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:02/14/2025

  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 been trying to review my contract since mid 2024. I have called Verizon connect support number ************, they just open tickets for my account *** to contact me. The account *** never calls. After months of trying she called back and said to send her an email requesting the information. I sent an email and she never ***lied. I call her daily, leave voicemails, text, emails, and nothing. Now costumer service is telling me that the contract that expires on 03/18/2025 was auto renewed until 03/18/2026. It looks like they are tying to avoid giving us info so they can keep us under the contract. I just want them to close my account and not having to talk to them again. I understand 2 of my devises are under contract and I know I will have to pay a cancellation fee but for the 3 that they auto renew instead of returning my calls I am not paying a fee for.

  Business Response

  Date: 02/17/2025

  Good Morning,

  Thank you for bringing this matter to our attention. Moving forward a representative will be in contact with the client within 24 - 48 hours to review their account and their concerns.

• Initial Complaint

  Date:02/14/2025

  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.

  Verizon connect provided us with trackers for use on construction equipment. After many months of support tickets and discussions, it was determined that the trackers we were sent did not work. Verizon connect support told us we could simply end services. We paid for the period of time we used the equipment, and were told we would not owe anything additional. We were put in contact with our account representative, ***** ****** who also confirmed that services were concluded and no money was due. I have received these communications verbally and via email (I still have record of him communicating that we owe no money). For several months, the verizon connect billing team still calls and emails me to demand payment. I've explained the circumstances, they say they understand. But I still continue to receive calls and emails about payment. I contacted ***** about this, he said it was an internal error and that i needed to sign a docusign - after this the matter would be closed. I've done this, and I am still receiving calls and emails about payments. They are now threating to send me to collections, and claiming I owe over $10,000. Which is very frustrating, as their own team is confirming that I do not owe anything to them. It seems that their account team needs to better communicate to their billing team, to show a zero balance due. I would like the harassing phone calls and emails to stop.

  Business Response

  Date: 02/17/2025

  The customers account has been credited for the agreed termination fee. They have been notified of the credit processing timeline and any outstanding charges. We have also offered assistance to address any questions or concerns regarding the resolution.

• Initial Complaint

  Date:02/12/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract scheduled to auto-renew 2/14/2025 I submitted a cancelation request via customer portal on 11/15/2024 - was told ******************** would call within 4 days to verify, which they never did. I was notified via email 2/3/2025 the "cancelation request case ******** was closed with no action"I initiated another cancelation request 2/4/2025 and it was closed 2/6/2025 with no explanation or action. On 2/6 a sales representative emailed me a proposal to buyout my contract that has auto-renewed for $831.65 She claimed i didnt answer the (2) phone calls from Verizon, so the account auto-renewed, but can provide no details when these calls took place (no voicemails, never had missed calls). She has stopped corresponding after I asked for these details and expressed my confusion as to being required to buy out contract that has been canceled via written notice.

  Business Response

  Date: 02/13/2025

  Thank you for contacting us. We have reviewed your account and identified a discrepancy with the auto-renewal. We will cancel your account without termination fees. A representative will contact you directly to provide an update and explain the next steps in closing your account.

• Initial Complaint

  Date:01/23/2025

  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.

  Im trying to get an early canceletion on a year subscription since December 9th. They stated I'll have to pay an early termination fee, to what I agreed to. They keep asking me to sign docusigns agreeing to pay the early fee and at to this point they haven't canceled the service. The terms of the current year period is March 2025, which is almost here, and I'm just looking to cancel and not get any renewal. They response via email is the team is still working but when I called the customer service line, they say there is not an active cancelation process open.

