Verizon
reviews and complaints

Although verizon fios is generally great service, verizon is an oligopoly which leaves most people with very few options. Watch out for verizon renewals without asking important questions such as timing the renewal to start when your existing contract ends (particularly if there is a price increase). Make sure you get things in writing (email) before agreeing to anything. Verizon reneged on its contract terms and lied to the fcc about what it offered. It fell on deaf ears.
Contrary to what verizon fios should be providing with internet speed, even small packages such as 50/50 often encounter serious download issues which suggests throttling. Speaking with executive support when your patience gets exhausted is a waste of time because they're considered a support extension of the office of the president and they are held on an extremely tight leash.

Verizon does phenomenal service potential such as internet speeds approaching 1gb. Fiber optic technology offers tremendous bandwidth. Yet, you will hear all types of reasons about what might be affecting your download test results. The simple fact is that the test measures the amount of time it takes to pull data from the measuring server to your computer. Therefore, it is independent of what you might be doing when the test is being performed. That's not to be confused with slow delivery times from certain websites which relate to how responsive their servers are.

Verizon needs to be held accountable to a very high standard as a virtual monopoly in many areas. The best way is to file complaints with the fcc on their complaint portal. They recommend registering so that you can view your complaint, update it if necessary, and also ensure the fcc is doing its job. That also means making sure that verizon answers all issues in writing and holding their feet to the fire if they don't.

Went into Verizon store to inquire about why my bill was so high and remove a tablet we had on the account that we no longer used--every month it kept getting higher and higher. The sales rep advised told me that I had a post-pay account and that they just changed their prices for pre-pay in which I would only have to pay $75/month for my unlimited plan. That was all that was explained to me. I was a given a number to call, because apparently not everything can be done in store, and was told I could remove the tablet by calling this number.

I called the number, set-up my account, provided a cc, and asked to remove the tablet. All of which I was told was done.

The next month, my phone shut off because the rep on the phone did not set up autopay and I could not log into my account because switching from pos-pay to pre-pay changes all of your account information. I had to go into a store to get it all sorted out.

Last weekend my phone was stolen in LA. When I returned home, I went into an indirect Verizon store by my home to use my insurance to order a new phone and try and get an old phone set up with my number in the interim. The rep looked up my account and asked why I had a pre-paid account. I said because I was advised by someone at Verizon to get it. He said that is odd, we usually never advise that especially because you can't have insurance. And I said, ever since I have owned a phone I have always had insurance. So now, I don't have insurance and cannot replace my phone. The indirect store sent me to the corporate location where they advised me to go on the pre-paid account in hopes that they could better assist me.

They were not any more helpful. They said there was nothing they could do. On top of this, come to find out the tablet had not been removed and I have been being charged for it on my account for the last 4 months and have an outstanding balance. This is absolutely unacceptable. Verizon has clearly messed up multiple times in multiple ways. A business should do everything possible to remedy a situation and make the customer happy. Because I was advised by an incapable salesman I now am unable to replace my phone. I expect to be given a phone or be compensated in some way.

I will spread this message to anyone who is willing to listen. Your customer service isn't service at all.

One agent (Matt siddiqi) came to my apartment and told that if I switch my comcast connection to Verizon, they will give 10 times faster connection with no installation fee for the same monthly payment I am paying to Comcast. So I thought I will just try it. I spent hours on phone and they even did credit check with my social and after everything they said they cant give the offer he promised. They didnt bother to provide reason. wth.

