Verizon
reviews and complaints

I tried to pay a partial payment on verizonwireless.com. Before I submitted the payment I checked all of the info. When the confirmation page came up they charged my credit card the full amount. I called immediately to to reverse the charge. After 2 days of fighting to have that done, they only reversed part of the payment, and said it would take 15 days to get the rest of the money put back into my account!

They told me I authorized the original transaction and I need to wait. Basically calling me a liar!

Verizon FIOS service was installed in late August. Sept 11 there was an area service outage. At Verizon's direction I unplugged the power supply to reboot the router. The red light on the power supply went off and there was no power to the router. The red light would not come back on despite being repeatedly removed and plugged back in. At that time, I called Verizon FIOS service and stepped through a diagnostic procedure with the technician on the phone. He determined the power supply was dead and said he would have one drop shipped to me and it would arrive on Tuesday 9/14. On Tuesday I called Verizon and encountered a several minute process where I had to punch buttons and/or say a specific word to proceed. After making some mistakes I arrived at a human being and was told that the order had not been placed. They were sorry but would send out the part immediately and it would arrive on Thursday. The part arrived on Friday and was the wrong power supply. I called Verizon and went through the screening process again and waited for a long time to speak to a person. I was told that they were so sorry. I carefully reviewed the router model number with the Verizon representative as well as the specifications for the power supply required. Another part was shipped to arrive on Saturday. The part arrived Monday evening and was identical to the part shipped before. I called Verizon Customer Service and went through the same screening process and long wait to speak to another human being. We determined that she was unable to ship any power supply but the one that had already been twice shipped. I asked to have a technician come to my house to resolve the problem. A technician was schedule for Tuesday September 21 in the afternoon. The technician arrived late in the day and with my assistance quickly replaced the router and reestablished service.

I then called Verizon on September 30 and ask to have the amount of my current bill credited to my account in compensation for lost service and inconvenience. I was told an amount for the lost service would be credited to my account and that no other options were available.

I spent hours on the telephone and repeatedly assisted with the diagnosis and resolution of the problem. I experienced serious loss of service that damaged my ability to provide and respond to my customers, and I experienced deep and ongoing frustration dealing with the repeated failures of Verizon Customer service. I want to be compensated for my time and emotional distress and Verizon should be punished for knowingly and purposefully maintaining incompetent systems.

I request $1000 be credited to my Verizon account.

We received an email alert thanking us for ordering a $170 annual Hockey package that we didn't order. When we called to cancel the order, after being on the phone for one hour and demanding to speak to a supervisor, we were told that the charges could not be reversed and that we needed to wait for it to appear on the bill to dispute it. We were also told that most likely that the charges would not be reversible since it was triple confirmed on the remote control. UNBELIEVABLE. Make sure you lock your parental controls in case your pet, child or someone accidentally sits on your remote control which might have happened. I am on edge waiting to see if they have the audacity to try to add this to next month's bill.

I have BIG propblems with Verizon. My husband had internet service in PA when he was working there for several months and when he moved back to NJ he tried to cancel it. They said it would cost $79 for an early termination fee. His monthly fee was $36 at the time, which is already ridiculous for just internet service. They told him he could put it on vacation hold instead for 6 months and then just cancel without having to pay teh fee so thats what he did.
Little did we know they still charged us $16.34 a month during the "vacation hold" months. Shame on us for not noticing, but it came directly out of the bank account like EVERYTHING else we pay for and we didn't notice. They obviously did not explain the policy to him b/c who in their right mind would pay $16.34/month for 6 months (total of $98) instead of the early termination of $79? and still have to worry about calling back and cancelling after 6 months.
Well he didn't remember to call and of course they don't inform you that the hold is done so last month they charged $64.34 to "restart the service" and $36.34 this month and they would have continued on and on if I hadn't finally noticed it.
I called and cancelled the service again and they would not refund all the charges. We haven't even lived in that location or used the service in almost a year and we've been charged $185 in that time! They refused to refund anything at first. I demanded a supervisor and she was rude but eventually agreed to an $89 refund. I will never use Verizon again!
Do NOT fall for the "vacation hold". Just cancel and pay the termination fees.

