Verizon
Reviews and Complaints

I've been a verizon customer for over 15 years, same phone number. This company has horrible customer service and their in store reps outright lie. I went into a local verizon store to see about getting wireless internet access. The guy at the counter says to me, "we can provide you with internet access for $20.00 per month".

They actually charged me $150 for the supposedly $20.00 per month for 15 days usage a month. The store employee flat out lied to me, he must work on commission. Other companies have much better and honest representatives. Stay away from verizon.

The sales rep assured me that the amount he quoted was all I would have to pay: no hidden fees. I told him my bottom line, and he stated that I would not be charged more than the $20.00 per month that he quoted me. Then january rolled around, and my bill was over four times it was supposed to be. Hours of trying to "review my bill" wasn't helpful and trying to find anyone at verizon to help me was a waste of time, so I went down to my local verizon wireless store and spoke to the "store manager, justin".

When you call to complain and or go to one of their store locations, these idiots can't seem to do anything. How is that for "service". When I told him to cancel my service and account, he said that he couldn't. How is that for customer service, the store manager can't cancel your account and or service.

Good Afternoon,
This is my last hope for help and i hope that you will understand our situation. I received a Verizon text yesterday saying that our payment arrangement was broken and not paid. We were going to have our service cut off. I was confused because I thought II only set up 2 payments of $65 which were paid. I accept that i must have misunderstood the arrangements. If i knew. I would have paid the $65 on the 25th. I do owe a balance and I have been working to oay it off. The Rep (Robert/employee #6575) insisted that i needed to pay the balance to keep from being shut off $239 Approx.
I am begging someone to look at my situation. I an disabled and live on a small SS check. My husband, a disabled Vietnam Veteran has a part time job with a small weekly paycheck. I am aware that we could get cheaper cell service, but we have had Verizon for over 3 years and kept it for the great customer service. When i called yesterday, I was never treated more rudely than i was by the above named employee. He insisted on talking over me, he was very arrogant and downright lacked and respect for me or my husband. I asked to speak with a supervisor and he insisted that someone would have to all me back in 24-47 hours, but our phones would have been turned off by that time. I have numerous health problems and it is necessary for me to have a phone. i started getting upset and crying, The Rep said that maybe we should just have our service suspended. I was appalled. I had to make arrangements with him with a promise to pay the full balance owed this Friday. That is the on;y way I could keep my phones on for a couple of days. PLEASE help us. I cant make that full payment on Friday, The $65/week was working well for us. I hope you will see our position. Thank you for your time.
Roy Pierce
Julia Pierce

Phone: [protected]
[protected]

Service outage- Oregon area, cannot reach anyone to find out information. No postings on website, short call hours to submit info on an outage. We pay a lot of money for a service and than little to no support service when it's not working. This is not acceptable. The website is of no help. The supposed 24hr chat, well they just cut you off with no text back. Why would you only have 5 topics. A business like verizon is very complex so how can it be summed up to you only helping customers in only 5 areas.

Got vw jet pack from store who promised it was more than I would need (using for school stuff). Used for 2 days and ran out of data. Returned to store and was told it would be completely refunded. Vw then proceeded to put charge on my account for over $500. I refused to pay so they now sent to probably 10 different collections trying to get this what I consider a fraudulent charge.

I haven't been so upset, as to the last rep that put me on hold for 90mins and never returned. Compliments to preveious tech rep sean in nj.. Today called to queston another bill increase.. Was told by the rep in nov my bill which is now $102. Will be rising to $175! I haven't had decent internet service, phone or fios for at least a year 4 reps came to my home, causing me to lose 4 days pay! Still having problems! Switched to supv jean who was the one that placed me on hold 90 mins until I finally hung up, called back 3 times.. All disconnected.. Asked to speak to as upv.. Sam wouldn't connect me for 10 mins! Now on hold with supvjohn, hopefully will be of some help! 21 years a customer and this is the worse it's ever been and to think, optimum will offer better service for $80 a month just disgusted!

Client account # [protected]*62Y Called for Repair I called on Monday 9/24/18 and spoke with Miss Powell for repair of 2 lines not working in Belleville NJ.
Verizon said they would send a tech on Tuesday.
Ticket# NJC60327FG

Tues 9/25. Tech came & said job was an outside problem and would send a cable tech on Wednesday, ticket was transferred to cable support issue

Wed 9/26 called again & spoke with Tonya, promised a tech would come out...No tech came.

