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:03/14/2023

  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.

  Shortly after ordering 2 sets of dash cameras I called, requested cancellation, returned unopened boxes of equipment back and received a notification of cancellation process. Its been 6 months since that and I tried to cancel account at least 8 times. They have opened 8 cases to close the account. Every single person I speak with saying it is last time and they will close the account but still absolutely nothing. Ive been receiving calls and emails to pay monthly payments and its accumulating and they want me to pay for service I dont use and they dont cancel. Its just a pure criminal. I have all they emails about opening cases and promises about closing account but after a phone conversation every single person refuses to reply back on my emails just to let me know why my account is still active. Please help, they want money for something dont use and they just simply ignore my requests cancel account. They dont say they wont cancel. They are saying oh sorry, we will cancel this time, we are really sorry but nothing, next thing I know I receive another call to pay. Please help

  Business Response

  Date: 02/26/2025

  Customer issues have been addressed as per the current account notes and the account is closed with a zero balance

  
  

• Initial Complaint

  Date:03/12/2023

  Type:Sales and Advertising 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 purchased a business in 2020 the prior owner had an used this company for gps on work trucks. We I purchased the company I had to switch the billing info. Never signed an agreement! This company has had the Gps fail several times and their system has stopped working costing me thousands in payroll. We I called to cancel they say I have a signed agreement which I dont. I have spent 38 hrs in the last three weeks trying to get the Gps to work again. They dont care and wont fix it. But have no problem charging me for the service. Stay away from this company they are garbage.

  Business Response

  Date: 03/23/2023

  Thanks for the email!
  We've received your case # ******** .
  We will be in touch shortly.
  
  Thanks again,
  VerizonConnect Support

• Initial Complaint

  Date:03/10/2023

  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'm a Verizon cell phone customer. Several weeks ago ********************** I contacted Verizon about purchasing more space on my phone and was told that was not possible. I was asked if I wanted to purchase a new phone, I declined. I have now received a bill for a phone which I did not want. I'm told a new phone was sent to me; I have never received a phone. In addition, Verizon claims I added a new line and travel pass; I did not. I have tried to report this issue to Verizon but their customer support system will not allow me to speak to a person. Instead I get recorded responses that do not match the issue I am reporting. In addition I am being threatened with collection action for a product I did not order and do not have.My Verizon phone number is ************ and my account ends in numbers ********. The bill I received totals $156.52. I request that Verizon cancel this bill, since I clearly told Verizon I was not interested in the phone, they supposedly shipped the phone to me (against my wishes) and, regardless of whether the phone was shipped or not, I have never received a new phone.My contact info is as follows: ************************, **** *******************************, ******, ** *****. My previous address (which may be on file with Verizon) was *******************************************************************. I would like Verizon to cancel this erroneous charge.

• Initial Complaint

  Date:03/06/2023

  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.

  Starting in June of 2022 we wanted to remove tracking on 5 vehicles that had been sold.. I was told everything was taken care of and I had doubts because they had not scheduled anything to fix a unit that was not reporting. They bill did not change, so in August of 2022 I called back. I was then told that the request had to be in writing and was given an email address. I sent the email and got no response and and the bill did not lower. Several calls have been made since then. Lat week, I called and spent over 5 hours trying to resolve this problem. The employees refuse to identify who they are, so there is no way to verify who told you what. They will only give a first name, and it is hard to tell how many people with that name work there. Eventually, I was told that we would have to pay a cancellation fee for the five units. I asked them to produce a contract and at first they refused. Finally, I was sent a copy of the contract and it is not my signature on the contract. I was told that someone would reach out to me within 24 to 48 hours. I call this morning because nobody has called me back and nothing has been done. We rely on the tracking information and I am locked out because we refuse to pay a bill where we have been overcharged for over 7 months and they refuse to fix the bill. I would be happy to send the emails to you, I just need your email address.

  Business Response

  Date: 02/26/2025

  Thank you for contacting us. After review of the account the customers account is now closed.

  
  

• Initial Complaint

  Date:03/03/2023

  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.

