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2.5 1269 Reviews

Verizon Complaints Summary

478 Resolved
780 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 1269

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D
11:28 pm EDT

Verizon loyalty?

I decided to share this verizon wireless story regarding loyalty. We called verizon wireless may 2014 since our monthly bill for 5 cells was averaging $275. They agreed to apply a loyalty bonus of $10 for 4 cells. Fast forward to june 2015, we called verizon wireless to determine if any new programs available based on competition. We increased data to 10 gb and reduced monthly charges to $183. Received next bill and no change. Called again, was told their representative offered plan that was not available, she was subsequently retrained (Or terminated?) and nothing they could do about it. Received next bill and $40 loyalty credit was removed. Called verizon wireless again and the greeting was "thank you for being a loyal customer", followed by the loyalty credit only applied for one year and no longer available. Loyal last year, but not this year, really? Monthly bill from $233 to $183 (Fooled you) to $283 (Not loyal). Wow! Working on strategy to move 5 cells with different 2 year commitments to a new vendor.

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12:51 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Verizon non functioning verzon 8 & tablet

When I purchased my Iphone 6 from Verizon I was given Verizon's version of a tablet. It has not worked properly since I got it and none of the Verizon store that I haave gon into in Florida, New York or Ct have been able to help me . This has been going on for almost a year. . They don't even appear to know what they are doing. I would love to just give it back without paying a penalty . They are charging me $10 a month for the hookup of this worthless piece of equipment & don't even seem to care. All I want iss to have thge monthly charge to stop. I am not even looking for a refund of the purchase price.
HELP!

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7:11 am EDT

Verizon coverage downgrade

The number of bars/reception was low in my area but in the past few months has gone to where I can no longer receive or make text messages and or calls. I called their customer service line and was told that my area was not considered a "problem" area in spite of the fact that you can't get any reception. They said they would look into it and get back to me within 24 hrs. Within 24 hrs I received a text message stating they were "working on it" on it would be resolved in 24-48 hrs. One day later I got a similar text (received outside my area) that stated they were just about complete and it would be just 24-48 hours longer, then nothing - for 12 days! On the 12th day I called Verizon who started the whole "what seems to be the problem" as if I had never registered the ticket. I went through no less than 12 operators, was disconnected and spent nearly 3 hrs going around and around. I gave them the ticket number and from the first person, asked what the resolution was. The first person told me they were "still working on it". By the time I got the 10th person they told me they would need to transfer me yet again to the people that handle escalations of tickets. The operator told me the wait time was high and that they would call back within 10 minutes.

15 minutes later I received an automated text message that asked if I was the person who had left the message to call back. When I said yes, the autobot said "We're sorry we were able to reach you we will try again some other time". 10 minutes later I received the same message and spoke loudly saying yes, it was me, only to receive the same result "We're sorry we weren't able to reach you...".

By now I was fuming and called the customer service line and explained what had happened and the operator instructed me that the ticket that was open and unresolved when I called earlier had been resolved but could not tell me how. I asked when did I get notice of the closing and she replied, we tried to reach you but you weren't there (referring to the autobot call). When I asked for the resolution, ashe told me she couldn't tell me that she didn't have access to the information but would transfer me to a supervisor. 49 minutes later I got a "supervisor" who told me the ticket was closed and that the resolution was for me to spend $200 on a booster for my home. I know that solution dosent work and explained to him that if I were to go to the Verizon store 1 mile west of me, that has a booster, you still can't make a call! Imagine if your power company cut half the power in your house then told you it would cost 200 buck to get the rest of the power - its called extortion! The Verizon stor said that they new it was an issue and that all you can do is complain enough and get enough people to complain and then they will put up a new tower - great way to do business guys.

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Beth Wolfe
, US
Jul 02, 2015 1:51 pm EDT

I have a Verizon cell extender and live in an area where there is no service, we are in a rural area with tons of trees around our house and neighborhood in Washington State and our extender works like a charm, it's needs to be put in a window which I bet that store doesn't have theirs in. I advise you to keep complaining and ask them to give you an extender at no cost, tell them you love their service can't see yourself going to any other cell company, and that you have put plenty of tickets in about no service, you pay good money to be their customer, now if they no they are required to let you out of your contract for free when you don't have service you are paying for a service you don't receive, so tell them you want out of your contract without the early cancelation fee (if that is an option for you) but I would try the extender in your home it does work.

