Verizon
Reviews and Complaints

Last week (August 6-) I called Verizon service several times trying to get my wired internet fixed. It had died completely on August 5. For the last two months we have had days of no internet or very weak internet (.3-.5 mbps). We are paying for a 3 mbps plan with 1.1 mbps guaranteed floor.

I spent almost five hours on the phone with Verizon (over 2 hours of which I was placed on hold). Each call I was put through the same structured script of actions such as rebooting my Verizon modem, etc. Finally after I lost patience after another one hour plus call, I asked for a service technician to be sent to our house. Supposedly a ticket was issued and I was told that they would call back within one-half hour with the time the technician would arrive. I received no call.

The next day I called again and was told they needed another day and I would be contacted when it was resolved. I received no call.

Internet service became accessible intermittently. When it was working I ran speed tests and I constantly received readings between .15 and .87 with a very few readings above 1.1.

I called again. This time I was told that the ticket was closed because I now had a solid green DSL light on my modem which solved my specific request ( I had reported that I was receiving no Internet). I explained that I still had a weak signal (sometimes the speed test page wouldn't even load when I was working with him!) I was now told that the problem was with my wireless computers ( all five). I suggested that I wire a computer directly to the Verizon to test his theory. I got the same weak Internet results.

Even though we just disproved his theory that the problem was my wireless connections, he now said that I would have to pay ($10 per month with a $59 disconnect fee) for Verizon Technical Services to help me. I refused the services. I contacted several technically savvy colleagues who have knowledge of my system and they basically just laughed that Verizon would say what they said. I also tested one of my computers on another colleague's Verizon service and it worked fine.

First of all, I want Verizon to provide me with the internet service I am paying for. I request hat they send a service technician to our home to resolve the problem as soon as possible.

Secondly, I request that Verizon improve their customer service system to reduce wait time and reliance on foreign personnel with poor use of the English language. No one should have to invest almost five hours in (not) getting something fixed!

Bryan Smith
[protected]
Melfa, VA 23410

Bought a cell phone in August 2016 from Verizon wireless on line with Discover card.Went to Verizon store to have it activated, updated my phone at same Verizon store and they said I still owe money on phone.I would like for you to check my Aug-Sept 2016 bill.If I show that I paid for it in full then they will reimburse me.
I will need a copy of my bill for Aug-Sept 2016'

Thank You Dale Fatchet

Date: 07/21/2017

Hi,
I am having an issue with my verizon bill every month which was their fault when I got the connection. The lady confessed that its her mistake and she will take care of this every month. But every month I had to contact them for adjusting it and they assure me I dont need to contact them for this error anymore.
This month the error is still there and I was trying to talk to an agent. I was on the line for 50 mins and no agent was able to pick up my calls. Then I disconnect the call and tried again. I waited for 1 hour and 50 mins and No agent picked up my call.

This is not a good customer care at all. You guys need to hire more agents to short out this problems. No customer would appreciate wasting their 2 hours for no use.

It is very disturbing and not professional for one department to set up an arrangement after a catastrophe and another to not only deny it exists, cut off service and while trying to talk to them hang up on us not once but twice because we have the confirmation numbers confirming the agreement that they deny is in force. You should be ashamed of yourselves and look at installing better practices of customer retention and relations. It is bad enough when a client is compromised, then being harmed by the data program for profit... but then to cut off a client already going through compromise partially Verizon's fault when we have an agreement in place while we wait for funds to be replaced to cover losses. what will you do, probably nothing, but one can hope that when I family and business put their life and trust in this companies hands, they might take the opportunity to be professional and compassionate.

I have had verizon for over a year and signed an agreement for another 2 years. During the past several months I will start watching a show on demand, once I watch 3+ episodes, it will then charge for every episode and season to follow after it showed all shows and seasons are free. I feel like this is clearly a way to take money from loyal customers. Unfair that there is no communication and/or warning that these changes will occur. Direct Tv is something I will look into or will go back to comcast if this is not changed. Comcast was a company I was involved with for several years, but switched to Verizon after I spoke with a verizon representative and was told service quality and surprise fee's will never be an issue. I will not remain loyal to a company that is more worried about getting more money from customers that is already paying RAISED monthly charges for these same services. Forced to pay monthly bill then seperate fees for On demand per episode.

