Verizon
reviews and complaints

I had made a phone inquiry in February to a Verizon representative to see if I could get my phone, internet and television charges reduced since my contract had expired with Verizon. The representative said over the phone that he would be able to take the first month charges of $75 off the first bill and reduce my current $165 per month charge to $145—a $20 reduction. He added that such a reduced charge would be locked in to a two-year contract.
He also said that the e-mail confirming the new charges were just an estimate and that it would not reflect what was said over the phone.
It has been two months now and I have yet to see a reduction of the charges stated as well as the initial $75 off the first month’s bill. I spent a good part of a morning explaining to several Verizon representatives the above situation, and all said that I am locked into the two-year contract . By me confirming that e-mail, which I was told initially to disregard since it was just an estimate, I have no basis to appeal.
I took precise notes on the promises said over the phone. I was given a verbal promise by your representative how much the new billing would be for the next two years. In a nutshell, here’s what I feel are your company misrepresentations:
• Verizon representative quotes $75 reduction in first month’s bill.
• Same Verizon representative quotes a $145 bill with the same services I have received for the length of the two-year contract.
• Same Verizon representative says e-mail quote was just an estimate, that his quotes would be the actual quote.
• Despite the order number, Verizon supervisor said the company was unable to trace the employee who made the quotes to verify my notes.
• Verizon supervisor said I am locked into the contract despite the conflict in quotes.

Verizon Fiber Optics is probably the worst company on the Internet that I have ever dealt with. I paid their initial fee of $14.95 online and sent them a pair of expensive sunglasses for repair. They confirmed that sunglasses were repaired and then they initially couldn’t “find them”.

This is a email I sent to several verizon wireless execs as well as community boards on verizonwireless.com
Leanna,

Thank you for your response, but it is flawed and did not address the problem. I will try once again to fully explain the problem. Please read carefully!

First of all, I know that motorola kept the bluetooth feature in the jelly bean os that was present in the ice cream sandwich os.

Second, I know that this feature will or should work.

Third, you called the wrong technical folks. You should have called the technical folks at verizon or the big wigs at verizon, because the problem is with verizon.

Verizon is the sole reason this feature does not operate like it used too!

If you really did read all of my correspondence, then you would have read that now, with the jelly bean os, verizon has made it a requirement to activate the mobile hot spot from verizon in order for the bluetooth connectivity feature to work. Motorola does not control verizon's mobile hot spot, so calling their technicians was a waste of your time and a waste of my time to read.

Up until march 14th, when I allowed the phone to update to jelly bean os, I was able to use the bluetooth connectivity feature without having to activate verizon's mobile hot spot. I was able to connect my samsung galaxy tab via bluetooth (Pair) to my motorola razr maxx and access the internet with the samsung galaxy. Remember no mobile hot spot.

Verizon finally finished what I am sure was a comprehensive review and test of the jelly bean os prior to releasing it customers. Verizon has now made it a requirement to activate the mobile hot spot for the bluetooth connectivity feature to work. This is a decision by verizon alone and has nothing to with motorola, so as I stated earlier, you should not have called motorola…. Not their issue!

I am fed up with all of the folks that have replied to my complaint. Not one of them has responded and fully answered my complaint. Each and every time the person responding leaves out a very important fact. Just like you did!

I have tried very hard in this reply to make sure that the entire problem is stated once again and where the fault rest. Verizon needs to acknowledge that they have altered a previously free feature and now are requiring the mobile hot spot where they previously did not. This is not an issue created by motorola or a defect in the motorola jelly bean os.

I am very displeased with verizon right now and I have already committed that I will change carriers at the conclusion of this contract. However, I do want to make it clear that I would like out of my contract now as opposed to 12/2013 because what verizon has done. The optimal solution is to allow me to cancel my contract and for verizon to waive any and all cancellation fees. Another option is for verizon to tell me how to uninstall jelly bean os and revert the os back to ice cream sandwich.in either case, until I am satisfied with the responses from verizon, I intend on telling anyone and everyone I can what verizon has done with this previously free feature and I will do this via any public forum or verizon forum I can find online. I will make updating customer review blogs & forums my #1 daily mission until my contract expires in 12/2013 or until verizon releases me from my contract without penalty.

