Complain about a product or service

Verizon Wireless

Verizon Wireless • Rates • Coverage • Contracts • "Perpetual" Contracts • Billing Disputes • Other Verizon Services --- News • Verizon Wireless Opens Network to All Devices, Software • Verizon Agrees to Stop 'Unlimited' Claims • Verizon Wireless Changes Contract Policy • Verizon Wireless Raises Text Message Rate • Verizon Limits Its "Unlimited" Wireless Broadband Service • Verizon Wireless Cuts Early Termination Fee

No two ways about it -- Verizon Wireless is far and away the nation's largest wireless carrier, with nearly 35 million total subscribers as of mid-2003.

It's also tops in network quality according to a J.D. Powers survey released Aug. 1, 2003. Verizon outpaced competitors in the four most important call quality problem areas: dropped calls, static, voice distortion and no connection on the first try. Nextel and Cingular also did well and AT&T Wireless was average.

Well, all that may be so but there are plenty of other problems plaguing at least some Verizon Wireless customers, including billing mix-ups, rate plan confusion, contracts that seem to renew at will and, to be polite, a less-than-evenhanded approach in dealing with consumer concerns.

In case you're interested, Verizon Communications owns 55 percent of Verizon Wireless with Vodafone Group owning the rest.

A few sample complaints ...

Pam of Chandler, AZ June 16, 2009

Trouble began in May 2007 when I moved to AZ from MD and had all my Verizon services terminated - home phone, FIOS cable, and wireless. When I closed the FIOS account I was told that I could not be given a Return Authorization number for the two top-boxes (receivers) at that moment because they were having technical difficulties and to call when I arrived in Phoenix to get an RA number, which I did. However, I could not receive an RA number because they could not find any record of my closed account, therefore I could not return the equipment. So I put the equipment in my closet and waited for them to "cath up" and I knew they surely would.

A year later I received a letter (to my current address, so I knew they knew how to contact me) from Verizon asking for the return of the equipment, which I promptly did via UPS. I kept the receipt for about 6 months and when I finally did my filing, I threw it away thinking it was all settled.

The next contact, approximately 7 months later, on February 10, 2009 was from a collection agency saying that I owed Verizon 636 - but it didn't state what the charge was for. Verizon never sent me a letter informing me that they wanted 636 - and remember, I knew they had my address. I immediately called Verizon the same day, Feb 10th, and after hours (I'm not exaggerating) of being on hold, transferred from no less than 6 departments requiring that I repeat the story each and every transfer, I was told that the charge was for the equipment.

Since I didn't save the UPS receipt, that threw a bad wrinkle into the process. I finally found someone in the miss-match department who was kind enough to care about my weary voice and put me on hold for 20 minutes while she found the equipment and issued me an ROC# to use in all correspondence. She didn't have the authority to clear my account so I went back to the Customer Svc rep that I was smart enough to get an email address - they don't give out numbers - you go back in the call center each time you call - and gave her the ROC number.

I promtly gave the info to the collection agency and they dropped me from their list and sent me a letter stating that they were out of the loop. However, I learned shortly after that when I tried to purchase a capital item that Verizon was a "potential negative item" on my credit report, which dropped my score from the high 700s to the mid-600s, which effected the interest rate.

I filed a dispute with all 3 credit agencies after getting no response from Verizon after 15 emails, begging for updates, always being polite (I know they flag your account if you're ugly and you get nowhere) but I still got nowhere. It wasn't until I got an email from one of the the credit investigations that it showed it was still on my report as "charged off" that I was provided with a number to call Verizon's credit department and was told that they were in the process of closing my account and that was a different department so he could not say how long that would take, but that he could remove the negative item from all 3 credit agencies immediately and would send me a letter confirming that (even though they don't normally send letters but he felt sorry for me).

It took 2 years to get to this point and the account is close to being closed and resolved, but until I have it in writing, I don't believe it. Needless to say, I WILL NEVER BE A VERIZON CUSTOMER AGAIN. It reduced my credit score over 100 points.

Cheryl of Yuba City, CA July 2, 2009

I recently started service with Verizon Wireless and when they sent me the wrong phone I called them and they told me I could just go to one of their stores and exchange it. I did so and the store refused to honor the price that I paid for the right phone even though they talked to customer service on the phone who asked them to.

