Verizon
Reviews and Complaints

I was told I would get $400 credit for my trade in. I was so excited at the time. so i changed my phone service. One year later I saw that they olny gave me $35 dollars credit for my trade in. I have made many attempts to get this fixed. Worse servie ever. I will never recommend Verizon to anyone. I tell everyone that Verizon is a bad company. To go with Att or Sprint. I am tired of talking to verizon customer service. I wish i would have never switched my phone service

Back in July I tried the 20 day free trial and it continued dropping out so I returned the unit ($212) to a store registered to receive within 10 days. I have been harassed daily via phone, email and txt. I've spent many, many hours, no exaggeration, trying to right this issue. The number of people I spoke with I can't even tell you but every time I was told it's in the notes and it has been resolved only to receive communications the following day with the same harrasment. On 1/26/23 I received a notice from CBE debt collectors. I reached out to them and they accessed your notes stating that the first note in early July said "this product has been received." That was only the first note. Along the whole way nobody actually fixed the issue. CBE was baffled and called this laziness on Verizon's part and there is no excuse. They told me not to worry and they will handle it. Being my credit is near perfect I don't want to hear from debt collectors. Speaking with my attorney I was told this is pure harrasment and unacceptable. My phone number with Verizon is [protected]. Terrance Cummings 144 East Ave apt 101B, Norwalk CT.

In late July I called Verizon to make certain that if I left on what day would that need to be whereby I would not owe any money nor would need or expect [if they did] a reimbursement; thus, no overpayment. I made two calls to two representatives to make sure I heard correctly, and that the representative was correct. They assured me if I left on or before August 9, 2022, the way they stated the billing cycle was structured, I would have fulfilled my obligation as that was around the rollover date. I did as he stated, and shockingly I started getting emails stating I owed for August but apparently Verizon wanted me to pay for the entire month of August.

Purchased an Arlo Go 2 camera with Verizon Wireless service on 11/26/21. Product did not work, and was returned within 1 month, as I was not able to get mobile service in the area, despite what the Verizon coverage map showed. The return was accepted on 12/12/21.

Verizon billed me for the service. I called their collections department, waited on hold for almost an hour, explained that I never received any service, and was told that my balance was $0.

About 1 month later, I received another bill from Verizon. After calling multiple times, being hung up on, redirected to non-working numbers, etc. I finally reached someone else in collections. After explaining again, I was told that I was "all set" and didn't owe anything.

A few months later I started getting bills from Collection agencies for the amount that Verizon Wireless told me I no longer owed.

A few weeks ago I moved my cell phone number and service from Verizon to "Total by Verizon" to save several hundred dollars per year.

It has been nothing but problems from day one. First they billed my VISA card twice one charge of $33.59 on 1/17/2023 and a second charge of $30.92 on 1/19/2023.

Next when I signed up and logged into my account it only showed one charge. When I went to edit my account information it said no account.

This morning my cell phone did not work so I called and was told Total was upgrading their equipment and my SIM was no longer valid. Never received any advanced warning my cell phone service was not available for 5 to 7 days. They would have to send me a new SIM which would arrive in 5 to 7 days.

Today I wanted to move my number and service back to Verizon and found out Total has a 60 day no cancellation policy. They accomplish this is by locking your phone.

I had Total Wireless phone service since 2016. I've traveled for work everywhere from Alaska to Maine and everything in between with not one problem. Verizon bought out Total Wireless and rebranded it Total Verizon in Sept 2022. Since the takeover my service has drastically reduced in quality. I am a medical traveler. Reliable phone service is a requirement. I'm currently working in an area where my phone gets 4-5 bars but my phone will not make or receive calls. I spent 3 days trying to work with Total Verizon online to fix my service, they c/wouldn't help. I went to the nearest Verizon store, an hour and 15 mins from my location and purchased a new "actual" Verizon account. Got back to my work location, still no phone service despite showing 5 bars. My co-workers have Verizon with few problems but they all have new iphones. I have a Samsung Galaxy. A customer should not have to shell out $1000+ for a phone because of monopolizing companies finding more ways to line their pockets. How did a budget company have great coverage and service but a huge company like Verizon can't? For the record, I switched from Verizon to Total Wireless back in 2016 because of the poor quality of Verizon's service. Now I'm involuntarily back again and they have the exact same issues almost 10 years down the road. I'm dead in the water until my current work contract ends in February. I am unable to make or receive calls to set up my next work contract. So I'm losing business opportunity over this as well.