Thank you.

Keith davis

I have been with Verizon WIreless since 1994, with 6 cell phones on my account, 3 smart phones and 3 regular phones.
I had to replace a 12 month old I Phone 4S because the phone made of glass was not safe for my son to continue to use.
My three smart phones were on an unlimited data plan. I called Verizon WIreless on a recorded line, was told that if I ordered and upgrade on a regular line, then just used the phone to replace the Apple 4S, I would be able to continue to use the unlimited data plan. I received the phone and activited on line as suggested in the packaging. 30 days later I find I was switched to a 2 Meg data plan and had overages. I called Verizon and they told me I had to call to activitate the phone and do the transfer rather than doing it on line, something I was never told and being such a long customer I know how to activate phones. Customer service said they would review and try to roll me back to the original program and they would take three business days. Seven business days later I called them to find they would not do what I was told when I purchased the replacement phone. I have a higher bill, a plan I did not sign up for. I have asked them to tell me who regulates their license and I will send them a letter. I find this was very unethical for a large company to an existing customer and it is all on my back. My regular monthly Verizon combined bill is $ 475 so I am sure I can find a new home for my money.

I have been with Verizon since 2008 and started with FIOS. I was sold on the good advertising. To date, I now pay $196.50 per month for one DVR, and one mini box. I have ShowTime, and 35/35MPS internet speed, that is it. I notice that my computer is again running slow when downloading. I called Verizon and was told they do not offer the 35/35 MPS service anymore, only higher or lower options are available. HUMMMM, my question was, how can you provide me with 35/35MPS when you no longer offer it...response was we can. I then ask if my bill could be lowered and was told no unless I reduced my services. I then hung up and tested my internet speed on Verizons website and several other sites. My answer was, I am getting 15/5MPS! I am paying for a higher speed; however, getting slower speeds. As I type this, Brighthouse is welcomed back into my home, and they are installing today. With no contract, same channels and 30MPS internet speed, I dropped my bill $68.00/month for home phone, cable, and internet. That is a true savings. Not a Verizon fan and tired of helping them get richer, time to put some money back into my pocket. See ya Verizon!

For the Culver City, CA, area, which is in the metropolitan Los Angeles area, this complaint pertains to:

1. Quality of Verizon's DSL service (Terrible)
2. Verizon Customer Service for "bundled" customers (both over the phone and technicians) - Terrible
3. Verizon's technical ability to connect/disconnect DSL service without disconnecting the bundled customer's Verizon's home phone land line (Terrible)

I have been a Verizon Wireless customer since before they provided wireless cell service (my account was acquired by them). That is what it is. I've been a Verizon home land line customer for the last 3-4 years. No real complaints. The trouble started when I decided to save money from my Time Warner cable internet, and instead go with Verizon's cheaper DSL service. They were offering a special deal for "bundled customers." Huge mistake. Their DSL service is not even the minimum speed they "guarantee." Six times out of 10, websites would time out and give me error messages. Navigating was extremely slow, cumbersome, and required multiple reboots and tries of 3 different web browsers until one worked. Netflix would only stream standard definition on my HD TV, and downloading an HD movie rental from iTunes on my Apple TV would take anywhere from 4 to 8 hours (I'm completely serious). Also, the day they activated my DSL service, my land line phone service stopped working. No dial tone, and people calling the number would just hear it keep ringing, while on my end, no ringing and no dial tone. The struggle with their ridiculous customer service people involved one person who hung up on me, another who gave me the incorrect window timings, being disconnected (again) while on hold, and an on-site service technician who never called, but the phone customer service people claimed he/she/it had been on site and "had found nothing wrong." Quite honestly, I feel the customer service people are really just trying to cover for themselves/the company and will tell you anything. They magically fixed the problem on their end, and never bothered to explain, while I had no phone service for over a day. They basically punished me for ordering DSL service with them.
That's not the end of it. I have now canceled DSL service with them, and they have disconnected my land line phone service again. They are sending out their technician, when I know for a fact that the problem is on their end.

