Verizon
Reviews and Complaints

I called verizon omen 10/10/16 to set up a new prepaid account, and The first rep that I had spoken to said everything was fine instructed after asking for my credit card instructed me to turn off the phone put the sim card in phone and my account would be activated; unfortunately that didn't work which caused me to call back spoke second rep who ask to place me on hold twice while she research the issue. I was on hold for 12 minutes without her checking back then I was blind transferred. To be placed on hold for another 12 minutes or more, then 3rd rep answered told me I wasn't charged she need she need to place the order, because she had no record of an order being placed, doing that time she said I was never billed. She finally got the phone activated. I called my bank and showed 2 charges in my bank account said vzw and the rep told me they never charged me. I called back the fourth time spoke with 4th rep who said she has no record of an order or charge to my credit card so I ask for supervisor and she placed me on hold, no sound then music playing as if I had to make a selection to press an option, so she called me back from a 610 area code number said she had the supervisor on the line and transfer me. I explained to supervisor she said they didn't charge but she showed 45.00 dollars and that was done at the store and I explain I was never at the store at home and called over the phone so she insist to call my bank to verify charges in my account so we conference in Wells Fargo Bank spoke with Personal banker and she confirm my card was charged twice supervisor said she show no record refuse to credit me back claiming she had to check with another department because it showed someone at the store charged my account; then she said she was releasing the call from the banker to speak with me on the phone to resolved the concern but she HUNG UP and never called back. Verizon wireless use to have the best customer service there is but that has changed over the year, it is horrible like the rest. A supervisor who acted unprofessional who manage or oversee other representative in her department, and this is new Verizon. I advise that is fraudulent.

I had a contract with Verizon Wireless and two months ago my contract finally expired. I was never satisfied with Verizon Wireless and was really happy that my days with these guys were finally over. I switched to another mobile service provider.
Then, one months later I received a bill from Verizon Wireless! I contacted them right away and demanded some reasonable explanation. They billed me when I was no longer their client. Their rep said that was probably a mistake and promised I'll get a full refund, but that never happened and it's over a month now! Every time I call them I get nothing but empty promises! Some things never change.

I have been a Verizon FIOS customer in Long Island since they came, about 10 years ago. I am about to renew the service contract with Verizon for another 2 years (the 3rd or 4th time!) but they have changed their business methods and ethics drastically. First they want me to either buy a new router (although I've always had a free one from them from the very beginning) or pay a $3 "monthly maintenance charge" if I choose to keep the existing one. Second, the used to give me some more speed or some service add-on every time I would renew the contract, but this time it is an increase in service, take it or leave it (reminded me of Cable vision 10 years ago!). Their customer service reps are bored and tired, they don't really care if you're happy or not and are not even bothered if you tell them that you think of moving to the competition. It is just not the same company that was 10 years ago until a few years back - all they care now is new customers (to whom they offer great deals to get them in!) while the competition got much better, offering better deals. I am seriously looking into leaving them, although the overall quality of service was good - but it is not everything, if they don't care about you!

Moving to an area where Verizon does not offer the same services I have currently. Contacted Verizon 2 weeks ago and was told that services could be canceled without penalty due to above. Today I am told that I will have to pay a penalty in order to cancel services plus I received emails to my account indicating new service being installed at current location. What gives?

I called the Verizon sales department because I wanted to switch two of our family phones from Sprint to Verizon and because Verizon was offering a weekend promotion that discounted each of the two phones I wanted to buy by $200. The salesperson helped me with the phone details and the Verizon plan that best suited us. I then asked about trading in the old phones - she said that Verizon would purchase each one for $200 under another promotion. Running all the numbers, the deal looked good to me and I finalized everything.

I received the phones a few days later, along with several emails from Verizon, welcoming me as a customer, explaining how to activate the phones, etc. One email explained how to trade-in my old phones once the new phones were activated and the content from the old phones was transferred properly. I went to the local Verizon store to turn in the old phones and it turns out that Verizon would not honor both promotions - the discounted new phone purchase and the $200 per phone old phone trade in. I spoke to Verizon sales and the salesperson was extremely apologetic, said I shouldn't have been offered both promotions, that she would give feedback so that the original salesperson would get retrained, and so on, but offered nothing as far as a better solution for me. And she believed that I had been offered both promotions because it was obvious from my account that I had paid a discounted price for each new phone, and she could see that I had been emailed the information about how to trade in my old phones for $200 each.

