Verizon
reviews and complaints

I bought my daughter a new phone about a month ago, we also got a car charger, which she never used - never even opened the box. I took it to the store on Challis road to return it.I was told by the manager (Tim Simmons) that it was
"Policy" that returns have to be made within 14 days. I could understand that if the item had been opened and used .

I pay four phone bills every month usually over $200.00 taken out of my checking account so they are never late.
Don't you think the customers record should count for something ?
By the way, "Mr" Simmons had the audacity to wish me "A good day" as I Ieft the store. He needs a lesson on "How to treat a disgruntled customer"

i have had minor problems from the begining just with the reps not paying attention to what i had said and wanted. but the most recent thing completly changed my mind about using them. I started using verizon towards the end of march, i had the high speed internet for 24.99$ on a month to month deal, and then i recently moved during the month may and on the bill that i recive every month says to just call and transfer service to ur new address, well i did. i had spoken with a male on the phone and he said he wouldnt be able to just transfer he would have to cancel my last account and start anew at my surrent, i asked if there will be any changes at all, he replied NO. well the next day i check my email on my phone and read the email that they send u that has ur order number and all the descriptions of what he had did. it showed everythign the same but the price was 34.99$ now. i called and spoke with a sarah who was the high up supervisor out in missouri. she said that non of this is my fault and that she will do what she can to make the price e the same as befor since it was verizons fault. she said she will call me back on the 12th of june. well on the 13th i had gotten a call from a different lady who had said sarah got let go and she was now dealing with this. the new lady said that there is nothing they can do regarding this and that i either have to pay th month to month price at 34.99$ or sign up for a year contract, at 24.99$. me being a skeptic about contract bc there is always that what if i dont have the money later down line, so i really didnt want to. but never the less i am now very frustrated and and completly in awe of there customer service there and how no one there knows what they r talking about and giving different info every time i speak to someone new. i will no longer use verizon due to this irritating sitution.

05/30/12 new service at #26, appt time 8 to 5pm. No one came all day, service turned on at office, no lines in home. Had to install ourselves.
06/04/12 Contacted customer service to update billing address (was not to change from 27 to 26)
06/05/12 No service at 26 now. contacted Verizon customer service and then transferred 4 additional times, ( transfers are done without being announced, each time), last person advised it is not a repair and that it was a customer service issued.

still waiting for service to be turned BACK ON AT #26.
Mark and Annette Williams

Don't buy the "verizon lg" phone, it will automatically erase text messages on its own! On several occasions I had important text messages that were erased automatically over a 48 hour period! This happens all the time! I went to the store to complain and they said there was nothing they could do about it! Every phone I ever had in the past, I would either get an automatic warning notification, telling me my message have reached their quota and will begin to erase, or telling me my mailbox is full! This phone warns you too, but it will still erase the messages on its own! At the store when I complained I was told that several people had the same complaint about this phone! Just don't buy it!

A month ago or so I started to notice the youtube video clips started to hang. Initially I thought I had some bug doing crap on my laptop and paid no attention. After vacation I started to look into any spyware i may had running. Found nothing. So this week my calls to verizon started. Monday at 1AM I talked with a guy in india (you know the reputation). Other then setting up routers he knew nothing about networks. He rebooted my router, did his checks and told me the connection was fine, all of this while I could not watch a youtube clip. Tuesday I called again as it around 4pm the downstream speed dropped to .5 megs. This time I called earlier as to not run with the script readers in india. He insisted in sending a guy to my house, against my advise because those guys are only versed in connecting wires. When the guy came the network was fine and there was nothing he or the in house network support could do. So the network guy told me to do a tracert next time this happens. So yesterday I did and called verizon again. Surprise, surprise, the support guy first tells me the problem is on a server going to CNN that is reporting a timeout. LMAO. Of course he has no clue what a ICMP ping is and that not all servers return a ping. This same guy tells me after that the other pings look good and the problem is mine. He supposedly calls their network guys that also can't find any problem and hangs up the phone. I called back and escalated it, with no luck, left a message on their support site, no luck. Right after I find the downstream speed at 46 megs. I thought to myself, WOW. Well, it started dropping slow to the point where at midnight could no longer watch youtube clips. Today, the speed has been all day well under 1 meg to the point where i no longer can run any speed test, including verizon own speed test. I can not even access the google home page.
Now I just called to cancel the account (internet and tv). Tired of verizon. They asked for another chance. Same old, same old, its my problem. What a bunch of incompetent people they have at verizon.

