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: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:

  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 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

• Initial Complaint

  Date:06/01/2025

  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.

  Complaint Against:Business Name: Verizon Connect Business Type: GPS Vehicle Tracking / Fleet Management Website: ************************************************ Summary:I was misled by Verizon Connect regarding the capabilities of a camera system. I was specifically told that the system included live view video, which was a key reason I agreed to install it.However, once installed, I found that the live view feature was not available.Complaint Details:After discovering that the live view feature promised by Verizon Connect was not present, 1 immediately contacted customer service and informed them that I would not be using the camera. I requested a return label to send the equipment back. Despite repeated follow-ups over the course of more than a month, I have not received the return label. I contacted the support service several times by calling their number and also contacted them by email. They sent me an email confirming that no charges would be taken from me (I am attaching a photo of the confirmation)Instead, Verizon Connect has continued to send bills for a service that I have not used and for the cancellation fee and that was misrepresented to me. This is both deceptive and unfair.I have made good faith efforts to resolve the issue by contacting customer service multiple times, but I have received no resolution.Desired Resolution:1. Immediate cessation of all billing related to this account.2. Cancellation of the service without penalties or fees.3. A prepaid return label for the equipment.4. Written confirmation that my account will be closed in good standing and no further charges will be pursued Status: Ongoing, unresolved.

  Business Response

  Date: 06/03/2025

  Good Afternoon,

      Thank you for sending this over. Verizon Connect will research the account and reach out to the client to review their concerns within 24 - 48 hours. 

   

  GCS Escalations Team 

• Initial Complaint

  Date:05/30/2025

  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 a monthly contract for a 12 month period for vehicle tracking devices are not being billed according to contract. First invoice was billed at $150.96 for the month & billing units is not correct - billing period dates not month to month per contract. The second bill was billed at $209.00 and also accounting for specific dates and not month to month basis per contract. I spoke to account *** that is trying to say devices were activated at different times and that is the cause for additional charges but that's is NOT what our service agreement states. Attached copy for terms of agreement. Does not specify anything in regards to activation dates and additional charges. All devices were received at the same time and should be billed according to the agreement - 5 devices at $30.00 ea per month for total of $150 a month

  Business Response

  Date: 06/03/2025

  Following a review of your dispute, we have identified a discrepancy and will be crediting the disputed amount. We have already contacted the customer to inform them of the resolution and have apologized for any inconvenience or confusion this may have caused.

• Initial Complaint

  Date:05/22/2025

  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've tried numerous times to cancel the account. The help desk line always assures me that someone will reach out to us within a few days. Since 3/18/25, I have not gotten a response by phone or email from someone who can help us. I've call in to cancel 3 times and email our account managers and support team several times.They continue to bill, make collection calls, and threaten to send our account to a collections company. I just need someone to help us close the account, credit back any charges beyond 3/18/25, and to give instructions on what to do with the old equipment.Sincerely,**** *******, Controller *********************************

  Business Response

  Date: 06/06/2025

  Thank you for bringing this to our attention. We apologize that you had a negative experience. We see the account closure was approved and the buyout fees were waived as well. A credit has also been issued and the customer has been advised to call AR to request a check. Please contact us at ********************************************* for further assistance. Thank you, Verizon Connect

• Initial Complaint

  Date:05/21/2025

  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.

  On approximately May 16, 2024, my company (*********************) signed a contract with Verizon Connect for fleet management services. We paid a total of $8,040.28 to date. We were explicitly told the system would include dispatching, scheduling, real-time GPS tracking, security alerts, and video capabilities. These features were a key reason for our purchase, as we are a mobile healthcare provider who depends on accurate fleet logistics to deliver patient care.After signing, we found out the system did not include most of the features promised unless we paid for third-party add-ons, and some features were being sunset entirely. None of this was disclosed before signing. One of our vehicles was stolen with medical equipment inside. Verizon Connect sent no alert and could not retrieve any footage support told us the only way to get video was from a SIM card inside the stolen camera. Another vehicle was vandalized with no alert, and support again offered no resolution.Despite repeated emails and calls, Verizon Connect refused to provide a copy of our contract, dismissed our concerns, and now insists we cancel autopay but will not provide a release from liability or stop billing us. They are demanding an early termination fee of $1,134 even though they failed to deliver what was promised. We have tried for nearly a year to resolve this and are requesting contract cancellation with no penalty and a full refund.

  Business Response

  Date: 05/22/2025

  On the matter of the stolen vehicle and the billing for it, it's important to note that our contracts are device-based. Automatically reducing the fleet size upon the report of a stolen vehicle could trigger early termination fees under the existing agreement. We will internally address the concerns of Support not offering to send a replacement unit for install in a different vehicle. Although Dispatch was not in your contract, we enabled the feature as a gesture of goodwill. We apologize that you were unable to utilize the feature for your company. The failed alerts were likely due to a hardware, for which the contract provides provisions.
  
