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Business Profile

Cell Phone Supplies

Verizon Wireless

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Verizon Wireless's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 37,993 total complaints in the last 3 years.
    • 13,916 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/25/2025

      Type:Billing Issues
      Status:
      Resolved
      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 had added $270 to my bill. Verizon’s explanation has varied depending who I speak to. The latest explanation is that they have given me too much credit but can’t show me on my bill where it is. I have made several attempts to get this resolved but on two occasions their agent has told me they will call me back after an investigation. I have had no calls returned as promised. Today at approximately 5:15 I spoke to supposedly a supervisor. He did not identify himself, put me on hold then hung up. No attempt to call me back was made.

      Customer Answer

      Date: 07/29/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      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.

       

      From: *** ******* <******************@*****.com>
      Date: Mon, Jul 28, 2025 at 2:01 PM
      Subject: File #********
      To: <[email protected]>



      My issue has been satisfactorily resolved by the provider.
      Thank you for your assistance.

      *** *******
      Sent from my iPad





      Regards,



      *** *******

    • Initial Complaint

      Date:07/14/2025

      Type:Order Issues
      Status:
      Unanswered
      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.
      False phone sold and false data contract

    • Initial Complaint

      Date:07/12/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      They told me it was a free
      Trial so i took the plan, when I get to know the plan is not free, right away i cancel the phone plan. They sent me the cancellation email with “0”
      Due. Now they keep sending me bills for $129, which I dont owe to Verizon. So they should dispute the bill.

      Business Response

      Date: 07/22/2025



      P.O. Box 10
      Newark, NJ 07101-0010


      July 16, 2025

      Better Business Bureau of New Jersey
      1700 Whitehorse - Hamilton Sq. Rd. Ste D5
      Trenton, NJ 08690

      RE: Complainant: ***** *****
      Complaint Number: ********


      The Verizon Executive Office contacted the customer regarding a notice received from the Better Business Bureau. Verizon reviewed the account and worked directly with the customer to address their concerns. The customer has been provided with our contact information for additional questions, requests, and/or correspondence specific to these concerns.

      Should the customer have any further concerns, they may contact customer service at ***-***-**** or **** from their Verizon Wireless handset. Thank you!


      Sincerely,

      Jocelyn
      Executive Relations

      Customer Answer

      Date: 07/22/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      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.




      Regards,



      ***** *****

    • Initial Complaint

      Date:07/11/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Original transaction done online July 2, 2025.

      Had to go into the store because verizon thought it was fraud.

      Talked to a rep on the phone and explicitly told them not to ship the order. That I would rather do business with the team in store.

      Verizon sent me a cancelation number. I still haven't received a refund and I went thru 4 different people last night over the span of 2 and a half hours and still haven't come to a resolution.

      Business Response

      Date: 07/11/2025

      P.O. Box 10
      Newark, NJ 07101-0010
      July 11, 2025
      Better Business Bureau of New Jersey
      1700 Whitehorse - Hamilton Sq. Rd. Ste D5
      Trenton, NJ 08690
      RE: Complainant: ***** *****
      Complaint Number: ********

      The Verizon Executive Office contacted the customer regarding a notice received from the Better Business Bureau.
      Verizon reviewed the account and worked directly with the customer to address their concerns. The customer has
      been provided with our contact information for additional questions, requests, and/or correspondence specific to these
      concerns.
      Should the customer have any further concerns, they may contact customer service at ###-###-#### or **** from
      their Verizon Wireless handset. Thank you!
      Sincerely,
      Joseph
      Executive Relations

      Customer Answer

      Date: 07/21/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      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.




      Regards,



      ******* *****

    • Initial Complaint

      Date:07/09/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      January 13 2023
      Approximately 17,150.00
      we made a contract at 250 per month for 5 lines. This included Insurance on our phones each month. That was the unlimited plan with talking text and data. This deal included trading in our phones for credit towards the cost of our new phones that we trade them for. Each phone that was traded in was estimated approximately at 700 $800 add those up so roughly about $$4000 of credits. That were never seen. I’ve been paying $400 a month for my monthly bill which is about 150 over what we agreed upon inside the store speaking with customers service and the representatives there said we cannot help you because you have a business plan. We never agreed to sign up for a business plan we were manipulated. It was fraudulent we were agreed to other terms that we signed up for and resulted in us paying over. Three of the phones returned in a lot to redeem three of the new phones for free the other two lines phones we actually had to pay the cost for which resulted in 400 left so for two lines the remainder would’ve been 800 adding those up +250 a month for 32 months you’re looking at $8,800.00. We paid over $8300 in overage which went against the terms that we agreed upon. During the whole matter we have been calling in 611 which was customer support attached to our Verizon account. In fact they have been unhelpful the whole time. We’ve called over 20-30 times to address the same issue. They have made notes in our account stating there had been a discrepancy the whole time with our bill and this was not the plan we signed up . However, they would just go on without resolving this issue. They would keep just transferring us from one department to another saying this is the department that will help you avoiding the issue entirely poor customer service.

