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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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8:11 am EST

Verizon verizon fios

This is a letter written in response to a collection notice from Verizon FIOS. RE: MRS ACCT#: 345XXXX Amount Due: $183.48 Dear MRS Dispute Department, I am writing in response to the above referenced account which originated with Verizon. Below is a very detailed and somewhat complicated explanation of my horrific experience with Verizon. Please forgive me for oversharing, but I intend on sending this email to Verizon and the FCC as well. I understand that MRS has just acquired this account, and none of this is any fault of MRS or its associates. 1. Originally I established services with Verizon in October of 2012 under account # XXXXXXXXXXX0102. This account was at my residence of X XXXXXX Court, Dover, DE XXXXX. I was a renter. My landlord was very particular about not drilling into the siding of the house. The installation rep had to install service using a crawl space under the house. (This is important as you will read later in #6 below) When this service was disconnected, there was an outstanding balance of over $300 on this account. I do not know the exact amount. 2. In January 2014, my Chapter 7 bankruptcy was discharged. Please find attached my Discharge of Debtors: Page 3 will show that Verizon Bankruptcy Department was notified of my bankruptcy. According to bankruptcy law, I am not responsible for the balance left on the account mentioned in #1 above. 3. In January 2015, a Verizon representative visited my home (still at X XXXXXX Court, Dover, DE XXXXX) and asked me to switch to Verizon from my current carrier. I explained the prior account in #1 and the bankruptcy in #2. I was told that I was approved for service regardless, with no down payment. I was hesitant still, because as I explained to the sales woman, I was moving out of state in July. She ASSURED me that I because I was moving to an area that did not offer Verizon FIOS (I provided the zip code that I was moving to), I could cancel with NO FEE. Well, she lied as you will read further in #5 below. 4. Because I was assured I could cancel in July with no fee, and Verizon was going to “save” me a little bit of money each month (insert laughter here), I switched. New service was installed in January 2015 under a new account number XXXXXXXXX0001. 5. In June 2015, I called to set up a cancellation of my account mentioned in #4 above. Low and behold, I was advised that I was going to be charged a $200 fee for early termination of the contract. I asked for a supervisor. I explained the story I was told by the sales person. Basically I was told “Too bad”. There was nothing that could be done about the $200 fee. I wrote a letter of complaint…surprisingly (NOT) I got no response. At that time, I had the name and personal cell phone number of the sales person who lied to me. Verizon did not care. Defeated, I had to accept the $200 fee as my liability. 6. Only days before my scheduled move (late June I believe), I had to call Verizon because my internet stopped working. I needed my internet as I work from home. After several attempts to reset the internet/modem by phone, I was told I needed to have a service person come to the house. I accepted the first available date and time, which was July 2. I wasn’t available to be there on the date of the service call, but my 67 year old mother was there. The service technician came, advised my mom a wire needed to be replaced and without asking permission DRILLED into the siding of the house. Remember in #1 when I said my landlord didn’t want the siding drilled into? Not only did the service person damage the siding, but he also left a huge mess on my floor. Wires strewn about and l eft his drill right in the middle of the floor. See the attached photo which I took on the day of my service appointment. I took the photo with the intention of writing another complaint letter, but upon moving out of state, and never receiving a response to my first letter, I thought “What does it matter?” I left the drill right there in the middle of the floor….right up until the time that I moved out on July 7. The service person did not call to ask for his drill, did not call to apologize for leaving it on my bedroom floor….NOTHING. 7. After my equipment (boxes, modem, etc.) was returned, I got confirmation via email in August. A short time later, I got another email containing bill details. It was one of those emails where there was a link to watch a personalized video detailing your bill. The balance according to that video was approximately $365 which is what I remembered my balance to be (my last month’s bill plus the bogus $200 early termination fee). I set up Bill Pay via my Wells Fargo checking account. I split the balance into 8 equal payments of $45.56. As if all of the prior mentioned experiences weren’t horrific enough, here is where it gets REALLY BAD. 8. What I didn’t notice is that the emailed personalized bill video I received was for the account I mentioned in #1 (Account # XXXXXXXXXXX0102) which should NOT have any balance considering it was included in my bankruptcy mentioned in #2 above. Unaware of this discrepancy, I made payments of $45.56 on 8/21/15, 9/4/15, 9/18/15, 10/2/15 and 10/16/15 using Account # XXXXXXXXXXX0102. 9. Sometime around 10/16/15 (perhaps earlier) I called Verizon because I’d received a bill for Account #XXXXXXXXX0001 and it did not show receipt of any of the payments mentioned above. I was literally on the phone for 2 hours on this day trying to figure out what was going on. After speaking to no less than 10 people, I was ultimately transferred to a collection agency. The collection agency couldn’t help me either because my account was not in collections…at least not yet. At the end of the call, although I was completely frustrated, I at least realized what the issue was. a. The issue was that the first 5 payments mentioned in #8 above had been posted to my old account # XXXXXXXXXXX0102 instead of account # XXXXXXXXX0001. I was also advised that the original balance on account number XXXXXXXXX0001 was $369.50. Since at that time I had made 5 payments of $45.56, I recalculated and updated the account number on my Wells Fargo Bill Pay checks. On 10/16/15 I made a second payment of $46.82 using the correct account number of XXXXXXXXX0001. Followed by an additional 2 payments of $46.82 on 11/1315 and 11/27/15. b. As a reminder, I did not owe ANYTHING on account # XXXXXXXXXXX0102 since it was included in my bankruptcy! I should not have ever been billed for this account and Verizon should not have accepted ANY PAYMENTS on this account. 10. To date I have paid a total of $368.26. All proof of payment is attached to this email. a. $45.56 on 8/21/15 b. $45.56 on 9/4/15 c. $45.56 on 9/18/15 d. $45.56 on 10/2/15 e. $45.56 on 10/16/15 f. $46.82 on 10/16/15 g. $46.82 on 11/13/15 h. $46.82 on 11/27/15 11. The amount due on the notice from MRS is $183. 48. I have no idea where that balance came from because when I called Verizon in October 2015, I was advised the balance on Account # XXXXXXXXX0001 was $369.50. Since I have made payments totaling $368.26, my records show I owe a total of $1.24 ($369.50-$368.26=$1.24) which I will pay once this entire issue is resolved and I receive a corrected invoice reflecting that amount….that is, unless Verizon determines that all of my pain and suffering is worth at least $1.24 and is willing to write that amount off? (Insert more laughter here) I am asking that Verizon, or MRS, or whoever is responsible to resolve this issue reads each of the above pieces of information and takes appropriate action to move payments from Account XXXXXXXXXXX0102 to Account XXXXXXXXX0001. Then immediately remove my account from collection and DO NOT report this to any credit bureau. Looking back at all of my experiences, I am appalled at the TRAIN WRECK that Verizon Customer Service has become. • January 2015: Sales person visited my home and LIED to make a sale • June 2015: Supervisor is absolutely no help at all and will not adjust an error made by the sales person. I am held liable for a $200 early termination fee that I was promised I would not have to pay. • June/July 2015: Wires that were in place for only 6 months suddenly need to be replaced • July 2015: Service technician drills into the siding of my house without permission AND leaves his mess for me to clean up on my bedroom floor • August 2015: Verizon sends me a bill for an account that was written off in Chapter 7 bankruptcy • October 2015: 2 hour phone call to Verizon Customer Service. No one would help me. Shipped me off to a collection agency to get me off the phone even though my account was not in collections. • December 2015: Verizon sends me to collections even though in October, there are PLENTY of notes on my account explaining the billing discrepancy. Need I mention that I will NEVER again do any type of business with ANY company who has ANY connection to Verizon? Please let me know if there is any additional information I can provide. Otherwise, I look forward to learning this has been resolved. Based on Verizon’s track record though, I’m not holding my breath. Sincerely, Jamie H.

