Verizon
Reviews and Complaints

I ordered a prepaid Verizon Wireless phone online but the cover did not work because the metal latch was missing. I tried to return it to get the proper credit but have talked to 8 people so far and no one can help me. I tried to return to a Verizon Wireless store but they wouldn't take it.
If you are going to order a prepaid phone do not order online GO TO A VERIZON WIRELESS PHONE STORE!
It seems like a simple thing to get the proper credit for a defective phone but no one on phone support can help me. If you go to an actual store they will be able to help you later.

I had to wait until the 2 Yr contract was up before cancelling and switching over to ATT. Three months later, I go and sell my old Verizon phone on Craig's list and the buyer calls back a few hours later saying Verizon has reported the phone as stolen and won't turn on her service.

I call Verizon and they say the phone was reported as stolen... guess when it was reported stolen? The last day of my 2yr contract! Hmmm, quite a coincidence. The cust svc rep says that because the account has been closed, she cannot take my phone off the stolen list. The account would have to be reopened to do that!

It looks like someone at Verizon listed my phone as lost or stolen the last day of my 2yr contract effectively keeping me from selling my old phone. I'm going to try a supervisor tomorrow. I told the rep that the only one that could or should have reported the phone as stolen would be me, the owner, and that it has never been stolen and I am trying to sell it to a Verizon customer... who wishes to have the phone/service turned on. The rep kept repeating she couldn't remove the stolen staus without reactivating my old account.

Do you see the picture developing here? BEWARE of Verizon customer service! I heard horror stories and now they are happening to me. Speak up people, don't take any crap any more from any one!

Made a payment arrangement for alltel to take a payment for oct 3rd and the card they had on file was wrong as we had changed our card so i was turned over to their financial dept. to give them my new card number and low and behold did everything even verified the date and got a confirmation number from the customer service rep.then went to do my bank book and what happened they took they payment today when there is not enough in the account to even cover the payment.i called them to make their mistake known and told that it would take up to 15 days for them to investigate and maybe i would get my money and the overdraft fees back if it was their fault, then was told to call my bank and get it stopped through them but my bank said it was made with a debit card so could not be stopped i never authorized the payment just the arrangements for the third so this should be reveresed but i'm getting the run around and in the mean time i do not have any money in my account to buy groceries or have money for my bus fare to get to work until fridays payday when is when they were supoose to take the payment..

We had 2 cellular phones w/ Verizon Wireless. They began calling us frequently to tell us we were due for an upgrade to a new phone since we were out of service within a week or so. Then, a few weeks later after failing on our part to pay our bill on time, they shut off my husband's service. When he called to make a payment and get it re-connected, he was told we'd have to pay a re-connect fee. My husband told the gal that we were no longer in contract with them, and if they were going to charge a re-connect fee, he would switch to AT&T. She put him on hold, then came back said, okay yes you're right so we'll waive the fee for you.

Sometime later, we cancelled service with Verizon and switched to AT&T. We then received a bill for over $300 in 'broken contract' fees. They're saying we were never out of contract with them and now they are harassing us trying to collect this money.

We CAN" be the only people they have done this to and we are mad! I'm wondering if there is a class action suit against Verizon Wireless for these deceptive practices and if so, how can I get involved to go after these ###.

Thank you for any help out there,
Tanya

[protected]@gmail.com

I am a military member that was with Verizon Wireless for a while. I was approved for a military discount when I signed up for service and recieved it for the first 6 months and then it was taken away without notice. When I noticed the mistake, I contacted the customer service and given a fax number that I had to send my earnings statement to and copy of military ID. I did that and was given it back and then it was taken away another 8 months later. Again, I had to verify my information. This happened again 3 more times. The last time it happened was because they resigned me on the wrong account for a person over 60 years old. I am in my 20's. They told me I couldn't get a military discount. My plan was changed immediately when they noticed I wasn't of age for te cell phone plan. I tried to have my discount restored, but constantly given the run around. They would send me to the store and the store will have me contact customer service. It was 2 years and they still refuse to give me a credit for my discount. Because I switched service to another carrier and no longer a customer. ANY FUTURE CUSTOMERS...STAY AWAY!

Terrible terrible terrible! I will never use verizon again! For anything!

I only have two viable options for internet service in my area. The dreaded comcast and verizon dsl (Not fios because it is still not available in my area).

After going through about 6 years of service nightmares, rogue charges, and terrible customer service with comcast, I decided to jump ship and get my internet through verizon. Well I found out that they are in fact worse than comcast.

