ComplaintsforVerizon Communications

Telecommunications

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Customer Complaint:

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Initial Complaint
03/05/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Verizon falsely billed me for a service I never started with them. I have spoken with multiple Representatives and was informed they would remove charges and delete from credit but have yet to do so. I have disputed with credit bureau but Verizon continues to verify service that was never activated.
Customer response
03/05/2024
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 and the matter has been resolved.

Sincerely,

*************************
Initial Complaint
03/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In order to receive my $30 ACP Benefit, Verizon prompted me to change my service. I selected the same service as I was receiving before, however the plan was priced higher. My original bill was ***** and the new plan totaled to ****** with a discount making the total *****. Every since this change my bill has fluctuated in amounts and Verizon has taken advantage of my ACP Discount to the point where I dont even see the $30 credit that I am entitled to!
Business response
03/05/2024
Dear BBB,
Thank you for referring the complaint of ************************* to our office for review. We appreciate this matter being brought to our attention. **************** expressed an issue with a plan change and pricing.
According to our records, We spoke with **************** on 03/05/2024 and discussed the changes made to her account and how the changes will affect her upcoming bills. **************** was advised of the next bills having prorates and credits for changes made over the last month and that her bill will normalize in June of 2024. We discussed the customer's bill cycle and when payments should be made to avoid any late charges. We also discussed the termination of discounts and how Verizon will assist when those discounts are removed. **************** had no additional concerns.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ************************* has experienced due to the above matter.
Customer response
03/05/2024
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 and the matter has been resolved.

Sincerely,

*************************
Initial Complaint
02/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My name is ******************. I am filing this complaint on behalf of my mother. Verizon is taking advantage of my elderly mother and perhaps other elderly people. My mother has been a Verizon customer for over 30 years since the deregulation of the telecom industry and the merger with ** ****. My mother is on a fixed income and receives her income the third week of the month. As a result, this puts her in conflict with Verizon's billing, they keep suspending her account and charging her $50 service connection fees to make extra money. Imagine how much money they are making by doing this to elderly people. In January my mother received a bill for $120.34. I called Verizon on 1/19/24 and spoke to ******* online chat supervisor. I explained that my mother receives her income during a certain time of the month and that her payment would be received either the third week of the month or the first week of the next week. I inquired if the billing date could be changed so that my mother is not penalized. I was told NO! I then inquired if the $50 service connection fee could be waived. I was told, NO! ******* advised that she notated the account and that she could only waive $25. I paid $95.34. That's $70.34 + $25 fee. My mother received a threatening letter that her account would be suspended again if payment was not received by 2/29/24 and that previous payment was not received. I received a confirmation email on 1/26/24 that payment was received by Verizon. It seems like the account was not notated as promised, and my mother again, is being penalized. I want this rectified as soon as possible. I want the $25 fee paid reimbursed. I want the account notated and the billing changed. I want the account brought current ASAP! My mother has been a loyal customer for over 30 years and should not be treated and taken advantage of. SHAME ON VERIZON for taking advantage of the elderly! Feb 2024 payment in the amount of $68.31 was mailed on 1/23/24.
Business response
02/27/2024
Thank you for contacting Verizons ****** of ********* Relations regarding ***************************** complaint. In her complaint, received on 02/27/2024, ************ expressed a billing concern regarding a Verizon Communications account. ************ states that she receives her income once a month which conflicts with her Verizon payment obligations. As a result, ************ continues to be charged one-time reconnection fees associated with late payments. ************ requests assistance in changing her billing due date along with waiving any one-time fees. Additionally, ************ requests that the account be brought current as a resolution.

Upon further review, weve determined the customers concern should be addressed by our Verizon Wireline team. Per BBB guidelines, please forward ***************************** complaint to the appropriate Verizon Team.

Customer response
02/28/2024

Complaint: ********

I am rejecting this response because: Verizon has the communication tools to forward the complaint and follow up to the appropriate office within its line of business. I am calling for congressional investigation into Verizon's business dealing with the elderly.

