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:04/19/2023

  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.

  on 1 /24 /2019 I entered into an agreement for vehicle tracking with Verizon connect. It was a two year agreement i had problems with the service and 60 days prior to the end of agreement ( 1/24/21) i requested cancelization of my service. They would not and informed me it was now a 3 year **ntract and that the end date was 1/24/2022. I said it was not and produced my paperwork which did not specify. they sent me back a auto signed agreement (which i did not sign) that stated a 3 year **ntract. They said i must either **ntinue paying or **uld 'buy out the **ntract' Either **st was about the same, so i chose to wait the fictitious "**ntract" out. I did stop the auto pay and chose to pay monthly by ** check, which we have the **pys of. Then 60 days prior to the end of **ntract I sent notification of ending service as the **ntract stated. At my end of **ntract i stopped paying. I kept getting bills over the last 2 years I have **ntacted them multiple times and filed 7 customer success cases with their **mpany These are case# ********,06339008,0585583,06339008,06901297, and ********) all of which said they were resolved yet nothing happened. I also requested documentation each time of the deturminations and a direct email or a phone extension to the person i was dealing with each time I never received this. Now (April 6 2023)I received a letter from a **llection agency asking for *******. When I called this time to verison connect reveal support I spoke to a *************************** who informed me even if they waved the in**rrect fees there was nothing they **uld do with the **llection **mpany or my credit rating. i asked for his supervisor and was told there was no one else higher than him to assist me and it was my problem to deal with. It seems this **mpanys S.O.P. is to adjust things to there favor then make it so difficult to get the problem resolved that you just give up and pay them no matter what steps you have taken to cure the issue thanks ***********************

  Business Response

  Date: 09/05/2025

  We apologize for the delayed response. We're currently working through backlogged information that was brought to our attention. Based on the complaint we see that credit BA#************* has been processed and we've pulled the account from collections. 

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 19957947
  
  I am rejecting this response because: this was a 4 year process which verizon was wrong there should be no reason a customer should have to go thru this. I proved my case then still had to fight with the collection company! Very poorly run company with Zero customer service!  It seems the entire system is designed to make everything as difficult as possible for the customer
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/08/2025

  Hi *****, We apologize for the inconvenience and can assure you this was taken care of. The documentation that was attached is all prior to our communication to the 3rd party collections company. We reached out to the 3rd party collections company on 05/03/2023 to advise the account is free and clear. 

• Initial Complaint

  Date:04/18/2023

  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.

  In December of 2022, our truck went down and when we contacted Verizon Connect about either canceling the contract or suspending to prevent paying for a service we could no longer use, we were told it's not their problem. Not only this, but since November of 2022, we have been nearly double billed for the service. My debit card that was being billed had fraud on it and had to be cancelled. I have been trying to contact Verizon Connect to get the over billing remedied to no avail. Now I am receiving phone calls about past due account collection. The only department I can seem to get a hold of is the billing department.

  Business Response

  Date: 05/01/2023

  Thanks for the email!
  We've received your case # ******** .
  We will be in touch shortly.
  
  Thanks again,
  VerizonConnect Support

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19952432
  
  I am rejecting this response because:
  No answer from Verizon 
  They didnt try contact me or anything misread first email u guys sent my bad.
  Sincerely,
  
  *************************

  Business Response

  Date: 09/09/2025

  We apologize for the delayed response. We are currently working through a back log that has recently been brought to our attention. Based on the complaint this issue has been resolved. The account has is cancelled and reflects as ex customer. We've also submitted credit BA#************** to clear out the balance sent to collections.

  
  

• Initial Complaint

  Date:04/18/2023

  Type:Order 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.

  I signed a contract with Verizon about 1 year ago (April 2022). Verizon connect did not reach out to schedule installation of device in my vehicle until a couple of months after, at that point I was no longer interested in doing business with them. I have tried COUNTLESS times to cancel, as I keep receiving bills for a service that was never even installed!! Every time I call to cancel it seems as though no one is able to cancel. They state only a manager can cancel but can never get me in touch with the manager, or will transfer me to a non existent extension. One rep emailed me and CC'd the manager in the email stating I was attempting to cancel, they never responded to the email, today they send a bill totaling $2,116.51, again I NEVER RECIVED equipment or installation from them!!! & they make it impossible to cancel!!! They will not be getting a cent out of us because we never got a service out of them, and will never do business or refer them to anyone!! Please stop sending continuous invoices!!!!

  Business Response

  Date: 09/05/2025

  We apologize for the delayed response. We're currently working through backlogged information that was brought to our attention. Based on the complaint we opened case ******* to review the account. We see that this has been addressed. The account is cancelled currently reflects as Ex-customer. Thank for the opportunity and we apologize for the experience you had.

