Verizon
reviews and complaints

My Aunt in New Jersey, me the POA, in AZ, 5200 miles away. She is unable to receive or make calls on her cell phone. After 6 hours of trying to get this resolved, customer service informed me it would be 24 hours before anyone could help since we tried so many times to figure out the problem, we exceeded the max limits. My Aunt who is to have surgery and only has her cell phone for communication was explained numerous times to numerous representatives, one who PROMISED a supervisor would call me back within 1 hour --- it has been 7 hours, no call.

Shame on you Verizon -- SHAME ON YOU!

I am a Verizon FIOS customer for Internet, landline and TV. My cell service was with AT&T. My cell phone was getting old and Verizon was sending me promotions to switch to their wireless service. So I called, and was told I would get a new iphone 12 at no charge; my wireless bill would be $60/month forever, and my FIOS bundle charge would go down $30/month forever. So I signed up, and then proceeded to have two days of horrors. The phone came a day early (luckily I had just gotten home when it arrived); it took me all evening and over three hours the next day (today) to get the phone moved from AT&T and activated by Verizon. The salesman said it would be easy, that they would do all the transfers. PERIOD. Well, it was a technical nightmare just getting activated. When that was done, I found my Wireless bill would be way more than the salesman said and way more than AT&T had been charging. More hours on the phone with various reps to get the bill down, but still not down as low as the salesman said. (One supervisor promised me some kind of credit on first bill for my aggravation; I hope I get it.) Then, to get the discount on my FIOS, this was not automatic! I had to get a wireless account, wireless app, and re-activate my FIOS app which was rejecting my password, etc. After both apps were finally accessed, then I was led through a process of signing up for my discount, which may or may not be the $30 promised by the salesman. I am totally disgusted with Verizon and do not trust them at all. This was the worst buying experience of my life. I believe the salesman was practicing fraud. He even added insurance to my bill which I did not want and he did not disclose this to me. I had that removed.

A relative died in November 2021 and they were a Verizon Mobile customer paid up to date. As they were dead and could not use all of the Verizon Mobile service available in their account, I called Verizon Mobile about closing the account and getting a refund for his estate which I am in charge of. This credit amounts to $21.22. After months of phone calls to Verizon Customer support and receiving various answers to this problem such as: Yes... you are owed a refund and "I" will make sure it is sent out (that hasn't happened),... We can't handle this request over the phone... you need to go to a Verizon Store for the refund... once there, I am told that information is incorrect... This is a Verizon retail store... You need to go to a Verizon Corporate store... once there... No we don't process that, you need to call customer support!

After getting this run around over many months of trying to obtain this refund, I finally got a Verizon phone Rep. who said, you have to email Verizon at [protected]@VerizonWireless.com include all the pertinent information and a copy of the death certificate and then this problem will be resolved. I thanked the Rep. for providing this information, but asked why none of the previous 5 phone reps. over the past several months could not have given me this information? She could not offer an explanation. Verizon is a huge company and it stands to reason that they have customers who die everyday. How could multiple phone Reps. not be aware of how to handle this problem?

On March 1, 2022 I emailed all the required information to the above Verizon address and it was received. Then... nothing.. no response.. no refund... nothing! By April 15, 2022 I sent the exact same information again as a 2nd notice to Verizon. As they still haven't responded, I have decided to put this problem on Trust Pilot to see if anyone with authority at Verizon Mobile will actually read this, go to the emails that I have sent to [protected]@Verizon Wireless.com, read my information from March 1 and April 15, 2022 and get someone to issue this refund.

Looking forward to see if anyone from Verizon responds to this.

Diane Wallace

I have been a customer of version Fios since I picked up this router in gaithersburg in April of 2017.

Never have I had a late payment.

I moved to Hershey PA in October 2018 and took my router with me.

Set up internet; no late payments.

In preparation to moving to Columbus Ohio canceled the service as my new apartment only dealt with AT&T I called in mid to late November to cancel on a date of 1215.

The company told me at that time I was unable to cancel mid month and it would have to be taken all the way through the December billing period.

I didn’t agree with that. At that time I asked him where I would return my router.

They told me they would be subsequent emails telling me where to do this.

I received emails from Verizon where to do so and it looked like they thought I was still in Hershey Pennsylvania by the recommendations.