Regards,

*************************
Business response
02/29/2024
Dear Better Business Bureau

Thank you for referring the complaint of ******************, on behalf of *************************, to our office for review. We appreciate this matter being brought to our attention.
Please be advised, we spoke to ****************** and were able to address his concerns. Verizon apologizes for any inconvenience ****************** or ************************* may have experienced in regard to this complaint.
We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at *************** or the My Verizon app. Thank you.

Sincerely,

Verizon Executive Relations Team
Customer response
03/02/2024
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 and the matter has been resolved.

Sincerely,

*************************
Initial Complaint
02/27/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was emailed a $50 amazon card on 2/20/2024 and I should call Verizon by 3/1/2024, but when I called Verizon they initially said they did not see on their end , but on further investigation they did and said they would call me back to activate it. However, nobody called back and when I did they said they cannot help me after I spent a lot of time on phone.
Business response
03/07/2024
Thank you for referring the complaint of ****** ***** to our office for review. We appreciate this matter being brought to our attention. ****** ***** expressed concern about a $50 Amazon gift card.

Please be advised, Executive Relations placed an order to issue the gift card to the customer. We spoke with the customer and confirmed they were able to redeem and received the gift card.

We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at www.verizon.com or the My Verizon app. Thank you.

Sincerely,

Verizon Executive Relations Team
Customer response
03/07/2024
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 and the matter has been resolved.

Sincerely,

***********************
Initial Complaint
02/21/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Account ************************************************ have been dealing with ongoing issues related to persistent erroneous charges related to a returned extra Fios Router. This all began when a firmware update with my existing G3100 router required a replacement router in order to work with my employer's VPN device on December 13, 2023.Order date : Dec 13, 2023 Effective date : Dec 28, 2023 Order number : ************* The Verizon service person initially directed me to pickup the router at the store when they mistakenly shipped it to me even though it was needed that day urgently for work as a healthcare provider. Nevertheless, I was reassured I could get a second router and return the extra router when it arrived. This is what I did, returning the extra router to the store as instructed after the other arrived on 2/15/2024. I continue to receive charges for this returned router. I've called at least 5 separate times with my account sometimes being adjusted (although the tax charged not returned on one occasion). On the most recent call, I was reassured the router was being removed and the charges would not be on my bill. I was dismayed yet again to be charged for the router, receiving a bill notification for charges of $230.16 for my 3/2/2024 bill today (2/21/2024) on which there are charges for shipping ($10) from 2/14 and Buy: Verizon Router @ ****** Payment 2 of 3. Each time I have called, the representative has confirmed the issue and said it is resolved and each time, I end up getting rebilled. I am at my **** end with this level of inaccurate overbilling.For your reference, I have spoken on the phone with someone on 1/16/2024, 1/21/2024, 2/12/2024, 2/13/2024, 2/16/2024. I shouldn't have to continue to deal with this for doing something I was instructed to do in order to fix my connection issue due to Verizon's actions.
Business response
02/26/2024
Dear BBB,
Thank you for referring the complaint of ************************* to our office for review. We appreciate this matter being brought to our attention. ************************* expressed concern about billing charges for returned equipment.

Please be advised, Verizon has performed a review of the account and has verified that **************** returned the additional router as requested as of 12/25/23. Verizon has provided a refund towards the installment billing of the returned equipment. A follow up has been created to adjust the remaining installment of the returned router. We have spoken to **************** and he confirmed satisfaction with the resolution.

We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at *************** or the My Verizon app.
Thank you.

Sincerely,
Verizon Executive Relations Team
Customer response
02/26/2024
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 and the matter has been resolved.
I have been advised that there will be an additional incorrect charge on my subsequent billing statement and the customer service representative will follow up to ensure an additional credit is provided at that time.