I just got off the phone with zoey with Verizon cust service and although apologetic she was not able to issue even a partial credit even though I have not been back home since being evacuated by FEMA from. Zone A in the Rockaways -and have not used my service since then - because I did not think of my Verizon service in the middle of the hurricane and call to suspend - just business as usual - the Verizon rep's all said not to worry you are in zone A but when it comes right down to it except for press releases about what they are doing for the affected community it's just business as usual Verizon only cares about separating you from your money whether you receive goods and services or not-whether you are in a disaster area or not it's all the same-

Sent from my iPhone

On Dec 13, 2012, at 3:34 PM, [protected]@verizon.com wrote:

Dear S Friedman,

Thank you for choosing Verizon. I have received your email dated 12/12/2012 regarding Verizon service I know how this can be important. I apologize for any frustration or inconvenience this has caused. My name is Roishawn, and I will be happy to assist you and also review the account to make sure you are getting the best value.

In order to resolve your concerns, please contact our Consumer Sales and Solutions Center directly at (800) VERIZON or [protected]. Our representatives are available by phone 24 hours a day, 7 days a week.

You will be prompted for your telephone number by our Voice Response Unit. To ensure protection of your personal account information and expedite the handling of your request, please have your Verizon account number or bill available.

The department to which we have referred you will be able to assist you. If you have any additional questions, please let us know. We look forward to serving you.

Thank you for using Verizon. We appreciate your business.

Sincerely,

Roishawn
Verizon eCenter
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Verizon Wireless is a crook. I have been a loyal customer for the past decade. I recently ended my contract with them and switched to a monthly service with Boostmobile. They charged me an early termination fee saying that the date i upgraded the last phone was the official contract ending date and the date on the online log in was just for eligibility to upgrade new phone. What kind of crap is that ?
I didnt updated my phone til 4 months later the last time and picked the simpliest flip phone. Now they go by that date to end my contract which extended another 4months...
That doesn't make me happy at all by this little twist in the contract. So i get charged early termination fee for it. I called and complaint and no one seems to get my point. If I waited 4 months after my contract ends to get a new /free phone, why should it extend another 4 months on the initial contract ?

Not signing another contract with anyone ever again. A bunch of crooks.

Verizon Customer Service Promotions are garbage gimmicks . There is this thing about getting service and money back gimmick . Verizon sales person tells me about getting a Visa Card in the mail with cash back with in 90 days . He never explains the rules but tells about the offer . So I fall for it & renew my Verizon Fios . So its way over 90 days . I call and the rep told me that it cancels because I was a few days late on 1 billing cycle . I'm like well would of been nice to have known about the rules but I had never gotten them . The Rep tells me that they mailed it to me . Next day I go to the post office for confirmation of mails from Verizon . The Mail records of everything that I received from Verizon were all my billing statements from Verizon . Each Billing has nothing that shows anything about the promotion rules . Of a Visa Card .

I got a phone upgrade a year and a half ago and the GPS has never worked right. I went back the same week and complained and the guy in the store redownloaded it and told me it should be fine. It wasn't. I have called Verizon so many times and complained about its functioning that I can't even count them. I have returned to the store where I bought and complained about it so many times I've lost track. I've been to the stores with "advanced technicians" over and over and over again. Last night the young male "advanced technician" told me, "The GPS unit inside the phone itself is defective. You need a new phone. Unfortunately, your warranty has expired and I can't give you one for free." Really.
I informed him I am not going to buy a new phone since I have been struggling with this one for a year and a half, I will continue to struggle with it until my contract expires, and then I will get services from another company. He said he was sorry to hear that. I told him that since he is the first person to be honest with me, I'm not mad at him, but I am done with Verizon with over this.

