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:09/24/2025

  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.

  Ongoing for months. We are being billed for non-functioning asset trackers. Units were to be replaced with functioning ones, we received ones that won't activate and they continue to bill us for them. Case after case has been opened with no resolution. Was assured this issues would be resolved at contract renewal earlier this year, it has not been done! We have 20+ units that don't work some have been inactive for over a year!!!I have attached a list on defective units that was sent to Verizon August of this year. Some replacements have been sent, NONE will activate and we are still being charged and getting the run around. I have spent more hours than I can count. It has effected my health and how we run our day to day for the trucking portion of our company. I don't understand how they are allowed to continue these deceptive practices!!

  Business Response

  Date: 09/25/2025

  Thank you for bringing this to our attention. Case 09809079 has been created and assigned to our executive escalation team. Please allow 1-2 business days for this to reviewed. We should have an update shortly. 

  Customer Answer

  Date: 09/26/2025

   
  Complaint: 23928664
  
  I am rejecting this response because: Creating a case is not a resolution. I have had several cases regarding this issue and they have been ignored or pushed back on us to solve something we have no way of solving as it is a Verizon equipment  issue.

  5/6/25  Case: ********; 5/20/25 #********; 8/5/25 #********; 8/19/25 #********; 9/25/25 #********.

  These cases are for just this time around. There were several others prior to contract renewal of which the problems still exist- being billed for non working units - refuse to help with activating replacements that won't activate - receiving emails stating they tried to reach us when they either did not or when they stated they called it was after hours or on the wrong phone line that was never given to them (our fax). They were informed several times of our hours of business and contact phone #.

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

  Business Response

  Date: 09/29/2025

  We've already been in touch with the customer and are focused on resolving this. We're committed to fixing all the issues they've raised and will also apply a credit to their account for the downtime.

  Customer Answer

  Date: 09/30/2025

   
  Complaint: 23928664
  
  I am rejecting this response because:

  Although they have reached out and made an effort to get this resolved it is still in process with an open case.

  I will only accept and sign off once everything has been resolved. 

  I in good faith the last time signed off and some of the items of issue are still open as this point (several years later).
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/19/2025

  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.

  Starting in March 2025, we canceled our Verizon Connect account. Every month, they charged us another $103.00 and we would call to cancel. They acknowledged and said they will close the account and reimburse us. In August, I found a **************** *** who could see that the account had not ever been closed and indicated he did and I would receive a check in 6-8 weeks. At this point, 9/19, they have closed the account and now credited the closed account with the ****** that they owe us. I am filing a complaint because this has been months of dealing with Verizon Connect and has been extremely stressful and quite frankly no need. I think that people should be aware of the challenges when working with Verizon Connect. I am still trying to get them to give me my money.

  Business Response

  Date: 09/25/2025

  Hi Virginia, 

  We apologize for the inconvenience.

  We'd be happy to help and look further into this however your address you provided pulls up an account that your not listed on and your name is attached to a completely different account. Can you please clarify the account number and account name so we can assist. 

• Initial Complaint

  Date:09/11/2025

  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.

  In September of 2023 I entered into a yearly contract with Verizon Connect to monitor my equipment for $60 per month. I renewed in Sept of 2024. I recently made effort to ****** this contract before the September 2025 close of my second year of contract. upon making the cancelation request I was told the contract required notification 60 days prior to the close of the 12 month contract and that my contract was auto renewed for 3 years. I have informed the company my request for cancelation was mailed 60 days before the close of the contract and the dispute is ongoing. But the auto renewing of the contract for 3 years is absurd and clearly unethical.

  Business Response

  Date: 09/13/2025

  Thank you for bringing this to our attention. We've created case 09777432. Please allow 1-2 business days for a member of our executive care team to reach out. 

• Initial Complaint

  Date:09/10/2025

  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.

  Our company operates a fleet of about 300 Verizon Connect units, of which only around 150 are currently functional. Several of these 150 units have not worked properly since their initial installation approximately four years ago. At one point, Verizon acknowledged the issue and began sending replacement units for installation. However, I still have over 75 replacement units sitting unused in my office for more than two years, as they were never installed or supported by Verizon.Earlier this year, I contacted Verizon Connect to request termination of the non-functional units from our contract, without early termination penalties, while keeping the functional units under contract. Verizon Connect refused this request, insisting that we must continue paying for all 300 units, regardless of whether the devices ******* short, Verizon Connect is charging us for services it has not provided, has failed to replace or repair units in a timely manner, and has refused to offer a fair resolution despite multiple attempts to resolve this matter. We are simply asking to be charged only for the units that actually work, or to terminate the non-functional units without penalty.

  Business Response

  Date: 09/11/2025

  Thank you for bringing this to our attention. Our executive care team has created case 09772995. Please allow 1-2 business days for a response as it will take time to do some research. 

• 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.