Verizon
Reviews and Complaints

I turned in my old Verizon cellular phone and got a new phone and new number last April. 14 months later, I discovered billing had continued for the old phone/number at a cost of about 100 dollars a month for 14 months. My initial call resulted in them realizing their billing mistake and trying to resolve it by giving me a 100 dollar "courtesy credit". I continued trying to contact them for a week. I made contact on Twitter and was told they could request a credit for only the last 6 months as their policy was to only go back that far. They over billed me 100 a month for 14 months and refuse to cut me a check to correct the mistake they have admitted to now twice.

I had been using Optimum for years and although I was satisfied, FIOS sounded like a good deal that I would want to pursue. Worst mistake ever! service is sketchy if you even have connection at all. My router is no more that 7 feet away from my computer and Customer Service is telling me that we need an extender on a router. Cost me business since I work out of the house. I talked to a LOAD of folks in the business and they ALL, not one but ALL told me that FIOS is a scam cause they want you to purchase the extender and its gonna get worse. Never again! I totally believe it now. Going back to anything other than Verizon Fios.

Do not 🚫 use this "provider".! They caused me to lose my phone number I had for years. They are incredibly unprofessional and cannot do their job. As i'm typing this, I have no network and haven't for over a month now.

Everytime I call they "troubleshoot" only to either conveniently disconnect or tell ne they'll call back and never do. I called at least 10 times and still, no phone no texting and it was only texting at first now I can't do anything.

A phone company who has one job and can't do it. I still have no phone service despite going on my 2nd month.

This is the worst nightmare i've ever had with a cell company * do not use this company ever

* you will regret it *

I have been calling for 4 days and trying to get this brand-new phone fixed with no help. I can send text messaging out but it cannot send them back to me.

Every time I call they make me start all over with the same troubleshooting tips and tricks and then they escalate the call because they can not solve it. I have to do the same steps again as the first call and they can't solve it so they escalate the call this time the agent says to shut the phone off for 29 minutes while it's being worked on and they turn it back on and they say they are scheduling me a callback for after the phone is back on and no one ever calls. This is crap. They will not send me a refund or a new phone or resolve this issue. and on top of the money I am out for a phone that won't work right I am out the $50 I had to spend for a card with data text and calling for it.

Someone, please help me.

[protected]

Curt Mckeever

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I had a really bad experience with Verizon when I tried to upgrade my phone on June 26th. I was excited to finally upgrade since I hadn't done so in over three years, but my bill was too high for what I was getting. I also knew that Verizon's customer service wasn't great, but I didn't expect it to be this bad.

I ordered the phone online, but it was a terrible experience. The page kept refreshing and losing all the information I had entered. When I finally got to the checkout, I couldn't even click on the box to accept the terms and conditions. I had to open another web browser to log in, but everything I had saved on the order was missing. It was so confusing, and even after I completed the order, the app on my phone still showed that I had added a phone to my cart that wasn't completed. The website and the app didn't link up, and it took about a day or two for them to sync up.

I decided to do in-store pickup for my order so I could get it the same day or at least by Saturday. But when I got the email saying "do not just run to the store right away," I regretted my decision. I checked my email and app almost every hour to see when the phone would be ready, but I never got a notification that it was ready. I called on Monday to see what was going on, and the agent on the phone told me that when an order has been passed the three-day mark, it automatically switches to delivery. I confirmed my address with her and expected the phone on Wednesday.

But on Tuesday morning, I checked my app again and saw that the order had been cancelled. I was so frustrated and called again. The lady told me that I would have to transfer to sales to reorder the phone. I spoke to someone who seemed to know what they were talking about, and she told me that orders switching to "delivery" was not a thing. She re-ordered my phone and ensured that I would get it overnighted by 8 pm on Wednesday. But I had to be home all day to sign for it.

