Verizon
Reviews and Complaints

on 12-01-2015 I went to Verizon store in Lexinton, Ne I was there to make a payment plan to pay off a bill. I was told that no matter what the payment I could afford was if I failed to pay their idea of an affordable payment I would still be turned over for collections. The last I knew Nebraska was an attempt to pay state and any attempt to pay would be accepted and keep it from going to collections. I do believe a person sending 25 dollars bi-weekly is better than no payments at all. The person we are talking about has no current employment and would be asking his mother to pay the current amount. It was offered to increase the payment amount when this person became employed.

Had the service for three months and it has worked possibly two weeks during this three month fiasco . My wife has talked to representatives from Verizon multiple times with them assuring her that it would be fixed by changing things online which she has done every time without success. We have to reset the router constantly and then that doesn't always work. We're getting customer service from probably India which makes it hard to understand the person you're speaking with. Every time you call you have to re-tell the same story and give them all the pertinent information. This is frustrating and their customer service is terrible. Can you hear me now!

3 phones that did not work. refused to send new phone. dropped calls w/4g lte. phone had no functionality, i. e. contacts, phone, messaging would not open. spoke to elisha (supervisor), jeremy (tech support), zack (tech support), brittany (customer service), none of whom were helpful or offered any solutions that made sense. horrible. horrible. horrible. 11/02/2015 #ivanillich to be good you actually have to do good!

I have had fios for nearly a year... I signed up for 50/50mps service ever few mins each of my devices have intermitting internet service.. on/off etc... I even have it on my wired devices (smart tv) I have had verizon out here 3 times and they can find no reason why it does that only to say I need a booster. I live in a 2100 sqft home not a mansion and they keep telling me my house is too big... really? fios don't want to admit there is a problem in their work or system. I have read tons of complaints about the same issue I am having.

They are advertising an data upgrade, so I chatted with someone to see how I can upgrade my data from 10 GB to 12 GB for the same price of $80.00. The rep walked me through it, and I noticed that I would be paying an additional $5.00 more. When I questioned her and told her to forget it, because she gave me some stupid explanation for it. In my mind, I am thinking that this is such BS. I call it False Advertisement. I think they are way overpriced, I have been with this company for over 10 years and I think it is about time that I look into switching.

1) Saturday I talked to VZW rep Kathy: received quote to upgrade 3 phones and change data, call, text plan. I told her I wanted to compare with AT&T so she said she would call me back Monday cuz she didn't work Sunday. 2) Sunday I called VZW jto sign on after deciding I wouldn't switch to AT&T. The answering rep (don't remember her name) read Kathy's notes but couldn't give me the deals Kathy quoted. I said I'd wait to see if Kathy would call me Monday. 2) Monday: Kathy called late; apologized. She remembered our Saturday conversation and proceeded to set me up. First 2 upgrades were fine; 1-$100 iphone 6 on 2yr contract with waived $40 upgrade fee, 2nd upgrade was basic 2yr payment plan. The 3rd deal was a VZW promo $300 bill credit if I turned in my current iphone. The 4th deal, free iphone 6s and waived $40 upgrade fee in trade for $200 promo credit and iphone 5s trade in plus 2yr contract. She couldn't make this deal go through, worked it for a while and said she'd research and call back Tuesday. 3) Tuesday I didn't hear from Kathy. 4) Wednesday I called VZW and spoke with Frank. He said the 5s trade in promo had expired the Wednesday before I spoke to Kathy and she shouldn't have offered it to me. He said the trade in deal was offered because I had to give up my unlimited data plan. However, this week VZW reinstalled the unltd data plan at $20 add'l per month so the trade in deal was no longer offered. Kathy never mentioned this offered was tied to having to give up my unltd data; not that it would have mattered but it makes me wonder about how VZW explains their complicated offers to their own reps. 5) Frank confirmed none of the deals from VZW were that dramatic. It is a matter of whether you wanted to pay now with a cheaper contract phone @ $40/month or pay later with a payment plan on full retail of each phone plus $20/month. Frank was fairly patient with me because he wanted positive feedback. He kept asking me if I was happy with his service and VZW's service. 6) Resolution: I would like VZW to honor deals made by their reps especially when the deals are documented.In this case I would be happy if VZW honored the free iphone 6s and kept me on a non-contract $20/month payment only. Everyone makes mistakes. It's the corrective measure that shows us good faith. What a frustrating experience. This spanned 5 days and approximately 4 hours of phone time.

