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2.5 1270 Reviews

Verizon Complaints Summary

478 Resolved
781 Unresolved
Our verdict: Engaging with Verizon, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Verizon reviews & complaints 1270

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3:18 am EDT
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Verizon worst customer service

I went on line to order additional converter box, i wanna to pick it up from there Fios store. But this option is n/a online, so i called customer service to change the order. The rep came and he was able to change the order from 1 additional box to adding a box and swapping the old silver boxes to 2 new ones. And i stated clearly that i would pick them up from the store in Hempstead and he stated not a problem i will send that information to the store. Well i get to the store in 10 mins and i turn in the old boxes and the agent says that the order for 1 additional and 2 swap boxes are mail orders and i can't complete this order you have to call customer service back. I get on the phone with CS and after about 45 mins later they could not cancel the order that was put in 1o mins before arriving to the store. So the nice rep by the name of Larry Steffan said i will try to help you, so he gave me the boxes. My service has not worked since going into the store, 4 days later and 2hrs and counting on the phone with customer service my service is still not working. THE WORST IN HISTORY OF ANY COMPANY KNOWN TO MAN.

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Caribrico
Silver Spring, US
Jun 03, 2016 8:07 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I have been a loyal client of Verizon, but their customer service is at the same level or worst than that of COMCAST. I was very happy to welcome Verizon FIOS TV service in my electronic service arsenals after years of dealing with Comcast. The services (FIOS Internet and TV) offered by Verizon are good, near perfect, but their customer service is so slow and so unprofessional that I am ready to move on to the next competitor that comes up, at anytime and any cost. I reached the point of despair when dealing with Verizon over the phone, you never get a true response out of them.

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john leguen
,
Jun 03, 2016 8:07 am EDT

I agree, verizon FIOS has the worst customer service that I have dealt with. Just to get someone to help you becomes a major hurdle. It took me two days to get hold of them last week, a recorded voice actually stated that they were receiving too many calls and I would have to call back (they actuall y disconnected me 17 times. Unbelievable, they need competition in the FIOS industry, and I thought Comcast was bad...

On the positive side, when it works the speed of FIOS is hard to beat... Let's see if Verizon is up to the task in the improvement process or will they become a company of the past.

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3:20 am EDT
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Verizon fraudulent/deceptive sales, slammed bill

For more Verizon complaints, check out FiOSComplaints.com where this blog and other sites give the gory details of how Verizon treats customers.
As for me -- Fraudulent and deceptive business practices, slamming my bill with things I didn't order, and general run-around concerning a shocking over-billing. We called to check on our phone service, and were told that we could add features, plus ad cable/internet service, and with a new phone plan, actually reduce the overall bill. They installed the new services, removed my land line and installed a battery-back up system, and when the bill arrived it was well over DOUBLE what we were told it would be. Countless calls, all the way to the executive offices of Verizon, have not budged the bill at all. The person who was supposed to be on their "task force" to correct these problems, suddenly is AWOL and her phone mailbox is FULL. Mind you, someone at Verizon has a non-working phone. To date, there has been no resolution, even after 3 months.

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9:54 pm EDT
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Verizon unauthorized charge

I have Verizon fios service and accepted a promotional 3 month free Movie Package. I cancelled it within the three months and when I received the bill I saw that they had billed for the next month. I called Verizon and the Rep told me to pay the full amount and they would credit me the following month. I asked why I couldn't deduct the amount from the bill and was told if I didn't pay the full amount there would be an underpayment penalty charge. To say the lease I becaume a little upset and requested too speak to a supervisor. I was told there was no supervisor available and that I could deduct the amont from the bill with no penalty. BEWARE VERIZON'S OF FREE PROMOTIONS!

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10:44 pm EDT
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Verizon poor customer service

I not complaning about the product I love it just the idoit customer service in late march I finaly got out of contract with [protected]@ home service which worked fine for phone but did not work with my fax machine so added the phone to our existing package of TV and internet which sould of been easy but no
next day I got 1/2 my channels cut and my unnowingly intenet speed cut from 25/25 to 5/15
I even had QVC blocked which everyone gets finaly after 12 hours of calling geting tranfered to wrong people and flat out geting disconected before I got the chanels back that I was paying for as the idot put me on la conectia after geting all my pay for channels back i found out that I was on 5/15 so another 6 hours to fix that and I thought all was finaly fine after the 10 days of screwups which they refused to comp me for and today i found they have the acount still screwed up as i seem now to have 2 acounts so after a month still screwed up and I the one who has to deal with there problem as it up to 19 hours so far and still not fixed

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SLA
Bear, US
Jan 01, 2009 4:49 pm EST

After waiting for a long period of time for FIOS to be available in my area, I had it installed in October. Verizon has the worst customer service I have ever experienced. They did not show up on the 1st scheduled installation date and I have yet to receive a correct bill. The credits they said I would receive have not been applied to my bills yet. I receive 3 different bills and every month, there is a problem. I am tired of having to explain my problem to 10 different people before someone helps me. They just transfer you from person to person. The last call I made, I was told to only pay a certain amount of the bill because I was being overcharged. I paid exactly what I was told to pay and this month, I received a bill with late charges on the remaining amount. Now, I have to call to explain that I was told not to pay the full amount listed. I dread having to call, but I refuse to pay more than I should.

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C.Chan
Largo, US
Aug 11, 2010 2:14 pm EDT

My complaint is not toward Verizon Wireless or their services but towards Verizon Fios and their customer service.

I've never wrote a complaint in my life, I've always respected services and their will to help solve problems. With Verizon Fios, they tried... and still things are not fixed and at the end I ended up owing money. Here's my story below:

I ordered Verizon Fios when I bought my new house thinking that the service was top notch and I still believe it is a great service. The plan I ordered was a Triple Plan (Fios TV, Fios Internet, and Home Phone), at that time that was the only bundle available. About a month later I merged my Verizon Wireless account to my Home Account to minimized my billings to a One Bill statement and at the same time I signed up for the AutoPay on their website, this helps me alot being that I have a very busy schedule.

Around April 2010 a new bundle came out called the Double Play (Tv & Internet), I realize that we never use our home phone so I decided to disconnect the phone line and go with the new bundle. I called up Verizon and asked the lady if it was ok to do that. She gave me the confidence that it's no problem, I will be saving money and I would get HBO/Cinemax free for 90 Days?.

The Autopay continue to pay for my services and I was care free... or at least I thought I was.

About 2 Months later I get an automated phone call telling me my bill was past due, at this time I was on a business trip and wasn't able to get on the internet to check. A couple of days later another automated call reminding me of the payment. I went up to their site to check my account, the site didn't mention anything about the account being past due, the bill wasn't due for another week! Instead of waiting I decided to One Pay my account so I won't get anymore phone calls and tried to cancel the Autopay so I wouldn't get a double charge.

A week went by without any phone calls.

I check my bank account almost every week (just my thing) and realize I was double charged; The first was from my One Pay and the second was from the Autopay which was marked Pending. I called up Verizon to see if I should do anything. The Customer Support told me there was only one charge, I told him it was on pending, he said I should wait until it's cleared and to wait a bit longer, because sometime the system will just automatically refund the charges. I waited until the charge was clear and a couple of days after. I called my bank to see if there was any refund coming through... My bank told me to not wait too long, if it is already cleared I should call Verizon right away and not wait for the automated refund.

I called Verizon the next day to get my refund. The Customer Support transfered me to the Financial Services and she issued my refund right away. At the end of that day I got a phone call from my wife telling me our TV and Internet is not working. I quickly called Verizon back up again to see what the problem was, the Customer Support told me my account was up to date and he wasn't sure why my services were interrupted. He sent me over to Technical Support and they told me my account was suspended, I told them I just paid for it and it was on time... of course he tells me he can't do anything about that and I had to talk to Customer Support. So back to Customer Support (of course I had to explain everything again)... after searching and searching he wasn't able to find anything, he was about to send me to a Financial Service rep, but it was already closing time.