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5:21 pm EDT

Verizon billing/internet service

I have been with verizon wireless for for over 12 years. My husband recently upgraded his phone to the tune of over $600 (With the discount, mind you) . We have a bit left to pay off. I have been harassed all day via phone and text message, 5 phone calls and 4 text messages while i am at work. . . Which i am charged for. . . I cannot leave a complaint on the website, you have conveniently (For you) made it impossible to do that. . . I want to know if we have a new contract because i will be shopping around. Other companies now a days are paying people to switch. I'm sure they would want a long time customer like me that does pay their bills. My email is: [protected]@gmail.com. I expect a response. If i don't get a response, i'm shopping

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MkStItCh
West Seneca, US
Jul 01, 2015 8:00 am EDT

You have Verizon wireless and THEY have been sending you messages? If that is the case then you do NOT get charged for the texts. All Verizon texts are free if they are from them...
If you are getting texts from someone else then I do not see how that is there fault.

Same thing with calls... If they are from Verizon Wireless then you are not charged... If they are from someone else then I again do not see how that is there fault.

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3:15 pm EDT

Verizon missed appointment by dsl technician

Appointment scheduled between 8am and noon. No one showed up and no one called to say they would be late. I called Verizon and they tried to reschedule the appointment for the next day. I said NO, schedule the appointment for today. They called the dispatcher and told me he said the technician was at lunch and would be here in two hours . Never showed up and again never called. I called Verizon again and was told that I had to take the first appointment tomorrow morning. No other option. So I waited all day for nothing and no one from Verizon ever even called to tell me there was a delay or any problem at all.

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1:16 pm EDT

Verizon verizon disconnected service

I called Verizon customer service on Friday June 5th to schedule to have my FIOS service ended for Verizon on June 9th. We completed the discussion and verified that it would be shut off onJune 9th (in 4 days after me calling). However 10 minutes later and right in the middle of the day the shut the FIOS Service OFF. The screwed up and shut it OFF right away impacting me drastically since I work from home on fridays. I called back and they said it was OFF and couldn't help me any further. 3 hours later and 8 phone calls I was able to get to somebody to help me get it scheduled to get re-instated. It was the WORST ever customer experience I have ever gone through in my life.

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9:43 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Verizon misinformation

We switched to Verizon FIOS Triple pay deal for advertised price of around $75 month for two years with a $400 prepaid gift card after 90 days a few months back. The actual price with equipment, one step up on internet speed and taxes is more than double that at about $155; but still better then the same services with our old cable company and it is really guaranteed for 2 years.
Just learned today that you can only use that gift card once to pay Verizon FIOS bill. That was not told to us before order placed. We called and after usual annoying auto operator switching we spoke to one agent who switched us to another who gave us that info and then we got switched to supervisor who confirmed it is a “Known Verizon issue”. If it is known, why were we not advised about that before the sale!? Just a bit annoying, especially after going through all the multiple wordy, extremely annoying queues to get to a human, and then switched to another etc., to get that info.

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12:32 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Verizon false advertising???

The new $80.00 10 gig promo Verizon is running stating that each phone on the edge program is $15 a month is very misleading. I have been a faithful Verizon customer for many years because they have the best service we I live. They are hands down the most expensive cell phone provider around. My complaint is that they are offering this promo and its borderline false advertising. I called in yesterday 5-30-15 and talked to a Verizon rep who told me that the promo 10 gigs $80 and 4 smartphones $15 each x4= $60 which the total comes to $140.00 not including all of their taxes doesn't include the $25 for each phone. How can you advertise one price without giving the entire price. I told the rep that it was a very shady ploy, he agreed with me and said that when you call in for the promo that's when they tell you the full price. I very much appreciated the honesty of the employee, but I still am very dissatisfied with the dishonest promotion they are running. I'm a small business owner and I always tell the full price of my services upfront. I think it is very dishonest when you don't give the full truth.

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10:15 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Verizon custom service snafu

5 Hour Journey No Where [ New ]

on ‎[protected]:43 PM

Hello V Forums,

Thought I review my services today. Had questions about bill and stuff.