I will try to keep this as short as possible even thought I could spend hours on this!

Aug 7th - my "service start date", in which I was charged for the service and the one time equipment charge. I plug in my modem I had received in the mail and what do you know? It does not work. I spend 2 hours on the phone with tech support who can't fix my problem. They say they need to send out a technician. I was going on vacation the next day so I needed to reschedule in a weeks time. Mind you they already charged my account.

Aug 17th - I call to schedule my technician. After spending 20 mins getting to a human, I get someone who has no record of my previous call. The insist I need to go through the troubleshooting steps again before scheduling a tech to come out. Mind you, I work in the it department of a large software company. I know my stuff pretty, but he doesn't care and makes me go through all the steps. Finally after an hour and a half he tells me he can schedule a technician. "what 10 hour window would you like sir?", he asks. I tell him no way in hell would I wait for 10 hours that is ridiculous. He tells me they can do 5 hour windows. I accept one for the upcoming wednesday. He tells me 12pm-5pm is the window.

Aug 19th - I take the day off from work to wait for the tech just because I am nervous I will miss them. They never show up. No call, nothing. Just didn't show up. I'm furious now. I call verizon, 30 mins of rerouting. I get tech support who asks me if I want to troubleshoot the modem again. I start getting real mad and ask for a supervisor. I am hung up on!

Aug 24 - I needed to wait a few days before trying again because I felt I would blow a gasket otherwise. I call, have to explain my situation for the fifth time after getting bounced around on the phone for 30 minutes. I get tech support who wants to, yes, you guessed it, troubleshoot my modem again. I tell him no way. I want a technician to come out and that I won't take another weekday off. He tells me they don't do saturdays. I ask for a supervisor. While on hold, they drop the call.

Aug 28 - I decide that i'm done. I have lost a day of work, spent ours on the phone, and for nothing. I will call them and cancel my service. But I know its not over. How could it be with such bad service? In fact decide to roll up the sleeves, get dirty, and record all my calls to verizon.

I do the typical 20 minutes of getting bounced around in the system. Get a hold of a rep and tell them I want out. They tell me the will transfer me to the correct dept. They transfer me to, none other than, tech support who want to troubleshoot. I decide to get some dirt while i'm there and humor them. I spend an hour on the phone and get nothing accomplished before they finally get me to cancellations. I am so mad that he does not even put up a fight. He cancels my account and tells me my money will be refunded in 3 billing cycles or no less than sixty days. Wow. At least i'm out... Or so I thought.

Sept 2 - I get a letter in the mail saying I need to go to a ups and ship the modem back in 30 days or I get charged $100. I immediately call up to tell them I will not return their modem until I get my money. The operator is nervous after I told her I was recording the call and tells me my money will be returned on the 7th of sept.

Sept 7 - no money back into my bank account. I decide to give it a few days.

Sept 14 - still, the money is not returned. Another call, recording again. This time the operators are much more skittish when I tell them they are being recorded. The first says she isn't comfortable with it, and I tell her to give me someone that is. I get another person and ask for a supervisor and, no lie, I have the audio to back it up, he tells me there are no supervisors that work on mondays. He is somewhat polite and transfers me to "financial services". The operator picks up, I tell him hes being recorded. And he tells me he won't authorize that and hangs up. This happens two more times. I just want my money back here people!

Today - this situation has me so angry that I want to do what I can to expose just how bad verizon is as well as the fact that they, and comcast are my only options for internet service, and both are terrible. I will keep calling verizon, recording how awful they are and post files on whatever sites I can. Perhaps i'll create a blog dedicated to it. Either way, people need to not only read but hear just hiw bad verizon is. I wasted time (Hours on the phone with tech support) and money (Time off from work), and for what? I never even received service from the! Something is wrong with this! We need to make a stand against these large telecom companies!

Verizon: worst customer service I have experienced in my life by far!

If you feel the same as me and want to support this cause feel free to get in touch with me to collaborate in any way you like. Or if you would like copies of my audio calls I would love to get them out to the world!

~matty stevenson
[protected]@gmail.com
617.942.1386 - my google voice number - yes google voice allows me to give out my number to anyone without fear.

When a salesman for Verizon FiOS stopped by on June 9 I asked about the FiOS Motorola DVR HD recording capacity which is about 18 hours using a small internal hard drive and when an external hard drive could be added. He told me they were working on the software and it would be available in one month so I subscribed. But here it is near the middle of September and the DVR still will not support an external hard drive to increase capacity. Tech support yesterday told me it was a copy write issue but Time Warner, Comcast, TiVO, and other companies have solved that problem and support an external drive to increase recording time.

