Complaints

This profile includes complaints for Verizon Connect's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Verizon Connect

  1600 Golf Rd #800 Rolling Meadows, IL 60008

• 

  Verizon Connect

  1701 Golf Rd Tower 2, Suite 100 Rolling Meadows, IL 60008

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a subscription that expired and we asked to cancel but they have told us we need to sign a document agreeing to fees. I have explained to them the form they are asking me to sign does not mention cancelling and they are giving me a story that does not make sense. Saying I just need to sign the form anyways and if I don't I will auto renew. I have asked to talk to supervisors and am denied any effort to discuss the matter with anyone else. I have requested multiple times to cancel and told them if they renew I will block payments.Attached is what they want us to sign. We attempted to sign with notation but they do not accept.

  Business Response

  Date: 08/29/2025

  Thank you for sending this over. We apologize that you've had a negative experience.

  Our executive care team has created case 09740250. Please allow 1-2 business before they reach out. 

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23807620
  
  I am rejecting this response because:

  We do not need to keep having discussions with this company. We requested the account to be closed and just need confirmation that they did so. My office staff has spent hours dealing with this already and they are not fulfilling a simple and clear request. 
  
  Sincerely,
  
  **** A ******

  Business Response

  Date: 09/08/2025

  Tell us why We sincerely apologize for the inconvenience and frustration you've experienced regarding your service cancellation request and the confusion surrounding the required documentation. We understand your concerns and want to assure you we are working to resolve this.
  
  
  We have confirmed that your service is scheduled for a non-renewal effective September 25, 2026.
  
  
  Regarding the two units in question, Verizon Connect is willing to offer a buyout credit to cover any associated charges. We have received your signed cancellation request.
  
  
  We apologize if the previous explanations regarding the form were unclear. We acknowledge the cancellation and the agreed-upon terms for the buyout of the two units, facilitating a smooth transition out of your service. 

   

  Verizon Connect will credit your buyout to cover any associated charges once your final bill is generated. We are working to ensure a smooth resolution for Case 09740250.
  
  
  We appreciate your patience as we work through *********...

• Initial Complaint

  Date:08/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed up for the Verizon Connect Service and never even took the equipment out of the box because our business decided to go a different way. I contact Verizon numerous times and have many cases opened. We were told we could close the account and return all the devices and pay a restocking fee. We paid that fee in April and returned all the of the items. It took until May 31 to get a message that said the account was closed. This week I received a past due invoice saying they are going to take us to collections for an overdue bill. The letter states our account has been canceled. I have talked to 6 people in the last 2 days and they have been unable to help me. Then they opened another case asking to terminate our account because they are still showing it open.

  Customer Answer

  Date: 08/07/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/05/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested cancellation in April 2025, paid the $199 deactivation fee to end a month early. Emailed ***** ****** my representative and also May ****** ** from Verizon connects and spoke with them both, after three months I was still being charged for subscription at $232.26 a month.(Total of $698.78.i am owed for being over charged) I called, emailed and raised heck about still being charged past cancellation. As of today 8/5/25 I received a call from accounts receivable stating they are going to ding my credit because I owe them $400 for the last 2 months of service. I am beyond appalled and incredibly frustrated! I have a case #***** 441 showing cancellation and zero account balance, I have emails and a contact #************ showing I am owed 3 months credit! Why in the world am I being called and threatened with a credit ding when I have jumped through hoops to get my owed refund from Verizon and cancel this dang account. *********************** GPS fleet tracking is the business I used and I am so upset that I have to spend an hour on the phone today Verizon just to be redirected ******************************************************************************************** April 2025!

  Business Response

  Date: 08/07/2025

  Thank you for bringing this to our attention. A case ( # 09641732) has been assigned to the executive care team.

  Please allow 1-2 business days for them to research and reach out to identity next steps. 

• Initial Complaint

  Date:07/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Verizon Connect refuses to let me cancel services on GPS trackers for vehicles my company has sold. I have attempted to contact the sales agent **** ******** but he refuses to engage and actively closes any tickets I make with Verizon support.Verizon Support themselves have refused to take the issue seriously. I made this request on July 11th and no one has taken any action other than to close my request as resolved. I have spent countless hours working on getting this taken care of. Verizon refuses to assist. I'll attach a screen shot of all the cases they've opened since May when I started asking about this. They close them all right away without taking care of my request. This is unacceptable in any customer service role.

