty to read all the fine print. We must come to some resolution soon. If i get no response to my situation and it goes to collection it will be a no win situation. I should not have to wait three billing cycles for all the credits to come back to me. That is absolutely ludicrous. I am also entitled to the $800 in visa cards as promised.

Marvin h rippner
548 nw 233 terrace
Newberry, fl 32669
[protected]
Acct#[protected]-00001

*this letter was sent to corporate 10 days ago, no response, what else is new?

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2:31 pm EST

Verizon charged for returning a phone when I never left the store

I went to Verizon to switch my phone from basic to a smartphone for work purposes. After I decided on one, was guaranteed that my contacts would be tranferred, the employee rung it up, then the problems began.

The first problem was the protective screen. He could not place it flush on the phone. He made an excuse and said it was a possible defective screen, and I would have to get it changed in a week. He also said I might be charged. Then, He told me he could not transfer my contacts and said I would have to go to another store. (My phone is used for work purposes and my contacts list is important to my job. That was the whole point of getting the smartphone). I asked him where the nearest verizon store was, and he stated I may be charged for the contact transfer at the other store.

I was so upset, I told him this was not what I signed up for, I am not paying for this. I do not want the phone because of all the issues. He still charged me 35 dollars for a restocking fee. I don't understand the charge if I never bought the phone, was not happy with the services, and he did not hold up his end of the deal. I am frustrated that i am penalized for Verizon's issues. They were trying to sell me a phone that would require several trips to their store to get it right.

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3:27 pm EST

Verizon upgrade service difficulty

January 2, 2017

I am a long term Verizon account holder. Previously stated/classified as a "preferred customer" based on diligent payments and seeking scheduled upgrades as offered.

Attempted once again to upgrade as my usual requisite desires for new equipment and expanded service.

My payment method, as always, was/has been by bank check. The Verizon service personnel were helpful and the extended contractual arrangements were itemized. The check payment was duly filled out and presented for payment/service.

However, the Verizon personnel could not complete the transaction because "Verizon no longer processes upgrades when purchased by check."

Attempted to purchase a Gift Card and then apply the card value to the upgrade plan, BUT discovered "Verizon does not accept cash gift cards for upgrades."

I was somewhat surprised by the new policy of not valuing the long term customer and the difficulty of renewing and upgrading service. Informed, "Verizon does not have valued customers...just customers".

As I was leaving the store...another customer approached me and informed me that Verizon is not like it used to be. I agreed and will move my account elsewhere

ATT...here I come.

W. Harty
Texas

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7:01 pm EST

Verizon customer service

Hello my name is bennie moss. I live in greenville nc and feel like I have been robbed by your store. Let me explain

On 12/29/2016 my wife said she was getting me a new phone for my christmas gift. I said lets try verizon because my employer (Cummins) have them in their rewards program. This time period am talking about has to do with the 29-31 of december. Day one we talked to the verizon sales representative and we chose two phones one for me and one for my wife. I told the sales person doing the set up of my phone that I wanted to keep my same number. She assured me that they can do this and transfer my contacts to my phone which is a iphone 4. After being in the store three or four hours she tell me that she put the contacts on my phone and transferred the number from straighttalk to the new phone and it will take 3 to 4 days to complete the process but the number will transfer. My end date with straighttalk service is 12/28/16. She also told me that I have a lot of photos on my phone and it would take a long time to do it there at the store but she had put the transfer app on my phones (Old and new) and when I get home I can transfer the rest of the information. Her store manager said he would give me a $45 credit because I still had a good 30 days on my service with straighttalk.

I get home later that day and follow the instructions she suggested to transfer the information. The phones were in the process of transferring the photos and it appeared that it would take a few hours so I continued to let the phones do the transfer and went to bed. About three hours later I get up to check the phones and my iphone was in restore mode.

The next day I take the phone back to the store and explain the situation I came across when transferring the photos. The same sales representative told me that it was a apple issue and they could not fix or do anything on the verizon system to help me because it may cause a virus to get into your system. She said to connect it to my computer at home and I should be able to clear the restore mode out of my phone and start over the process.

After following her instructions to no avail, I had to take the phone to another repair shop to reboot it to get it out of the restore mode. He told me that the app that was out on my phone cause the problem that put my phone into restore mode.
That process wipe out all my contacts and everything, so I am not happy but I told my wife I will take the phone back to the store and if they can transfer my number I will keep the phones.

Before going to the store I called straighttalk and asked them why hasn't my number been transferred. They said they had not received any information about it and they needed the account number to be able to complete the process that should only take 3 to 4 hours.

After explaining the situation to a different employee in your store, he began to work on my situation. After being in the store about an hour the first sales person approached us and asked what happen. After about two and a half hours later more than 8 hours altogether in your store. The first sales person started complaining about straighttalk having poor customer service and all she was doing was waiting on them to complete their process. So I waited about another 45 minutes. I have had enough now so I tell the sales person that I will return everything and wanted a refund. She say no problem and began the process. About 5 to 10 minutes later she said there is a restocking fee of $35 dollars per phone.
Yes am really _____. I tell her to complete the process pay the restocking fee and leave your store.

