Complaints

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

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  Verizon Communications

  140 West Street New York, NY 10007-2141

  
• 

  Verizon Online/Fios/DSL Services for Metro Washington DC

  13100 Columbia Pike 2F, Pod B2 Silver Spring, MD 20904

• 

  Verizon Communications

  185 Franklin St Ste 200 Boston, MA 02110

• 

  Verizon Communications

  PO Box 15071 Albany, NY 12212

• 

  Verizon Communications

  333 Rainbow Blvd North Niagara Falls, NY 14303

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:04/19/2024

  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.

  On 6/27/23, we contacted Verizon to disconnect our service as the monthly price had increased again. We spoke with *** who offered to us the same service at $154.47 (less $30 in discounts military, autopay, and paperfree) and free upgrade on internet bringing the bill going forward to $124.47.He was quite helpful in helping us restore the military discount that had been removed.Verizon then downgraded our service in error.Verizon then turned off our multiroom *** service on 7/9/23 it was to be restored on 7/12/23. As of 4/18/24, the bill is still not correct and the *** service has not been restored. We have spoken with several Verizon employees at their stores and with 2 representatives that were sent to the house they have told us they do this to seniors with old pricing contracts and try to upsell new expensive equipment. We have spoken with **** multiple times who has begged us not to file with the BBB, FCC or the Attorney General claiming she is going to resolve the issues. She has not.We have sent letters to ********************, CEO and letters to ******************, Chief Customer Experience Officer asking for an appointment to get this resolved. They do not respond. We have hundreds of pages of chat transcripts confirming all of this. As of today, we have overpaid $592.45.We are attaching copies of the transcripts confirming the above along with the letters sent to ******************.

  

  Business Response

  Date: 04/22/2024

  Good morning!

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

  On March 25, 2024, we spoke with the customer and explained in detail a full breakdown of the bills going back to April 2023. During this conversation, the customer was reminded that the initial increase on the bill was communicated on the March 28, 2023 bill. We also reminded the customer that the military discount was not compatible with the discounts they were already receiving. Therefore, we cannot get their bill down any lower. 

  We were able to issue a recurring credit to reduce the billing for 24 months starting with the December 2023 bill. The new quoted pricing is also dependent upon their enrollment in auto-pay and paper-free billing as well as their upgraded equipment. We advised the customer that upgrading their video equipment would result in their recordings not transferring to the new equipment. The customer declined to make any changes at this time.
  
  On April 22, 2023, they were also issued a one-time credit for the difference in the Multi-Room *** services for July 2023 through March 2024. The credit will be reflected on their May 2024 bill.
  
  The customer confirmed the *** service is working and requested time to review their options and possibly shop around before agreeing to upgrade their equipment. 
  
  We have made several attempts to reach the customer since March 25, 2024, to discuss their decision but we have not been able to get a clear response. 
  
  Please be advised, that this is Verizon's final position on this matter and no additional credits are due. The customer has been notified of this final decision on April 22, 2024.

  We trust that this information will assist you in closing this complaint.  
  

  Thank you.
  Sr. Analyst
  Verizon Executive Relations
  
  

  Customer Answer

  Date: 04/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  We have been in contact with both *** and ***** -- e-mails attached on April 1st and April 9 -- NO RESPONSE from Verizon.

   

  Verizon agreed to $154.99 less $30 in discounts on 6/27/23. 

   

  Verizon downgraded our services in error -- which they have admitted they did.

  Verizon then turned off our multiple room DVR service -- which they have admitted they did -- YET they continue to charge us for the service. 

   

  They continually tell us we have to upgrade our equipment -- we are NOT interested in being "upsold" to more expensive equipment and for them to offer us a $27 discount for the inconvenience of their ERRORS is ridiculous. 

   

  We have responded (as you can see by the attached e-mails) to Verizon -- they have NOT called us. 

   

  We have been lied to, promised they would fix their errors -- ALL of this documented in "chat transcripts" -- assured they would resolve the issues and give us credits.

   

  We have overpaid close to $600 and not had the service we are paying for.

   

  We are NOT in agreement.  They refuse to set up an appointment with *** ******** or ****************** to resolve the issues. 