The following day I called Verizon up again. Luckily the past Representative gave me a direct number to the Financial Services. After a long wait on my crappy BB Storm, I was able to talk to someone. It took her awhile but she found out that my home had two accounts tied to it!

One account was the old one (the Triple Play) and the other is the Double Play. I asked how do I fix this? She tells me I have to pay for the other account... WHAT?! I just paid for my service... I didn't asked for two accounts! Again, she said she can't do nothing about that, she recommended me to talk to a Customer Support and see if I can close one of the account. She transferred me a CS, of course he couldn't find the other account on my name... I keep telling him, the FS lady said I have two... and he keeps repeating himself saying I only have one and it's up to date... my account was probably not suspended, but might have technical issues... I explained that it is suspended, the Technical Support said so, but he sent me to Technical Support anyways. Again, the TS tells me he can't handle a suspended account and that I need to talk to FS... Now back to FS, she finds the two accounts, she said both account are tied to my home address and my name, but one was referencing my cell phone number and the other was referencing my wife's... WTF!?

At least I know how to find the other account... so, she sends me back to another Customer Support Rep. This time I actually got one who with patience and was willing to solve the issue. She took it upon herself to be the middle person, between me and the FS department. After hours and hours trying to find why and how... this was the problem:

When I changed plan... for some apparent reason! a new account was created while the old one was still activated. And since I use Autopay, the charge was going to the old account instead of the new account. OK... WHY DO I HAVE 2 ACCOUNTS!?

I asked the lady, how do we fix this? First, she can't access the New Account because it is suspended. So she had to go back and forth with FS to figure a way to clear the suspension. After waiting for a long time, she was able to figure a solution to un-suspend my New Account. She saw that I was paying for a service that I canceled, so she decided to refund me that amount and use that to get the New Account up-to-date. Then she was going to cancel the Old Account and have me continue to pay for the New Account, which sounds like a good idea. But, she needed a supervisor to be able to access all my information. My services is back up and she told me it will take her awhile to fix everything, that she will call me once it is fix (within weeks)... so I waited.

About a week later she calls and left a message. She was able to get everything done and all I had to do was Cancel the Old Account, any rep can do that for me. So I called Verizon, explained everything... told him to FIRST take my Verizon Wireless out of the One Bill (cause I don't wanna screw that up) and second to cancel my old account. NOTE: through all of this I always ask, do I own anything... is there anything I have to pay... is there a late? etc.

The Old Account is confirmed to be closed and my Verizon Wireless is now not apart of the Verizon Fios (Thank God). A couple of weeks went by and it was time for me to pay for my bill. I went on the site to log in... my username was still attached to the Old Account. So I called Tech Support... after hours of trying to figure how to create a new username, she decided we should wait just incase some type of process was still processing. I asked if I owe any money... she said only 84.99+Taxes... which is my double play package and I should get a statement for that or I can call CS to pay by phone. Good everything is back to normal... RIGHT.

I waited a week since my bill is not due just yet, signed on to the site... everything seems normal. No phone line, but yet everytime I click Pay Bill it still lists my old number (oh, I took myself off of Autopay as soon as the Customer Support Rep called). I paid 86.31 for my bill...

About 4 weeks ago (July 10th 2010) I receive two statements. One telling me an account was close... I checked the account number... guess what they closed the New Account... WTF! The other statement tells me I owe $474.77... ARE YOU KIDDING ME!

I called Verizon again... went to all the waiting and the questioning once more... and just before I wrote this complaint, I was talking to a Representative telling me that all the bills that was piling up on the New Account was transferred to the Old One! WHAT?! I was told it was cleared! and how did I owe 474.77 within 2 MONTHS of conversation!? especially when my Verizon Wireless was not attached! So after steaming up (and it takes alot for me to steam up)...

VERIZON FIOS/ CANCELLED

They are sending my last bill, once I take a look at it and if I still need to pay 474.77! They can kiss it.

I hope this complaint helps others. I love the service (TV channel was good, Internet is what I paid for)... but their experience in customer service and their way of business is not there... Oh I forgot to mention a supervisor was suppose to call me and never did... Through all this... no one... suggested me talking to a supervisor or someone who would have more knowledge and power to do something.

I am going back to Bright House and enjoy their years of experience.

C.C.

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Louise Abney
Bayside, US
May 19, 2011 6:38 pm EDT

I just got off the phone with a rude customer service supervisor "EM2" I have been with FIOS for 2 and half years and as a loyal customer, I have been overbilled, and treated poorly.

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1prnva
Midlothian, US
Feb 04, 2012 3:35 am EST

Ok so I so I am getting royally taken advantage of by Comcast with my 3 play package so Honey says lets try Verizon they have a great bundle package going on right now 5 premium channels, unlimited telephone long and short distance and super duper fast internet - So I call Verizon and talk to Joanne and she says your husband is correct I will give everything plus I can switch out these premium channels for the ones you want plus you can still keep your phone number. So stay home on Tuesday Tech comes and installs and leaves. Honey comes home and says WTF this is wrong. I look at him and say "What- its all there - TIVO, box for the master and box for the guest room what else do you want." He says "how about the card for the Tivo" - I say "its there" - he says "Ya the one from Comcast not Verizon, this ### won't work" - "Comcast and Verizon don't like each other." - I say "the tech said all we needed was a splitter and an extra box." - Honey says, "call Verizon and tell them to send the card for the Tivo." - So I call Verizon and speak to Rachel, at the repair center - explain what happened - She says no problem "I will send a tech with the M card and to pick up the box, but it will cost you $79.99." - I tell her "no way - I am not paying $79.99!" She says, "well if you don't pay you don't get the M-card!" - I tell her she's nuts, she wouldn't pay either if she was me. - she says she would! - I say she's a fool, if she would. - and let the Chicago Logan Sq out of me - She too let out her gangsta and lets just say I told her she knew places she could put the service at. So Rachel did exactly that she disconnected the service. Rachel momentarily the battle, but the fight continues as I was temporarily in a pondering what I was to do since Comcast was going to cut me off in 2 days. I gather my composure and call Verizon back and speak to a Ms. Walters in a nicer nice way. I explain to her how poorly Ms Rachel was to me and how I felt victimized and taken advantage by her POOR customer service and handling of my call. Ms Walters feels for my dilemma and gets my service back on - War won with Rachel - she can my ### I got my service, however Ms Walters said to wait 24 hours for their system to cycle before everything was good again. So I wait 48 hours but my internet had to back sooner than that so I talk to Ken who gets my internet working and apologizes to me because I had to explain about Rachel in order for him to find my account and get me up and running on the internet. So yesterday I call and talk to Jesus because my premium channels are showing or playing - Of course I had to tell him about Rachel in order so he could locate my account - Jesus find me in the system and tells me okay problem fixed wait until 6 PM and things should all work out. Sorry Jesus it didn't work. So I am on the phone with Jennifer at Verizon because my son calls me from home and I noticed my original number isn't showing up on the caller ID another number is showing - Ms Walters neglected to tell me that I have a new phone number. surprise surprise. Jennifer tells oh how sorry she was about all I have been through because of Rachel and Joanne not getting my account straight from the beginning but there was nothing she could do because she was locked out of my account so she would have to send me to tech service. Now I am on the phone with Ken and Ken tells me he can't find me in the system. I tell him I'm there but I would have to tell me about my story with Rachel - Ken laughs because it is funny to him but what Ms Walters did was set up 2 new accounts - One for phone and One for internet and TV - so guess what my bundle package I thought was on is now two and I am no longer paying the $129.99 a month more like $189.99 a month between the 2 accounts. So I tell Ken what you going to do to fix this for me - Ken says, well I got to talk to my boss please hold on. Now mind you I have been on the phone with Verizon for more that 1.5 hours this evening and guess what happened - Ken disconnects. So I call back and it turns out I get an automated message telling me their offices were closed to try again in the morning. So I wonder where we go from here tomorrow - Stay tuned to the Salazar vs Verizon Match Round 5 tomorrow.

