Verizon
reviews and complaints

The expensive Verizon fios high speed internet package I purchased has been the biggest disappointment I could have imagined. I live in an apartment building in New York City that claimed to be wired for Verizon Fios when I made my selection about internet provider. Not only does the service not work, but the installment took a group of 6 incompetent workers over 6 hours to set up. Following a miserable installment process, the service stopped working the next day. Verizon sent someone to fix it the following day and he had to call in two reinforcement technicians. Less than one week after the service was fixed. It is broken again. I waited on hold for more than 30 minutes and the customer service representative said the earliest they could come fix the internet was in two days. I had RCN for 6 years prior to switching to Verizon and I never had an issue like this and unlike Verizon, the customer service was fantastic. I am extremely frustrated and do not believe this is worth the headache.

When I left that store I felt totally duped and stupid for trusting Verizon! Or Verizon: is it just this one manager's dishonest sales pitch?
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​Back story: One day I noticed that the back of my phone was becoming unglued and the backing was raised up? Curious?! I go to the neighborhood Verizon store with whom I've been a customer for a good number of years. The manager seemed nice enough (what I expected) then he proceeded to tell me how he could get me a "free" tablet (I should have seen the red flag, but I'm still trusting). Oh, and he could throw in this free charger and that free charger, and a "freee" phone case. He even talked me into DOWNGRADING my phone from S6 to S5! Good salesman, right? Well, I took all my bag of goodies home, opened the receipt for the first time (yeah, me again ! But still trusted my faithful carrier!) To my surprise I was signed up for a 2 year contract to PAY for the tablet, nevermind the fact that I clearly told him I didn't want a contract as I had just finished paying for THIS phone!
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​So marched back to the store, and told the manager to his face that his sales tactics border on deception and dishonesty. He tried to defend his methods by saying this is not my company, ma'am. What does that have to do with honesty? Obviously I was still within the 14 days for returns even after they had to get my phone BACK since the manager was so certain of the "dupe$" that he sent the phone offsite. But, here's the catch ... now that I'm bringing everything back I now have to PAY for the phone chargers and misc, "free" stuff that I never needed in the first place!. Worse yet, he wanted to charge me an additional "restocking fee" of another $100!
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​I came into the store with NO contract, NO balance on my phone and left with $120 stolen from my pocket to pay for NOTHING I really needed! This 14 day return policy turned into $120 spent on phone chargers and other crap I never wanted or asked for. I just wanted to see if my insurance would cover the repair? I guess if the answer had been no, then maybe I'd still have my $120. A word of advice: DON'T TRUST VERIZON! They aren't above deception, right Verizon? Or are there managers who misrepresent your brand? Which is it?
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​BTW...I found a place in the mall that repaired my phone for $65.
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​Disillusioned...

I'm so mad I don't know what to do! I have triple play as of March 2017, and thought I was getting in a contract to receive a gift card. Yea right! The Gift is only for Verizon Wireless. I was giving impression it would be a $250 Gift Card thinking it was a Credit card, well it is NOT! It won't do me know darn good because myself or family members don't use Verizon for Wireless! Today, found out my contract ends February 2019! WTF?
I even tried to pay my bill but nope only cell phones. This is so crazy! I've been scammed!

A pissed customer!

I was trying to make a payment. The staff on the telephone do not speak very good English, and I talk with her with a cheerful voice, and she is keep on making broken English conversation to me, and I felt very uncomfortable. And at the end she did not say thanks for using Verizon, but she said I am rude. And I think she is expecting too much. Verizon is a worst customer base - language and system acceptance wise level. I am so unhappy after that phone call.