Well,

Took three attempts to filter three versions of Verizon truths and stave off attempts to review my services.

Earlier I had opened a V email linked to online offer. HBO and Showtime free 2 years No Term.

V customer rep told me. 1) I'm not eligible. 2) I am eligible. 3) I'm eligible but, it's only online. 4) I'll transfer you to someone that'll explain online ordering. 5) Hello, um this is Tech Support. 6) There is no V dept to explain online ordering.

Then I came across a very pleasent rep that wanted to review my services. This time I went along. I was still curious about offer for HBO and Showtime 2 year free No Term.

I have Local TV, 50/50 and phone. Also, I'm price lock with some free HBO channels and no Term till Jan 2016.

After hearing about the offer I'd seen. Rep offered to keep my services, keep my price lock, keep HBO, keep no Term...add Showtime and extend all till Jan 2017.

Naturally, I made him repeat a few times.

He stayed consistent.

So, as he was going to email plan details and then put in the order. I happily agreed.

Well, at that very instant the line went click click click and I was listening to rings then pre recorded messages in Chinese.

Yep, Chinese.
Woman answered speaking in Chinese. Then I replied in English. She replied in English.

I was transferred back to US

Then I went around and around for four hours trying to get the deal I was offered.

Get this... there is no record no order number no notes no nada. V Supervisor would or could not check beyond telling me there is no record. My offer never happened. My trip to China never happened. The offer is not possible. No V rep would do a package as I explained.

Super would not check my phone records. Super would not investigate as there's nothing to investigate. There's no record. So, nothing to investigate. I gave time line repeating 4 hours of calls trying to explain my story. Repeatedly, repeating. Getting from V. I'm sorry. But, no remuneration. No compensation. No offer.

Just a sour taste from 5 hours of V Bee S

I'm serious PO'd If I can find other venues. I'll tell my story.

Verizon = The End

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12:37 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Verizon auto renewal of contract when notified

Verizon Wireless renewed my contract for a year without my consent and after I called them to tell them I wanted to cancel but the said, "Sorry, we renewed your contract last night." Now they have dinged my credit and have a collection agency after me. what do I do?

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5:00 am EDT

Verizon I can't stop their services and subscription

I subscribed for the services of www.verizonfios.com, when they had sale on the website. As well as they offered free month of their unlimited Internet. I decided it was great offer, so I agreed to their terms and conditions. I paid for one month and the guy from the website promised to provide free Internet in the next month. After that these thieves simply started to take money for the services, but each time the sums were different and became bigger and bigger. And it seems that I haven’t received free Internet at all. Help me to stop them, because they haven’t replied to my emails.
USA, , NY 10007

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2:44 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Verizon roaming charges

I just got my new iPhone 6 and still learning to use it. 3 days after I got the iPhone, I was overseas. I made several calls via Viber and WeChat but was charged by Verizon as roaming calls. I don't understand why since I dialed the calls within the Viber and WeChat apps and I had wifi connections. I got on the internet on the iPhone 6.

I just find out from Verizon that my iPhone 6 was set up for Roaming - Voice as standard. If my iPhone 6 had Cellular set to Roaming Voice Only, will Roaming take precedence over internet calling such as with Viber or WeChat?

I was very angry with Verizon since they set up my iPhone 6 for Roaming and I told the salesperson I would be traveling overseas. As a new user, I would not know that there was an option to turn Roaming off. Verizon refused to waive the roaming charges stating that the calls were made from my phone. This had been a very frustrating experience with Verizon. We had been a Verizon customer for over 20 years.

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Salathia
, US
May 25, 2016 7:28 pm EDT

I am for being over charged data that I'm not using. We have four lines and our bill ranges from 580 to 780 per month! All because Verizon says we're going over our data allowance despite using wifi the majority of the time. I've been with this company over ten years and they decide to rip me off? No thanks for being a valued customer!1

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Topone
Chico, US
Feb 10, 2013 1:08 pm EST

If you use Gmail voice on your phone, on your wireless network Verizon charges you min. anyway. I called and complained about this to them. I was told "well it's our phone".. I said no it's not I bought it off ebay unlocked and it's my phone. She said "look at the phone, it says Verizon on it right"? I said yes. To which she said "it's our phone". I said no and I could have an attorney explain it to her. She hung up! I lost a phone (stolen) about 6 weeks ago and reported it stolen to Verizon. Bought a new phone (used) from ebay and called and had it activated. Out of curiosity, and still having time EMI # of my old phone I called Verizon (from a friends phone) and asked them if I could activate it, the answer was yes! Even though I had reported it stolen to them and the local police they will still activate it! They encourage the theft and activation of cell phones!