On July 13th I called customer service to complain about a buzzing and static on my copper land line. Customer Support replied there would be a repair guy in the area between 1:00pm and 5:00pm. I left the house at 4:15pm on an appointment and when I got back saw on my cell that a service tech needed to get into the house. He arrived approx. 6:00pm and I showed him to the basement and went back to speak with my son. When I came down to check on him he was installing fiber and stated that the problem was the copper line between pole and house. I made it plain that we lived in an area with a lot of blackouts and that fiber required an electric source such as to make it unusable in blackouts. He continued and completed the installation.

I called customer service to complain and get my copper line restored starting at 8:10 on July 14th. After many re-routed calls and drops I managed to speak with a manager (Miss Green) and requested a restoration of my copper line. She responded with a call to the Central office and she told that they 'couldn't migrate me back to copper' as the area had been converted to fiber. When I asked whether I was the only customer with copper, she replied that she didn't know but that we couldn't go back. I find it impossible to believe that I had a functioning, but static laden copper line yesterday morning but that it 'cannot' be brought back to copper the next day.

I would like to escalate this problem but I don't know whom to contact. Can you please help me, this is a problem for me without a solution.

thank you
Robert Husband
[protected]
Name on the account; R W Husband
account; [protected] 522 51Y

I do not have any service with Verizon, but our new neighbors ordered service w/Verizon. However, mis utility lines, including white lines for proposed excavation are all over MY private property (not public!), including a black cord that was placed on opposite side of my house and runs through my whole backyard to this neighbors house for past two weeks. Verizon had not notified me or ask me a permission to install the black cord or to do any excavation on MY PRIVATE property. I live in my single house for 22 years and those new neighbors are 3rd owners. Previous owners also had Verizon service and issues w/lines but for all 22 years issues w/lines were resolved somehow without involving my property, so there is another way of solving whatever problem they have now. With this letter, I am notifying that I DO NOT AUTHORIZE OR PERMIT FOR ANYTHING TO BE DONE ON MY PRIVATE PROPERTY. I called Verizon on 07/03 and talked to Dan, EID# 2584683 and left the same statement on which the ticket# VAC803ZFJV was issued. My address: 13600 Brockmeyer Ct. Chantilly VA 20151.

I just moved to area and when signing up for Verizon FIOS selected the self setup as I've done stuff like this before. We're in an already cabled apartment complex and we drove to the store to pick up the router. I attempted to activate the service online but was directed call their 800 number, which I have now done twice. Both times they told me a tech had to come out to a local switch station in the area in order to program something - and that couldn't happen for a week! To make matters worse, they sent me this nice welcome email with a nice video, that said I would be able to do exactly what I was trying to do and get immediate activation! This is 2017! This should be much easier! Verizon should be ashamed!

We purchased a motorola droid 2 on 12-31-16. The screen is scratched/scuffed and when we went to the emporia, ks store last week, one of the salesmen said "what do you want me to do about it? It isn't my problem". Really?

Today, we again went to the store and a lady told us to call #8899 to get a replacement phone from motorola as we have insurance and it's under warranty. After spending an hour on the phone with motorola, they advised us to take a picture of the phone and send it in for evaluation. Oh yes, they were going to send us an email with instructions and we have yet to receive that email! No one in the store would attempt to help us and upon asking the lady rep if they could call motorola, she said that isn't their responsibility — they only sell the phones!

This is the third time we have been treated rudely at this store and we have a large business account, pay our bills promptly, etc. Etc.

Upon returning home, I called the gardner ks verizon store (Moonlight road) and talked to chris. He has been very helpful to us before. He apologized for the emporia store even though he has no connection to them and told me he would call customer support and request a replacement and get right back with me. Now why didn't the emporia store do that?

I will not recommend the emporia, ks store to anyone and I am going to encourage family and friends to purchase elsewhere.