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Valorie Stinton
Howell, US
Mar 26, 2013 11:53 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I was visiting a relative in Holiday Florida, the home was a customer of Verizon. I was extremely dismayed that the wrestling program on CBS channel 10 went 15 minutes into the time frame for NCIS:Los Angeles, since we recorded the program while out for dinner, we were unable to see the program conclusion. My host told me that this happens quite frequently. Why offer DVR services if the program cannot be recorded in its entirety? Seems to me like this is a "non-Service" which customers are paying for. I believe this constitutes fraud.

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Sunshine28
Richmond, US
Apr 06, 2012 11:45 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Fortunately they been doing me the same way for the past 6months I told them when they release my deposite I will pay my bill.

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florida22
Tallahassee, US
Oct 06, 2011 6:05 pm EDT

I completely sympathize and agree. I waited 4 hours (holding time) for technical assistance at one point.
They also messed up on my last bill. I've been redirected to 5 people and have yet to resolve it. They brush me off to other representatives who state they can't help and redirect me to the same department.
One states I can't talk to a supervisor. Fu** A$$ holes. It's impossible to resolve anything.
This is the last time I will ever sign up with Verizon for any damn service. They charge a ### load for service, but can't run a business.
Word of advice: Start spending money training your idiotic representatives.

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C.Chan
Largo, US
Sep 16, 2010 9:57 am EDT

Updates on my complaint. I just got another statement from them... It seems one of my account is still open and being charged... god I hate these people. Is there a way to stop these guys? Really? I can kiss my credit report good bye cause I refuse to pay them anything.

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snoopydmp
Mendham, US
Mar 03, 2009 7:07 pm EST

THANK YOU! Sorry to hear about y0ur problems, but I'm so glad someone besides me is on the merry-go-round of customer service. My problem is too long to describe here, but suffice to say I got to almost the top of the company in my area and they STILL wouldn't help me.

Didn't even give me credit or extend my promotion for missing a whole day of work for no reason. Never again

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6:20 pm EDT
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Verizon unathorized billing for services not agreed to

We agreed to have Verizon as our contractor for a bundled option of 59.99 per month which was to include free set up of Directv dish, directv channels bundled with internet. We agreed to a contract rate of 59.99 per month for 2 year term. We then received our first bill and DirectTv and verizon both billed us. We contacted DirectV on 4/12/11 and Sandy advised that Verizon rejected our bundled program. I advised her that if that's the case this was not agreed to and we are going to have to terminate services. There is no way we are paying 84.31 per month for Directv plus 49.99 per month for internet and we did not agree to this. We then contacted Verizon twice on 4/13/11 only to receive the run around and now they stated that we are being billed directly for the 1st month then the agreement goes into affect. I advised my husband to call back but at this point this is not something we agreed to nor can we afford. Now they are threatening us with early contact termination and paying the fraudulen bill. Please contact us [protected]

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taken mad
COHOES, US
May 31, 2011 6:27 pm EDT

i was quoted 79.99 a month bundle this is the fourth month and it is up to 200.00 per month .. last month was 149.60. They lie i think i will take all my paper work to attoney general and have the BBB look into verizon and their lies '

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6:21 am EDT
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Verizon re: paid for a new phone, received a used one

Verizon 4G Retail Store sold me a used phone when I paid for a brand new phone. They never said it was used. I have been a Verizon Customer for almost 10 years. Dec. 3, 2010, I went to get a new phone and bought a Droid, switching from my BB. The store said that I have 30 days to come back and switch out my phone to another phone if I didn't like it or I could get refund minus restocking fee. On Dec. 12, 2010, my husband brought it back due to major issues with the phone. They gave him what we thought was a new phone since I paid for a new phone. Tonight, we went to another Verizon Store since it has been less than one year and the phone should still be under warranty and we were having major freezing issues with the phone. The Verizon store told us that the original Verizon 4G Retail Store in "H" street that I purchased the phone from sold me a used phone so it was no longer under warranty. Talk about unethical practices. We will be pursuing this matter.

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J Lo
Corona, US
May 13, 2011 8:41 pm EDT

In November 2010 I went in to a Verizon 4G Retail store in Corona (near Lincoln St) to get a phone for my husband since his got lost. When I went I was qualified for an upgrade which I did not want to do and I told that to the store manager that helped me. He said there was no problem I did not need to do an upgrade to get another phone. I walked out with a phone not knowing that they had added a 3rd line. I noticed that my bill was coming higher so I called verizon directly and ask why my bill was so high and they said I had a third line so I was paying $10 extra for 5 months and with out using that third line. now I am fighting for them to refund the $50.00 I paid extra and to cancel that third line because I am not going to pay the $150 cancellation fee.

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4:50 am EDT
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Verizon verizon

charged for unwanted service
$165 if I want to discontinue service of mifi i got in a jam and needed mifi for a short period to help myself out. It was implyed that it was free and not a big deal...
i will not be using it at all and it is a very big deal to have this money stolen from me.

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Verizon billing and customer service

Here's the text of an email I sent to Verizon's complaint division:

To Whom It May Concern,

I'm writing to advise you of the horrible experiences I'm having with your billing and customer service personnel and practices. There are a lot of details I have to share with you. In the interest of being as brief as possible, I've done bullets below to provide an overview of the situation, with these three objectives/requests in mind:

* First, that your billing department acknowledge and expediently resolve a long-standing discrepancy of approximately $520 on my FiOS bill.
* Second, that you allow me to make payment arrangements on the amount that is not disputed
* Third, that Verizon take serious, demonstrative steps to correct the serious problems in its billing system and the level of professionalism, diligence and skill set in your customer service department.

The following summary of my current experiences with Verizon's billing and customer service provides context for these requests:

* According to your records, my bill as of today is $1, 152.47, of which you are demanding $823.69 to avoid our service being disconnected by April 8.
* Of that $823.69, the approximately $520 amount has been in dispute since around January of this year, when I informed your billing department that my payment records and your billing statements didn't seem to mesh. The rep agreed to start an investigation into the amount and acknowledged that a response would likely take about a few weeks to a month. In the meantime, he said, I would not be responsible for the charges, only what I owed for the current and following months.
* From October of 2009 through December 2010, I've made payments on our FiOS bill totaling $3, 415.94. Since January of 2011, I've made payments totaling $548.35. Before I made both payments - one in January and the other in March, I confirmed with the billing rep that the disputed amount was still under investigation and reaffirmed that I didn't have to pay that amount unless I received notice that the investigation found that the charges were legitimate. I confirmed this once again when I called in March to determine how I can lower my bill in the immediate future. The representative I spoke with at that time was very helpful in changing my service to ensure that my bill would be lower by the time the April bill would be issued.
* Despite the above-mentioned assurances about the investigation, and the fact that I had not received yet received notification that the investigation has concluded, I received a disconnection notice from Verizon dated March 28 for the $823.69.