Around the second week of October 2015, I sent a letter of complaint to Mr. Kevin Zavaglia, the New York/New Jersey regional president for Verizon Wireless. It highlighted an experience where I had five consecutive defective phones provided to me as replacements. Each had a equal amount of time and money lost between the loss of service and the huge amount of time spent on the phone trying to get it repeatedly resolved with customer service. I demanded that I have a reliable phone provided to me; as the fifth flawed phone they provided had eroded any faith in subsequent "replacement phones". Crystal M. sent me an email response to my letter to Mr Zavaglia asking to contact her. After contacting Crystal, she apologizes for my experience, then proceeds to tell me that the I actually do not have a protection plan for the replacement phones I had been receiving. Now, the only way I knew I had a protection plan, was after a Verizon Wireless representative informed me that I did. Crystal, then proceeds to tell me she has terminated the protection plan, and allowing only one more replacement device. I will not receive any further phones (defective or not). I pointed out my real dissatisfaction as a customer was the fact that Crystal was more concerned about upholding the rules of her corporation even in a case where they provided me with incorrect information. No regard was paid to the huge amount of time and money lost by this misinformation which let to me not having any service. The defective devices I was provided with and the lengthy process involved in getting a replacement is the damage that was done. The way it was handled to by the Verizon Wireless Leadership Team, created irreversible damage. So, I switched to T-Mobile. I'm not going to shout their name and say how great they are, it has not been that long, but so far I am happy. I have the new phone I was denied, a cheaper bill and the ability to get a new phone a couple times a year. Pretty sweet coming from Verizon. The kicker to this story is, I sent a follow up letter to Mr. Zavaglia, informing him of my decision to switch to T-Mobile and why. Apparently Crystal M, was informed of this and she sends me this response: **********START OF RESPONSE*************** Good Evening Walter, Mr. Zavaglia has forwarded your email to me regarding your move to T-Mobile based on the resolution of your case. I'm sorry to hear that you have moved services and were so dissatisfied with my work on your case. We certainly do not want our customers to leave us.Again, I express our apologies that you had to have multiple replacements and the frustration that caused. Because you voice concern regarding my resolution, I have reviewed your case with my leadership team. We are in agreement that I provided the best recommendation to address your concern, by offering an additional warranty replacement and removing the insurance. That is our final decision in this matter. Regards, Crystal M. **************END OF RESPONSE***************** Now, my question is this; how necessary was it for Crystal to reiterate not only that she, but her fellow Verizon Wireless leadership team members are also in agreement with dissatisfying their customer and sticking to their decision that made me leave their company. I only felt better after reading this. I just had to respond to her email: *******START******** Good to know we're both satisfied. At least we agree on our final decisions. Bye bye. :) -Walter ******END********* Hope this helps you in your cell phone carrier decision. Cheers! ;-)

I was attempting to return a Shell holster with/kickstand initially to the Arizona Mills Verizon Store. A gentleman by the name of Brett {Britt}, said he couldn't honor exchange because I purchased at a Corporate store and his was not a Corp. store. (Did not bother to tell him HIS store had previously exchanged exact case a year earlier) He offered to SELL me a case. I said no thanks. He called store on 24th and Baseline and said they had one. I drove to 24th and Baseline. The girl holding case for me tried again to SELL me phone case Told her it was suppose to be a warranty replacement. (Was obvious she was prepared for me) I asked to speak to G.M./George, who told me phone case had a 90 day warranty only. I asked for 800 #, and George tossed box on counter and had salesperson give me #. (Which as G.M. I m SURE he knew by heart). The young lady that initially waited on me said she had another customer but when I informed I had 5 phones up for renewal, she took the time to answer a couple of questions...BOTTOM LINE...UNLESS YOU ARE INTERESTED IN MAKING A PURCHASE, DON'T WASTE YOUR TIME EXPECTING ANY SEMBLANCE OF CUSTOMER SERVICE, AT EITHER OF THESE STORES. I estimate we have SPENT OVER $40, 000.00 IN THE PAST 10 YEARS WITH VERIZON. THANKS TO THESE 2 MANAGERS, WE WILL CERTAINLY FIND SOMEPLACE ELSETO SPEND THE NEXT 40K. (DID I MENTION IF WE WERE RENEWING THESE PHONES, BOTH THESE MANAGERSWOULD HAVE GIVEN FREE PHONES FOR ALL 5 PHONES?