• Initial Complaint

  Date:04/13/2023

  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 used the Verizon Connect fleet GPS tracking system on our business trailer. The trailer was stolen but we were able to track down the unit and return it to Verizon Connect. We then proceeded to attempt cancellation because we could no longer use the service as the trailer no longer existed. We have evidence of multiple contacts made asking to cancel the contract but they continued to charge us. They are now asking for over $800 and have sent it to collections. We have attempted to pay the settlement but want to assure they will remove it from our credit. After multiple attempts of reaching out to the case manager they assigned us, I am here. Ideally, we would pay only the amount that **** have been charged for early termination, and have this removed from our credit.

  Business Response

  Date: 09/05/2025

  We apologize for the delayed response. We're currently working through backlogged information that was brought to our attention. Based on the complaint we see that this has been addressed the account has been cancelled. We have submitted BA#************** and pulled the account from outside collections. 

• Initial Complaint

  Date:04/12/2023

  Type:Sales and Advertising 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.

  I have contacted Verizon Connect on several occasions, and more often than not, there has been absolutely zero communication back. Or, the communication back to me is so hard to understand. The most recent one has got me filing this complaint. On the 6th, I called about one of their ELD devices completing scrambling one of our fleet ECMs. This vehicle had to go to the dealer to get fixed. Cost us extra money. They could not help me over the phone, rather had to create a case number and said someone would reach out in less than 48 hours. This has not happened. Then, upon research, it seems I've found out that we've signed several 3 year contracts for this company. While the service MOSTLY works fine, the customer service or lack thereof, is not going to work for us. We need to be able to utilize these devices with minimal downtime. There seems to be no sense of urgency with this company. We also use VZW for cellphones in our company. I'm considering canceling all of it.

  Business Response

  Date: 04/13/2023

  Thanks for the email!
  We've received your case # ******** .
  We will be in touch shortly.
  
  Thanks again,
  VerizonConnect Support

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19927605
  
  I am rejecting this response because: I don't want the timeline to expire. All their response said is they are looking into it. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/05/2025

  We apologize for the delayed response. We're currently working through backlogged information that was brought to our attention. Based on the complaint we see that this has been addressed the account has been cancelled and our team reached out in May 2025 to a credit that was on the account. 

• Initial Complaint

  Date:04/10/2023

  Type:Order 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 purchases the tracker plug in, no issues for the first approx 2 months, then we started having issues with the computer in the truck. After months of being back and forth from a mechanic we discovered that the tracker was causing the issue. We kept the tracker for months and continued to pay the monthly fee of $24.61 (unplugged and not using it) to make sure we didn't have another issue with the truck. No issues since. I contacted Verizon connect fleet and they stated below:"As stated your estimated Early Termination Fee of $459.75due to the early cancellation of your contract. With a discount of *****% your Total ETF $209.00, this is an estimated buyout amount to get out of your contract, it is available only for the next 30 days."I then asked for the contract that they said I signed. I also asked for a billing adjustment since we are not going to. pay almost $500, for an issue their hardware caused. They have yet to respond.

  Business Response

  Date: 04/21/2023

  Thanks for the email!
  We've received your case # ******** .
  We will be in touch shortly.
  
  Thanks again,
  VerizonConnect Support

• Initial Complaint

  Date:04/05/2023

  Type:Product 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.

  Account# ********************************************************** continues to bill me for equipment and service that I no longer have or requested. Back on09/22/2023 I contacted verizon to cancel the service for the two non powered device trackers I had and they sent me a return label(*** 1Z67Y1189066238673) to return the equipment back on 09/23/2022 in which I did return. The *** site says tracking information is no longer available after 120 but I'm sure they can be contacted to pull this info. They have continued to bill me for this service even though i returned the equipment. I have been calling them every month since then. Back in January of this year I return the other GPS tracker I ordered for my other vehicle. Each time I call i get a new person stating a case would be opended and that they will refund the over charges and remove the services that I requested to be moved months ago. I should only have services for my 2012 freightliner which is actually a ************************************************************************************************************************************************** why. Someone needs to fix this. This is totally ridiculous that no one from this company will take responsibility and fix this issue. The last person i spoke to was ***************************** who swore up and down that this issue would be corrected within a week. She even sent me an email after the conversation. And guess what, verizon is still over charging me and she wont even respond to my email. Totally ridiculous!

  Business Response

  Date: 04/26/2023

  Thanks for the email!
  We've received your case # ******** .
  We will be in touch shortly.
  