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2:32 pm EST

Verizon service and being lied to

Verizon has grown so big that they don't much care that they screws their customers... I lost my phone and I am still being billed for it... I have called 4 times and it takes them 20 minutes to read my comments and each person says they do not see the comments from the previous person I spoke with. However I have kept records of people I have spoken too. Verizon is a little business mafia stealing from its customers. There charged me double to activate a phone. I spoke with a james from verizon at [protected] and he stated that he would remove the double charge he never did! He also stated that he would have some one from the local store that charge me apologize never happen, verizon has lost its integrity as a honest company. They are incorrigible and totally lack honor. All they care about is the bottom line and how much the investors can make. Another one bit the dust.

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6:06 pm EST

Verizon bait and switch on internet bill

We signed up for Verizon Internet in October of 2015, our first bill was to be paid November 2015 at the price of $50. The woman we talked to said our recurring bill would be $50 a month and the highest bill we would receive is $75 for equipment plus $50 monthly charge equaling out to $125. Well this month January 2016 we are suppose to pay $199.13. Several of the charges are unexplainable. And the woman on the phone that we talked to to try and figure this out said our now recurring bill would be $153 a month! I'm disgusted! We never signed up for this! Our understanding was a recurring monthly bill of $50. What do I do? We have this contract that we were fine with had they kept up their end of the bargain, but NOW they are taking advantage of us and can't explain anything about why it went up etc. I'm very angry.

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10:17 am EST

Verizon fios/tv

Verizon/fios appt. was scheduled for 11am-2pm, dec 31, order#njdq081kc2 for tv service. verizon tech called and said his supervisor told him to cancel my appt to 4pm since he was told to do a complete install in parsippany. at 4pm, the tech called again and said his supervisor (ms. liberty martinez) told him to cancel me again since he was to do another install in denville. I wasted the entire day before new year's although I was scheduled but cancelled, twice, for people who are somehow more important than I am. I want to know why this disgrace happened.

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2:11 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Verizon billing/customer service

We cancelled our contract with Verizon on October 25, 2015. From then until December 17, 2015, we kept asking for our final bill and even filed a complaint with the BBB because we were not getting a response. We FINALLY got the bill on 12/17/15 and lo and behold we received a notice today (12/30/15) that we had been turned into collections. Are you freaking kidding me? This company has the worst customer service ever and apparently do not care if they are doing the right thing or not. Guess what Verizon? I would never return to you no matter what promotions you had going on and now I will file more complaints against you because this is really bad business practice going on in your organization.