For over one year, 1500 feet of my landline phone cable has been laying in the grass on the side of my road. Last week, for the 5th time in that year, a town vehicle has shredded the cable. Once by a snow plow, and 4 times by the town lawn mowing service. I do not blame them, why would they expect a phone cable to be laying in the grass for a year? Each time the line is shredded, a Verizon technician comes out, and is astonished to find my phone line laying on the ground. Do you think that any of them have done anything about it? Of course not! The splice the cable, and put it right back in the grass again! We have called Verizon, screamed at people, begged the technicians to do something, and even tried fixing it ourselves. If Verizon does not want to support landline phone service, then give us an alternative. I think that it is insane to leave my cable, now spliced 5 or 6 times, laying on the ground, in a ditch, and for a short distance, laying in standing water. Of course, every year, my phone bill just keeps going up and up. If I had an alternative to Verizon, I would dump you in heartbeat. Your customer service is the worst, and your "customer service" representatives are anything but.

Today July 2 i contacted version regarding an issue i have had the last three billing statements for a trade in promo credit. I am only getting a credit of $8.33 when i should be getting $23.75. The last two representatives i spoke to were able to give me credit to current bill but this representative i spoke to today told me she couldn't that it would it show on my next billing statement. Ive never had this problem before she did not try to help me I asked to speak to her supervisor and she just came back and said the same thing that the supervisor told her it would be applied on my next bill. I wanted to speak to someone else and she did not respect that. very poor customer service very angry customer who is not getting what was promised to them and not being helped to get my credit when this is verizon's fault for not giving me the correct credit amount I have been a verizon customer for over 10 years and this is the first representative who was not able to help me. I am already frustrated with my bill and she just got me more upset. I think it's time that I change carriers as the past few months have been nothing but a headache and time spent on the phone because of this credit.

Assurion debited my checking account $300 for a phone I returned immediately. Apparently it was lost by the post office. My beef is that when I called and spoke with a customer service rep she saw the problem once she looked in 5 seconds, why can't they check to see if I'd sent the phone BEFORE they grab $300 from my account? Expecting an immediate refund I was told it will take 5-10 business days. I told her that was unacceptable and wanted to speak to who ever was her manager. The next lady I spoke to just parroted the same company line so I told her I wanted to speak to her boss, she told me that she was it and there was no one above her and was I believe painting her toenails at the time as she seemed to care less. I'll be canceling my insurance and will roll the dice moving forward. Be careful with these people because they could care less.

Verizon Customer Account Number: [protected]-00001

I have been a happy and satisfied Verizon customer for over 10 years. My phone is dying and Verizon wants me to buy a new phone. I spoke with a company rep on Verizon chat and explained that I do not want to leave Verizon but Sprint is offering me the same plan with a new phone for the same price I pay just for my Verizon plan before a new phone. I have included the chat conversation. After being a loyal customer for 10 years I expected a little more from a company I've paid over $10, 000 to. The representative's screen name is Pattrina.

Your chat recap

Reference number:
[protected]

