Verizon Wireless Reviews

At first I was thrilled to see that they credited my account for the full price of both Iphone 17 pros that I had purchased Initially under sub account 1. I then come to find they have put my account on COLLECTIONS (sub account 1) with an account balance if $2700 dollars for the full payment of both devices even after THE SAME 2 DEVICES are ACTIVE on sub account 3! Which in turn TANKED my credit from near perfect at 760 down to 520! Because of VERIZON I was unable to purchase my dream home that I have been waiting to buy and now my credit is SHOT! Not only did they put me on collections for money that I dont owe, they destroyed my personal credit and have made my life a living hell. HOW CAN I BE AN ACTIVE CUSTOMER WHEN I'M ALSO ON COLLECTIONS????

I called in MULTIPLE times and have spent countless hours on the phone with customer service reps who were never able to actually get anything done. And kept saying that they don't know how to help me and every time I asked to get connected to a tier 2 representative they say that they cannot transfer me over to them. Or the call literally just drops and my 1 hour on the phone goes down the drain AGAIN.

I finally went online and called the business department of Verizon and spoke with someone who was able to give me the direct line to tier 2 so I called and explained my situation multiple times to at least 5 separate agents who passed me along to someone I spent 5 HOURS on the phone with trying to locate sub account 1 and resolve the issue. I was told by this agent that he has located the sub account 1 and it's showing no past due balance and $0 due on the account and was also confused as to why it got sent to collections.

After spending the 5 hours on the phone the agent said that I need to call the collections agency after 72 hours and they will confirm that everything has been taken care of. I waited 5 days just to be safe and when I called in the Collections agency said they have not been contacted by Verizon and nothing has changed on their end. They told me I have to contact Verizon and figure it out with them. So I called in again and still no progress and no end in sight for this nightmare of a situation. I'M SICK AND TIRED!!!!

Why is it so hard to find someone local to the US who is a supervisor or higher up who can take one look at this and fix it quickly??? I'M stuck working with people who don't know what they are doing and refuse to connect me to higher ups. I'm out of options and absolutely appalled at the way this company treats new clients by telling them one thing and doing the complete opposite. If there's anyone who can actually help me fix this issue or willing to make it right I'm open to talking.

When I tried to get help from Verizon, reaching an actual person was incredibly difficult. After finally getting through, I was basically told that the salesperson was a third party and that Verizon couldn't do anything about what he told me. So let me understand this: Verizon allows third-party salespeople to come to customers' homes, represent Verizon, make promises about pricing and billing, and convince customers to sign up — but when those promises turn out to be false, Verizon says, "They're a third party. We can't do anything." That is completely unacceptable.

EVERYTHING this salesperson told me about the deal turned out to be different from what actually happened. The price was not what I was expecting, the billing timeline was not what I was told, and getting help afterward was a nightmare. I feel misled, frustrated, and ripped off. If a Verizon salesperson comes to your door, DO NOT take their word for anything. Get every single promise in writing and verify it directly with Verizon before signing anything. Don't make the mistake I made. Verizon needs to take responsibility for the people representing its brand at customers' homes. Very disappointed. I would NOT recommend Verizon based on this experience.

13. Significant disruption and expenditure of time by Tidy Nu Cleaners in attempting to resolve matters that should have been corrected months ago.

I think familiarity is exactly what keeps many longtime customers trapped. Switching sounds like a nightmare: multiple lines, numbers you can't lose, phones you already own, balances still owed, and the fear of turning working service into a mess. Then I walked into T-Mobile. I kept my phones. I kept my numbers. T-Mobile is handling the eligible remaining device balances through its switching offer. My new service is around $170/month, and I paid $30 that day to get the switch moving.

After 18 years, one of the most infuriating discoveries was how EASY leaving Verizon actually was. I SHOULD HAVE SHOPPED AROUND YEARS AGO. And then there's Verizon's customer service. During a recent call, I SPECIFICALLY ASKED FOR A HUMAN AGENT. Not a chatbot, automated assistant, or another menu—a HUMAN. When the supposed human representative came on, his voice sounded robotic enough that I questioned whether I was actually speaking to a person. He told me that, “to make me feel better,” he would turn the “noise cancelling” off. Then things got bizarre.

Background call-center noise suddenly appeared—and, to my ears, the voice sounded COMPLETELY DIFFERENT. Yet it STILL sounded robotic. I cannot independently verify what Verizon was using on that call. Maybe it was a human whose voice was being heavily processed. Maybe some other technology was involved. I can only describe exactly what I experienced. But that's precisely the problem: I SPECIFICALLY ASKED FOR A HUMAN, and I shouldn't finish the interaction wondering whether I ever actually spoke to one.