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9:09 pm EST

Verizon verizon fios

Chat Subject:FiOS Television (Remote Control) Your Question:I would like to setup the remote to control my NAD audio receiver- is that possible? The code number 250 doesn't work. A Verizon Service Representative will be with you shortly. Thank you. Agent Sarah has joined. (15:10:46) Sarah : Chat ID for this session is ##############. (15:10:46) Sarah(15:11:01): Thank you for contacting Verizon FiOS Repair Support. My name is Sarah. May I have the billing telephone number ? Anonymous(15:11:20): ###-###-#### Sarah(15:11:56): Thank you. Sarah(15:12:17): May I have your preferred call back number in case Verizon needs to follow up on this issue? Anonymous(15:12:30): same number is fine Sarah(15:12:41): Thank you Ms. Anonymous. Sarah(15:12:51): Let me check the remote you have. Anonymous(15:13:25): it's the VZ P265v3 RC Sarah(15:15:01): I see that you have the PHILLIPS UNIVERSAL REMOTE CONTRL : PRC144. This is the 2 button remote which is used to program the set top box and TV. You will require the 4 button remote that is RC144. With this you can program any other device you want. Sarah(15:15:21): You can place the order from the below link : FIOS accessories : - http://www.verizon.com/fiosaccessories https://teleproducts.verizon.com/fios Anonymous(15:16:11): Is there a cost to that? Sarah(15:16:32): Yes you will have to purchase this remote separately. Anonymous(15:17:07): Is there any to get it included? We spend a lot of money on our monthly cable, internet, and phone bill. Sarah(15:17:42): I understand your concern. Sarah(15:18:08): There is no option to send it FREE. You will have to purchase it. Anonymous(15:18:21): meh Sarah(15:18:32): However, I can connect you to the billing team and you can check with them. Sarah(15:18:37): Shall I ? Anonymous(15:18:42): ok- thank you This session is being transferred. (15:19:03) This session is transferred to Suzie. (15:21:29) Agent Suzie has joined. (15:21:29) Suzie : Chat ID for this session is ##############. (15:21:29) Suzie(15:21:34): When you chat with us, you grant us permission to review your services during the chat to offer you the best value. Your current services will not be affected if you refuse permission by not proceeding with chat. It is your right and our duty to protect the confidentiality of your account information. For quality and security purposes, your session is recorded and may be monitored or reviewed. Anonymous(15:22:16): ok Suzie(15:22:26): How may I assist you today? Anonymous(15:23:04): I would like to be able to control the volume on NAD receiver, but the last agent told me I needed another remote to do so. Suzie(15:23:34): I can provide you a link to order any remotes we offer. Anonymous(15:23:34): said i needed a 4 way programmable remote Suzie(15:23:54): https://www.verizon.com/home/fios-accessories/ Anonymous(15:24:10): yes- I am not willing to pay extra for it. Our monthly bill is over $200. Can you be of some help? Anonymous(15:25:02): According to your link the remote is valued at an additional $3 more than the one we use now Suzie(15:25:33): I apologize, we do not have access to that site for remoted. Suzie(15:25:38): remotes Suzie(15:25:48): The only option for remote ordering is there on the link provided. Anonymous(15:26:21): I'm not willing to purchase it. Is there any way to get it included so we use our TV properly? Anonymous(15:26:46): Unless you can credit our account for the cost. Suzie(15:26:46): I apologize, there is not. Anonymous(15:27:20): meh Anonymous(15:27:37): can you tell me how much my bill was last month? Suzie(15:28:52): Sure, may I have the account number? Anonymous(15:29:04): I don't have the account number Anonymous(15:29:12): ###-###-#### Suzie(15:29:48): What is the alternate phone number on file ? Anonymous(15:30:00): ###-###-#### Anonymous(15:30:12): I think you'll find the bill is around $200 Suzie(15:30:33): One moment. Anonymous(15:31:08): For roughly 2 years we've been spending around $221 Anonymous(15:31:36): $221 x 24 months = $5304 Anonymous(15:32:48): After spending over $5 thousand dollars- it would be nice to actually have a remote that works properly (which according to your own website is only valued at $3 more than the one we have now) Suzie(15:32:53): The last bill mount was $197.10 Anonymous(15:33:45): I think my request is reasonable- do you agree? Suzie(15:34:20): I apologize, I am unable to remove the cost for a remote order. Anonymous(15:34:43): okay- can you provide it another way? Anonymous(15:35:04): Is their a supervisor available who can see this logic? Suzie(15:35:09): The only way to order a remote with Verizon is through the link. Suzie(15:35:24): You may check with Repair to see if they are able to replace a remote you have now. Anonymous(15:35:47): is their a supervisor available? Anonymous(15:36:01): the difference is literally $3 Anonymous(15:36:18): but the website wants to charge us $18 Suzie(15:36:34): The difference of what? Anonymous(15:36:50): the remote being provided now and the one we need Suzie(15:37:30): The free remote we provide when you begin is the only remote we provide at no cost. Suzie(15:37:46): The other remotes we offer are listed there on the link. Anonymous(15:37:49): is there a supervisor available? Suzie(15:38:05): I will be happy to check for you, one moment. Suzie(15:41:47): My Supervisor is available. One moment and he will be with you. Anonymous(15:42:01): thanks This session is transferred to Elvin. (15:42:21) Agent Elvin has joined. (15:42:21) Elvin(15:43:02): Thank you for choosing Verizon and visiting our chat service. I will be happy to help you today. I am a supervisor in this department. One moment while I review the chat transcript to get up to speed on the situation. Anonymous(15:44:37): ok- thank you Elvin(15:46:28): I'm sorry about this. We are unable to process remotes without a fee from our department. If you want to purchase the 4 evice remote you can do this at the link provided to you. Anonymous(15:48:27): Can you provide a credit to the account? Elvin(15:48:43): No. I am sorry. Anonymous(15:50:44): These remotes aren't even offered with the service? Elvin(15:51:05): No I am sorry. Elvin(15:54:02): I haven't heard from you for a few moments. Would you like to continue chatting? Anonymous(15:55:37): I'd like to figure out a way to work this out Anonymous(15:56:04): I'm not pleased with the outcome Elvin(15:56:30): I understand how frustrating this must be. Unfortunately there is no more we can do for you. Anonymous(15:56:48): There is, but it seems you won't Elvin(15:57:43): I can see why you feel that way. Elvin(15:58:04): Is there anything else I can do for you with today? Anonymous(15:58:20): Can you tell me the cost of what Verizon pays for the remotes? Elvin(15:58:51): One moment Elvin(16:01:27): FiOS TV Remote Control (4 Device) is $17.99. Shipping charge is $5.99. Anonymous(16:02:01): I don't mean retail Anonymous(16:02:14): I mean what Verizon pays for a remote Elvin(16:02:25): That is all the information we can provide Anonymous(16:02:30): I can buy a remote a the dollar store Anonymous(16:02:53): We pay on average $221 a month on our bill Elvin(16:03:09): I understand. Anonymous(16:03:24): and we have a remote that doesn't work properly Anonymous(16:04:20): And you want to charge us an additional $24 Elvin(16:04:50): If the remote is out of warranty then a purchase would be needed. If it is in the warranty period our FIOS Technical Support Team can replace the remote with the same model. Anonymous(16:04:56): for something that we probably can both agree on costs a dollar or less to manufacture Anonymous(16:05:15): can you find out if we're within warranty? Elvin(16:05:51): I can transfer you to our FIOS Solutions Team if you