   

  I can send you a copy of the original letter sent to ******************** on 7/27/23 which is quite detailed with all that has transpired, but I do not know how to attach a letter that long here.
  

   

   

   

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **********************************
  
  
  
  
   
  

  

  Business Response

  Date: 05/01/2024

  Good afternoon!

  The following response represents Verizon's full investigation and resolution of ******************************* dispute. Please be advised that *************************** has been notified that Verizon's position is final and, absent additional facts, no further action will be taken. Additionally, a legally approved cease and desist was mailed to the customer today, May 1, 2023, that confirms Verizon's final position regarding this matter.
  

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

  On March 25, 2024, we spoke with the customer and explained in detail a full breakdown of the bills going back to April 2023. During this conversation, the customer was reminded that the initial increase on the bill was communicated on the March 28, 2023 bill. We also reminded the customer that the military discount was not compatible with the discounts they were already receiving. Therefore, we cannot get their bill down any lower. We were able to issue a recurring credit to reduce the billing for 24 months starting with the December 2023 bill. The new quoted pricing is also dependent upon their enrollment in auto-pay and paper-free billing as well as their upgraded equipment. We advised the customer that upgrading their video equipment would result in their recordings not transferring to the new equipment. The customer declined to make any changes at this time.
  
  On April 22, 2023, they were also issued a one-time credit for the difference in the Multi-Room *** services for July 2023 through March 2024. The credit will be reflected on their May 2024 bill.
  
  The customer confirmed the *** service is working and requested time to review their options and possibly shop around before agreeing to upgrade their equipment. 
  
  We have made several attempts to reach the customer since March 25, 2024, to discuss their decision but we have not been able to get a clear response. 
  
  Please be advised, that this is Verizon's final position on this matter and no additional credits are due. The customer has been notified of this final decision on April 22, 2024.

  
  We trust that this information will assist you in closing this complaint.  
  
  Thank you.
  Sr. Analyst
  Verizon Executive Relations

  
  

  Customer Answer

  Date: 05/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]Verizon does not answer our complaint.  ****, in December, confirmed with my husband via phone call, that she had verified all the information we provided was correct and that Verizon was in error.  A couple of days later, the bill was reduced to $128 (not the $124 but we were fine with the $128) and paid the bill.  in January the bill went back up to $216.  Verizon executive team refuses to meet with us.  We have pages and pages of documentation.  Screen captures of the hundreds of hours spent in chat where they have repeatedly admitted their errors and promised to fixed.  They claim we haven't been in contact with them since March 25 -- this is NOT true.  We have copies of our e-mails with *** and *****.  We left messages for both *** and ***** to call us and/or set up an appointment with ******************** and/or ******************.  We have written to *** *************** We have written to ******************.  Neither responds.  We have never disputed the rate increase (which was hidden on page 4 of the 3/23 bill.)  The issue is *** offered  us AND I QUOTE "what I did here is to retain your tv service as is and also, I have managed to lower down your bill a bit.  Your moving forward bill will only be $154.47."  *** then said the bill would ultimately be $124.47 with $10 discount for military, $10 for paper free and $10 for autopay.  He then said AND I QUOTE "by the way *******, since we are lowering down your bill, I have also noticed that you are using 150 mbps internet speed.  to further extend my help, I will be upgrading your internet ti gugabut cibbectuib 940/880 mbps at no additional cost to you."

  This is when Verizon made the first error .... first by downgrading us to Local....then they turned off our multiple room DVR.  Promise after promise was made.  I have a copy of all of our correspondence.  In the first letter to ********************, we outlined every detail of what transpired in the next 30 days -- including names, times, chat transcripts. 
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **********************************
  
  
  
  
   
  

• Initial Complaint

  Date:04/17/2024

  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 landline service through Verizon that would frequently go out after heavy rain. It has been repaired multiple times and I don't receive credit for the time the phone is out. I'm not sure what the issue is in the line, but I would usually have no dial tone and therefore could not place calls. My phone was out March 12th and I reported this to Verizon. The service was restored March 13th around 12:30 PM. I received a bill for $29.90 for 10 Directory Assistance calls @ $2.99 each. These calls where supposedly made during the hours my phone was out of service. I have had this issue before where my "shorted out" phone would "make calls" and even had the police show up at my house in the middle of the night because they had received a call from my number. I was told by Verizon that they didn't know if I made the calls or not so they could only credit half of the cost. Since this is a continuing issue, I asked what would happen the next time it occurred and was told it would be the same. I feel that charging for calls that were not made by me, during the time that I had reported that I had no dial tone, is fraud. I should not be held responsible when the issue was with their phone service and not under my control in any way.