Companies have spent years automating, outsourcing, streamlining, and removing the human element because technology is cheaper. Customers are then expected to celebrate this as “progress” while bills keep climbing and actual human service becomes harder to reach. NO! BRING BACK THE HUMAN ELEMENT. If I'm paying you every month and specifically ask for a person, give me a PERSON.

Businesses are ultimately PEOPLE serving PEOPLE. You cannot endlessly remove people from the customer experience to save money, continue reaching deeper into customers' wallets, and then act surprised when loyalty disappears. And I genuinely feel bad for older customers who've stayed with Verizon for years simply because it's familiar. If your parents or grandparents have been with Verizon forever, HELP THEM CHECK THEIR BILL. Don't blindly switch them—just compare. Look at what they're paying, what they're using, and what competitors offer. Loyalty should work BOTH ways. Verizon had my business for 18 YEARS and somehow turned that level of loyalty into this review.

So here's my advice to every longtime Verizon customer: SHOP AROUND. Pull up your bill. Read it. Multiply the monthly total by 12. Compare carriers. Ask whether you can keep your phones and numbers. Ask about legitimate switching/device-payoff offers. Compare coverage where YOU live. Read the terms. Do the math.

Don't let familiarity convince you Verizon is automatically your best option. I finally compared. I left with my phones and numbers, spent $30 that day, and walked away thinking: “THAT WAS IT?” Verizon used to be the carrier I trusted. That's what makes this disappointing. I didn't leave a company I'd always hated. I left one I USED TO THINK WAS GOOD. My biggest regret isn't leaving Verizon. It's that I DIDN'T LEAVE SOONER. ⭐ 1/5. Eighteen years was more than enough. Adios, Verizon. Take your final bill and shove it where the sun doesn't shine.

I had copies of the chats and that did not matter to them, they just say I'm not eligible and I should not have been told I was. They suggested I sign up for other discounts, which still brings my bill to more than $100/month. I was told they would have a more senior level manager contact me to see if there was something more that could be done, but that has not happened either. My first bill came in with no discounts and it says it could take 2-3 billing cycles to get the discount. The internet alone is $90.00. How are they allowed to get away with this bait and switch!!!

On the 30th day, I called regarding a bill and asked about the promotion. The representative told me she could not find any record of it on my account. This was especially frustrating because I had spoken with another representative the day before who told me the card would be arriving at the end of September. The representative I spoke with that day genuinely tried to help and escalated the issue to a supervisor, but in the end Verizon did not honor the promotion.

While Verizon did provide a credit to my account, it did not resolve the problem. I am now stuck in a difficult financial situation because I still owe money to my previous carrier while also having a Verizon bill. Instead of saving money as promised, I am now facing the possibility of paying for two phone providers and dealing with significant financial stress. I am very disappointed by the inconsistent information, lack of communication, and failure to honor the promotion that was used to convince me to switch. I hope Verizon improves its training and accountability so that other customers do not end up in the same situation.

The entire situation began with something very simple. What I Actually Authorized. My daughter had a broken phone. I purchased an upgraded replacement phone for her online. While my daughter was at a Cellular Sales Verizon Authorized Retailer in Waynesville, North Carolina, sales representative Aaron Hatfield called me. He asked whether he had my permission to activate the replacement phone I had purchased for my daughter. I said yes.

To be perfectly clear: I authorized Aaron Hatfield to activate ONE replacement phone on the SAME EXISTING PHONE LINE that my daughter's broken phone had been using. That was my authorization. I did not authorize three new devices. I did not authorize three new lines. I did not authorize new 36-month device-payment obligations. I did not authorize anyone to substantially restructure my Verizon account.

So my question to Cellular Sales and Verizon is extraordinarily simple: If you contend that I authorized these additional transactions, show me where I authorized them. Show me the signature. Show me the electronic authorization. Show me the agreement I accepted. Show me the date and time it was accepted. Show me the authorization link. Show me the recording. Show me whatever documentation you contend gave anyone permission to obligate me financially beyond activating the one replacement phone I specifically authorized.

The Phones Were Presented as “Free.” My daughter was told that additional devices were “free.” What was not adequately explained to her was what was actually happening financially. A device on my Verizon account had recently been paid off. Because that existing monthly device payment disappeared, another device payment could be added without creating an obvious increase in the monthly bill. That could make a new device appear to be free because the total monthly payment remained relatively similar. But a monthly payment remaining approximately the same does not mean a new device is free.

What I subsequently discovered was that additional long-term device-payment obligations had been created. Had this been clearly explained to me beforehand, I would not have agreed to it. In fact, I had another option available to me. My Spectrum Internet service provided an opportunity for cellular service that would not have required me to take on another lengthy Verizon device commitment. I never knowingly chose the Verizon alternative because I was never given the opportunity to make that informed choice. Then I Spent Months Trying to Get Out of It. Once I discovered what had happened, what followed was an exhausting attempt to unwind the situation. I made repeated trips and spent countless hours dealing with Verizon, Cellular Sales, devices, returns, passwords and account issues.