I have been having issues with my Verizon Service since I had it back in October 2017 where I had to call customer service at least twice a month. In December 2017 I begin working from home where I'm required to have internet. Every time I call they have me reset my box, send out a tech and send me a new box. Within 5months I had 3 different boxes and 3 different techs come to my home to do diagnostic tests. Recently On a Thursday I woke up one morning to begin working and my internet service was completely out. I was out of work for that next two days due to my connection. Verizon sent a tech out that Saturday and they advised that it was an issue at the central office where my ports needed to be switch. The ports were switched. I was told to give it 15-30 mins and it should be up and running. Well, that wasn't the case. I turned my box off for some time. The next morning I reset my box. It begin working for a few, then went out again. I continued to contact Verizon again about the issue. They sent another tech out that Monday where again I was unable to work. Unfortunately they sent me a very lazy tech that did not want to come, but just wanted to advise me that he contacted the central office and the issue should be fixed and that he didn't need to come, however, I did not let that happen. The tech finally came to my home, set In my kitchen chair and waited for my internet connection to come back on, then left and advised me that it was fixed and if I have any additional info just contact him directly in his cell, not Verizon. Of course time went by and the issue started to accure again. I've contacted the tech, which advised me to give it a couple minutes and it should be fine. Well again, the issue kept accuring throughout the day. I contacted the tech again and moving forward I have never gotten a response. Today is now Monday Tuesday and the issue has accrued again. I contacted Verizon again and they advised for the 3rd time that the port has to be changed again at the central office. I will never In my life recommend this service to anyone. I will go without internet before I ever purchase Verizon service again.

Terrible! Do not even think of getting this service provider! First off they outsource to philippenes for customer service, my names do not match my accounts I have called in na year ago complaining of same issue, they changed my number and said it would be rectified, a year later, just lastnight, I did not come up in 911 and thats a problem! I come up a different name on caller id's. They told me I share the same number with someone else, my name comes up someone totally different, I suppose the address as well. Customer service did nothing 1 year ago, as well as now! Done. If I could give a zero I would. The manager said hes sorry and will request to have other name removed off my account and will request my name be added. 1 time was enough, now a second? And was told numerous accounts come up with my number and their system sometimes doesnt change names.

At my last appointment my battery pack was installed empty which was told by the new tech that came, they wrapped my box in foil so maybe I would get faster service which I should of had instead of wifi not working sometimes.

They arrive at your house/appointments in t-shirts and jeans, nothing that says or represents verizon so you don't even truly know who's coming in your house. So unprofessional! This is the worst company.

I made a one time payment on my sons account, Verizon prepaid stored my card information and within a month they had charged my card $387. plus I made many calls to their customer service dept All that I ever got was "take it up with your bank" it was not a mistake made by my bank or my banks responsibility, I have talked with many people that have shared the same horrible issue with Verizon prepaid. I will under no circumstances EVER be Verizon prepaid customer, which is a joke! Should be against the law for them to be able to store anyone's bank info without asking customer!

A $2.75 charge showed up on my bill for Local Directory assistance, which i did not make. Online search shows this has happened to many others. They call/report/ and charge is removed. I called, spoke with rep named "Tom" (would not give me his last name). He LAUGHED at me several times. Said the call was made from the line and would not be removed. I told him the Verizon blogs were filled with complaints from others experiencing the same problem. He said in all his years he'd never seen or heard of a call being made by a phantom.

On 4/24/18 I discovered our home phone service was not working. and have not had a dial tone since. I have repeatedly called Verizon customer service and the repair dept. They sent a repair tech out on 4/26/18. The tech informed us it was a problem with a phone pole at the end of our street. Since that time customer service has tried to pressure us to get FIOS. As we rearely use the home phone, we decided to cancel the service. I have tried to cancel the service several times, but it has not been cancelled. I know Verizon is going to make me pay for the service even though we have not had a dial tone at least since 4/24/18. I am now considering cancelling our 2 Verizon wireless phones. This is horrible customer service.

Trying to get my rewards, but as usual SA customer services are rude and disrespectful. First I called and the first rep. told me they would be unable to communicate with me because of my name didn't match with the voice. It was a insult to me, I called back and continuously. I had called 2 to 3 times and was meet with a this is the wrong number by Verizon wireless. I don't have Verizon wireless, so it was done by a call rep. I called again got Tasha (team lead) for some reason Tasha seemed to be frustrated. Switched me to Britney (the management) which asked me repeatedly, do I know how to spell my name. Then hung up on me after I asked why are you insulting me. This is a downward spiral of SA treatment to ethnic people and shows how your staff is very rude and disrespectful. This comment will go on BBB, google, and other well known platforms. I have to go to work, and need my rewards to get there. SA has a good point system but their Customer service is horrible even at the stores. The only reason Holiday get sales is because of their customer service.