My advice is either get your cable service from other than Verizon or do NOT buy their DVR and get a TiVO instead. I would switch but signed a two year contract based on the salesman's assurance that an external drive would be supported by August.

Bob

I think you will agree that I have more than tried to resolve my issues with Verizon but they have repeatedly ignored multiple requests via phone, email and text to resolve my issues. I have dates, names emails and texts to back up everything I'm going to say, I am confident you will be shocked by the gross incompetence and complete disregard for the customer at Verizon Fios. On 8/31 my router went down after almost 4 months of flawless service. I called support; they remotely tested the router and determined the wireless signal was no longer broadcasting. They said they would overnight a new one via UPS. After waiting five days and still no router I called Verizon on 9/4 and spoke to Heidi at 536pm. She told me that the router had been sent and was signed for and they could not send me another. I had to check with UPS to discover the router was listed as delivered and was NOT signed for by me. I called Verizon back and after fighting with Matt, being transferred to encore dept [protected] and finally speaking with Monica who had to spend 20 minutes fighting with the 'repair rep' I made them understand that I've had no network for 5 days and will drop Verizon service ASAP if they don't get me a router. So then I get put on the phone with Chad from the 'repair dept' who dispatches a home tech for the next day. San Torres shows up, puts in the new router and leaves. After a day everything went down again, I spend days on the phone with numerous support personnel and no one can resolve the issue. Flash ahead to 9/12 I call Verizon for the 35th time and speak to Katie she dispatches a home tech for 9/13 btwn 8am-12noon, he never shows. At 1245 I leave my home and the building concierge calls me at 145pm when he finally showed up. I call Verizon again and speak to Steve at 2pm that same day, Steve sets up a home tech for 430-5pm and this guy shows up at 230pm! His id# DOIFAS01 the same guy from the missed appointment earlier shows at the wrong time again! Then he closes the ticket and reports the problem was resolved. I call again and speak to Aaron in the 'escalation dept' he tries to reach Verizon dispatch and no one bothers to pick up the phone! I call Verizon again and speak to Linda, she sends a home tech out on 9/14, he works for 3-4 hours tries a bunch of stuff and we get the service restored for about an hour and then everything goes down again. I called again and again they send another guy out this morning about 10am, he tells me the 'ONT' unit needs to be switched out but then discovers he forgot his key that he needs to get into the box and fix it. He takes my phone number and asks how long I'll be able to wait for him. I take the day off and this imbecile never comes back! Never calls! He left the box wide open and just never came back I call again, now I've had enough. I speak to Frank in billing and ask to be compensated for the lost weeks of service, lost hours and days and time off work, etc. Frank transfers me to Ms. Sharp in the 'customer retention' dept who transfers me back to the Fios tech support! The people who can't even show up for an appointment and leave my home in the middle of a service call never to return! I speak to Gary who seems to be the only intelligent person working at Verizon. He agrees I need to get back to 'customer retention' and demand a supervisor. Gary transfers me back to 'retention' I speak to Mr Gillan who informs me supervisors are currently to busy to speak to me but takes my phone number and promises a supervisor will call back in 30 minutes. No calls of course! I have never experienced such gross and total incompetence, such malicious disregard and total lack of consideration for a paying customer! Where do you turn when faced with a completely failed and dysfunctional corporate culture like Verizon! I expect to be compensated for lost service, time and aggravation. No one should have to go through this nightmare in this day and age, it is inexcusable.

Verizon DSL : Service to my area is very poor, lines are old and out dated and exposed to the weather. Lose internet connections all the time. It goes out for hours on end. Have called Verizon so many times. Have to go through 20 minutes with a computer to finally get a human, and then you get a human that doesn't speak english or has no idea what you are talking about. You try to explain your problem and they tell you to unplug your phone line. (which in turn disconnects your call) and then you get to try it all again. When you finally do get through to someone they are reading a check list off of a computer to you and they keep telling you to turn the modem on and off and tell them when you get a signal. They don't want to hear that you've tried all of that, that you have all the filters in place that you've had this service for 2 year or better and you know what you're doing with the computer. It takes forever to get them to send you a tech and when they finally do that the tech has no idea what he's doing or whats even wrong. He goes up on the pole moves a few wires and tells you he fixed the problem. Only to have the service go out again 4 hours later. I called again did everything they said again, they told me they would have someone call me today to set up an appointment for a new tech. Guess what no call...no tech...and for the moment I have internet connection. But seriously Verizon your customer service is terrible your product is terrible and your lines are terrible. I don't want to wait for FIOS to come to my area. I want DSL and I want you to fix the lines like you are supposed to. Stop being lazy and do the job right!

