Verizon Wireless Reviews

​Verizon initially claimed their system never showed my surrendered Samsung Galaxy S24 FE trade-in device as received. To fix their internal error, I personally went back to the store where I dropped off the phone, and the store manager thoroughly checked and confirmed that the device was successfully received and the system was updated. Even after proving this directly through their own store manager, Verizon still refuses to honor my payout or resolve the issue. Furthermore, they wrongfully closed out my two $100 Amazon gift card rebates without ever paying them out.

​On top of these ongoing financial and billing failures, our home Wi-Fi service has been completely broken and unusable with constant dropouts and failing equipment ever since March. ​Customer support is an endless cycle of incompetence, broken promises, and outright disrespect. Managers and agents constantly promise callbacks to resolve these issues, but they completely ghost you every single time. To make matters worse, when I called today regarding my rebate, the representative put me on hold to transfer me, and they deliberately hung up on me with zero callback. ​This complete lack of accountability is unacceptable. I demand that Verizon immediately credit my account for the $524.99 owed, fix my home internet service, and hold their management team accountable!

1 day, they troubleshot and said to upload the latest version of IOS. Done. The next day, they stated the only fix is to send a new one out. Well, it never arrived, so I called back 3 days later, and they stated they needed to go through the process again and canceled the order. 2 1/2 hours later. They stated I needed to go 25 miles out of my way to a Verizon store so a technician could look at it again. That is not an option. 5 Techs later and another 21/2 of chat and calls, I finally told them I was done and going to drop Verizon. Then they wanted to play the contract Game. Well, they are right; I have a contract. But they also have a contract and guarantee that they would provide service and tech support to fix the issues.

I called customer service today and told them the story and they talked to a manager within 10 minutes and the manager offered me 3 months to compensate me for the 10 months of payments they have taken out of my account for the last 10 months!!! ARE YOU KIDDING ME! I cancelled the service not once but twice and now they want to keep 7 months of my payments!! This is criminal. Then when I told them that I wanted to talk to the manager that offered me the 3 months credit I was placed on hold, talked to two more people and never did get to speak to a manager. I finally just told them don't worry about it and I hung up. 5 minutes later I got a call from a Carlos (not a manager) and he let me know that if nothing else he got the service cancelled so at least they would no longer steal my money on a service that I have already cancelled twice!!

The store rep also informed me that my phone was eligible for an upgrade, and it would only be an extra $5.00 a month if I upgraded to a Google pixel. I agreed to this offer as well. While we were in the store, I paid $254.02 for all of the connection and service fees. I left with the understanding that I will have no extra charges, and my phone bill will continue to be $230 per month.

A week later I checked my Verizon bill and was very upset to see my next payment due on September 20th was now $434.09. This is not what I was told multiple times in the store. I went back into the Verizon store on September 10th to see if the store representative could help me. He was very kind and at the time I felt he was very helpful. He removed many extra charges to my phone that I did not want added to my plan in the first place. I also thought the protection plan was a one time $50 fee not the one time $50 fee and a monthly charge of $19. This was again not explained to me by the first in store rep I met with on August 8th.

During my second in-store visit on September 10th I had my additional charges removed and I signed up for autopay through my checking account for a discount. The store rep shared his screen with me showing that my next monthly bill due on Sep 20th was now going to be $180. And every month after that my new monthly bill will be $190. In this moment I was thrilled and greatly appreciative of his help.

A few days later on September 15th I noticed on my Verizon App that my phone bill was still saying that $434.09 was due on September 20th. At this time I called customer service which took 47 minutes to have the lady supposedly correct my bill. I now went through the whole same process as I already did in the store that already took an hour of my time. My bill was now going be $239 and the auto payment was now set to come out of on September 30th. She sent me over documents for me to sign and acknowledge these changes. She suggested moving it to the 30th so it would ensure more time to reflect the recent changes.

To my very unpleasant surprise on September 20th I had the $434.09 automatically pulled from my account. I was beyond frustrated at this point. I called customer service once again which took me a very frustrating 25 minutes for the auto system to recognize I wanted to talk to an actual person because the automotive bot was unable to help me. It took me a total of 8 phone calls back and forth between the hours of 9:20am and 12:30pm before I thought my issue was resolved once again. The representative saw notes on my account and was confused about how this happened. He spoke with his manager, and they agree that Verizon missed up on my account and was not sure what happened. They agreed to fully refund the $434.09 within 48 hours. On September 24th I have not seen my refund, Verizon told me to call my bank. I then called my bank, and they saw no pending refunds in the system from Verizon.