Thursday 9/27 I called ad spoke with Kaqshik & complainted and asked for a cable tech to come out same day
Ticket #NJC6032846 was issued & closed stating unable to locate box

Friday..One full week of the Run around" and still no resolution.Spoke with Supervisor Mike Rico..No help what so ever..He kept saying sorry, sorry..But can't get any Tech there today.I hung up after yelling about my frustration, waiting a vweek to have my phone lines repaired.e are a business, and to have lines down have affected our business completely.

I called back and spoke with Carlin, in the Tech Dept..He promised another tech would be out on Saturday...I'll wait until Monday& see if I get any help.

I am not happy with Verizon, and would not recommend using them at all.

I purchased a Samsung Galaxy note for my wife as a gift it cost 1299.00 I also purchased the most expensive insurance the plan would allow for the device . My wife is having technical issues because of the devices S pen . We have only had the device for 8 days, So when she called Verizon customer service they told her since we haven't had the device for 14 days that they would notate our account and to take it to the nearest store and they would replace it. So my wife called the Library Mo. store and talked to someone named Nakita who answered the just answered the phone by saying hello, my wife was like is this Verizon she replied umha, my wife explained to her what was going on she put us on hold and got back on the phone and told her she didn't know who she talked to but they weren't going to help us and wouldn't even look up our account, she was very rude to a customer that spends more a month on their Version bill then they do their car payment . So I called back and talked to someone named Shawn who wasn't any different, wouldn't listen to anything I had to say are even look up my account . I then called back customer service and told them what the Liberty store said and how we got treated, they seen the notation in our account and called Liberty themselves, they got back on the phone with us and told us sorry but they can't make a store coroperate with us and that they would try to find a store that would honor thier 14 day return policy, they got back on the phone and said sorry there was nothing they could do and now we were stuck with a device that is not fully functional even though we only had it for 8 days and have insurance on it. What kind of business practice is this, I thought Verizon was a reputable company or else I would have never made a $1299.00 purchase with them, I am totally floored over the fact that I'm being treated like this, I have over 4 device and plans for the whole family . PLEASE take my advice and think twice before using this company, if I can save one person from getting ripped off like I did then this review was worth it, I'm 48 years old and this is the first one I ever had to write

I just spoke to Bam (she would not provide me any other information about her) in regard to two matters concerning my account. First, I waited on hold for 39 minutes to speak to the rep after I a message said hold time was approximately 13 minutes. The first reason I called regarding the Visa gift card registration was resolved and she was great with that. Then I asked for information to register my military status to get the discount on my account. The website she gave me (www.verizon.com/connection) did not work. I kept getting errors. She told me Verizon was doing maintenance on the site and to try back in a few days. Before I got off the phone with her I asked her to check the website so she could see what I was talking about, but when she entered the link, she was able to get on the site. That didn't make any sense to me. She asked what browser I was using and said it might not work on Safari and she was using Google Chrome so maybe that was the problem. (That didn't make any sense to me because I have been able to access every other Verizon site on Safari.) So, I tried Chrome and still same issue. She again told me that the site was under maintenance and that was probably the problem and to try again later. I would not end the call because I wanted an alternative option to add my military status to my account. She basically informed me there was no other options. I told her I wanted to speak to a supervisor because I called last week and was on hold for 35 min before I could speak to someone but I had to hang up to go to work, I had waited 39 min to speak to someone tonight and I did not want to have to go through that again to get an answer. The rep began telling me I would not get a different answer from her supervisor and was going on and on, talking over me and not listening to anything I was saying. She was unbelievably rude. My response was raising my voice and trying to break in to get her to quit talking. After a moment of major frustration, I was able to get through and demanded to speak to her supervisor. She told me I would be on hold for an indeterminate amount of time and I said that was fine. She put me on hold and came back on the line 3-4 times to tell me her sup was still on another call. I continued to wait. While I was waiting, I searched for my own answers online and finally figured out that the problem I was having was the website I had entered because I did not understand her correctly. Instead of verizon.com/connection, I had to use "connections" to access the site. I waited on the line for Bam to come back on and just as she returned to the line, she finally decided to try to clarify the link she had given me at which point I told her I had already figured out the problem, but I asked for her information to file a complaint about her handling of the call and unprofessionalism. In turn, she told me she would be making her own notes on my account. Seemed a bit threatening, but I told her she was welcome to do whatever she felt was necessary. I told her the call could have gone so much differently if she would have just tried to clarify the link from the beginning instead of getting loud, talking over me and trying to put me off. I thanked her for her time and resolution of my first issue, but I didn't appreciate her handling of the rest of the call. I have other services with Verizon and I was dreading the customer service support getting Fios, as well, but after speaking to family and friends, they all told me customer support was the sacrifice I would have to make for using the service. It was Verizon or Cox where I live, and I almost regret not going with Cox. The TV service with Verizon is fine, but I got the Fios Gigabit connection and it is not what I expected. It lags and falls short of living up to the hype in their advertising. I guess it is what it is, but it's sad to see so many complaints and have to deal with the headaches. I dread ever having to call back for anything else.