After the store refused to exchange phones without me having to pay 126 for the in store price difference, Verizon's over the phone customer service said that my only option was to pay the 126 today and they would credit my bill or send the wrong phone back and they would send the right one as soon as they received it. Neither option is acceptable. Verizon made a mistake and should correct without cost to me the customer.

Todd of Torrance, CA June 30, 2009

I was signed up for and paying for their 900 minute/month plan. This plan includes a free phone upgrade every year. As usual with Verizon phones, mine started having problems after a year. I was shopping online for a replacement when I started having some questions about the cost of plans for their smart phones. I called customer service because the answers were not on the website.

The customer service representative answered my questions. As I was about to hang up, she asked to review my usage. I let her and she talked me into agreeing to lower my plan to the 450 minute per month plan because my usage was low. What she decided not to tell me at all was that this would cancel my eligibility for a new phone now. I agreed because of the sales pitch that she gave me on how I'm not using enough minutes. Once I hung up the phone, I went back online and the prices of the phones had gone from free to over 400 in some cases. When I called back, I was told that what I was seeing online didn't exist and to call back. After much back and forth via email, Verizon has told me that I am stuck with a phone that does not work until December 2 or I can pay them 80 to be released from my contract early.

Nancy of Orlando, FL June 29, 2009

I had an existing phone and service with verizon and the contract had already expired. I called to add 2 new lines to my account but I did not want my existing line touched. They sent 3 phones instead of 2 of which I activated the 2 I had ordered and returned the 3rd one.

After two months of phone calls to correct the billing (they are charging me for the phone and some additional charges that I do not know what they are for) they now tell me that by accepting the package I accepted the terms and conditions and that my original phone is now under a two year contract as well. I want to terminate the contract because of all the problems but I never asked for a new phone and had I known what was in the box I would not have accepted it, I do not feel that their mistake should force me to stay with them for 2 years when I did not ask for that.

I have spent over 40 hours on the phone with different people trying to get this resolved and I get no where, they are claiming they did not receive the phone because I did not keep the tracking number but they did not even know they had sent the phone nor do they know what they are looking for. I have asked for them to go back and listen to the tapes where they record the conversation of the order I placed and what I agreed to and they tell me they cannot. I think it is not in their best interest to do so because they know they are wrong.

I called within the 30 days to correct the error and the person I spoke with by the name of Emilio and he told me not to worry about it that he would correct it. That never happened and now I am getting phone telling me to pay or my service will be cancelled

Christian of West Covina , CA June 11, 2009

unfortunaly i visited their store on 06/01/2009 around 2pm. i was helped by denise. i had a couple questions since i wanted to upgrade my cell phone to a blackberry with all the new features. when i started asking about the plans and what i needed for the blackberry she was giving me all the bad features and high prices and telling me what was the worst of the blackberry instead of telling me what was the best of the phone for me to buy it from her. well i noticed the way she was working with me and i started to be very unhappy at the store it seemed like she just wanted me to leave. i keep asking questions since i have more than 6 lines and more than 4yrs with them. she was talking to me but looking somewhere else like she wouldnt care about the customer. the service was the worst. but after i left i called the store 2 hours after to speak to the store manager then they transfered me to ricky. they knew i had a complaint already cause they kept asking what was the reason for my call Ricky told me he was the assistant manager sicne the branch manager wasnt available, i asked for the voice mail or cell # for the store manager wich i think is Mr Rivera. i called around 2-3 times on the 1st and the 2nd leaving messages all the time i called. i never got a call from the branch manager, 3 days after i called the store again to speak to the branch manager again but i was placed on hold for about 25 minutes by denise. then i hung up. i called again asking for the general manager voice mail or cell phone # they wouldnt give it to me either and placed me on hold again for about 10-15 minutes and they said they were looking for the number but coulndt find it. they hung up on me again. i finally went to the store in the west covina mall on saturday expressing my concern about the hp store and the bad treatment i received on my visit. they gave me the email for the general manager because they didnt have a cell phone number for him. i email the general manager as well expressing my concern and complaint about the store in hp and havent gotten any response from him either. its almost a month and i havent heard from any one. my phone dont work any more. im looking to change all my 6 lines to another carrier but im working on that as of now i hope to find a better company as soon as possible since verizon doesnt value their customers like they used too when they were GTE.

