Complaints

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

close

Find a Location

Verizon Communications has 195 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• Headquarters Location

  

  Verizon Communications

  140 West Street New York, NY 10007-2141

  
• 

  Verizon Communications

  121 Lauren Ln Woodstock, GA 30189

• 

  Verizon Communications

  Honolulu, HI 96813-2810

• 

  Verizon Communications

  13865 Sunrise Valley Dr Herndon, VA 20171

• 

  MCI, Inc.

  601 S 12th St Arlington, VA 20598

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:11/27/2024

  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 trying for over a month to cancel my phone line REMOVEDas it stopped working. I have tried to log in and that does not work. I have call many times and sat on hold for REMOVEDminutes at a time. I have tried to use the chat feature and that does not work because no way to log in. I want this account cancelled.

  

  Business Response

  Date: 12/03/2024

  We spoke with the customer regarding their inquiry. They advised their concerns have been resolved and cared for and value their feedback. 

• Initial Complaint

  Date:11/25/2024

  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.

  VERIZON UNABLE TO RESOLVE MONTH LONG ISSUES WITH FIOS SERVICES AND UNRESPONSIVE AFTER DEALING WITH EXECUTIVE CUSTOMER SERVICE TEAM

  

  Business Response

  Date: 12/16/2024

  Dear BBB,
  Thank you for referring the complaint of REMOVED to our office for review.  We appreciate this matter being brought to our attention.  REMOVED expressed concern about his REMOVEDservice.
  Please be advised, according to our records an order was placed to upgrade REMOVEDequipment. When the technician dispatched,  he discovered the new tv set top boxes were not compatible with REMOVEDhome theater setup. The order had to be canceled and a new order placed for different set top boxes. The technicians were unsuccessful activating two of the new set top boxes during multiple dispatches. It was discovered the canceled order was still in a backend system causing a mismatch. Orders were placed to remove the mismatch REMOVEDequipment and correct the profile. While this was being done the dial tone was lost and had to be restored also. When the technician was dispatched on 12/13/24, he reset the system and unfortunately the two set top boxes that worked previously no longer did. The issue was escalated, all systems were updated and all set top boxes were activated. We spoke with REMOVEDon 12/16/24 and apologized for the trouble and inconvenience he experienced. We confirmed with REMOVEDthat the phone and REMOVEDwere both now working and agreed to apply a credit to the Fios 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 REMOVEDor online at REMOVEDor the My Verizon app. Thank you.
  Sincerely,
  
  REMOVED.
  Verizon Executive Relations Team

  Customer Answer

  Date: 12/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  REMOVED
  
  
  
   
  
  

• Initial Complaint

  Date:11/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to apply for fios services and there are some accounts outstanding with balances. I have no recolection of 2 of the 3 accounts. Please send documentation and I need to rectify the outstanding balance

  

  Business Response

  Date: 12/06/2024

  Dear BBB,
  

  Thank you for referring the complaint of REMOVEDto our office for review. We appreciate this matter being brought to our attention. REMOVEDexpressed concern about written off accounts he had with us previously.
  

  Please be advised, we have spoken with REMOVEDand provided him with the balance totals of the written off accounts as well as the contact number for the agencies that have those accounts.
  

  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 REMOVEDor online at REMOVEDor the My Verizon app.

  Thank you

• Initial Complaint

  Date:11/21/2024

  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.

  we have been with out land lineservice for aver a week now, weasked for it to be repaired and were REMOVEDit would be done by 11 pm on tues 12th. when wecalled backtosay it was not fixed, we were told there was great news, we qualified for voice connect, maybe, they wanted to send out a tech to install it. we asked them to fix the line. i receive a phone call on nov17th saving again the line was ws to be fixed that dsy by 11 pm, it was not. I called again only to be told we had too choices, voive connect or continued poor service and outages since they were getting rid of the old, broken crumblling copper wires, this was the techs words not mine. i said i was a verizon customer for 30 years fix the lines. they sent me a text saying a tech woulkdbe ariving tomorrow to install voice connect. beaten i told my husband to just let them come. and we will ask him to fix the line. but the tech was a no show. my husband and are are seniors. we do not have our cell phones hooked toour hips, please ask them to just fix the line and stop trying to high pressure sell us something else.

  Customer Answer

  Date: 12/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  REMOVED
  
  
  
   
  
  

• Initial Complaint

  Date:11/19/2024

  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.

  My wife a cell phone cell number for years: REMOVED. I added fios in january 2024. Account: REMOVED. We followed the instructions to link the two accounts to get a promotional discount of $25 per month. The cell account was accidently linked to an old Fios account: REMOVED. We have called repeated to try to get these accounts linked and get the discount. After hours, incluind another hour today, still no resolution. I did move a second cell line: REMOVEDto another carrier because of this bad service in July. I would like the retro discount of $250 credit applied to my Fios account

  

  Business Response

  Date: 11/08/2024

  Thank you for contacting Verizons Office of Executive Relations regarding REMOVED REMOVEDs complaint.  In her/his complaint, received on 11/08/2024, there is a concern regarding the mobile+ home discount. 
  Upon further review, weve determined the customers concern should be addressed by our Verizon Wireline team.  Per BBB guidelines, please forward REMOVED REMOVEDs complaint to the appropriate Verizon Team.
  