2 yr agreement with Verizon expired and they raised my rates 33% causing me to switch to Xfinity. Verizon refused to match Xfinity offer so I cancelled service. Verizon bills a month in advance and I paid at the old rate figuring I would get a prorated final bill. I received a past due bill from Verizon for the entire amount for the month, even though I cancelled service in the middle of August. I called to complain and SCOTT SLA at verizon told me the agreement was to pay for the entire month. I am being billed unfairly by Verizon for service I never used. I should get a refund for the prorated bill and compensated for the aggravation of dealing with their customer service

I purchased two Verizon phones, the first was a kyocera hydro wave. The phone would get very bad reception. Could only talk threw the speaker. This went on for 2 months, I thought because the phone was refurbished I thought the issue was with the phone. So purchased a brand new Verizon kyocera brigadier cell phone. This phone had the same exact problem. I called customer support to help with problem on 08/23/18. They didn't fix the problem. The tech representative suggested I replace the phone. Which I just purchased on 08/14/18 having the same exact problem as the first phone. I called again on 08/29/18 to see if could get different results same issue. The new phone has no physical damage at all. Every thing on the phone works. The connection is horrible, people cant hear me and I can only speak through the speakers sometimes. I just became a Verizon customer it hasn't even been four months. I want the connection issue fixed or I will gladly find another cell provider.

I've been a satisfied Verizon customer since 2005.
On Aug 22, I decided to take advantage of the military discount for Verizon Fios as a new customer. Customer service was very pleasant and confirmed I'm eligible for the discount. Once registered and successfully signed into my Verizon with an account I should be able to link online for veterans discount of 69.99 for 2 yrs. along with $200 discount towards qualified accessories good through 8/31. Of course, it wasn't as simple as he had advised, I called Verizon customer service again and they said they would email me a benefits form. I did not receive.
Its now the 28th and I have spent multiple phone calls and several hours trying to get someone from customer service to help me apply the veterans discount to my account with no success. In addition to that, I was transferred multiple times to customer service, then told my veterans benefit does not apply to me. The manager transferred me to the promotional department, customer rep. named Kenneth, whom would not share his last name. According to him, the veterans benefit cannot be applied to my account until installation with equipment is complete. Absolutely new news to me...he didn't care to take the time to listen to me when I tried to ask for clarification, he rudely transferred my call to the queue and I had to wait another 30 mins before I was hung up on.
Extremely frustrating, for a request to help apply for my veterans benefit. It's unfortunate that my experience with Verizon fios went from excellent as a new customer looking to set up new service, but once I've successfully registered as an account holder, disappointingly, I was treated quite the opposite - rude, lack of urgency and without a care about resolving a problem rather than getting rid of my call.
I'm asking kindly for Verizon Fios to please help with proper instructions on how to apply my veterans benefit per promotional advertisement and uphold what was communicated. I don't want to switch my business and wireless to another carrier, I'm asking for upper management to help resolve what seems to be a simple solution.
Greatly appreciate and look forward to your response.