My phone was stolen and when I called to have Verizon track my phone (a service that is paid for in my contract) and when I told the gentleman where I was, he laughed at me and said, m "If you only knew how close you are to it, " but said he couldn't tell me where it was. When I called to file a claim to get a new phone, I received very little help and in the multiple hours I spent on the phone with the claims department and customer service, I was hung up on 4 times. With a password, all of this could've been avoided; however, that was a "breach of security". I missed out on a job opportunity because I will not receive my phone until Monday and the phone number that I needed couldn't be released to me except by text message (to my stolen phone) or snail mail (which I would receive some time next week.) im a masonry contractor building mostly Lowes, schools, and Walmart. Glad my Uncle had his phones and contacts when they called him to build Alltel Arena. I need this problem is resolved today. should you decide to correct this problem you can send my contact list to [protected] / [protected] Please remember contracts are to protect both parties.

this company only cares about one thing and that is money so if you are looking for a phone company to do business with you better look else where they ripped me off by overages that never happened look out folks the big thief is verizon

I've been a Verizon customer for years now. I recently added two iPhone 5 lines to my existing line. My plan was to change my new iPhone 5 to my old number and give my sister the old iPhone 4 on the old line (now with the new number.) This was supposed to be a painless process but it took the reps (who royally screwed up) three days just to get my new phone working. They couldn't even activate it correctly.. leaving me phone-less for three days. Of course, my bill was not prorated at all for these three days...
So after all of this my sister decided she didn't want my old iPhone 4 and I tried to cancel the old line. I was told through a smirk that I would have to lose my old number and take a new phone number and pay a $300 cancellation fee because I'd be canceling the new line.. I've about had it with this company.

I have been a Verizon customer for 6 years...the most recent interaction I had with Verizon has been horrendous. The service of this company has deteriorated so bad that it makes Sprint look like the Ritz Carlton.

I recently left my job at a bank...the bank stated that I could transfer the phone to me...I call in spoke to a rep that completed the the transaction. I stated I DO NOT WANT A NEW CONTRACT JUST ADD IT TO MY WIFES PLAN. The rep took care of it with a smile no problem. I thought to myself wow that was easy...oh how wrong was I.

A few months later I am looking into options as my wifes contract is expiring. I am told that my contract runs another year and a half? WTF are you kidding me. I called in and went all the way to executive relations...spoke with Latoya Brown...not sure how she made it to executive relations horrible rep. It took 10 days to get her on the phone and 7 voice messages not sure what kind of executive relations that is.

I asked them to pull the tapes and listen to the conversation...nobody did this nor was anyone willing to. They know that they messed up but will not look into it. I spoke to executive relations and stated I am moving to a new home and was considering Verizon Fios TV...just get this mess fixed and I would happily expand my services to also include tv. ANYONE WITH HALF A BRAIN could have fixed this. Just horrible service. I am leaving verizon and never looking back. Verizon has become to big to care about the consumer...I really wanted Fios TV to simplify my bills and have my voice and TV all together. If you cant take care of your voice customers why would anyone do more business with you.

Just wanted to post this as awareness for all existing Verizon customers. I will copy and paste and post in as many forums as possible.

Verizon sucks

Thanks
Ray

We purchased 5 verizon phones and put a $400 security deposit on each one. The deposits were supposed to be returned in July. The only returned 3 of them. Is spite of call after call, we get nowhere with them. It looks like our only recourse is to sue for it. Given the cost of that, has anyone else had their deposits not refunded. A class action lawsuit might get our money back and some funds for aggraavtion and hassle.

Verizon is now charging a new $30 upgrade fee. To renew your contract for 2 years they are charging upfront fee of $30. Agent says it's a brand new fee and she doesn't like it either but too bad...There's gotta be a better cell phone pkg. With 4 phones I think I'm already stuck in this plan for the rest of my life now they want another $30/phone for the honor of paying their over-priced rates every month for another 2 years/phone? Grrrr.