I stressed all day checking the UPS tracking order to make sure I was home. I even left work for about an hour to be home to catch the UPS guy. But when I got off work, I checked my phone and saw that the order would not arrive until Thursday. I was so frustrated and called UPS to see why they were delivering my shipment a day late. UPS told me that it was because Verizon didn't send my order until 5 pm, meaning there was no way it would make it overnight.

I called Verizon very upset, and to make matters worse, I got hung up on. I called again, but still, no one could help me. It was the worst experience I have ever had, and I wouldn't recommend Verizon to anyone.

We were really disappointed with Verizon. We were offered a "great deal" to switch from T-Mobile to their network. But let me tell you, it was the worst decision we ever made when it comes to choosing a mobile phone provider! We brought six mobile lines to Verizon, but what we received from the store and over 20+ hours of support conversations erased the "great deal" we were offered!

We spent four uncomfortable hours at the Deerfield Verizon store a week ago, and we left feeling frustrated. Even as we write this review, the major phone line for our 501 (c)(3) nonprofit is still not working! Our foundation depends on donations, including text messages, and we've likely lost $20-$25 in proceeds. This is crucial money that helps us care for distressed pets!

We're not asking Verizon to cover this loss, but we want to point out that before you consider using Verizon for your phone lines or transferring your plan from another carrier, please consider what we're saying here. The "Customer Service" at this store on the day we picked up our phones was HORRIFIC! We didn't walk out because we were there with our family and grandkids, and we had taken that special time to transfer the lines and purchase new phones. But we regret not leaving right away.

Since we went to that store seven days ago, we've spent about 20 hours on the phone with Verizon support. We spoke with 10 technicians or people who answer the phone as technicians. None of them, including the one we're talking to right now who has put us on hold, has been able to connect the most important line that was transferred and ported over to Verizon.

We sincerely hope that the CEO of Verizon reads this review and calls us personally so we can explain in detail what happened and what our frustration is. We know that CEOs are busy, but we hope that Verizon employs one who cares about customer service!

We have a lot of experience in retail businesses, and we've always strived to assemble the best team members along the way. We know what true customer service should be! Verizon's customer service should be scrutinized because we're certain that Verizon is losing business due to the lack of service, true interest in helping, and the ability to make a difference.

Maybe Verizon doesn't invest in customer service, which is a huge mistake! Phone service providers are all the same, phones are all the same, but what really differentiates them is CUSTOMER SERVICE OF THE UTMOST EXCELLENCE!

I've been with Verizon for over five years now, and I used to think that their high prices were worth it for the quality of service. However, my recent experience with them has left me feeling disillusioned and frustrated.

I saw their commercials for the free iPhone and decided to take advantage of the offer. I went to Costco, but unfortunately, many of their promotions were not true. I ended up spending $1100 on a phone that was supposed to be free for my stepson. This was a huge disappointment, and it made me question Verizon's honesty.

To make matters worse, the Disney package that I got through Verizon for my phone plan was discontinued a few days later. When I started the plan, the agent had told me that the promotion would last a lifetime, but this turned out to be another lie.

I had had enough and decided to switch to T-Mobile. However, the new phone that I had just bought for my stepson was locked, and it took me three weeks of jumping through hoops and being told lies by Verizon's customer service to get it unlocked.

When I finally paid my bill and spoke with a corporate Verizon office, I was told that my stepson's phone would be unlocked as soon as I paid the bill for all my phones. I paid the $1977, and Curtis explained to me how to replace the SIM card so that the phone would work. But when we tried it, it didn't work.

I called back and spoke with Daniel, who told me that the phone was unlocked and that T-Mobile's SIM card was the problem. We went to T-Mobile, but the agent there showed us that the phone was still locked. I was beyond frustrated at this point.

I went to a corporate Verizon store, and the agent there explained that all their phones are locked for 60 days and will automatically unlock on the 61st day. I couldn't believe that Verizon's agents had lied to me for over three weeks, going back and forth from stores and talking with numerous agents on the phone.

