Complaints
Additional Complaint Information
Customer Complaint:
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
VERIZON UNABLE TO RESOLVE MONTH LONG ISSUES WITH FIOS SERVICES AND UNRESPONSIVE AFTER DEALING WITH EXECUTIVE CUSTOMER SERVICE TEAM
Business response
12/16/2024
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 his ******* service.
Please be advised, according to our records an order was placed to upgrade **** ********* ******* equipment. When the technician dispatched, he discovered the new tv set top boxes were not compatible with *** ********* home 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 ******* equipment 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 **** ******* on 12/16/24 and apologized for the trouble and inconvenience he experienced. We confirmed with *** ******* that the phone and ******* were 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 ************ or online at **************************** or the My Verizon app. Thank you.
Sincerely,
***** *.
Verizon Executive Relations TeamCustomer response
12/17/2024
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
11/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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 balanceBusiness response
12/06/2024
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 written off accounts he had with us previously.
Please be advised, we have spoken with *** ********* and 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 ************ or online at **************************** or the My Verizon app.
Thank you
Initial Complaint
11/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
we have been with out land lineservice for aver a week now, weasked for it to be repaired and were **** it 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 response
12/06/2024
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
11/19/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My wife a cell phone cell number for years: **********. I added fios in january 2024. Account: *******************. 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: ******************. 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: ************ to another carrier because of this bad service in July. I would like the retro discount of $250 credit applied to my Fios accountBusiness response
11/08/2024
Thank you for contacting Verizons Office of Executive Relations regarding **** *****s 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 **** *****s 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.Business response
12/04/2024
Dear BBB,
Thank you for referring the complaint of ****** **** to our office for review. We appreciate this matter being brought to our attention. ****** **** expressed concern about not receiving the Mobile +Home discount 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 ************ or online at **************************** or the My Verizon app. Thank you.
Sincerely,
.
Verizon Executive Relations TeamInitial Complaint
11/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
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 (***** / month for 28 months = ******). 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
12/13/2024
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 billed for an additional set top box.
Please be advised, we spoke with ***** ***** on 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 ***** ***** and confirm that the set top box had been removed and the appropriate credit had been placed on the account for the erroneous billing. ***** ***** stated 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 ************ or online at **************************** or the My Verizon app. Thank you.
Sincerely,
Verizon Executive Relations TeamCustomer response
12/16/2024
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
11/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a cellphone with Verizon and on my plan it says I will get a ***** discount 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 ***Business response
12/06/2024
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 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 ************ or online at **************************** or the My Verizon app. Thank you.
Sincerely,
Verizon Executive Relations TeamInitial Complaint
11/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello,Im hoping that someone else will reach out bc I spoke to a spokesperson at the executive level by the name of ******. 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 ****** plus 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
11/20/2024
Dear Better Business Bureau,
Thank you for referring the complaint of ******** ****** to our office for review. We appreciate this matter being brought to our attention. ******** ****** expressed concern about her Verizon Fios bill.
According to our records, ********************** enrollment was unsuccessful on September 17, 2024 due to expired an expired application ID and she was directed to the **************************************** (****). On ********************* enrollment was unsuccessful on October 25, 2024 because the address provided to the **** did not match the Verizon account address on file. Neither of these unsuccessful Lifeline enrolments were the result of any Verizon error. Additionally, **** ****** had 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. ********************** and Verizon Forward discounts were successfully added to were account on October 29, 2024. The discounts are reflected on *** ******** November 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, **** ****** experienced 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). **** ****** was issued a credit of $1.33 for the two days out of service. Verizon advised **** ****** that 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 ************ or online at **************************** or the My Verizon app. Thank you.
Sincerely,
Verizon Executive Relations TeamInitial Complaint
11/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The Lifeline Program is a federal program for ********** telecom/internet service. Verizon has a department that fraudulently pretends to be the federal representatives of Lifeline.Business response
11/04/2024
**** *** ** ********************* ******** *** **** ****** ******** ****** ** ********** **************************************** *** *** ** ***************** *** ************ ******** *** ********* ******* ********
Dear *** **** *:
The Verizon **************** 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 *611 from
their Verizon Wireless handset. Thank you.
Sincerely,
*******
Executive RelationsBusiness response
12/20/2024
Dear Better Business Bureau,
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 Lifeline discount on **** **** ****s 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 ************ or online at **************************** or the My Verizon app.
Sincerely,
Verizon Executive Relations TeamInitial Complaint
11/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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 ************************ (***) and submitted a report on ***************** regarding this matter.The following account with ********************** does not belong to me, and I request that it be removed from my credit report:Creditor NameOpened DateAccount NumberAmount VERIZON06/27/2020*************$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
11/25/2024
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 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 *** ****** to 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 ************ or online at **************************** or the My Verizon app. Thank you.
Sincerely,
***** *.
Verizon Executive Relations TeamInitial Complaint
11/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I signed up with verizon fios internet only because a door to door salesman told me I qualified for all these discounts so I tried to sign up for a cell phone plan and an internet plan. Also they promised a gift card after a couple months. It was a disaster from the start trying to set up service with the cell phones so I ended up canceling the cell phone lines but still opting for the fios internet and they have done nothing but bounce me around and tell me nonsense. I was told my family qualified for a discount because we recieve snap so our monthly bill will only be 40 and I also qualify for another discount because I work as a nurse. My service was on for 1 months at a price of *****, when I kept inquiring about when the discount would take place I was told it takes about a month or 2. Some things happened and I asked verizon to put a hold on my account while I move because I unexpectedly had to leave my home. Everything was fine at first. Again, my service was only on for a month, but I was charged 212 dollars for 2 months and I have another bill due next month for 112 dollars. The door to door salesman are extremely dishonest and offer you discounts that verizon themselves tell they cannot honor.Customer response
11/09/2024
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,
***** *****
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Customer Complaints Summary
4,579 total complaints in the last 3 years.
1,447 complaints closed in the last 12 months.
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