Now on September 28th I receive a text reminder that my charge for $434.09 didn’t go through, I’m through the roof with this asinine customer service. I’ve never seen anything like this before, unacceptable. This is deplorable customer service! I’ve been dealing with Verizon since September 10th to correct this issue. It has taken 12 phone calls and an in-store visit plus a phone call to my back and Verizon has yet to resolve my issue. I have been a Verizon customer for over 10 years. This is how you lose customers. This has been the absolute worse customer service I have ever received.

Yeah fast forward to SEPTEMBER (as in July, August, and September) I have been getting charged for two WiFi boxes for two consecutive bills. Mind you I called every damn month for the past three months to resolve this issue and each time a customer support person tells me (and every damn time I am on the phone with them for over an hour just to talk to a real person) it will be taken off my account and I will get credit refunded. Yeah no, because here is my surprise when I still am getting billed and the WiFi box is still on my account. So now I am pissed. I am upset because they are taking MONEY out of my account but I can only get refunded in credit. Like are you kidding me Verizon.

So I did what any petty person would do. I closed access to my bank account and added my credit card. I turned off auto pay and I called my bank and told them about fraud and overcharges to have them get the money back from Verizon until I get a new bill without the overcharges. So you know how for those three months I have been calling Verizon about these overcharges and they are so slow and useless to make these changes? Guess how long it took for them to notice I pulled the money out of my account and cancelled the payments? Less than an hour. So I am cancelling my plan with them. I am taking my business and going to T-Mobile.

I will not robbed, given excuses with no real solutions to my problems all while actively seeking out THEIR BUSINESS to get this corrected for over three months now. Mind you, their customer service sucks. Sophie the supervisor? Screw you. All the support people who could not send me a new bill that shows the credit refunds and changes for the next bill? Damn liars. All the ones who said they cannot email me or call me like they do not have my account pulled up? Female dogs.

It took me to not call, but to chat online with a rep for him to do everything those whack customer support callers said they could not do. So if you want advice, first do not do service with Verizon. Their mistakes will cost you three to four months of calling them to fix their wrong doings. Second, do not call Verizon support. They are useless and will have you on hold waiting for a real person for over an hour before they will tell you that they do not have the power to send an itemized bill.

Speak to the chat online. At least there you have a paper trail in case you ever want to take this useless phone company to court. And third, and I mean it, they do not care about overcharging you. But once you cancel payment plans until their mistakes get corrected, then they cut off your service in less than 48 hours. Yeah I got my service cut off for cancelling payments because I wanted a new bill to pay without the overcharges. Verizon 0/5 for everything. You can go and try to put your fiber optic in hell since that is where you all must be located.

Now I am aware this is a tactic being used by intelligence agencies because there is no way that when I call I cannot speak to anyone ever, and it is the exact same robotic person that sounds like an uneducated ** woman, and I’m not saying ** women are uneducated. I’m saying it sounds like a ** woman and it sounds like someone who’s uneducated at the same time.

And so to add insult to injury they made promises for credits and things on my bill due to issues that were caused by the system, their products, equipment and agents, mind you these were issues that had nothing to do with the customer, which is myself, yet not only did they fumble the ball and not keep to one single promise, not provide not one single day of help because whatever they offered only cost me more because the bill continued to rise instead of giving me some relief and credit for me doing my part, honoring every promise to Pay and honoring them on time, yet I could not get treated fairly and like a loyal customer they claimed and know that I am. This was the most unreliable and useless attempt to be a loyal customer to an entity who is not loyal to me and did not treat me as a deserving customer. However, this did not disturb or disturb me.

It does not anger me because there are 1000 companies out there to provide what we need if they think that costing me more money is depleting my resources, unnecessarily, causing me stress and all the tactics they use is not working, so you undercover assistants working with organizations that help you try and cause people to appear to be mentally ill as they say or losing it or better yet having a hard time because you’re purposely trying to sabotage their life through these programs that they think we don’t know about to leave us behind, but that will never work because we understand how you operate and money is meant to be spent and we will always find a way because you forgot I am an African-American woman which means I am “ACCUSTOMED” to coming up with solutions to problems for survival which makes me someone you cannot ever hold back.

You only make me stronger and leaves me to give this knowledge I have to others so they will rise up in my place. Some of you will not understand what this is about, but I’m making it known for those who do, so they know that I was being targeted also through my phone provider, because there was no excuse for the way I was treated, yet I was spending my money and holding to every promise that I made to spend my money for service that was undeserving of my loyalty so I would NOT advise anyone to waste their time or resources with Verizon Wireless, whether you are on their watchlist or not.