  Business Response

  Date: 01/24/2025

  After review, we found the cancellation agreement was signed on December 20, 2024. The cancellation to process 1 to 2 billing cycles to process. The customer will receive a final invoice with the agreed amount and their account will be closed. We will contact the customer and provide an update on our process.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22848646
  
  I am rejecting this response because the information was never communicated to me and if that's the case, the early termination fee needs to change, since 2 more billing cycle times puts me almost at the end of the contract.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/30/2025

  The customer was previously misinformed about the cancellation process. We have since provided the correct information and confirmed the cancellation and associated fees align with the customers request. We will make any necessary adjustments to the cancellation fees to ensure they reflect what was communicated to the customer. This issue is considered resolved.

  Customer Answer

  Date: 01/31/2025

   
  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:01/16/2025

  Type:Customer Service 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 a 3 year contract for Verizon Connect GPS tracking. I installed 1 device and monitored using the software. The software does not provide fluid tracking of devices, yet only ***orting time stamps. Additionally, my account is not showing drive history etc. A ticket was opened in which i was told the device is more than likely installed wrong. I then installed two more devices, and can track them while they are being driven but once stopped, again there is no history. My account manger was very responsive with me from the 12th-16th. I then went on vacation from *****. My *** even emailed me on 12-23-24 and 12-24-24I received the devices on ********. I informed my account ***resentative i wanted to cancel on 12-27-24. After some back and forth my account ***resentative ******** ********** went silent. I even asked him to inform me when the software was corrected so i can see if it will work. I heard nothing back. I tried contacting him on the 30th and 31st. At that point i reached out to customer service to initiate the cancellation. There was back and forth. *** said customer support must cancel and vice versa. Request ******** opened 12/31/24 and closed on 1/10/25 with no action. ******** opened 1/10/24 and closed 1/16/24 with no action. I created ******** and it was immediately closed. I can see all of these in my support cases. I am told there is a request ******** opened on 1-13-24 to close the account, it is with the account manager, but i cannot see this in my support cases. I have emailed my account manager daily and have gotten no response back from him. I call customer service daily and they tell me the account manger will contact me tomorrow. This branch of Verizon is a joke and an embarrassment to Verizon. I received my devices, they do not work for me. I have been trying to cancel at the 15 day ***** Just hit 30 days and got my first bill for the 3 activated devices for service from 1-15-25 to 2-14-25. Horrible service.

  Business Response

  Date: 01/22/2025

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact within 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team.

  Thanks
  GCS Escalations Team

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22821594
  
  I am rejecting this response because: The business just said they would contact me.  I have been contacted via email.  However, there has been no further follow up for a solution at this time.  I would like to keep this open to see what the business solution is.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 01/27/2025

  Hi ****, 
  We understand your frustration and concern with next steps. A member of our executive care team is dedicated to finding an amicable solution to your situation.***** reached out on 01/24 and was advised to call you back on 01/27 since you were at the dentist office. He called again today. No answer no voicemail. Subsequently, he followed up with an email asking if tomorrow would work for you. We can assure you that we're committed to getting your concerns addressed. For your convenience correspondence is documented on case # ********. Please work back with ***** as he will be your point of contact and best resource. 
  

  Verizon Connect

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22821594
  
  I am rejecting this response because:

  I have spoken with the *****.  A solution was provided. However, i was told it could take up to 60 days.  I would like to wait and see the actual follow through.  While i think it is valid, i have lost trust in this companies actions.  I want to wait for proof from the company the complaint has been resolved.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/16/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have used VC for about 7 years. Last summer our contract renewed for 3 years. I realized about a month later that 2 vehicles were no longer being tracked. I called and the person got them back on immediately. About a month later they were no longer being tracked again. Since that point I have been calling, getting assigned case number after case number, they get closed and nothing gets resolved. I have spent hours on this problem. Always told someone would get back to me within 72 hours. I never get a return call and then they close the case. They put those two vehicles back on billing 1/1/25, but I still can't track them. So I'm paying for something that I am not getting. This is not a cheap service. I don't trust anything anyone says there, but I have no control to make it happen. There is not "higher" up to get transferred to to get this resolved. The most current case number is ********

  Business Response

  Date: 01/22/2025

  Our Executive team will contact the customer to understand their needs and provide a suitable resolution.