  Regarding your requests for resolution, our final position at this time is as follows:
  We have submitted a credit for the April and May invoices. For security reasons, we are unable to initiate a direct check on the customer's behalf. However, you may contact our ****************************** at ************ to request a check.
  We will be sending a DocuSign agreement to initiate the cancellation process for your account. Please be assured that ************* Imaging will not be charged any Early Termination Fees. Should any further invoices be generated by our accounting system after the cancellation, please forward them to the *** team directly so we can ensure they are promptly credited. We also advise that you remove your card information from autopay if you have this enabled.
  We must respectfully decline your request for a full refund of $8,040.28.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23362286
  
  I am rejecting this response because:

  Verizon Connects response continues to misrepresent the facts and avoids taking responsibility for the harm caused to our *********************************** imaging business.

  
  1. "Our contracts are device-based. Reducing fleet size could trigger early termination fees."
  We informed Verizon Connect immediately after one of our company vehicles was stolen in December 2024 with a GPS camera installed. No movement alert or geofence alert was triggered, and when we contacted support, we were told the only way to retrieve footage was via the *** card inside the stolen camera. Verizon Connect continued to bill us for this stolen unit for nearly 5 months, despite knowing the device was unrecoverable. There was no mention of support offering a replacement or proactive resolution.
  This is not just a technical failure it's a refusal to stop billing for a product Verizon Connect knew could no longer be used.
  
  2. "Dispatch was not in your contract, but we enabled it as a goodwill gesture."
  If dispatch was not part of the product we were sold, then why did Verizon Connect attempt to activate it after implementation? Activation of a sunset feature is not a goodwill gesture it's an admission that it was expected to be functional. Verizons own team, including ****** ********, attempted to enable this after our repeated complaints further proving we were promised functionality that did not exist.
  Goodwill is meaningless if its used to cover up the failure to deliver on a core feature.
  
  3. "Failed alerts were likely due to hardware, which the contract covers."
  Verizon Connect failed to deliver basic functionality:
  No alerts during a theft
  No alert during a vandalism incident
  No alert when the device went offline
  Claiming this is covered by contract provisions is a deflection. You cannot blame hardware when the system failed to serve its purpose to protect our vehicles, our patients imaging equipment, and our operations.
  If hardware failure is that common and undetectable by your system, then your platform is not suitable for critical healthcare field operations.
  
  4. "We cannot issue a check, but you can contact AR directly."
  After a year of failure, billing issues, and complaints, Verizon Connect expects us to do more legwork to get a partial refund. A truly customer-focused business would have coordinated and resolved this directly without pushing further responsibility onto the customer.
  
  Summary:
  We have paid $8,040.28 to Verizon Connect for a system that never functioned as sold. In addition, we have spent over 200 hours of internal staff time (valued at nearly $6,000) coordinating device installs, troubleshooting failures, and transporting vehicles between ****** and ********** to make the system operational.
  We are a ******** and ********-approved healthcare provider, and the failures of this system have impacted our ability to serve patients in rural and underserved areas. This is not about credits or goodwill its about contractual failure and operational damage.
  
  Final Position:
  We respectfully request a full refund of $8,040.28 in recognition of the failure to deliver the contracted services. Additionally, any consideration toward the over $6,000 in internal operational costs our company incurred in attempting to implement and troubleshoot Verizon Connects system would be appreciated as a gesture of goodwill.

  
  If Verizon Connect continues to refuse, we will move forward with formal complaints to the ************************ (***), the Nevada Attorney General, BBB arbitration, and the ******************************************** Office of Inspector General (*** ***) due to the impact on our operations as a federally contracted medical service provider.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 06/02/2025

  We have been in direct communication with the customer regarding the concerns raised in their complaint. We have reached a resolution with the customer. As part of this resolution, the customer has been released from their contracts with us, and all associated early termination fees have been waived. We are glad we could come to an amicable agreement and we encourage any customers with concerns to reach out to us directly so we can work to address them.
  

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23362286
  
  I am rejecting this response because: 

  I am writing to formally reject the closure of this complaint, as it has not been resolved.

  Verizon Connect acknowledged fault and agreed in writing (via their Executive Escalations Analyst, ****** ********) to issue a full refund of $8,040.28 to Mantro Mobile Imaging. However, despite this written commitment, no payment has been received, and we have not received any further communication from Verizon Connect in over a week (June 4,2024).

  We believe this pattern of delay is unacceptable given the extent of damages their platform caused our federally contracted medical business. Until payment is received and this matter is fully closed, we respectfully ask that this case remain active and reopened as unresolved.

  Supporting documentation, including Verizons written confirmation of refund authorization, is attached for your review.

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

  Business Response

  Date: 07/03/2025

  The balance is currently sitting on the customers account. Our account receivable department will be happy to issue a check once it's requested.

  Marten nor anyone else beside our account receivable department can issue the check without proper verification.