I have a prepaid phone, which I pay $50 a month for (plus tax). This is suppose to have unlimited text and I can use the web when I want. If I use my gb (or mb, whichever it is) up, it just slows way down, but I can still use it. I have had this for quite some time and now all of a sudden you start turning it off before my month is up. I paid $100 plus tax on August 31st, this was for September and October. On October 11th I lost connection while talking, I tried to call my party back and it says "I do not have enough funds in my account for this call". I went to a Verizon store and she (Sarah) called in, but we were given no satisfactory help. They said I used up my money and would not turn it back on. I'm fed up with Verizon and will be switching carriers! I think you just ripped me off by $33.21.

Haven't had your service for not even 1 week. You left a cable running all over my front and backyard that was supposed to be buried upon installation of services. Been told different stories that you are coming to bury it. First was Friday, then Saturday, was told you will be here today Monday by 9:00 AM. Is 12:35 PM and nothing. Called the contractor that is supposedly doing this job earlier and was told that was on his way. An hour later, still nothing. Called him again and said that was 5 minutes away. Nothing yet. Called Verizon customer service and was told that there is no buried cable job scheduled until the 15th. This is the first time I hear about this. You have been lying and changing different stories each time. First time having your service and regretting having it. I signed a 2 year contract with you. Have until 14th days to cancel service with you without penalty. Right now if nothing gets fixed, I will be canceling your service and you will be refunding everything because I will be owing you $0 after all of this ! I will also be posting on my opinion everywhere online that I can find about my experience with you and letting people know about the type of service you provide and that you don't care so this way they beware of doing business with you.

Two months ago I called Verizon to change my pay date from the 8th to the 17th. I talked to a very friendly girl over the phone on there customer service line and she said it would be changed for the following month without a problem. The next month comes and my bill is taken out automatically on the 8th. I call Verizon because I don't have the funds available in my bank and being charged an insufficient fund of $30.00 is going to set me back financially because I am barely making it by as a full-time student and living on my own and I had already talked to someone and she said she took care of it. I talked to another customer service representative and she said that “because it was withdrawn on my Debit card there is nothing they can do about it. If I used a credit card they could possible cancel the payment.” I said “So now my account is negative and I am going to get charged an insufficient fund which is $30.00” and the customer service representative said “I am sorry there is nothing I can do. I can change the payment date for next month” So I decided to keep calm and change the date once again which makes we wonder why I was on the phone with the first woman for 30 minutes if nothing was changed. So we go ahead and change the date once again to the 17th. Next month comes around and I get a notice from my Chase App saying I am negative in my account because a Verizon bill went though. I check the date and today is the 8th. I call Verizon for my third time and now I am very upset. I told them the story and I get the “I am sorry there is nothing we can do because it is a Debit card transaction” I said “So now this is the second month in a row I am being charged insufficient funds to my account because of a mistake on Verizon's side” and she apologized and said “I would do something if I can. I will apply a $20.00 discount” I hangup and now I am livid with Verizon. I decided to make a second call and ask for a manager and the nice young man I talked to said “Unfortunately I see that you made the pay date change and it takes 30 days to process.” I said “I changed it two months ago that is well over 30 days” He said “I am sorry but there is nothing I can do about it” I asked to speak to the manager and he put me on hold for 15 minutes and the same man answers and says “I spoke to multiple supervisors and they unfortunately wont be able to change anything to the account I am sorry. I can transfer you to Financial but to be honest they wont be able to fix anything as well.” The Supervisors didn't even give me the respect I deserved to talk to me personally on the phone. So now this is my second month in a row that I am being charged an insufficient fee in my account because of mistakes made by Verizon. Not once did I yell or cuss at the customer service representative because I know it is not there fault but for a manager to not even talk to me about the issue when I asked to speak to one how rude. I am extremely unsatisfied with Verizon because all they are focusing on is receiving the payment and customer service isn't as important. I will be looking for another server to go to because this is just ridiculous, inconsiderate and uncalled for. How many employees does it take to change a pay date with Verizon? Apparently 3 customer service representatives, 2 supervisors and 3 months time. If you are considering using this service I would think twice because if something this small can't be handled I wish you the best of luck if something worse comes along.