Within the email there is a link to click on my local ZIP Code so I did. This told me where my local store was where I could return the router. After trying twice unsuccessfully at the local area Verizon as the website instructed me they gave me another Verizon to go to.

On 1/10/22 I stopped at the one on Hamilton Road in Columbus Ohio.

They directed me to get a third store over by the Easton shopping center. There the manager told me to take the router to any FedEx as they have a contract with them. I went directly to the FedEx from the Verizon store and they said that they weren’t the right FedEx store to take care of this and directed me to another FedEx store.

There I returned the router on that day at 1:21 PM I have reference numbers I have receipts and I have confirmations all documentation. Since then I continue to get charged again and again and again for late fees as the company states that I still have not returned the router.

I have tried to resolve this four times on the phone where I spent in excess of 45 minutes in each call to try to resolve the issue. I found in each call that the information and not been relayed from the former supervisor. So I had to start over from the beginning each time

I have made one last payment in neglect of my good common sense to resolve half of the month from which Verizon charge me where I use no service at my Palmyra Pennsylvania address. Well I don’t feel like all this I felt I met them halfway to resolve the issue.

Currently I continue to receive Calls emails voicemails to resolve the $115 I know still owe. I have told them repeatedly I cannot pay this in good faith and On principal.

I have never had a late bill with this company whatsoever in the simply doesn’t make sense

Verizon is in violation of not furnishing authentication of account as requested. Not a statement that is received every month, authentication of records and irs publications 583. Verizon has been sent many concerns about the billing error on the account, and has not furnished a wet-ink signature from me ageeing to contract with verizon. Verizon is using unfair practices, and violates code of ethics and fudiciary oath obligations. Verizon denies all claims willingly and knowingly breaking the law. You should cancel services immediately with verizon for their unfair practices on consumers. Verizon forces consumers to pay on a positive balance and not allowed to use the negotiable instrument provided on the bottom of the statement. Verizon continues to send me harassing and abusive emails pursuant to 15 usc 1692d.

All rights reserved without prejudice 1-308

I had a business phone, and when I left the business the owner released my business phone to me for my personal phone. However, after 6 times of speaking to Verizon customer service on this issue, we thought we had it resolved and they continued to set up auto pay and charged my bank account 41.50 on May 27 2021. Later the owner discovered he was still paying for my phone, and that it had never been released to me, or the account switched over.

We were back on the phone with verizon again, and it has now been the 9th call and still our issue has not changed, and nor will they refund my money for the phone the owner was already paying for. None of the reps seem to know who I'm to talk to. The last call I was switched 4 times and had to repeat the same information each time. Still, no help and no refund. I have a receipt from Verizon for the amount I paid for prepaid.

Around 3/16/2022 at approximately 12 pm. I attempted to check the availability for 5G home internet service only to be told that there was no home internet services available, which appears to also includes 4G LTE. Since my Brother has 5G service for his cell phone at my address, I suggested to the Verizon CSR that they may need to have a technician perform a site survey so they could provide a more accurate response, the CSR was less then helpful, I also discovered that Verizon offered 4G LTE Home Internet service, which also provided Home Internet services with no annual contract or data caps, which was also stated as being unavailable at my address, I'm sorry, however, I connect every day to the internet utilizing 2 Verizon Jetpack devices and one smartphone mobile data, every day mind you, on their 4G LTE network, I am even filing this complaint via the same connection right now, there is no way they can honestly state that 4G LTE Home Internet services is not available for my address when I actually connect to the internet using their devices to that very network, this company totally refuses to allow me to get any plan which doesn't include a cap on data so they can throttle my unlimited plan at 15gb every month to such a degree that an old 720 baud modem would be faster. I have no other options for internet access because I live in the middle of the woods and comcast and AT&T will not provide services because it will cost them way too much money to run cables and connect a single house.