Called verison service 4/21/17 re: slow dsl service after wind storm - timed out log ins and buffering streaming content every 2 minutes. Scheduled inside service for 4/29 (sat) 8-12 noon for inside house access due to inabiity to be off during week. They also said they would send an outside service repair person before that, to check on pole connections. Got text on sun 4/23 (during church service) that the outside services person wanted access to the house (could not do..Did not plan to be home) returned message voice mail that they could look at pole and outside connection ...Was already scheduled for inside appt on 4/29/17. Later 4/23 got text that the issue with internet was "resolved." as of 4/26 still not working. Called verizon service 4/28 to confirm 4/29 appt still on books ..."no, " the ticket was closed out ...Now only 4/29- between 1pm and 5pm available ...Had to cancel an out of town trip . Spoke to supervisor, subu chicukula (yes...Had him spell it) ...That he could do nothing about the repair time (for an appointment verison erroneously closed. ***can now see why people are switching to comcast****

I have had the most horrific experiences with Verizon!
1. you can never get a person on the phone - the automated system takes you in
circles. I had to go online and find the codes to push to do it 0 wait 0 again then 6 then 0 again!
2. when I got someone they accused me of lying
3. made it impossible to get international, , , then when I finally did it was impossible to cancel. I was over charged and again accused of lying!
4. phone battery or something quits. Ive been paying insurance they send me a replacement without battery hahaha then when trying to call -- once again the run around. battery finally arrives and when I go to store to get information transferred... The people were so rude, beyond rude - telling me I had to do things online, I said I did not know this and then they said well you should know it and its not our problem... This is only the half of it! Do not go to Verizon for anything!

#[protected]. I am account owner/manager. Recently changed to add husband, sister, brother in law. Attempted to add son who lives in Albany NY. I am presently in Georgia. We were told we could add him onto account and then purchase phone and phone would be sent to store in Albany. My son could then pick up phone and initiate phone up there at store. Was told we could use our credit card and we paid on card. Son was on line with 3 way conversation with Verizon and us. Son got to store and they would not let him have phone as he did not have our physical credit card. He asked if he could use his own card and they said no, he would have to cancel order and reorder phone but would have to become an account manager to reorder. We recalled Verizon on 3 way discussion and customer service cancelled order and set us up with new order again, this time making son account manager and using his credit card. This began about 10:30. The process took approximately 3 1/2 hours during which time we were passed around to different customer service people. Once the woman said, she had to check with billing to be sure this wouldn't be looked at as fraud due to an order put in twice and instead we were passed onto someone new who we had to discuss the entire problem all over with again. That person ended up just connecting us to another new person and we discussed the issue all over again. Last customer service person, Hope, was good and it appeared as if we would get everything through and she said, oops, I waited to long and now the phone is not in the store. So she was able to get it at another store and then she noted there was an error. She said son, Dan had to go back to the original store and cancel the order, as it did not work when we were told they had done it online. I called the store and the woman said he could cancel the order but he couldn't re-order another phone for 7 days as this was policy. At that point it was 2:00 PM. We had spent 3 1/2 hours on the line with Verizon (besides time spent earlier in day with original order) I then cancelled his line and took him off as account manager as I did not want to pay for him if he cannot get a phone.

Alot of this was caused by either ignorance of process by your associates or lack of communication by your associates.
1) Person on original order should have realized the issue about the credit card. My son was on the phone at that time and he could have easily charged it to his credit card.
2) Person at store told him to cancel and reorder but did not tell him reorder was blocked seven days. Also was not told he could not cancel online. Person at Latham NY store was curt and blunt and did not want to be involved with problem.
3) All 4 of the representatives we went through at second attempt had no idea there would be a problem re-ordering let alone a 7 day block from re-ordering. This was total surprise for both us and representative.
4) I had not wanted my son as account manager as my sister was had requested to be account manager. Also, we would be paying for son. We had one slot on line of unfilled space for account manager. One representative told me we could add more by talking to a rep. Another representative told me there could not possibly be more than 3.
5) Having been passed around to multiple representatives was inefficient and frustrating to us, as it seemed we wasted our time and had to start all over again. Long times on hold were understandable but when it resulted in us being shifted over to another representative was inappropriate
6) We had wanted to order the Moto Z play droid for my son @$10 /month. We would want to be assured that we can still have that sale price or equivalent phone at that price when we do order. I told me son that I would personally go into Verizon store with him to initiate line and purchase phone when we return back north middle of May. My son has learning disabilities and cannot navigate this type of situation himself.