I have an 820 credit rating and would have paid no matter what. Why did they have to lie to me for three weeks just so I would pay off my phones? This is not how business should be done, and someone should be held accountable for these lies.

I will never work with Verizon again. No company should be able to lie to their customers so blatantly. I even have proof in black and white that Verizon declined to unlock my phone but said I could request again after paying. Why all these lies when nothing can be done until 61 days are up? It's unacceptable.

I recently tried to make an online purchase on Verizon's website, but encountered some issues. After entering all my information, the contract wouldn't load. I chatted with several agents and eventually decided to delete everything and start over. It took several attempts, but I was finally able to complete the purchase. However, I forgot to choose the color of my phone.

When I went to the store to pick up my phone, I was told that they couldn't do anything since it was an online purchase. I called customer service, but no one could help me since I was never asked to create a username and password. They kept sending me authorization codes, but they were useless since I couldn't use them. Some agents suggested that I try to register my phone, but I found out that it was locked.

I called several agents and they all told me that I needed to go to the store to unlock my phone. However, the store was not helpful at all and I needed to know exactly what to do before going there. Finally, a very nice lady told me that any authorized store should be able to do the exchange. She helped me find a store with several units of both colors and called them for me.

On the fourth day, I drove 70 miles to the store, but they told me that the system was showing that I needed a $1500 down payment and that I needed to drive 90 minutes to another store to fix the issue. I called customer service and they told me that I needed to take the online purchase to the other store to be recorded and wait until they were shipped to that store. When I asked to talk to customer loyalty, the agent hung up on me after transferring me.

By this time, I was frustrated and gave up. It seemed like no one wanted to help me or cared about my situation. I returned the phones to the store and asked the online people to help me. The store tried to help, but eventually told me that it couldn't be done and my only option was to close the account.

After the return was done, I finally got through to customer loyalty after being on hold for 40 minutes. When I explained my situation, the agent apologized and said that there was nothing they could do. I asked if there was a complaint department, but he said that he was the complaint department.

I was disappointed with Verizon's customer service. It seemed like no one wanted to help me or cared about my situation. I think that if the agents don't make a percentage of the customer, they don't care to even talk to you. It would be helpful if Verizon had managers who knew how to resolve issues and could direct employees to the right source. Overall, I hope that my experience will help someone else, but I don't think it will help Verizon.

I had a really frustrating experience with Verizon recently. I needed to replace a shattered screen on one of my iPhones, so I went to the Verizon website to order a new one. I thought I selected in-store pickup, but the site said it would arrive in 2 days. I was in a jam, so I called customer service to see if I could pick up the order in my local Verizon store. The representative told me they would cancel the order so I could order it in the store, but I would have to wait 24 hours.

The next day, I tried to place the order in the store, but I couldn't complete it due to "an open order in the system". I called customer service again, and they told me the order wasn't canceled and it would arrive as scheduled the next day, in 24 hours.

On the third day, I received a message from FedEx that the order was recalled by Verizon and was being shipped back to them. I tried to place the order again, but I couldn't complete it due to "an open order in the system". I called Verizon customer service, and they told me I would be able to place the order in 24 hours.

This pattern continued for several days. I tried to place the order, but I couldn't complete it due to "an open order in the system". I went to the local Verizon store, but they couldn't place the order either. I called customer service multiple times, but they couldn't do anything except suggest I try again in 24 hours. They even tried to sell me a new line, which was really frustrating.

After about 10 days of dealing with Verizon's lies to get me off the phone, I finally gave up and went to apple.com to order a phone. It was shipped to me within 2 hours, and I was able to switch the SIM card in just 10 minutes. It was such a relief to finally have a working phone again.

Overall, I was really disappointed with Verizon's customer service. Each interaction took about 60-90 minutes, and I had to deal with so many "open orders" that never seemed to get resolved. It was a frustrating experience, and I wouldn't recommend Verizon to anyone looking for a reliable phone provider.