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marsha fennimore
,
Oct 28, 2008 2:50 pm EDT

Most days dsl is not available to me. When it finally does appear to be working it is for a very short lived amount of time. It works out to be available for my use to get on line or retrieve e mail far less often than it is not available. This has been going on for weeks. What gives and how are you planning to make financial reparation for all the lack of use of a non working dsl? Don't even give me the option of having a service ticket or phone help. Been there done that.

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PaPa82
Denver, US
Sep 06, 2012 1:19 pm EDT

I received an email from Verizon thanking me for scheduling my payment to them for $1244.00. I do not owe them any money. In fact I do not have an account with Verizon. There telling me to ignore it but I want to report it anyway.

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Robert Thomas
Apollo Beach, US
Aug 22, 2012 12:41 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I called customer service to replace a battery backup in the company provided equipment in my garage and was told the battery is out of warranty and to go buy a new one myself. I was told that the battery was provided as a courtesy and they were not responsible. I rent this equipment each month for $200 plus dollars and they are ready to lose a five year customer for the cost of a battery. Boy do they have their head in the wrong place!

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Taliatyer
, US
Apr 10, 2012 5:54 am EDT

I went to the verizon store to get a basic touch phone. The sales associate said you can no longer get a basic phone from the store. You must order it online. I asked so if you look at a phone online without being able to see touch listen to and you dont like it do you cancel the $35.00 restocking fee? The answer is no. I am moving all phones to another carrier as contracts run out. No customer service no customers.

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mark3
NYC, US
Feb 08, 2012 11:45 pm EST
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Verizon people are ###s. Not only they messed up my lines, they also over billed me. Even though I found the problem and called and told them 3 separate times (waiting 40-50mn on line) they still told me it was NOT the problem. Finally after technician showed up and checked they confirmed that I was right after all, some genius cancelled the wrong line and they also charged me for that line .

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Johan
, US
Feb 03, 2012 4:00 pm EST

Verizon made unauthorized adjustments to my phone service which resulted in 1) my missing -not receiving several voice mails from CUSTOMERS of mine, and 2) when I became aware of the issue, I spent 2 hours on the phone with 4 different people within Verizon, and when I asked for a $25 credit to be applied to my account for Verizon's error they said that is not possible!

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Black330
Youngstown, US
Jan 06, 2012 10:58 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I paid a $250.00 security deposit to have my home internet, phone, and cable television. That was April 6, 2011. My job transferred me in November of 2011. I returned all of my equipment and paid my bill current in anticipation of my move. after my relocation I called back to Verizon to settle my account and retrieve my deposit. I was told since i was " Late" i sacrificed my deposit and it would not be given back.

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Troy L. Conner
Hendersonville, US
Aug 17, 2011 3:21 am EDT

I had been with verizon for 10 years. For the last 3 years I had not signed a 2 year contract with them . When I tried to cancel my contract with them, they claimed I was still under contract for 4 more mths because of a replacement phone they had sent me 2 years ago that was still under warranty. Verizon has really turned their back on their customers. I myself will never use their service again.

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10:01 pm EDT

Verizon verizon kept charging me even after I cancelled and returned my equipment

We had Verizon Fios Internet and Cable, we called Verizon to cancel the service, They have asked us to return the Equipment to the ups. so I went and Returned all my equipments on April 15th 2014. and had Comcast connection at my house.
So after 3 months I got an email that I have to pay $439.00 I called them immediately and I explained them that I paid my final payment of $362.51 on April 29th 2014.
They said they didn't know that we returned the equipment and it took long time for them to track down and confirm that we returned the equipment.
I also have the receipt from ups for returning modem DVR cable box, regular cable box.

I told them that they have to remove all the charges and I cannot pay anything which i did not use the service.