So I found a greater service, more reliable service, faster, service, and loyalty because where my service is now, my family has stock in it, so they’re not going to play against their stockholders' children or relatives because the stockholders are the business, and they’re not going to lose their business at least their investors are not going to lose billions of dollars behind an organization that is “SECRETLY” targeting people through a “PUBLIC” agency. So what is a public agency doing creating secret programs within their agency “GANG STALKERS” and CoinTelPro programs? “I AM NOT A GANG MEMBER, nor have I ever been. Now get a real job watching, stalking, and attempting to disrupt the lives of REAL gang members. Note: I am also an AMERICAN UNDER THE DISABILITIES ACT.

Unfortunately, that was not the end of it. We later discovered additional internet service on our account that we had not requested or authorized. After that service was disconnected, Verizon assessed another $649.99 unreturned-equipment charge. We have also disputed a wireless line that we did not authorize and promotional credits that were removed from legitimate lines on our account. After being unable to resolve these issues through normal customer service, we filed an FCC complaint. The matter was eventually assigned to Verizon Executive Relations.

We have repeatedly tried to work with Executive Relations and have sent detailed written requests asking Verizon to explain the equipment charge, provide the authorization records for the disputed services, and give us a complete reconciliation of the account. On September 10 alone, I called Verizon eight times trying to reach our assigned representative or someone who could resolve the complaint. I encountered repeated transfers and disconnected calls without obtaining a resolution.

We continued trying afterward. On September 24, I called again. After additional transfers, I reached a representative named Ray, who escalated the matter to his supervisor under ticket #**. His supervisor, Madison, called me back under ticket #**. Madison advised that our assigned Executive Relations representative, Stephen, was out of the office until after September 25. She contacted his team and requested that another Executive Relations representative call me within 30 minutes. As of the time of this review, the underlying billing and account issues remain unresolved. To be fair, our assigned Executive Relations representative has left us voicemails. I do not want to suggest that Verizon has made no attempt to contact us. The problem is that after months of calls, emails and escalation, our substantive questions still have not been answered and the underlying account has not been reconciled.

We now also lack access to our Verizon online account and have not received a recent statement. That means we cannot independently verify the current balance, the status of the disputed $649.99 charge, or the total amount Verizon may owe us for disputed services and credits. We have continued cooperating with Verizon and will continue to do so, but after months of unresolved billing and account issues, we are also pursuing the available external complaint channels.

At this point, we want Verizon to provide the complete account records, explain and correct the disputed activity, refund any money we were improperly charged, restore or reimburse applicable credits, and provide a written final reconciliation of the account. If Verizon resolves this completely, I will update this review to reflect the outcome.

I have worked incredible hard to get myself into a good place with my credit, so I am pissed. I call and again I am thrown all over the place. My account number doesn't exist in the system too. The automated is crap, it keeps hanging up on me. Finally I get to a human and she isn't helpful. Says there is nothing she can do. I ask to talk to a supervisor. The supervisor says they are legitimate charges. Why the hell would I cancel everything but my watch and also have AT&T covering that same watch? That supervisor decides to transfer me to her supervisor. What I got was an answering machine. They are never going to call me back. So I either pay this bill, money I do not owe, or have it go to a creditor. Such Bull Shit. I use to like Verizon okay, I only switched because my home internet had to be AT&T and I can save money using them for cell service too.

I wish they had negative stars.

We have been to the stores in person and was promised that everything was fixed and taken care of, and we received documentation of everything. Our bill has only progressively gotten worse. We escalated the mater to the corporate level and absolutely nothing has happened except them, once again, raising our bill and changing our contract with ZERO consent from us. The manager in charge of our case refuses to take our calls, respond to our messages and has done absolutely nothing to assist our case since he was made aware, a month ago. All we want now is to break all ties with Verizon and we want reimbursement of the insane amount that they have overcharged us. Instead, we are getting runaround and ignored while they are taking $100 of extra funds from us every month.

Reimbursement would have cost less than $600 from Verizon and we would have broken the contract and simply gone to a different carrier. Since Verizon has absolutely no morals and has consistently refused to refund our money that they have legitimately stolen from us, we are instead taking legal action which will cost Verizon a LOT more than the money they owe us, but we are past that now. For anyone thinking of switching to them, please save yourself the financial and mental suffering that we have dealt with and choose a different carrier.

1. Log in to account and pay - Once my service ended, I could no longer access my account. This was not supposed to be the case, but even verizon later acknowledged this is a known problem on their end. Any attempt to login, reset password, recover account, etc resulted in one of these errors: "The user ID or Verizon mobile number you entered doesn't match our records" or "We're sorry, we were not able to verify your account with the information provided."

