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 ...

Mark of Aliso Viejo, CA June 6, 2009

I have had Verizon's wireless broadband service for about a year. My monthly cell and broadband charge is usually between 200 and 300 per month. Last month I received a cell and broadband bill for 10,000. When I contacted Verizon's customer service they agreed to correct the overcharge. They have since recanted and are demanding full payment of 10,000. They refuse to even consider the possibility that they could be making an error. How is it possible for any company to think that they can charge 10,000 per month for Internet service?

Robert of Acworth, NH June 5, 2009

I use to use unicell services and verizonwireless bought unicell and I was told to switch contract to verizonwireless.It was an awfull prossess but we did get things straight. my problem now is that my service is very bad. I would like to go to at&t but I got sucked into a contract with 3 phones at 114. per month . If I leave this company it will cost me 200. per phone. What do I do???

Cliff of Riverside, CA June 5, 2009

I had received a call from Verizon promoting a new wirless card for my laptop. The guy said it was a FREE promotion w/o any obligation to try. I declined the offer at first because I thought there was some sort of hitch to it. However, the verizon rep said there was no hitch, and said I'd be helping him out. I agreed. I received the new wireless card, and sat it on my desk. I never used the damn thing. The following month, my bill reflected an additional 200.00 charge for said card. I called Verizon, and informed them I didn't want the card, never used the card, and wanted my bill credited. The guy said go to fed ex and send it back for free, and my bill would be credited.

Today my verizon bill reflected not only the additional 200.00 charge but also late fees totalling 500.00. My normal bill is only 125.00.

I called Verizon customer service and spoke to an incompetent CSR who informed me that since I didn't send it back within 30 days, I must pay the additional fees. I informed her that I never used the card, and sent it back. She informed me I'm still responsible for payment. I then spoke to a Supervisor who said the same. I informed her that I felt that I was being ripped off by Verizon. Her response was "That's the way it is, either pay it or lose your service" I couldn't beleive that Verizon's customer service is so bad, not to mention the unethical tactics they are utilizing to gain increased revenue. Beware of Verizon. I ended up paying the stupid thing, but I am going to leave as soon as I can. Verizon is no longer a customer service oriented business, but rather a business that doesn't care about it's customer base and unethically cheats people.

Lori of Queens Village, NY June 4, 2009

I have been a verizon wireless customer for over seven years. I decided to switch to the family plan this past weekend. In my old plan, I had a text message plan - 500 text messages for 5. I was told that this text message plan would be available on my new family share plan. So, I switched over.

I am now told that because I got a new phone, I would not be able to get the old text message plan. I was never told this and upon several complaints, Verizon has failed to remedy this. Now, they want to charge me 5 for 250 text messages, half of what i was getting before. They are quite deceptive and manipulative in their sales. They lie to their loyal customers just to get a sale. Now, I was duped out of my old text message plan by empty promises. I have contacted Verizon on numerous occasions and have received different stories but no remedy. Please assist me in achieving some type of remedy.

William of Mira Loma , CA May 27, 2009

My wireless Verizon has always been unlimited since 2006 unitl last month when they charged me 190.00 for access without any warning, when our company signed up for their service we were told that it was 59.99 per month unlimited. Now all of a sudden they have dicided to screw everyone that uses their service by using some fine print that you can hardly find and after we were told that it was unlimited. Unlimited means just that unlimited. I'm stuck with a service that I can't use because they have lied and it's not unlimited.

michelle of 1432 south paris court, CO June 2, 2009

My husband and I had service with verizon wireless for 5 years and paid our bills. We renewed our contract once and were valued customers. They always were giving us options for new phones and free service if we would renew our contract. However, we decided to keep our phone on a month to month basis with them after two contracts. Some time, I believe in September of 2008 our phone was lost or stolen and we decided to suspend service without billing with Verizon wireless.

This was explained to us as the phone would be suspended or not usable and our voice mail could not be used until farther notice. In other words, we had no service with them. At this time this time we had an outstanding balance with Verizon Wireless for 114.86. We received two more bills at this amount. Then, we received a bill for 170 dollars. At this time I used a my work phone to call the Verizon automated service and check the status of the phone in question. The automated service stated that the phone was not in service. Soon after calling we had located the phone which was under the seat of my truck and it did not have service and we still could not check our voice mail.

Then, we received a bill for 286 dollars from Verizon wireless . I called Verizon to ask them about our new bill and what were these new charges on my account. This is when Verizon informed us that they reinstated our phone after thirty days without our permission and at this time Verizon sent our account to collections. When I spoke to Verizon Wireless again on Feb 2, 2009, I explained to them that no one or nothing informed us that we had thirty days to contact them or it was even our responsibility to do so. Not only that, but the phone service was never turned back on. The phone was unusable and we did not even have voice mail so what were they charging me for? At this time Verizon Wireless and we agreed that we should not have been charged for the two months of service that we did not receive and I paid them the 114.98 that they were owed.

We were informed by Verizon that the bill was settled in full. However, the collection agency called us today June 2009. and stated that we owe them one hundred and fifty eight dollars or this would go on my husbands credit report. I called Verizon back and they started to argue that it was our responsibility to call them after thirty days and we should pay them for services not rendered. I hung up the phone.

Jermaine of Norfolk, VA May 29, 2009

I have repeatedly received bills, and letters from Collection agencies, that I have repeatedly disputed, being as though I do not nor have i ever resided in North Carolina, at the address listed with the Creditors. That isn't my phone bill.

felipe of NYC, NY June 1, 2009

For the past 6 months, I've been experiencing an unjustified costly situation with Verizon. There have been charges made to my account every mont since November 08, which I did not authorize. These charges, such as, premium texting,Web access and unexplained extras were followed up by me with little assistance or result.

Now since January 09 my bill has been increasing, I have been speaking with a rep since I first noticed this with little resolve. The first time I had spoken with a representative on this matter, I was told that my monthly bill should amount to 122 and some change for two phone lines. This is what it had always been previously, but it was, for an unknown reason, increasing. The following month they had given me a few dollars credit.

However, my monthly charges were still increasing without documentation of additional charges, just the price- being increased. So the most recent time I had spoken with someone, I was told that my monthly biss is 132 and some change, NOT the 122 which they had previously been charging me. I was not given one single reason as to why my monthly charges are being raised. I haven't made any changes to my plan or contract. I have done all I can with speaking to Verizon Wireless Representatives, and need additional assistance.

Russ of Naples, FL June 2, 2009

Verizon accepted pass through charges calling them premium text messages. The first time it was 9.99. Two months later there was another charge. Apparently it was a charge passed through from a mobile website. They mentioned it was a company for love, horoscopes, etc. They claimed they have no choice.

carolyn of merrick, NY May 30, 2009

I got them July 11 of last year then was in between places so switched to unl which was 99 a month plus tax, insurance and texing should be approx 121 per month. my bills are over 200 a month. one month I paid it up to 355 and now its back up. I cannot afford it and my friend told me this happened to him and it took 2yrs and several times at court for them to realize it was someone elses. i dont have time or money for that. i need someone to adjust it and look into it.

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