I canceled my Verizon FIOS services when I moved from Maryland. When my final bill was calculated with prorated services, I am owed a small refund of $1.36. Verizon FiOS has finalized and closed my account and will not mail me a check. However, I keep receiving email notifications that a bill is available online. I either want the $1.36 or for them to stop reminding me of it lol.

I wonder how many other former customer refunds they have written off their books. If the number is significant, I be the SEC would like to know.

On July 26, 2010, I started a new job. Part of the new job is having to have a Smartphone in order to be in constant communication with my coworkers. My new employer bought me a Blackberry and took over paying my bill. Since I have a family share plan with my mom, the worker at the Verizon kiosk divided our lines and made mine a sub-account in order to send the bill to my employer, and I would continue to pay the bill for her line.

Toward the end of August, I started getting emails, calls, and texts from Verizon saying that my account was delinquent and I had a past-due balance of $280 in addition to the next bill that was due, bringing the total to about $418. I was told that my service could be suspended if the delinquent amount wasn't paid.

At first, I was annoyed because it appeared as though my employer hadn't paid my bill. I had already gotten the bill for my mom's line in the mail, and I paid it on August 13, so I couldn't figure out why mine hadn't been paid. Furthermore, I got an email from my mom saying HER service had been suspended. Now, my mom has a potentially life-threatening illness, so I have always made sure our bill was paid on time so that at the very least, she would have the use of her cell phone if she needed it in an emergency. To have her phone shut off was unacceptable for me, especially since I had paid her bill.

I went to my supervisor to ask her if my bill had been paid, and she rifled through the stack of Verizon phone bills (everyone in the office has their bill sent there) but couldn't find mine.

I then went to Verizon's website to see if I could find what the problem was. I double-checked to make sure the billing address was correct, and it was. I saw that my preferred method of billing was paperless, so I thought that's what the problem was. I changed it, printed out my bill to give to my supervisor, and then made a call to Verizon Customer Service to clear things up. When I explained the situation, the representative I spoke with apologized, reinstated my mom's service, and helped me straighten it out.

Soon after, I started getting daily calls telling me the same thing as

before. I spoke with five or six different people and told them all the same

thing - we hadn't received the bill, but I printed one out and gave it to my

employer, so it was being taken care of. I even asked, at one point, that a

note be made on my account stating this, but I was ignored. I was told I

must provide confirmation that the bill would be paid and the date on which

this would occur, which I did.

My employer has since sent out a check. And this week, my service was disconnected. I sent several irritated emails to Verizon, and each response I got was full of "thank you for your business" and "you could try this", the latter of which included the obvious, no-brainer solutions that didn't solve my problem. I was told that my bill was sent out to my OLD address, which they said was the one I had on file. This couldn't have been true, because I had double- and triple-checked to make sure my account had the correct address. I was told I could call customer service to resolve any questions I might still have. Obviously I couldn't do that, as I'd tried a dozen times and was automatically redirected to the payment center.

I've called customer service again and again and was automatically redirected to the payment center each time, until I learned how to go directly to a live person (thank you, gethuman.com). Finally, I spoke with a real live human being, who told me there's nothing that can be done to reinstate my service until the check sent by my employer is posted to my account.

VERIZON didn't send the bill to us, VERIZON sent it to the wrong address, and VERIZON suspended my service. I, however, noticed there was a problem, I printed out a bill, I tried multiple times to straighten it out with customer service representatives, did everything I could possibly do, and I got my service shut off. I've been a Verizon customer for five years and have never had a problem. But now, because of Verizon's mistake, I'm treated as someone who just didn't feel like paying her bill.