I'm not requesting any formal action on this. Merely posting how a renewal order for Verizon Fios TV and Internet got really messed up and what I had to go through to get it corrected.
On 12/18/17, I renewed my Verizon Fios TV and Internet service via the Verizon web site for the same price I had been paying for the 2 years prior - $94.99. With equipment rental and an increase in some other fees and taxes, my new monthly total should have been $156.99 - see attached screen shot titled "Order Renewal - 12/18/17." However, when I received my first bill, it was $174.30. I had been charged $109.99 for TV and Internet, or $15 than I should have been - see attached screen shot titled "First Incorrect Bill." This was the amount that my TV and Internet service was going to cost, if I had I not renewed my service. I spoke with 3 different customer service representatives (reps.) over the course of several days. They all said that they could see what was wrong and they were going to correct it. However, it was not corrected.
On 12/30/17, I spoke with a 4th customer service rep. who advised that the order was showing as "pending, " which is why it had not gone through. He said he would correct it. About 15 minutes later, I lost TV and Internet service. I called Verizon back and was transferred to what I assume was tech support. The lady I spoke with told me, after speaking with a technician, that when I placed my order, it should have never gone through. She said it should have "triggered" a technician coming out to replace the ONT (Optical Network Terminal - a big circuit board in a box on the rear of my house) prior to the order being completed.
I told her that I had spoken with 4 different customer service reps. about my order/bill not being correct, and none of them said anything about this. She said that they should have known it, and that everyone she has spoken to in customer service was aware of it. She said they couldn't restart my service until the ONT got replaced. The earliest a technician could come out was Monday, January 1st, 2018, so I scheduled an appointment for that day.
Later that afternoon (12/30/17), I received an e-mail on my cell phone from Verizon titled "Review My Order." After entering my zip code and clicking on the link it said, "The order you are trying to preview is cancelled (PA02)." - see attached screen shot titled "Order Cancelled." Also, the 4th customer service rep. called me back to see if my service had been restored. When I told him it had not, and that it stopped because the ONT was supposed to have been replaced before the order went through, he was shocked. He said he had never heard of this and sounded incredulous. It seems like the only employees who knew this were the technicians. Not even the people in support who answered my calls knew his, until they had spoken with a technician.
I called Verizon back and spoke with someone else in support about the order supposedly being cancelled. He said my order went through on 12/27/17 (not 12/30/17). This contradicts what the 4th customer service rep. told me. At first, he said he wasn't seeing anything that should have stopped my TV and Internet from working, and he'd try to restart my service. After speaking with a technician, he said that my order shouldn't have gone through until the ONT was replaced. He said he couldn't restart my service with the existing ONT. So, I had no TV and Internet the entire New Year's weekend. Also, my home phone wouldn't work because I have a VOIP phone service, but not Verizon's.
On January 1st, the technician arrived late, at 3:15PM. I was told that he'd be at my house between noon and 2PM. He asked me why I was having the ONT replaced because his records show that I have the newest one. Another piece of contradictory information.
At one point when he thought it was repaired, he told me to turn on a TV. I did but got no reception. He kept doing stuff on his tablet and ended up speaking with someone and said there appeared to still be a problem with the order. He finally got my service restored but it took about 5 hours to do so.
The technician had to install a new AC power supply for the ONT because my existing AC power supply/battery backup unit wouldn't work with the new ONT (even though he said he had the same power supply/battery backup unit and a new ONT). He had to install a new cable from the ONT to the new power supply. Where the wires connected to a harness hanging out of the new AC power supply, they were exposed - see attached images titled Verizon ONT PSU. I asked him if there was some way he could cover it up. I was worried about something catching the wires and pulling them out of the harness. He said he didn't have anything to cover it up and the harness wouldn't fit inside the power supply unit. I expressed my dissatisfaction with the installation, and told him it was sloppy, or unprofessional, or something to that effect.
AND TO ADD INSULT TO INURY, after all of the errors made, and incorrect and contradictory information I was given, the first bill I received I received in January was incorrect. It was for $161.16, or $4.17 higher than what it should have been and I had to call Verizon to have it corrected. The reason for the $4.17 increase was listed as losing a discount for a speed upgrade - see attached screen shot titled "Second Incorrect Bill.". The only problem is, I had never requested a speed upgrade. So, how could I lose a discount for something that I never had in the first place?
I hope someone from Verizon reads this. Verizon has gotten so big, that their internal communications are abysmal and the customers are the ones who suffer as a result. I have specific dates and times of when I called, who I spoke with and what they told me. I just didn't put all of that information in this review. TV and Internet service with Verizon has been great. I think I've had only one outage in the 11 years. However, Verizon should change the name of what they call "customer service, " because it is practically non-existent.

