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 Online/Fios/DSL Services for Metro Washington DC

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

• 

  Verizon Communications

  PO Box 110 Tampa, FL 33601-0110

• 

  Verizon Communications

  PO Box 33051 Saint Petersburg, FL 33733-8051

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/22/2024

  Type:Product 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 was promised gift cards in the amounts of $200.00, $200.00, $50 only received 1 gift card for $200.00. Previous notifications and acknowledgement from Verizon agents that 2 cards were stuck in processing mode $200, $50 and was never received, after months of chatting, and calling I will like some resolution on this matter. Please credited my bill $300. For what was promised and the inconvenience.

  

  Business Response

  Date: 03/19/2024

  March 19, 2024

  Dear Better Business Bureau,

  Thank you for contacting Verizons ****** of ********* Relations regarding ******************************* complaint. In her complaint,
  received on 03/19/2024, **************** advised she has not received a $200 and $50 gift card for her Verizon Landline services. ***
  ****** is requesting a bill credit in the amount of $300 for the services and inconvenience.

  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.

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

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

  Sincerely,
  *****

  Customer Answer

  Date: 03/26/2024

  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 truly appreciate your fast response and efforts that this matter was taking care of in a timely manner. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/22/2024

  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 am an older consumer who has used a 3rd party landline provider (Trinsic) many years because Verizon (V) is cost prohibitive for directly providing landline service OnLY. V disconnected my landline service of 23 years midday in Oct 2023, stood me up for 2 scheduled home visits in ********* 2023. V has since blamed me -my 3rd party phone company told me- V said I was not available all those months. Executive customer service has been abusive- ******* yelled & screamed re my cell service disconnection in Jan, 2024 which V had severe problems reconnecting. V left me without ANY telephone service for weeks- I had to temporarily reactivate my old cell phone with a temporary number to have a phone for my personal safety while medical professionals for myself (& a close friend receiving chemo ) struggled &were confused trying to maintain contact with us, One friend came into town looking for me- my phone number of over 23 years is connected to many of my accounts & thus helped cause a disconnection of my water service ! my **************** in it has been turned upside down. My safety had been impacted, I was harassed on text by V for money that couldnt be explained - V forced me to have a credit check to place an order to come out to replace copper wiring. A kind v store employee suggested I try using my home phone on a wireless box to lower my monthly bill but the device was defective & I returned it within the 1st month warranty period. I am now struggling to get my landline number back into the pole- a supervisor scheduled a tech to come here last Wednesday and I was stood up for the 3time last week! Verizon did not call until this morning at 9:15 EST. I was resting in bed per my doctor this ************ blood pressure went up because ***** was not correctly informed.. As a senior citizen this regulated utility has been rude, neglectful of its responsibility to not exploit a consumer financially, to not inflict emotional abuse nor blame a senior citizen.

  

  Business Response

  Date: 05/15/2024

  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 reconnecting her home phone number with Verizon. 

  
  Please be advised, we have addressed this issue with ************** including resolving her concerns regarding port in and any credits due to this issue were applied. 

  
  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:03/21/2024

  Type:Customer Service 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 am trying to find out basic information about my bill for Verizon FIOS Home Cable/TV/Phone. I keep on being forwarded to the "My Verizon" App which ONLY has information about my ***************** This is happening on both my phone and on my PC application. No matter how much I try I can't get FIOS account info. Like an explanation of my bill.When I call Verizon they only give me an option to talk to them on March 26th. This is totally unacceptable

  

  Business Response

  Date: 03/29/2024

  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 the My Verizon App and billing. 
  
  Please be advised, that we spoke with ************************* on March 25, 2024, and assisted him with logging onto the Fios platform on the My Verizon App and we merged the Wireless and Fios accounts on the app per *************************** request. We discussed billing and plan options with ************************* and at this time he does not wish to make any changes to the account. ************************* is satisfied 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 Answer

  Date: 04/02/2024

  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.

   

  I VERY MUCH appreciate your help!
  