Sincerely,

*************************
Initial Complaint
02/14/2024
Complaint Type:
Order Issues
Status:
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.
COMPANY USES DECEPTIVE BUSINESS PRACTICES TO LOCK PEOPLE INTO CONTRACTS WITH SERVICES THEY DO NOT NEED! MY CONTRACT RENEWED INTO A 2 YEAR CONTRACT LAST YEAR AND I HAVE EXPRESSED I ONLY NEEDED INTERNET SERVICES (NOT A *****) I WAS UNDER A PROMOTION WHICH I WAS UNAWARE WOULD RUN OUT SHORTLY AFTER THE CONTRACT RENEWAL SO I ASSUMED IT WAS MY REGULAR RATE. I HAD EXPRESSED I DID NOT WANT THE ***** BUT CUSTOMER SERVICE NEVER REMOVED THE ***** LINE AND NOW IS CHARGING ME FOR THE ***** DESPITE ME ASKING THEM SEVERAL TIMES OVER THE ***** TO REMOVE THE *****. ESSENTIALLY I WAS TOLD I WAS NOT CHARGED FOR THE *****. NOW IM TOLD IF I WANT TO REMOVE *****, I WILL BE FORCED TO PAY EARLY TERMINATION FEE. IF I HAD KNOWN I WAS BEING CHAARGED FOR THE SERVICE OR WOULD BE CHARGED IN FUTURE FOR A SERVICE THAT I EXPRESSED MANY TIMES THAT I NEVER WANTED, I WOULD HAVE NEVER RENEWED. ALSO, IF I KNEW THE PROMOTION WAS RUNNING OUT IMMEDIATELY AFTER I RENEWED EFFECTIVELY DOUBLING MY BILL, I WOULD ALSO NEVER HAVE RENEWED. THEY PULLED A BAIT AND SWITCH AND SAID WHATEVER THEY HAD TO SAY TO GET ME TO RENEW AND NOW THAT THEY CLAIM I AM LOCKED IN, THEY THREATEN ME WITH TERMINATION FEES.
Business response
02/29/2024
Good Afternoon,

After reviewing the case for **************************** we have been able to address her concerns. **************** submitted a complaint stating that she is locked into a contract with internet and phone services. However, **************** no longer has a need for phone services. She further explained her promotional rate expired, but she had no knowledge of the rate being a promotion. She stated that she asked for the phone service to be removed in the past, however she was told the phone service was not being charged to her business account.

Upon review of ******************** account, there has been no documentation found of **************** conversation to remove her phone service. However, it was explained to **************** that the $70.00 bundle promotion was expired and unable to be reapplied to the account again. The $20.00 offer presented by the billing supervisor was an offer tailored to help alleviate the rising cost of *** ************************** after the promotion expiration. The offer has since expired.

As of May 25th of 2023, **************** has been in an active 2-Year contract for her Verizon services. It was advised via the April 26th billing statement that if **************** did not wish to renew her term agreement, she had 30 days prior and 60 days after her commitment period expiration date to opt out. She did not do so, and she was notified of the agreement terms if the agreement were to renew. It was stated in the May 26th billing statement that an early termination fee is accessed if the agreement is terminated before the term commitment is completed. With the findings presented early termination fee charges applied, should **************** disconnect, are valid. Verizon's stance is unchanged.
Initial Complaint
02/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My landline has been out of service for multiple days for the 2nd time in less than a month. The 1st time, Verizon tried to tell us it was a problem with the wiring in our house. After being very persistent, we were finally advised that the problem was in the **O. We also heard through the grapevine that Verizon wants to dump copper customers, I assume for something that is more profitable to them. Customer service is horrible. We reported it both times and it took them several days to fix it. We are still without service and can only assume they are working on the issue. If Verizon doesnt intend to continue to provide this service, then they should send a letter, advising all customers and let us make the decision to stay or go. Instead they try to switch us over to some kind of connect service which Ive been told makes the service in your house Wi-Fi. Veron wireless is horrible in this area so that isnt an option. I understand FIOS is not available in my area.
Business response
02/14/2024
Dear BBB,

Thank you for referring the complaint of ************************* to our office for review. We appreciate this matter being brought to our attention. ************************* expressed concern about ******************** trouble.

Please be advised, ************************* reported a recent service trouble as of 2/11/24. As of 2/13/24, service has been restored. We
have spoken to ******************************* and she expressed satisfaction with the resolution. We have provided out of service adjustments
for the intermittent service troubles *** and ***************** have experienced.