Hey Verizon, I've been with you guys since you bought out Alltel many moons ago. I've had a couple of hiccups in that time, but nothing serious. However, now I'm about ready to drop all my devices on the counter and walk out. Here's why.

My husband passed away in December, and I stopped at the Verizon store in Merrill, WI, on Monday, January 9, 2023, with his death certificate and explained that I no longer needed his line. They canceled the line but said they couldn't take the phone back as it wasn't a corporate location, so they had to call in and have a box/shipping label sent to me to send his phone back in. I got the box on Friday, January 13, 2023. I did everything the instructions said to do, such as factory resetting the phone, etc. I dropped the box off at the UPS store in Wausau, WI, on Monday, January 16, 2023.

I received my monthly bill, which showed a balance of well over a grand. I contacted Verizon via the chat option, and they said the device had been received on or around January 22, 2023, approximately. They said they would update my account to reflect the device being returned and accepted. I kept getting texts to return the device. So I contacted Verizon again via chat, and they reassured me the device had been returned and accepted at the warehouse. Okay, great, so why isn't my account updated yet? Well, that can take 5-10 business days. Okay, fine. The Verizon agent told me it would be updated and not to worry.

A few days went by, and I got another text to return the device. So I reached out to Verizon chat again (this would be the beginning of February now). They again reassured me the account would be updated, and they escalated the ticket to management. On February 10, 2023, my bill still had not been updated, so I contacted Verizon chat AGAIN (this being like the 5th time). I was told again that the device was returned and accepted, and they would need 8-10 business days to complete the expedited ticket, and my account should be updated by February 20, 2023, so I could pay my bill.

It is now February 22, 2023, and I had to reach out to Verizon chat again this morning as my account is still not reflecting the correct pricing for my phone line and the tablet line. Now I received an email from Verizon financials regarding my "late bill." At this point, I posted my complaint all over Facebook, and within minutes, they told me to send them a message on Facebook, and someone would rectify the situation. So I sent a message around 3:30 pm on Sunday, February 26, 2023. It is now 7:24 pm, and I have nothing, no answers, no solutions, nothing after 4 hours. They tell me the escalated ticket is still being processed. What happened to the 8-10 business days I was told 20+ days ago? SERIOUSLY!

Now today, March 2, 2023, I noticed an alert on the top of my screen about data usage limited, so I reached out to Verizon. I tried calling, and after three attempts, I was not able to reach an actual agent. So I went through the chat option as that's the only option I had. There, the agent told me my services were suspended after being reassured by the last couple of agents that it would not happen. I have screen shots. WTF! I am upset. It's like reopening the wound every damn time I have to do this. Having to go through this so many times on the same issue is absolutely ridiculous. Do better, Verizon. For what we pay for your So So service, find a way to rectify this, and maybe you won't lose a 15+ year customer.

Sincerely,
A very pissed off widow.

So, I recently had an experience with Verizon during the Black Friday weekend. They gave me a written quote with 4 lines, which included one play more unlimited plan for $45 (after autopay) and 3 starter unlimited plans for $35 (after autopay). We had a discussion about why our family would not need 4 "play more" plans, and Verizon repeatedly indicated that with this mix and match scenario, there was a buy one get one (BOGO) offer on new Apple 12 phones.

I decided to take advantage of the BOGO offer and purchased 3 128 Apple 12 phones (regularly priced $849) and one Apple pro max phone (regular price $1100) for myself, my husband, and my 2 boys. They initially said 2 of the Apple 12 phones would be the BOGO free phones, which was written on the quote. I worked hard calculating everything that night, including a $50 protection plan, and determined that the monthly fee for the first 24 months would be around $270 per month plus unknown taxes and fees.