  Sincerely,
  
  *******************
  
  
  
   
  

  
  

• Initial Complaint

  Date:03/17/2024

  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.

  12/01/2023: A Representative came out in a Verizon Dodge Caravan family mini-van, and did not Identify herself as an official Verizon FioS technician. She (********* - found her name by a text she sent me!) started working on the house outside. This ticket was called in for outside wiring that was dangerous to others and off of the house. The wiring is for analog copper phone lines. As you will see with the attached emails, my residence has 4 analog phone lines, television, and internet. The two documents will show someone dispatched for two tickets to the same house on the same day, to be handled by one technician, and the calls, Verizon RECORDS AND MONITORS THE CALLS SO YOU CAN SEE WHAT THE INITIAL CALLS WERE FOR - OUTSIDE WIRING. Previous to ********* coming out, two other service technicians were out, that declared this to be outside wiring, ******** and ***. *** went as far as to give me his Verizon phone number to call him if anything occurs. This lady, *********, came in, did not identify herself, was asked to leave, continued to work, worked, broke my **** line, had to reattach my ***** ***** and 1*** all outside on the side of the house, and double charged me for all the analog lines, trip charge, and TV (never touched.)Now, I was also insulted by the garage *******, *********************, whose cell phone I was given by ********, to call about ********* being here and it all being outside work. ***** insulted me and told me whatever his technician did is billable, and, it's my word against hers. After speaking to billing, I was told they will reimbuse me one trip charge but nothing else. I wan't mediation or more from the BBB. I have contacted the ***** of ****** Utilities already and they are unable to do anthing except suggest litigation. I want my money back along side an apology from Verizon (******.) I want mediation or to take this to court. I was lied to, never advised of charges, not introduced to the tech, and I was ROBBED. Please help.

  

  Business Response

  Date: 03/20/2024

  We spoke with the customer, and addressed their concerns. They were not satisfied with the resolution to the case. 

  Customer Answer

  Date: 03/20/2024

  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:

  There was no resolution provided except that they are right and I am wrong. ************************* cell phone is not recorded or monitored for quality and he is the one giving me a problem and lying about the job in its' details and the scope of work. *****, while protecting ********* by saying she did right, failed to understand that two of his other technicians already in previous, declared this job an outside job. ***** and his manager keep coming up with lies that I wanted things and I was advised of things when I wasn't and I wanted ********* gone and *** to come back out. *** and ******** both said it was outside work that has to be done and there is no charge for outside work. 

  Verizon changes their story and answers every time I engage with time over this matter. They lie about being told there was charges explained, wanting ****s, TV information, they are now trying to say my house had no outside work and everything was billable. This is a matter of Verizon's word verses my word as the home owner. 

  I have 4 phone lines, two televisions, and internet provided from Verizon.

  ********* billed for service on two orders (lie! and ***** and his manager state these are correct,) The two orders were at the same time. ********* took advantage since I called in twice, once per ***, a service tech of Verizon, and again because of ********, another technician of Verizon, and I was told to call in the ticket for outside wiring. ********* broke the wiring to my **** line and could not trace the line even though there was an existing **** and the line had tone prior to her touching the outside wiring. ********* never touched a television or internet. They are lying to BPU and now lying to BBB.

  I still seek my refund for all billed one-time bills dated December 1, 2023. This matter has been going on since December 1, 2023, along with the BPU.

  I am requesting a full refund of over $400.00, and/or mediation to resolve this matter. 

  There is plenty more I could type but that for discussion. 

  The sad part is they are trying to get away with this because everyone who has called me from the garage and management, called from their cell phones and the calls are not recorded or monitored, and now they are trying to get away with robbing a long time customer of $500.00. *****'s number, through a cellphone carrier, is not monitored or recorded *************.)

  Please help with this matter.

  Thank you,

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

   

   

   

   

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

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

  

  Business Response

  Date: 04/02/2024

  We spoke with the customer. We were able to address their concerns. The customer was not satisfied with the education he received regarding his issues with technician disputre and the remainder of his resolution.