  REMOVED            REMOVED
  REMOVED        REMOVED
                       REMOVED
  REMOVED               REMOVED 
  
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

  

  Business Response

  Date: 12/04/2024

  Dear BBB,

  
  Thank you for referring the complaint of REMOVEDto our office for review. We appreciate this matter being brought to our attention. REMOVEDexpressed concern about not receiving the Mobile +Home discount her Fios account.

  Please be advised, that we reached out to the customer to discuss this matter by phone on 11/202/2024, 11/21/2024, 11/26/2024, 12/04/2024 and by email on 11/20/2024, 11/21/2024, and 11/26/2024. We also mailed a letter on 11/26/2024 and have yet to receive a response from the customer so we are considering this matter as resolved and closing the case.

  
  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 REMOVEDor online at REMOVEDor the My  Verizon app. Thank you.

  
  Sincerely,
  .
  Verizon Executive Relations Team

• Initial Complaint

  Date:11/18/2024

  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 contacted verizon and returned a set top box a few years ago (July 2022). I was checking my bill for something else in Nov 2024 and noticed that I was still being charged for the set top box that was returned years prior. After talking with the representative, they removed the set top box on my account so I wouldn't be continually charged for it, and then I asked what can be done to remedy my issue of being overpayment from being overcharged for a set top box that I no longer had. They reported there was nothing they could do. I found the receipt for the returned equipment (7/7/22), so I've ultimately been charged approximately 28 months for a set top box that was returned (REMOVED/ month for 28 months = REMOVED). I tried to work with them for crediting my account of the amount of overpayment, which would ultimately work itself out in future bills. I asked to speak to a manager as well. And all avenues were met with the response of basically "there's nothing that I can do". I've been a verizon customer for years, and it is disappointing that I can overpay by so much (from an error on their part), and the aren't doing anything to remedy it. Extremely disappointing.

  

  Business Response

  Date: 12/13/2024

  Dear BBB,
  
  Thank you for referring the complaint of REMOVED to our office for review.  We appreciate this matter being brought to our attention.  REMOVED expressed concern about being billed for an additional set top box.
  Please be advised, we spoke with REMOVEDon 11/19/2024 and apologized for his inconvenience. We informed him that we would place an order to remove the unneeded box, and follow up once his 12/08/2024 bill printed to ensure it was removed. On 12/13/2024, we were able to reach REMOVEDand confirm that the set top box had been removed and the appropriate credit had been placed on the account for the erroneous billing. REMOVEDstated that all his concerns were resolved and it was ok to close his case.
  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 REMOVEDor online at REMOVEDor the My Verizon app. Thank you.
  
  Sincerely,
  
  Verizon Executive Relations Team

  Customer Answer

  Date: 12/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  REMOVED
  
  
  
   
  
  

• Initial Complaint

  Date:11/18/2024

  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 purchased a cellphone with Verizon and on my plan it says I will get a REMOVEDdiscount on my internet plus I was told by the agent who sold me the phone that I would get a discount if i bundle my home service and wireless on my home service bill plus I was told by a different agent that i could add on the teachers count but when i called today to find out why I wasnt receiving any of my discount I was told I cant get them I want my discount as promised my mom said she switched from Verizon bc they wouldnt give her her discount I should have listened nd went with REMOVED

  

  Business Response

  Date: 12/06/2024

  Dear BBB,
  
  Thank you for referring the complaint of REMOVEDto our office for review.  We appreciate this matter being brought to our attention.  REMOVEDexpressed concern about promotional discount. 
  
  Please be advised, on 12/6/24 we applied the promotion to the account and applied an adjustment. The customer balance this month is $167.57 which was due 12/1/24. The new monthly charge is $202.57. The customer 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 REMOVEDor online at REMOVEDor the My Verizon app. Thank you.
  
  Sincerely,
  
  Verizon Executive Relations Team
  
  

• Initial Complaint

  Date:11/12/2024

  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.

  Hello,Im hoping that someone else will reach out bc I spoke to a spokesperson at the executive level by the name of REMOVED. He informed me he would escalate this issue to the correct department and never heard anything..It saddens my heart that I yet again have to make another complaint about my current bill. When I first signed up to Verizon it was bc of the ACP/lifeline plan. I couldnt get my lifeline activated then and there but eventually get it right. I was informed by three representatives that I have up until before November 6th to submit the code for the lifeline plan. Which I did, they told me that if I submit it before that date my plan would basically be $40 with Hulu and REMOVEDplus included. But now Im getting calls and notifications about owing$238. I paid $160 only because my account apparently is placed on suspension as I had been trying to pay my bill prior to auto pays attempts but the card never went through. I did this as well with a customer representative same thing. When I first signed up to Verizon I informed you guys that we had a hardship which was my spouse being in dialysis and I being his care take were on a very strict budget. Verizon was our best solution after leaving spectrum because their prices was out of our budget price point. Im writing this in hopes that Verizon would honor its words an adjust my billing statement to $200. As per conversations it was said if lifeline is applied before the 6th of November theyd be an adjustment instead of $79 its be $39. Please see proof of adjustment for when I recently called and the call mysteriously dropped. And my current bill.