I have spent the last 47 minutes waiting on the phone, being transferred from one person to the next trying to get a business account setup. I was told by all people before the last there is no phone number for verizon business. I run a business and have for over 30 years but i have never met a less professional business than what verizon offers, no one has any info, knows anything or that can answer your questions in a timely manner. I am truly doubting my decision to start a business account. Verizon makes the government look like a well run organization.

Verizon no longer has live customer service agents or it is impossible to reach one. The A.I. program that answers when you call hangs up on you when you keep asking to speak to an agent. It hangs up all the time after saying 'I am sorry you are having trouble'. The A.I. mechanism sends you a link to download to chat with an agent and then hangs up. It hangs up and the link that is sent to me doesn't download, so I'm left out in the cold. Their system won't allow me to set up an account on line. I do see a place on the App to change credit card information. Therefore, I have NO WAY to contact them. When my credit card expired and I couldn't reach anyone to give my new credit card information, my payment was considered late and Verizon cut off my phone service! This hurt my business. This is totally despicable! This company should be heavily fined and sued. Anna Nordin [protected]. [protected]@gmail.com

We purchased our phones at the Hueytown store- we were misled from the beginning.We were told our first bill would be higher but after that it would be around. 240-269 with insurance. We went to the location several times to try and get our bill straightened out but we still had to pay higher the amount than the original bill. I also had to spend hours on the phone trying to get both phones voicemail set up because it never was done. The [protected] which is my husbands got his voicemail set up. However I work for physicians that have to reach me anytime and if I cannot get to my phone they cannot leave me a message on my phone, [protected]. We also will have 1 month that is the amount of the bill is correct and then after that it continue to go up to the 300 plus amount.

ordered a samsung galaxy S22 ultra. I was mailed a defective phone; The customer service lady had me do a bunch of stuff to the phone. she determined it was faulty. Promised a replacement phone the next day. 8 days layer and another customer service person; and i still don't have a phone. i am sure that you will bill me for the time I was and still am without a phone. I hope I dont get a refurbishesd phone; because I did not order that.

I have been having internet connection problems for over 2 years but had remain patience we were dealing with COVID and more people working at home, which would have an affect on internet service. I called in November and/or December 2022 about my internet service, constantly losing connection and we having to rebooth often. At first I was told there was a connection problem and it would be escalated to another department for resolution and I was given a ticket number to check on status of the resolution. Called after a few weeks or so as I didn't notice the service was any better. Verizon staff looked into the ticket number said it had been resolved but I explain I was still having problems... after "claiming" to run test. I was told my router was outdated and that was causing the problem and I need to get a new router. I stated that I have replaced this Verizon router at least 3 times and each replacement became a cost to me of $99.99. So I replace my router, that looks like a previous model I had, that needed replacement because it was outdated. Not even a week after putting up the new router did the problems being again, to me even worst than before, as we are losing internet connection more often and randomly. So forget trying to enjoy a Netflix movie while alone at home because in the midst of watching the service would just disconnect. So I call back and taken through the "testing" and etc. and my problem was high usage for the megabytes I have. My disagreement with what was being told, is I have had the same megabytes (please note I have the highest megabytes for the area I live in) and devices (Desktop computer, SmartTV and cell phones) since I had internet service and this has only become a problem in the last few years, also I'm experiencing the same problems with the internet when I'm home alone. However, when I challenged what was being told to me verse my experience, it was like talking to a recording that just keep repeating itself. So what is a customer suppose to do, when your not being heard and being provided a solution but file a complaint.

My phone service was deactivated and two days later, I called to reactivate it on a plan for 2 lines for $60 which I buy for my son and myself every month.

Not only did I have to call numerous times and have the phone line dropped, but also in calling over and over again, deal with people who seemed to have a condescending attitude. I feel that I am a patient person. I have eight wonderful children. I understand that the person with whom I'm speaking is not at fault at all. Rather, I assumed that the person that I was speaking with could read my account and when she asked me if I wanted the same plan that I used last month in December, I agreed.