For many years my wife, my daughter, my son, and I all owned Verizon phones. One by one, we transferred to other carriers, until the only phone on the Verizon account was my daughter's. Then, early in 2017, ownership of the Verizon account was officially transferred through Verizon from myself to my daughter. My daughter was well into adulthood at the time. Imagine my surprise when Verizon reported negative information on me to a credit agency many months later. Since the account was transferred to my daughter, I had not received a bill, a late notice, or a collection notice from Verizon. Imagine my greater surprise when Verizon told the credit agency that the negative report was accurate. When I owned the account, I sometimes made payments from a bank account I had linked to it, but I removed that payment method before the account was transferred. I don't even know the credentials of the account to be able to communicate with Verizon about it. I wrote to Verizon and if you can believe it, a Verizon executive called me and spent an hour commiserating with me because he had once been reported to a collection agency for a student loan. However, he refused to remove the negative information from my credit report. After I posted an earlier version of this review on another website, another Verizon executive left me multiple messages that my e-mail address and telephone number do not match the e-mail address and telephone number on the account. It's hard to know where dishonesty ends and stupidity begins. But to me, the lesson is clear: Don't buy your son or daughter a Verizon phone.

On 3/8/18 Verizon was suppose to send a tech over to replace my jacks, between 1 and 3 PM. A tech by the name of Danielle calls my wife at 10:00AM and tells her that she will be right over. When she came she was escorted by a young man who does nothing, but gets paid to ESCORT her. Really that is a waste of money. She said that the company lied to us, because she is not here to replace jacks, but to install a box for the upgrades of the fiber. I only have a land line with Verizon. She said there won't be a charge. She goes into our bed room and asks if she can go out on the balcony. She than asks to go into the yard. After she goes into the yard she tells me she will be right back that she has to get something and she will be in and out of this job. She disappears for over an hour and comes out of her van empty handed. What did she get? She informs my wife that she can't put the box in the living room, because her ladder is frozen. She is lazy and she was milking this job. She tells us that she has to put it in the bed room-easier for her cause she throws the line over the balcony. I should of kicked her [censor] out right there. My wife told her I don't want it in the bedroom, but she kept insisting. Than she is sitting there with this paid ESCORT playing on her tab and doing nothing. She gets a phone call from a supervisor named Sandy who tells her that she has another job for her. Danielle says OK when I am done with this one. All along she kept telling us by 3 I am done because I have to get my nails done. She informs us at 12 PM that she has to go up on the pole and disappears for over an hour again. She was milking this job. When she returns I asked her where was the pole that it took so long. She tells me in the South. I told her I am not laughing. After 4 and a half hours she is finally done and she calls back Sandy and tells her that she can not make the other job, because this job took to long. FIRE HER [censor]. UNION OR NO UNION. Do not be afraid of her. We disconnected our home # and had a foreman named George call my wife. We wanted this box out and specified not to send this woman over. My wife gets a phone call from the same tech-Danielle on 3/10/18 and states she will be coming over to remove the box. My wife calls the foreman-George. George comes over the house and he has another tech DJ who was dynamite. What he did in less than one hour took Danielle 4 and a half hours. George took pictures. Now because of her I have no home phone, which I am still waiting to have it put back on. I am going to be charged 20 dollars more. I am requesting a refund from my last bill. I spoke to a rep named JOE who was great and he informed me when I am ready for have FIOS Email him. Danielle should be fired do not be afraid of her I will be a witness she can't sue me for harassment. I am a paying customer. My cell is [protected]. Sorry can't give you my home #, because thanks to Danielle I do not have one.