* I contacted Verizon billing this morning to explain that the cut-off amount could not be correct, given the disputed amount being under investigation. The representative said she did not see anything on my account indicating an investigation/disputed amount. After my insistence, she and I went through my payment history (which, she said, she could only see as far back as October 2009.) She listed all the payments I made and I verified those with my bank statements, which happen to only go back that far, as well.)
* I explained that, in December 2009, I made an arrangement to pay my bill in full with two payments totaling $683.62. This, from what I was told by the representative at that time, would bring my account current. After making the payments, I confirmed my account was, in fact, current after I made a payment on December 30, 2009. I subsequently made payments between February 2010 and November 2010 totaling $2, 297.62 The payments she listed and that I confirmed with my back statements, verify this amount. She then advised me to call Customer Care to resolve the issue, adding that they close at 6:00 p.m. EST.
* I got in touch with Customer Care at approximately 4:45 p.m. today (April 5). The representative I spoke with (Brett Dey, Employee #2405649) was very courteous and helpful. He agreed that there appeared to be a dispute and confirmed that the $520 amount has been under investigation since January with no resolution. I told him about the difficultly I've had in resolving this and he shared that he would forward the matter to a specialist who would move the investigation along and get back to me within 2-4 business days. When I shared my concerns about my service being disconnected for what is, in large part, the disputed amount, he advised me to speak with a representative who could make payment arrangements for the undisputed amount. He also noted my account to indicate that the $520 remained under investigation and transferred me to the next representative to make payment arrangements on the balance.
* This is when my customer service experience went, once again, from one in which I felt like I was being treated with respect and concern (from Brett) to a highly unpleasant experience. I spoke with a rep who later identified herself as "Alison" and gave her employee number as "740836."
* I explained, yet again, what was happening with my account and, while she at first denied that she saw any amount under investigation, she finally informed me that she did, indeed, see that the $520 was in dispute. She advised me that, in light of this, the amount I owe to avoid disconnection would be approximately $303.69.
* When I asked her if I could have until April 15 to pay this amount, she advised me that I would then owe a total of over $600, reflecting "past due" and "new" charges. At this point, after all I'd been through that day and previously in trying to resolve this issue and keep my service, I asked to speak to a supervisor. I also felt that she showed no interest in the additional concern I now had that my bill would be so high, given that I had modified our service for a lower bill (as indicated above.)
* "Alison" put me on hold for approximately 20 minutes. When she returned, she told me that her supervisor was not available but would call me back in about four hours. Now, feeling completely disrespected, I began to rant. I complained about being on hold for so long only to be told that I couldn't be helped by a manager. I pointed out that I was aware that her department closed at 6:00 p.m. and that I wasn't as stupid as what she thought. I also asked for her name and her employee ID, at which point she said that I should stop talking if I wanted this information, and sarcastically began spelling her name and giving me her ID number s-l-o-w-l-y. At my boiling point, I advised her that she won't think I'm so stupid once she finds out about the letter I planned to write to the Better Business Bureau and Verizon corporate. I then slammed the phone down.
* I redialed the number I dialed to reach Brett and was transferred back to "Alison's" department. I then, yet again, explained the situation and tried to make a payment arrangement. This time the representative insisted that there was no notation on my account about a disputed amount. After some insistence that she look more carefully, she then claimed that there WAS a dispute but that it was resolved at the end of December and that I did owe the full $823.69 to avoid disconnection on April 8. At this point, I felt completely helpless, frustrated, confused and cheated. My recaps of the previous conversations I'd had that day and my pleas for her to re-check the notes on my account fell on deaf ears as she talked over me and refused to make an arrangement that didn't include this disputed amount. I shared with her my thought that "Alison" may have altered my records to delete the note about the investigation as payback for my outburst. I, once again, asked to speak to a manager. Once again, I was put on hold--this time for more than 20 minutes, way past 6:00 p.m., when that department was closed. No one ever came to the phone. Of course, when I tried to call back, no representatives were available.

This is, by far, the absolute worse customer service and billing experience I've ever had. It absolutely amazes me how Verizon can have such great product offerings and fail so miserably at customer service. Just to see how prevalent Verizon's customer service problems are, I Googled "Verizon FiOS" with "poor customer service" and got approximately 26, 000 results (when I searched "Verizon" and poor customer service, " the number jumped to well-over 43 million.) Even if you factor out hits that don't directly talk about Verizon's issues -- including your shameless ads within those results -- this is still a shameful testament to the experiences consumers have had with the Verizon brand.

I implore you to get to the bottom of my situation and, in general, to bring your front-line people and billing operations up to par with your products. Please don't make the mistake of thinking because you lead the industry as a result of your product offerings, you can treat your customers like crap. Your competitors are ready and waiting and their products are catching up every day -- not to mention their reps are courteous and competent...and have basic math skills.

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Verizon air time charges

I purchased the Mifi 2200 and a home phone connect device from verizon. The plan was to cancel AT&T home land line service at $74 a month and dial up internet $19 month. So for $50 a month I would have high speed Internet up to 5 gigs with the MIFI 2200 and $20 a month unlimited home phone with the verizon phone connect. The problems started when the MIFI 2200 would not auto download to either my laptop or pc. I ended up connecting it with a WIFI adapter. Another $70. But in the process of trying to get online with the verizon site to to fix the MIFI problems, I used my old netzero dialup connection to download from verizon site to try to fix the MIFI. BEWARE-the MIFI2200 will act as a modem. I thought I was hooking up to netzero dialup with my home phone connect with $20 a month unlimited, instead the MIFI connected thru a usb to my pc acted as a modem and I then incurred airtime charges thru the MIFI2200! In the 4 days of trying to download thru a slow dialup connection to fix the problems of MIFI ON THE VERIZON SITE, I incurred $214 in off peak and peak airtime charges, with no warning of what was happening. I did check on my usage on the verizon site during this 4 days, but since it was a new account, the Verizon site could not "analyze" my usage. It would show how much of the 5 gigs/per month I had used, but not airtime charges. I did not even know I wasa burning airtime!So much for saving $. After a long call to verizon techs, they said there was nothing they could do, I owed the $. I had talked to verizon local stores and techs online and by phone-they were no help at all thru this whole ordeal. I found out about the wifi adaptor thru complaint columns online.

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Verizon calling family members

I owe for a final bill with verizon on line. $45. Collections started calling. Now they are calling my wife's family looking for me. Leaving messages, they are trying to collect a dept. Its none of any family member business, therefore, is this legal for them to do so? I returned the call at the number they left me. I told them, I do not have the money right now. With that, the girl said she is noting the account of a "refuse payment". That is not what I said. Can you please help me. I am a senior citizen on ss. My wife does not work. I want the calls to stop at family members. My email address is: [protected]@yahoo.com. My name is mike. Thank you for your time. I hope to hear back to let me know my options..

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Verizon harassment - ignores &do not call& requests

Verizon calls regularly to push me to "upgrade" to Fios, which I repeatedly have told them I don't want. I have asked them to put me on a "do not call" list, but they ignore it. I get calls regularly, and every time ask them again to put me on the do not call list. In addition, I called Verizon Fios about this, and even spoke with a supervisor to ask them to not contact me about Fios again, whether by calling or by mail - I get about 3+ letters per week about Fios. I am not kidding!

Even though she said she'd take me off the mailing list, I continue to get mail quite often, as well as the calls.

Verizon - I get it that you want everyone to pay you more $$$ and switch to Fios. I'm not biting, so please leave me alone! I think I'll have to switch my current Verizon phone/internet, and then possibly they'll be legally required to stop calling me and sending me junk mail!

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Luana Feigelstock
Manhattan Beach, US
Jun 14, 2011 3:44 am EDT

It's nice to know I'm not alone in the on-going harrassment war from Verizon/Fios. I don't get calls anymore because I blocked them, but the letters are constant. I date them and file them for the day when the big lawsuit comes about. I can't believe that a company who has your business already, pushes you constantly to "spend more money" so they can make more money. Don't they realize the more they push, the less likely I am to give in? I signed up for Internet and they carry my land line phone. That's it! If I want more service, I will contact them.

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Verizon triple play package deal scam

I was mislead by online verizon sales representative into a $75.99 p/month for 12 months with no term contract, sound very good deal, I signed up, here my nightmare began. When I received my first bill, it was not what as promised and with 2 years contract. Tried numerous times to contact verizon's billing department to solve my problem, no one can help, wasting my time on hold, my call got transferred till dropped. I am so tired with this situation, decided to cancelled all services(phone, internet, tv) but they just cancelled my phone service and continue to billed me for internet and tv. I am helpless and hopeless, I ended liable for a big bill from verizon and want me to pay early termination fees. Verizon doesn't bother to solve my case and get debt collector go after me. Please think twice before you want to deal with VERIZON.