  

  Business Response

  Date: 04/26/2024

  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 charges on her bill.
  

  Please be advised, we reached out to the customer and addressed all her billing concerns, and applied the appropriate credit adjustments to her bill.  ******************** was satisfied with our 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

• Initial Complaint

  Date:04/16/2024

  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.

  Yes I am contacting you because I just realized today after I had lost my service yesterday with Verizon FiOS in ************* that my service said I was receiving was not through service that I was paying for because of the box downstairs was faulty and I couldn't get on demand and movie shows and so forth and so on until this new box was put in which nobody realized until today that this wasn't normal for me to be dealing with this as soon as the man come in change the box tried the ** did what I tried to do to get on demand it worked it's been all documented he said he was going to document it that the system was just fried and that is probably why I wasn't receiving proper service so now for years at least a year or over I have been paying them full price for services I was not receiving they have been contacted before way back they said they don't keep all that on file those calling customer service at far back I told them well they told me that customer service so will you just might not be able to reach these programs I gave the check today the programs that I gave the system before the new system was put in and they worked I would guard them and I was receiving them so all this time they have been charging me for full service that I have not received even the clicker wasn't set up right I was told I had to use two clickers to turn on the ** when I first got this system put in found out that this may have been the cause for that as well because now I only need to use one clicker he said it up and programmed it it works so it's been all this mess for over a year and files and Verizon has done nothing about it and I called them today they basically told me they really don't care but they're willing to give me $20 for my inconvenience can you imagine $20 something needs to be done I feel like I've been frauded and I feel like they don't care and they can just fraud people to me this is fraud making you pay for a service that you don't receive even if you found out after the fact like today because the system broke down yesterday you should still take care of your customers and give them back the refund in either giving you free service for so many months or whatever $20 for paying them for not getting service I'm paying for for months year or more.This is just not right basically to me it's fraud and I'm reporting it because I am very very disappointed that they are allowed to get away with this and I want something done I want to be credited to my account for ******************** that I have not received it's one way or the other credit me on my billing credit my account for months of service something they need to do something I refuse to take $20 and keep my mouth shut thank you very much ***

  

  Business Response

  Date: 04/17/2024

  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 credits for Video on demand trouble.

  
  Please be advised, Verizon records indicate ****************** initially reported Video on ************** trouble as of April 15, 2024.
  The trouble was cleared as of April 17, 2024. ****************** has been advised that Verizon provides out of service credit from the
  day the service is reported up to the day the service is repaired, lasting for 24 hrs or longer. Once a service trouble is reported it is
  documented and a repair ticket is assigned. ****************** has been advised that due to no record of previous service trouble out of service adjustments were denied. ****************** has received an out of service adjustment for the recent repair trouble reported which has been applied to her account.

  
  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 Answer

  Date: 04/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:our Answer Here]

   Yes they offered you credit me for one month of TV service for a year of not having it to turn around and find out I couldn't understand why I was not receiving any phone calls from my house phone but I just figured that's the way it was I went to use it yesterday found out it's not even hooked up they never even hooked up my phone service so now I've had no phone service as well since the 15th I contacted them again basically they'll come in when they get to it and have an appointment so I had to take what they offered I had no choice otherwise it's basically take a hike with them I am so dissatisfied with Verizon it's incredible they want their money they got paid they're still getting paid and they want to do nothing for the customer one month of TV service that's all they credited me not even one month of ************* which would have included the phone because I don't have any nothing and it's just we'll get there when we get there we do the best we can but you won't wait for your money will you it's horrible I am not satisfied at all with them something should be done with them they shouldn't be allowed to get away with this I don't know if the ************** of broadcasting has anything to do with this but people should be aware and I'm sure I'm not the only one no I am not satisfied and I am not happy with Verizon and the resolution is not fixed thank you very much have a great day