Chatted on 06/16/2017 at 17:04:46

Verizon
Thank you for contacting the Verizon Wireless Chat Team regarding your account. How can we help you today?
You
My phone is dying & I'm being offered a Galaxy s8 & the same plan I have on Verizon by Sprint for the same price. With Verizon I will be paying more by getting a new phone. Sprint 2yr 2gb plan is only $45 plus $15 for the phone. Verizon would be $60 plus new phone cost. I do not want to switch but I dont want to pay more
Verizon
I am sorry to hear you want to switch carriers
You
I have been with Verizon for over 10 years
Verizon
What if i get you a better deal
Verizon
I can get you the 5GB for $4.11 less than what you now pay
Verizon
With this 5GB your new bill would be $71.90
You
I don't use 5GB a month. I pretty much want to keep what I have price wise but a new phone with Verizon would be an additional $15 - $20 month.
You
I know it doesn't seem like a lot of money, but if I can get the same thing at Sprint for less why wouldn't I?
Verizon
Verizon is better and better matters
You
Yeah, but $500 over 2 years matters too
Verizon
The 2GB on the New Verizon Plan is $35.00, the line is $20.00
You
I don't know why you guys do that ... just say the 2GB is $55. Sprint is $45 total
Verizon
You know that you'd have to pay for your sim card taxes with Sprint?
Verizon
Sprint is still behind in their network build-out & their Sprint LTE Plus network is only available in 150 markets. Our LTE network is available in 400+. Sprint has a small network footprint and the data included in these plans is only on-network, the off-network roaming is limited to 100MB/month.
You
What I am saying is Sprint will charge me $60 for same plan & the Samsung Galaxy s8 .. Verizon is going to be $60 plus new phone costs
Verizon
Does that $60 include taxes? Insurance?
You
No, taxes are not included, just like they are not included in my $60 Verizon plan. I pay $75 a month to Verizon ... the same I would pay for the Sprint deal with a new phone
Verizon
Would you like me to continue with this competition?
You
I'm not seeing any competition. You are telling me that I can stay with Verizon after $10 years and pay more than Sprint
You
I just wanted to see if there were any options. No big deal
Verizon
Thank you for the information.
Verizon
There is a promo going now when you purchase a new device you get $100 off
Verizon
Checking to see if you are eligible
Verizon
Are there any additional questions I may help with?
You
I've been a Verizon customer for over 10 years. Never missed a payment ... & the best you can do is tell me that Verizon is better. Good job Pattrina. I am sure the company would be proud of you.
Verizon
I was not done with this

Thanks for choosing Verizon Wireless.

This is regarding Verizon Wirelesss account [protected]-00001. This is about purchase of a Google Pixel XL on line [protected] and an iPhone 7 forline [protected]. On November 25, 2016, we purchased a Google Pixel XL and an Iphone on the Black Friday special that was advertised online, on television ads and in the Verizon store. Our understanding from all of this was that after a 3 month waiting period in which we would pay the full fee of approximately $30 per month, that our monthly payments on these phones would be $15 and $10 respectively, and that a refund would be made that would take all of the monthly payments on these phones back to the $10 and $15 per month.

This is the understanding we had at the time we purchased them. This is the reason that we bought them at the time we did.

Instead, we have had to pay the full monthly fee every month so far. I have called Verizon customer service numerous times, once demanding to speak with a customer service supervisor. He promised to check into it and get back to me within 7 to 10 days by email. I never did receive any email from him. I did receive a generic email from Verizon a few weeks later that stated in the subject line that a refund had been credited to our account. But no refund has been credited to our account. This month's bill (June 2017) continues to be for the full amount for both of these phones.

We have now paid for 7 months at the regular rate, around $30 per month on each of these phones. On the iphone, we should be credited approximately $140, and on the Pixel, we should be credited approximately $105 plus taxes and other fees on these amounts. In addition, on both of these phones, the ongoing monthly charge from now on should be reduced as was stated in the advertising and when we purchased the phones.

Can you please help us to get this corrected?

Thank you very much

Sharon Barnes

When I signed up for the 49.99 tv and internet bundle I was told I would pay a deposit for the first three months and my bill would go down to 59.90 a month. I never saw a change in my bill. Every month I was charged 96 dollars. When I called they claimed that I was taken off the bundle without notification because I was late with a payment. I was never notified of this clause by the agent nor was I notified that I was taken off my contract. As I understand it this practice is illegal.

Hello,

Within the past week a FIOS installation has taken place in the 700 block of Bradford Alley, Philadelphia PA 19147. Not only were homeowners not informed that this disruptive activity was to begin, but the installers have left a mess including a badly protruding chunk of sidewalk which they did not re-seat properly, missing bricks and dust and debris all over. The sidewalk in front of 735 Bradford is a definite trip hazard and someone coming upon it at night could be badly hurt. Based on how your company has treated us so far, I would not be inclined to buy your service.

I am trying to set up a new account. I call on June 2:

- I speak to one person, give her all my information, am put through to a second person, they say to re put in my information with another sales person.