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Verizon triple play promotion

When i signed up for the Verizon Triple Play package I was ASSURED that it would cost me $114.- $117. per month. I have yet to receive a bill for that amount - it is always $10- 20 higher. Each time i call they assure me AGAIN that my bill amt will be as quoted. The last time i called - really enraged- they changed the story to "it will work out" a couple months after the year's commitment to be the amt. originally quoted. Guess what? Do i even need to write it? This is nothing but a bait and switch SCAM. That they have their customer reps out and out LIE to people is truly amazing. I am filing complaints with every entity i can think of. Verizon is the WORST .

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Steven P.
River Vale, US
May 19, 2011 6:21 pm EDT

Ordered triple-play + 3 additional telephone lines for my residence on 5/18/11. Spoke with a gentleman, who said the bill would be about $130 a month, with all taxes. Today's Email indicated the bill would be $154.35. I called Verizon today, and learned that premium services that I had NOT ordered were added to the bill-Games, Starz and virus protection. Today's rep, said the charges should be $107.93 with all discounts, excluding taxes. Verizon representatives appear to have no authority to send written confirmation of proposed charges, but today's rep assured me the new, corrected charges would be "automatically" sent to me by email. I feel that Verizon should be required by law to send written confirmation of charges prior to the service being installed. It appears the pressure on reps to "add something" is extreme enough so that written confirmation to subscribers of charges prior to installation should be required, in my opinion, by law.

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K222
Jupiter, US
Apr 09, 2011 3:56 pm EDT

After your initial attempt to sort your issue out with Verizon – SAVE YOUR BREATH! These people are not interested in working with their customers. You must file a complaint with the FCC - http://esupport.fcc.gov/complaints.htm
or [protected] When I went to the FCC’s website who do you think is on their main page – Verizon. FCC just won multi-million dollar settlement from them for (among other things) overcharging customers!

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Verizon triple play scam

When i signed up for the Verizon Triple Play promotion i was ASSURED that it would only cost me $114.- $117. per month. I have yet to receive a bill for that amount My bill are consistently $10 -$20 higher.All i get are excuses and convoluted stories about how it will, eventually, "work out" to that amount. It is nothing but a bait and switch scam.They can talk around the average consumer by making their billing system so complex you can't challenge them. Ultimately tho it will come back to bite them. I am a good customer but i plan to FLEE this company & never again be taken in by these so-called promotions.

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senojdr2
Needham, US
Aug 12, 2011 10:59 am EDT

Every month a phony add ons appear on my bill...Endless time on phone with them!Verivon counts on users to NOT review bill.THIS is a HUGE mistake, counting on people to pay blindlt...WATCH OUT !

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Verizon rude customer service

I was treated in an unbelievably rude and condescending way. It is not the main Verizon store, but a knockoff. Since it is convenient to my workplace, I went there to purchase a new battery for my cell phone.

The employee I spoke with said immediately that since my phone was no longer being manufactured, they did not have a battery for it. At that point, it was ten months before I was eligible for an upgrade. I asked her what I was supposed to do. She suggested I look on eBay for a battery. I told her I needed one today, as the one I had wouldn't hold a charge. She then said it could be a defective port instead. I had never heard of a port being defective. She said it couldn't be fixed and I would have to purchased a pre-owned certified phone until my upgrade date, or pay full price for a new one. I asked to see the manager, who told me the same thing. They were so rude, acted like I was bothering them. I told them I would never shop in their store again and they started laughing.

I then went to the main Verizon store on Fitness Way, where a very nice employee told me that the N. Roan Street store was full of s***. He said customers complained all the time about their rudeness. He had a new battery for me in less than a minute.

So, do NOT give your business to the N. Roan Street store, where a blonde skinny girl and an ugly dark haired manager will laugh in your face.

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Dinis
, US
Dec 04, 2009 10:34 am EST

Verizon has to be one of the worst cell phone companies around. There cell phones are trash. The buttons on the phone do not work, there blue tooth products break and they want you to buy a new one rather than stand behind there products. My husband blue tooth broke and he only had it two months. DROPPED CALLS the reason the ad say can you hear my now is because that is what you spend half your time saying when you are on the phone because if the reception is not bad you will drop the call. Billing problems they will double bill you and bill you a month ahead like they are a cable TV company. If you want to make any changes to you phone service they will extend your contact 2 more years. that is there way of keeping you. I was with Alltel for 7 years and we went with Verizon when they first came to our area what a bad mistake. They continue to change youR contact date like you can't keep up with your date. There customer service is rude. I can't wait until I can get rid of verizon so I can go back to ALLTEL.

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JISCal2
Vernon, US
Jun 08, 2012 10:19 am EDT

the m3c wanna-be still sulking

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JISCal2
Vernon, US
Jun 06, 2012 2:51 pm EDT

Another rude comment from "whythelongfaces". Crybabies@com at it's finest.

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AKC1971
Atlanta, US
Jun 02, 2012 9:55 pm EDT
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The store that you went into with the rude employees isnt a Verizon Store. They can sell our phones but that is all. When you see "authorized dealer!" Under the eord Verizon, just know they are NOT a verizon store.

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Verizon downgraded memory on droid x phone

Verizon Wireless recently reduced the amount of memory in the Motorola Droid X phone from 16GB down to 2 GB without changing their advertising or telling customers of the change when it is purchased. This is the first time I've heard of a technology product intentionally being made worse, rather than better, during its lifecycle. Their in-store service brochures and their annoying Droid Does web site, which I used to research the phone, both state the phone comes with a 16GB SC memory card. Since most apps you install are stored on the card, and the phone can take HD videos, which take up lots of space, a 16GB card is the minimum needed to make the phone useful during its lifespan.
I returned to the Verizon store asking for a 16gb card, complaining of false advertising, and that I should have been told about the change by the sales person. I was told that the small index card next to the phone said it had 2GB now. The store manager also said the price had been reduced because of the change. I explained to her that Verizon is coming out with a newer model in the next few weeks, and that it usually lowers older phone prices before that without crippling them. She said the best she could to was give me half off the 16GB Sandisk SD card.
This is just another in a long line of insults by Verizon wireless to its own loyal customers. In this case they are advertising a reduction in price on the phone, without telling customers that they are getting a phone that is worth less and less functional. All to squeeze a few more bucks out of us.

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Verizon billing

Verizon service is not good enough. Verizon charged me wrong on my bill when I upgraded my phone, upto over $280.00 which I should only paid around $90. I had called them so many times ( 9 times) from February till the March 12nd. Every time I called, it lasted approximately 1 hour because I had to wait for them to review my account, did adjustment, etc. However, I still had to make so many phone calls (9 times). The 10th time I call I was talking for over 2 hours, and people kept transfering me to other rep. ( I talked to 9 people withing that 2 hours.) I had to explain the issue so many times. Even I paid the right amount that Verizon asked me to pay every time, they still considered that I made a late payment . (I always pay 1 week before the due day)
As a loyal customer, this time I am extremely unhappy with their service. It costs me lots time to solve one simple issue. Verizon should pay me back for all the time I spent for this issue.

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laertius
Marietta, US
Apr 05, 2014 2:30 pm EDT
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I recently ported my telephone number from Verizon to another provider within the billing cycle, yet was charged for service by Verizon for the full cycle ... in this case, 19 days of service that they did not provide (my new provider did). In response to an FCC complaint on the matter, Verizon Wireless responded that their terms and conditions allow them to do this. The amount of money was not much, but when multiplied by the number of customers who leave their service every year, it no doubt provides VZW with tens, if not hundreds, of millions of dollars in revenue for services that they did not even provide. Caveat emptor when dealing with a company that would engage in such a shady and despicable practice. And if you are porting your number away from them, you might as well wait until the end of your billing cycle, so they are not getting away with gouging you for service provided by your new company.

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Verizon Suckes
, US
Feb 17, 2010 12:39 pm EST

Verizon Wireless File A Complaint with the FCC, Federal Communications Commission or BBB, Better Business Bureau direct online filing against Verizon Wireless at http://www.verizonwirelessliestocustomers.info/?page_id=255 EZ easy quick file for Verizon Wireless.