I stopped in store and asked the sales rep what offers they had available. He offers me a quote and prints it out and states that I have til the end of the month to get the offer. I needed to see if I could budget the offer given. I go back to the location to get the offer and they basically looked at me and said that the offer never existed and that they would not honor it. Very unprofessional and sickening. They kept saying that they had another offer, but that is not what I was interested in. I felt like I was being taken like a fool. They basically were saying that the employee that gave me the quote didnt know what they were talking about and they were only interested in getting me to do a different offer. This was very distrusting, sneeking and truly has me questioning verizon because of the way my son and I were treated in store. They should have honored the quote I was given. Not only that, but I then got the run around when I was trying to call and file the compliant on how we were treated in the store. There is absolutely no direct line or anything to try and get issues like this delt with, which I feel is very sad, that a big company like this has no easy way to get matters like this addressed. So now Im trying this "form" as well as filing the compliant with the Better Business Bureau and mailing two PO Boxes that I was given. You would think your company would want to get customers to purchase plans especially if your offering a quote. I guess not because the way that we were treated, definitely says something else. If you value new customers and existing customers, you want to make and keep them happy. I didnt make up the quoted offer, he gave it to me and it should be honored. That would be the right thing to do. Apparently, Verizon or these associates have other plans, which is not good representation for the company. I will be filing these complaints and I hope that they fix or fire these employees for handling a quote that was given by one of their own co workers. It very rude to backdoor one of their own. No respect to their co worker or future customer.

Our prior jet pack broke sept.2017. We had to purchase another jet pack for $149.00 and that's where this story begins. I've never used over our package limits for these last 14 years... But with the purchase of this jet pack it charges for data that they claim your using and the jet pack is "unpluged" turned off" and now boxed up. I had to switch to a different carrier because this verizon bill was climbing higher than my house payment & we really didn't use it much.
There's also a 1 year warranty on this jet pack which verizon will not honor. When I received these huge bills and was told I used $245.00 worth of data on nov.6 2017 I knew they were billing me a fraudulent bill.. I had surgery nov.4.. Then came home & was rushed back to the hospital nov.5.. I was in bed.. All our devises were unplugged & off. I always unplug everything were not using for fear of fires. So not sure what options a consumer has against this company stating untrue facts. And not honoring the warranty on a devise they sold you. I filed a complaint with the fcc. & again our tax dollors to work. At least I was given a form to fill out. I never heard back fromthe fcc.. I am a tax payer and after 3 months the fcc should of responded. Just trying to find out how to resolve this company from this fraudulent billing. I just received another bill for $534.89 and I haven't had their services for 3 months. And remenber this jet pack is unplugged.. Off... & in the box.. Which the store refuses to let me return & they give me $149.00 back for selling me this defective devise. That has a 1 year warranty.

I opened a account went in to store to pay my bill of $430 and pay 240 to pay off a phone . Customer service rep came over and said my account was frozen by there fraud department..called fraud people they wanted a photo copy of my account. I.d did that. They said it was verified then we had some words don't let me forget they cut my service without a word to me..lady at store had to give me back my $$ well after I told fraud agent to f..k y.u she demands a piece she f mail proving address.. did that but it can't end there they want to see my whole bill. What there is personal info they could led see but they have no right to.i did all they ask I will be filing a class action suit ..any body feels that they did you dirty email me at [protected]@gmail.com yea buddy.

