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:05/16/2023

  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.

  On November 1st, 2022, our company purchased *** and monitoring services for our fleet of drivers. However, upon receiving the *** devices, we realized that they did not come with the required log books. We immediately contacted the provider and, after a long wait time, spoke to a representative who assured us that the log book would be sent separately.Unfortunately, one of our drivers was pulled over by the **************************** (***) and received a formal complaint for not having a log book. Concerned about compliance, we began searching for alternative log book solutions to adhere to industry regulations.In light of these issues, we contacted Verizon to cancel the services. Shockingly, they responded with a demand for a $1,500 contract cancellation fee for unused services. We expressed our dissatisfaction, highlighting that they failed to provide the agreed-upon service as stated in the contract and that we had been warned by the *** for not having the required log book. Despite our attempts to resolve the matter, they did not provide a satisfactory response and are now billing us $4,177.95 for services that were not rendered.Once again, we contacted Verizon, explaining the unfairness of the situation and emphasizing that we should not be charged for services we did not receive. Their response was to pay the outstanding balance and then they would issue a credit. Unfortunately, we are unable to afford such a payment, and it is unjust to expect us to pay for services that were not provided in the first place.We kindly request your intervention to address this issue and ensure a fair resolution. We firmly believe that we should not be held responsible for charges related to services that were never delivered. We are open to discussing a fair and reasonable resolution that acknowledges the lack of service and the inconvenience caused.

  Business Response

  Date: 02/26/2025

  Thank you for your email.
  We apologize for your negative experience. We take our customer satisfaction seriously and appreciate you reaching out.We see the account is now closed.A bill credit was successfully applied to your account for charges occurred. If you have any questions or need further assistance, please don't hesitate to reach out @ ***********************************************************************  Thank you, Verizon Connect

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a couple fleet tracker with Verizon Connect in early 2022, it worked fine and was initially happy with the service and installation time so I attempted to add more over time. Once I started to add more of these trackers, the tracking devices either never was mailed, and while the few that was mailed was never installed. At this point, I started registering my complaints and notifying them of the on-going issue which they would always report that it had been filed and that the account manager would resolve. This matter never got resolved and instead would get automated calls on these outstanding bills for services never rendered. I would then call the customer service, then the agent would issue partial credit and became a cycle. I got fed up of this cycle, and then requested a total cancellation of the account in December 2022, and the agent mentioned due to the circumstances, they would proceed with the cancellation with no penalty and credit all outstanding amount since it was never my fault many of these devices were never received. Now it has been almost 6 months, and each month, the cycle repeats. The automated calls, then its waiting on the phone for several hours to speak with an agent, then speak to the agent to explain the issue, then the partial credit, then back again the following month. I complained about this automated calls, and explained why I had stopped paying this account due to this matter. I have had to repeat information to the various Verizon Connect departments, which is very frustrating as it shows the record is not being passed along well, and then puts the onus of explaining each issue from the beginning again rather than have the agent walk you through until the matter gets to a resolution. In each of my past complaints made written to some of the customer agents, I would appeal to them that please follow-up with me on this matter in 2 weeks because it is hard to get another agent and explain but they never do.

  Business Response

  Date: 09/09/2025

  We apologize for the delayed response. We are currently working through a back log that has recently been brought to our attention. Based on the complaint we see that the account is closed and currently reflects as ex-customer. We submitted a credit BA#************** being approved on 12/21/2023 that reflects the account is free of any balance or fees.

  
  

• Initial Complaint

  Date:05/16/2023

  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 were paying our bill of $315.00 monthly for their service, and suddenly they started charging us extra for dash cams. We do not have dashcams, never had dashcams. Since September 2022, we have been asking them to correct this issue. Multiple times we have called and emailed. Every month sometimes more. We have been promised they would, but they don't. Each month the next bill comes with the same problem. None of them have done anything to correct this issue even after numerous ones tell us they will. When we attempt to call them back or email they are no where to be found, and it goes from person to person without any resolution. This is getting out of hand. Our act# ************ still has charges racking up against us for dash cams that we never had. Some of the names of those we have spoken with (or emailed) at Verizon are: *************************, ***************************, ***********************, *********************** ************************************************************************************************************************************, *****************************, ************************************************************ ********************************************************* and several others. Several of their emails now bounce back as no longer good emails. We desire them to take off those extra fees, adjust our balance due, and correct our monthly bill ASAP please. If they can't do the math to adjust this, they need to zero it all out because, we have sent them the $315.00 monthly that we owed. We are not behind on paying them. They need to correct their error. Thank you for your help.

  Business Response

  Date: 09/09/2025

  We apologize for the delayed response. We are currently working through a back log that has recently been brought to our attention. Based on the complaint The 5 dashcams on the account were cancelled with a 0 early termanation fee credit BA#************** was submitted and approved on 08/25/2023.

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted 10+ times to have a truck removed from my tracking system- I continue to get billed for this truck and the customer service continues to tell me they will have someone contact me within 2-4 business days. I have yet to hear from anyone after 10+ calls.

  Business Response

  Date: 09/09/2025

  We apologize for the delayed response. We are currently working through a back log that has recently been brought to our attention. Based on the complaint we see the issue has been resolved. Case ******** reflects a unit removed and fleet reduction processed.

• Initial Complaint

  Date:05/15/2023

  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.

  I have been trying to cancel my account with ********************************************* for at least 6 months for a service I hadnt used for at least a year. Finally I had no choice but to shut off the credit card to stop payment. I sent them a letter to shut it off the service. I sent them an email to shut off the service. And I called them multiple times to shut off the service. And now Ive been battling with them for months and months to get a credit back on my account for the unused months. All they do is give me a case number and tell me they will call me back in 72 hours or less and they never do. *** been told on the phone multiple times that a full credit would be given and that they would be calling me back to process the credit. I am beyond frustrated.