I've been a customer with Verizon for 18 years. I went to the Verizon store location at 3584 Battlefield Pkwy, Fort Oglethorpe, GA. to get help with 2 phones I bought at this location. Saturday August 18, 2018 I went into this location store and meet with sales person Brandon. I explained to him I had to transfer my info from my old iPhone to my new $700 iPhone 8 I bought at this location before I disconnect the service of the other iPhone. I also wanted him to help with some other issues I was being billed for but he refused to help. He said the government passed a law that no Verizon employee are to help transferring any customers info to another device and he said he was not allowed to help me with my bill or even look at it. While I tried talking to Brandon his manager Chris was always around Brandon laughing and goofing off. Sales person Brandon was laughing right along with manager Chris. Me, my father and grandson felt uncomfortable in the presence of those two employees. We felt that both manager Chris and sales person Brandon was making fun of us. Both went into the back of the store and you could hear them laughing out loud from the back of the store. They did not go to the back of the store for us and we did buy some items while we were at this store. We left the store with no help. I went home and transferred my info to the new iPhone myself. Thankful to the internet for help! I did go back on Monday August 20, 2018 because I had some trouble with the new iPhone 8. The manager Chris was leaning on top of the front store counter and looking at his iPad as I walked in. As he looked up he said "Brandon isn't here" and he looked back down at his iPad. I continue to walk over to him and he was not waiting on no customers. I told him I have transferred my info from my old iPhone to the new iPhone 8 but I'm having some issues with new iPhone 8. Manager Chris was none to happy I walked up to him and was trying to get him to help me. He expected me to just walk back out of the store. He refuse to help me and as I was trying to get his help one of the sales lady over heard our conversation and she told him what he could do to help me with the problem but he wasn't having any of it. He was none to happy the sales lady told him what he could try doing to fix the problem. He rolled his eyes and still refuse to help. I asked if there was someone else I could talk to and all he did with a smirk on his face wrote down a phone number and pushed it at me. As I was standing at the front desk trying to get help I saw an elderly woman who look to be in her 80's asking a sales person to help her with her phone and the sales person would not help her. I saw the sales person put her arms out with an attitude telling the elderly woman she could not help her. I left the Verizon store and was discussed at what I saw and the problem I was having with manager Chris. I did go to the Verizon store at 2000 Gunbarrel Rd. Chattanooga, Tn. on that same day. The Solutions Specialist Wayne Doss at the Gunbarrel Rd. Chattanooga, Tn. location was professional and respectful. This young man helped me within a few minutes to solve the iPhone problem and help me with any bill issues. All this could have been avoid if manager Chris and sales person Brandon at 3584 Battlefield Pkwy, Fort Oglethorpe, GA. Verizon store location had done their job. I found them both lazy and disrespectful.

Very upset. I moved here from Canada and simply wanted a new sim card to put in my phone. First Verizon shipped my sim card to the wrong address. I called Verizon and I was told to go to a local store to get a new card. I went to the store and the CR put in the new sim card. I went to my car and realized that he didn't give me back my original Canadian sim card. Nor did he offer to give it back. I literally went back a minute later and asked him for my sim card. His response was that he put it in the shredder and that I can request a new sim card. Wow - just wow. That's not the point. It had all my information on it. I called Verizon and I was told by the supervisor through the call contact centre that they value security. I was transferred over to the store manager at Verizon and he admitted that it was human error and he apologized. However he said there was nothing he could do to remedy the situation. I am utterly disgusted. I then contacted my Canadian cell phone company and they said that he should not have done that as it was still an active service and had my contacts on the sim card. The replacement card is 10 dollars. The manager didn't even offer to credit my account. I will be switching to AT&T !

I have a complaint with customer service call center agent Edwin. There are things you want to tell customers but you know you shouldn't. I challenge you to find that call and listen to it and decide if that is how you want your customers talked to. I have previously worked at call centers and if one of my agents talked the way Edwin did to one of my customers, they would have been fired on the spot. Just because we think it does not mean we say it.

Verizon Wireless customer service hung up on me when I was trying to get help. And the help I needed was over a problem they caused. The credit on my account didn't work and so I was charged the full amount. That's why I placed the call, wherein they hung up on me.
I must submit a review when they do the opposite of customer service.

On a separate occasion, they straight up lied to me, telling me that the cost of my phone bill was the same over the phone as it was in-person. I knew in advance that this was not the case and that was only confirmed minutes later, when I paid in-person.

