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 ...

Mary of Lincoln, NE May 31, 2009

In March of '08 we changed our daughter's cell phone plan to give her 100 minutes of calling and a separate texting plan of 200 texts for 5 each month. The calling plan is separate from the text plan, and the calling plan gets charged to my credit card each month with no problems. The problem we have is that for the texting plan, she is required to have a cash balance, and anytime the balance fell below 5, an automoatic "top up" of 10 (plus tax) was to be charged to my credit card. This should have occured (on average) every 2 months, since it was a 5 p34 month plan. When the 200 texts are gone, she is done for the month.

Over the last twelve months, we have been charged ten "top ups", occurring anywhere from 4 to 8 weeks. It has only really become obvious since the beginning of this year when it started showing up on my credit card almost every month. In February I got charged on Feb 1 and again on Feb 27. When I called today with all of my credit card statements in front of me and tried to get clarification about this plan and how it works, I got the run around. When I explained how often I was getting charged, how much we have spent over the last 12 months, and how much the plan should be costing us, the gentleman (who was very pleasant) asked to put me on hold while he "looked into it for me."

As you can guess, I was hung up on, and I tried for 30 minutes after that to get through to another live person with no success. The best I could get was an automated voice asking for her phone number and pin number. The system then said it would connect me to a live operator and then I would receive a busy signal.

We have cancelled the "top up" option on her account as of today. We will use up her cash balance on texting for the next two months and cancel the phone. Our younger daughter will be getting a phone soon; we will add them both to my plan. Shame on me for not realizing sooner what was going on..... Beware of Verizon Mobile. I would not recommend them to anyone.

Tamara of Hialeah, FL May 31, 2009

We were told the 4 line Family plan included 10 out of network favorite phone number. When we signed in online discovered there is only 10 for the 4 line account. The cell phones purchased with the new contract were returned 2 days after starting the contract.

Now we just got a bill for 370.56 for a month's service. This is yet another issue because we were told the plan was going to bill approximately 120.00 per month.

D of Bayvile, NY May 28, 2009

I have had dropped calls every day every time I call with Verizon. Dealing with customer service goes something like this; After being put on hold & holding for an hour the customer service looks to resolve the problem by reprogramming & when that doesn’t work they end up replace the phone. After going through this processes of replacing the phone twice I sill have many dropped calls. When asked about being refunded for the lack of service, my time & trouble, I’m told that it is not the policy. I'd cancel the service but they make you pay a cancellation charge for the full two years, why should I pay for no service? 3,360 for a two year contract & 20 hours of my time.

Kevin of San Marcos, CA May 26, 2009

I have an account that I started with them on Feb of 2008, today I want to close the account. I was told I have a two year account and they want 105 to cancel the service. I never got a free anything from them, I paid full price for the com device I have. I thought at least a pro-rate was applicaple the full fee would be 175 but he told me that would be 105. is the prorate. is there anything I can do? is there something I can do to get help on this? Thank You

Amir of Beverly Hills, CA May 26, 2009

I purchased the Blackberry Storm the day it came out and I have had issues with it since then. I have been back on several occasions to replace it and they did not have a replacement phone in stock. Last month when I went in they sent me to another location in Santa Monica after waiting for 45 minutes. I went to SM and waited another hour to find out that they did not have the phone in stock.

I went in today and they did have the replacement in stock but they would not change the phone unless they could duplicate the problem after 45 minutes I asked for the manager. after making me wait another 15 minutes Gara McCutchen came to the booth and told me that I needed to wait. I explained the time I have invested and that as a paying customer I expect them to stand behind their warranty. She became upset and said that she could not change my phone because of a scratch on the side and she made a notation in the account that I had tried to open my phone and that is why it is scratched!

When I called customer service Robert (the tech support manager) said he could not help me because of the damage to my phone. I am going to cancel my service and move to AT&T and Gara needs to be fired before she makes Verizon lose more customers.

I will take Verizon to Court if they demand their cancellation fee. This is ridiculous!