I will be making a complaint to my company about the business transaction that went on in this store. I don't know if it will make an impact but it will be reported. As a customer I feel like I was lied to the first day because the sales lady said the transaction was complete and my number would be transferred. She did not inform me to back up my information before trying the transfer of contacts, photos, etc. That she should have been doing. Not only did I loose all my information but I had to pay $70 dollars for a restocking fee for a phone I was willing to get even after I went through all this.

Tell me how would you feel?

Again my name is bennie moss.
[protected]@live.com

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9:22 pm EST

Verizon fios internet and cable

I called customer service on 12/28/2016 simply to see how much internet speed I was paying for since my wifi seemed to be lagging all of the time. The sales person told me I was on a 50/50 plan and could go to a 100/100 plan with the new quantum router with no rental fee for an additional $15 a month. I told her that I was looking to lower my bill not raise it and started to inquire on whether or not I could remove some services to counter act the additional $15. She basically told me no since it was on a bundle package. I then found out that I had been renting 6 boxes at $12 a piece for the last 5 years. Seems kind of excessive and I asked why they would never be paid for. I mean seems to me if you are paying all that money eventually they would be paid off. She said it doesn't work that way, but she could get me newer more recent boxes. I thought that sounded ok so the next day I unhooked 5 boxes, the 6th one hadn't been hooked up for years so I disconnected it. I brought them to a local Fios store and handed them in. The boxes that were brought out were the same kind as the ones I was returning. I wouldn't have gone through all of the trouble on my day off of unhooking all the boxes, driving to the store just to get the same model, USED, not even brand new boxes. Anyway, I get home and try to hook up the first box, the main DVR box. It will not activate. I call tech support and they continually try and reboot it remotely and still nothing. I pack up the box and return again to the store to get another DVR box. I get this one home and still nothing. Call tech support again and they cant even see the box on my network. After further investigation I realize the serial number on the bottom of the box does not match the number that the employ scanned on the package that it came in. So I straighten out the number and the technician on the phone was able to activate the box. Now, I go to open the new router and realize that when I packed up the defective DVR I must have accidentally packed the power pack from router in with it. OK, that's my mistake, so trip number 3 to the store to get the power pack. I get back home hook up the other 4 boxes. Only 3 of them would activate. I guess I'll be calling tech support again to get the 4th box working. So, I go to hook up the router later on in the evening just to find out that the power pack they gave me for the router was the wrong one. So, just to sum up, after 3 trips back and forth to the store, 3 phone calls, one of which I got hung up on and multiple hooking, unhooking and trouble shooting, I am actually in the exact same boat I was before except now one of my TV's doesn't work, and I still have to make one more trip and make one more phone call. Completely wasted most of my day off and I really don't have anything enhanced or better to show for it. Customer service has always been a nightmare for both residential services and cell services and the sales department is very misleading and use a lot of smoke and mirrors when signing you into contracts. This is a very poor way of doing business and taking advantage of the people that keep Verizon in business, their customers. The ticket number on my order was NJ11281538936. I would expect something in return for my trouble with this experience.

Sincerely,

David McCluskey
[protected]@verizon.net

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7:32 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Verizon customer service

We had Verizon FIOS for 10 years. We scheduled a move to a new residence, but then had to cancel because the real estate deal was delayed. We advised FIOS of the cancellation, and they assured us that the move was cancelled. On the Saturday we were supposed to move, FIOS turned off services at our current home and moved them, even though we told them we were not moving at that time (telephone, internet and television). After three hours on the cell phone with someone, they got it back on, but only by "ordering a new service." With no additional input request from us, three weeks later they turned off the services again because they thought we were moving that day, and, of course, on a Saturday. This time it took speaking to 10 people (5 customer service people, 5 tech people) during 5 phone calls over 3 days before we were able to get service restored. Of course, both times the company's representatives assured us the problem had been resolved, and both times we asked to speak with a supervisor, we were told one would call us back but no one ever did. After sending an e-mail complaint to the corporate offices, I received a call from an "executive relations" representative, who apologized for all the foul-ups, and assured us that things would go smoothly thereafter. Four days later, our services were erroneously discontinued again. After another 2 hours on the telephone that evening, services were restored. Foolishly, because the Executive Relations person was diligently trying to make things work, when the actual day of the move did come, we decided to keep the FIOS service, and the person from executive relations said she would see to the moving of our services to the new address. On the date the installation was scheduled, we sat and waited .. .and waited .. and finally when we called, we were told that the order for the move was put in, but that someone (at FIOS) cancelled it, and there was no explanation as to why. Incredibly, the people at Verizon thought it would be a good idea to continue with the game they seemed to like playing with us, and made more promises of service. But after a month of inconvenience, incompetence and broken promises, and several days wasted waiting or talking on cell phones, we were not ready to keep the experience going in our new home, so we dropped FIOS and converted to Optimum. Life with Optimum may have its own bumps in the road, time will tell. But I doubt we will have to go through the Hell we went though with FIOS.

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3:20 pm EST

Verizon verizon

I ordered. Verizon fios last week. I was told that my number would not be changed ( that i have had for 30 years) that was a lie. They not only changed my phone number but they also didn't inform me nor told me what the number was. I didn't know the number was changed until I called my daughter's cell phone. Now the representatives are telling me .I have to wait for 24 to 48 hours for them to help me..I am highly dissatisfied with Verizon already. This is only the first Day...

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