A few days later I completed a customer satisfaction survey that Verizon sent me, giving them the lowest rating possible on the interactions I had with the original salesperson. At the end of the survey I was told someone would contact me to discuss this further but so far no one has (and I'm not holding my breath.)

I was planning to switch a third phone from Sprint to Verizon once that phone's contract is finished, but I am definitely rethinking that. Just thought others might like to know about this experience.

August 2014 I began receiving text message's stating I was over my data limit and Verizon was adding more data to my bill. I would receive several messages a day. I would call Verizon sit on hold for up to an hour to be told by the agent that they were having problems with their system sending out text messages, they would no your good. I would hang up and within 15 minutes I would get another text message telling me I was out of data...this went on the entire month! In Sept. 2014 I received a bill for over $1200. I called Verizon and told them I was not paying this bill. I would pay my custom monthly bill. They would not own their data text problem so I left them. By the end of October they sent me a bill over $5000. I am not paying this bill. They are unethical and fraudulent. They have now given it to the third collection agency and I once again told collection agency what happened. I am not paying this bill! I will pay my custom monthly phone bill and not a cent more.

Enter into Google Maps 34.[protected] -118.[protected] and view Verizon's secret tracking facility in Santa Monica California, which tracks their users web-surfing habits by using their wireless phone email account address, when users use their laptops or personal computers.

I have been a customer for over 10 years for wifi aircard. I used the card occasionally while travelling or at business meeting. Over a year ago, I noticed that I was having trouble connecting to the network. Multiple phone calls later to customer service and tech help, the issue was not resolved. I told CS to disconnect and I would add a data plan to my mobile phone. CS never noted that in my account. A month ago, I was told that service was disconnected and account would be revised to $0.00. Yesterday, I received a phone call for service - owe over $150.00. I found out a month ago that Verizon upgraded their network and that my wifi card was obsolete. The company never contacted me about this but continued to charge me for services that could not be used and pretended to help me fix the issue. Supposedly, I received a phone call last month telling me that the account credits were denied and that I owed the full amount. I have caller ID on my home phone and Verizon never attempted to contact me. This company is crooked - charge for a service that is inaccessible but never let the customer know. Even after they are told to disconnect, they continue to charge for services.

Verizon has several times fraudulently billed us for National Directory Assistance calls. The charge is 2.75 (3.00 with tax). We NEVER use directory assistance!

They have credited the 3.00 back to our account this time but not until the service rep repeatedly insisted that the call was made from our phone number. This is SO frustrating!

We asked that the Directory Assistance service be removed from our account, however Verizon said that that cannot be done. My thought is, if half of Verizon customers who are randomly being charged 3.00 don't call in and ask for the charge to be removed, Verizon is making millions of dollars off of this scam... no wonder they won't remove the service.

I'm so frustrated that they can skim off people this way without any recourse from the consumer. If they can bill us for a service we should have a right to decline the service to avoid the possibility of future fraudulent charges.

having problem getting land line, "copper" service repaired. tech sent to my home but NOT to repair land line; sent to CHANGE service to FIOS fiber; tried again with customer service to get service repaired. it seems a decision has been made at the corporate level to allow the "copper" land line system to deteriorate to force customers to choose the more expensive FIOS, either alone or as part of one the "packages". This option also eliminates the possibility of receiving the "Lifeline" senior citizen discount. This discount keeps my monthly bill usually at less than $3.00. FIOS bills would be 500 to 1000 percent higher or more. It may be paranoia, but it seems that in New York State, especially Western NY, senior citizens are being targeted as a consumer group and/or demographic. VERIZON has a virtual monopoly on land line phone service, having "inherited" it from AT&T in the late 20th century through various incarnations, like NY Bell, NYNEX, etc., after that self promoting yokel Ralph Nader destroyed our convenient, reliable, innovative, integrated, and Federally regulated communications system ( a self appointed saviour of the masses ). Can this issue be referred to a Federal agency for investigation? Is a criminal investigation warranted? Is a Congressional investigation warranted? What can be done to save the senior citizen "Lifeline" discount?

I never been so disrespected by a business before, this company is full of unprofessional help that will not assist in any way. I was lied to, transferred numerous of time only to never get my situation resolved. I've been with Verizon for 12 plus years but as of today I will never recommend them nor continue my services.