like. Anonymous(16:06:24): no thanks- I'd like to work with you. You're a supervisor, correct? Anonymous(16:06:35): please find out for me. Elvin(16:08:56): It appears you are out of warranty. Anonymous(16:09:25): When did the warranty end? Elvin(16:09:55): 12 months after the start of your service. Anonymous(16:10:17): I just want to get this straight- if our remotes stop working... we have to pay for them? Anonymous(16:10:30): Our $221 monthly bill doesn't cover that? Elvin(16:10:41): Correct Anonymous(16:11:00): What about if the box stops working? Elvin(16:12:01): Set Top Box equipment is not bound by a warranty period. Anonymous(16:13:08): Our contract is up on Jan 3. What if the remotes are returned and one of them is not working- will we be charged? Elvin(16:13:59): No. Anonymous(16:14:33): Do you think this an unreasonable request? Elvin(16:15:05): I'm sorry about this. Anonymous(16:15:18): The RETAIL cost on your own website only shows a $3 difference between the two remotes. Anonymous(16:15:28): Don't be sorry- just make it right. Anonymous(16:15:52): oh- and there's $6 shipping too. let's not forget that. Elvin(16:16:12): There nothing more we can do for you. Anonymous(16:16:33): are you unable to control your computer system? Anonymous(16:17:02): because if you can control it- you could do something. Elvin(16:17:42): We cannot override the purchase process for remotes. Anonymous(16:18:14): Can you give a customer a credit? (careful how you answer) Elvin(16:19:30): We are unable to process a credit toward your account for this issue. Anonymous(16:19:56): Why are you "unable"? You are a supervisor, correct? Elvin(16:20:18): I am a supervisor. Elvin(16:21:44): I understand you are not happy with our process and procedures. Unfortunately, the remote is ou of warranty and if you would like to replace the remote there will be charge. It is unavoidable. Anonymous(16:22:19): I don't want to replace it. I just want one that can control the volume. Anonymous(16:23:40): I think that's very reasonable request since we spend $221 a month on Verizon service Elvin(16:23:45): If you do not want to replace it then adding a new remote would result in a fee. Anonymous(16:24:54): it's not broken so i just want one that works properly Elvin(16:24:59): I understand how you feel. Anonymous(16:25:14): great- so you'll take of the Verizon issue then. Elvin(16:26:30): I am sorry we are not able to process a remote for free and will not be issuing an adjustment to your account. Elvin(16:26:36): Is there anything else I can help you with today? Anonymous(16:27:41): that's not sufficient Elvin(16:29:17): I am sorry you do not like the response we have provided. If there is nothing less we will end this chat. Anonymous(16:29:28): is there someone higher above a supervisor i can speak with- someone who understands that losing a customer who pays $221 a month and has already spent over $5000 for the two years they have been a loyal customer Anonymous(16:29:52): over the cost of an over exaggerated, blown up cost of a remote? Elvin(16:30:08): I can have someone call you in 1-2 business days. What number can they reach you? Anonymous(16:30:24): that is not sufficient Anonymous(16:30:34): let's take care of this right now Anonymous(16:30:46): let's use logic Elvin(16:31:01): There is no higher Supervisor on chat in this department at this time. Anonymous(16:32:09): ok- so let's just stop wasting time over a cost of a remote to verizon which is probably a dollar or less. Anonymous(16:32:27): not asking for the world here Elvin(16:33:03): I Am sorry we are not able to process a remote for free and will not be issuing an adjustment to your account. Anonymous(16:33:54): why not? Elvin(16:34:54): We cannot override the purchase process for remotes. Anonymous(16:35:35): is there something wrong with your computer? Are you not a supervisor? Anonymous(16:35:51): Are you able to issue a credit? Elvin(16:36:22): There is nothing wrong with my system it works as designed and I am Supervisor. Anonymous(16:36:24): Just want you to know I'm posting this conversation online to public forums. Anonymous(16:37:10): I think this is very greedy on Verizon's part Anonymous(16:37:46): Provide the customer with a remote that doesn't allow for good service and charge a great deal more in order to make it right. Elvin(16:41:59): I am sorry if your remote is having trouble and is out of warranty (over 1 year old) and in order to get a replacement or adding an additional router requires a charge. The only example I can see is if you purchase a TV and it includes a remote and after a year goes by the manufacturer or store you purchased it from would not replace it for free. Anonymous(16:42:59): Are you playing ignorant? Do you understand what I am asking? Anonymous(16:43:09): Do you think this remote is broken? Anonymous(16:43:35): Can you please explain to me what you think is going on here? Elvin(16:46:47): If it is not broken but not meeting your needs you can purchase a new remote. The example above still applies if you get a TV with a remote but the remote is not sufficient for your needs the Manufacture or Store will not prove another model remote at no charge. Elvin(16:48:54): I haven't heard from you for a few moments. Would you like to continue chatting? Anonymous(16:49:00): hold on Elvin(16:52:37): I haven't heard from you for a few moments. Would you like to continue chatting? Anonymous(16:52:44): yes Anonymous(16:52:48): still typing Anonymous(16:54:00): I think you've made yourself look foolish enough- posting this to the online forums for the court of public opinion. I encourage everyone reading to contact the Better Business Bureau against Verizon- BBB is an excellent service. We're going to give a serious thought as to whether we'll be renewing our contract on Jan 3. Anonymous(16:54:39): A wholesale cost to Verizon has to be less than a dollar over a customer who has spent over $5000 Anonymous(16:55:20): This was a regrettable decision on your part Elvin of Verizon. Elvin(16:55:50): I'm sorry about this. Is there anything else I can help you with today? Anonymous(16:56:09): You could do what's right. Elvin(16:57:04): I am sorry you do not like the response we have provided. If there is nothing else we will end this chat. Anonymous(16:57:26): Answer me this- Anonymous(16:57:37): Do you think this makes sense on your part? Anonymous(16:57:49): Personally Elvin(16:58:14): I cannot give a personal response. Anonymous(16:59:24): Can you tell me what $221 - $1 equals? Elvin(17:00:35): Since there is nothing else we can do for this situation we will be ending this chat. Anonymous(17:01:03): you didn't answer my question Anonymous(17:01:32): you could tell me how much it costs Verizon wholesale for the cost of a remote? Elvin(17:02:23): We do not have that information to provide. Anonymous(17:02:42): you work for Verizon, correct? Anonymous(17:02:59): does the cost justify the means? Elvin(17:04:35): I am sorry. I am not going to answer question that is still debating the decision we have made. If there is nothing else we will end this chat. Anonymous(17:05:00): that's unfortunate Anonymous(17:06:53): For everyone reading- I'm not suggesting this, but Elvin here made it clear that broken boxes are covered under warranty. If the Better Business Bureau can't help- don't break them on purpose. Anonymous(17:07:03): Alright Elvin- we're done now. Elvin(17:08:29): Set Top Box equipment is not bound by a warranty period. and can be replaced at no charge. Elvin(17:08:55): I apologize for your confusion. Anonymous(17:09:23): No charge is good enough. Seems like they would cost a lot more than a remote. Elvin(17:11:10): Set Top Boxes have a rental charge associated with it. Elvin(17:11:26): Thank you for chatting with Verizon. Have a great day! Your session is now closed.