We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they
may contact customer service at ************ or online at www.verizon.com or the My Verizon app.
Thank you,
Sincerely,
Verizon Executive Relations Team
Initial Complaint
02/10/2024
Complaint Type:
Order Issues
Status:
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.
Hello..I'd like you to correct my credit...This is not me ..they're in violation of thr FCRA Act 15 USC 1681s-2(a)(1)(a)...Thank you
Business response
02/26/2024
Dear BBB,

Thank you for referring the complaint of ***************************** to our office for review. We appreciate this matter being brought to our attention. ***************************** expressed concern regarding disputing his Verizon account.

Please be advised, the customer advised that their account was fraudulently established. However, the customer has not provided sufficient evidence to support their claims.

We have thoroughly reviewed the customer's account and confirmed that the remaining account balance is accurate. The customer is responsible for their final balance for services used and for all Verizon equipment that was not returned.

The customer's account was accurately reported to the various credit bureaus for the service that was used and the equipment that was not returned. Verizon will not remove their account from their credit report and the account will remain negatively reported until the customer satisfies the remaining account balance. Upon satisfying the remaining account balance, the customer's account will be updated to a paid in full status.

We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************, or visit our website online at www.verizon.com, or by downloading the My Verizon app.

Sincerely,

Verizon Executive Relations
Initial Complaint
02/09/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I recently had a derogatory **** on my experian credit account. When I go to check the reasoning behind *********** says for a Verizon account I opened in 2007 (keep in mind I was 15) had a late balance. I NEVER in the history of my whole life have had any type of Verizon account at all at any time for anything. When I call Verizon they are zero help and give me the runaround telling me a supervisor will call me back within 48 hours. *** tried this three different times waiting about four days in between each time and not once has a supervisor called me. I need to get in touch with someone at Verizon to handle this on their end. I already spoke with the credit bureau and they cant do anything till Verizon contacts them. Its extremely frustrating having your credit ruined over an account with ********************** that never existed.
Business response
02/09/2024
Hello,
Please review the attached letter in response to *******************'s concerns.

Thank you,
Verizon Executive Relations

Business response
02/16/2024
Dear BBB,

Thank you for referring the complaint of *********************;to our office for review. We appreciate this matter being brought to our attention. *********************;expressed concern about a negatively reported account on the incorrect account ******'s credit report.

Please be advised, that we have investigated this reported concern and have submitted the request to correct the found error and remove the negative remark from the credit bureaus. We have discussed this matter with both the correct account holder, as well as the person whose credit was affected by the negative remark.

We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ************ or online at www.verizon.com or the My Verizon app. Thank you.

Sincerely,

Verizon Executive Relations Team
Initial Complaint
02/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
********* We discontinued *** services on 12-19-2023 and were given the last 4 digits of the cancelation code 1874. On 1-2-24 we paid $106.17 for service up through 12-17-2023. On 01/18/24 we received a bill for services that were not provided because of our cancellation and *** not servicing ********** anymore!I am accusing *** of FRAUD and contacting the Better Business Bureau with a copy of this letter, a copy of the Notice of discontinuation of services, and a copy of the fraudulent billing. *** billed us $106.17 for services from 12/18/23 through 01/17/24. *** didnt even continue service for ANY ********** customers after Dec 31, 2023. The notice also said Verizon will waive any discontinuation fees associated with the discontinued service.I tried to reach *** to discuss this matter through customer service number, but it was a waste of time. I was waiting for a service rep to pick up for over 40 minutes during business hours.Understandably, I am not paying this fraudulent **************************************
Business response
02/26/2024
******** *** **** *** **************************************************************************** ********* ** ** ******** **** ****** ********

Thank you for referring the complaint of ***************************** to our office for review. We appreciate this matter being brought to our attention. ***************************** expressed concern about discontinued *** services on 12-19-2023 and states was given the last 4 digits of the cancelation code 1874. However, 0n 1-2-2024 he paid $106.17 for service up through 12-17-2023 and on 01-18-2024 received a bill for services that were not provided.

According to our records, the billing telephone number in question ported on the same day as **************************; bill generates thus the invoice will be manually adjusted. Our office spoke with ************************ on 2-8-2024 and was advised to disregard the invoice received.

We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ***************************** has experienced as a result of the above matter.

*** Agency Relations

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