It took me 4-5 restarts of my phone to get it to work and I thanked her and hung up. It was the weekend. I did not realize that my son's phone was not reactivated until the next day, but it was the weekend.

I have called for two days straight. After the call back (call #3) they disconnected my LTE calls, and denied that I had made a payment on the 7th of January, which was contrary to my bank balance. The fourth person I spoke to told me that my son's phone was not active and that I did not make a payment. Then he said, 'Did you want to say something?"I did not think I heard him right and asked him to repeat it, and he did. It was an odd remark, in my opinion. I responded with courtesy and told him that I will call my ban ki and cancel the transaction. I found out from the bank today that they cannot do that because it was already processed and paid. So they told me I'd have to call back &"battle with the company".

I called and was directed to a supervisor or manager named Lord and after one minute, the phone call (611 on my son's phone since mine was deactivated) was dropped. I called back and a lady researched and said that my account was fine and that I had paid for a $60 single line plan. I told her that I understood because the person with whom I puke with had given me this info. She repeated it twice more for some reason as though I did not understand her words, I told her that I did not want to waste her time and that I had to go and pick up one of my children from school and she offered to call back in 15 min, but I reminded her that my LTE calls were deactivated and that my son's phone was not active.

I sat in my car and tried texting for help but got a vague run around without any help for my unique situation.

After several more calls where a rep told me that I could not get a refund and a dropped call with Eduardo, a supervisor, I was directed to a lady supervisor who let me know that I could not get a refund because I have used the data (my Wi-Fi was not working-I had to use the data instead). An additional service for my son's phone will be $30. I did not know of the price increase or that this would be such a hassle to deal with. I will be writing more reviews of their terrible service and the inability to be flexible and since it is a corporation, one knows that it usually boils down to administration approval. There was none. No compassion or sense of care. I even heard one women talking as I was on"hold" saying that she did not care and referring to my case and then speaking another language which I did not recognize.

I will be looking for plans at other companies. Nevertheless, Even if Verizon is such a behemoth corporation, they will not last long if another more just company serves its people with more kindness in addition to quality services.

On January 3, 2023 two of the 3 telephone lines I purchase from Verizon stopped being able to make calls even though Verizon technical support says that both phones for those lines should work fine with the recent changes in Verizon's network. I have communicated with Verizon on this issure and they have not been able to fix the problem. Both phone lines can text, but incoming and outgoing calls are not working. Since Verizon can't figure out why the lines are not working, they try to encourage the purchase of a more expensive phone. My complaint is that our Galaxy S5 and Galaxy S7 phones were supposed to be compatable with Verizon dropping 3G because they are 4G. I have been a Verizon customer for more than ten years, and was led to expect that our phones would continue to function as usual. Now that Verizon is singing a different tune, I think they should provide a 4G phone that will work. After all, we don't even have 5G in our rural area. At the least they should provide an accurate list of 4 G phones that will work now that they have changed things.

this is by far the worst customer service i have ever experienced. i ordered cameras and tracking devices on 12/19/22 i received such devices on 12/28/2022. proceeded to get them professional installed via recommended by verizon connect with best buy geek sqaud. on 1/02/2023 had such devices installed and paid 189.00 to find out that the cameras do not work and will not connect to verizons platform. spent a total of 6 hours and three days trying to get replacement parts and appointments made for there provider to come out and reinstall and troubleshoot the issue. called to confirm appointment and there was no such appointment made but one replacement part was sent. spent another 3 hours today to get things resolved got disconnected 3 times and still have to re submitt new ticket for them to come out. this has cost my company money to sit without ELD and cameras Verizon connect needs to get there company in order because they are on the verge of loosing a customer.

I have power of attorney for my parents. Dad is 80 and Mom 78 with Dementia. They lived in Orangeville PA. (rural area and 6-10 hrs from family)

In Feb of 2022 my father fell and broke his femur bone. He was in rehab through April of 2022 then relocated to Virginia to a senior gated community to be by family to help care for them and be close to the Veteran's hospital for his care and medical facilities for mom.

While by dad was in rehab and we prepared for the move I began to close all the accounts for his residence in Orangeville PA. Verizon was one of the accounts. I sent in my POA, as with the other creditor, to be able to contact Verizon in my dad's behalf.