I set up and promise to pay on my account. I made a payment for more than the amount I promised to pay and the night before the promise to pay date. It immediately took the money out of my account. At 3:30 AM it took the actual promise to pay amount taking double payment out of my checking account. I called asking them to cancel the second payment and was told they couldn't do that and it would have to go to review and it could take 7 business days. They said that since I already made the payment I should have called and cancelled the promise to pay. I explained that I made the payment at 11:45 the night before and the duplicate payment was taken at 3:30 AM. They are refusing to cancel the second payment until its reviewed and because I have a new bill coming out in 5 days they may not be able to refund the duplicate payment they took.

I have a regular phone (landline) with Verizon and was told they needed to change out the copper wiring to fiber optics as they were retiring the copper wires. Fine I thought and I called many times to confirm that this change was not in fact going to change my monthly set rate, my bill wouldn't change in any way or there wouldn't be any surprise bill increases. I even got a letter in the mail confirming this is just a change they're making to retire the wiring and it wouldn't impact my bill at all "No price increase." After confirming about 8 times before and after the change and even during the wiring change I received a bill with an increase of $40 per month. I called to have this looked into, and got the following - one representative adjusted the price for the month by crediting back the difference and I was told to call back during their normal business hours to discuss further and have this fixed. After calling many times another representative told me that they couldn't do anything on their end but they would submit my case for review, even asked me if they could listen to the recording of the call for their review, recapped all the notes and my concerns, to which I said yes because I had expressed a lot during that call. Before the end of that call I was told I would receive follow up in 8-10 business days. That brings us to today, where I called to get an update. After explaining to this man that I already know he can't do anything but that I am following up on the case being reviewed since that was close to a month now I was told the following:
1) The price I had before was part of a bundle and I should have had it increased;
2) They can't do anything to either give me any credits or adjust it to the previous price I had;
3) Let me tell you about the bundle deals instead;
4) There's no such process as submitting something for further case review, he just saw the notes but there wouldn't be anything to follow up on.

I asked to speak with a manager or supervisor and I was told they can't do that, I asked to escalate this because surely they must have a process in place, nope they don't but use our website to "contact us." In fact while having him on the phone I asked him to walk me through where to do this, at first he was helpful but then when I told him oh yeah I did this last night - spoke with a representative via their chat and was told to call and speak with a representative instead so I'm being shifted back and forth now, he all of a sudden could not spend time to guide me to where or how to submit a complaint or request further escalation.

He kept insisting on trying to go over the bundle deals with me until I firmly told him I do not want to listen to those deals, why would I give Verizon more money after how deceitful and unethical they were. I didn't get any notification on price increases, I was extremely proactive in finding out if there would be any price increase and was told no there would not be repeatedly, why would I want to add more of their services? He kept saying the same thing about we can't do anything to get you back to the old plan. At this point fed up I told him in essence he was telling me that Verizon has staff that are not trained properly, give incorrect information, there's no process in place to escalate or submit case reviews but yet staff just flat out lies. SHOCKINGLY He agreed that yes those points were true. Each time he asked if he could do anything else I requested to speak with a supervisor or someone higher, and for him to make sure he writes on his notes everything we just discussed from how unprofessional and untrained verizon reps are, how they tell lies, how deceitful the company is with increasing prices without notification meanwhile I have a letter from them stating no price increase would occur to my plan. I don't know if he did or didn't but I want to keep escalating where possible. I also asked him about terminating my plan now that I don't want to be with Verizon given the pain they put me through and the time and hours I spent with them dealing with this whether there would be any surprise termination fees. He confirmed no fees at all and I requested he write that down in the notes over and in caps so that there's no hidden surprises afterwards.

I am just beyond frustrated with this type of service and their unethical practices. Sneakily they don't have an easy method for customer to file complaints because the volume would be so high. I'm sure I left out some details, I am still trying to calm down after that exchange since he was starting to be rude even though I told him multiple times how I'm not angry at him if anything it seems like he's the only one that knows what's going on at that company by giving me correct information and not lying to me unlike those numerous other representatives I spoke to within the last couple of months and that he understands where I am coming from. If anyone has a way to escalate any further please let me know and I can do so somehow. I provided my feedback on the customer feedback survey at the very least as well.

Its unfair to be subjected to the amount of stress on a monthly basis when looking at a Verizon Fios bill and having to get into a battle for hrs on the phone with representatives that are clueless, unaware of agreed service and amount per contract. They should be held accountable of their errors and take steps to correct it from happening again.