CHRISTINE of FONTANA, CA June 11, 2009

Earlier today on (June 10th)I recieved the final bill from my husband's cancelled phone via Verizon. I was looking through the pages of the bill when I noticed that Verizon would be raising their "Administrative Charges effective July 1, 2009 from 0.85 to 0.92" According to their website and as stated on our customer agreement notice Our Rights To Make Changes, Your service is subject to our business policies, practices, and procedures, which we can change without notice....IF THE CHANGES HAVE A MATERIAL ADVERSE EFFECT ON YOU, HOWEVER, YOU CAN END THE AFFECTED SERVICE, WITHOUT ANY EARLY TERMINATION FEE, JUST BY CALLING US WITHIN 60 DAYS AFTER WE SEND NOTICE OF THE CHANGE. Well I decided to use this option to cancel my contract with Verizon for my phone due to their breach in contract as stated above. I called their customer service line and I validated with a rep (his name was Chris) if the increase in charges were true? He said yes. I then informed him that I would like to excercise my rights under the customer agreement to cancel my contract due to the increase in the administrative fees. Chris put me on hold to do more "research".

He came back on the phone and offered to credit me the difference of the increase (which would be 0.07 per month) for the duration of my contract. I declined and said that NO I want to cancel and not have the EFT. He then transferred me to another manager who told me the same thing. They stated that because they are offering to credit me the difference I would not have a material adverse effect.

I believe that the point I was trying to make and per verbatim on their contract was "IF the changes have material adverse effect on you, then you can cancel the affected service without an early termination fee." Both the representative and manager name was Chris. They both refused to release me from my contract despite the fact that I explained to them that my rights were being circumvented. Please help me in getting this resolved. I am frustrated and angry that they are breaching their contract and yet they expect us to follow it.

cheryl of Cheektowaga , NY June 8, 2009

we entered into a contract with Verizon wireless because they covered our second country weekend home area. It shows full coverage.We had full coverage until some time this year. I know I had full service November but I dont call out from there often. My husband tried to reach me in April and said I should keep my phone on at all times there when alone. I did have it on and thought maybe I just didnt hear it. In May I had an emergency and could not call out. I HAD to use 911 service with a police report filed. I had no service. I have been calling Verizon since then. I cannot tell you of the numerous calls and hours spent trying to correct this.

I have heard more stories and lies than I can repeat or type. I have had problem solved answered..oh sorry we went to the wrong city..road..address..state...you name it and I have been told it. I was also told a new tower was put up in that area putting out a different frequency so I need a new phone. They even sent one and it STILL DIDNT GET RECEPTION..I had to send it back. IF they put up a new tower then THEY are responsible to replace the phones. My husband has a top of the line and it does not work either. I am NOT going to buy new phones. we just bought these! what kind of a scam is this?

I got a threatenig letter from their billing department to pay the two month bill. I did so we had some phone service and then contacted Verizon about it today. I am demanding that they credit the two months because they have not fulfilled their contract to us and still broadcast they have full coverage in that area. I have printouts of their maps. It is FULL coverage. There is none. My neighbor has their new phone...he has sporatic coverage. In the street..not on the lawn. In his kitchen Not the dining room..etc. Never the less he had a heart attack on the front lawn while mowing..he could not call for help. Luckily a man drove by ..saw him and threw him in his truck and flew to the Warsaw hospital.

I am handicapped. I fell yesterday. I could not call for general help. I would have to use the 911 only. I hobbled out to this neighbor. I could not even call him accross the road. Verizon does not work on my land now when it did. They changed something and are not willing to admit it or take responsibility for it. There is no service on my phone until I am 20 miles away..(and apparently now on the old style tower) where service is as it was.

This is outrageous. AND I have a 278.80 bill for Verizon I paid I am demanding back from them. I cant bill for the hours on the phone to them but I did tape the last ones. They also dont publish the lost calls or dead zone complaints on their maps either. This company has no integrity whatsoever.

