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Complaint Details
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Initial Complaint
10/29/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I am not liable for this debt with Verizon Wireless, I do not have a contract with Verizon Wireless, they did not provide me with the original contract as I requested.Business response
10/30/2024
P.O. Box 10
Newark, NJ 07101-0010
October 30, 2024
Better Business Bureau of New Jersey
1700 Whitehorse - Hamilton Sq. Rd. Ste D5
Trenton, NJ 08690
RE: Complainant: ***** ********
Complaint Number: ********The Verizon Executive Office contacted the customer regarding a notice received from the Better Business Bureau. Verizon reviewed the account and worked directly with the customer to address their concerns. The customer has been provided with our contact information for additional questions, requests, and/or correspondence specific to these concerns.
Should the customer have any further concerns, they may contact customer service at ###-###-#### or **** from their Verizon Wireless handset. Thank you!
Sincerely,
Cecilia
Executive RelationsCustomer response
11/03/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** ********Initial Complaint
10/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Someone got a whole to my information and open up a fraudulent account and I’m not responsible for what ever that accused I have placed a freeze on my ssnBusiness response
10/29/2024
Dear BBB,
Thank you for contacting Verizon’s Office of Executive Relations regarding ******** ******** complaint. In her complaint, received on 10/28/2024, the customer expressed concern about an account being open fraudulently in her name.
Upon further review, we’ve determined the customer’s concern should be addressed by our Verizon Wireless team. Per BBB guidelines, please forward ******** ******** complaint to the appropriate Verizon Team.
Email: ************************************ ******** ** ** *** ** ******* ** **********
We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
Sincerely,
Verizon Executive Relations TeamBusiness response
11/07/2024
P.O. Box 10
Newark, NJ 07101-0010
November 07, 2024
Better Business Bureau of New Jersey
1700 Whitehorse - Hamilton Sq. Rd. Ste D5
Trenton, NJ 08690
RE: Complainant: ******** ******
Complaint Number: ********
The Verizon Executive Office contacted the customer regarding a notice received from the Better Business Bureau. Verizon
reviewed the account and worked directly with the customer to address their concerns. The customer has been provided with our
contact information for additional questions, requests, and/or correspondence specific to these concerns.
Should the customer have any further concerns, they may contact customer service at ************ or **** from their Verizon
Wireless handset. Thank you!
Sincerely,
Marissa
Executive RelationsCustomer response
11/12/2024
Complaint: ********
I am rejecting this response because:
Regards,
******** ******Initial Complaint
10/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I tried Verizon home internet for one month during a promotion in April 2024. The internet was very slow so I canceled it after and returned the device in May 2024. Verizon charged me a fee for unreturned equipment of $200 even though I have proof from *** that the device was returned. I have called to dispute it 6 times. Each time, they tell me the credit has been filed and will be reflected on next month’s bill, but it has not been. Each month, I am charged a late fee for underpaying my bill because I have not received the credit. I feel I have exhausted all options with Verizon and don’t know how else to get this resolved. This has been going on for 5 months now.Customer response
10/31/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.From: noreply@bbb.org <noreply@bbb.org>
Sent: Tuesday, October 29, 2024 11:28 AM
To: info@newjersey.bbb.org
Subject: Message from BBB.org
I opened a complaint yesterday in regards to Verizon Wireless - ********. They have resolved the issue as of this morning and provided the refund I've been working to get for 5 months. Thank you for your help! Warm regards, ****** *******
Sent from ****** ******* (************@*****.com)
Regards,
****** *******Initial Complaint
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Verizon has been overcharging me and refusing to honor agreements since August. I made use of a promotional offer where I got a "free" new phone. I did not like the new phone so I attempted to return it. They did not credit the return, and have been overcharging me as though I did not return it. On 10/10/24 I thought I resolved this, with the Verizon Agent agreeing to give me compensation for my trouble in the form of a one time reduced monthly bill of $47.92, and an ongoing reduced bill of $128.73. Today I received my new bill and this agreement has not been honored. Verizon is billing me $116.92 this month, and is forecasting $153.73 for future months. I would like the bill I agreed to. Additionally, for me to feel indifferent regarding this whole nightmare (which cost me probably about a dozen hours of time and stress), and to not regret ever bothering with the stupid promotional offer, I would need a store credit of $1000, payable toward my bill (at the new agreed upon rate). My understanding is this would be the appropriate amount of damages for a lawsuit, but I'm not a lawyer.Initial Complaint
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Had to upgrade when my note 20. Only 3 years old completely died. Had to get a new phone the same day due to work. Got this galaxy s24 ultra 256gb ( i specifically told the sales person i wanted the 512) i found out what he did after it was too late. I do a ton if videos and use a lot of storage. That's a separate issue. My issue is this battery dies in 2 to 3 hours. Unacceptable for a brand new phone. I paid over $1700 for junk. Called Verizon and they sent me to a repair shop that I set appt for 1030 on a Saturday. Got there at 10. And line was out the door. I went to the front and got yelled at by the people waiting. So I said I have an appt. They all did as well. The guy told me it works be at least 3 to 4 hr wait. Just to see them. Not to diagnose the phone. I don't need a diagnosis. It's junk. And 3 other people in line had the same model and same issue. I'm not going to stand in line all day just to get the diagnosis I already know. I had spine surgery 9 months ago so standing anywhere for that length of time is not possible. This phone is only a few months old and I have to constantly charge it. I have a 7 year old iPhone that stays charged for 2 days with no need to constantly charge. Also. I'm not going to waste a ton of time doing a reset again just spend weeks putting everything back in. It's an ordeal already dealing with a new phone to being with. Not to mention my previous only lasted 3 years. BTW that held a charge longer than this one. I will not allow assurion to send me a used phone. Also, when this phone was brought to me it was in an open box. No thin protector on the screen and clearly had fingerprints on the screen. I think this was returned and then restocked. And was unloaded on me. The fact that I specifically wanted 512gb and was given 246gb now I know why. They probably made more money unloading a bad phone. I did not like that sales guy at all. I'm in I.T. and he had the nerver to ask me for my Samsung acct password.Initial Complaint
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We ceased our business with Verizon in 2023, however they keep sending me bills even though we have called them 6 different times. Each time they say they have the problem fixed, but we keep receiving invoicesBusiness response
10/22/2024
PO Box 105378
Atlanta, GA 30348
October 22, 2024
Better Business Bureau of New Jersey
1700 Whitehorse - Hamilton Sq. Rd. Ste D5
Trenton, NJ 08690
RE: Complainant: **** ****
Complaint Number: ********
The Verizon Executive Office contacted the customer regarding a notice received from the Better Business Bureau. Verizon reviewed the account and worked directly with the customer to address their concerns. The customer has been provided with our contact information for additional questions, requests, and/or correspondence specific to these concerns.