They requested a Pin number to access the account. The Pin number I located in my dad's record's, did not match what Verizon had. I responded that I could give them other information to verify this was my dad's account such as-date of birth, all or part of SS#. Verizon would not accept.

Next step I had my dad call from rehab as the account owner. Same response. Without the PIN # they would not access or close the account.

We requested to speak to mangers and received the same answer.

I continue receiving invoices and I keep sending them a letter that the account is closed.

I have sent letters to the billing correspondence address as well as the address invoice payments are sent to.

I was recently forced to purchase a new 'router' device from Verizon because they claimed that their new technology would not support the old router I have owned for years. I wasn't going to even unpackage the new device until I had a problem and was forced to start using it on January 2. After a call to them, I got it to work but since then it has been nothing but slow and won't let me watch a single video without stopping. I get messages that state that my 'bandwidth' isn't good enough. I was having no problems before they forced me to buy this new device for over $350. I have been a Verizon customer for about 14 years and they sold me on 5G around 7 or 8 years ago that wasn't even available where I live. It is very difficult to get a human being to speak to when calling their number and when you do finally get one, they are plainly brainwashed to spout the Verizon company line of [censored]. Verizon is in my opinion a criminal organization intent on taking as much money as they can get out of no less than myself. I believe that they are increasing my bill by around $20 a month for this horrible service.

Have been a customer for many years. Now I wish to change cell provider and I need a Transfer Pin. on January 4, 2023 I was told to text "NTP" to 611611, no response. Called customer service they finally reported that in fact 611611 was not functioning! Then I was promised by customer service that a text would be sent with the PIN and also an email would be generated. Neither has occurred.

Now January 5, 2023, customer service again tells me to text NTP to 611611. Again nothing happens...no PIN generated. Then I was told that by customer service rep #517460 (Christine) that my recent attempts to use 611611 has resulted in my locking the 611611 function and that I must wait 24 hours for it to clear! (Honestly, that is what she said!).

When I asked to speak with a superior she said that was not possible.

I simply want the TRANSFER PIN...please!

Your fraud system is good. But follow up is HORRIBLE! YES HORRIBLE!

My account had 3 single purchases made to it beginning of December 2022.

I was contacted and fraud was stopped. Pending purchase was to be lifted.

NO! It was not.

I have been at my Verizon store 4 times totaling about 20 hours. No satisfaction.

Manager calls support. They transfer. They transfer. They transfer. Then left on hold.

Now I call and it just rings.

Today is the last day of the buy more program.

WHAT ARE YOU DOING TO ME? I have been a customer for about 20 years.

So, by your records fraud purchase has been removed. Try to place an order and it will not let you because purchase pending. Very Very MAD

Elia H Doberstein [protected]

To Whom It May Concern;

On the afternoon of November 30th, 2022, I went to what I thought was a real Verizon store at 2699 North Forest Ridge Blvd, in Hernando, Florida 34442. Their phone number is [protected]. To my surprise, they sell Verizon items, because they are authorized retailers. So don’t be fooled.

I was greeted and assisted by Nicole. We reviewed the different products, as I was going to be a new Verizon user. I had been to T-Mobile and never had an issue, but unfortunately due to my relocation, Verizon is the only provider that works in that area.

Facts:

1. I worked with a young lady, named Nicole. I made one phone call to my friend, Craig to help me with some initial phone choices.

2. I was going to be a new customer with the opportunity for free (not so free) equipment.

3. Chose Google Pixel 6, Samsung T227 Galaxy Tab A7 Lite, and Google Pixel Watch.

4. I was told there was a restocking fee of $50 if I did a return.

5. I switched the T-Mobile number that I had for years to Verizon

6. I did not know I was going to be charged for three lines, each device having its own. This was not discussed. To my surprise, this is what happened with a charge of over $277 for phone line services. Second surprise.

7. I went to Verizon in Hernando on Saturday and I was told that the exchange could not happen due to computer issues, it would be two or three hours. I went to the store with my two friends, Craig and Jessica. Craig asked the Sales Rep about earbuds and the rep was able to look them up. He also said that the folks that were sitting and waiting were waiting on their phones. I should come back and see Nicole on Monday. Seems like if there were computer concerns, everyone would have to come back. He told me to just see Nicole. I should have been assisted. It felt like I was being brushed off by someone else. Very sad, as I am disabled and it takes a lot for me to walk into the store.