I think they oversold their capacity, hired incompetent support people and are pretty much stealing money from customers by providing a substandard service.

Contract canceled and goodbye Verizon, forever.

PS - using a neighbor wireless connection because i CAN NOT use verizon connection, it times out on me to every web site I go, including google homepage.

Verizon wireless ruthlessly bills lost equipment, early termination fees and lies to customers about the mediation process that is part of its contract.
-in reading through the many complaints about verizon wireless, a few things became very clear to me.
A) I am not alone. You are not alone. Verizon pulls the same stunts all over the country and banks on us never finding out.
B) these scams net millions for verizon. Customers on the other hand are left with huge termination fees and useless equipment.
C) other large companies know about verizon's practices, it's only the consumer who is made to feel left out in the cold.
D) a corporate shift occurred about 2 1/2 years ago which has resulted in almost every one of the complaints listed here and elsewhere on the web about verizon.
E) you can do something about this abusive companies practices.

Since 2006 I have dealt with the very best and the very worst of verizon. The people who qualify as the best are those who were, at one time, willing to go out of their way to make things better. The worst are those that prevailed and now run the company solely for it's profit margin and their ability to literally extort money from customers. I have had nearly 20 different phones since 2006. None of them broke because of my negligence. This puts me in a rather rare category since no complaint I read mentioned anywhere near that number of replacements.in the course of replacing defective phones, verizon "lost" my entire purchased music collection — twice. They admitted to making many mistakes but took months to rectify them. They lied to me on more than one occasion about activity on my account... And charged me for equipment that had already been returned according to fedex. When I refused to pay after the 3rd time pulling this scam, they shut off my service. Then they "found" the phone but waited 4 more weeks to credit my account. I applied for mediation. 3 months later they could not find my forms. 2 months after that they scheduled the mediation. Unbeknownst to me, during that time period my service was permanently disconnected. This gave verizon the bargaining chip they needed in mediation: they would waive the early termination fees if I left the company. The fact that there would have been no early termination fees if they had tracked the missing paperwork was ignored. The mediator and I both believed that the person representing verizon in the mediation was from the executive relations team.in fact he is part of the legal team. He lied about that and other things to me when he made his "offer" outside of the mediator's presence. He later claimed that it is optional for the mediator to be present when the offer is made. He also stated she had been informed of the offer. She may have been. But i'm certain she was not given the reason I was given. Verizon wanted me to leave, after enduring years of bad phones, lost music, endless billing issues, etc because, according the legal team member, it was my "fault" all this had occurred. "you just keep calling different people until you get the answer you want." he accused me of exploiting verizon to the tune of $5, 000.00 given to me in credits.. I have requested a copy of the mediation statement to file with the american arbitration association. Otherwise I must pay the filing fees myself. Verizon has refused to provide the papers, indeed they have shut off my service again and are not calling... Waiting for the final disconnection of my account to occur just as they did one year ago.
A staff person attempting to look into this for me was basically told to back off. The legal team would contact me she was told. They never have. My bill reflects charges for months when I had no working phone and had requested not to be billed. The reason: keep adding on charges until I just throw up my hands and leave, or chose to stay as I did one year ago and end up paying all the termination fees etc. That never should have been charged. This lying and fabricating reasons for wanting me to leave is reflective of the same leadership morass that afflicted hewlett packard a few years back. Curiously it was at that time that verizon partnered with hp to offer notebooks with embedded mobile broadband. The resulting failure of windows 7 to operate successfully was known to both verizon and hp... According to microsoft which provided me with the "smoking gun" communications between the 2 companies basically agreeing to deny deny deny. Which they did. One of the more sordid events in verizon's history given the urgent requests for help from customers who had purchased these defective notebooks... People like me. I was, in fact, billed an early termination fee for one of these lemons. Like most cellular companies, verizon models its contracts on the california public utilities commissions standards which are the toughest in the nation. If the contract passes muster in ca, you can bet it will hold up where you live. But you can file a complaint with the utilities commission in your state. It may seem like a meaningless gesture at this point, but the mountain of complaints is increasing. Verizon already agreed to repaying customers for overcharging — bragging how it did so "voluntarily". It was either voluntary or court ordered so they chose the easier path, because of they are a major player in the android os and the apple iphone os products, verizon is blissfully still believing that no one is paying attention to its darker, less ethical ways of doing business. But they are being foolish. Too many people are comparing notes and recognizing disturbing trends, the most obvious is one department, customer service unable to interact in an ongoing and meaningful way with financial services — a department that can't even adjust your bill. Their department is more correctly called collections in any legitimate company. Less obvious but more insidious is the blame the customer mentality so pervasive now in verizon. Read the letters from staff members who saw with their own eyes the systematic and routine practice of laying all responsibility at the feet of the customer while verizon collects big time on defaulted contracts, "lost" equipment charges and waiting up to 2 months to credit accounts for overcharges, thus letting them hold onto that money and do quick short term investments that can reap millions. Don't get me wrong, there are still decent, customer-oriented staff working at verizon. But now their work performance reviews show a drop in rating because of those extra few minutes spent with a customer to be certain a problem is resolved. These caring staff are not the ones being promoted — look at how many times the words "arrogant" "rude" and "obnoxious" are used to describe the rank and file staff that customers speak to every day. At one time verizon prided itself on its customer care which was notches above its competitors. The corporate decision to change the department's name as well as how customer concerns are handled says more about the decline of this company in a sleazy scam oriented enterprise intent on beating out metro pcs and other affordable cellular services.. No longer having a clean reputation, verizon has decided its better to be a bully like the other companies have been for years than to try and maintain any individuality based on quality service backed up by integrity and honesty. Bur if you put this issue before them, your account would be tagged and soon you'd find yourself falling prey to all types of difficulties that take forever to resolve while being shocked to learn that is was your fault all these problems started. Unfortunately verizon has begin to believe its own lies and so we all hear versions of these appalling corporate decisions whenever we call in with a problem or a question.. But now enough of us have heard the lies and doublespeak long enough. A staff member upon learning that the legal team was once again saying they would contact me but not doing it told me there was nothing anyone could help me with in today's verizon, he actually suggested I get legal assistance before speaking to verizon again. That recommendation, he said, was based on what he saw happening from the inside. It's time to forget the good old days of verizon and treat them the way they've been treating us, anyone wishing copies of the documents i've mentioned here can contact me directly.