• Initial Complaint

  Date:01/15/2025

  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 have a contract with this company for my business. We had untill January 6th of 2025 to call and cancel service so that a auto renewal would not be applied for another yearly contract. I did so October 8th 2024. To which I was told my account *** would call me within 48-72hrs. A weeks goes by with no call back. I call again, only to go over the same scenario. This happened yet again for a 3rd time with finally the *** calling back and confirming hed get my account cancelled. Fast forward to today January 15th and my account is in fact still active. So I call back YET again to find out there are three previous cases for this that were closed..with no resolutionbeing they kept my account active! And again the customer service *** makes a new case number and tells me my account *** will call me within 24-72hrs. This is beyond ridiculous and incompetent on part of the account ***, who I am now assuming has closed all three cases with no intention on canceling and closing my account. Now I am sitting on a 4th case to have my account canceled. I dont need someone calling me back to cancel a service that is not beneficial. Just cancel it as requested right then and there! At this point it feels like entrapment and theft by Verizon connect.. This is not who I want to do business or my company being affiliated with. The attached uploads shows the dates of them creating and closing my cases for the same request. This is dishonesty.

  Business Response

  Date: 01/22/2025

  Our Executive Team will contact the customer to understand their needs and provide a suitable resolution.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22814578
  
  I am rejecting this response because: A *** made contact we me stating the following "I understand your frustration regarding the renewal of your agreement. To clarify, your agreement requires a 60-day notice prior to the end date (November 7th, 2024) for termination or removal of the auto-renewal feature.
  
  While I see your request to terminate service on 10/8/2024, this falls outside the required 60-day window, leading to the automatic renewal of your agreement.
  
  To explore potential resolutions, I kindly request any documentation you may have that demonstrates a timely request for termination or removal of auto-renewal according to your agreement terms. This information would be beneficial in presenting your case to our finance department for review and consideration of an exception."

  As seen in my attachment, contact was to be made to Verizon Connect **************** BY 11/7/2024 to not auto-renew, therefor terminating service on 01/07/2025. This did not happen upon request made in OCTOBER. Instead they open and closed cases four times, with no resolution and very poor contact practices. Further more if I didn't give proper "60 day notice" prior to the *** above's "term date of 11/07/2024" to cancel, why didn't my account manager inform me of this when I spoke to him in late Oct 2024, why were there no email reminders to do so prior to that? Because its bs and improper poor management of my account!  ************ is a joke that seemingly ignores customer requests ***eatedly, and what feels like training their employees to talk circles (sending redundant emails) around their customers, that's very indicative to the numerous complaints here on BBB that are very similar to my own.  Again, not the type of business I want my business affiliated with.  I'd advise the same to my clients and business partners. Very shady, dishonest business practices. 

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

  Business Response

  Date: 01/24/2025

  We have contacted the customer and provided an update. As requested, we have terminated their service without penalty and credited their account for the most recent charge, which occurred after the requested cancellation date. We have fully addressed the customers concerns and now consider this matter resolved.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22814578
  