  Business Response

  Date: 07/29/2025

  Thank you for bringing this to our attention. Case 09621716 has been created and assigned to the executive care team. They should reach out roughly 2 business days. This time is used to distribute the case amongst the team and allows them to research to account to identify next steps. 

  Customer Answer

  Date: 08/01/2025

  
  Complaint: 23664958
  
  I am rejecting this response because: The business claims they have processed my request but this is what they do.  The close the support ticket but do not actually follow through.  I still have active service though I have been trying to get portions of it cancelled since May.  I have included a screenshot of their most recent email, along with a copy of all the tickets from the last 90 days that they have closed without resolving the issue.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 08/04/2025

  This is ******** from the executive care team. I personally reached out and spoke to Mr. ****** Not only did I advise him we're working on the cancellation I provided him my personal work and email address, in the event he has any questions or concerns as we work through his request. The executive care team has a separate case open ( case ********) that is solely for the purpose of making sure Mr. ****** request is finalized.

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23664958
  
  I am rejecting this response because: Nothing is being done as far as I can tell.  The account is still active.  It shouldn't take from May to August to cancel service with anyone.  There is no possible way it can really take this long for anyone to address a customer concern.  They have closed the last ticket I can see that was open.  There was no contact from Verizon about a resolution so I can only presume they are continuing to do what they have done this entire time, which is nothing.  I am tired of people from Verizon not following through on what they tell me they are doing.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have it in their system that my contract is up in 2026. I have a physical and virtual copy of my contract ending in 2025. They charged me a termination fee on my credit card after locking me out of the portal. I have been trying to resolve this for months. I followed all of their termination rules even though the product did not work correctly. I began requesting back in May that they terminate my service at the end of my contract in July 2025. They told me I owed an early term fee. I tried to speak with them. I sent them documentation of emails, chats, my contract ending on July 10, 2025, etc. They have stopped all communication with me after I sent them my contract. They refuse to give me access to my case that I opened. If I dispute the charge on my card, they will ruin my credit.

  Business Response

  Date: 07/18/2025

  Thank you for bringing this to our attention.

  We've created case 09602737 a member of our executive care team will reach out within 1-2 business days. 

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a contract for two asset trackers at $16 each, for a total of $32 per month. I continually had problems with the equipment provided by Verizon Connect Reveal. Almost always, they would not show the vehicle had moved and would put the location miles from where it really was. I have called support numerous times over the years, and they say they "reset" or "updated" them on their end, but they continued to not work, and the phone support was very unhelpful. I have emailed verixon connect and called my account supervisors there, ***** *********, and ****** ******, as well as support team and the billing department, to cancel service as it does not work as it was advertised, and I have received no notice of cancellation from Verizon connect or how to return their equipment. Instead, I received a letter from a collections agency claiming to collect for Verizon connect, demanding money. Verizon Connect failed to deliver the service they advertise.

  Business Response

  Date: 07/16/2025

  Thank you for bringing this to our attention. We apologize for the experience. 

  We've created case ******** and assigned this to a member of our executive care team. Please allow them 1-2 business days to review that account and reach out for next steps. 

• Initial Complaint

  Date:07/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I work for ****************************. We had verizon Connect for our *** services for our tech trucks on December 20th 2024 we informed verizon we would not renew with them at the end out our term in February 2025. We received a case # ******** and on December 30th 2024 the case was closed and the account would be terminated at the end of our term in February 2025. We have been receiving calls since the end of March 2025 stating our monthly payment was past due. We informed them that we canceled our account and we don't owe anything and they keep calling each month and each month they keep adding the monthly payment. We opened a few cases in regard to this and have several case numbers and we keep getting calls harrasing us each week that we owe this money. But we do not owe Verizon Connect anything anymore as of February 2025.

  Business Response

  Date: 07/16/2025

  Thank you for bringing this to our attention.

  We've created case ********. A member of our executive care team will reach out within the next 1-2 business days to advise of next steps.