On July 26, 2010, I started a new job. Part of the new job is having to have a Smartphone in order to be in constant communication with my coworkers. My new employer bought me a Blackberry and took over paying my bill. Since I have a family share plan with my mom, the worker at the Verizon kiosk divided our lines and made mine a sub-account in order to send the bill to my employer, and I would continue to pay the bill for her line.

Toward the end of August, I started getting emails, calls, and texts from Verizon saying that my account was delinquent and I had a past-due balance of $280 in addition to the next bill that was due, bringing the total to about $418. I was told that my service could be suspended if the delinquent amount wasn't paid.

At first, I was annoyed because it appeared as though my employer hadn't paid my bill. I had already gotten the bill for my mom's line in the mail, and I paid it on August 13, so I couldn't figure out why mine hadn't been paid. Furthermore, I got an email from my mom saying HER service had been suspended. Now, my mom has a potentially life-threatening illness, so I have always made sure our bill was paid on time so that at the very least, she would have the use of her cell phone if she needed it in an emergency. To have her phone shut off was unacceptable for me, especially since I had paid her bill.

I went to my supervisor to ask her if my bill had been paid, and she rifled through the stack of Verizon phone bills (everyone in the office has their bill sent there) but couldn't find mine.

I then went to Verizon's website to see if I could find what the problem was. I double-checked to make sure the billing address was correct, and it was. I saw that my preferred method of billing was paperless, so I thought that's what the problem was. I changed it, printed out my bill to give to my supervisor, and then made a call to Verizon Customer Service to clear things up. When I explained the situation, the representative I spoke with apologized, reinstated my mom's service, and helped me straighten it out.

Soon after, I started getting daily calls telling me the same thing as
before. I spoke with five or six different people and told them all the same
thing - we hadn't received the bill, but I printed one out and gave it to my
employer, so it was being taken care of. I even asked, at one point, that a
note be made on my account stating this, but I was ignored. I was told I
must provide confirmation that the bill would be paid and the date on which
this would occur, which I did.

My employer has since sent out a check. And this week, my service was disconnected. I sent several irritated emails to Verizon, and each response I got was full of "thank you for your business" and "you could try this", the latter of which included the obvious, no-brainer solutions that didn't solve my problem. I was told that my bill was sent out to my OLD address, which they said was the one I had on file. This couldn't have been true, because I had double- and triple-checked to make sure my account had the correct address. I was told I could call customer service to resolve any questions I might still have. Obviously I couldn't do that, as I'd tried a dozen times and was automatically redirected to the payment center.

I've called customer service again and again and was automatically redirected to the payment center each time, until I learned how to go directly to a live person (thank you, gethuman.com). Finally, I spoke with a real live human being, who told me there's nothing that can be done to reinstate my service until the check sent by my employer is posted to my account.

VERIZON didn't send the bill to us, VERIZON sent it to the wrong address, and VERIZON suspended my service. I, however, noticed there was a problem, I printed out a bill, I tried multiple times to straighten it out with customer service representatives, did everything I could possibly do, and I got my service shut off. I've been a Verizon customer for five years and have never had a problem. But now, because of Verizon's mistake, I'm treated as someone who just didn't feel like paying her bill.

Family plan : Our two sons choose for LG phones. One paid extra to get the LG EnV and the other one choose the LG Dare.
This was the end of August of 2009. It is now a few weeks after the one year warranty period. The LG EnV has been replaced 3 times in the past year. The LG Dare has been replaced once and is now broken. All LG's had the same issues: touch screen problems, where no digits would appear on the screen. This would make it impossible to call or to write or read messages. Every time a phone was replaced the replacement was a refurbished phone.
The Dare, which is now not working, has a manufacturing date of October 15 2008. This means this phone was made in October of 2008, and for a piece of electronics that is darn old to be sold as new ( or as replacement refurbished) . LG will only warranty their products for one year, or 15 months after manufacturing date. This means, because Verizon give you old refurbished phones, you can not return the phone for repairs ( under warranty) at LG, cause the day you got that phone it was already older than 15 months !
Verizon keeps telling us we should have taken an extended warranty. I do not agree. If you pay big $$ for a phone you should reasonably expect that phone to work properly for a certain amount of time, and that time should be at least one year, not a few months. The phones were all replaced by refurbished phones, that were older than the original ones.
LG is selling a terrible product and Verizon is selling its customers short by supplying them refurbished old phones until your warranty year expires. No lemon policy at Verizon or LG.