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  

  Business Response

  Date: 04/18/2024

  Dear BBB,

  
  Verizon provided a response to this matter on 4/17/24 and after further review our position still stands as previously stated. We have conducted a full and thorough investigation into the customer's matter and found no subsequent evidence to overturn our original decision and no further action is required by Verizon. Verizon empathizes with the customers continued concern, however, the information provided in our initial response was comprehensively discussed with ************************************* and remains our final position in this matter. ****************** subsequently reported phone trouble after reconciling the tv video issue. Upon speaking to ****************** she advised that she did not realize phone service was not working until she attempted to use the phone line after speaking to the Verizon Executive team. Please be advised an out of service adjustment was appropriately provided for the phone trouble from the initial date of the report up to the day the service trouble was resolved. ****************** confirmed phone service working and had no additional concerns. She advised that if she needs any additional assistance she will contact Verizon.

  
  We trust that this information will assist you in the closing of this complaint.

  
  Sincerely,
  Verizon Executive Relations Team

• Initial Complaint

  Date:04/15/2024

  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.

  As I stated previously I will keep contacting BBB until I get service from which I am being billed for. I called my last service tech that visited my house and he is unavailable and his mailbox is full so I cannot leave it message. ***** stated on his voice-mail to contact his supervisor if he cannot be reached in a hour. So I called his supervisor ****. Guess what he is unavailable and his mailbox is full as well so I could not leave a message. How does it major corporation operate like this. How is it that Verizon is not being investigated. Verizon is committing fraud charging me without service. Should I get the law involved? Please help, I have not had service for two weeks straight since February.

  

  Business Response

  Date: 04/29/2024

  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 having a service outage.

  .
  Please be advised, the customer ticket was closed on April 18 and the services was repaired. We spoke with the customer who confrimed her ******************** was repaired.
  
  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

• Initial Complaint

  Date:04/15/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've paid a fee pd $25 a month for ******** to Verizon over 2 years. ******** announced they would stop providing it's service through Verizon by **** 31st, 2024. I contacted Verizon around mid-****h via chat to ensure I wouldn't be charged beyond 3/31/24. The web site kept closing down every few minutes and the chat bot would come up again for awhile. Then the agent presented with me with a bill that was more then the $25 charge I would have dropped by not having ********! I told him there had to be system problem. He went off to check on it, and the web site dropped me entirely! Today, I was charged the full amount of my services deducted from my checking account; including the $25 for ********. The billing period ended just before that date, and Verizon didn't proactively adjust the bill, despite my efforts to get ahead of it.I called today (4/15?24), after I was charged the full amount and explained all of this to the agent. They read through all of the notes on my account and everything was there that transpired on the chat discussion, but Verizon did nothing. However, this agent told me that they adjusted the bill.. I had to accept a link from my cell phone, but that it would be adjusted going-forward. However, the same issue remained that my bill will still be higher than the removal of the $25! The agent sent me through to a "supervisor" who was rude and dismissive and said "so, what!.. it's taxes!" I said there's no logical reason taxes would go up on an existing bill when services are being removed! He said "Do you want a call back"! Verizon is ripping customers off by 1) not proactively adjusting bills in this situation, but also jacking up fees/taxes that are illegal! My bill should be no less than $25 total less than I was paying, if not more and I should be refunded the amount they took out of my account with the same fees and penalties they'd have charged me if I hadn't paid my bill on time!

  

  Business Response

  Date: 04/29/2024

  We spoke to the customer regarding their inquiry.  Customer is satisfied with our resolution,and has no further concerns.

  Customer Answer

  Date: 04/30/2024

  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

  Date:04/15/2024

  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 paid for Verizon prepaid internet on Friday and I still have no service I have an autistic son who had to cry all weekend because he couldnt get on his iPad

  

  Business Response

  Date: 04/18/2024

  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 her install not going smoothly and being without service. 
  
  Please be advised, on 4/17/24 we confirmed with the customer that the service was activated on 4/16/24 and was working for the customer. 
  
  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.
  