8. When I returned the devices on Monday, there was a $50 charge but not for everything…$50 for each device. This was a surprise to me. Nicole came over to another salesperson, who was working with me (and I brought my friend, Jessica again) said to do the return, and walked away. She was not nearly as nice since I was returning everything I had purchased. She was very nice to me upon the purchase and I even said that to her supervisor. Sad, now that I am no longer a customer, to be snubbed. That same supervisor came over to the desk, where I was being helped by, I believe Michael. I can’t say for sure, because my refund paper works says, Nicole and Henry. He spoke to my friend, Craig who was trying to explain that I had no clue about three restock charges. Henry said that this is policy.

9. I purchased a charger, screen protector, and case. I was able to return the case but had to eat the cost of everything else. Apparently, you cannot credit or return accessories. I did not know this. Not never had an issue with T-Mobile.

10. After sitting for what seemed like hours, I had to pay money to upload the information from my Verizon phone back onto my T-Mobile phone.

11. I have to remark, the sales clerk even had trouble getting a hold of a Verizon customer service rep on the phone. After all of this was completed. We left

12. I called Verizon and spoke to Lisa, who was very concerned about how I was treated as a customer, especially since I am disabled and it is very difficult to sit or stand in one place for very long. She said she would get me a refund and have me put back to New Customer Status. We would discuss sending me a phone and I would be reimbursed my money. The only thing I had to do is turn around and drive back to the store and make sure that the equipment was listed as returned. She could not help me with the three phone numbers still being active. This was supposed to have been done in the store. So, once again, I am back at the Verizon store. The same gentleman assisted me and my friend, Jessica. He said it was taken care of on his end and documented that Lisa did not see it obviously. He called Verizon. While we were sitting in front of him, the Verizon phone rep, put our salesman on hold, then another person got on the line. Our salesman started talking to him and the gentleman on the phone RUDELY suggested that our sales rep was racist. This is happening in front of us, the customer. Michael (I believe that was his name) was very professional. Told him he was going to hang up, get a different rep and report this. They exchanged words and Michael hung up. Our salesman was wonderful and professional. He apologized for the phone rep's behavior in front of us. Appalling. Lisa (Verizon Rep) did call on my friend, phone since I didn’t have a phone at this point.

13. I was there till 5:30 pm now and left to go home. I arrived home at 6 pm, in the dark, when I have issues driving, of course, this was very bothersome. All this time was spent trying to just get a return and a new phone. Never in my wildest dreams did I expect to spend six hours total at this store. So, now I am home and getting T-Mobile on the phone. I had to use my friend, Jessica’s phone because I clearly needed to get my service back and I can’t be without a phone due to my disability. (She lost work pay by staying with me)

14. T-Mobile was incredible. The problem was, I was never given a transfer pin. So, I called Verizon and my T-Mobile rep was going to call me back in twenty minutes. It took longer, but I did finally get a PIN. I gave it to my T-Mobile rep, but it was wrong. Another T-Mobile person was patched in to help. I called Verizon back and I had to have T-Mobile Rep, now Ann on the phone. The rep from Verizon did not understand, I could not get anything texted to me for verification, because I didn’t have a cell phone. I explained this several times. I kept asking for a supervisor.

15. Note to all, I must have asked for a supervisor on every call and no one was available, ever!

16. Now, back and forth with Verizon to verify me, finally happened, but not without tears from me and my friend calming my nerves down. I was never treated so poorly in my life. I tried to explain I needed my phone back on tonight. My friend missed work due to this situation, because she could not leave me without a phone to make these calls to Verizon, which should have been taken care of when I left the store to give to T-Mobile.

17. Finally, and thank God for T-Mobile, I was able to get my old number back. But they said they would have given me a temp number due to the fact I have physical limitations and really needed to be safe, I needed a working phone.

18. Exhausted and in pain from what I was put through, I decided to wait till the morning to speak to someone about finding this “LISA” to get me reimbursed and talk to me about the treatment that I received. She was appalled. She said this is not how Verizon handles business. Apparently, Lisa was wrong, because it was the worst customer service e I have ever experienced.