With Verizon Wireless Wi-Fi, sent back defective Wi-Fi around 11-13-11 in self-addressed envelope, I thought case was closed, now they are billing me for 269.99 for unit they say they didn’t receive. Their records are all messed up they gave me tracking number for Fed-X, and that was wrong, and then they gave me tracking number for the Post Office, which is not the right one, I did take it to the Post Office, but they can’t provide correct tracking. Records are wrong, several different stories each time I call, They wanted me to file claim against the Post Office for their unit which was under Federal express tracking number, Go figure, Talked to Supervisor have gotton no where.

They haven’t even searched the warehouse for the unit, They say there is no margin for Human Error on their part. They will turn my service off and send to collection agency If I don’t pay. Supervisor says that can’t do anything about it, and I have to pay. I need help with these people!

By phone, a Verizon employee told me I could make 300 minutes of international calls for only $10. This was the “World Plan 300” deal. I asked if Nicaragua was included in the 300 minutes of international calls. He said it was. The order date of “World Plan 300” was 12/02/2011. The order number is 1554557.

Today, after checking each bill since December, I noticed that Nicaragua was NOT included in the plan. The employee’s reckless behavior cost me $156.18 in calls to Nicaragua ($0.38/minute for calls to Nicaragua). The Verizon employee misrepresented that calls to Nicaragua were included in the 300 minutes for $10/mo and I relied on this before accepting “World Plan 300”.