They were not ready to listen, I talked to the manager, they gave me an offer If i sign up for 2 yrs contract they will give $200.00 discount on my charges but still I have to pay 239.00

They sent it for MRS collection Compant, when i provided my return receipt.
After few months they send it to DCI collection. I have explained my situation as well.

I don't want the cable company to threaten me by puting my credit report on the line and Harass me by sending the collections.

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verizon sucks BAD
Arlington, US
Jun 14, 2011 7:43 pm EDT
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worst service ever. they are quick to install, but after that you are on your own. Worst customer service ever, not even in the same state, wont release any info so you can complain about the representative you talked to. DO NOT GET FIOS. I hated comcast, and they are like a dream compared to this company. SHould never have gotten in the cable business, from top down they have no clue how to run this service. DO NOT GET FIOS

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Jerzeeteacher
Cliffwood, US
May 29, 2011 11:40 pm EDT

I can't stand Verizon Fios...I've had the same problem for two years and have received multiple boxes and technicians visiting to fix the problem. NO ONE CAN FIGURE IT OUT but they drag me along into their four hour conversations almost weekly and I can't take it much longer... DONT GET FIOS! YOU WILL REGRET IT!

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CC4
Baltimore, US
Aug 05, 2009 12:09 pm EDT

verizon fios is a rip off and a un-professional company. I think everyone on this complaint board should get together and file a law suit. they lied about the cost to get you to sign up, they lied about the ease of bundling everything and their customer service department is the worst I have dealt with. i do intend to seek attorney's advice for the problems they have caused me and the cost they have taken me for.

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eric123
, US
Jul 28, 2009 8:53 pm EDT

Scan for international calls
I got my service for 3 weeks and was charged with over $300 for 40 minutes of international call which was mistakenly placed by my mom who uses calling card and didn't dial it correctly. Verizon set up the trap to cash in consumer's accidental mistakes.
Don't use Verizon.

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William Gutman
,
May 06, 2008 3:11 pm EDT

I have been a Verizon FIOS customer since January 7th 2008. When I signed up for the service I was promised a Sharp 19 inch high definition LCD TV set as an incentive. It is now 4 months with no delivery and no indication of when there might be one. When I call Verizon I cannot get passed their automated voice system that does not have a way to discuss this with a person.

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Lori Parisi
,
Apr 17, 2008 6:38 pm EDT

I had Fios installed December 16, 2007, and to date have not recieved the free promotional TV. Every time I call i get transfered to various departments with no luck. The end result is that they tell me that they have a shoratage and i should recieve the TV in a couple of weeks. It is now over four months and my neighbor has had her TV for over 2 months.

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GentlemanJack
Madison, US
Sep 01, 2011 6:20 pm EDT

My fiance has had the service for about 18ths after switching from Optimum. I have recently moved and started using her service and I will tell you it is AWFUK! I keep getting bounced from email and then when I call service I get bounced around with no resolution. I am switching back to Cablevision ASAP

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katiepin53
Camden, US
May 11, 2011 9:32 pm EDT

Verizon Fios. made me pay. two times in two days right out of my account this only leaves me $3.95 for the rest of the month I am on FIXED IN COME AND THEY KNOW THIS. Can you help me with how I can get this money back.

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gottadobettathanthis
, US
Mar 06, 2011 7:47 pm EST

The world's most advanced 4G Communication company has no ability to communicate among their own departments, according to the Customer Service reps. REALLY?! They have you calling various numbers, none of whom fixed my problem. THE WORSE CUSTOMER SERVICE!

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Gilmean
, US
Feb 15, 2010 8:08 am EST

This company comes to town and asks me to sign up for their service after tearing my property apart and leaving an unsafe mess with wires on the ground.

I will NEVER NEVER EVER do business with Verizon.

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3:06 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Verizon no fios coverage being offered

We live in a reasonably new, planned community in upper Rockville, King Farm, where nearly all homes, townhouses and condo buildings are less than 15 years old. Our complaint is that the three condo buildings on the east side of our street, Reserve Champion Drive, have not had FiOS installed, while the townhouses on the west side of the street have. When we have asked the Board of our King Farm Condo Association III about this, they say that they have been told by Verizon that our building is too old (!) and too expensive to wire for FiOS. This makes no sense. Despite all the complaints about Verizon FiOS that I've seen here, we would still prefer to have it installed, rather than the horror stories we hear about a rival telecoms company and their system.