When we came back the next evening to close the deal, they said the BOGO phones would not be free. They actually would be $50 each (or $800 off). So not really a BOGO, but okay, we still could live with $50 per "BOGO" phone. We purchased the package, got 3 phones that night (the max pro was on order), and the numbers were transferred from AT&T. We paid the taxes on the phones and bought screen protectors and cases, which we immediately put on our new phones.

However, when we got home that night, we found emailed paperwork indicating that our monthly service for 2 of the starter unlimited lines would cost $70 per month each (double the quote), and the third starter unlimited line would cost $55 per month. There was no real paperwork or receipt on the service for the "play more" line, but there was a thank you email indicating that it would cost $55. Also, there were full price phone device charges for all 4 phones, with no indication of the promised $800 off of any phone. One of the emails estimated our first monthly bill would be over $750, and protection plan costs were screwed up too. I couldn't even sleep at all that night.

The next day, I went back to Verizon, and they said I should not believe the paperwork. They would not give me anything in writing on what the "real" prices were. But this time, when they verbally told me the supposed "real" deal, the BOGO phones were only $400 off, and I had to pay $450 for each of the BOGO phones! That is $800 more than what had been agreed to the night before. My stomach was so upset, and I almost broke down crying.

They indicated that, instead of that deal, I could get the "play more unlimited" service on every line, and then the BOGO phones would again be $50 each. That would be an extra $30 per month or $720 dollars for the required 24 months. I showed them the written quote where they had initially handwritten that the BOGO phones would be free under the mixed plan. They never denied that they had told me this. They acknowledged that the final deal the previous night when we paid the taxes was one play more unlimited $45 (after autopay) and 3 starter unlimited (35$ after autopay) with 2 Apple phones regular price and 2 Apple phones $50. They just said they made a mistake. The most they offered for this "mistake" was a $204 credit.

Even with that, I am being charged $520 more than I agreed to. $520 is a lot of money to my family. I get sick to my stomach every time I think of it. Had we been told the real prices upfront, we would have stayed with AT&T, who was offering a minimum $350 for every phone trade-in and would have been hundreds of dollars cheaper!

I am a Christian, so I will only detail the facts of what happened to me and let you decide what you think of this company. However, I still have not received anything in writing or any real bill. Please beware of Verizon's tactics. They will not give you the information in writing, so all you have is a meaningless and sketchy quote.

Verizon Business services are not recommended, especially if you're trying to build your business credit. I signed up for Verizon Business a few months ago because I was told that they report to the business credit bureaus, which would help me build my business credit. I signed up for autopay, as I do with all of my personal and business bills. I also received credits from Verizon because I transferred my services from another phone provider, and I qualified for their new customer promotion.

After a while, I noticed that I hadn't been charged for any services. My balance in the Verizon Business portal was $0.00, which I assumed was due to the credits applied to my account. However, I kept receiving emails saying that I had a past due balance. I called Verizon about this, and they told me that I still had credits and to disregard the emails. I called again a couple of weeks later, and they told me the same thing.

However, I kept receiving these emails. About 6-8 weeks ago, I called back to check on the constant emails claiming that I owed a balance. I told them that I had been on autopay for months, but my credit card hadn't been charged yet, but I was receiving these emails. I also told them about the credits on the account, which they confirmed.

After being on the phone with the representative for a prolonged period of time, as usual, I was told that Verizon had recently had a system reboot, upgrade, etc., and it "booted out" or "cancelled" my autopay, automatically. I told the representative that that didn't make any sense, whatsoever. I asked, "how could an autopay be cancelled by a system reboot, upgrade, etc.? That doesn't make sense." The young lady couldn't explain how it happened, and said that I simply had to sign back up for autopay. I paid the $50+ balance and signed up for autopay, again.