2. Use another link to pay for closed accounts - requires account number, which I didn't have. Also, I eventually was able to obtain this and it still didn't work. This resulted in the same error of: "We're sorry, we were not able to verify your account with the information provided."

3. Phone (also requires my account number). I tried getting through to a representative on the phone and couldn't get past the requirement to enter an account number. I was not successful in getting through to a live person and always ended up in billing, which asks for an account number and couldn't get any further.

Verizon sent repeated emails asking for payment. I replied stating my issue that verizon doesn't provide a functional way to pay a bill for a closed account with someone who enrolled in paperless billing (and so no account number). Eventually, they turned it over to collections. I would've paid the bill all along, but Verizon provides no way for me to do so.

After it got turned over to collections, I filed a complaint with the FCC and BBB. I also reached out to verizon through Facebook Messenger. The person on facebook messenger was able to provide my account number. I still could not pay the bill with that as I still got the same error that said: "We're sorry, we were not able to verify your account with the information provided." The person in the chat provided me with a secure direct link that I finally was able to provide the bill. Note, this was not one of the methods listed in any of their communication to pay the bill.

I also received a call from verizon executive relations. This person acknowledged this was a known problem on their end. The problem is, this was reported to the credit agencies and my credit score took a huge hit of 75 points all due to a problem on verizon's end. Verizon is refusing to remove the negative report. Their stance was I didn't contact them in a timely manner about this, which is a complete lie. I tried. Multiple times. I couldn't get through on the phone. I replied to their emails. Nothing worked. It took an FCC and BBB complaint to finally get through to a live person.

It feels like they don’t know how to do anything except keep charging you more and more. I do NOT recommend Verizon to anyone. Save yourself the frustration. Horrible service, horrible customer support, and horrible having to deal with machines instead of actual people who can solve your problems.

I was told that a manager would call me back and is as if no one cares at Verizon. Said supervisor or manager has not returned my call so that tells me something that Verizon does not want my business or my money and I should take it somewhere to some other company that is interested in my business and is ready to provide me proper customer service and care. I was trying to add pictures of the control/smart box but I am only able to add one picture and no video.

I called Verizon‘s customer service for business and they were absolutely no help. I called the fraud department and they sent me back to the business customer service department. When you deal with the business customer service department you are dealing with India and you can’t even understand these people. They are horrible and do not buy anything from Verizon. They do not stand behind their product and their customer service is the worst I’ve ever dealt with.

PROMOTIONS AND DISCOUNTS. Estimated trade-in value: $830.00. Final trade-in value: $130.00. Adjustment reason: Your active plan does not qualify. Make/model: Apple/Apple iPhone 14 Plus 128GB in Blue. Submission date: 9/12/26. I couldn’t believe it. I gave up the $28 Disney Bundle and now I don’t qualify. I spent 2 hours catting with Sheilla from Verizon at 2 AM. Verizon emailed this that morning. "We just wanted to let you know that your recent request has been processed. This is to confirm that I have successfully submitted a ticket for a promo correction in line ****. Your promotional credit will be adjusted to $830.00."

Since some thins may look a little different on your next bill, review your billing details and important information online."

My iPhone 14 Plus was working fine. It was just running out of storage. I was using 125 of 128GB. “The trade device received was not in good working or cosmetic condition.” - THIS IS TOTAL BS. I can’t believe Verizon just robbed $830 from me who has been royal customers over 20 years and spent over $600 a month on phone bills. I still have 6 lines spending over $300 a month. I spent another hour chatting with Siarah from Verizon and assured me that I have to wait until next month to correct the promotional credit. NEXT MONTH?? I have to start shopping for a different carrier. This is total disaster. Is this how Verizon make money? This nightmare started just 2 days ago. I just wanted a phone with more storage! I’ve not been sleeping well since. I lost lifetime of free Disney Plus bundle and $830!!!☹

I received the new phone yesterday. I currently have an S24+. I was sent an S26 FE. This new phone is substandard and is a less powerful and cheaper version of what I currently have. Why would Verizon send me something cheaper? I can't believe that I have been treated this way. I will be returning the unacceptable phone to a store today. If I can't get an equivalent replacement, I will likely have no choice but to switch to another provider. Incredibly sad after so many years. This is clearly the worst experience I have ever had as a customer. Shame on you, Verizon.

Upon returning to the local store, I was told that the only way I could get a refund was a credit on my account. I do not have a Verizon account, so I was told that I had to basically "eat" the 50 dollars. I think that because of the circumstances, you should change your policy for situations like this when there is a new device returned because of a death.