Hopefully you can help us resolve some of the issues we have encountered.
Thanks, Nancy Sayles

Recently, my network is freaking slow and unstable, I couldn't even use website and update my games. And then I tried to find out problems and fix them, but that's useless. I used Verizon speed test, and it told me test time out, wtf is it? Few minutes later, it became all blank, then the web told me 'can't reach this page'. I need help! I'm very confused and getting impatient now! This issue has confused me for few days!

The public should be aware of customer service and possible fraud issues with Verizon Fios as well as misinformation being given to customers.

A main reason we signed up for Verizon Fios triple play was that their agent told us before we signed up in November 2014, that unlike our experience with previous provider, our service could be suspended and the suspended time would be added to end of contract KEEPING THE SAME PRICE!

In Dec 2016 we received the November bill from Verizon Fios that was more than $75 a month more than we contracted for! We immediately called Verizon and were advised that since we were going to be out of town till March 2017 they’d suspend billing at old cost till our return and we could resolve issue then.

We brought this to the attention of Verizon executive offices by phone and email in late December 2016. They advised that the contract extends but not the cost!? Is that even legal? We only accepted contract at the price we agree to; so their agent either knowingly or unknowingly lied to us. We believe that if the cost of a contract dramatically changes, Verizon has effectively canceled the original contract, and the consumer should have the right to therefore change carriers .

We got back to NY in mid March and over the next few days tried to renegotiate contract but cost is too high compared to Optimum and when we spoke to second person, additional fees were mentioned so we called and set up Optimum install for a few days later.
We contacted Verizon via chat 3/23 to cancel effective 3/29/17. We were told contract ends August 2017 and we’d have to pay a $50 early termination fee. WHAT!? Told them they cannot have it both ways either contract ended November16 or they must bill us at the rate we agreed on in 2014. They advise they'll charge the $50 ETF and we told them we would not pay .
I am sure they do this to many consumers and if it is not illegal it should be.
We have reported this to the state's AG office.
Be wary before signing on with this company.

On 9/28/16, I visited a Verizon Store in Marietta GA and inquired about a new account. (I was switching from AT&T). I was told the current promo was a free IPHONE 7 with the exchange of an IPHONE 6. I signed up as I had an IPHONE 6 but questioned why I was signing a loan agreement for monthly payments on the new phone. I was told I would have to make three months of payments, then I would receive a return label for my old phone, and when the old phone was returned to Verizon I would receive credit for the three payments and I would own the phone at that time. In early Feb of 2017 I went into the store to tell them I had not recieved a return label and it had been four months, (making payments every month on time). They assured me they would take care of it and the Regional Manager, (Christina), would call me with a resolution. After several weeks of follow up calls in which I was told each time Christina would call me which she never did, I called Verizon to see if I could get it worked out in late February on my own. I spoke to Dominique in customer serivice who explained the phone the store had ordered for me qualified for a $99.00 purchase price, not free. I was told that if I returned my old phone, they would credit me what I had paid but would still owe $4.16 a month for 24 months. (Why wouldnt they just wave the payment and keep the $99 I had already paid, that wasnt an option). I returned the old phone in late February and it was recieved by Verizon on March 2nd. I just recieved my bill on March 31st and the credit wasnt on the account. When I spoke to Chris at Verizon on 3/31, he now says it will take 1 to 3 months to credit my account. With the payments I have made, I will now have paid up to $300.00 for a "free" phone that after 9 months based on what I was told today, Verizon owes me a credit for. We'll see if we actually receive the credit, (no free phone, pay $99, but finance $300 up front for Verizon on what I was sold as free). Sound like fair deal to you? And oh, they dont put promos on anyone's contract so any customer has 0 in writing on what was agreed to in store. According to Verizon customer service, they go by the date the contract was written to find out that promo is in effect at the time. The customer has no proof! Sound customer centered to you? (My Verizon invoice number is SFORDIN1063 sold by Sheldon Scott on 9/28/16 at the Verizon Store in Marietta GA on Shallowford road). Want to show authenticity on this transaction.