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6:20 am EDT

Verizon misrepresentation of product

Approached by Fios rep at a Walmart store in Hamilton NJ offering packages to switch from cable. Asked what services I currently had and offered a package that matched plus one additional premium channel for a couple of dollars more. Was supposed to include a free 7 inch tablet and $300 gift card. Was told I would receive voucher in the mail for tablet and would just go to the wireless store to pick up. Rep was working from a tablet at showed me details we agreed to prior my signing up. Email confirmation of order did not include gift card offer and tablet required 2 yr contract with Verizon wireless. On installation day I find that I was switched to a plan with no premium channel at all and one less tv with dvr service. In addition my home phone # of 15 years was not transferred as requested and would take 4 days to complete. Have been given incomplete or false info from every polite but clueless powerless rep. After a half hour on chat help and 2 hours on the phone with various people was only given the promise of a call the following afternoon (15 hours later) from customer service supervisor named "John". I couldn't believe my ears. When I asked for an address or dept to file formal complaint was directed to feedback section of their website. Will be filing BBB and FCC complaints. Offered to allow me to cancel that day at no charge which of course is not practical since would be without tv and wireless service indefinitely and of course would have to pay for reinstall. What a nightmare, they are masterful at not taking responsibility. I will be screwed in the end just working to minimize the degree.

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6:22 pm EDT

Verizon failure to honor service contract

I have been a Verizon customer for the last ten years. I've been eligible for a phone upgrade since Nov. 2013 but, since I liked my phone and there was nothing wrong with it, I opted to keep it as long as I could before switching phones. Went to the Verizon store today and was told that they could not honor my upgrade without terminating my existing plan. I have had an unlimited data plan since day one and they now want to terminate my plan and make me pay for a limited data plan. If not, I cannot upgrade to a new phone - even though my account clearly states I have been eligible since Nov 2013 and nowhere does it state it is conditioned with terminating my existing plan. I have checked my account and the only notification of any changes was for an eligible company affiliation discount through my current employer. I also called their main number and was advised a manager would call me back...that was over two hours ago! Unfortunate that they would choose to lose my business, as well as a second line I have with them, versus allowing me to obtain my eligible upgrade and lock into another two year contract. Sad that they do not value loyal customers!

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6:48 pm EST

Verizon termination fees

Knowing that our contract was going to expire on January 24, 2014, we planned to port our lines to another provider so it would simultaneously happen with the termination date. I received a bill for $552 for early termination fees on four cell phones. When I spoke with the representative, I was told that I terminated two days early so I'm being charged the fees. However, I learned for the first time in 13 years with Verizon, that as long as you don't select a new phone after the two year contract, you are a "free agent" and not bound to a contract. The contract only becomes active and begins a new two year when you select a new phone. So if I had waited until January 25 to cancel Verizon, I wouldn't have paid termination fees since I didn't order a new phone. I was told the contracts are renewable every two years automatically; the missing link is "only if you select a new phone and sign a contract". That piece of information was never explained. Usually I would select a phone via web, so a new contract was never signed. It's a no brainer if I knew I wasn't "under contract" after two years, don't you think I would have waited until after the two year date to cancel? Now Verizon is saying I have to pay the early termination fees even though it was never explained that after two years if you don't select a new phone, there is no contract! I was told if I ported my phones back to Verizon, the termination fees would be waived. No thanks, I'm saving over $120/month with the new provider. It never ends, does it?

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7:53 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Verizon very large billing mistake

First, let me say that I have been a loyal Verizon Wireless customer for something like 12 years now.

I noticed that mine and my wife's plan went from around $140 per month to around $180/month in Nov and Dec 2014. On January 2nd, I called and talked with man at Verizon who told me that for some reason our two phone lines were changed from a combined plan to separate plans--that is why the cost increase. He could not tell my why or who made that change but he would only add a $25 credit back to our account and said he was putting us on a combined plan for $140/month with 10 gigs data. Great! I wanted more credit back but oh well...