November 3 2021 I ordered iphone 13 with a promotional offer to return my old device for a $600 credit. because of a back log I had to wait 30 days for phone. Shortly after I had a death in the family and traveled back east. I called my verizon rep and asked if phone would be delivered early, was told no. I arrived home on dec 3rd and found the phone had been returned and given to the next in line, fed ex tries 3 times to deliver phone and then returns it. Verizon canceled the transaction and refunded me. Not a huge deal, I called in to phone rep and was offered new promotion now the credit was $800. Great! another 30 days to wait for phone but not end of the world. Rep told me not to use original return label for old device, another one would arrive with new phone. Return label did not show up. After 45 days of support tickets, having to re explain the loss of my brother and what had happened I was told the device had to be returned within 30 days of original order. They would not honor what the phone rep offered and because the customer service took so long i was past the point of returning the new phone. So i ended up paying full price for the 13 with no recourse. They refused to honor their promotional offer and was the worst customer service experience of my life. I was a 22 year verizon customer, they DO NOT care who you are or how long you have been with them. I will be leaving verizon as soon as possible. My advice is use a different company. There are so many bad reviews for verizon this will be lost in the mix but I hope with all the horrible experiences I'm seeing on line this will eventually hurt their bottom line. Verizon is big enough not to care about one life time customer but never too big to fail.

Date : 01/24/2022: I got a new Verizon wireless phone line from a Verizon authorized dealer at E 86th street. I was told since I got my own instrument I will get in mail a $500 coupon within 2 weeks. I waited for more than month but didn’t get it. I called the Verizon customer care number. After multiple attempts I was able to talk to a person who told me he cannot do anything and I have to go back to the same store. I told him that’s 22 miles drive. He said he cannot help it. I went to the store and the guy there told me he forgot to put the code and it’s supposed to come in email not mail. He apparently did it that day. 2 days later I got an email that it could not be processed because of an error. On 03/19/2022 I went to a different Verizon dealer on Southport Road, Indianapolis. He said the reason you didn’t get is because he had to put a code for $350 and not $500 based on type of my plan. I asked him can you please cancel my Verizon services. He said he cannot do that. I have to call the customer service number to cancel it. He gave me the rebate code. When I tried putting the code on vzw.com/rebate the message showed up that I can no more get the rebate because it’s outside the purchase window. It’s amazing how a customer has to suffer because of retailers and company. In the meantime I have called Verizon customer number multiple times so that I can cancel my services. ( in last 1 month) I have not even made one call or received one call on my Verizon services but have paid more than $200 as bill. The machine service says I have to talk to someone to cancel. Last night I suspended my services. It has been awful and painful. It’s impossible to talk to a human being on the Verizon customer services to cancel my services and there is no other way to cancel the services.

In January of 2022 I upgraded a phone online on Verizon's website. FedEx delivered an empty box - the phone was stolen. I contacted Verizon right away and they canceled the order - but still charged me for the activation and sales tax on the upgrade that I did not receive. I was told to order a new phone/upgrade online - but could not do this for OVER a month as they still showed the upgraded phone on the line. After 3 online chats and finally a phone call over the next month, I was able to order the upgrade - and picked it up at a store. Each time I was told the credit was coming. I got reference numbers each time. Now on March 10, I reached out again. and was told that had no record of an upcoming credit. SO, I STILL WAS CHARGED $35 ACTIVATION FOR A PHONE I DID NOT RECEIVE AND $47.62 IN SALES TAX ON A PHONE I DID NOT RECEIVE. Why is this so hard? No one at Verizon knows how to spell customer service! Don't see me staying long with Verizon.

I ordered an iPhone 12 through the Verizon add a line, get an iPhone 12 for $5/mo on Dec 18. It didn't check out at that price immediately so I checked with online chat (Lorenzo) & he said it would be credited back. I then had other issues with upgrading 2 lines which after EIGHT hours of online & text support were finally resolved with Riley & some other unnamed agent who convinced me the add a line promo would be credited to my next bill. I reached back out about the add a line issue on 12/19 and was again assured that I would receive a credit and to reach out if I didn't see it. On 01/08, there was a chat with someone who then dumped me off to Eva, then on 01/09, it was Adrian. Every time I was assured to just wait, Adrian specifically stated it could be 1-2 billing cycles before I was credited. Then on 01/10, I get a random text from Devin stating the same thing! 1-2 bill cycles. On 02/18 I reached out because there was an issue with an international call which was eventually resolved but I also inquired about the add a line promo because I was on the 2nd bill cycle with still no credit showing up. At that time he said he was submitting a promo correction request and I would receive a confirmation e-mail in 7-10 days. I never received one, instead I went into the support portal and saw where they were trying to now say that it was tied to having an unlimited data plan! That was not in the promo ad & was NEVER stated up to that point by anyone. Don't you think someone would have seen this sooner?! Including at the point I ordered it and was using their online chat? Also, I had tried to call in but their phone system would only direct me to online chat. Since this time, I have reached out & texted with Alan (02/28), Elena (03/03), June (03/03), and the last person who probably was too afraid to give his name after I said I am filing a complaint. Verizon's online chat and customer service is ridiculous. Every conversation has to be started over completely, even though they will access your previous conversations but then make you repeat yourself ad nauseam. I have copies of every conversation including online chat and text support! I have attached the 1st but every conversation looks like this. I am not showing my phone number here but in every conversation I provided all information so they could specifically see my account! Me asking "Are you sure?" and they continue to assure me that yes, a credit will be applied!