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5:28 pm EST

Verizon data overage scam

My husband and I constantly receive alerts from Verizon that we have used our data allowance and that we need to increase our data allowance at an additional cost. We don't use Skype or watch videos at all, and we text minimally. I would rather get my teeth extracted than make another trip to the Verizon store, where employees give you the run-around and never answer questions. Where do they even find these people who are consistently callous, boorish, and evasive? The "solution" is always to bump us up into the next pricier tier. How does Verizon get away with this?

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Ginger1029
, US
Jan 01, 2016 7:05 am EST

We experience the exact same issue. It is only the two of us and we are at work all day. We don't have numerous devices...just one home pc...and we are constantly being told that we are going over our data usage.

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10:45 am EST

Verizon stephanie agent # 8444

I called in this morning because I accidentally made two payments to my account. The first girl I talked to was very polite and very understanding, but the situation was above her so I was transferred to a supervisor. That's where Stephanie #8444 came in. Never have I experienced such rudeness from someone on customer service. I explained my situation and that I needed to be credited one of the payments back to my account. I made an honest mistake and needed the money to be put back in so I didn't go into overdraft. The whole time I was nice because I've worked in customer service so I know how a lot of people can be. She said both payments were valid because I agreed to terms and conditions. Again, I told her it was a mistake on my part but I didn't feel like I should have to pay double for the month. Her exact words were " well I shouldn't have to pay for your mistake either." Really?! The money doesn't come from her pocket, it was MY money I need credited back. I told her how rude she was and asked for a corporate number. She refused to give it to me, so here I am. If she talks to all customers this way she shouldn't have a job there. When I find the correct number I will be issuing a formal complaint as well.