- I speak with a third person, give all my information, after I give my card details the calls hangs up, no call back

- I call again and speak with a fourth person, I explain and am told no account has been set up therefore I will not have been charged, I give all my information yet again and am given a ridiculous monthly fee, so I ask to speak to a manager

- I speak to a manager called Chris (the fifth person), he tells me my casrd has not been charged and he will help, I give my information again, and then am told the building is not yet set up so I can go no further, he will call me back

- I find out my card was charged, so I call back to ask for a refund, I speak with a sixth person who cannot help me, am put through to a manager (the seventh person) who was most unhelpful

- On Saturday June 3 I get a call back from Chris, he says my building is set up so we can proceed, he puts me on hold for 20 mins, then says he will call me back. no call back.

- On Tuesday June 6 I call and speak to Jack (eighth) who was lovely. He tells me the $250 that was taken from me will be back by June 9th/ He sets everything up for me and says to call back on Wednesday to arrange a time/date for the technician to come and install the wifi. He then charges my card a further $250.

- On Wednesday June 7 I call and speak to two more people at Verizon (ninth and tenth) and I eventually book my technician for Thurs June 8 between 8-12

- Thurs June 8 I book the morning off work, receive a text message saying my technician will arrive between 9.15-10.15am. No ones shows.

- I call and speak to 2 more Verizon people (11 and 12th) and am told that I am showing on their system on the 8-12 list, but on the tech list I am showing as 1-5pm. Obviously this is hugely inconvenient as it means I have to take the afternoon off work as well as the morning (a whole days holiday wasted). One person should have called me back, but never did.

- At 5pm the technician shows and ask me where I want my telephone, I explain that I do not want a phone, I want the internet. He tells me that I am down for a phone not the internet and that i cant have the internet as there is no verizon box in my building.

- I call up today June 9, explain all of this to a person (the 13th person I have spoken to!) and she puts me on hold. Then the phone cuts out and no call back is made.

I am DISGUSTED with the way I have been treated, you have absolutely no care for your customers at all. The number of times the phone has cut out and no ones has called back and the number of times I have been promised a call back and no one has is disgraceful.

I DEMAND you return the $500 you have unjustly taken from me immediately, and I expect compensation for the time you have wasted me.

It goes without saying I will NOT be taking my account further with Verizon.

I expect a call back very very soon, or I will be escalating this complaint.

[removed]

as a result of the aol and verizon merger I am forced to have constant playing commercials all the time on my email also I I had searched on google for anything I now am bombarded with ads for anything related to the search-have had it- often the playing commercial will crop up under the email I am reading its loud I either have to move from my emails closing site down and redo --wa-a-a-ay back you use to be able to block such things now in the drive to make as much money the field of choice has diminished due to merging the the consumer can no longer block such things have had it also in searching for things right from my email I am stuck with yahoo which is terrible- and the news as it is now called appears to be of the same enough is enough -also in the draft site its always the same some loan rate which I also cant remove- add in my checking when something is scam does not stop the same spam from coming in again-

I have been waiting over a month for a Verizon contractor to bury a wire in my backyard. While the wire has been open, it has been cut multiple times and Verizon has had to come help with our network services because of it. Every time they come to our house, they say a contractor will bury afterwards. However after a month a contractor still has not showed up. They also canceled on us today after a whole day of waiting. If Verizon wasn't the only good service in our town, we would absolutely cancel because of the horrible customer service that we have received. A dangerous open wire should be a major priority considering we have had issues for a month.

I have been a Verizon customer for many years and never have missed a payment even once. I have enrolled in auto payment for my bills thru Verizon account manager. Last month I was vacationing abroad with my family and Verizon cancelled my wireless services services because my account was PAST DUE BY 3 DAYS! (though I have enrolled in auto pay plan!). When I called Verizon and told them that I have enrolled in Auto pay the customer service agreed and could see that in my account setting and did not have a reason why they did not take the money from my bank account. I COULD NOT BELIEVE THAT THEY WOULD NOT RESTORE MY SERVICES BACK TILL I PAID IMMEDIATELY USING MY CREDIT CARD.

In my opinion Verizon JUST DO NOT HAVE THE CONCEPT OF CUSTOMER SERVICE.