We have been customers of Verizon for over 20 years. In late 2021, Verizon was offering free upgrades to iPhone 13's. We live over an hour from the nearest store and made appointments to take advantage of their offer. The first appointment was not possible because the office was closed. I received an apology by email. Fine. But when it came time for the next appointment, they said we would have to go to an Apple store. As far as I am concerned, this was a bait and switch.

I spent over 2 hours with the help of a cell phone person at walmart who deals with cell phone co. We where put on hold for 45min. And after 2 hours we where finally told that everything went through. Then they said I had fraud against me. So the man that was helping me told them I wanted to cancil everything. A month later I got a bill from them. I called them and I wrote to them telling them I

Don't deal with verizon. Yesterday I not only got a bill but a letter saying this is going into collections. I called them and blasted them and told them if it wasn't taken care of I would sue them. Their responce was we will check into it and review the matter. If I didn't hear anything in 48hrs. To call them. I got off the phone and wrote them a letter saying the same thing I told them on the phone. Ppl if you have verizon drop them and go somewhere else. Avoid verizon all together

Due to inclement weather in N.C. I was given by your customer service a 4 day extension to return a Hot Spot. I was on the phone with an agent for 1 hour and 10 minutes and was disconnected. She was going to discuss a problem with a supervisor because she was unable to send me a 30 day return label. Additionally I was told by a previous Verizon Rep I could return it to a Verizon Store but wasted 30 minutes there and was told they couldn't accept it. This is absolutely the worst customer service I have experienced with Verizon Wireless and I have been a customer for at least 30 years with brief interruptions trying to get better customer service with other companies. However the reception is much better with Verizon but now feel enslaved to poor customer service once again. My name is Jennifer Brumer, my phone number is [protected]. My email address is [protected]@gmail.com however I was sent a link for the label but was unable to print it because it said I was out of the 30 day policy.

Please send me a printable 30 day return label. You can send it to either [protected]@gmail.com or [protected]@cwsapartments.com.

Thank you for your help with this I hope.

Jennifer Brumer

online order was for 4 lines from ATT ported over along with 4 new gold 256gb iphone pro13. What we rec'd was a pro 13 MAX, and a 128gb pro13, along with 2 correct pro13's. The account billing mysteriously was set up (in error ofcourse) into 2 accounts not one as ordered. One line on its own account (we knew nothing about it) and three lines on another separate account and billing.
Because phones arivved at different dates in December and January we did not discover this error which caused a past due on the errored single line acct., as well as addon charges for it was a single line. Equally when I pais the past due with a VZ rep. I was not told there was a $10.00 fee for paying on the phone through an agent. (Note: the agent recommended I pay through her rather than go online to pay- eventthough I had gotten all 4 lines placed in one single acct. and was on paperless billing and autopay.

All 4 trade-in cellphones which were to get an $800.00 credit have not yet been credited, but rec'd, and one we are being told is locked so we may lose all of our credit (yet in fact the cell phone was properly unlocked and the sim card (ATT) removed, and the "find my iphone" disabled as instructd online by a VZ rep.

As account holder, I have and still are trying to fix the mistakes and errors by this company on a simple 4 line transfer from ATT to Verizon. Costing me many hours beyond 45 documented. IE: today over 4 hrs on text and cell with VZ reps.