I spoke with a verizon rep to get my motorola razr maxx hd phone a pay as you go sims card. She assured me that the coverage was good in my area.
I made the order. Right away they charged my debit card.
The next day the ups man showed up at my home to deliver a package to my girl friend. I asked him which phone carrier he has, he said verizon regretfully!
I asked him to make a phone call from my home. He tried and could not get a call out, his bar level was at one to none!
So I made a call to explain my concerns. I was informed that I would need an extender to boost the signal. I said great, but I hope I don't have to pay for it.
She told me only $299.00 + tax and insurance.
I told her I am on a fixed income that I should not have to pay to boost there signal. So I canceled the order. I received the refund confirmation number which I was assured that I would be refunded in 24/72 hrs.
It's been a week and numerous attempts to contact verizon by ph and online with no luck. I used a different ph and did not give any details to link me to the transaction. I finally spoke with one rep then all aggravation and stress began. I was put on hold, I was switched to other departments 10 times. The last rep was very hard to understand. I asked her what country she was located in knowing I can hardly make out what she was saying.? She said for job security and not wanting to lose her job she could not tell me. I was put on hold another 3 attentional times.
Hands down, this is the worst customer service I ever experienced.
I experienced chest pains and was very upset.
I spent over 2 hours trying to resolve my issue with verizon.
Every time I try to make a call to verizon, a automated voice would come on and say "having trouble, call back later"
I recorded all conversations with each rep. I advised them I was recording the conversations from the first call.
I was treated like a human soccor ball, getting kicked around the patch.
I will not give up. I sent a complaint to the bbb.
For $49.71 it is not worth the hassle. But with millions of screwed customers, it just puts more money in the pockets of money hungry corporate #.
My call was dropped

Warning: Rant about the new customer service philosophies that big corporations hold (it's all about the money).
I used to work in customer service where we were told "the customer is always right". Now, after a multitude of dealings with customer service with big companies like boost, verizon, sling tv, suddenlink, ... I identified that the policy they are teaching their customer service representatives is "Screw you customer, all we care about is your money". This is the attitude of corporate america now. They don't care about customer service any more. They probably analyzed where they could save money and determined that if they have a "screw you" attitude toward their customers that they will give less refunds when they screw up and charge the customer twice or when the customer cancels early within a month that he or she just paid for. The customers feel frustrated trying to get through the customer service chain..."let me talk to your supervisor" etc which takes an inordinate amount of time and just hangs up the phone and accepts the charge even though that means the customer is paying money and getting nothing in return for it. In other words, it is an erroneous charge and the company wants to keep that money to help their "bottom line". The big companies think they have a corner on the market and don't even try to be decent anymore! Well, a big "Screw YOU" back to those corporations. I am going to research and find some ethical alternatives IF they exist. I would rather spend time doing that than staying online with customer service trying to get my money back from the unethical corporations who are ripping people off! Screw YOU corporate america. You better bring back fair customer service or eventually you will go bankrupt. Further, THIS IS CRIMINAL ACTIVITY and you should be shut down by the federal government but we can't count on that can we...nope feds have thumb up ### and care about money just as much.

Been four days since I called Verizon to get a replacement for my new device that won't charge. They never shipped it and said something went wrong in the process of sending one out. Super mad! Been a customer paying almost $300.00 a month since 2005. I paid full price for this phone at the store and want one that works now! Or my money back and I use a competitor which I will likely do anyway. I was so mad I even wrote Verizon CEO Lowell C. McAdam a letter explaining my displeasure but I am sure he used to wipe his Wingtips off. Disgusted with Verizon.

Mike Snell
253.691.1655

I had one of the most horrible experiences with Verizon. I had several employees as well as supervisors that approved credits to my account for customers services experiences, equipment, data charges and reconnect charges and taxes. I was constantly in communication with this company trying to get my bill rectified before it got out of control. I sometimes spent two hours of my time dealing with customer service representatives which I do not have. I actually had a retention manager approve a payment plan and tell me that my services were going to be restored I received over $900.00 in reconnect fees in a matter of 2 days on several occasion which is absolutely ludicrous. I spoken with several representatives and managers regarding headsets that I had not received and been charged. I have not received this credits. I had some accessories that supposed to be mailed to me and only one was delivered. I shipped the one headset back to Verizon, but have not received the credit for neither.