• Initial Complaint

  Date:07/07/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im writing to express my disappointment and concern regarding the lack of transparency in Verizon Connect contract terms, particularly around annual renewals and cancellation policies.Weve been using Verizon Connect for three years to support our GPS tracking needs. While the service was generally adequatethough somewhat expensiveat no point during the sales process were we clearly informed that the agreement was a non-cancellable annual contract. This critical detail was apparently buried in a lengthy contractual agreement, rather than clearly communicated upfront.The nature of GPS devices in service vehicles is such that they are typically set and forget unless theres an issue, so we werent actively reviewing contract terms or service dates. We recently decided to cancel simply because we no longer need the service. Unfortunately, we apparently missed the automatic renewal window by just one month and were surprised to learn that we are now being asked to pay over $2,000 to terminate the contract ******** a long-time Verizon customerwith over 25 years of loyalty and nearly $1,000 per month spent on wireless servicesthis experience is deeply disappointing. The rigid enforcement of these terms with no consideration of customer history or good faith is frustrating and feels out of step with the service weve come to expect from Verizon.Its unfortunate to feel like customer loyalty holds so little weight when it comes to these inflexible and poorly disclosed policies.

  Business Response

  Date: 07/16/2025

  Thank you for bringing this to our attention.

   

  Based on the email we don't have an account associated with that email. The account associated with the phone number has no balance. On case ********, ***** ****** documented the following. "Recv'd a text response to call to customer, from ***** *******. Per text, customer does not want to restore service. And, has made payment on 7/7/2025. Closing case, as no further action to be taken.
  "Hi ****** I do not want to restore service. I have paid everything off today"

   

  We're happy to investigate further but based on the account information we're able to pull up no further action is needed. Please note Verizon Wireless and Verizon Connect are separate business units. 

• Initial Complaint

  Date:06/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been attempting to cancel our Verizon Connect account since June 2025 but have been unable to complete the process due to a lack of response and direction from their team.We were quoted an early termination fee (ETF) that we disagreed with, but ultimately agreed to pay in order to close the account. Despite confirming this with our account representative, we have not been given any instructions or next steps to finalize cancellation or submit payment.This follows multiple ignored emails in May 2025 to several Verizon Connect representatives which contributed to our decision to cancel in the first place. The service has been unresponsive throughout, and we are now stuck in limbo, trying to close our account with no guidance from the company.

  Business Response

  Date: 07/03/2025

  Thank you for notifying us of this issue. Please be advised that Verizon Connect is currently reviewing the claims made by the customer. We are working diligently to investigate the issues raised and will provide a comprehensive response as soon as our review is complete.

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23527103
  
  I am rejecting this response because - still waiting on confirmation of next steps - how to pay Early Termination Fee, why isn't the account closed until 08/31/25 when I requested cancellation in mid-June, what do I do with the equipment.
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 07/16/2025

  The cancellation process typically takes one to two billing cycles to complete because it involves reconciling multiple systems. Once the cancellation is complete a bill will be sent with the agreed amount. Used equipment can be disposed of based on city/ state ordinance. New equipment will be requested back. A prepaid postage can be sent for convenience.

  Customer Answer

  Date: 07/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our subscription is terminating on 9/11/2025 and I have followed all of the steps required to cancel my subscription multiple times. However, Verizon will not respond to my requests and continues to send me notices that if I do not take action by 7/13/2025 to cancel my subscription, it will automatically renew at the current ************ are the steps I have taken:02/27/2025 I notified my account manager that we wanted to cancel our subscription at the end of the term via email.05/05/2025 and 05/12/2025 I again notified my account manager of the desire to cancel our subscription at the end of the term via email response to his renewal email.05/14/2025 I received an email notifying me of the upcoming auto renewal stating I needed to contact Customer Support by 7/13/2025 to indicate I do not want services to renew.05/28/2025 I contacted Customer Support to indicate my intent not to renew my services and case ******** was created and I was told I would receive a call from my account manager to within 72 hours to handle the termination. I never received a call.06/05/2025 I created a service cancellation case ******** using the on line cancellation portal. I also called Customer Support to report that I had never received a call from my account manager for the case I created on 05/28/2025.06/10/2025 I received an email stating my case ******** had been closed.06/13/2025 - I received another email notifying me of the upcoming auto renewal stating I needed to contact Customer Support by 7/13/2025 to indicate I do not want services to renew.06/16/2025 I contacted Customer Support explaining the history of this cancellation activity. They created case ******** and I was told the case would be escalated to my account managers supervisor and I would receive a call from my account managers supervisor within 72 hours to handle the termination. I never received a call.

  Business Response

  Date: 07/03/2025

  We have successfully addressed the customer's request and provided the necessary assistance. The customer is satisfied with the resolution we provided.

  Customer Answer

  Date: 07/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******