Denise of Dix Hills, NY May 19, 2009

I terminated my Verizon account in 2007. In March I received a check from Verizon in the amount of 37.46 because of overpayment. I cashed the check. April 4, 2007 I received another check in the amount of 46.33 for overpayment which I cashed. Verizon sent me to collections AFNI, Inc. June 5, 2007 for 46.33. I disputed this and eventually paid on my Visa on September 10, 2007. On October 2, 2007 verizon mailed me a refund check for 46.33. I took me a while to cash this check but I eventually did and Verizon put me into collections with CBE Group on 1-29-08.

Spoke to both CBE (D. Rasmusson) and Verizon (M. Cherapin, Diana, Virginia) and was pulled from CBE and issue resolved. Today is 5/18/09 and in the mail I received a collection notice from Penn Credit Corp in the amount of 46.33 on behalf of Verizon. Needless to sat I am livid---what actions can I take against Verizon and can your agency help me in any way...please!

Melissa of Pittsburgh, PA May 19, 2009

It was time for my two year upgrade. I asked store for the best price on a phone I had. Salesperson (Robert) showed me a flier for Blackberry Pearl with Flash Cards, Blue tooth, Silicone, Cover and Car Charger. After all the rebates, I was told that it would only cost me 29.99. He advised it was the best offer. The bill came two weeks later and my bill was 48 dollars higher than usually. I contact customer service, and they advise me that the extra charge is for the data box (or something) for the Blackberry.

This charge was never disclosed to me. Verizion wireless advisines I have 30 days to return phone. Since I only had for two weeks, I went ahead and took it back to the store. The store ends up having its own policy and tells may that it is 7 days and they may not be able to return. I told the salesman that I would have never bought the phone if I knew of this monthly charge. He said "he knows me" and thought I would want the best. He speaks with the manager and will take everything but the Bluetooth back (go figure it costs the most).

Even though they sold this to me as a bundled package, they now want to break up charges. The salesperson states due to hygenie reasons they cannot take back the blue tooth. Then he takes the silicone case off my phone and puts it in a bag to re-sell. No Lysol or cleaning agents used. (Hmmm...didn't know what was worse...a unused Bluetooth or used silicone case that I had my hands all over and spoke into). I complained the the District Manager. He is more worried about the salesperson that me. He "knows" the salesperson and no one complains about him and he knows I didn't hear the salesperson speak about the 29.99 charge each month (even though the salesperson stated that he did not tell me about it). He also is not afraid if I complain to verizion or anyone because Freedom Wireless has numerous stores in three states and nothing will happen to them. I was on the phone with verizion wireless for three days in regards to this issue.

Ron of Gainesville, GA May 22, 2009

A supervisor named Lawerence waived an early termination fee. I have the bill where it shows the credit. Then someone else added it back to my account and they did not honor their 30 day worry free guarantee.

Judy of Philadelphia , PA May 18, 2009

In November of 2007 I received a Verizon one bill that included my cell phone, land line and internet in the amount of 607.10. Upon careful review of the bill I noticed there was an error in my cell phone minutes plan. I have always had 1200 minutes and this bill stated I only had 700 minutes and I incurred overage charges. At that time I called and spoke to a verizon wireless representative who apologized for the change in the bill plan and advised me that he would correct the minutes and back date the bill. He further advised me to ignore this 607.10 bill and advised me to pay 347.00 which I did. All of this should be in the notes of my verizon wireless account.

Almost a year later I received a notice from a collections agency. I called them and we called verizon on a 3 way call and I explained the above. I was advised at that time to “just pay the bill”. I advised them that I needed to speak to a supervisor as this was an error. I was transferred to someone from verizon wireless who advised me that my account was current and not delinquent. Fast forward one month later and now I received a collections notice. I again called verizon and was transferred to 5 different people Dean, Jamal, Brennan, Gary and Victoria and again no one is able to help me.

They continue to send me to different collectins agency's when it was there error I paid what I was told to pay.

Chris of Salt Lake City, UT May 20, 2009

Basically Verizon Wireless over charged me by a minimum of 1,000 every single month. When they were notified about the error they did nothing, when I complained louder they got some people in here to review the account and then the corrections never happened as they promised. Ended up they shut off the account because they refused to correct the overbilling mistakes by their employees. I have 50+ emails detailing their responses.

Back to the top |