I wouldn't have used Verizon to call Nicaragua if I knew it was not included in the 300 minutes for $10.

I called C.S. at [protected] and explained this to Linda, a manager. Linda said that even if the employee did misrepresent the plan to me, I should have noticed the inaccurate charges sooner. Because six months passed before I noticed the fraud on my bill, she refused to credit the charges.

Linda, merely offered $20 of credit for the past two months of plan charges which I refused because it did not account for the $156.18 in calls I made to Nicaragua which were made based on relying on the employee’s fraudulent misrepresentation.

Verizon must be held accountable for condoning a Verizon employee’s misrepresentation and fraud.

I am a Software Engineer and internet is very essential for me because I work remotely sometimes over internet.While I signed the contract with Verizon for a year I committed I will pay the bill in time and Verizon committed that they will provide me the service every hour.I can understand if there is a problem for a day or two.But here is my story :

1) Don’t have internet for last 35 days
2) 19 Verizon technicians have visited my apartment( 20 hours of my time)
3) 15 tickets has been raised.Each call takes 1 hour of my time.Therefore 15 hours of my time.
4) FIOS Device has been replaced 2 times.
5) Router has been replaced once.
6) Fiber optics has been replaced 3 times.

Still I have no internet and at least 3 out of the15 tickets have been closed without confirming with me.

3 years ago we bought Verizon "high Speed" wireless internet at Best Buy. WHAT A FRAUD! WHAT A SCAM!. Customer service people are polite even though they lie through their teeth. They sold my wife 2 new modems saying our internet was so slow because we needed upgrades. They sold her a new contract saying upgrades would fix the slow speed. We disconnect 10 times an hour and reconnect just to send an email. FORGET internet banking or music, t.v., or movies. Updates such as Microsoft of H.P. updates can take an hour. What I would like is about $3, 000.00 we have paid these lying fraudsters back. Our old dial up was faster even though their customer service was horrible and it was a horror to try to pay the bill every month on line. I AM VERY VERY VERY VERY UNHAPPY. As I look now, it is showing receive rat zero and transfer rate zero which means I will have to disconnect and reconnect to send this complaint probably 2 or 3 times as it will time out at a kps of a decimal point to 20 speed.

I orderd fios tv on dec 13, I was told it would be installed on dec18 then verizon called and said you can do a self install no problem, and this is where all started, tv box was to be deliverd on friday16 by ups or so verizon said the ups tracking code said no not untill monday the 19, so I call verizon to complain about being lied to and all I get is very poor customer servise, they told me a tech would be at my house on the dec 17 between the hours of 8:30 am and 8:30 pm they gave me a 12 hour window what is that realy!

So I wait for tech for 12 hours no call and no show at 9:00 pm I call only to get the run around and how soory they are this happened but know solution to the problem after many calls to verizon and demanding to talk to a manager who I had to wait for about 15mins I get another how sorry we are this happened, still no solution to problem, I live in new york and have to talk to some one on the west coast know I have a bunch of false promises that this will be fix tommarrow, well thier tommarrow for me my day will be half over

Yes the west coast is 3 hours behinde the east coast, great thanks for one more wasted day waiting for verizon to screw up another order, what happens if I make them wait for thier money pay my bill when I want to not when they want? Thats right they will shut it off! And how is it that verizon is the only phone carrier? At least in upstate ny this is a monoply.

I went to Canada for a three day weekend, and wanted to use my phone as a GPS. I called in advance and was told that $30 a month would get me 30MB. If I went over that they would automatically put me up to the next usage bracket. To make sure I did not forger to drop that feature when I returned they set it up to be taken off my account on the Monday I returned. I used the phone for and hour to an hour and a half as a GPS while traveling around Toronto. I deactivated all other features, no e-mail, application updates, nothing else but GPS for navigation. When I returned I called to make sure the feature was removed and to check my usage. I had incurred $4 in roaming charges. When I got my bill they said I had 70, 000KB of global roaming and the charge was $140.