  Customer Answer

  Date: 04/03/2024

  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:

  Verizon keeps emailing me when they were told to call after 4 pm, as I am working. This emails are threatening and unjustified. This is ongoing to all the lies that ***** and ********* have given since their line are not recorded for quality assurance nor are recorded, especially since ***** identified himself from his cell phone. Verizon is using the wrong dates for the partial credit of ****** they have given me, for dates of service (they are indicating that the work was done and they are giving me credit of ****** for misc. work <which is still unjustified and a lie>, and, they are lying by stating a new was requested, however, my services from ****************** to date, does not show for a new phone line to be run. ********* broke the paired wire outside and could not trace it and had to rerun a new line. The new line she ran to bring my fax machine back up and running was placed in the same location and a jack in the same location as the pre-existing one. 

  Verizon and its employees are misappropriating their story to my account and they are deceitful, yet misleading. The ongoing bullying by Verizon's staff to collect money for work that was not advised prior to working, money for lines ********* didn't know what she was doing and broke and now changing the purpose, and ongoing back and forth threats from ****** via email.

  How can Verizon conduct themselves in such a malicious manner toward its customers in this matter and tell me, "it's your word against my technician's word. What my technician says is what goes! <quote of *********************, shop manager? 

  Requesting mediation from the Better Business Bureau due to the ongoing fabricated stories Verizon is providing the Better Business Bureau. I am not requesting a call from Verizon.

  Thank you

   

   

   

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

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

• Initial Complaint

  Date:03/17/2024

  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.

  Good afternoon Im little disappointed with Verizon Fios tech support. I called on Friday March 15, 2024, because I was getting a signal for my ******* and my alarm system. I spent approximately 2 hrs on the phone with tech support. He did everything he could to get my system working properly didnt have much success. He advice me to get a WIFi extender. I picked that up on Friday got another representative. She wanted me to put the box in the room with the weakest signal. I was supposed to plug in cable *****************. That wasnt successful because the cable wouldnt work with the splitter. She was supposed to make appointment for a tech to come out on Sunday March 17, 2024. sourced center. I called tech support to see when the tech was supposed to arrive no tech is coming. Im already frustrated and ready to drop Verizon and keep my *** services. At least with *** I got a strong WIFi signal for all my devices. Im not a happy person. When tech came out on Thursday he should have made sure my stuff was working properly. Im a frustrated and upset customer.

  

  Business Response

  Date: 03/27/2024

  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 an issue with Verizon Tech support and phone service.
  
  According to our records, a technician was dispatched to ******************, and the internet issue was resolved. ****************** had a request for phone service that had not been activated. We contacted our support team and had the phone service activated. We spoke with ****************** and confirmed that her services were working and she had no further concerns.
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience *************************** has experienced regarding the above matter.

• Initial Complaint

  Date:03/15/2024

  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 was entitled to receive 2-3 promotions in return for signing-up for Verizon Fios in early December.Despite the timelines for receipt passing, I have not received a single of the benefits promised. I was due to receive one gift card 3 months ago and the other 1.5 months ago. I have raised this issue multiple times, and received calls from the Executive Relations team promising to remedy the situation. But, no remedy is made (although simple to do), and the person does not respond to calls/emails.The last time, I had to take a day off work to be home during the scheduled call with the person from Executive Relations. She never called or emailed, and has been unresponsive to this day (2 weeks now). I have the emails with promised resolutions and attempts by me to contact for a swift and productive resolution. I just want the promotions promised, for which I transferred service to Fios, and the service for which I am subscribed. Verizon Fios is handling this terribly.

  

  Business Response

  Date: 03/28/2024

  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 promotions and gift cards.  

  Please be advised,  we have contacted *************************** and have confirmed this issue is resolved.  

  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:03/13/2024

  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.