  Business Response

  Date: 02/26/2025

  Thank you for your email. We apologize for your negative experience. We take our customer satisfaction seriously and appreciate you reaching out.We see the account is now closed.A bill credit was successfully applied to your account for charges occurred. If you have any questions or need further assistance, please don't hesitate to reach out @ ********************************************* Thank you, Verizon Connect

  
  

• Initial Complaint

  Date:05/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello the other day we did this but not sure it went through . We have a small trucking company and we were interested in cameras for the trucks' found some on line with Verizon connect fleet USA LLC. we got the cameras in August and had them until December never being able to use them due to them not getting us the wiring that was needed to hook them up and so they were never used at all but all the months they were charging us and still to this day trying to get money from ** we sent them all back with everything we had from them and they received it all January 3 2023 they are very hard to talk to they always tell you that you have to call early to get someone you need to talk to they open new cases but never fallow through they recently emailed us a bill for over ******* we own them nothing never used the product returned it due to they didn't provide what was needed bad communication nobody ever calls back don't know what else to do

  Business Response

  Date: 09/09/2025

  We apologize for the delayed response. We are currently working through a back log that has recently been brought to our attention. Based on the complaint we see that the account is closed and currently reflects as ex-customer. We submitted a credit BA#************** approval date 06/07/2023 that reflects the account is free of any balance or fees.
   

• Initial Complaint

  Date:05/12/2023

  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.

  Ive been trying to cancel this account since 2021. Was making payments until 2022 just to keep the good faith. Was told the account would be closed since 2021 and here it is 2023 and the account is still open. Have several documents showing that I spoke to them and it would be cancelled.Also filed a BBB complaint back in 2021

  Business Response

  Date: 02/26/2025

  Thank you for your email. We apologize for your negative experience. We take our customer satisfaction seriously and appreciate you reaching out.We see the account is now closed.A bill credit was successfully applied to your account for charges occurred. If you have any questions or need further assistance, please don't hesitate to reach out @ ********************************************* Thank you, Verizon Connect

  
  

• Initial Complaint

  Date:05/11/2023

  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.

  We got a GPS for a trial and decided the service would not work for us. It was returned by a them setting up a ***********. Everything was okay until about 18 months later we started getting bills. I've been calling every two weeks to get this resolved but we never get phone call back. Csms send an email asking me to confirm the cancellation and then quit responding. They all say they are going to help, but nothing has been done. They have admitted this is a mistake and should be fixed but continually threaten to send me to collections and ask for money even though I don't owe anything. I have probably spent 15 to 20 hours on the phone on hold since October of last year with no resolution. Attempting to send me to collections over a bill for a service we never had sure feels like extortion. I have never had such a nightmare dealing with a business before.Attached is just a small sample of the emails and proof I have. It has been endless.

  Business Response

  Date: 02/26/2025

  Thank you for your email.
  We apologize for your negative experience. We take our customer satisfaction seriously and appreciate you reaching out.We see the account is now closed.A bill credit was successfully applied to your account for charges occurred. If you have any questions or need further assistance, please don't hesitate to reach out @ ***********************************************************************  Thank you, Verizon Connect

• Initial Complaint

  Date:05/09/2023

  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.

  We have a trucking company and were looking for cameras for the trucks and got some from Verizon Connect Fleet USA LLC and we received them in August from August to December we were playing phone tag they couldn't get ** what we needed to even use them they kept sending the wrong wiring so we actually never had a chance to even try them but all those months they were charging us for something we couldn't even use they had automatic withdraw from our account (we had to have the bank stop letting them withdraw put a hold on it ) Then in December finally they sent me something to return all the cameras and wrong wiring back to them everything we had from them went back it was delivered to them by *** on January 03 2023. We continue to get billed from them we have nothing never used the product and they never get back to us on our phone calls now we received a bill for $ ******* . Ever time you try to call you get the people who answer all the phone calls and all they say is we will open another case which how many cases does it take to finally have someone call back. We want this done but can't do anything to get to the right person to get this taken care of can you please help

  Business Response

  Date: 02/26/2025

  Thank you for your email. We apologize for your negative experience. We take our customer satisfaction seriously and appreciate you reaching out.We see the account is now closed.A bill credit was successfully applied to your account for charges occurred. If you have any questions or need further assistance, please don't hesitate to reach out @ ********************************************* Thank you, Verizon Connect

  
  

• Initial Complaint

  Date:05/08/2023

  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.

  I subscribed to fleet tracking services for my trucking company and the service has been unacceptable.As a trial, I moved one truck and 3 trailers to the Verizon Connect service. Since January, I relied upon this service to track mileage for fuel tax reporting and electronic logging service. After the 3rd truck device failed to provide consistent service, even after being forwarded to the development team, it was clear that this was not the advertised service and my DOT required compliance was being affected.Communication with customer service was infuriating and I have not once received a response from my assigned "Customer SUCCESS Manager". On April 21st, I spoke with **************************** to cancel my service. I was given a "Cancelation Request" format for which to respond along with an early termination fee schedule of $832, of which I have disputed.Once submitted, I received no response. I emailed a follow-up request on April 26th.I called last week and was informed I could not be transferred to that department but that they would need to call me and would do so within 24hrs. Still no response

  Business Response

  Date: 02/26/2025

  Thank you for your email.
  We apologize for your negative experience. We take our customer satisfaction seriously and appreciate you reaching out.We see the account is now closed.A bill credit was successfully applied to your account for charges occurred. If you have any questions or need further assistance, please don't hesitate to reach out @ ***********************************************************************  Thank you, Verizon Connect