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tuliptwinkle
Gainesville, US
Apr 20, 2010 9:52 pm EDT
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I have a blackberry phone with unlimited talk/text and data usage. I am being charged $119.99 per month. Verizon lowered their price on this package to $89.99 per month. I pay through my phone and was not aware of this until I opened my paper statement. This has been going on for several months or longer. I contacted customer service and was told that Verizon does not automatically lower the customers fees when they lower charges. The customer must place an order for this. They credited my account $60 for two months, I would like for them to go back and credit my account $30 for each month this has been going on. Verizon has ripped me off. I was looking into upgrading my phone because I have the new every two program. My credit is presently $100. I am now told my credit will change to $30-$50 after this renewal because I am completing it after February 15, 2009. How am I supposed to upgrade before my 2 years is up? I would be penalized for this. I have been with Verizon for a long time and this is how I am treated!

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Emirii
Corpus Christi, US
May 21, 2010 7:20 pm EDT

Let me first say I am very disappointed with my "Verizon Wireless" account. Registering with you guys a year ago at a Circut City, the man that helped me set up my account and mostly everything up until January of 2010 have been wonderful. But a few months ago, I got fed up with my Motorola Q, which was junk. Dealing with a crappy phone for almost 1 year later I called to see if I could get 1 year pricing on a Droid for both my phones, because frankly these phones were piece of junk. And this is where it all began.

I asked if I could get 1 year pricing on a new phone because i was only a week away from 1 year upgrade, the lady over the phone informed me that both the phones were still under warranty, and I could go to my local store and get an exchange just in case both our phones just "happen" to have the exact same problems (freezing, unreliable calls, "pixel screen"). Well, I took the phones to my local super Verizon store and they said there was nothing they could do with the phone because they were so old. Well, I was obviously frustrated, I called the Verizon support line back and got another employee, and they told me the same thing. Luckily the man who helped me on this was able to speak to the store manager and see what they could do, he comes back and tells me - oops! One hitch. They now can’t give me a new phone because the motorola Q is no longer being produced! So I ask if they can give me a different phone, and they said that they would be able to give me an HTC equivalent, which was fine with me as long it wasn’t a Q. So I go back to the store and what do I get? "Sorry, we can't do that". I called the Verizon support back AGAIN and the man finally talks to the manager and was able to give me 1 year pricing on a new phone (My EnV Touch).

However, another hitch. My 2nd line, which I got THE SAME DAY as my first one, is not “upgradable” yet. That doesn’t make much sense does it Verizon? They would not give me 1 year pricing even though I was willing to spend another 200$ on the phone I had just shelled out for. Fed up, I sent in for a warranty replacement on my 2nd phone because that was “all they could do for me” sense they didn’t have a Motorola Q there, even though I was promised a HTC replacement over the phone from THE STORE. I waited 2 days and I received my new Motorola Q in the mail and sent the other one back. No problems there, but the phone still did the same old thing as my last (Freezed, pixilated, shut down randomly) Just as I had predicted. I went back to the store, and finally reasoned with them to give me another EnV Touch. I shelled out 200$ for that and was on my way.

Two days later I received my new EnV Touch and a replacement mailer package to mail my old Motorola Q back.

On the package there was instructions and a shipping label with a tracking number on it. I wrote down that number “[protected]” and sent it to a shipping reciprocal on January 27th, 2010. On February’s billing cycle, My bill was unusually high. I noticed there was an “equipment charge” for 79.99$ on there. I am wondering how they calculated it so fast, seeing as I sent it at the end of the month on January. I called the Verizon Support at *611 and got ahold of someone that informed me that they had not received my package in the warehouse. I understood the matter and the service informed me they would send out a request to look up the package to the warehouse by mail, as they had no form of phone contact to the warehouse and that it would take a week or so to get back at me. Satisfied with the service, I was to call back in a week.

After the phone call during my daily commute I noticed that the facility that I had deposited the box was physically missing. Concerned I contacted Fedex directly about it. They had no Idea where the box went and they had no intentions of doing a recovery on the packages. This was very concerning considering not just MY valuables were in it, but other people’s too, which they are now lost possibly forever. A week passed and with my new information, called again. The lady I spoke with said that the mail got lost “rarely” and I should try back later. But I was not going to let her go so soon. I requested to speak with a supervisor, but she hesitated and kept “talking me out of it” until I explained that the box was physically not there, and that the tracking number was never registered. After I did get ahold of a so called “supervisor” she informed me that there was nothing they could do about the fee, and that it was the warehouses job to return the fee, and that they could not contact the warehouse directly and I would just have to wait for a response. She sent another form out to the warehouse for a search of the package. I knew good and well that the package would not be there, I just wanted the credit.

I waited approximately another two weeks and called back. This time I spoke with a man and he informed me that the warehouse still has not responded. Knowing already, I requested to have the 79.99$ credited my account. Fedex not being responsible with their mail is in no way my fault. I have done my research with Fedex and Verizon, how they have a “compact” that if Fedex loses any of Verizon’s property, they have to pay for it. Now the box being physically disappeared is enough proof of Fedex’s responsibility for my package. This person tried to tell me that it was my fault the package was lost “if I even sent it in in the first place”. I was very frustrate at this commented proceeded to tell him what I knew, he choked up over it and said that “he knew that” and “that’s what I was trying to tell you”. After that, I spoke with another supervisor who actually understood that the box was gone, and that it was Fedex’s obligation to pay. She sent out a third letter to warehouse and said that she would contact me in a week whether or not there was any news on my account. I took her word trusting she wasn’t just saying this to get off of the 45 minute phone call and hung up.

A week rolled around… two weeks rolled around… 5 weeks rolled around. Where was the supervisor’s phone call? None. My late fee was waived so I knew they were “working on it” but that 79.99$ was still on my bill, for a 10$ phone. I called once again and a man answered. He told me that in fact, no forms have ever been sent out from my account. My blood pressure rose to an all time high with this news. Either he was new and didn’t know how to check, or none of the past employees have actually helped me. After explaining my situation, again, he sent out a letter (again) to the warehouse, and supposedly “fedex headquarters”. I am seeing a trend. It just keeps getting better. I keep getting lied too, and all too just get me off the phone faster.

Verizon, how long are you going to give me the run around for? 180 days so that I cannot dispute the charge anymore and you get your 79.99$ you stole from a hard working college student who was never late on her payments, who spent extra money on overpriced phones and 10$ a month extra on that phone? I say, I will never, EVER get your service again. I’d rather go without. And I will tell all of my family, friends, co-workers, and my whole website user base over multiple forums, that Verizon rips people off, lies over support, does not keep promises, and sells defective merchandise.

Summary:
I started my service in February 2009

After a few months, I noticed my two identical phones were not working properly anymore

I dealt with it til early January 2010 and decided to contact support and ask what my options were

I was offered things over the phone that were promised to me over the phone, but the store person would not honor
My first phone I was able to completely replace with 1 year pricing, they told me my second phone was SOL because its upgrade date was far away, even though I got the phones at the exact same time.

They told me that they would have to give me a new phone on my second phone if I returned the defective one more than twice.

I proceeded to return each phone i received til they gave me a new phone, which I eventually bought the same phone I bought for my 1st line.

I sent in the return package of my last phone after receiving my new phone.

Verizon never got the package and billed me for 79.99$, after discovering this I called them immediately
1st call informed me to wait a few more weeks and call back, and I did
2nd call said that fedex never got the tracking number, I called fexed personally but they were no help. Supposedly sent out a "form" for request of search for the package in the warehouse|
I went to investigate the facility that I dropped off my package, and the reciprocal was completely gone
Probably a call here and there in between, but the same runaround conversation took place.

3rd call I stated that the whole drop box was gone, and the number was never registered. She sent another "form" for finding the package to the package and told me to wait a few weeks. Spoke to supervisor and gave me same information even after explaining that I wanted my money credited today, she would not.