    • Initial Complaint

      Date:07/08/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      May 22 we went into Verizon store to add a home phone device and number. The sales associate told us we could upgrade my wife’s phone for free during a promotion. She changed our plan, which took off promotions and free streaming services. She added a new plan and added extras like Verizon protection I didn’t ask for . The bill was suppose to be lower. I had to pay $200 for taxes at this time. We went back to store to fix issue when we got next bill. We paid another $252 at the store . They insured it was fixed . Now the bill is $792 and next bill shows $425. This all was suppose to be under the $295 we started with. But we have paid $452 in store for reasons unknown and now still have big bills Since this started 4 months ago we have asked for these services to be removed and are still there , Discovery$9.99, Verzion Protection $19, Disney was free but last 4 months not using and charged $10, Apple Music $10, work iPad $11.62, total owned for 4 months is $242.14. I don’t know where to start because it’s so bad on multiple parts. I just want to either go back to plan or switch company’s. I feel like Verizon will not fix this issue and unfairly charging me ridicules amounts I have called , gone into stores multiple times , tried to remove services thur app and I’m still being charged.

    • Initial Complaint

      Date:07/08/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      The pain I have had to go through while pursuing a solution to the matter. This all began in November, when ***** said 'they delivered my package, while it was signed for,' when that never indeed happened. After countless back and forth between both ***** and Verizon, claim tickets being put in, nothing was handled. I then took it upon myself to go to a verizon store and open an entirely new service line for the lackluster support I was receiving on all ends. Upon doing this, Verizon proceeded to charge me $400 for the modem I NEVER GOT!! I kid you not, i spent HOURS on MULTIPLE CALLS with them trying to resolve the issue. Being ping-ponged between multiple departments, told that they will submit a ticket, sending me confirmations of those tickets, saying that this will get refunded, etc. FINALLY a few months back, I got in touch with someone at Verizon who credited the account. THEN, the next billing cycle, what happens? It goes right back onto the account. I can't make this up.. I then reach back out and am told that this will be refunded in a few days, with a CONFIRMATION EMAIL that it will happen. As you can tell how this story goes, it didn't happen. Fast forward to this week, they said they are going to send me to collections if I don't pay the bill of the ROUTER THAT I HAVE NOT GOTTEN. For the past 2 days, I have spent HOURS on the phone with them, only to be 'disconnected' 3 separate times. The one person that stuck out to me the most was Audrey from the Business Finance Department. Incredibly lackluster in her ability to assist in anything, hung up on me, and truly did not know how to do her job. She is probably one of the worst associates that I have worked with speaking to regarding this matter, and considering how insane this entire experience has been, that is saying A LOT. At this point, I ended up paying the amount that was due for the ROUTER THAT I NEVER GOT, AND THEY SAID IT WILL BE TAKEN OFF. Added attachment of full description.

    • Initial Complaint

      Date:07/02/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 opened an account with Verizon and canceled it within 30 days. I never activated the phones, never used the service, and returned all equipment with tracking confirmation. Instead of canceling the account, Verizon placed it in “suspended” status without my consent and bills me $115 for an account that was never used.

      For the past 6 months, I’ve contacted Verizon over 10 times to resolve this. Their customer service has been dismissive, unhelpful, and even antagonistic. One rep kept me on the phone for over 2 hours and only offered a partial credit—even though Verizon has all the account and return information on file.

      I have submitted a formal dispute through Verizon’s own online dispute form with a legal demand letter, and they are ignoring my request to stop billing me. I have not paid the bill, and I am asking Verizon to stop all billing and close the account immediately. This has caused me a lot of stress and wasted time.

      Resolution Requested:
      • Cancel the account entirely (not suspend it)
      • Remove the $115 charge
      • Confirm the account is closed in good standing
      • Stop contacting me and sending bills

    • Initial Complaint

      Date:06/30/2025

      Type:Order Issues
      Status:
      Answered
      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 am not liable for this debt with verizon and I do not have a contract with Verizon and they did not provide me with the original contract as i requested

      Business Response

      Date: 06/30/2025


       ** ******** ******
      ******** ** *****


      June 30, 2025


      Dear BBB,

      Thank you for contacting Verizon’s Office of Executive Relations regarding ****** ******** complaint.  In her/his complaint, received on 06/29/2025, concerning a Verizon Wireless credit reported account.

      Upon further review, we’ve determined the customer’s concern should be addressed by our Verizon Wireless team.  Per BBB guidelines, please forward ****** ******** complaint to the appropriate Verizon Team.

      Email:      ************************************
      Address:  P. O. Box 10
                        Newark, NJ  07101-0010

      We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.


      Sincerely,

      Verizon Executive Relations Team

      Business Response

      Date: 07/13/2025

      This is a response to the above complaint. 

    • Initial Complaint

      Date:06/26/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 filed bankruptcy and they are saying they will not apply it to the balance the dept refuse to talk to my bankruptcy attorney and they seen am in an active ch 13 right now. I spoke with them today and they say I still owe and keep sending letter and asking when am I paying when it’s in the bankruptcy.

      Business Response

      Date: 07/02/2025

      P.O. Box 10
      Newark, NJ 07101-0010

      July 02, 2025

      Better Business Bureau of New Jersey
      1700 Whitehorse - Hamilton Sq. Rd. Ste D5
      Trenton, NJ 08690

      RE: Complainant: ******* *****
      Complaint Number: 23522051



      The Verizon Executive Office contacted the customer regarding a notice received from the Better Business Bureau. Verizon reviewed the account and worked directly with the customer to address their concerns. The customer has been provided with our contact information for additional questions, requests, and/or correspondence specific to these concerns.

      Should the customer have any further concerns, they may contact customer service at ************ or **** from their Verizon Wireless handset. Thank you!


      Sincerely,
      Katherine
      Executive Relations

      Customer Answer

      Date: 07/06/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      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.




      Regards,



      ******* *****

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