Then, I get a text around 2 weeks later that says my upcoming Verizon bill is over $1100. WHAT!? I immediately call and get a nice woman at Verizon who tells me that the previous gentleman that I called put me on an 80 gig plan that costs over $1000/month. She was very sorry and after something like an hour with her on the phone she said: a) the previous gentlemen who put me on that plan would get talked to by management, b) she would put me on that $140/month 10 gig plan, c)she would submit a request for the $1000+ credit to my account that would take 3-4 days to be approved.

Next, I checked my account balance over the next two weeks and called a couple of times and each time was told that the request would definitely go through but hadn't yet.

Then, I went to a corporate Verizon Store ( a one hour drive since I live in rural Montana) because I thought that a face-to-face conversation might help. I was told the same thing. The request for credit/refund was in and would be approved soon. I should be patient. It was their fault but it was a large amount so takes time.

Finally, I just got a text message showing a credit had come through. Only it was not for $1000+ that I was charged for Verizon's mistake. It was for a measly $125...and my bill due is still over $1000. What should I think is going on? I have a huge outrageous bill due to a mistake by Verizon putting me on a 80 gig plan when I use around 4.5 gigs/month and they refund me 1/10th of their mistake? Is this how loyal customers of 12 years are treated? Am I going to have to switch to Straight Talk? If I wanted bad/non-existent customer service I would already be with Straight Talk.

Does anyone know who I can talk to to resolve this? I have not gotten anywhere yet and am getting towards the end of my rope. Is there some kind of federal or state authority that can help me with this? I really don't want to have to get a lawyer to resolve this. Please help

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bhale
, US
Jan 31, 2015 8:59 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Call and ask to speak to a billing supervisor and make sure you get their name and ID number. And then ask to speak to THEIR supervisor if they don't give you a satisfactory answer, again making sure you document EVERYTHING...everyone you talk to the time, date, etc. Every call is recorded "for quality assurance" in reality its to provide them with proof should you say you didn't agree to something. there should be a record in your acct of who put you on that plan, and they should be able to pull the phone record as proof. At least that is the route i would go.

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4:41 pm EST

Verizon Nearly impossible to unsubscribe

It is nearly impossible to find a way to withdraw from Verizon Select once you agree to enter. The 611 cust. service number knows nothing about this program. The Smart Rewards people claim it is not their thing to handle. The lady on that line said to withdraw my agreement to receive emails and that would withdraw my consent. NO, it does NOT. Buried somewhere deep in the web site is an option to withdraw consent. You cannot find it listed in the FAQ about the program or on any page. Verizon forum support will not post the answer, only reply privately to someone who poses the question. What does Verizon have to hide? I stumbled onto the web page to withdraw consent by accident. Here it is: https://ebillpay.verizonwireless.com/vzw/secure/mcm/mcmDisplayPreferences.action I don't know if you copy and paste this link if it will take you there, but this is where I found it. The Verizon Smart Rewards person said the program tracks only your purchases on its Smart Rewards program. NOT TRUE. It tracks your behavior on your cell phone. While the program is fair game for marketing, hiding the exit is akin to locking the doors for a fire escape. Shame on Verizon! This is not a Smart Rewards program, this is a Venus fly trap for phone users.

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1:06 pm EST

Verizon visa gift card is a scam

As a customer of Verizon FIOS for many years, when my contract was up and I re-signed for another 2 years, I was promised a $200 Visa Gift card after 90-days of service. Fast forward and also having confirmed one month after signing up that yes, I did qualify for the offer. But after 90-days came and went and dealing with dozens of Verizon Support staff, one after another said it was not 'attached' to my order and I did not qualify. I even opened a complaint with the BBB and yet another Verizon drone came back and told me the same thing.

My advice is do not fall for their false advertising and at the very least if you do, get it in writing somehow. I used to be a loyal customer of Verizon, but as much as I don't like Cablevision, will be going back to them for their 'simple' price plan as soon as my awful 2-year contract is up with Verizon. For spite, I also downgraded my cable to a lower package which considering the only reason I had the higher package was to get HBO, was a no brainer. You can now get HBO on AmazonPrime for $99/year along with other benefits far better than throwing away $20 (+tax) back at verizon who could care less about their former loyal customers.

Buyer beware

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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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