Verizon Wireless Reviews

When I demanded a supervisor, I was subjected to an endless loop of corporate gaslighting. The next reps tried to trade a measly $35 activation fee waiver to cover up a $154 hardware balance caused by their own defective inventory, and then tried to dump me off onto a third-party insurance company (Asurion) to dig myself out of a mess Verizon created. Worse yet, agents actively stonewalled and refused to provide my Account Number and Number Transfer PIN—a direct violation of FCC porting regulations—until I formally threatened regulatory escalation. A decade of loyalty means nothing to this company. They protect predatory sales tactics, traffic in defective hardware, and trap consumers. Avoid Verizon at all costs

After approximately 5 days, I called to inquire about the delay and was told they could see that an order had been placed, but it had never been processed. We started the process all over again on a two-hour call and placed another order at a similar price. However, by the time I went to pick up the phones approximately 2 days later, they sent me a bill that was quite a bit higher than the quoted price over the phone, with a much higher monthly price. I've called back at least a dozen times, trying to get this resolved, and I have been hung up on and placed on hold for over an hour. What a scam! After this contract period, I will never use Verizon again.

• Customer support is lazy and incompetent. I scheduled a phone call with them and they never reached out to me.

$36 simplicity plan may seem like a great deal but it really isn't.

At first, I assumed the problem was with my bank. I paid the late fees because I wanted to keep my account in good standing while I investigated the issue. I contacted my bank, and after reviewing my account, they confirmed there were sufficient funds available for every payment attempt. There were no holds, insufficient funds, or errors on my account. They confirmed the problem was not on their end.

I contacted Verizon with this information, and Verizon's own representatives acknowledged that the payment processing issue originated on Verizon's side. They refunded the late fees for my current bill and assured me the issue had been fixed and that my next bill would reflect the proper adjustments and my original payment. It didn't. Although Verizon admitted the error was theirs, they still refused to restore my Auto Pay discount. Instead, I was told my payments had been marked as "late," so my monthly bill would remain higher. I was essentially told that even though Verizon caused the problem, I would still have to pay the consequences.

When I questioned why I was still being charged more, I was told that if I wanted the Auto Pay discount back, I needed to apply for a Verizon credit card. I found that unbelievable. Verizon's own payment processing error caused me to lose my discount, yet the proposed solution was for me to open a line of credit with the company.

To make matters worse, I was then told I had to wait three months to become "eligible" for Auto Pay again by being in "good standing." That made absolutely no sense because I was in good standing. Both my bank and Verizon confirmed the payment issue was caused by Verizon, not me. Yet I was forced to pay higher monthly bills for three months because of Verizon's mistake.

After months of trying to resolve the issue, I decided to switch to another wireless carrier. One of the reasons I switched to my new carrier was because they offered to pay off my remaining Verizon balance. After switching, I contacted Verizon to arrange the payoff using the payment program provided by my new carrier. During that call, I was told that I first needed to make another monthly payment using my own debit or credit card before Verizon would issue my final bill. I found this confusing because my account was already current. In fact, the representative acknowledged that my account was current, yet still insisted I needed to pay the next month's bill with my personal payment method before my final bill could be generated.

I specifically explained that my new carrier would be paying my remaining balance as part of my switch, but Verizon refused to allow that process to move forward unless I first made another payment out of my own pocket. The explanation was contradictory: I was told my account was current, but at the same time told it needed to be "brought current" by paying another monthly bill. Given that my balance had already been inflated by Verizon's own billing errors, higher monthly charges, and the loss of my Auto Pay discount, I found this completely unreasonable.

To make matters worse, the representative I spoke with was rude, dismissive, and seemed more interested in collecting another payment than resolving the billing issues that had caused me to leave. At no point did anyone take meaningful responsibility for the situation. Because I no longer trusted Verizon's billing practices, I removed all payment methods from my account. I am not refusing to pay what I legitimately owe. I fully intend to satisfy any valid remaining balance once my final bill is issued on paper and my new carrier completes its payoff process. However, I am not willing to continue allowing Verizon to charge my personal payment methods while there are unresolved billing issues resulting from Verizon's own mistakes.

What frustrated me most wasn't just the billing error, it was Verizon's refusal to fully correct it. They admitted the problem was theirs, refunded one set of late fees, but still left me with a higher monthly bill, removed my Auto Pay discount, told me to either wait three months or apply for a Verizon credit card to regain the discount, and then insisted I continue paying higher monthly bills caused by their own mistake.

I have already taken my business elsewhere because I no longer trust Verizon to bill customers accurately or treat them fairly when problems arise. I'm sharing my experience so other consumers understand what can happen when a company's own billing system fails. In my case, Verizon admitted the error was theirs, yet I was still left paying the financial consequences.

If Verizon is willing to acknowledge that a billing error was caused by its own systems, then it should also be willing to restore the customer's account to the position it would have been in had that error never occurred. Unfortunately, that is not what happened in my case, and it is the reason I can no longer recommend Verizon to anyone.