A few days ago, when I checked my business credit reports, I noticed the "serious past due" account, that Verizon claimed is still due, and is over 30 days past due! (Yes, my credit score has dropped due the THEIR system error.) I called Verizon today, was transferred to 5 people, and spent 2 hours and 6 minutes on the phone with them (but I hung up after being on hold for the last 15 - 20 minutes, with a representative who claimed to be "trying to transfer me, but the call kept disconnecting from their Business Recovery Team".)

All 5 representatives were foreigners who didn't understand English thoroughly and kept trying to solve issues that didn't exist (because they didn't understand the issue I was explaining to them.) They kept transferring me to ANOTHER department that was NOT the right department. I originally called the business customer service department, but was transferred away FROM the business department, only to end the call while on hold with the business department!

I only signed up with Verizon because I was trying to continue building my business credit, not destroy it! My score dropped OVER 40 points! I've never been late on ANY bill! Personal OR professional. To have such a serious issue which is caused BY Verizon, and I CAN'T get this matter resolved, and in a timely fashion, AND talk to someone who thoroughly understands the English language, is unacceptable!

Not to mention, having to be on the phone for HOURS every time I call this company, AND to be on the phone THAT LONG only to NOT get your issue resolved is utterly unacceptable! The only person I've ever spoken to who fully understands anything I've asked, was the American representative who signed me up for the service. Everyone I've dealt with thereafter was a foreigner, whose English wasn't fluid.

Lastly, when I first signed up for this service months ago, my calls CONSTANTLY dropped. Non-stop. A representative told me that it was due to 5g and their new / upgraded towers. Don't waste your time or money here. I have had such an unsatisfactory experience.

I gots a lot of stories about Verizon to add to Site Jabber. I used to have Sprint and they was good and all BUT... My girlfriend talked me into switching to Verizon. That was like six years ago. Well, sorry to say after I filled the two year contract my phone would no longer hold a charge. Eighteen months into the contract I called customer service and told them my phone would no longer hold a charge. They told me that I was due for an upgrade. They sent me a phone that I never picked out. They sent the wrong phone. I ordered a small flip phone that was like the LG phone I already had. Unfortunately, They sent a Motorola Razor. I sent it back after calling customer service. I advised them that I still had no phone and was due a free upgrade after being a customer for eighteen months. They never sent a new phone. After three years of still staying with them fighting to get my phone to hold a charge. The only way I could use the LG phone was to keep it plugged into the charger while using it. I explained this to the representative and she told me the only way they would send another phone is for me to take out another two year contract. I ask the rep why should I have to do this when you have owed me a phone since before my two years ran out on the first contract? Then I ask her if it would make sense for me to stay a Verizon customer for three years and then when you send a new phone for me to leave? What good would that do? They refused to ever replace the phone. I made them do an adjustment on my bill because of all the months I paid for a phone that would not hold a charge. I switched to AT&T after that. I have been with them since.

My second complaint with the wireless service. I ordered a wireless modem from them a few months ago. When I signed up for the service the rep told me that there was no problem in billing the service to me not to my cousins address and name. I explained that he has nothing to do with the wireless service, even though he has a land line with you. I want the bill to come in my name with the address I provide today. She said no problem. Well I waited for over a month my Verizon internet bill to come. Guess what it never did. When my cousins bill came it was bundled with his. This made him very upset because he agreed to let me have the service at his address as long as I paid for it. Also that he would have no charges for it on his bill. When I called Verizon three reps hung up on me when I tried to explain what was going on they could not find any order for internet service at this address. As a matter of fact she was looking at someone else's bill completely, telling me I owed $178.00. I asked her if she lost her mind. I told her I just got the service turned 1 month ago. She began arguing with me. I asked for a Supervisor and she dropped the call. I called back again and the next rep told me the only way to fix the mistake in billing. Was to stop my service and start all over. I asked her why she could not just separate the bill without interruption of my service? I then asked her why I should have to be without service for a week because there rep made a mistake in billing? How was that fair to me? Then she said she was sorry but that is all she could do. I Then requested a supervisor again. She transferred me to an escalations specialist which placed an e-mail for a supervisor to call me back. A few days later a supervisor called me and straightened it all out. I did get a new bill in my name only about 10 after the call. It was corrected and they even gave me a credit for the mistake.

