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:02/06/2023

  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.

  Date of Transaction 12/16/22 Amount taken $645.88 without permission.Business I had a contract with them to supply my business (sole Proprietor) with ELD logs. Contract was for 3 yrs 3 months with 3 months free. Signed contract on 11/6/22 Total contract amount is $1441.31 The normal monthly fee is 41.80.Nature of Dispute- is that they took $645.88 without permission, closed my account (did a buyout) without my knowledge or acceptance. Took the service of ELD logs away so can no longer use. I have contacted them numerous times through the last two months without a resolution. ***************************** (account manager for Verizon Connect for my account) doesn't know why they did this- she stated they will issue me a refund for the funds they have taken without permission. I also had ********************************* from the same company said she would escalate the credit request, and nothing still has been done. I have called these past few weeks to ask for a manager to call- they said they will have them call- that has not happened. So, they have taken more money than they should of, I have no service.I have several emails stating they are in the wrong and I should be getting a credit request, but nothing has happened in the past two months.Business Name 316 Legacy LLC Account # ************, 1st dispute # ********, 2nd dispute # ********** ********************************* ********************* ***************************** *********************

  Business Response

  Date: 09/05/2025

  Thank you for bringing this to our attention and the delay in response. We're currently working through a backlog of complaints. Based on the research we've done we can confirm that the account is cancelled and credit BA#************** + BA#************** have been submitted. 

• Initial Complaint

  Date:02/02/2023

  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.

  On July 6th, 2022, my supervisor ********* started having some issues with billing from Verizon Connect. She was billed for a unit we never received, and it was to be credited to our account. There were 3 units that were supposed to be replaced due to being broken, and they still have not been replaced even though they were supposedly requested by 2 different reps. *** account was on automatic payments for the monthly balance of $612.50 on bill dated 6/15, then on 6/21 they snuck in another bill where they added $2784.15. I was tasked with finding out what was going on, and was given the name of ********************* as our new CSM. ***** told me that they "forgot" to bill us for many months, so these were all of those charges. We did not receive a phone call, nor a letter explaining the situation, and the bills are setup in a less than desirable way for someone that doesn't have access to their system to read. I asked ***** why they would have thought it acceptable or legal to dip into a companies bank account with no notification of error after a bill had already previously been issued. Apparently this was done to numerous businesses and not just ours was the only response I have gotten. I have been in contact with ********************* several times and promised several credits that were not applied to the account. This has been drawn out ridiculously, with no concrete resolution, and to date I have not been able to get a call back or any written communication on the issue. I called Friday, and was refused a manager, I was told that they escalated the process and I would get a response by Wednesday. It is Thursday and no one has responded to me. The reps in the credit **** have confirmed that this is a pretty common problem and we are not the only ones dealing with these issues. There were credits promised for back charges on non working units that were not being used due to failure, and according to ***** we have been being charged more than what we should. No room to write more.

  Business Response

  Date: 02/23/2023

  Complaint #********

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

• Initial Complaint

  Date:02/02/2023

  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 originally sent incorrect equipment so we could not use service. This took 5 months for them to realize, they then sent out equipment that is not set up. I have spent over 5 hours on the phone with no resolution. I am frustrated beyond words, and I am afraid this can affect my credit. Please help. My acct #************. I am currently on hold again as I write this for over 1 hour.

  Business Response

  Date: 01/09/2025

  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.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 18970781
  
  I am rejecting this response because: No services were ever provided. They never sent the appropriate equipment for our vehicles. We made several attempts to contact them only to be put on hold for over 45 min each attempt and eventually hung up on. Their services were never hooked up in our vehicles due to them never sending correct equipment. We have spent over 4 hours on the phone trying to set up with no assistance from the business, We request all fees waived
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 01/16/2025

  Hi ******, 

  After taking a deeper dive into your account we understand where the gap is. We apologize for the inconvenience. We've opened case 09166693 to get this taken care of. We've also submitted credit BA#************** to clear out the entire balance. 

  Please allow 1-2 billing cycles for completion. If you have any further questions or concerns please feel free to reach out to our support team at ***********************************************************************.