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11:29 pm EST

Verizon customer service

Between Verizon fios and Verizon (home), customer service is the worst I have ever dealt with. I was connected to another country where the representative kept me on the phone for 96 minutes and had NO knowledge or understanding. I was promised an exact amount for new fios service and that was a LIE. My home phone bill did not arrive until Dec.3rd and is due Dec. 7th. After 58 minutes, many different responses, and three "representatives" I figured out Verizon messed up and did not send bills out when they were supposed to. I AM GOING BACK TO DIRECTV!

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5:08 pm EST

Verizon phone landline disconnected for no reason

Two weeks ago on 11-16-2015, after being a Verizon customer for over 7 years, Verizon disconnected my phone land line for no reason. After endless hours on the phone on hold, having to listen to HORRIBLE music, being disconnected many, many times and having to call back again, despite the fact that a call back number was given to the customer representative, dealing with incompetent customer service representatives who don't know what they are doing (except one person Marianna), having my Thanksgiving day severely disrupted and most of all my business line disconnected and losing God knows how much money, Verizon still has not restored my service to my original phone number! I had to order a new phone number which took many days and then was promised that only then my original number could be given back to me. This should have happened today. Well, it is December 1st and I am still waiting. If I had the choice I would definitely go with another carrier, but there is no other company in my area unfortunately. This should have never happened in the first place. A couple of months ago Verizon disconnected my sister's internet for no reason too and she had to jump through hoops for days to have it back. But this is now two weeks and counting? This is great material for a law suit and deserves a big compensation.

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12:41 pm EST

Verizon billing and payment attempts

on 12-01-2015 I went to Verizon store in Lexinton, Ne I was there to make a payment plan to pay off a bill. I was told that no matter what the payment I could afford was if I failed to pay their idea of an affordable payment I would still be turned over for collections. The last I knew Nebraska was an attempt to pay state and any attempt to pay would be accepted and keep it from going to collections. I do believe a person sending 25 dollars bi-weekly is better than no payments at all. The person we are talking about has no current employment and would be asking his mother to pay the current amount. It was offered to increase the payment amount when this person became employed.

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9:41 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Verizon monthly rate

I have been a customer of VzW since January of 2013. VzW offers a 1/2-rate discount for Verizon retirees. What's required is a W-2 or pension statement from the company. I retired in 2003 after 30 years service; at the time our union contract offered us a "cash-out" option to take our entire accrued pension in a lump sum and forego a monthly pension distribution. I have contested this with VzW to no satisfaction. They refuse to accept my medical benefits card that states "Verizon Retiree", claiming this violates HIPPA regulations. Other than a worthless letter from my director (at the time) acknowledging my years of service, I have no other proof except for pay stubs dating back to 1972. This is flat-out ridiculous. Everyone who could vouch for my employment up to 2003 has since retired or is deceased. What am I to do to receive this earned discount?

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3:52 pm EST

Verizon mobile service

We had to switch to Verizon because where we moved to it is the only service that provides halfway decent mobile service. We went to a Verizon store with brand new, unlocked smart phones and therefore we required no contract. Although we already owned our own phones, were not signing on to a contract, were not financing anything, and paying the set-up fees and first month in advance right there, Verizon refused to give us an account unless we gave them our social security numbers. Verizon did not need our social security numbers, it just wants everyone's social security numbers. Although the store employees were nice and did their best to help us, Verizon treated them like children, and after almost two hours in the store waiting while the employees wrangled with some off-site Verizon department, we had to pay a $1200.00 deposit that Verizon keeps for one year, plus the set-up fees and one month's service in advance in order to set up an account without providing our social security numbers. Verizon is violating the right of Americans to share those numbers with no one other than the government and our financial institutions and endangering its customers by making us more vulnerable to identity theft. By the way, since the new Verizon account of less than a couple of weeks, we are receiving phone calls from other countries and our credit card had to be shut down for fraudulent transactions on it.

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12:04 pm EST
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Verizon home internet service

Had the service for three months and it has worked possibly two weeks during this three month fiasco . My wife has talked to representatives from Verizon multiple times with them assuring her that it would be fixed by changing things online which she has done every time without success. We have to reset the router constantly and then that doesn't always work. We're getting customer service from probably India which makes it hard to understand the person you're speaking with. Every time you call you have to re-tell the same story and give them all the pertinent information. This is frustrating and their customer service is terrible. Can you hear me now!

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9:54 pm EST

Verizon customer service, technical support, product

3 phones that did not work. refused to send new phone. dropped calls w/4g lte. phone had no functionality, i. e. contacts, phone, messaging would not open. spoke to elisha (supervisor), jeremy (tech support), zack (tech support), brittany (customer service), none of whom were helpful or offered any solutions that made sense. horrible. horrible. horrible. 11/02/2015 #ivanillich to be good you actually have to do good!

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3:10 pm EDT

Verizon fios internet

I have had fios for nearly a year... I signed up for 50/50mps service ever few mins each of my devices have intermitting internet service.. on/off etc... I even have it on my wired devices (smart tv) I have had verizon out here 3 times and they can find no reason why it does that only to say I need a booster. I live in a 2100 sqft home not a mansion and they keep telling me my house is too big... really? fios don't want to admit there is a problem in their work or system. I have read tons of complaints about the same issue I am having.

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10:19 am EDT

Verizon data upgrade

They are advertising an data upgrade, so I chatted with someone to see how I can upgrade my data from 10 GB to 12 GB for the same price of $80.00. The rep walked me through it, and I noticed that I would be paying an additional $5.00 more. When I questioned her and told her to forget it, because she gave me some stupid explanation for it. In my mind, I am thinking that this is such BS. I call it False Advertisement. I think they are way overpriced, I have been with this company for over 10 years and I think it is about time that I look into switching.

