Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered Verizon FiOS to be installed at my residence. When placing the initial order, we discussed installing three ethernet wall jacks. When the technician arrived, we did not install three ethernet wall jacks instead, we opted for the wireless boosters using preexisting connections available in the home. The three in wall jacks were not removed from my initial installation bill. I called went through customer service and about seven transfers took over seven hours and worked with a trainee for over an hour to get $180 credit.The following month that $180 credit was removed and they charged me and withdrew the money from my account without authorization or even a notification that they had taken that credit back.I did not receive this service and as such should not be charged for it.Currently, I am working in the chat system to try to resolve this but instead of getting a resolution. I have been transferred two more times. All I do is get transferred from place to place to place and nobody does anything. Im tired of getting the runaround fix this. Im calling the bank and asking them to take that $180 back from you immediately.The support team just transfers me from place to place managers even transfer me over and over. I can not find a solution is unattainable with support.

  

  Business response

  01/14/2025

  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 installation/work charges on his bill. 
  
  According to our records, We have reached out to ***** *********** and have addressed his concerns. 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 response

  01/14/2025

  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.
  

  Thank you for providing a pipeline that allows for solutions for more difficult problems.  Verizon was very expeditious in getting to the bottom of the matter and identifying the misstep in the original resolution. 

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

  
  

• Initial Complaint

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since buying my house in April of 2023, Ive had several extended outages with Verizon Fios, lasting entire days, usually business hours and evenings, when I would be home and need the service. After one lengthy outage in May of 2024, I received a service credit of $37.Yesterday, Sunday 12/22/2024, Fios internet was out the entire day, from 3:30am through the evening. This disrupted my entire weekend because of planned use of the internet service. I attempted to troubleshoot with Verizons automated systems and chatted online, opening a ticket. At every step, Verizons support denied an outage, then Verizon acknowledged the outage via text message to me at 4:14pm. Additionally, when service was restored later that evening, I had to spend 6 hours troubleshooting the smart home devices which now no longer worked. The manufacturer of my Yale Smart Lock stated that excessive, repeated outages and (required) factory resets had a caused a permanent system failure, and that this $300 lock would need to be replaced.I called Verizon 12/23/2024 at 9:00am. The first rep tried to claim that I never reported an outage, Therefore we wouldnt know until I produced the ticket #*********** She also stated that We dont reimburse for inconvenience. She acknowledged I had received $37 in the past, however could not articulate why I would not be provided a credit to compensate this time. I asked for this to be escalated, and an ****** came on the line, who immediately argued with and interrupted me, shouting me down at every turn. Im not hearing anything serious here. This extreme unprofessional handling of a case where the fault and the blame rests with Verizon needs to be addressed. More importantly, he also could not state the reason for not providing a service credit as compensation. He stated "We're not going to do that this time." I stated that Id be filing a ******************** complaint and he responded Good Luck!. This employee should be fired, or heavily re-trained.

  

  Business response

  01/02/2025

  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 service outage and the negative customer service experience.
  

  Please be advised, upon receipt of this inquiry, we spoke to *** ****** and fully addressed his concerns.  *** ****** 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

  Customer response

  01/02/2025

  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

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Verizon is intentionally making the cancellation process hard for customers. I used online chat to cancel ************* And it took 2 hours to cancel the service. During that time period, my web browser session expired about 4 times. This seems to be a tactic to stall the service cancellation. Verizon should create an easy way to cancel the services from their website. They already have the feature for moving services. Cancelling should be much easier. But they are intentionally making the cancellation process in person.

  

  Business response

  01/06/2025

  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 disconnection of his account. 
  Please be advised, on 1/6/25, we spoke to *** *** and advised that his account did reflect disconnected effective 11/10/24, however he would need to return his equipment to avoid future unreturned equipment charges. *** *** advised that he plans to return the equipment soon and didnt need a follow up on this matter from Verizon. He gave authorization to close out his concern with the BBB and Verizon. 
  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

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BLUF: Verizon is trying to charge me $375 for an internet box that I did not return. I did not return it because it was 7 years old, broken, and I was told on the phone when I called for a replacement that Verizon does not even use that box anymore.On Jul 20, 2018 I signed up for Verizon TV home services. Since then, I have not received new equipment until a few months ago when my equipment stopped working. I asked for new equipment to be sent and they did so right away. I was told on the phone that the equipment that broke was outdated and no longer used by verizon. Therefore I discarded it. There was no need to pay for shipping to return broken, outdated equipment that they no longer *******, verizon has sent me a $375 bill for not returning the broken outdated equipment that they have phased out. I saved them money by not having them pay for shipping for a unit that no longer worked. Now they are trying to charge me $375 for equipment that is too old and something they replaced with a newer model.

  

  Business response

  12/31/2024

  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 charged for unreturned Verizon equipment.
  
  Please be advised, we spoke with **** ****** on 12/24/2024 and the customer states that this matter has been resolved after speaking with customer service. 
  
  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

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called Berizon about a defective Digital Adapter. While talking to agent to activate unit was informed both my desk top boxes and Router need to be updated by end of mounts . The desktop units are free but under to use features of new unit have to spent 5.00 a month. The agent went n to say after hardware update we will have to start paying for each Digital unit. Been a customer of fios for over 25 years,? Boxs were given to us by Verizon when boxes became available. We also had unlimited **** but to to agent changing plan without permission had to start paying gii

  

  Business response

  12/18/2024

  We spoke with the customer, and addressed their concerns.  They were satisfied with the information provided and aware that we will be reaching back out to confirm full resolution. 