4th call I decided to wait extra long for them to "find" my missing package. I waited a whole month and a few days. The man stated that there was never any "forms" sent out and that he would be the first to do it. He even sent one to Fedex "again" and I explained that this would do no good, as this was the 5th call I had made about this issue, and that I had been lied to because each of them told me something different as to why they can't refund me the money.

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Sesamestick04
Waterford, US
Dec 21, 2010 10:23 pm EST
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I called to cancel my service in July 2010, because I lost my job & couldn't afford to pay wireless service.
The representative fast talked me into putting my account on hold explaining I had earned money so if I chose to continue my services at a later date I could use that money towards a new phone or etc... Months went by
& I didn't know it but Verizon activated my wireless service. Next thing I know I receive a bill for $101.34.
I called Verizon spoke with a rep., who told me yes we put your account on hold but you were suppose to call
us in 3months if you no longer wanted the service. I explained I had no idea, I have no recollection of being told the account would automatically re-activate & I never used my computer. I told her to check my account she would clearly see I never used the service because I didn't know! I understand they hear heartfelt stories all the time but between loosing my job March 2009, I was also taking my mom for her radiation / chemo treatments from [protected]. She passed Nov 2010. I asked if there is ever any acception to delete these charges seeing I never used any minutes, etc.. I was Xferd & told by another rep that they would take off fifty some dollars, not sure of exact amount but I received another bill which didn't reflect that. I feel that I in good faith did not understand they would active my account and the charges should be dropped.

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Scott Gilmour
Amherst, US
Feb 08, 2011 10:12 pm EST

I've had it with Verizon. For months now I've tried to resolve a billing/credit issue to no avail. The verizon folks I speak with effectively "lie", telling me that they will get something resolved and the resolution doesn't happen. Today was the final straw. After several attempts and a ridiculous amount of time trying to resolve an approximate $200 overcharge becuase "they" incorrectly set up my plan, I'm calling it quits. I'll take my $350 per month elsewhere. I can't remember when Verizon actually provided me with a correct billing.

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Quintila Duran
Renton, US
Apr 05, 2011 3:58 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I am writing you this complaint because i was with Verizon service for more than 2 years and had lots of problems with them so i decided to stop my service with Verizon. i disconnected my service before my last billing cycle was up my billing started at February 25 and ends march 26, 2011 i stop my service march 11, 2011 and i was not told that i would still have to pay the full month i think that is a ripoff i am not saying i do not want to pay my bill i do but i only agree to pay until march 11, 2011 any other company only charges you until you last-day that you use the phone only i will not give money away for free. paying for days one does not use a phone it is a ripoff i talk to a supervisor perverse and the supervisor told me that if i would of told him the day i disconnected my service he would have fixed the problem how am i supposed to know that i does not mater i talk to someone i told them i wanted to disconnect my service i just want to be charge the correct price for the days i used my phone service and i will pay my bill please email me at clari899@hoitmail.com and i will tell you my account number thank you so much.

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myfraudulentcompany.com
syracuse, US
Aug 26, 2011 9:45 pm EDT

Verizon charging for unauthorized SMS Text messages and ignored/unanswered calls +1 .45 all calls happen to be during peak hours and are from odd unknown numbers that shouldn't even have my cell number. Also harassing calls for payment when only days late daily recorded messages during peak hours. Awful Financial Department reps are not customer friendly. Been with verizon a long time but they could care less and I'm sick of being treated like crap and paying all the extra charges for my grief!

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Dimitri Jordan
Athens, US
Oct 20, 2011 4:16 pm EDT

Verizon cut my service off as I did make a payment in the amount of $110.00 dollars and was told that I would be charge a $15.00 reconnect fee. I need somebody help. Verizon wireless treats it customer like dogs. Do we have any rights in the USA againt company like Verizon.I called them and was told nothing pay or no service point blank.And then they hung up on me.

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brucedz
Sebastopol, US
Nov 07, 2011 5:29 pm EST

tried for over six hours to transfer 3 lines to one account for billing and management. Each day, each tech person (8 altogether that I spoke with) assures me it is done-but never is! Incompetence all the way up the chain - no one will take personal responsibility, calls back when promised, disconnected calls, etc. If my contracts were up I would leave Verizon -no company could be worse.

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Verizon independent verizon store

Verizon sucks! I bought two new phones from store in foot hill ranch store just opened up less then 2 weeks phones are really crappy tried to return it they don't except it back because I mailed the rebates. Verizon Company they don't want to replace it because it supposedly an independent Verizon store.

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MartMart
mart, US
Apr 17, 2011 4:26 am EDT

Oh look another wall of text, they seem rather common on these boards.

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dee22
11778, US
Apr 14, 2011 1:02 am EDT

On Febuary 12. I converted over to verizon from tmobile. I was in the smithhaven mall located in Lake Grove NY and a sales rep from verizon signaled myself and husband over as we were at another counter and sold us on 2 phones and a 2yr contract. The reason I converted was because I was told that if I changed phone carriers I would have the disconnected fee that tmobile gives waved and 2 free phones from verizon, that was never the case. At the time my husband lost his device and we were not in an upgrade status with tmobile so the offer that was presented to us sounded good. While signing contracts I was then told that the phones are free after mailing in a rebate and was asked for my tmobile phone, he said that he would credit my verizon bill $50. for it (that was never done. When I left the store I wound up paying $162. I was also told that he would port the numbers over and it would take at the most a week (he never ported the numbers over). Since none of this was done tmobile continued to bill me to the extent of @1002.00 . I called verizon SOO many times and was told that they would note my account but nothing was done to rectify the situation. Finally on March 31 I was allowed to speak to a supervisor in verizon who ported over my numbers(I've asked on previous calls to speak to a supervisor and was denied) I had been in touch with verizon since then because I recieved calls from tmobile that I was in a collection aggency, when I called I was told that I have to contact the store as it is a 3rd party retailer. I called many times to speak to the manager Avid and was told that he would call me back and never did, verizon has emailed him to contact me and still never a phone call. On april 7th I called the store and he was there finally and I spoke to him. He was very smug and told me he is aware of the mistake and would work on it and call me the following day(he never did) I waited till tuesday april 12th and was told he was not in but they would give him a message to call me later in the day(he never did) Soooo today tmobile call me today and I was told that someone tried to open my account with them again to avoid cancelation fees, but I never called them soooo, I called the store again today and was told that they would give him a message. I am at a loss of what to do and appriciate whom ever read this leangthy letter but I would hope that it would get taken care of because the nect action is going to be for me to get my attorney in touch with you to take care of all my time wasted and aggrivation as well as fees that were excessed.. might I add that my first bill was over $300. when I was told that it would not be that high(i paid the bill in full and now I would like to be serviced as a valued costumer.

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MartMart
mart, US
Mar 15, 2011 3:16 am EDT

Don't buy crappy phones and don't by at non Verizon Corporate stores. Just because you for some reason enjoy causing more trouble than its worth doesn't make it Verizons fault.