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10:25 pm EDT

Verizon customer service & promotional offers

1) Saturday I talked to VZW rep Kathy: received quote to upgrade 3 phones and change data, call, text plan. I told her I wanted to compare with AT&T so she said she would call me back Monday cuz she didn't work Sunday. 2) Sunday I called VZW jto sign on after deciding I wouldn't switch to AT&T. The answering rep (don't remember her name) read Kathy's notes but couldn't give me the deals Kathy quoted. I said I'd wait to see if Kathy would call me Monday. 2) Monday: Kathy called late; apologized. She remembered our Saturday conversation and proceeded to set me up. First 2 upgrades were fine; 1-$100 iphone 6 on 2yr contract with waived $40 upgrade fee, 2nd upgrade was basic 2yr payment plan. The 3rd deal was a VZW promo $300 bill credit if I turned in my current iphone. The 4th deal, free iphone 6s and waived $40 upgrade fee in trade for $200 promo credit and iphone 5s trade in plus 2yr contract. She couldn't make this deal go through, worked it for a while and said she'd research and call back Tuesday. 3) Tuesday I didn't hear from Kathy. 4) Wednesday I called VZW and spoke with Frank. He said the 5s trade in promo had expired the Wednesday before I spoke to Kathy and she shouldn't have offered it to me. He said the trade in deal was offered because I had to give up my unlimited data plan. However, this week VZW reinstalled the unltd data plan at $20 add'l per month so the trade in deal was no longer offered. Kathy never mentioned this offered was tied to having to give up my unltd data; not that it would have mattered but it makes me wonder about how VZW explains their complicated offers to their own reps. 5) Frank confirmed none of the deals from VZW were that dramatic. It is a matter of whether you wanted to pay now with a cheaper contract phone @ $40/month or pay later with a payment plan on full retail of each phone plus $20/month. Frank was fairly patient with me because he wanted positive feedback. He kept asking me if I was happy with his service and VZW's service. 6) Resolution: I would like VZW to honor deals made by their reps especially when the deals are documented.In this case I would be happy if VZW honored the free iphone 6s and kept me on a non-contract $20/month payment only. Everyone makes mistakes. It's the corrective measure that shows us good faith. What a frustrating experience. This spanned 5 days and approximately 4 hours of phone time.

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5:01 pm EDT

Verizon keeping customer dissatisfaction thriving!

Around the second week of October 2015, I sent a letter of complaint to Mr. Kevin Zavaglia, the New York/New Jersey regional president for Verizon Wireless. It highlighted an experience where I had five consecutive defective phones provided to me as replacements. Each had a equal amount of time and money lost between the loss of service and the huge amount of time spent on the phone trying to get it repeatedly resolved with customer service. I demanded that I have a reliable phone provided to me; as the fifth flawed phone they provided had eroded any faith in subsequent "replacement phones". Crystal M. sent me an email response to my letter to Mr Zavaglia asking to contact her. After contacting Crystal, she apologizes for my experience, then proceeds to tell me that the I actually do not have a protection plan for the replacement phones I had been receiving. Now, the only way I knew I had a protection plan, was after a Verizon Wireless representative informed me that I did. Crystal, then proceeds to tell me she has terminated the protection plan, and allowing only one more replacement device. I will not receive any further phones (defective or not). I pointed out my real dissatisfaction as a customer was the fact that Crystal was more concerned about upholding the rules of her corporation even in a case where they provided me with incorrect information. No regard was paid to the huge amount of time and money lost by this misinformation which let to me not having any service. The defective devices I was provided with and the lengthy process involved in getting a replacement is the damage that was done. The way it was handled to by the Verizon Wireless Leadership Team, created irreversible damage. So, I switched to T-Mobile. I'm not going to shout their name and say how great they are, it has not been that long, but so far I am happy. I have the new phone I was denied, a cheaper bill and the ability to get a new phone a couple times a year. Pretty sweet coming from Verizon. The kicker to this story is, I sent a follow up letter to Mr. Zavaglia, informing him of my decision to switch to T-Mobile and why. Apparently Crystal M, was informed of this and she sends me this response: **********START OF RESPONSE*************** Good Evening Walter, Mr. Zavaglia has forwarded your email to me regarding your move to T-Mobile based on the resolution of your case. I'm sorry to hear that you have moved services and were so dissatisfied with my work on your case. We certainly do not want our customers to leave us.Again, I express our apologies that you had to have multiple replacements and the frustration that caused. Because you voice concern regarding my resolution, I have reviewed your case with my leadership team. We are in agreement that I provided the best recommendation to address your concern, by offering an additional warranty replacement and removing the insurance. That is our final decision in this matter. Regards, Crystal M. **************END OF RESPONSE***************** Now, my question is this; how necessary was it for Crystal to reiterate not only that she, but her fellow Verizon Wireless leadership team members are also in agreement with dissatisfying their customer and sticking to their decision that made me leave their company. I only felt better after reading this. I just had to respond to her email: *******START******** Good to know we're both satisfied. At least we agree on our final decisions. Bye bye. :) -Walter ******END********* Hope this helps you in your cell phone carrier decision. Cheers! ;-)

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5:19 pm EDT

Verizon misleading information on website and customer service problems

In the middle of September 2015, I had a need to bump up my data amount from 10 to 15 mbs. On the website it stated this would add $20.00 per month to my bill. A few days later I was looking at my account information on Verizon web page and saw that my new billing amount would be approximately $110.00 more than normal. I immediately called an account rep and requested everything returned back to the way it was. I was told that it had been taken care of but the next bill showed the higher amount. I called them again and was told it was because of how they prorated changes to the account. I tried to relay to her that there actually was no change to the account but couldn't get her to remove the extra charges. I continue to have the extra amount on my bill but refuse to pay through threats to cut off our service. How do you make your point with this company?