  We appreciate your patience. 

• Initial Complaint

  Date:02/02/2023

  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.

  I had Verizon Connect install tracking devices on my rental vehicles. The information I received to get them set up was so complicated that I didn't understand it. I tried calling, left message after message, emailed, and couldn't get any help with setting it up. I finally emailed that I wanted them removed this was after about 3 weeks after having them installed. No response to email, phone calls, and messages I left. I couldn't get the sales person to call me back even. Even threatening them with reporting their business tactics to the Attorney General did not get me any assistance. Now, they have sent a bill over $2000 to a collection agency. I do not think that I should have to pay this bill as I asked numerous times for help and then for them to remove the devices. The devices are still on the vehicles. I have copies of emails. I have over a dozen emails and at least as many calls to them. They have turned it over to CBE ********** **********************************************. The ** number with them is ***********. Reference number ****. Account number ********************. My business is Road Trippin' LLC a ******** business. Thank you for any assistance you can give.

  Business Response

  Date: 09/05/2025

  Thank you for bringing this to our attention and the delay in response. We're currently working through a backlog of complaints. Based on the research we've done we see that the account has been sucessfully cancelled and and we've submitted credit BA#************** and pulled from our 3rd party collections company. 

• Initial Complaint

  Date:02/01/2023

  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.

  Started business with this company 11/2022. I have called and sent numerous emails. We were unable to get the equipment to work. I finally received and email last week in reference to the equipment. I enforced the gut that we have not been able to use the equipment since receiving it. I was suppose to get a call back on 1/30/2023. As of today I have yet to receive a call. I also asked that a supervisor call and that's yet to happen. I have been calling for an hour and a half today to get hung up on e times. I am now back on the phone requesting a refund for the payment that they took out of my account today. This company has poor customer service. No one calls you back nor do they respond to emails. I work in customer service and this is the absolute worse!! I will not upload documents due to my personal information being on it.

  Business Response

  Date: 01/09/2025

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

• Initial Complaint

  Date:01/31/2023

  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 signed up with Verizon Connect in 4/2022 with their trackers for my dump trailer business. I received the first tracker and it seemed to be working fine so I ordered another one for my second trailer. Tracker for trailer two didn't work all the time, called to get it fixed and they really couldn't help me fix it. After many back and forth calls they decided to just send me out a new tracker. In the meantime the second tracker seemed to start working so when I got the replacement tracker I was told I could use it on the third trailer. Except one one could help me with getting it registered to the third trailer. Finally in 10/2022 we decided that it wasn't worth having the services anymore. All three trackers worked here and there but never all the time and you could never get ahold of anyone for help. So I called in to cancel, the lady that I spoke with said that I had to file a written request to cancel and that she'd note the file of all my troubles and they'd get it taken care of....I am still waiting for a response to that email. I called back in 12/2022 asking whatever happened to my written notice about canceling and this person tells me that my email was never submitted to anyone so that's why I haven't heard anything. They assure me that they would get this taken care of right away and that I would hear from someone within the next 48 hours.....its been over a month and I'm still waiting for that phone call. I tried calling again today only to be put on hold for 16 minutes and then hung up on.

  Business Response

  Date: 01/09/2025

  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:01/25/2023

  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 Connect has been overbilling ** since our new contract kicked in. **** billed ** for months for phantom ELD units that never existed (more units than we even have trucks). We have been in contact with them since May of 2022 to fix the issue and receive credit. We have been bounced around between 4 different customer service reps. **** acknowledged the over billing issue and said that we would receive credit, and adjust our billing to reflect the actual number of units that we were using. Two separate Verizon employees acknowledged the mistake and assured us we would receive credit and accurate invoices in the future.Not only did they not actually apply the credit due to us, they continued to overbill us for 8 additional months until they cut our service today. We have no problem paying the bill, if it is adjusted to be accurate, and we receive the credit for our overpayments. Verizon Connect has been a nightmare to deal with.

  Business Response

  Date: 01/09/2025

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

  Customer Answer

  Date: 01/10/2025

   
  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:01/19/2023

  Type:Sales and Advertising 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 Verizon Connect. The *** on my account will not contact me back. I have opened multiple cases, have had my cases escalated and still no follow through from Verizon connect.