  Sr. Analyst - Verizon 

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have Verizon Fios internet service. Verizon added the ************* to my account for $30/month without my permission. When I became aware of this, I removed it from my account and requested a refund which they declined. I already have free ****** bundle through my cellular plan so would have no reason to ever add it to my Fios account.

  

  Business response

  12/09/2024

  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 having ******* added to his account with his knowledge. 
  
  According to our records, we have confirmed the feature has been removed and the appropriate adjustments have been made to the account. ******* ******** is satisfied with the 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 

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My phone downstairs when it rings, I have to press the "speaker" button in order for anyone to hear me talk. (???). When I called Verizon to find out how to retrieve my messages with the new phone, I was told that I needed to give "the full acct number", (The ONLY acct number that I have ************, so up to now I cannot retrieve my messages. When I turn the **** on I have to click the button two or three times before the **** will come on. (???) I simply want to get the service that I'm paying for each month.

  

  Business response

  01/10/2025

  ******* ********* ********* **** ****************** ** ***** ***************** ******* *** ****
  
  ***  ****** ******* **** ***** **** ** ******* ** ***** ********** ********** ****** *** ******** ********* ******** *** ****
  
  
  Dear BBB,
  
  
  Thank you for referring the complaint of ****** Freeman to our office for review. We appreciate this matter being brought to our attention. ****** Freeman expressed concern about trouble with her home phone hand set, accessing her voicemails, finding her full account number, and issues with a remote where the TV was not turning on right away.
  
  Please be advised, after working with the customer we advised that the home phone hand set is not Verizon equipment, and advised that she will need to review the owners manual to see what each button does. We also provided two ways to access her voicemail by dialing ************ or *86. We provided her with her full account number for future reference, and lastly we sent out a replacement remote for her set-top box due to the previous one being defective. We last spoke with ***** ******* on 1/10/25 at which time she advised she had no further questions or concerns for Verizon at this time.
  
  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

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yesterday, 12-2-24 for my wife I signed up for a 4-year promotion with Verizon Fios, in writing. I entered another chat session to let them know I was not going to use their router. The representative I chat with said my order, ************** had been canceled. I spent the next 5 hours trying to get the same promotion, explaining that it was part of my accepted offer and even had an installation scheduled for 12-5-24, 8-10am. Several representatives wanted me to agree to an order that did not include the key item, a $200.00 Verizon gift card, promising that theyd have it added later. They explained in various ways that it could not be part of the new written order, and a supervisor had to add it later. I just want Verizon to honor their agreement which do have in writing in an email they sent me. I do have additional documentation lie a chat session but I don't think it is necessary at this time and will only cloud the underlying issue.

  

  Business response

  12/17/2024

  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 the order canceling and getting the promotions they were promised if another order was placed.

  Please be advised, we spoke to the customer initially on 12/4/2024 to let him know if he wants to place another order we would still honor all promotions in the initial order and we would research to see why the order canceled as well. We advised the customer that if we couldn't provide everything then we would provide a monetary equivalent when the account was established. We discovered that the order was canceled by financial services, but we advised the customer after speaking with them, the customer would be able to place another order. We also reached out to our credit verification team and our fraud department to make sure they could confirm nothing would get in the way of the new order as well. The customer asked can he put the equipment anywhere in his home and we advised him that the technician would try to, but if it doesn't work they would put it in a place they thought would be the best. On 12/17/2024, we reached out to the customer to see if he wanted to proceed with starting a new order. The customer declined to do so at this time and agreed to close the case. We did advise the customer whenever he is ready to reach out to customer service for next steps.

  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

  11/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Verizon wireless for 7 years. I recently was informed, (by my credit agency) that I missed a payment (150USD for 162 points off my credit). I contacted Verizon several times. Their response said; *** ***** has not been delinquent on any payments. After contacting a subsidiary of Verizon, I was then told that my internet was still active as of June 24 (ive been in ******** since December 23) Furthermore, the representative from Verizon told me that I did not return my equipment. I did return my equipment and I also turned off my internet. Regardless, removing 162 points from a credit score for 150usd is absolutely ridiculous. Verizon does not specify on the credit report what subsidiary they belong to. I'd be willing to pay for the equipment and the delinquent bills. As long as they return my credit.

  

  Business response

  12/12/2024

  Dear BBB,
  
  
  Thank you for referring the complaint of ******* ***** to our office for review.  We appreciate this matter being brought to our attention.  ******* ***** expressed concern regarding the unreturned equipment charge on his old account.
  
  Please be advised, upon receipt of this inquiry we did a detailed review of the account in question, and according to our records, several email reminders were sent to *** ************************** him to return our equipment and avoid getting charged.   We did not find errors found on our part, the $149 equipment charge will not be waved, and the negative report will not be deleted.  We contacted *** ******************** advised him that he can settle this outstanding balance with the collection agency this debt was referred to.  We provided him the name and contact information of the collection agency, and any payments should be processed through this agency. We also made the customer aware that once the payment is made, the report will change to reflect as a paid debt but the negative report remains.
  
  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

  11/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying for over a month to cancel my phone line ************ as it stopped working. I have tried to log in and that does not work. I have call many times and sat on hold for ***** minutes 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

  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. 

*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. ↩