• Initial Complaint

  Date:04/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Verizon Fios Customer and a ********************** Mobile Customer since August 2023. My accounts are combined. However, the Mobile + Home discount has never been applied, and I am still being billed the full amount for both my Mobile phone service and ***************** ($80/month for Mobile and $64.99/month for Fios). In fact I should be receiving a discount of $10/month for the ************** as well as an additional discount on the ***************** "as low as $25/month." When I tried to enroll online, I got an error message saying the discount could not be applied. When I tried calling their suggested phone number, there were no agents available to take my call for the next 3 days. I also tried contacting customer service via online chat, but that agent said she was unable to assist me.Desired Resolution: I would like to be enrolled in the Mobile + Home discount now, and I would also like a refund for the extra money that I have spent since August 2023 during which time I should have been enrolled in the Mobile + Home discount, except that Verizon made it impossible to enroll in it.

  

  Business Response

  Date: 04/15/2024

  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 not receiving the Mobile+ Home discount.

  
  Please be advised, our records show that ************************ is receiving the Mobile+ Home discount and has been since beginning her ************ back on 08/21/2023. 

  
  To bring closure to this matter, we spoke with ************************ on 04/15/2024 and confirmed that the Mobile + Home discount is active her on Verizon account. The customer says that she was not aware that she was already receiving the discount. We referred the customer back to her billing statements and advised her the discount is present on her Fios internet bills. We advised the customer of what the monthly plan cost is before and after the discounts are applied. ************************ says that her concerns were addressed and resolved when we spoke with her on 04/15/2024.

  
  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

• Initial Complaint

  Date:04/11/2024

  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.

  Was ***empting to pull back on some services on my FiOS internet and cable bill. That meant dropping two of my premium cable channels. My bill which was previously $209 ballooned up to $296 dollars. I was expecting it to drop by $5-$10. There was no notification on the app on my mobile device that discounts applied to the account would be affected. When I reached out to Verizon they said that there was nothing that they could do and that because I made a change they could not go back. It is a classic bait and switch. I called them and ch***ed with them and after the chat they gave me the same number to talk to a member of the "dedicated service team." Any help would be much appreciated.

  

  Business Response

  Date: 04/15/2024

  Dear BBB,

  
  Thank you for referring the complaint of ************************* to our office for review. We appreciate this m***er being brought to our ***ention. ************************* expressed concern about his billing charges increasing.

  
  Please be advised, on 04/11/2024 ************** processed a plan change via his Verizon online account. Within this new order, ************** removed the Auto pay discount and the Mobile+ Home discounts. The Verizon Triple Play Plan was ordered replacing the ******* Preferred HD Plan. Due to that plan changed the special 36 month pricing discount was removed as well. ************** spoke with customer service after he made the changes and requested that we changed him back to his old plan and pricing and he was advised that was not an option.

  
  To bring closure to this m***er, we spoke with ************** on 04/15/2024 and confirmed that we are unable to change customer back to his old plan. We let customer know that he's eligible to to re-enroll back into the Autopay and Mobile + Home discounts. We let the customer know that once enrolled, it can take 1-2 bill cycles for the discount to reflect in billing. ************** let us know that he was not happy with our decision and stated that he should have received a warning about his plan changes prior to submitting the change order. We let ************** know that our records indicate that he did receive a order confirmation that was emailed
  immediately after he submitted the change order for his account. ************** says that he will be looking for a new carrier since we're unable to get back his old plan and pricing. We let customer know that we would hate to lose him as a customer but accept his decision.

  
  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 

  Customer Answer

  Date: 04/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  spoke with the Verizon representative today. The executive relations team. She explained to me that the offer was no longer available and that I could add back discounts that would amount to me paying more for less service. There was no indication ever that there would be a reduction of a discount or a change to my original plan. I have since grossly reduced my Verizon services as soon as it is feasible for me to get off of the mobile plan and the Internet, I will do so as well when more reasonable options present themselves to reduce your services and expect to pay more is a ridiculous business rationale  further there was not adequate warning of a change to discounts when all I was looking to was to reduce my monthly payment by five to $10. Verizon has not only engage in bait and switch, but theyve also grossly affected the trust of this consumer and I will certainly be sharing that information with anybody who is willing to listen , please feel free to close. I know that nothing else can be done.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  

  Business Response

  Date: 04/16/2024

  Dear BBB,

  
  Verizon provided a response to this m***er on 04/15/2024 and after further review our position still stands as previously stated.  We have conducted a full and thorough investigation into the customer's m***er and found no subsequent evidence to overturn our original decision and no further action is required by Verizon.  Verizon empathizes with the customers continued concern, however, the information provided in our initial response was comprehensively discussed with *******  ***** and remains our final position in this m***er.
  We trust that this information will assist you in the closing of this complaint.
  