I have had a history raising a complaint with the Verizon billing dept. The billing amount is continuously changing even though I have a contract with Verizon. This month my bill was increased by $120.00. I called customer service18008374966 today July 4th, 2018 to raise the concern and question as to why my bill increased soo much. I requested to speak to a supervisor after I noticed the representative I was speaking to was clueless on what services my contract covered. I spoke to Mrs. Walker (supervisor in NJ) I asked for id but she said her name was sufficient and refused to give me any further identification. I proceeded to go over the changes I noticed on my account which she could not locate. I told her I was on the Verizon "my account" website where it explains the changes of billing amount. She proceeded to tell me that at one point November the billing dept did not bill certain charges for phone line. This bill reinstated the charges plus the increase on the bundle package deal. This is why my amount changed and now will be billed $120.00. I cannot understand why I am paying more because they cannot get their billing straight. I insisted that the difference of the charges was due to billing errors in the past which they are now trying to recover what they can for months they did not charge of unknown services that they gave. My agreed bundle package deal was to include triple package of internet, cable and phone. In addition 2 italian stations and 500 international minutes phone plan for $154.00 plus equipment box charges (3) boxes and maintenance plan which totaled $199.00 all inclusive. She insisted that the new amount will change to $220. But I am being billed $280. I have had numerous disputes with Verizon on their billing errors. They do not honor their contract and their billing dept bills recklessly. It takes time and energy to try to go through the disputes every single time both by phone and in writing. There is no structure nor consequences to their reoccurring billing errors. This is poor customer service and fraud if they bill what they please without honoring a contract.Desired Resolution: Billing AdjustmentDesired Outcome 
I want them to honor their contract and correct the amount per month to what I agreed to pay. My bundle package deal was to include triple package of internet, cable and phone. In addition 2 italian stations and 500 international minutes phone plan for $154.00 plus equipment box charges (3) boxes and maintenance plan and tax. The amount agreed was 199.00 all inclusive. Not $220 or $280. Furthermore be more be responsible when billing. Its unfair a person has to be subjected to the amount of stress on a monthly basis when looking at their Verizon bill and having to get into a battle for hrs on the phone with representatives that are also unaware of agreed service and amount per contract. They should be held accountable of their errors and take steps to correct it from happening again.

I decided to change from comcast xfinity to verizon fios. My first phone conversation was with a fios rep. Who set up my order and then told me to go to any local verizon store to pick up the set top boxes. We made a trip to go to our local verizon store, only to discover they did not carry this equipment. I called fios that day and was told that this was misinformation. The closest verizon store to us was in philadelphia, which is an hour away. This woman told us that she would have the set top boxes shipped to us by last friday, june 29. They never came. We then receive an email from verizon on saturday, stating that we need to pick up our boxes on city line ave.in philadelphia. What?! We went to the verizon store in philadelphia (an hour away) and had a very rude rep work with us. No "good morning, welcome to verizon, etc." rude. He gave us the set top boxes (3) and we left to go home and set up the "easy" plug and play. We were not able to set it up. I called fios that day and was told a technician would come out the next day (july 2 between 12 and 2 p.M., which he did.) what we discovered was that we were never given the verizon router we should have been given at the store in philadelphia. The technician spent quite a bit of time at our house, but finally, tv and internet and phone are working. What a ridiculous waste of time in phone calls, car trips, etc. This was not organized at all. All verizon fios representatives should have the correct information. All reps should be professional and kind. As of saturday, june 30, we were being charged for service we did not have because of your representatives! I strongly feel that we should not pay for service until it was actually working, which was today, july 2. Please respond since, thus far, this has been an exhausting, frustrating experience. Kimberly ortiz. Phone [protected]. Order number pa1379366248

I made my monthly payment yesterday (received a text confirming receipt of payment) and when I got up this morning the only call I could make was to VERIZON because...you switched off my phone to ensure I called you. I held for 25 minutes waiting for a Customer Representative. When she came on the phone she immediately started telling me I was on an older plan and she wanted to advise me of newer, cheaper plans. I told her and want to tell you...I have NEVER heard of turning someone's phone off so they will HAVE to call and hear your promotions? Are you kidding? I'm furious and NOT sure if I will stay with VERIZON after this. As I told the girl (who was hard to understand) VERIZON could have texted me your promotional deals!