On May 19, 2016, I went in to a Verizon Fios store located at 10 Akron Street in Staten Island, NY. Upon entering the store the music was blasting and there were 5 men sitting around like they were in a club or at a party. One of them asked if I needed help, which I did. I was returning a router. While this one man was helping me, the other four sat there and proceeded to use foul language and derogatory comments. I was made to feel extremely uncomfortable and, was the only person in the store at the time. When I asked to speak with a supervisor I was told he was busy on the phone. Verizon is currently on strike and I understand that that but, if this is the type of people they are replacing their workers with, Verizon should reconsider. No customer should walk into an establishment a feel nervous and worried about the type of language these individuals utilized at a place of business. I would like to be contacted about a resolution. I have been a customer for 20 years and this is unacceptable.

I had a 2-year agreement for a triple play package and Verizon screwed up by removing my package when I requested a change in a premium channel which was advised would not affect my contract or deal as you can switch channels anytime and just pay the difference to the modification. At one year my deal was removed and Verizon will not reinstate the terms and only tries to give me another deal that cost more and to renew under a more costly deal. They breached the contract and I do not now the best way to try and fix or complain about this illegal practice Verizon commits. So a contract in big business does not mean anything when they break the terms but only the little customer.

Beware to all who buy phones from Verizon retailers. When you think you are buying a phone from a Verizon Wireless store, you may be buying from a retailer instead. So that means if you want to swap out your new phone with a different one (within the 14 days), you will have to return it to the same store you bought it from. This one was in Pacific Beach, San Diego, CA. A Verizon Corporate store will not take it back. I didn't even know there was such an issue until I bought a phone while on vacation. When I decided I wanted a different phone, I was informed that the change had to be made in person, at one of the retailer's offices. Unfortunately, there are no offices for the retailer in my state. So the policy of being able to change the phone you buy is not always true. And if the retailer is more interested in making the sale than in customer service, they might not explain the return policy. Now I'm stuck with the phone I did not really want. I am disappointed that Verizon would allow this type of unethical misrepresentation of their services.

We have an old AllTell prepaid plan that Verizon wireless bought out years ago. The details of our plan were pay as you go, as long as you use the phone once per month, you avoid a $4 monthly service charge, and there was no minimum amount you had to buy at any certain time. My phone number was [protected]. In March, I made one phone call and dialed *369 or *611 to check my balance. Also the *369/*611 is considered a free call that still prevents you from incurring a $4 service charge to the phone. In March, after I made one call from my car, I also checked my balance and I had approximately $37 still left on my phone. Last week, in April, I tried to make a call and I got an "unable to authenticate your phone". So I immediately dialed *369 to check my balance and got the same error message. I called Verizon Wireless prepaid customer service number on April 15, and they are telling me they cancelled my phone due to inactivity on March 29. I asked them who cancelled it because I have used my phone on a regular basis monthly and they told me I"d have to pay a $5-$29.99 fee to reinstall my service. I asked them what happened to the $37 I had left on account and all they would tell me is "you have to buy a minimum of $100 to maintain service on your prepaid account and we understand your frustration." No they do not understand our frustration. When Verizon bought out the Alltell plans way back in, 2010? or earlier, we were all told our prepaid plans would not be cancelled and they would be grandfathered in. My husband has two Alltell prepaid phones one with a 963 exchange and one with a 964 exchange. He also has money on both accounts. So what I'm seeing is that Verizon can cancel those plans at any given moment and keep all that money? That's embezzlement and fraud. I want something done about this. Either verizon can reinstall my phone at our given plan or refund the balance they stole from me. This entire situation appears questionable to me, given that about 2000 Verizon employees went on strike in VA and NY. How are we to know if one of those employees embezzled money from customers or cancelled plans to wreak havoc with Verizon customers? Just another bait and switch tactic by unscrupulous CEOs. I have reported this to the FCC after I go nowhere with their foreign sounding customer service rep.

Verizon Wireless has been robo calling my home telephone to collect a bill that my ex wife apparently owes. They call multiple times a day every day but Sunday. I have been on the phone with their customer services dozens of times telling them I have no contact with her and have not had in the last year. She apparently left my home number, as a emergency number when she got her phone. They say they will not stop this calling without talking to her, and keep insisting I track her down for them! I finally got fed up with this issue and took my Verizon smartphone and tablet back to their corp, store. Of course they said I could not do this so I left it behind their counter and they called "security". I had already left. These calls have been going on for months/ my home phone is connected to an outside buzzer so very irritating. I told them to send me a written bill on my phone so I can take it to a judge but now they are robocalling on my old number too! Do NOT do business with this company. I'm attempting to get them into court.