I have been a Verizon customer since they purchased AllTel and an AllTel customer for many years before that. My husband and I find that we never use our minutes of our plan or come close to it. We received numerous phone calls from Verizon telling us that we were eligible for new phones AND that our contract was up, please stop in the local store and buy your new phones and let’s get you under contract again! I stopped in the store and the Verizon rep looked up my account and we had a long discussion about minutes that are not used and their own pre-paid plan AND his comment was that our contract was up so if we chose to go to another provider that I could find a better deal at this would not be a problem. We switched to Net 10 (which by the way is OWNED by Verizon!) Today I called Verizon to get my final bill AND was told our contract was told that our contract is not up for another four months and for cancelling we would be charged FOUR HUNDRED DOLLARS for breaking our contract. After speaking to a supervisor she also told me too bad if the rep in the store made a mistake and the phone calls were misleading, your contract is not up for 4 more months and there is nothing we will do about it! She then told me that it CLEARLY shows our contract expiration date when I go on line to pay the Verizon bill. I have since searched the entire site AND my paper statements and NO WHERE does it ‘clearly show a contract expiration date’! We will now be held hostage by Verizon and have to disconnect the pre-paid phones that now have our original Verizon cell numbers and have them ported back to Verizon and keep that HORRIBLE service for four more months. I believe that all companies of this nature who have dumb representatives that tell the customers anything they please even if it is the wrong information, they are NOT held accountable, should have to clearly show the contract expiration date on not only the paper statement that they send but also on the web site where you manage your account!

I can tell you all this; I will bad mouth Verizon to everyone and anyone that will listen AND will never, ever use their service again once our contract is up!

We had Verizon wireless since Oct 2006. All our phones were out of contract (3 phones), we then switched to ATT on 8/9/10. Our bill cycle started over on 8/2/10. We are now being charged a full months service for 7 days service. I had called Verizon's customer service numerous times before porting over to ATT to make sure we would not be charged the early termination fees since our last phone's contract ended 8/1/10; however not one of the customer service rep's mentioned they would screw us and make us pay through 9/4/2010. We were happy with Verizon's service up until this and now I would never recommend Verizon to anyone. I feel this is their way of collecting extra from customers that they can not charge the early termination fees. It's just their way of puting the shaft to you for leaving!

Share my pain with verizon …….
August 27, 2010
I had a 8-12pm appointment window for the addition of a fios television line upstairs.
1100 called customer services got the “we are experiencing a high call volume message”. Went to web and chatted with tech, was sent a link that said my order status was on schedule and on time.
1300 called customer service, told that he would contact dispatch to see where the technician was, placed on hold over 20 minutes, then call was disconnected.
1430 called customer service, was told that the technician was assigned my ticket and that he was running late but would be here. Was told that I should allow two hours passed my scheduled appointment for the technician to arrive (It was already 2 hours and 30 minutes passed the”allowed” time).
1730 called customer service and was told that they would transfer my call to someone who could help me, placed on hold over 15 minutes, and then call was disconnected
2030 called customer service, was told that it was late that that the technicians were done for the day. I was told that she would transfer my call to someone who could help me, placed on hold for 10 minutes then the call was disconnected.

August 30, 2010
0800called customer service about my no call, no show on august 27, 2010. Was given another appointment date of september 3, 2010 with a 8-5pm appointment window and that I would be called one hour prior to the technician arriving. When I explained that since I would have to miss another day of work for this appointment, could verizon waive the installation fee? I was told “no” but she would call me on the next business day after the installation to see what she could do.