  Thanks again,
  VerizonConnect Support

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19900059
  
  I am rejecting this response because: It's nothing. It's basically the same thing they have been telling me now for the last 6 months. Zero action while still taking my money.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/05/2025

  We apologize for the delayed response. We're currently working through backlogged information that was brought to our attention. Based on our research we see that the account is cancelled. 

• Initial Complaint

  Date:04/03/2023

  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 are current on payments since 3/16 but service has not been restored/reactivated.

  Business Response

  Date: 09/05/2025

  We apologize for the delayed response. We're currently working through backlogged information that was brought to our attention. Based on the complaint we see that this has been addressed. Account has been amicably  cancelled.

• Initial Complaint

  Date:03/30/2023

  Type:Product 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.

  They are very efficient when I buy products. But when I received the product, I found that the product they provided me according to my car model could not be installed in my car. So I request a return. At the beginning, the customer service also created a case for me and said that they would mail me the return lable. But more than a month has passed, and my return case has not been accepted by anyone at all, and I have not received their return order. During this period, I called and emailed them many times, and they either ignored me or asked me to continue to pay. It is unreasonable to make me pay for a defective product!

  Business Response

  Date: 04/10/2023

  Thanks for the email!
  We've received your case # ******** .
  We will be in touch shortly.
  
  Thanks again,
  VerizonConnect Support

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19875332
  
  I am rejecting this response because:

  Nearly two months have passed and the same words are still being repeated. I need results, not endlessly waiting for your pointless replies

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/05/2025

  We apologize for the delayed response. We're currently working through backlogged information that was brought to our attention. Based on the complaint we see that this has been addressed. Account is cancelled, a credit was submitted BA#*************, account was pulled from collections and currently reflects a $0 balance. We appologize for the inconvience. 

  Customer Answer

  Date: 09/10/2025

   
  Complaint: 19875332
  
  I am rejecting this response because:

  This issue is not resolved. It took Verizon two and a half years to even respond to this BBB complaint. The only reason I received a refund was because I successfully disputed the charge with my credit card company, and the bank returned the money to me. Verizon never refunded me voluntarily, nor did they ever make any genuine effort to resolve the matter.
  
  At the time of purchase, Verizons sales and customer service were extremely efficient and responsive. However, once I received the product and discovered it could not be used, everything changed. I requested a refund, but Verizon ignored my request. I never activated the account, never used the service even once, yet Verizon still attempted to force charges on me.
  
  I repeatedly contacted Verizon in good faith to request a refund, but my attempts were ignored. Eventually, they stopped responding entirely. I had no choice but to file this BBB complaint, yet Verizon continued to ignore both me and BBB. Even worse, Verizon not only refused to process my refund but also shamelessly sent a debt collection agency after me. If Verizon had any genuine intention of resolving this matter, they would not have waited two and a half years to issue a passive response to BBB.
  
  This conduct is unacceptable and raises serious concerns about Verizons business practices. Taking customers money without providing a usable service, ignoring legitimate refund requests, and then pursuing debt collection constitutes bad faith, unjust enrichment, and a blatant disregard for consumer rights.
  

  I strongly reject Verizons response and do not want this case closed. The public deserves to know how Verizon truly treats its customers, so that others can recognize their unethical and irresponsible behavior.
  

• Initial Complaint

  Date:03/28/2023

  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.

  We wanted to start Verizon Connect for the gps for our fleet of trucks. We signed up in September of 2021 after we were told they would send someone to connect the devices to our trucks on a Saturday. Only to find out from their technicians that they refuse to drive in ** on a Saturday because of traffic. We explained we can't pull all of our trucks off the road at the same time during the week and that we were promised a Saturday for the install. They refused so we kindly asked to cancel. We officially spoke to our representative ********************* on October 4 2021 through phone and email. I have an email dated for October 5 2021 from ***** requesting Verizon cancel our service. They did not, and we continued to receive a bill. I call and emailed multiple times to send back their unopened box of equipment they didn't install. They continued to give us the run around and refrained from sending us the *** shipping label we needed. We took the whole box of equipment to a local Verizon store and they said they couldn't help. We continued to call and put in support tickets one after another. Finally in January of 2023 I speak to *******. She then promised to get this resolved, she did finally send me the shipping labels, I mailed them out right away. She promised the bill of $10,793.18 would be cleared since we were not able to use the service because they never installed them. Well, I just received a collection notice from ************************************************************ informing me that we are now in collections for this amount. I called them right away and they asked me to forward them all my emails. I have never dealt with a more inadequate company. They have lost our business and I will make sure all my business friends know what they did to us. Lets top it off by the call I made to them today to speak to someone in regards to this and was told for the 20th time someone will reach back out to me in ***** hours. Except they never call back.

  Business Response

  Date: 02/26/2025

  Credit has been issued to the account and the account will be pulled out of outside collections