Hello,
The commercial with the guy who drops the mic 3 times in one and then in the other won't drop the mic is really stupid. Just put the mic back in the holder. It's Possible not dropping the mic is related to not dropping calls. Idk it's just really a waste of money on bad advertisement when I would expect way better creative minds out there in advertisement. It makes me turn the channel because I just want to put the mic in the holder.

Thanks for reading my feedback

Ok and the first selection under this box is for what? My profession? I'm in healthcare. This email is for the advertising dept.

I have been a Verizon Fios customer since 2012. Upon the end of my 2 year contract, I never did enter into a new contract. Recently, our speed and connectivity was so horrible that I called in to cancel. I spoke with a representative named Kevin on 2/17/17. He advised me of two different options that might help with the internet connectivity problems I was having. He said I could keep my speed and be sent a new router for $148/month. Or, I could upgrade my speed to 75/75 and be sent a new router for $153/month. I agreed and placed the order putting me into a new contract for the next 2 years. After 3-5 business days had passed, the new router had not arrived. I called in on the 12th business day, 3/7/17 and spoke with a representative named Mark. He said he did not see the router had ever been ordered, but he would place a complaint on my behalf and I would hear back within 3-5 business days. I did not hear from Verizon Fios so I called in again on 3/16/17. I spoke to a Ms. Lee who again told me she did not see that Kevin had ever ordered my router but that she would look into it and get back to me by the next day. I also advised Ms. Lee that my TV channel package had been changed although that had never been a topic on my original call with Kevin. Again, I did not hear back so on 3/17/17 I spoke to supervisor Mary Ellen. She told me the same thing the other two reps told me, Kevin never placed an order for the new router. The best part is, my "upgraded" speed is not compatible to my original router. With no offer to send me a router without charging me more, I asked Mary Ellen my last day to cancel during the "30 day worry free" period. She advised me I could cancel through 3/19/17. I woke up today, 3/19/17 and tried to call in to cancel. Each time I was disconnected. Finally, I was able to chat online with 2 different representatives Jessica (I was disconnected) and Jennifer who told me they would be happy to cancel my services but I would be charged a $230 early termination fee! Verizon Fios counts days slightly different then the average business (Net 30 from 2/17 is 3/19- 11 days in February and 19 in March is 30 days). In addition, I was manipulated into a new contract based on promises not upheld by Verizon Fios, lied to on multiple occasions, and treated like a ### when I have been a good standing, loyal customer. I took good notes on each of my calls and despite everything, I was conned. Any current or future customer I heed that you get EVERY SINGLE THING IN WRITING. I regret my decision to ever offer Verizon Fios a chance to keep my business when I called to cancel on 2/17/17. I will never recommend them to anyone because of their manipulative and deceitful business practices.

Verizon FIOS illegally installed two boxes, wires, ugly duct tape and associated equipment on my privately owned end unit townhouse. They damaged my home's siding and landscaping. My guess is that they installed service for neighbors, but did it as an illegal activity, trespass on my owned land. I demand that they remove all intrusions and restore my property back to my satisfaction immediately. They gave me no advance notice of their illegal activities.

$200 of charges for unwanted roaming data while out of country, despite having phone set to "Deny Roaming Data" (see photo). Verizon customer service refused to reverse charges.
Cell phone number: [protected]
Dates: March 2 to March 8, 2017 while in French Polynesia.
I called customer service on March 5 (late in the day). Representative refused to acknowledge their error or reverse the charges. His reasoning was that I did indeed use the data. And that I should have made an additional setting change to the phone to turn off all data. This was neither an expected solution, nor a workable solution since I needed to have data turned on for WiFi use.
1) Verizon should reverse roaming data charges on these dates since my phone was unambiguously set to "Deny Data Roaming Access" (see attached photo).
2) Verizon should modify their system so that when a customer makes this setting, "Deny Data Roaming Access", that this does indeed protect the customer from charges for undesired roaming data.