I think the resolution was good but trying to get one took me several days of calls and a lot of stress. The reps not being on the same page is big problem. Also there lack of concern for customer problems along with the lack of knowledge for account information. I expressed all of this to the supervisor who did follow up to fix this. I am not a big Verizon fan at all. Thanks to not giving up I did find a few at Verizon that did care. But what a battle. As far as the cell service? I say this can you hear me now? NO I can't. You are better off with 2 Styrofoam cups and a piece of yarn. The reception would be better than Verizon.

I recently switched from ATT to Verizon Wireless about three months ago. I have had a few experiences with Verizon's leadership team, also known as Tier 2 customer service. However, I have noticed that this department is not true leadership, and they lack the skills and training needed to be effective. They also tend to make promises they cannot keep, which means they lie directly to your face. Additionally, they are disrespectful and talk over you, showing no interest in listening to your concerns. It seems like they just want to talk and not hear what you have to say.

I have had six experiences with Verizon's leadership team (Tier 2) and one with the office of leadership/CEO. When I spoke with Carlos from the office of leadership, he listened to me for about 35-40 minutes and tried to remain calm. I shared my experiences with the leadership team, stating the facts that they are not true leaders and lack the necessary skills. I also mentioned that they are disrespectful and talk over you, showing no interest in listening to your concerns. They have some level of fear from the office of leadership, who is just like them. They will never change with time and still live in a 19th-century mindset. Most Verizon employees retire from the company, so they have been around for 25-35 years.

I also mentioned that their website, app, and new credit card look fine, but their website is misleading. The marketing department is doing a poor job of publishing offers that are misleading and not transparent. In other words, they are duping you and not letting you exercise your rights. As a customer, you get attracted to these offers with no specific disclaimers, but you learn that you are trapped. All offers are contingent on your spending limit on the account, which is not mentioned anywhere. For example, their latest offer of a free iPhone Purple Mini 64 GB will be offered if you add or port a line.

When I asked the leadership team why their telesales, customer service, and porting departments did not share this critical information, they responded that it was their internal policy. If I asked to see a copy, they would deny it. This means that millions of telephone subscribers are shopping around for a new carrier and offers, but they are misled by Verizon's leadership (Tier 2) and the office of leadership, who do not want to take responsibility for what is going on. They state that the customer should know it, which is not right.

When I spoke with Carlos, I was not venting but stating facts/incidents/names of leadership (Tier 2 customer service) with date stamps. I was sincerely giving constructive feedback. However, Carlos thanked me for venting, which was not the case. I asked him to take his words back, but he denied it. As the call progressed, Carlos spoke the same language that I had been hearing for three months, which was similar to the personality of Tier 2 support. He continued to defend the actions of his Tier 2 leadership and marketing department. When I told him to look at the offer later on his own, he said, "Which offer?" Then immediately, it stated based on a credit check, which was not needed since the account was already opened, and the spending limit was decided.

When I told Carlos that I was adding his name to my list, he suddenly changed his demeanor and became soft-spoken and polite. He asked what I wanted and talked with such conviction as if he would fix Verizon's mindset right away. However, I simply stated that they needed to honor their offer, but he declined and shared the same answer as his Tier 2 leadership.

I could read between the lines several times that he was very unhappy to hear the truth. No one likes to see their face if shown. I also informed him that I could hear that he was not happy with my constructive feedback. He denied it. I knew that talking to Verizon was a waste of time. Carlos forgot the basic lesson learned in business, "Listen to the customer, mediate, and do your best." The reason being that it's because of customers that they have a job.