  I initially spoke with Verizon Connect in June 2021 about the use of asset trackers to track my assets. Verizon consistently and aggressively pursued my business until I signed and agreed to trial 2 units in January 2022. Initial conversation was that if the trackers operated as they should, I would expand to the remainder of my assets. I have been paying on these two units, which Verizon has been unable to get operational in my area/application . I have been promised refunds, returns and even given replacements, with still no operating units. Recently Verizon contacted me again to ask how my service was and if I was ready for additional units and once again, I expressed my complete disappointment. (I got the customer service phone number and email again.) Today I reached out to customer service again with no resolution. In the event you would need any additional information, please let me know as I have over 21 months of Verizon interactions with zero service available to me.

  Business Response

  Date: 02/26/2025

  Thank you for contacting us. After reviewing your account, we confirmed it was terminated due to non-payment. To settle your outstanding balance, please contact our collections agency directly.

  
  

• Initial Complaint

  Date:03/02/2023

  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.

  I signed a 36 months contract for ELD service on March 1, 2019, I rapidly had to switch to a different company due to associate business rules.So I've been paying the service without using it due to contract.My contract ended last year but I just recently called to cancel they said my contract was auto renewed and I had to keep paying I thought if you signed a 36 months contract and its been 48 months why do I have to pay another 12 months

  Business Response

  Date: 02/26/2025

  Thank you for contacting us. After reviewing your account and confirmed its cancellation. The customer agreed to and paid the buyout amount offered, closing the account in accordance with the terms and conditions of their agreement.

  
  

• Initial Complaint

  Date:03/02/2023

  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.

  Back in March of 2022 Verizon connect contacted us about upgrading our systems as they are all 3G and that is obsolete beginning in June. So I signed the contract to get the new equipment installed in the vehicles. They only sent 2 of the 5 units needed for our vehicles. We didn't get the other units until the end of May with a June 3rd install date. The units never worked correctly in most of the vehicles. They said they were shipping out new units as they couldn't figure it out and they would be here within a week. It took 3 weeks and by then we were out of time with compliance and filling out paper records which the state doesn't want us doing. So when they finally get here and the appointment for the reinstall comes about the guy who was supposed to come went home early and decided to not contact us and let us know. At this point we are just done and since the contract wasn't fulfilled on their part we chose to cancel it. Well they said we cannot cancel it without paying them a bunch of money for early termination as we agreed to a contract but they didn't get things up and going within the time the contract stated which was 90 days. It was just outside of the 90 days when all this finally got to the boiling point of not going to deal with them anymore as each department doesn't know what the other one is doing. They are saying we owe them money on the OLD contract with the 3G equipment because I never cancelled that contract BUT that contract was replaced with the new one and that is the one that I cancelled. I had to send them a copy of their own contract because they didn't have it in our file. This is a huge issue as they have not fulfilled anything that they said they would and we had to get someone else to come in and put to devises in the truck and pay them for the service because we cannot go against the state no one has asked what went wrong they only want money.

  Business Response

  Date: 03/06/2023

  Thanks for the email!
  We've received your case # ******** .
  We will be in touch shortly.
  
  Thanks again,
  VerizonConnect Support

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 19525259
  
  I am rejecting this response because:
  I didnt get that email like I said Their response was none that should have closed the case as it doesnt give any resolution at all is what I was saying.. if I dont get an email how on earth can I respond to it. Follow up should have happened as their response was nothing helpful at all.
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/16/2025

  Apologize for the delayed response currently working through a backlog.

  Based on our research we've found that the account is cancelled and currently reflects as ex-customer.

  CreditBA#************** was submitted on 04/11/2025 that cleared any balance or fees associated with the account.

  We also contacted our 3rd party collections agency and pulled the entire account.

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 19525259
  
  I am rejecting this response because: There was no balance on the account that was due. They actually told me they owe us money and they have yet to send us a check for the credit they said we were due for all the trouble that they have put me through with having to deal with this for years. credit number ************* dated 09/15/2023 in the amount of $2,931.92 should have been paid to us. We paid every bill up to the point of cancelling the service because they couldn't fulfill the contract that they signed with us. They made us go out of regulation with the *** because they couldn't get their upgraded equipment to work properly so we went with someone else who could make it work correctly and timely. I never asked for a credit but they said due to the situation and the records of all the calls back and forth that  were on file they owed us money for the lack of follow through. I sent all of this already to the file.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/18/2025

  As reflected in the attached email and contract, there is an early termination fee associated with clients who do not fulfill their contractual obligations and leave prematurely.
  