Peter M. Lucas

On January 29th, I ordered a Samsung J3 prepaid phone on Amazon with the intention of adding the phone to my Verizon account (not a prepaid account).On January 30th, I took the phone to a VZ store, where someone assisted me in trying to add it to my account.

I was told that there was a $30 activation fee, which I agreed to; however, the phone would never activate. Upon further investigation by the representative, I was told that since it was a prepaid phone ordered from a third-party, Verizon's policy is that it needs to first be activated on a prepaid account. On January 31st, I activated the phone on a prepaid account, not thinking that the activation charge and phone line would be added to my regular account since it's VZ's policy that the phone couldn't be added. However, when I checked my regular VZ account, the $30 activation fee was still there and I was being charged the line fee and applicable taxes and fees.

I called VZ and was told that since I had activated the phone, and only needed to keep it on the prepaid account for one month, I could move it to my regular account. The CSR told me that the $30 activation fee would still apply when I switched it over, so she waived $15 of that. I was also adamant that I wanted to keep the prepaid phone number when I switched. She said that was no problem, all I had to do was end the contract since I'd already paid for one month, and I could do so.

I contacted VZ prepaid number and told them I wanted to transfer the prepaid number to my regular account. They told me I need to suspend the account by reporting the phone lost or stolen, and then wait 30 days for the number to become available. Or, I could call VZ and speak to someone about making it available right away. Unfortunately, VZ has a ridiculously long hold time (I waited more than 45 mins), so I wasn't able to speak with anyone, so I paid for another month on the prepaid line.

In the meantime, I'm also still paying line charges and the applicable fees for the same prepaid phone on my regular VZ account. So, on March 10th, I chatted with another CSR and told him I wanted ALL of the charges for a line that was NEVER activated or used credited to my account. He said they couldn't do that, so I requested to speak with a supervisor.

He transferred me to a supervisor who I sat on hold in the chatting waiting for more than 30 minutes to type something.After I disconnected from the chat, I checked my account and the line is still active, and the credit has not been issued.

I sold my old iPhone4 to someone named John, it had a T-Mobil SIM card but was unlocked and reset to totally blank contents and ready to be activated by any carrier. John went to the Verizon store on El Toro Blvd, in Lake Forest Ca. to get it activated. The #### he talked to (don't know who) told him the phone would not work w/Verizon, because it was not set up for Verizon...DUH. ANYBODY in the sales of cell phones knows when you change phone numbers, let alone carriers, you have to put in a new SIM card relivant to the carrier providing the service and to create a new phone number! John calls me all stressed out because he thinks I've sold him a bogus phone, he doesn't know about SIM cards...(he believes the salesperson) he's from Vegas returning in a few hours, and he needs this phone ASAP. So before I refund his $150... I call another Verizon store on 27040 Alica pkwy & Pacific Park, Alison Viejo, CA. and talk to "Ken" who DID know is products and proceedures. He of course said all it needed was a Verizon SIM card and got my old phone working in munites for John . This uninformed #### at the first location cost me, and my buyer 2 hours of phone calls, waiting on hold, getting IMEI numbers etc. and COULD have cost me $150 in a no-sale/money refunded, if I didn't know what to do.

That's only the beginning, I tried to call the store and talk with the manager, and the people who answer the phone won't let you talk to the manager without telling them what you want. THEY could be the people you're complaining about so naturally they hung up on me twice when I wouldn't play their game of “What to you want”.

Verizon...TRAIN YOUR PEOPLE before you turn them lose on the customers!