  I am rejecting this response because: To my understanding from what I was told, it will take up to 2-billing cycles for my contract to be terminated. There has yet to be a credit to my upcoming statement (which has actually been applied to my Verizon wireless statements). There will likely be billing for January maybe even February. With waisting my time, stress and the run around this company has caused, I am actually going to wait until this contract has actually been canceled and there are no applied charges that I potentially have to deal with from Verizon Connect. Unfortunately this is the level of distrust.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 late 2022, I had signed up for Verizon Connect, a vehicle electronic logging device for a business that I was starting up in April 2023. I received the equipment and after multiple attempts to get it working, I requested to send the equipment back to Verizon Connect and cancel my account. I obtained a return authorization and sent back all equipment. My credit card was hit for about $200 total (3 separate charges totaling about $200). I questioned the charges and was told that Verizon Connect would take care of it. I then received a bill for $2,944.38 and had to cancel the credit card to avoid the charge being put onto the card. Any contact with Verizon results in them assigning a case number to me and then nothing happens. I have since been given to a collection agency and I try to explain what happened and they keep contacting me to pay. The best that they did was ask if I would settle for 1/2 and I said would they be paying me? The collection agency called me a few weeks ago and I told them not to contact me again regarding this. I don't know what to do at this point. The equipment was returned (all of it including any additional items that they sent me to try getting it working). If they checked their system, they would see that I never used the equipment. Looks like they ignored my return and then doubled the contract value for a year (I am guessing that is how they came up with the total).They never provided working equipment after multiple attempts.I would like a refund of the amount that I was billed and paid ($176.00) and a cancellation of the $2,944.38 that they say that I owe them. I want something in writing saying that I do not owe them anything. If this isn't taken care of, I intend to pursue legal action against them. I'm now at risk of my credit rating being affected by this.

  Business Response

  Date: 01/17/2025

  Hi Santo, 

  We apologize for the inconvenience and the poor experience. 

  Team member, ********, has called, left a voicemail and sent a follow up email. She will be dedicated to getting your issue resolved. Case number 09172361

  Verizon Connect. 

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22778814
  
  I am rejecting this response because:
  Verizon reached out to me and sent information stating that the collection is cancelled and my credit will be returned in 1-2 billing cycles. 
  
  Thank you as the BBB was the only way to get them to address this.
  
  I will reach out if the issue has not been resolved.
  

  
  

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

• Initial Complaint

  Date:01/04/2025

  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 returned the defective device before ****** as per their contact agreement and have been charged $23 per month for 2 yrs asking every month for them to stop. I have emails showing they would cancel and time stamped emails of myself stating I will call corporate. They after myself telling them that it is fraud to charge my **** stopped charging yet now have me in collections for two charges. I have called a dozen times and emailed stating I can take legal action yet they continue to charge me. I told them its not about me wanting a refund but them doing whats in their own contract.

  Business Response

  Date: 01/14/2025

  Thank you for bringing this to our attention. We apologize that you had a negative experience.

  We see that the your account has been approved for a $0 Early termination fee ( nothing will go to collections), a credit was submitted and approved (credit number BA#**************) and Case 09135923 reflects an email from you confirming all is good to go on 01/07/2025.

  Please contact us at ********************************************* if you still need further assistance or there's something we missed 

  Thank you, Verizon Connect

  Customer Answer

  Date: 01/15/2025

   
  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.  Thank you for your time on the matter, Verizon connect after 2 years finally agreed to end this after I forwarded the complete evidence advising the next step would be legal action. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:01/03/2025

  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 Reveal Connect contracted to maintain tracking systems on our vehicle fleet. Tracking systems have not worked as stated since 1-17-2023. *** has been working diligently with Account Representative to rectify the tracking system not working. *** continues to have systems down and not tracking. Additionally in November 2025 being billed for ********** not received and never installed. Account representative agreed back in July that if QRS worked with him and support monthly and systems were still not up and running that he would close/cancel the account and waive the term of the contract as tracking systems are not reliable and do not function per the contract. No response from ****************** to ******************************* to open Case for Return instructions for all hardware- no instructions received. 1-3-2025 Opened Case 09129664 - second request return instructions . Account not updated for Auto Pay for December thus current outstanding balance for December is $1046.56 and not going to give them a good card to charge as I need to get this resolved and the contract cancelled with no cancellation fee.

  Business Response

  Date: 01/14/2025

  Thank you for bringing this to our attention. We apologize that you had a negative experience. We have engaged the account representative and advised to reach out within 48 hours to address all your concerns. 

  Please contact us at ********************************************* if you still need further assistance. Thank you, Verizon Connect