I am writing this because I feel that I am being over charge for all of my plan on my Verizon phones and my one talk and please understand me I left T-Mobile of what they did to me and I thought I could go to Verizon to be a good and loyal customer to them and it seems like I am paying way to much for these services, I never had a phone bill or statement that was over $300.00 or $400.00 dollars at a time and yes please understand me, have called many times to talk to Verizon about this all and yes I did called on Jan.26, 2016 and to found out was going on and yes I had a call from Verizon last week from a man who we talk for about two hours and she said I would get all kinds of credit on my account, see I think I am getting a ran around on this or these matters. so I am coming to you to help me get these matters solve with them, I like Verizon but like I said I am being over billed for my services and this is the facts and when I call them no one listen to me, because its all about the money they are trying to get from me, see my account is a business account and I am not going to let this happen to me, I have lost money on my business because of them which I was told they would come out to me to my home to put in my complete one talk system when I first went into there store, so now I am asking you to please found out what is what, I am paying to much for all of this ordeal, thank you very much for all on this matter,

The Yahoo news feed biased towards left since you bought Yahoo. How about posting articles representing both sides equally and quoting relevant current relevant sources not wishy-washy kooky sources who worked for past administrations? And running CNN left bent articles- Dumb! If I wanted to know what they think I would read their website. Yahoo was one of the early great names of the internet, Imo just following the rest of the self imploding communist news outlets is not a viable business model for the future.

I signed up for Fios internet and voice service on month to month billing basis without any long term contract.
My number was ported out without my consent and while I was trying to restore my number back to Verizon, the rep I was talking to wrote a new order and not only changed my billing amount also put me on a 24 month contract.
Looking for relief with regard to billing and contract period.

14 months ago I traded in my iPhone 6 to get an iPhone 7 plus. I was supposed to get $27.08 credit on my account every month for 24 months. Unfortunately I lost my iPhone 7plus after a couple months. So I was very excited when iPhone X came out. Of course, on the very first hour, I ordered one on Verizon. Everything was fine, I chose to pay my device in 24 months. At the time, I was on my 14th out of 24 payments of my iPhone 7 plus. To get in the new payment plan, I had to pay my iPhone 7 plus in full. Nothing sounds suspicious there, so I paid off my iPhone 7 plus, and started my payment for the new iPhone x. However, after 1 and half month, I realized that the $27.08 credit just disappeared on my bill! I just chatted with 2 customer representatives tonight. Both of them told me, to get the credit, I have to stay in the payment plan for iPhone 7 plus. Which means, when I bought it off, and paid for the whole price for iPhone 7plus, I am no longer in the payment plan, so my credit will terminate since then. I asked if there's anything I could do to get back to my plan, because I wasn't told that buying an iPhone x from Verizon would cause me to lose my credit, which worths $270! Then, I was told that I can only reverse to the plan within the first 14 days after I activated my new phone. I was like... are you serious? I wasn't informed that I would lose my credit at the time of my purchase, and I wouldn't have had my new bill ready within 14 days. Which mean, there's no way I could know about his within 14 days after I activated my new phone, and there's no way I can get my credit back! Think about it in another way, if only Verizon notified me at the time of my purchase, that I would lose this credit, I would have kept my old payment plan for iPhone 7plus and just buy an iPhone x from Apple! Isn't that idiotic? So what I paid for my new iPhone X is : $999 (spread out for 24 months)+$270 (10 months trade in credit). Verizon told me, yes, that's fair, that's the "agreement" we had. I feel like I was being fooled by Verizon. There's no way any one would have agreed to this price, if he/she knows about it. Verizon fooled me by not sharing this information with me at the time of my purchase, and leaving no way for me to find out within 14 days, which is the time frame for me to go back to my original plan.

I recently purchased a new pixel phone and IPad from the Verizon Wireless store located at 3737 Murphy Canyon Rd Suite B, San Diego. With the $1, 000+ purchase the salesman, Troy, offered a free screen protector for the phone. I was told they were currently out of stock, but to return in a few days when the next shipment was to arrive. Four days later I returned, but was told they were still out of stock. I returned about a week later and was told again, they were out of stock.
I return today, Troy was not working, and the store manager informed me that while they now have the screen protector in stock, I would be required to PURCHASE the item and they refused to honor their promised accessory. After four return trips to be told they would not fulfill their agreement left me with a foul taste for Verizon and I'm now stuck for the next two years. What I learned from this bad experience is never take the word of this retailer and always get it in writing.