On February 10 my wife and I went into the Verizon store on Maize Road in Wichita, KS. We were switching our service to the New Plan. As we were doing so the agent (Matt) he was very good, told us about the Motorola V Force being on sale for half the normal price of $720.00. We purchased 3 of them with all the accessories. We debated buying a fourth one for my daughter but want to check with her first. We were told the sale was good till the 20th of February. We went back in to purchase the forth phone and were told the special had been canceled. This is after we were assured we had till the 20th.

We were also told we could pay for the phones in full as long as we paid off the outstanding amount of the phone. Now we are being told we can do that but only if we pay off the full value of $720.00.

I guess our option is to let this very poor business scam go by. or exercise our 15 day trial period and return all purchases to the store and seek our phone services elsewhere. I have been a loyal customer for a long time.

Re: john dunkleberger accounts

February 8, 2017

Verizon;

i, john dunkleberger have had service with you for many years. life situations change and october 19, 2016 I called to have my home phone (acct. 570398296571969y) number cancelled/cut off. I received a bill again in november. I called again to cancel service and cancel the phone number [protected]). I was assured it was taken care of and would get a final bill, that would be $0. that did not happen. I received a bill again in december. I went to our local verizon store and a gentleman (sean) there helped me to call and cancel service. again. I was assured that all taken care of and would get mail resolving this problem within five business days. that did not happen. my bill (one bill) still not reflecting any changes. I called again. same rhetoric. january 15, 2017 I went with a different cell phone carrier. my wireless account [protected]) was stopped with verizon. a week later I called to confirm all of this and get final bill. I was sent an email saying owe $0. february 4, 2017 I received a bill. again. does not say final on it. does not reflect updates for four months now. I called again february 6, 2017 to end my service and get final bill. I talked to six different departments, whom all assured me next department would be able to resolve my problem. none did. I was on the phone for over an hour. no employee of verizon seems to know how to stop service. here is a breakdown: stop/cancel/delete my home phone service. stop/cancel/delete my wireless service. stop/cancel/delete my one bill service. stop/cancel/delete all verizon services immediately. if I owe a final bill, then send it already. I am tired of calling and getting no where. I do not have any services with verizon. reflect that in your records! I will be sending this letter to multiple verizon departments, yelp, the bbb, and the fcc. your reluctance to resolve these issues shall not be a reflection on me nor my credit.

Hopefully thank you for your immediate cooperation,
John dunkleberger

I recently called Verizon to change one of the phones on my account. I paid outright for the phone and all I needed to do was activate it. I was very clear with the representative that I did not want my data plan changed under any circumstances. I get the phone activated and log into my account 5 minutes later and they have changed me from my unlimited data plan to a 2gb data plan. From this point on I have spend over 2 hours in Verizon Wireless Retail Outlets, I have spent over 5 hours on the phone and have now tried a total of 6 times to get my original plan re-instated. In every case, each of the customer service reps told me, "the forms have been filed and you have to wait 48 hours for the changes to take affect. Each time I have called back 3 days later and had exactly the same thing happen each time. This is an unauthorized change, I specifically told each rep I want my old plan back and you were unauthorized in making the change.

I closed my account in October 2016 and have a recording of my phone call and the representative saying all was paid in full and account closed. I moved to my brothers verizon plan. I continued to receive a bill for one more month of service that we clearly talk about on phone callas being disconnected. I spent well over an hour on phone and Kayla in recovery hung up on me after she told me she did not have a supervisor I could speak with, that they would call me in a day or two. I called customer service and was put on hold for 7 minutes and was told I needed to give the reason why before I could speak to a supervisor. As I spoke with Latretta she talked over me and louder than me The entire time of all calls I did not curse or yell and can't believe they treat a person who was a customer for 12 plus years this way. I intended to switch back to a new plan sans my ex but will not and will be posting this review on all outlets including emailing my family (50 plus persons) that all currently have Verizon and posting on my electronic messaging at my work. Worst customer service.