  Verizon randomly increased my rates -> I tried to talk to someone because I wasn't notified about it and saw charges. I was called for a previous BBB complaint where I asked they call back on the friday where I had time to talk (had a hectic work schedule). They said they would call back and didnt. Still trying to resolve the higher prices on the account. Also adding to it that since then I have tried to close out my account due to the high prices and cant reach a human being anymore. Not really sure what to do anymore. They said I cant close out my account until I pay for something I didnt agree to in the first place

  

  Business Response

  Date: 03/25/2024

  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 an increase on his bill.
  Please be advised, we have attempted to contact **************** on several occasions via phone and email with no response. We sent **************** an unable to reach email and letter and still have been unable to get in contact with him.
  

  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:03/13/2024

  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.

  After receiving a company required update to my service on 2/21 my *** stopped working. I talked to Verizon representative's two times, was given a ticket number, and instructions on how to reboot my STB, Nothing worked. We are still being charged for the *** service but it's still not working. The company is aware of this problem, but today is two weeks since the update and still no service. We are still paying for this service and yet, nothing. I did receive two phone calls from Verizon last week about the issue, so they are aware of this problem.

  

  Business Response

  Date: 03/07/2024

  **** *** **
  ******* ** **********
  
  ***** *** ****
  
  
  Dear BBB,
  
  Thank you for contacting Verizons ****** of ********* Relations regarding Joseph **************;complaint.  In his complaint, received on 03/06/2024, he expresses concern with his DVR service.
  
  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.
  
  ******            ************************************************
  ********        **************************
                       ******** ** *****
  ****               ************ 
  
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  
  Sincerely,
  
  *******

  

  Business Response

  Date: 03/21/2024

  Dear BBB,

  
  Thank you for referring this complaint to our office for review. We appreciate this matter being brought to our attention. Please be advised that we spoke to the customer regarding their inquiry and resolved all their concerns. We apologize for the inconvenience that he has experienced and confirmed they had no further concerns that need to be addressed. We trust this information will assist you in the closing of this complaint. 
  
  Sincerely,
  Verizon Executive Relations
  

  
  

• Initial Complaint

  Date:03/08/2024

  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.

  On 2/7/2024 I called customer service at ********************** to upgrade my router it was an $18 per month charge minus a $10 loyalty credit for the 1st year net $8 more a month to my bill which I agreed to new bill would be $169.88 per month. They sent out a person on 2/12 to replace router when he finished job and left our house my bill increase to $222.49 that's an increase over 30% or $52 for the same service just a new router. Contacted customer service yesterday they could only see that 2 discounts I had that state on my bill discount has no current expiration went away just by coincidence they day my router was replaced. They attempted to upgrade me to a new plan at $205 per month saying my current plan is no longer available. I just want my bill service returned to prior to 2/12 or $169.88

  

  Business Response

  Date: 04/05/2024

  Hello 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 discounts falling off his account. 
  
  According to our records, we have reached out to *************************** and have provided a satisfactory resolution. We have made the necessary adjustments to his account, *************************** is satisfied with the provided resolution.
   
  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.

   

  Thank You 

  Customer Answer

  Date: 04/10/2024

  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:03/07/2024

  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 had my landline # ************ for over 40 years. The Originator is Verizon, however I transferred the # to ******* when I canceled my service last year. I am now with ****** acct #**********, who has tried obtain the # per my request. When I contacted ******* they advised the # was sent back to Verizon after 60 days. ****** has tried & has been unable to obtain. The # has not been assigned to anyone. I am requesting Verizon to release the # because i have aot business connected that #....thank you

  

  Business Response

  Date: 03/11/2024

  Hello 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 porting her number over to a different provider. 
  
  According to our records, we reached out to *********************************** and provided the necessary information regarding her port request. We advised *********************************** that since she was with another service provider and that account is no longer active, the desired number has been sent back to Verizon and is not portable since it is not active. I advised *********************************** the necessary steps to make the desired number active which will then allow her to port it to her desired provider. *********************************** was satisfied with the provided information and resolution. 
  
  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.

   

  Thank You