Should the customer have any further concerns, they may contact customer service at ###-###-#### or **** from their Verizon Wireless handset. Thank you!
Sincerely,
Israel
Executive RelationsCustomer response
10/26/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. In addition, they said my next bill will be zero. I have not received the zero bill yet, so I do not know if the issue has really been resolved.
Regards,
*. *******Initial Complaint
10/21/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a phone online and set for instore express pick up. When I arrived at the store after speaking with Customer Service, and them insuring me that I would be able to pick up the phone I purchased at the store and traveling over 45 minutes to get to that store. I was told that they did not have any in stock and to call customer service again. I did and was met by an extremely rude rep, who for over 40 minutes denied me access to a supervisor even though I repeatedly asked for one. Once I spoke to that supervisor, he was rude as well, refusing to even provide me with the other reps first name one. After speaking with him for over 15 minutes, it was clear that I was not going to get any help and I ended the call without getting the issue resolved. But to only get my order Cancelled after I asked repeatedly, for them not to cancel it.Initial Complaint
10/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have two Verizon accounts and am trying to get into them and am locked out. When I try calling the automated number it won’t let me press 3 for internet and I get disconnected. On top of this I have two business wires for Verizon without established accounts that I’m trying to get rectify with no success.Business response
10/26/2024
P.O. Box 10
Newark, NJ 07101-0010
October 26, 2024
Better Business Bureau of New Jersey
1700 Whitehorse - Hamilton Sq. Rd. Ste D5
Trenton, NJ 08690
RE: Complainant: ******* *****
Complaint Number* ********
The Verizon Executive Office contacted the customer regarding a notice received from the Better Business Bureau. Verizon
reviewed the account and 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 ###-###-#### or **** from their Verizon
Wireless handset. Thank you.
Sincerely,
Marissa
Executive RelationsCustomer response
10/28/2024
Complaint* ********
I am rejecting this response because: I did not receive several attempts for them to contact me. I received ONE this weekend and am awaiting for a response. I ask that this be kept open until things are resolved.
Regards,
******* *****Business response
11/04/2024
P.O. Box 10
Newark, NJ 07101-0010
November 04, 2024
Better Business Bureau of New Jersey
1700 Whitehorse - Hamilton Sq. Rd. Ste D5
Trenton, NJ 08690
RE: Complainant: ******* *****
Complaint Number: ********
The Verizon Executive Office contacted the customer regarding a notice received from the Better Business Bureau. Verizon reviewed the account and 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.
Should the customer have any further concerns, they may contact customer service at ************ or **** from their Verizon Wireless handset. Thank you.
Sincerely,
Marissa
Executive RelationsCustomer response
11/13/2024
Complaint* ********
I am rejecting this response because: I have not received follow up information for contact
Regards,
******* *****Initial Complaint
10/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I first placed an order with Verizon on September 16, 2024 - one for a new line and five upgrades. I was promised that all phones would be delivered on September 20, 2024. However, Verizon only shipped the new line and the rest of the order remained frozen with no progress. I called Verizon and spoke to a Drew, a Summer, and several other individuals who all told me, "Just wait two days. I will call you on this date at this time to check in with you regarding your order." The two days came and went and no one called me back. Someone finally submitted a "ticket" for me to try and get the matter resolved. I was told to wait two business days for the ticket to be taken care of. Two days later I received a text message from Verizon telling me that Verizon had an update on my ticket and that I would be receiving a call from a Verizon team member. However, several hours passed and no one called, so I reached a "Live Agent" via the Verizon chat feature and there was actually no update on my ticket and no one knew what was going on. I spent over an hour on the chat with the live agent and the agent literally did not know what she was doing, but instead kept asking me questions about the status of my order. After ten days of being lied to by multiple Verizon employees and not receiving my phones, I cancelled the order. However, another agent begged me not to leave and I resubmitted the order with a Verizon sales agent over the phone. I was told all of our phones were back ordered which I agreed to because I really do love Verizon's service and did not want to leave. What a mistake it has been. Ultimately, I am going through the same thing I went through with my first order. Verizon has lost my phone, even though it shipped on the 10th and no one will help me. As of now, between my two orders, I have spent over 12 hours on the phone with Verizon trying to get them to keep their word and simply deliver the phones I had already been charged for. Verizon has done nothing but lieInitial Complaint
10/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
i have wireless devise with Verizon for a few months now, 2 cell phone , 1 apple watch and 1 iPad since moving to florida the watch is not working , it will not connect, i contact verizon and ask the if i can send it back and take that off my account since its not in use they dont ant to take it oof unless i agree to pay $ 200 , now my stuck paying a bill on a watch im not able to use
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