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Verizon return policy

I have been a customer of Verizon Wireless for 11 years. I purchsed a hands free device in January of 11 because my state mandated hands free while driving. My phone was not blue tooth equipped because it was 5 years old. 3 weeks later my phone started acting up, could not find towers, would leave me with no signal, which was not normal. I took the phone in to a verizon store away from my home to see if they could fix the problem. They said it was the phone it was old and I needed a new one. I waited until I got back home and went to my local store where I got my phone, they reprogrammed it and told me to try it. I still had problems, so I went back to MY store. I brought with me the UNOPENED and UNUSED headset and told them I wanted to get a NEW phone and I would sign a contract, but, I wanted to return the hands free device and have that $30 credited towards a new phone. They said NO. I had a 14 day return policy and it was past my 14 days to return it. I asked for the store manager, but they would NOT come and talk to me. I asked the sales rep to ask the manager if they were going to let a $30 acc. cost them me as a customer. The sales rep left and came back and said they would not return the acc. it was past the 14 days. What kind of customer service is this to someone who has been with them for 11 years. I did not want cash back all I wanted was to put the $30 towards the cost of my new phone. I am now looking for a new wireless provider and would not suggest anyone use Verizon Wireless

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TycoonGalleries
Sea Girt, US
Mar 10, 2011 11:52 am EST

Watch the Domino Effect all I wanted was to return a phone as stated under the Apple Policy-Verizon decided to cheat, lie and use deceptive sales tactics-as a result the loss will be substantial. I also have power mighty “Apple and Verizon” with over 8 million 500 thousand viewers and more than 250 websites let the war begin. Everyday there will be videos put up describing the heinous treatment this consumer received from Verizon-it's all about Principle. When you talk about deception, look no further than the direction of Verizon, I was headed to an Apple Store and directed to Verizon. They sold me the Apple IPhone4 along with a bill of goods-no copy of a contract, failure to tell me that they didn't honor the return policy of Apple, at return tried to hit me with a $350.00 disconnect fee. These scoundrels will not get away with it, I have posted this video with the hope that all those taken advantage of such as I was speak out-let the forum begin.

just google (Apple-IPhone4-Verizon-Return-Policy ) in three weeks Verizon as well as apple will lose millions as the result of one iphone 4

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Verizon false sales promo from verizon rep

3-4-11

You hear about telemarketing scams all the time. How unscrupulous callers violate your privacy, calling you in your home to sell you something you probably don’t need or don’t even know exists, and in the end, probably doesn’t really exist. Misrepresenting facts to “get you to sign on the dotted line.“ Typically this occurs from complete strangers, not usually from companies you’re contracted with.

On 3-2-11, a sales representative from VERIZON WIRELESS LOYALTY DEPARTMENT made an unsolicited call to my cell phone to which they have been a service provider to me for about 5 years, to “check on my current plan and make sure that it still meets my needs, go over other plans available, and inform me of any current promotions.” After explaining to me my plan, how many minutes I’ve used on my last statement, how many excess minutes I had, and me telling her I did not wish to make any changes until I researched the iphone4, she told me of a current promotion. She said that in addition to the current $100 off for customer loyalty, that I could receive an additional discount on the new iphone4. When I asked the price, she quoted me $49 for the 16 gig iphone4. I mentioned that I was interested in the one with the most memory, how much would that be? She quoted me $59 for the 32 gig. Well, needless to say this got me interested as I knew they were going for about $200 after the basic discounts. I wanted to call a friend and ask if this was a good deal, but I would have to hang up and she would lose the call. So I asked her if it made a difference if she were the one who signed me up for the deal. She said, “it makes a difference to me!” This indicates that they are on some sort of commission structure. So, being the loyal customer I am, I called my friend on my land line and we agreed that this would be a great deal and I decided to go ahead with it.

I was on the phone with her for about 40 minutes discussing the various plans and options available to me, and on several different occasions asked her to verify the $49 and $59 price for the iphone4 16 and 32 gig respectfully, which she did. After a very long wait while she entered the transaction into their system did she decide to inform me that the sales tax would be charged on the full retail price of the phone which was $749 and the tax for this transaction would be $73.12. Hello SCAM. That is their policy that on special promotions they tax on the full retail price. This is where it gets interesting. When she quoted me the full price, which was going to be on my next bill it was $273. That really doesn’t make sense, $59 + 73.12 = $132.12. It seems that after promising me this loyalty low discounted price, that they were going to charge me the standard $199 + 73.12 sale price. The other selling point that she stressed was that there is a 14 day return policy when purchased via the online store as opposed to 0 when purchased from a brick and mortar store. Had I not realized that I was being SCAMMED, I would have lost my current plan, been stuck to a new 2 year plan, and probably had to pay a restocking fee as she told me that once I changed from my old plan, I could not get it back. I have made several calls back to the number, have learned that there is a recording of the call, was told I would be contacted by a supervisor twice, and have still not heard from anyone.

If the VERIZON LOYALTY DEPARTMENT believes that lying to, wasting an hour of their time, and scamming them back into a contract is a way of showing appreciation to their long term customers, then they really need to re-examine this department or disband it completely. If this is how I’m treated, I’m going elsewhere I advise anyone else considering their service to do the same.

Sincerely,

Robert *******

P.S. It has been almost a week and I have not been contacted by a supervisor.

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wirelessguy87
san diego, US
Oct 12, 2011 6:01 am EDT

I hate to be the one to break it to you, but's that is exactly how all discounted cell phone purchases work. The phones themselves have a ridculous retail value. Even a low end "FREE" phone has a retail value of $149.99 to $249.99. The retail prices of phones are drastically over priced, because the carriers want you to think that they're giving you an awesome deal. A smartphone can be anywhere from $399.99 up to $799.99, depending on the model, and how old it is) So, when you are offered a FREE phone, it's not completely free, you still have to pay sales tax on the RETAIL value of a phone. FREE means that they SELL you (or GIVE you as they will say to make it seem free) a phone for which the retail value is $199.99, they charge you $199 + tax, and the give you an instant discount for $199.99. Only, they dont discount the sales tax, so that's what you actually end up paying for a free phone...oh ya, PLUS the ONE TIME ACTIVATION FEE ($25-36 on average)
The discount that they offer is always for a 1-2 yr service agreement with thier company. You are typically allowed one discounted phone every two years, or until the end of your service agreement. Ironically, they usually offer better deals on phones to new customers, not their loyal ones who have stuck with them for years.
The best part, is if you dont have insurance (which is sometimes impossible to get them to honor and actually process a claim for you) and God forbid that something happens to your phone before your agreement is up and are due for another "discounted phone", you are stuck paying that ridiculous FULL RETAIL PRICE for a replacement.

As far as this "completely unconstitutional" $10 data fee on the newer phones, this fee is only mandatory (unless ALL features that require the use of thier data network are blocked and unable to be used). The newer phones have more apps on them now that require a connection to the data network (EVDO, 1X, 3G, 4GLTE). The data portion of thier network is far more advanced, and much more expensive and time consuming to maintain, and repair when neccessary. Also, they invested BILLIONS into it's development to keep up with competition. For instance, picture/video messages use up a certain amount of data usage, and can range from a couple hundred KB's, sometimes up to 1MB, depending on the picture quality. That amount of data can add up very fast if used regularly, so naturally they cant let people use features that require use of that expensive data network without a small fee. Other features that use the data network are mobile web, Get it Now, and any internet related feature. You used to be able to have the choice of paying $5/ month for mobile web, or to have all web usage count against the minutes in your plan.
I am very familiar with this subject because I worked at a wireless provider for over 10 years, and watched the progression of greed and competition among the wireless carriers. We handled at&t (formerly Pac Bell, then Cingular), Verizon Wireless, Sprint and Nextel. They all follow suit when one company envokes a new policy or fee, they all figure if one of the other major players can do it, so can they. That's why when AT&T comes out with new calling plans, Verizon comes out with new ones as well, no better or cheaper than the ones AT&T had just released. It's a form of legal cost fixing, and should be illegal. Then, you have Sprint/ Nextel- includes Boost mobile, Cricket
and these other lesser quality carriers, who tend to always have better plans, that seem less expensive, and give you more for your buck. But, just like in with any other product in the world, you get what you pay for. There are reasons why AT&T and Verizon have always remained a little more expensive; you get what you pay for quality and functionality wise, and they have exponentially more towers allowing for better tower placement, and resulting in superior coverage and dropped call ratios.

Hope some of this helped shed some light on this issue, and the way that the major wireless carriers operate. In my opinion, they can, and will continue to do whatever they want, because they have a product that we have all grown completely dependent on, and we will always pay what they tell us to. Not always willingly and without a fight, but at the end of the day, you need a cell phone, and will pay those ### whatever they see fit.

Good luck everyone

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