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Verizon Customer Reviews Overview

Verizon is a telecommunications company that offers a wide range of services, including wireless phone plans, internet, and TV. Overall, Verizon has received positive reviews from customers, with many praising the company's reliable network and excellent customer service.

One of the most commonly cited positive points of Verizon is the quality of its network. Customers report that they experience fewer dropped calls and faster data speeds compared to other carriers. Additionally, Verizon's coverage is extensive, with service available in most areas of the United States.

Another area where Verizon excels is customer service. Many customers report that they have had positive experiences with Verizon representatives, who are knowledgeable and helpful. Additionally, Verizon offers a variety of support options, including online chat, phone support, and in-store assistance.

Verizon's pricing is generally considered to be competitive, with many customers finding the company's plans to be affordable and flexible. Additionally, Verizon frequently offers promotions and discounts, making its services even more accessible to customers.

Overall, Verizon is a well-regarded telecommunications company that offers reliable service, excellent customer support, and competitive pricing. If you're in the market for a new phone plan, internet service, or TV package, Verizon is definitely worth considering.

Verizon In-depth Review

Overall Rating: Verizon is a top-notch telecommunications provider that offers a wide range of services and features. With its reliable network coverage, excellent customer service, and competitive plans and pricing, Verizon stands out among its competitors.

Customer Service: Verizon's customer service is exceptional. Their representatives are knowledgeable, friendly, and always ready to assist with any issues or inquiries. Whether it's through phone, chat, or in-store support, Verizon ensures that their customers receive prompt and efficient service.

Network Coverage: Verizon's network coverage is unparalleled. With a vast network that reaches almost every corner of the country, Verizon provides reliable and consistent connectivity. Whether you're in a major city or a remote area, you can count on Verizon's network to keep you connected.

Plans and Pricing: Verizon offers a variety of plans to suit different needs and budgets. While their plans may be slightly more expensive compared to some competitors, the quality of service and network coverage justifies the cost. Verizon also provides flexible payment options and discounts for bundling services.

Device Selection: Verizon offers a wide selection of devices, including the latest smartphones, tablets, and accessories. Whether you're looking for an iPhone, Samsung Galaxy, or Google Pixel, Verizon has you covered. Their knowledgeable staff can help you choose the perfect device to meet your needs.

Data Speeds: Verizon's data speeds are blazing fast. With their advanced network technology, you can enjoy seamless streaming, fast downloads, and smooth browsing. Whether you're using your device for work or entertainment, Verizon's data speeds ensure a seamless experience.

Reliability: Verizon is known for its reliability. Their network rarely experiences outages or disruptions, ensuring that you stay connected at all times. Whether you're making important business calls or streaming your favorite shows, Verizon's reliability ensures a hassle-free experience.

Additional Features: Verizon offers a range of additional features to enhance your experience. From mobile hotspot capabilities to international roaming options, Verizon provides convenient features that cater to your needs. They also offer advanced security and device protection options for added peace of mind.

Billing and Payment Options: Verizon provides flexible billing and payment options. Whether you prefer paperless billing, autopay, or paying in-store, Verizon makes it easy to manage your account and pay your bills. They also offer detailed billing statements and online account management for added convenience.

Contract Terms and Flexibility: Verizon offers both contract and no-contract options, providing flexibility for customers. While contracts may come with certain benefits, such as discounted device prices, Verizon also offers no-contract plans for those who prefer more flexibility. This allows customers to choose the option that best suits their needs.

Transparency and Communication: Verizon excels in transparency and communication. They provide clear and concise information about their plans, pricing, and terms. Their customer service representatives are also proactive in communicating any changes or updates, ensuring that customers are always well-informed.

Complaint Resolution: Verizon takes complaints seriously and strives to resolve them promptly. Their customer service team is dedicated to addressing any issues or concerns raised by customers. Verizon's commitment to resolving complaints ensures that customers feel heard and valued.

User Experience (Website and App): Verizon's website and app are user-friendly and intuitive. Whether you're managing your account, checking your data usage, or shopping for devices, Verizon's digital platforms provide a seamless experience. The interface is clean, navigation is easy, and information is readily accessible.

Comparison with Competitors: When compared to its competitors, Verizon stands out for its superior network coverage, reliable service, and excellent customer support. While some competitors may offer slightly lower prices, Verizon's overall package of features and benefits makes it a top choice for customers.

Pros: - Reliable network coverage - Excellent customer service - Fast data speeds - Wide device selection - Flexible billing and payment options - Transparent and proactive communication - User-friendly website and app

Cons: - Plans may be slightly more expensive compared to some competitors - Contracts may not be suitable for customers seeking complete flexibility

Final Verdict: Verizon is a top-tier telecommunications provider that offers a comprehensive range of services and features. With its reliable network coverage, excellent customer service, and competitive plans and pricing, Verizon is a solid choice for those seeking a dependable and hassle-free telecommunications experience.

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