I purchased an expensive cellphone on 9/1/09. The sales person at this store sold me insurance on the phone. The phone was stolen on 9/12/09. I tried to file a claim but the store clerk told me the insurance was on "another number". I said I insured the phone, not the number. But Verizon puts insurance on a phone number, not a phone, but they didn't tell me that and even so, it's tricky and deceitful behaviour. Furthermore they refused to correct the mistake and put the insurance on the correct number and wanted to charge me for a new phone! I cancelled service and now they want to charge early termination fees. It's insult and then injury and not even a sincere apology. I think this behaviour is illegal or certainly should be. I wasn't asked to insure a phone line, I was asked to insure a phone and that is what I thought I was getting. I was lied to, tricked and then scammed.

When Verizon FiOS came to our area, we received in the mail an offer to get a free Compaq netbook or free camcorder if we signed up for the bundled package with phone, internet and TV. We chose the offer for the Compaq netbook and we were to receive a $299 redeemable coupon after 60 days of service. The offer paper says "available to residential customers new to Internet and TV" . We switched from Hughes network internet and DirectTV to the bundled plan.

We the coupon came in the mail, it was for $99 Compaq netbook after a $200 redeemable coupon. Classic BAIT & SWITCH. When I called customer service they had to transfer me to Promotions. When I spoke to Promotions, they said because I had Verizon phone service, I only qualified for a $200 coupon. The sales rep said nothing about a different coupon offer when we sign up nor does the paper offer say "new phone service" or "new residential customers". I even asked the sales rep about the free Compaq offer and he explained we would get the $299 coupon after 60 days. Promotions said they couldn't change the coupon and transferred me to the Escalation Department.

The Escalation Department is the guard dog for Verizon and have absolutely no interest in helping to resolve your issues. I was told to fax the copy of the offer and that I would be contacted in 1 business day. Of course that didn't happen. I'm going to call Verizon everyday and file complaints until they get tired of hearing from me and send my $299 coupon.

A Verizon sales representative came to my house to introduce me to their current promotion "Get three services for the price of two" all for the price of $79.99/month. I asked her what i hv to pay for installation and activation, she told me they are all free. with her assurance i signed the application form. the technicians came in to install the cable, phone and internet. To my surprise, after evrything has been done i was told i will be charged for the telephone outlet that was installed. I told them there was nothing like that on my application form. Immediately i called the sales rep. who assured me that she will call the office to wave the charge.my bill was not sent out to me until i called and found out that i hv been billed the sum of $298.66. I called the office to complain and i was told that the sales representative did not know that there was no telephone oulet in my apartment, therefore i hv to be charged. i hv been calling and at one time i was asked to fax the copy of my application if it contains anything like phone jack installation, which i did send it to them and nothing has been heard from them since. the sales representative has stopped picking my calls. If pfizer can be forced to cough out over $2, 000, 000 for false marketing claims i think Verizon will be the next on the list.

I bought a Prepaid cell phone from Verizon Wireless, I went with the 25 cents a minute plan and had $100 of minutes put on it.
Day 1, I received 2 Text messages from Verizon.
Day 2, I received 2 Text messages from Verizon.
Day 3, I was woke up out of bed with the phone ringing, it was Verizon with a recorded message on their latest deal in adding minutes.

I called their store that I bought it from on at 951 Jefferson Rd, Rochester, and was told they didn't know anything about it and they would have to transfer the call, I them had to press 4 press4 and found out I wasn't going to be able to actually talk to someone.
So, I hung up and called back the store, this time the same girl seemed angry at me, like I shouldn't be bothering her, I then told her I would have to return the phone, she then put me on hold and I waited 5 minutes with no-one picking it back up.
I then found a couple of phone number for Verizon on the internet and called them, one was just one of those numbers that have you pressing button for several minute and not being able to talk to anyone. But on the other I finally get to talk to someone, after giving all my information and explaining my problem, the guy told my that Verizon has been having a problem in New York with Verizon calling with recorded messages even at 3am to many Verizon customers.
I explain I had 2 problems, 1) I don't want telemarketing calls from Verizon on my Verizon phone and 2) I should still have $100 on the phone, but because of this I now only have $97. on the phone as I haven't even used it yet except for trying to solve this problem.
After talking this person, I have no idea if the calls and text messages from Verizon will ever stop, but I do know that I will NOT be credited for the $3. that Verizon used on my account.