Verizon people are Very nice but they must work on commission because when you call them about something like this it's "lets make a deal time". They say that because I only had the feature for 3 days, the cost is prorated along with the usage. The cost was $3 and the usage allowance was 3MB. Everything over that was charged at some astronomical overage rate. After an hour of arguing and trying to get passed over to a supervisor I got the bill cut in half.

Things you should know. Sounds like common sense but if you don't have it in writing it's not going to help you out. Verizon will tell you one thing and do another. Their employees are polite, but individual operators who are all on a different page. You cannot calculate or predict your data usage in this country, when you travel to another country it racks up much faster than it does here and you have no way of contesting it. Turn your phone off and leave it off when you leave the country. They make it so unbelievably expensive to use that no reasonable person would want to.

Verizon pulled my credit report without my permission and a week later, opened a cell phone account in my name. I have never had a Verizon account! Low and behold, 6 months later it shows up on my credit report as in collections, really? What kind of people do you have working for you Verizon? After reading all these post, obviously they do not have background checks on their employees. Beware

Years ago, I had Verizon Fios Triple Play. Things would stop working for no reason, and every time I called, they could never find my account in their system without a 15min run around. I could never get them to fix why my number wouldn’t pull up my account (had to search by address or ssn, which had a 50/50 chance of pulling up my account), and after awhile I got sick of dealing with them and went to comcast (an equally bad service, who could at least find my account when I called every month when it stopped working).

Well, I should have known better when I got Verizon’s offer this past June for Triple Play at an amazingly low price. Like a big dummy, in July I called them to set it up. It’s now October, and they still haven’t been able to come out for the install.

They set my first appointment up for 3 weeks in the future (early Aug install). That week they went on strike, and never showed up.

They finally got back to me after the strike and set up a late Aug-early Sept install date. They never showed up for that, due I guess to all the work they had from the hurricane of the week before.

They again called in Sept and made a date for the last week in Sept. No one showed up again, with no known reason.

I’ve spent hours on the phone with them, and all I get is the run around. They want to make ANOTHER appointment for 2 weeks from now, but they possibly can’t get my phone number to transfer from my current phone company (my current phone company has no idea what they are talking about). They won’t even let me speak to a manager, or give me the email or phone number to HQ or a complaint dept.

So here I sit. It will take at least 3 months to get service turned on from when I first called them. Unless they want to give me a hugh incentive for putting up with all this nonsense, I may as well stick with Comcast. At least Comcast can find my account when I call because their service is out again. (It was out again just 6am this morning).

I called Verizon on several ocassions and went throught the terrible phone system that cuts you off before you even get to speak to a human being which is rare with Verizon. I even went on-line to the chat that was also terrible. Are there any human beings that work there. After finally punching random buttons on the phone out of frustration I finally got a human being. I asked them the change my package because paying $200.00 month for TV was not in my budget. Well we went through the packages and finally got the bill down to something affordable SO I THROUGHT.

Well I get my bill for a WHOPPING $600.00 WTF! Direct TV is intalling my dish tonight. I’m so disgusted with Verizon I can’t even speak to them to find out what happened and what charges they added to my bill when I took some of the packages off. Worst customer service ever! Worse than Comcast…geez. Even went to their satellite office in Bowie, MD and they were useless, they directed me to the phone to call customer service.

To whom it may concern: Executive Relations Team. On October 6th 2011 I called customer service and got the Salt Lake City, Utah, Call Center. The agent that answers is named Tyler. I began to tell him of the problems I have been having with my Android Motorola X2. I explained problems after problem. I Explained to him I had called numerous times about locking up freezing overlapped photos, slow motion videos, texts not sending, locking up resetting, running hot, so hot you could not hold it at times.

I explained I spoke to tech 2 support many times. And that I’ve had many replacement devices. Explain that maybe if I was put into a different device such as the newer Motorola bionic, basically due to the bugs finally being worked out, that maybe this may help.

Tyler Explain that’s the Motorola Bionic was a 4G device and that he would need his supervisor to override an approval for this warranty replacement. Tyler then asked if he could place me on hold to speak with his supervisor to see if he could get this type of approval for a Motorola Bionic. I said sure! Anything you can do would so be appreciated. I said but also make sure you can overnight that next day free of charge. Tyler said overnight “free” would not be a problem.

