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:07/16/2025

  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.

  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:

  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 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:

  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 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:

  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.

  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,
  
  ****** *******

• Initial Complaint

  Date:06/26/2025

  Type:Billing 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 been actively trying to cancel our Verizon Connect Reveal accounts for over six months. Despite numerous emails, phone calls, support cases, and assurances from your team, the accounts remain active and charges have continued.Our Account Manager, ***** ******, has told us multiple times that the accounts were being cancelled. Weve followed up through every proper channel, and the dozens of cases have since been marked closeddespite the issue never actually being resolved. We then heard from ***** *****, who also confirmed cancellation was being processed. Still, to date, we have received no formal confirmation, and no action has been taken. Communication has been delayed or non-existent.We have:Submitted cancellation requests through the appropriate online portal Repeatedly followed up via email and phone Escalated through our Account Manager We are still being charged monthly for both accounts and have been told they are being cancelled but they never are. This has been going on since January 2025.

  Business Response

  Date: 07/03/2025

  Thank you for bringing this to our attention.A member of our executive care team was assigned case ******** for review. He will reach out shortly to advise next steps.  

• Initial Complaint

  Date:06/23/2025

  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.

  Hello,I have dealing with constant issues with Verizon connect since I have joined this company. It has been close to two years and I am still unable to get a result. I have spoken to countless people at Verizon and spent countless hours trying to resolve issues.Reveal account closed and transferred to ******* September 2023 as ELD's could not be provided on Reveal. - Was billed for *** devices that were never installed - for months - was billed for incorrect amount of subscriptions - A promised credit was not processed for a very long time. once processed, it was applied to cancelled reveal account when we were forced to transfer to telogis - after reveal account was closed, we continued to be billed with automatic withdrawals from credit card on file. - once credit card was removed, credit applied to account was used to against future bills (months after the account was already closed and not active) - Telogis invoices are in CAD and billing is always converted to USD on credit card statement. This has happened since the transfer from reveal to Telogis. - All 5 trackers do not always work. - numerous cases closed from verizon and labelled as resolved with no resolution or explanation of why. Lack of responses to emails or delayed responses (sometimes over a month). Constant transfer between departments with no communication on their end leading to no results and wasted hours / days on my behalf. claims that reveal and telogis are different so credit cannot be applied to telogis.Latest of many case numbers - ******** I am now trying to cancel with no further charges and just forget about all the money ($5000 +) they "stole" from us and call it even. I would really just like the business relationship to be over with nothing going to collections or any legal action on either side.Really hoping BBB can help.

  Business Response

  Date: 07/03/2025

  Thank you for bringing this to our attention. We will review the complaint and reach out to the customer to offer a resolution.

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23507047
  
  I am rejecting this response because:
  Hello,
   
  They have contacted me and it is in process. Not resolved yet but it is on the right track.
   
  I will let BBB know once it has all been resolved. Thank you so much for the help with this.
   
  Regards,
   
  **** ******
  Sincerely,
  
  **** ******

  Business Response

  Date: 07/16/2025

  ****** ******* has reached out yesterday and today to provide next steps. We're waiting on the client to respond. 

  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:06/17/2025

  Type:Billing 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.

  From the very beginning, May 29th we received incorrect equipment and had to wait for an additional shipment (not once, but twice) and the tracking wasn't properly working. Numerous times, we ***orted issues with the *** not properly working. Dissatisfaction with the service was voiced numerous times; customer service was essentially non-existent. They either did not call back, or transferred us multiple times, or just did not help with the issue at hand. We tried to cancel the service in February and remove autopay, but were unsuccessful in getting thru to the "right" contact. We were quoted a cancellation fee by our account *** at this time of $3112. After this, she not longer communicated with us, simply stopped responding. More cases were opened, with no resolution. On April 16, finally received an effective cancellation notice - quoting the same $3112. Contract said that each month, that amount would decrease for the buyout - contacted account ***, again, no response. Received an additional bill for dates, after cancellation effective date and were charged $360.95 on May 16 for service dates (4/15-5/14). Then charged $3362.01 on 6/17. Which is more than the supposed buyout amount of $3112, but we aren't even able to see a final bill to see why we were charged any other additional amounts because they removed access to the online portal before sending out the billing confirmation. We were told that any bills charged after cancellation will be refunded, but they refused to send written confirmation of that. Problems persisted from the very beginning of our contract; no resolutions were made. We had vehicles that didn't track at all for months. We should not be responsible for paying additional bills or the full cancelation when we voiced our concerns and Verizon Connect did not correct the issues. Especially after your ***s, chose to quit responding.

  Business Response

  Date: 06/20/2025

  Good Morning,

       Thank you for sending this over. We will review the account and reach out to the client to address their concerns. 

   

  **** *****

  GCS Escalations 

• Initial Complaint

  Date:06/02/2025

  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.

  Verizon has auto renewed my vehicle fleet trackers even thou they (****) told me the was no auto renewal policy in place. I requested a cancel of services on 5-13-2025 (the 1 year anniversary) and was promised my account would be shut down. but they are still not canceling my service and are telling me i need to speak with a manager to cancel my service. Of course, moo manager is available, but they assure me within 72 hours i will receive a call. The entire time i am getting charge for a service a canceled.

  Business Response

  Date: 06/18/2025

  Thank you for bringing this to our attention. We apologize that you had a negative experience. We see that all units are reporting and a credit has been issued. You may call our AR department to request a check: ************, option 2. Please contact us at ********************************************* if you still need further assistance. Thank you, Verizon Connect