I stated to him that it was not a good idea on Verizon's part to annoy customers. I have personally seen big businesses fail due to poor leadership. Time changes, but certain entities or people never change unless they go through setbacks. Overall, my experience with Verizon has been disappointing, and I hope that they take my feedback seriously and make the necessary changes to improve their customer service.

In May, my contract with Verizon expired and my new monthly bill would increase from $171 by about $7. I was told by an agent that if I get a new contract at $191 (from the new $178 amount) I would be guaranteed that price for 3 years, could cancel anytime, would get an upgraded router AND all services would remain the same. June 13th a technician came to replace the router. When I tried to DVR something, a message appeared that I would have to pay an additional $8.89 for dvr service on my 2nd cable box. I could only use dvr on my main box even though we always had multi room dvrs and the service was supposed to remain the same. I would not have taken the contract had I been told the truth. The agents are either misinformed or lie to get credit for a new contract. I have spoken to customer service with no resolution. I hope the retention dept can return my original dvr service with the additional fee as I have been a loyal customer and feel I have been scammed with a bait and switch ploy. BE CAREFUL

Where do I start? To get straight to the point? I have lost my phone number, And this is unacceptable to me. I've been with verizon for about ten years mostly prepaid and recently on a plan with a friend. My friend switched her phone numbers to a different carrier and we've out of state. This left my phone number and my service Disconnected. No one ever contacted me and told me that my number was going to be disconnected. For about 2 weeks now I've been talking with customer service. I've probably have twenty hours into online and phone conversations regarding this issue and nobody can get my phone number back to my plan. I've spent the last 10 years building. My clientele on this phone number and the thought of it being disconnected and gone is not acceptable to me. I need to have this phone number back and I have been passed around around and around to different divisions of verizon wireless who Have not been able to help me at all. Each time I have to explain what is going on At this point I am completely frustrated with verizon wireless. Said the still connected to an account And they tell me something different every time. Can someone please help me with this situation i'm losing money and customers. Thank you very much.

Phone paid off bill went up! All customer service goes to india can't understand what they are saying. They said I have wrong plan let me look into it, then put on hold till I hang up. This company is all about [censored]ing over long time customers they believe you will stay with them instead of going through the hassle of switching to save 25 or 30 a mo. I've been with them since cingular over 30 years and now I have to check my bill why do you want to [censored] me over you piece of [censored] company.

I have had Verizon Wireless for at least 20 years, paid every month and never one late payment. Recently I changed banks. I spoke to a Verizon, they told me I would get a $10 discount if I did auto pay. They advised me to pay through bill pay at my bank for the first month since it would take a month for auto pay to take effect. After paying, I saw that they did get paid twice from bill pay and also auto pay. I contacted them and they refunded one payment. On April 10th they disconnected my service for nonpayment. I went to the Verizon store with my bank statement, he called Verizon and they said they never received my bank payment and that I would have to contact the bank. I told them it is Saturday, and I will not go without a phone until Monday,. They would not restore my service. I did get another service at less than half the price I was paying Verizon. I did get a letter from my bank with the payment information through bill pay, tracing number and confirmation of payment. I contacted Verizon and they said they were going to do an investigation and would not take the letter at this time from the bank. They advised me that someone would contact me and at that time I can submit the letter from the bank proving payment. I still have not heard back from them on the investigation of payment as of today. Now they are actually threatening to submit to all three credit report agencies that I have not payed my bill. In the mail today I received a paper bill from Verizon, The bill has a credit off the bill since they disconnected my service earlier than the entire month with the balance from beginning of the month until they disconnected showing that I have a balance of the difference. This is completely incorrect. There is NO balance owed. They owe me a refund since the bill was paid and I did not receive service for the entire month that I paid. I have contacted them several times to no avail. I am very upset that they did this as it caused me so much of an inconvenience. The new service could not use my old phone number due to Verizon disconnecting the service. I had to et a new phone number for my husband and myself and contact all my friends, family, doctors and credit cards to advise of my new phone number.