My Iphone 6 plus was one of the Apple Iphone's that had the known camera issue reported in the news. I called Verizon and they agreed the camera had a problem and replaced the phone. I said that I wanted the protective screen glass that was purchased at a Verizon corporate store to be replaced as well. As this was not my fault that the phone needed to be replaced. They agreed to replace the glass protective screen on August 23, 2015. I have called approximately 5 times to follow up. In fact, on September 14 they said they would get it to me. Then on September 27, 2015 it would be overnighted to me and I would receive it on September 28, 2015. I still have not received the glass protective screen and they are unwilling to credit my account the $26.86 for the glass protective screen. At this point, I would like to be credited the $26.86 for the glass protective screen and also be remunerated for the hassle, inconvenience, frustration and time that I have had to go through.
To make this situation even worse, after explaining this to the Verizon rep and her supervisor neither of them would credit my account without forcing me to make a purchase first. The supervisor required that I go and purchase the glass protective screen before they would apply a credit to my account. Why am I being strong armed? The supervisor put me on hold, so I drove down to the Verizon wireless store and purchased the glass protective screen. After explaining this to the supervisor, she then immediately denied that I went to the store. I mean she had the audacity to call me a liar. She then interrogated me asking for the store address, receipt number, time, and store number that I provided off the receipt and then called the store herself to confirm that I purchased the glass protective screen. Then without even an apology for calling me a liar, she said that she was going to issue me a credit.
At this point, everyone that I have had the sincere displeasure of dealing with, about 5 people at Verizon have not honored their word. In the rest of the world, we call those people liars. In this case, it may simply be that the representatives at Verizon are simply inept and incompetent. Verizon representatives telling me that they would overnight the glass protective screen and then telling me that they are not responsible for the United States Postal Service not delivering it overnight. And further the representative telling me that they could give me a tracking number. Like that is going to do any good. I mean it has only been 36 days of dealing with the same issue, repeatedly and having Verizon drop the ball. I was no longer interested in hearing that they would ship it out to me, as I have already been told that by at least 3 Verizon representatives already. I wanted to get off the phone and have this resolved. And I was not interested in going to a Verizon store, purchasing the glass protective screen and then having to waste even more of my time by calling Verizon back again. For them to what? Lie to me again. As this is what I come to expect from Verizon employees.
I mean seriously 2 hours of my day today to get an issue resolved that Verizon totally screwed up. Not once, not even twice, not even three times and are completely unable to bring a satisfactory resolution.

Shame on you Verizon.

Oh, and Dan -- great job. Reviewing my account and determining that $5 would be enough remuneration to keep me quiet. Did $5 even cover the gas that I spent to drive to the store. I should've never had to drive to the store. This has been Verizon's fault and they have refused to take responsibility.

I was offered a $400 Visa Prepaid card as a promotion to switch from Comcast to Verizon. The representative explained to me that if I pick the package that he was offering, I would receive my Visa Prepaid card in the mail in 2-3 months. It have been 3 months now and I called to ask about my prepaid card. Verizon is now telling me that the package I have is not eligible for the promotion. I would never have switched services if that promotion was not offered. This is very upsetting that I was lied to, and I feel like this is a scam.

We visited Verizon Wireless at Capital City Mall, Hartzdale Dr. Camp Hill, Pa. At 7:00-7:30PM to ask a question & was detained by two guys trying to make a profit & they never listened to or answered our question! I'm allowed on my feet 20 min. at a time due to 2 cracked vertebrae & they kept trying to play us, pushing us to buy stuff that we repeatedly said "No" to. After 1 hour I was so tired, & in pain I couldn't stand it, even with a back brace on!
If I further hurt myself I may be contacting a lawyer to see what can be done about jumping on people who just need info or help trying to push unwanted products at them for an hour or hours at a time!
Verizon will never have my vote & I'm gonna talk too (nothing good) about them & their ways of trapping you by not helping you when you need it & pushing you into stuff you don't want by not excepting "No" as an answer!
Sad that kind of stuff goes on to good people!

Others have had this happen to them but are not saying anything, but I'm here to call Verizon out. They allow customers to post date checks on their accounts only to disconnect their service anyway and then charge the customer a $20 reconnect fee per line! Not only that, they accept the post dated check as payment, it's provided to the customer as a payment option! Seems fishy to provide post dated check option, disconnect service before date on check, reconnect service before check cashes, then charge the customer a re-connection fees per line. Just think of the income Verizon generates using this underhanded tactic. This is mostly an attack against the family plan with multiple lines. I have a total of five lines so this generates an additional $100 for Verizon. Their excuse? It's a payment option not an arrangement, whatever the hell that means. NO Verizon, that's just your way of conning your unsuspecting, struggling customer into spitting out more of their hard earned money with your greed and deceitful tactics. Why you are allowed to continue to scam the customer in this manner is beyond me.