September 3, 2010
0900 called customer service to insure that my order was assigned and to find out when he would be in my area and was told that the technician would give me a call at my home number.
1230 called customer service to relay that I was never got a call from the technician and was told that they didn’t have an order for my address despite being given the order number generated by verizon! I was told they didn’t know how I got that order number but it wasn’t in his system. To add insult to injury I was told that this was the holiday weekend and that they may be able to go above the call of duty and fit us in before 10pm but he couldn’t promise that it could be done but it was a good thing that I called because it would have been another no call, no show. Oh, he did apologize for the inconvenience.

It is 1300 now, I will let you know how it turns out.

I was given a price of $110 per month for Verizon Triple Play by a Verizon Sales Reprentative Mr. Wilder ($110 including 1 DVR, 2 cable boxes and 1 year free Premium package). I was also told an additional $15 per month discount would be applied if I switched to Verizon Wireless, bringing my bill to $95/month. After switching to Verizon Wireless (buying 2 HTC Incredible phones, 1400 minutes/month, 2 data packages and an additional phone), I was told my told my "Quad Play" bill was $130? I spoke with a customer service rep, two supervisors Mrs. Medina and Mrs. Freeman who would not honor the $95 promised price. They said there was no way anyone should've promised that price and could not help me! I have a reference number, Customer service & Supervisor names, dates, etc. It is no only completely unethical to charge more than an agreed price - IT'S ILLEGAL! This is a bait and switch. I only want to resolve this to the price I was PROMISED.

Verizon is used by most people I know and came highly recommended for their customer service and products. I more than frustrated and only had extremely bad experiences with Verizon. I will give my business to a competitor if this isn't resolved immediately.

Peter

Within 2 weeks of buying a Droid X I began having issues with screen freezing, random shut downs, etc. I went into the store on 8/1 and the phone was reset. I was cautioned to return/order a replacement by 8/17 to ensure I was within the one month window for returns. The problems continued. I was in again on 8/7 (out of town store) and on 8/9 had enough and returned to the Bloomington store to order a replacement. They insisted they install a logger application and informed me they ordered a phone which would ship the end of August. The problems continued. I followed up with this store on 8/21 to confirm the sho date and was told yes it ships the first of Sept and I would get an email. The problems continued so today I went into the Bloomington store to just return my phone and leave Verizon. I was informed a new phone was never ordered, but they could get one in two days. I refused and said I would leave and wasn't paying the early term fee. The Manager shared he could not do that and to call Verizon. I called as I left only to be told they could see where the store noted my account on 8/9 indicating a new phone was ordered, but it was in fact never ordered. They went on to share at this time they cannot waive the fee as over 30 days have passed since I got the phone. They said it is a store decision. Lies, lies, lies. DO NOT TRUST VERIZON.

Verizon Wireless online gives the option of transferring phone upgrade to another line on your plan. It would make sense that by doing that, that line would also renew their contract for two years. However, this is not true. The line that transfers their upgrade not only doesn't get a new phone, their contract is renewed for two years! The line that just got a new phone is still eligible for an upgrade when they are due and their contract has not been renewed. DECEIVING.

Verizon Fios lost my returned equipment and charged me 700.00 for the lost stuff and 377 penalty for not liking there service--call after call no resolution, they turned me into collections after one month!Not fair, rip off, class action suit is a great choice for this mess! Anyone else have this problem, I have talked to several people that this has happened too reently! A money maker, rip off, innocent people trying to do the right thing!Shame on you Verizon fios