Mid-Dec [protected] Our Iphone7 forced an update that failed. Not your fault. The verizon rep convinced us to upgrade to a current model which we agreed to. Upon accepting the terms and conditions is where the trouble began. I accepted and the system sat there and spun for over 15 min. Something obviously went wrong. This WAS your fault. I called the rep they said it was accepted and was shipping the next day. next day no confirmation called again and told it wasn't accepted then it was fixed after some time with them and would ship the next day. Rinse and repeat 3 more times with 3 more reps. one rep literally got on my phone looked over the process and realized it was accepted. Again told it was resolved and would ship the next day. Still no Joy. A week of this goes by and finally get a call from a rep explaining something went wrong and we have to cancel and redo the order. Really? After a week without a phone and repeated calls? I did cancel but had another iphone 7. We were on vacation and my wife needed her phone. So I took both 7's to a iphone store 50 miles away and had everything transferred to my good Iphone7. It wasn't a new one but we finally had one that worked. So a week of our time, 100 miles, and 4 hours later we end up with the same thing we had when we started. Considering the level of incompetence experienced here and the time expended to get nowhere, I feel some kind of restitution is warranted. I am a long time customer but at this point I am considering other options. Feel free to call me anytime. Bruce

My name is Elizabeth and Michael K. Fras. My tel. No. is [protected]. My address is 15 Aldrich St. in Webster, MA 01570. My email is [protected]@gmail.com I have a cell number [protected] so as my Husband to [protected]. We were with Verizon Wireless up to April 11, 2021. We no longer could pay the charges from V W. We did transfer our business to T Mobile on April 11, 2021. We close both our numbers with VW but they just close my Husband's number [protected] but they continue to charge for my number [protected] to the end of December 2021. Now they got a collection agency after me. I have all documentation.

I recently "Upgraded" to a new plan, with "unlimited" data, at a slightly higher price, and was induced to auto pay through my bank. What I wasn't told was that I would lose my personal hotspot with this change. I rely on that hotspot because I live in a remote area.
I contacted customer support, via chat. That is when I found out about losing the hotspot. Was told that adding a hotspot would cost me even more. I could pay more or go back to the old plan. I opted to go back to the old plan, and complained about Verizon's devious practices etc. The power was out where I was, and support chat couldn't get me through that process. I asked for a copy of the chat, but? never got it.
I tried to go back to my old plan online, both through the Verizon website and their app. The only options are to add services or lines. I tried several times to call customer service with no one available. I have now been on hold with customer service, listening to their awful music, for 2 1/2 hours. Obviously no one is going to pick up and help me so I am researching complaint options, and, of course, other cell providers. That's looking most promising now.

I've been trying since August to have my cell phones disconnected because they do not work anymore and I no longer need them. The last time I talked to someone they assured they would no longer be on my bill. The next bill comes and lo and behold they are still there. I don't know what else to do. I've sent e-mails to no avail and tried calling which still has not worked. I stayed on the phone for 2 hrs. on Monday and no one answered. I don't know what else to do. Can you help?

Purchased a MiFi and data plan for my "paid in full" iPhone on Jul 16th that failed to receive an operable wireless signal and attempted to return MiFi and cancel data plan with in 3 hours but my request was refused with clerk stating that I had to wait 24 hours to return it. Hours later Verizon locked my phone out. The next morning I went to Best Buy thinking my iPhone was broke and the geek squad informed me that Verizon had locked my phone and Verizon advised the geek squad to send me to Verizon's corporate office to have the phone unlocked. They unlocked my phone but refused to take the MiFi and instructed me to return it to their authorized dealer Russell cellular. I go back to Russell cellular again and make my second request to them to take it back and I'm threatened with extortion claiming that my auto pay would not be turned off unless I paid a restocking fee. I replied that I just came there from the corporate office who stated that I did not have to pay a fee for only having the Mifi for less than 24 hours. So I pay the fee, file a BBB complaint and was refunded. Auto pay was still left on with Verizon. Then I file another BBB complaint and receive 3 email apologies from Verizon executives insuring me that this would not be negatively reported to my credit report. Then a debt collection agency come after me and that gets settled favorably on my behalf. Then in November I'm contacted by mail for a negative report submitted on my credit report and I dispute that. Verizon states that the report was CORRECT and will stay on my credit report as delinquent for the next seven years and FRAUDULENTLY states that I made a payment on Oct 31st to reflect a zero balance due. The Consumer Protection Bureau has forwarded my complaint submitted with supporting documents to the FTC for review.