Donna of Seattle, WA June 23, 2009

I had used my debit card to add minutes to my 13 years phone on one occassion. This resulted in my card being kept on file so that when I wanted to add minutes all I would need is her security code. My daughter mistakenly set her phone account on auto pay with my debit card. One day while I was on break at work, I checked my account and noticed that I was over drawn 165.00. I called my bank and learned that verizon was taken money every day!

I called customer service immediatly and explained that this is a service that is not wanted. The respresenative told me that she would suspend the service and delete my credit information while I was on the phone. I had to change the security code on the phone as well. I was very upset but did try to understand that it was a mistake by my daughter. I thought every thing was handled until I called my bank to see if my payrool check had been deposit and found out I only had 199 dollars in my account from a check that was deposited of 561.00! I was crushed; my check supports me and two kids and I didn't have enough to cover bills for the month.

Verizon after I had called to stop this auto-pay made (3) transactions on my card. 1.32.85 2. 32.85 3. 131.00. I called customer service again. They gave me every excuse in the book but then agreed to refund 60.00. I was on hold for half an hour when the rep came back only to tell me that my bank wasn't excepting the credit??? and that they would have to refer me to a technician who just ended up arguing the charges with me. I mean I've never seen any thing like this before. I am in a financial hole now all because of this Verizon. I need help; what can I do?

Karen of Salem, SC June 23, 2009

ABSOLTELY NO CELL PHONE SERVICE INSIDE HOME AND IN AREA TOWER NEEDS REPAIRING CHECK INTO THIS.. Commnuity is outraged for months dont know where to start to correct this problem.. Quite Frustrating..just imagine YOURSELF WITH NO SERVICE AT ALL

Lynn of Falls Church, VA June 9, 2009

Verizon Wireless signed up my son (18 year-old high school senior) for service even though he had no identification. He was out with a high school friend. They used his SSN and his signature for identification. They did not require (and he did not have) any identification (and had not even obtained a gov't ID).

They signed him up for a 70/month contract even though he was a high school student with no income. They told him that it was month-to-month and that he could cancel at any time and offered him a mail-rebate on the cost of the cell phone. He signed an electronic signature and they did not give him a copy of the contract. They have not sent him any bills but started calling him and saying that he owed them money. He told them that he has not received any bills.

After 2-3 months, they claimed he owed them 300. He has spent many hours on the phone with them and noone can provide him a copy of ANY bills. He finally received the 50 rebate in the mail but still we have never received a bill from them. He told them he wanted to change to the lowest cost plan and they gave him another number to call and no one answered and he left a message. They turned the service off after about 3 months and said that he would not have any additional charges. They still were not able to provide a written bill. They would go over multiple fees and charges that were supposedly added to his bill but we still have not received a bill in the mail and they have not been able to fax the bill or email the bill. He tried to create an account on-line to look at the bill. In order to set up the account on-line, they send a TXT message to the phone with a temporary password, but his phone service was turned off. They say that if they cannot send the text message, they mail the temporary password but we have not gotten anything in the mail from them except the rebate. And we have not received the temporary password that should have been sent to us 2 weeks ago. So, it is impossible to set up the on-line account to look at the bills.

My son called and asked them to provide him a temporary password over the phone so that he could go on-line and look at the bill and they said they could only mail it. He reminded them that he has not been able to receive anything in the mail from them (except for the rebate). They were silent and didn't reply.

Now (about 4 months after signing up (and with the phone deactivated for the last month, they tell him that there has been another 100/month added to his outstanding bill but they still cannot provide a written bill. And they say that another 100 will be added if he doesn't pay the entire bill by the 12th. I cannot believe they could sign up someone for service with no identification. I can't believe they can sign someone up and not provide a copy of the contract (which they did not). I cannot believe they expect anyone to pay a bill without seeing the detailed charges and without providing those to their customer. And I can't believe they have been tacking on 100's of dollars (more than even the cost of his original plan) in supposed late fees when they told him there would be no additional charges after his service was shut off.

He has spent hours on the phone them. When he tries to get a copy of the bill, they keep transferring him and give him numbers that don't work. Severe financial hardship for a high school student - ~500 of charges so far for virtually no service provided.

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