Verizon wireless is allowing companies to send unauthorized test to my phone, and verizon is charging me 9.99 for each one. Verizon says that I need to call the companies. When I have called they are bogus. The fact is that my payment is going to verizon, not these companies that they speak of. It is considered "premium test messaging" which I never signed up for, so I should not even be allowed to recieve these text. Who do you contact?

I have purchsed the $30 car charger from Verizon Wireless with all my new phones because I though they were better quality than the ones you can get from ebay for $5.00. Well my Verizon charger almost caugh my car on fire. I was at the gas station and when I got back in my car I saw somethig smoldering between the seats. It turned out to be my cell phone charger it had short circuited and smoke was coming from it. I took it back to Verizon store in Columbia, MD and they said it was out of warranty so they wouldn't replace it but they would give me 20% discount off a brand new one. Yeah right ebay purchase for $5 on the next one.

When my husband was stationed at a new post we did not have Verizon coverage there and had to switch carriers. I paid my Verizon bill off in June 2008. Since then they have sent my claim to TWO different collection agencies. I have a copy of the check that Verizon deposited and I faxed as well as sent it to the first collection agency. Now a second collection agency is contacting me and Verizon refuses to talk to me until the balance is paid. IT HAS BEEN PAID SINCE JUNE 2008!

I have emailed customer service and requested the phone number to a supervisor. If I do not get that then I will start contacting their corporate office as well as BBB. They have put a huge black mark on my credit report and is drastically lowered my score. I am completely dissatisfied and will NEVER recommend that ANYONE use their services for ANYTHING.

I over payed an old Verizon account $300 way back in April. I cannot seem to get anyone to cooperate with me with getting my money back. The last time I called I was assured it was taken care of and even got a confirmation number. When I still didn't get my refund I gave them the confirmation number they didn't have it on file! They keep telling me they "can't find an account under that account number" but I keep getting the statements in the mail showing me my credit due!

How can a company not be able to pull up someone's account by the account number or invoice number? How can they give a confirmation number that is not legitimate? What do they think I'm going to do? Give up on getting my $300. I don't think so. $300 is still a lot of money to me. I'm not going to go away. I want my [protected]@cking money!

I hate the verizon network comemricial where it is all people yelling to each other becuase their network is slow ("ben thanks for the flowers I thought you hated me lol") it is so annoying and stupid and irritatitng. I turn it off every time it comes on the radio. if it is this annoying to have me "yelling" in a message can you imagine how annoying it is to hear it on the radio every 15 minutes? it is the worst. commercial. ever! people do not like to hear other people yelling. it puts them on the defensive. if you have any brains at all you will stop running that horrible commercial!

Verizon has added other providers /third party to our bills. We did not authorize these charges and Verizon will not remove them. We are billing billed by the following companies on our verizon bills:
1. Rocket Communications/Enhanced Services - Charged us 12.95 per month since Dec 23, 2008. The number is [protected]

2. ILD/P.B.A Voicemail Services - Charged us 12.95 per month since March 17, 2008.

They don't want to refund us a full credit of our money. Plus Verizon has some sort of relationship with these comapnies. Why did they hide it on our bills.

Thanks,
David Codner

I was traveling to the Dominican Republic on business recently. Before leaving I accessed the Verizon Wireless website to inquire about roaming charges. I did a search within their website and a news page came up explaining that I could dial *228 to update my preferred roaming list. I would then pay 69 cents a minute. When my bill came, I was charged $1.99 a minute. For 59 minutes used, it was a $76.70 overcharge. I got nowhere with customer service. I kept asking the representative to access the page I was referencing, but he kept telling me that elsewhere on the site, I could see the $1.99 a minute price. I tried to explain that it is not my job to remove incorrect information from their website. I asked to speak to a supervisor but was told that a supervisor would tell me the same thing. I asked that he have a supervisor call me anyway but as you would expect it never happened. By the way, I was a loyal 8 year customer with 5 phones and a data card paying over $300 a month. I have since moved my main business phone to ATT. I will move the other phones as the contracts end. They happily lost thousnads in potential dollars for $76. Total incompetent fools. They do have better coverage in my area though.