Tyler’s then place me on hold and did come back about 3 to 4 minutes later. Tyler advises that his supervisor did override the warranty replacement for the Motorola Bionic. I said oh wonderful that will be perfect. Thank you so much. I then explained the worries I had about my car dash mount dock and nightstand charger dock that would they match up to the new model. Tyler then references the issued on his computer and said he was looking up pictures of those accessories to see if they would match up.

After a moments of him referencing the pictures of those accessories in reference. He did indeed confirm that the accessories would work with the Motorola Bionic. Tyler then agreed that the order was confirmed with his supervisors override and approval and I would get the replacement device sometimes tomorrow. I thanked Tyler and we ended the call.

Later on today I thought about battery compatibility and if my battery would work with the new model. Well I was at work so I called my husband and had him call customer service to check compatibility on the batteries. After a few moments into the call he finds out that Tyler from Utah call center did not order warranty replacement of the Motorola Bionic that he had only sent the Motorola X2 as the replacement.

Well needless to say we are very upset an outraged that this agent would lie to a customer at this magnitude based on all the issues and problems I’ve had with a Motorola droid x 2.

As a customer I believe the call should be pulled. I believe it should be listen to by the Executives Relations Team Department. I believe the supervisor should be contacted and actions taken. I believe that what the agent “Tyler” offered should be honored and deducted from his check. As an example I do not doubt Tyler nor would any agent would ever lie to a customer at that magnitude again. I ask, is this allowed and expectable for the employees of Verizon to treat the customer that pays good hard earned money for a service and respect.

I have 3 smartphones on my account and am happy with the wireless service, but as a result this situation has put a bad taste in my mouth and for future reference I could take my business to another wireless provider at the end of my contract. Maybe sooner if I can find a better provider that speaks the truth the way that Verizon agents were in my mind.

I bought an iPad with Verizon modem. I could not get it to work. Took it to Apple and Apple replaced the entire unit within minutes(great customer service). I tried to connect to Verizon to get the 3G service and could not with my Visa debit card. After talking to a local Verizon store (manager knew nothing) and calling twice to Verizon prepaid customer service, I discovered that Verizon will only accept a charge card (I don’t have one) as payment.

Verizon will accept no other legal tender: debit cards, itunes cards, checks, or even cash. Nowhere in the advertisements did Apple or Verizon state that it will not accept any legal tender, except for charge cards. According to the Verizon customer service rep. there are many thousands of customers, like me, who can not remotely connect to the internet with their Verizon modem. Though those customers have sought remedy, Verizon refuses to accept payments at their dealerships or make provisions so that those who bought Verizon modems may use them.

So, Apple apparently knew of this arrangement when it signed with Verizon and didn’t let us know. Verizon said sign with us, but never stated that no payments would be accepted, except for some charge cards. Is one guilty of fraud, or both?

In any case, beware of prepaid internet access offers for the iPad. Know that Verizon doesn’t care about providing you service, only in making a renewable, monthly billing without your permission — the can’t buy just one month without cancelling arrangement.

Last Fall I went into the store to cancel my wireless service and was told by the sales person there that I needed to take care of that over the phone, which he called for me and put me in touch with a representative who said they could switch my wireless usb line to where I would only have to pay is $9.99. I just found out that not only did they not change anything over, but I have been paying $60/month. I could have saved much more money by just cancelling the service. I am FURIOUS! I just got ripped off of several hundred dollars. If I could CANCEL with Verizon, I would.

I have been an excellent customer to Verizon for about 10 years. I have always paid my bills on time never being late. I recently moved and had Fios, TV, Phone, Wireless relocated to my new address. When I was solicited by Brenda about the service I was lied to. Judy Lubbert said she was going to resolve and help me but has not to date. I have called 15-20 times and have not had my issues resolved.

I am being double billed on everything! Your installers flattened my tire by leaving screws in my garage. My Fios does not work yet I keep paying double. I have associate names, ticket #’s, phone numbers ID # for calls I have made. No one from Verizon seems to help.