At one point, while I was working in Pennsylvania, I had to devote part of a Sunday to making a several-hour round trip to an Apple Store in Pittsburgh just to get access restored to a phone so that I could return it properly and obtain the documentation necessary to reconcile the disputed device charges. This wasn't a minor inconvenience. It consumed my time while I was working, cost me money, required travel, and continued month after month while Verizon bills kept arriving. By the time everything was said and done, I incurred approximately $2,500 while trying to extricate myself from a situation that began with my permission to perform one simple task: Activate my daughter's replacement phone on her existing line.

I Finally Cancelled Verizon — Or So I Thought. Eventually I had enough. After approximately 15 years as a Verizon customer, I cancelled my service. But apparently Verizon cancelled only my primary telephone number. Other lines associated with the account remained open. Those lines continued accumulating charges even though I had terminated my relationship with Verizon. Eventually another approximately $508 was billed. And what did I receive after spending months trying to solve this problem and approximately $2,500 dealing with its consequences?

A collection account. The disputed $508 has now been referred for collection and has been reported in a manner that is causing further damage to my credit. My Request to Verizon Is Very Simple. I am not asking anyone reading this to automatically take my word over Verizon's. I am asking Verizon and Cellular Sales to examine their own records. If I authorized three additional devices, produce the authorization. If I authorized additional lines, produce the authorization. If I accepted 36-month device-payment agreements, produce my acceptance of those agreements. If Verizon believes I intentionally kept those additional lines active after cancelling my primary service, produce the record demonstrating that I requested that those lines remain active. And if those records cannot be produced, then Verizon and Cellular Sales should correct what happened.

That means: Recall the disputed $508 from collections. Remove any negative credit reporting resulting from that disputed balance. Provide a complete accounting of what was added to my account, when it was added, who added it, and what authorization was relied upon. Reimburse the money I incurred as a result of transactions and continuing charges that I contend I did not authorize. And have someone with sufficient authority at Verizon or Cellular Sales contact me and finally resolve this matter.

Fifteen Years of Loyalty Should Have Meant Something. I stayed with Verizon for approximately 15 years. I paid my bills. I wasn't somebody who signed up for Verizon for a few months, stopped paying, and then complained about the consequences. I was a long-term customer who authorized a salesperson to perform one specific task for my daughter. What followed ultimately cost me thousands of dollars, enormous amounts of my time, the end of a 15-year customer relationship, and now damage to my credit. I'm publishing this because the normal channels have not produced a fair resolution.

I also believe consumers should understand an important lesson from my experience: When a wireless salesperson tells you a device is “free,” ask to see exactly what is being added to your account before you leave the store. Ask whether a new line is being created. Ask how long any device credits or payments continue. And get everything in writing. As for my own case, I am still willing to resolve it professionally. But after everything that has happened, I don't believe I should have to prove that I didn't authorize transactions I say I never agreed to. If Verizon or Cellular Sales believes I did authorize them, then I have one simple request: SHOW ME.

My problems are with the Wi-fi; the gateway, and the line for the gateway. They were supposed to replace both, which they did not, and when I complained again, they wanted to be paid extra money to do it! They have some nerve; to fix faulty equipment, they want to be paid extra! They are taught to be very nice to the customer, but at the same time they are very good at giving one a lot of crap. I will leave Verizon shortly and never go back. They are expensive and just do not care about their customers! I will go to either T-Mobile or Optimum, which are rated much higher in Sussex County, NJ than Verizon.

Now, almost two months later, and at least 15 hours of phone calls, and several in-person visits to multiple Verizon stores, I've had the service shut off, and restored, and I'm seeing a charge for slightly over $199 and threatening emails of deactivating my phone again. I'd had my personal account on auto-pay, and was charged my standard monthly fee about two weeks ago. Now I'm getting more threatening messages of deactivation due to charges for a fraudulently sold business account that I deactivated as soon as I saw it wasn't what I told it was. The AI customer service and in-store sales of this corporation shouldn't be tolerated by anyone. After over 20 years of loyalty to them, I'll be canceling my account and likely have to get a new phone number due to their pathetic customer service and fraudulent sales tactics.

A week later, still nothing worked right. Spent several hours on the phone with customer service during which they removed the promotional price I was paying for my device instead of fixing the issue of my being overcharged for an additional phone that I don't have. After the customer service rep said she had fixed everything, I couldn't make or receive calls or texts from or to anyone. They got that fixed along with getting me a credit for being overcharged. Today I discovered that my mobile data no longer works. It just keeps buffering which is something that it never did before.