19. Today, December 6th, 2022…I made many attempts to call Verizon to have someone assist me with this issue. Never a supervisor is available. I was told to write Verizon. It talks about three to five days for even a response. I took the address, just Verizon, PO Box 408, Newark, New Jersey, 07101. They will be getting this letter.

20. I was told that Lisa was being asked to call me. It is 6:40 pm and no call from Verizon. I will be going to Verizon in Brooksville on Friday to see if someone can help me face-to-face.

21. Money lost, treated so poorly, and taking forever to get anyone to answer the phone at Verizon. No customer service.

22. So, here I sit, back with T-Mobile, but I am moving on Monday to an area where the only cell service that really works there is Verizon. I cannot afford to not be a new customer, as their plans and phones seem to be the most expensive out.

23. I will be going to my bank to dispute the charges. It is so sad this experience has left me wishing I have to be with Verizon. I wonder if others are having issues.

In closing, I wanted to be very clear about why I am so unhappy with the product and with the lack of customer service, I received. The staff knew I was struggling in the store, due to my physical changes. I explained that same scenario over the phone, but no one cared. It just seemed scripted. Very sad. I have tried to do this complaint by the protocol, and chain of command and I have hit a brick wall. No one cares. I have tried to be polite. I did cry on the phone because I am out a lot of money and I don’t have a phone. I understand policy and procedure, I worked in administration for a large portion of my career in healthcare. I will be complaining to the Better Business Bureau. I will be going on social media to let others know about my experience, so they don’t have to go through this. If you don’t have to use Verizon, I would stay away. My own personal experience. I will be contacting a consumer protection agency to see if they can investigate this situation.

I am sure there are people out there that enjoy this service. I wanted to be one of those customers, but sadly, that did not happen. So, I am in a situation where I am moving on Monday to a place where I can’t get phone service, I am disabled, so this should be interesting. If anyone has any ideas, I would love to hear them. Please send me a message on Facebook or Instagram.

Anna Milsilvio or Annawrites11114. Those are the names I use for my social media forum.

PS the reason why I returned the Google Pixel-worst phone I ever used. The sound, picture taking and when I would speak with anyone face to face, the picture was awful.

Update: December 8, 2022-I called Verizon again, in an attempt to get this situation resolved. I spoke with a wonderful representative, Keon, who worked with me for over an hour. I could not get a supervisor no matter how much I tried. Keon spoke to a supervisor and we went back and forth on trying to get me my funds back. It was only when I said I was going on social media and contacting the news station that there was any attempt to rectify this issue. I was told I would get a refund, that this is not how Verizon treats their customers. They would refund me in 30 days. This was unacceptable. The best they could do when I told them no, I want my money now, is that the refund will be in five to seven business days. It will be put back in my bank account. I still was not able to talk to the supervisor who approved it, but they would refund me. So, we will see in five to seven days if all my money is returned. I was also told that no one deactivated the phone line to the tablet and I was still being charged. Keon fixed that and was going to have the total bill wiped out. I was told three times this was taken care of and it was not. I am so disappointed in the whole situation and the treatment I received. I am still going to post this all over social media. I will update you if I actually get a refund. Sad, they were all eager to take my money, but when I need assistance to correct all of this, no supervisors, long waits on the phone, and when they say something is taken care of, it was not. I got a call yesterday, to say I was delinquent in my payment, the payment that was taken care of by the Verizon reps. Sad.

It is now January 4th, 2023 and I still did not get my reimbursement. I have been lied to, brushed off, and treated as if this doesn't matter. I was told I was going to get a direct deposit, then a check mailed to me and then it wasn't submitted and then I was told it would be five days and I would get my refund and then I called back and was on the phone for over an hour and forty minutes and I was promised I would get a check in three days. Nothing.

Are you people really this heartless? Today, my Straight Talk service (phone & text) stopped UNEXPECTEDLY, WITHOUT NOTICE NOR EXPLANATION! Which, is even more reprehensible given that it's winter in Iowa & without a working phone/service, many are, indeed, risking life & death should their car get stuck or some other problem arise that they should need help! Not to mention, those, like myself, who take care of a parent which, likewise, puts her life in serious jeopardy as well should there be a health emergency! So, for the love of God...PLEASE RESTORE THE SERVICE ASAP as it is simply making you look heartless to the many Straight Talk customers (like myself) who desperately need & depend on this service...THANK YOU!