  
  While we acknowledge there was room for improvement in the 3G-4G migration process, we continued to attempt to support you throughout the migration. According to notes on the account, after your request to cancel, you became unresponsive and refused to work with us.
  
  
  The account was ultimately involuntarily canceled because no cancellation form was ever signed, which is a requirement. Since you canceled due to non-payment, you were billed the full early termination fee.The credit BA#2 was a gesture of goodwill to resolve your account and clear out all fees. 

• Initial Complaint

  Date:03/01/2023

  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.

  My company, ************************************* has a in vehicle camera and gps account with Verizon Connect. All was well until there was epic failure with the invoice team as to where over $6,000 was withdrawn from account at once. After there were noticeable vehicles added or removed from my business account (some vehicles not even being mine) the account was turned off. I have been told by two other employees that someone else would be handling it with no results. Every time, that said individual disappears and communication is at a complete stand still. No one knows to apparently, no finds have ever been put back in my account and no reactivations can ever be made. I truly believe this company is scamming businesses abroad.

  Business Response

  Date: 02/26/2025

  Thank you for contacting us. After reviewing your account, we confirmed it was terminated due to non-payment. To settle your outstanding balance, please contact our collections agency directly.

  
  

• Initial Complaint

  Date:02/28/2023

  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 tried selling me a GPS systems for my trucks of my business. They said they didnt have equipment never received the equipment but they have been Billing me for like five months now and my bill is outrageous at this point cant get nobody to credit my bill properly I am in between paying past due amount just to try to keep my phone on my bill technically should be under $300 a month and Im paying over $600 due to the fact I dont want my phone to shut off no one will answer me or get a resolution on this matter I feel like I am being Taken for my money

  Business Response

  Date: 02/26/2025

  Thank you for contacting us. Upon review, we identified a discrepancy in your account where you were incorrectly charged. A credit for the inaccurate charges will be applied to your account. We will notify you of the credit amount and when to expect it to be processed.

  
  

• Initial Complaint

  Date:02/24/2023

  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.

  This is the notice that was sent to Verizon. Verizon Connect - Account Number ************************* Cases Created : ******** & ******** *************************************************************** (Assigned ************************************************************************** (Customer Success Manager) ************************************************************* (Supervisor Customer Success) ************************************************************ (Senior Solutions Consultant) ************************************************************* ****************************************************** Dear Verizon Connect,I am writing to you about our account in which we have made multiple attempts for your application support ************* and emails), due to its inaccuracy of logging the correct miles and other incompatibility issues of the product within the system we use, Service Titan. We have received very little to no progressive resolution support from your team. Due to our team not able to use your product and function on its inaccuracy, to include the lack of support from Verizon Connect, we will be filing a BBB complaint and a complaint with the ***** Attorney General, unless Verizon Connect agrees to release us from our account contract, with no early termination fees. If the termination fees are not waived, we will pay the balance due, but will pursue legal action to settle our account closure._____________________________________________________________________We have been attempting for several months via email and phone to get assistance with our accounts that were not working or reporting correctly. Multiple levels of people in our office attempted with no response from Verizon. ****** sent this after a call with a rep: ************************************************************* said on the call they reviewed our complaints and she too is not getting a response after two attempts from the complaint supervisor. ******* even stated that even she could not get a response from a supervisor for the escalation. We had to get another area of Verizon (wireless side) to reach out to get any response at all.

  Business Response

  Date: 02/27/2023

  
  Thanks for the email!
  We've received your case # ******** .
  We will be in touch shortly.
  
  Thanks again,
  VerizonConnect Support

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19493647
  
  I am rejecting this response because:  it is an automated response.  Not an actual response. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/05/2025

  We apologize for the delayed response. We're currently working through backlogged information that was brought to our attention. Based on the complaint we see that this has been addressed. Account is cancelled and currently reflects a $0 balance. We appologize for the inconvience.