I was a customer of Verizon Wireless for about 13 years. During that time I had practically no problems with their services and policies. To gain superior voice qualities of GSM (as opposed to Verizon’s Qualcomm CDMA format). I decided to go with a GSM carrier and chose AT&T. This also afforded the advantage of “rollover minutes”.
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I terminated Verizon’s service on 7-22-10 at which time my numbers were ported to AT&T. Verizon informed me I’d be obligated to continue (contractual) payment through 8-18-10. That meant I would be paying Verizon and obtaining NO SERVICE from 7-22 -10 through 8-18-10. I wasn’t too thrilled at paying a prorated $81.40 for NOTHING, (no service) but was prepared to live with it. I requested they bill this ‘no service provided’ time frame at a lower monthly plan rate.
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“Nawww….that won’t happen” was voiced in so many terse words. End result, I paid ‘full boat’ current plan for about 27 days of cellular service which I didn’t and couldn’t access. I went ahead and paid for this non-service, having no other choice. A disappointment, to say the least. Nothing like paying good money for nothing.
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Almost immediately I received a communiqué from Verizon Wireless stating: ”Reclaim your seat at the top of the mobile food chain.” (a bit presumptuous I thought) ”Come back and get up to $100 off on any phone. Plus, pay no activation fee. Whatever your reason for leaving, we want you back. Plus, get back any early termination fee you may have paid. A special offer just for you”.
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The foregoing last paragraph illustrates a problem I’ve had with many companies and services for many years. You’re a forgotten mushroom while continuing service, for years, never missing an on time payment. Quit? Never a customer? Oh wow! “Have we got a deal for you”. Sort of like a job I had many, many years ago. The only way to get a raise was to quit. Why can’t a 13 year loyal customer be worth as much as someone who has NEVER contributed income to the business? (That’s a rhetorical question, of course)
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I bought a NEW Droid cellphone in June 2010 for $200. In August 2010 my phone was instructing me to install an update in August 2010. The update crashed my phone. I took the phone to my local Verizon Wireless store where they told me the update had indeed crashed my phone and it was common with this particular update and they would have to send me a new phone. It took 5 days to receive my phone and it was a refurbished phone. I went online and saw that refurbished phones were selling for $100. I took the phone to the same Verizon store and asked to speak with the store manager. He came up to me immediately and said that if I was loud he would remove me from the store. I was shocked! I explained my issue to him and he said that the update was from the manufacturer and not Verizon's responsibility. I explained that I had just bought the phone 2 months ago and a replacement worth half that was sent to me and the problem was not even my fault. He said again that it was not Verizon's problem. I now have a $100 refurbished phone and not a credit in sight for the extra $100 I paid for a new phone but for the 5 days it took them to give me the phone at all. I am amazed that first of all the staff is so rude and that they cheated me! I have filed a complaint with the Better Business Bureau and with Verizon's corporate office.

Back in May it was time to renew my Bundle for Verizon FIOS TV, FIOS Phone and FIOS Internet. When I spoke with the Customer Service Representative, I asked them if there will be an issue if I move and my new location doesn’t offer FIOS — would I be penalized? They said no. So I double and triple checked with them that if I cancel my service because they don’t offer FIOS that I will not have to pay an Early Termination Fee. They said that was correct.

Fast forward to today. They tell me that no, my new location doesn’t offer FIOS, but I am required to keep some form of Verizon service. In my case, it’s phone service because that’s what they offer at my new location. OH NO! This is NOT what I was told back when I renewed. Not to mention the fact that this is NOT what I signed up for. And I made sure to cover my bases by asking two and three times. And now they are trying to tell me that I have to have Verizon Phone Service. OR I can pay the Early Termination Fee (which would be $300) if I wanted to cancel and not keep some sort of Verizon service.

Are you f’ing kidding me? THIS IS NOT WHAT I SIGNED UP FOR. I am not going to pay out the Wazoo because of THEIR mistake. They need to start taking responsibility for what they say and do!

I asked to speak to a Supervisor. So I was placed on a “brief hold” – Ummm, last time I checked, a “brief hold” was NOT 45 minutes. Sorry Verizon, I do NOT have all day to sit on the phone to wait to talk to ANOTHER person who is more than likely going to lie to me. So I hung up.

And if the CS rep said one more time “I apologize that you were given wrong information” one more time, I was going to flip. Yeah, you are sorry, but I am the one that has to pay? Right. Not gonna happen.

Does anyone have any advice on how to get this resolved?!