  Business Response

  Date: 01/09/2025

  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.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 18841486
  
  I am rejecting this response because: As you can see from the above emails. I have been waiting for the invoice to pay the amount agreed for the canceled agreement. I have never been able to resolve this amount and you have now sent us to collections and have forced me to contact a business attorney to fight this. I am still willing to pay the agreed $138 but i will not pay your collections department or any dollar over this amount. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/16/2025

  Hi *******, 
  After taking a deeper dive into your account we see where the gap is. We apologize for the inconvenience and miscommunication. We have submitted a credit to clear out the entire balance. No need to pay the $138. This process will take 1-2 billing cycles for completion.

  
  For your records we've created case 09166657 that will monitor the progress from start to finish. The credit submitted is BA#**************. Please feel free to reach out to our support team at *********************************************************************** for additional details. However this will be taken care of within the next 1-2 billing cycles. We appreciate your patience! 

  Customer Answer

  Date: 01/17/2025

   
  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:01/19/2023

  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.

  Signed up for VZConnect Nov. 2021; 4 days later we canceled the contract and have it in an email that our VZConnect Representative sent the cancelation to an account manager to take care of canceling the contract. No further action required. March 2022, we started getting billed monthly for the service we canceled in Nov. 2021. We didn't receive equipment for the truck or began any service (because we canceled), but we are being charged monthly $155 (now costing about $1000). November 28th 2022 we called trying to find out what the charge was and were informed that we had an account and it was never canceled. They stated we had a 3 month grace ****** before we got charged (which that math doesn't add up November to March is 4 months). They said they notated our account, stopped auto payment, put in a refund request but stated it was not 100% guaranteed but could be 6 weeks before we receive any correspondence, and that our representative ****** will call us within 48 hours to ensure the cancelation was complete and that it "won't happen again." We never received a call. After sending emails with no response and getting emails saying our case was closed, we called 4 weeks later to see where our refund was, they said there were no notes on our previous call and there was not a refund request being processed saying our account is STILL LIVE not sure why our case was closed. We had to go through process again, and we asked for a manager to call. They assured us we would get a call from a manager within 72 hours (never happened). We called again, they had no notes from our call stating a manager would call us and assured again that a manager would call us. Now we received an email saying since we didn't pay our $155 bill our account is suspended and that we need to dispute it EVERY MONTH. The representative admitted that she takes calls like these every day and nothing ever gets resolved and no manager will ever call. This is a HUGE hassle for them not doing their job.

  Business Response

  Date: 09/05/2025

  Thank you for bringing this to our attention and the delay in response. We're currently working through a backlog of complaints. Based on the research we've done we see that the account has been sucessfully cancelled and all fees associated with the account have been waived and cleared out. Credit BA#**************.         
  BA#************** *** BA#************** were sucessfully submitted. 

• Initial Complaint

  Date:01/13/2023

  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.

  This is for gps tracking service for my company trucks. Verizon Connect/Reveal owed me a credit for a couple hundred dollars since they double billed me and withdrew from my account over a year ago. They would not work with me until I said I want to cancel my service if they wouldnt give me a refund. Well they said since I want to cancel i owe them for the remainder of my contract (3years). We worked it out and they gave me a refund but they said I had to sign a new contract for 3 years not to pay the remainder contract I had. So I signed the contract and started over which I really didnt want to do. After a few months I have received past due notices for the remainder of old contract which is around $1700. Ive called and called and called but cant get anyone to resolve this. Theyve shut my service off saying I owe them $1700 but I dont because I signed a new contract. Ive talk to so many reps and say they will have to have an account manager fixed this for me but they never answer the phone or call me! Its like Im being held hostage because they have me in a contract. *** actually spoke to a lawyer which is a friend he said theyre such a big corp they will just eat my credit alive and fight me! Ive been paying monthly except I didnt pay this past month since they have shut my service off. Any help I would truly appreciate it!!!! At this point I would like to get out of my contract and never use them again.

  Business Response

  Date: 01/09/2025

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