  Sincerely,
  
  
  
  Verizon Executive Relations Team

  
  

  Customer Answer

  Date: 04/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am never going to accept a resolution.  Verizon has lost my trust as a consumer and as the business landscape changes or a better deal comes along I will move all my money elsewhere. Your whole response, *******, from executive customer relations is wrong and irrational.  People removing services should not be railroaded into paying more.  There is no rational reason, its illogical, and it has made sure that I will slander Verizon's name to everyone I speak to and encourage them to pursue other companies for their TV, Mobile, and ISP services.  Based on the $296 that you were going to charge me, I have now reduced that to $90.  As more ISPs come online(Google Fiber, Astound) and available in my area I will transition that away to *** or ******* in the coming days.  For the present you have been responsible for a 70% reduction in what you wanted to receive($3552 to $1080) and have set me up to transition over to a new mobile carrier as well which will be an additional loss of $2400.  All around this was a horrible business decision.  It is a case study in incompetence and just unfair and deceptive business practices in application.  Corporations can run their businesses however they wish, but when people get treated like a line item, like a vulnerable number that is what taps into emotion and leaves a lasting **** on your brand.  I will remember this as one of the worst customer service experiences of my life and I will share it however I can whenever someone is in a similar situation and hopefully sway them away from a choice in Verizon's favor. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:04/11/2024

  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 started a Verizon Fios account in mid-2022 (account #: *********************************. When I had internet service installed, I purchased a router from them. In January of 2024, I moved to a new address. I kept the previous router, and did not change my service in any way, only moved to a new address. On my next bill I was charged for the router again. I made the mistake of not checking my bill before AutoPay went through, so I was charged for it before I realized the mistake. I have been in touch with them on 3 separate occasions, and have been told each time not to worry about it and that it's definitely being taken care of. It has not been taken care of, and I have not even been contacted about it. The last time I was in touch with their customer service, I gave them the serial # of the router I purchased in 2022, I was told that the serial # was from a router purchased in Jan. 2024. This is absolutely not true. The router I have was purchased from Verizon in 2022. It is also a model that does not even seem to still be for sale on their website. The customer service from ********************** has always been *******, but now I feel like I've been robbed, and there are not many ISP's available to choose from, so there's almost nothing I can do. They have been stringing me along for almost 2 months at this point, and I have no reason to think they're going to fix the problem on their own.

  

  Business Response

  Date: 04/18/2024

  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 being double billed for the router. 
  
  Please be advised, that we confirmed on 4/15/24 that a refund was issued for ****** for being double billed for the router. 
  
  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.

  Customer Answer

  Date: 04/19/2024

  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

  Date:04/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Verizon promised a $200 credit for a promotional offer. They are continuously lying about sending the offer (of an E-CARD code!!!!) through the MAIL. I have been contacting them about this every 15 days (because they say the code will arrive in 7-10 days) and each time they lie and say that this time it will be sent in the mail.I had to STOP the auto pay, so they would stop taking my money. They REMOVE the auto pay discount, costing me more money.Then they are charging me LATE FEES to my account for not paying, but the money SHOULD be automatically PAID by the e-card. That makes ZERO sense to MAIL IN THE POST when it is an E-CARD. They are lying about the amount, it is threatening my internet service and i have a home business which depends on internet. And if I try to get new service I will be denied based on credit damages.I want refund on my late charges, to include the ADJUSTED discount or the auto pay (which is only not active becuase Verizon is stealing money from me by NOT giving the card they owe) and the fulfillment of the $200 gift card which they admit to owing but refuse to stop lying about issuing. They also have chat logs but REFUSE to provide them to the customer so that i can't lodge them here. I DO take photos of the entire conversations, though, and would be providing them here if it weren't going to be an overload of data to send them. but they ARE available.

  

  Business Response

  Date: 04/30/2024

  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 having not received a $200 gift card she was promised. 
  
  Please be advised, the gift card was reissue and we have confirmed satisfaction with the customer.
  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