  

  Business Response

  Date: 11/20/2024

  Dear Better Business Bureau,
  
  Thank you for referring the complaint of REMOVEDto our office for review. We appreciate this matter being brought to our attention. REMOVEDexpressed concern about her Verizon Fios bill.
  
  According to our records, REMOVEDenrollment was unsuccessful on September 17, 2024 due to expired an expired application ID and she was directed to the REMOVED(REMOVED). On REMOVEDenrollment was unsuccessful on October 25, 2024 because the address provided to the REMOVEDdid not match the Verizon account address on file. Neither of these unsuccessful Lifeline enrolments were the result of any Verizon error. Additionally, REMOVEDhad returned payments due to insufficient funds on October 1, 2024 and October 30, 2024. Neither of these unsuccessful payments were the result of Verizon error, and any related insufficient fund fees or late payment fees are applicable. As such, the suspension notice sent on November 2, 2024, dated for November 14, 2024, was valid at the time of it's delivery. REMOVEDand Verizon Forward discounts were successfully added to were account on October 29, 2024. The discounts are reflected on REMOVEDNovember 6, 2024 bill for the periods of 10/30/2024 to 11/6/2024 and 11/7/2024 to 12/6/2024. During the handling of this complaint, REMOVEDexperienced an internet service outage reported on November 14, 2024 and resolved on November 16, 2024 with a repair to the customer's Optical Network Terminal (ONT). REMOVEDwas issued a credit of $1.33 for the two days out of service. Verizon advised REMOVEDthat if she wants to pay her bill with a gift card, then she should select Gift Card as a payment method online.
  
  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 REMOVEDor online at REMOVEDor the My Verizon app. Thank you.
  
  
  Sincerely,
  
  Verizon Executive Relations Team

• Initial Complaint

  Date:11/12/2024

  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.

  The Lifeline Program is a federal program for REMOVEDtelecom/internet service. Verizon has a department that fraudulently pretends to be the federal representatives of Lifeline.

  

  Business Response

  Date: 11/04/2024

  REMOVED
  REMOVED
  REMOVED
  REMOVED
  REMOVED
  REMOVED
  REMOVED
   REMOVED
  Dear REMOVED:
  The Verizon REMOVEDcontacted the customer regarding a notice received from the Better Business
  Bureau. Verizon reviewed the account and attempted to work directly with the customer to resolve their concerns. The
  customer has been provided with our contact information for additional questions, requests, and/or correspondence
  specific to these concerns. Unfortunately, despite several attempts, we were unable to speak with the customer to
  resolve their concerns.
  Should the customer have any further concerns, they may contact customer service at REMOVEDor *611 from
  their Verizon Wireless handset. Thank you.
  Sincerely,
  REMOVED
  Executive Relations

  

  Business Response

  Date: 12/20/2024

  Dear Better Business Bureau,
  
  
  Thank you for referring the complaint of REMOVEDto our office for review.  We appreciate this matter being brought to our attention. REMOVEDexpressed concern about the Lifeline discount on REMOVEDs Verizon account.
  
  Please be advised, on 12/16/2024, Verizon spoke with the customer to correct the account name and reinstated on 12/19/2024.  Credit has been applied to the account to honor the discount on prior bills missing the discount and remaining balance on the account is currently zero. 
  
  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 REMOVEDor online at REMOVEDor the My Verizon app.
  
  
  
  Sincerely,
  
  Verizon Executive Relations Team

• Initial Complaint

  Date:11/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to dispute an inaccurate item on my credit report with VERIZON, which I believe is a result of identity theft. I have filed a complaint with the REMOVED(REMOVED) and submitted a report on REMOVEDregarding this matter.The following account with REMOVEDdoes not belong to me, and I request that it be removed from my credit report:Creditor NameOpened DateAccount NumberAmount VERIZON06/27/2020REMOVED$178.00 I request that you investigate this entry and remove it from my credit report. Please inform me of the results of your investigation in writing.

  

  Business Response

  Date: 11/25/2024

  Dear BBB:
  
  Thank you for referring the complaint of REMOVED to our office for review.  We appreciate this matter being brought to our attention. REMOVED expressed concern about an account reporting to the credit agencies that he feels is fraudulent. 
  
  Please be advised, that we have made several contact attempts by phone, email, and mail to further address his concerns. We unfortunately have not been able to reach REMOVEDto further discuss the concerns brought to our attention. 
  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 REMOVEDor online at REMOVEDor the My Verizon app. Thank you.
  
  
  Sincerely,
  REMOVED.
  
  Verizon Executive Relations Team