Verizon Wireless Reviews

That 2nd replacement phone was promptly returned to the repair center. Well... not so fast. This time around the device mysteriously remained on my bill for 90 days, as marked "device not returned, customer owing", to a total of $980. Numerous calls to CS and Collections resulted in empty promises to remove the device blah blah. Now to discover over 7,000 registered consumer complaints against these bozos... I am done with contract devices, happily switching back to prepaid.

Imagine i was there in their store trying to activate and start new service with Verizon from other provider with my own phones. They ask me to give them my ID and Social Security number. That way they would check my credit report and I said, "I am not taking any credit from and I am just buying the SIM card. Why do think you need to have my credit report?" They said, "It is our policy." Fine, then they came up with a need to make a deposit of $400 for each line, why do you need me to make a deposit of this much since I am not taking any equipment? They said, "You can check with your wife otherwise it our policy", we did and they said, "She is well qualified and you can make the order" and we made the order.

Three days later we got a call saying send us three thing. Social Security card, identification card, bill that verifies our address. After we did this all they came and said, "You are only qualified for prepaid only". This is the worst. My advice to anybody is that make sure what you are intended to seek from Verizon ** before you make any decision.

So this time, instead of making a third trip into the store, I called Verizon directly. And was given the runaround would be the understatement of the century. I was put on hold repeatedly. Ask the same questions over and over again, and found myself repeatedly having to explain that we cannot "troubleshoot the phone" because the damn thing won't stay unfrozen. It was like trying to explain algebra to babies. Seriously... Anyway, after 53 minutes they finally offered to send me yet another refurbished piece of **. I insisted that I felt at this point it was fair that they replace the phone with another new phone. Which they refused to do. Apparently, no one there has the authority to make such a decision. Not the woman I was talking to. Or the "supervisors" that she repeatedly put me on hold to talk to. No one.

Then on top of that. I am told that it's going to take 7 to 10 days for the new phone to arrive. At least going into the store, they would be willing to overnight the new phone. Calling the Verizon customer service center was an absolute waste of my time, a complete and total joke and they should be ashamed of their selves. After being transferred to tech support, and thinking no one could possibly be any more inept than the customer service, I learned I was wrong. The people in tech-support or worse. Much much worse. I implore anyone who is considering making the switch to Verizon to reconsider! You would have better luck, communicating with your friends and family via smoke signal than attempting to have a fully functioning properly working phone from Verizon.

Your Customer Service and Policies should soon push you right out of the market! Oh, and having a 10 day return policy STILL INVOLVES $35 restocking! You're good with selling your stuff, but you burn enough people (over 4,000 1-star reviews!) and you'll soon find yourself starving for customers! Do not walk into their store, they are only interested in getting your $$$$ and sticking you with charges they aren't even bending their little finger to earn! Store managers need a lesson in keeping customers! We've had mobile phones since early 80's but are about to switch carriers for the very first time in over 35 years!

The rep I spoke with spoke to his manager and said they will put a re-occurring credit as they will honor what the first rep quoted me. Then I get my next bill and the price was still up $70 more. I called again and the rep said that they cannot give me a re-occurring credit and I asked them to listen to the first two calls I had as that was what was what was agreed to. The rep gave me another credit. Why is this happening? They sucked me into changing and then do not follow through on the pricing they committed to. I am still trying to fight this monthly. It is bad business practices and someone needs to correct this!

Basically the gal in the phone stated they messed up last month and didn't cap the Jetpacks. I'm like What??? So it comes down to this, I'm paying an extra $10 for my Jetpack line and get half the data that my other lines are getting at 10gb instead of 22gb. So again WTF??? I told her it's dishonest and theft. I'll be looking at T-Mobile and a few other carriers. I'm done with their BS, lies and theft.

I'm thinking about going back but wondering if the entire network is at risk now that unlimited is out. I've never had Spotify cut out on me until after the switch. Peak time with Netflix very difficult. Network is definitely overloaded. The only plus side is no worries about running out of data but then, it seemed like I went through data much quicker precongested days. :/

A few months down the road we decided to cancel our 3rd line which was for a tablet I never used. I called to have the 3rd line canceled... Specifically stating I did not want it suspended, that we no longer needed the extra line, and I was no longer wanting to be charged for something I chose not to use anymore. Next bill comes around and I'm charged for canceling the line and find out that I'm still being charged for it as well because it was only suspended. Needless to say I yet again am spending countless time on the phone with Verizon asking why they did exactly what I told them not to do. The man on the phone apologized and stated they would straighten this out right away, confirmed the line to be canceled, as well as straightening out the data issue, that we never seemed to have bf, now constantly going over.

A few days later my husband is on his way to work and calls me from a buddy's phone, stating his phone is off. So here we are again calling Verizon to find out what the heck is going on. They proceed to tell me that I requested this line to be turned off and that I had to pay the remaining balance of $779 as this was the buy out... Excuse me! I of course told them that they turned off the wrong line, that the suspended line as clarified was to be canceled. Of course they saw the mistake and turned my husband's phone back on and took the charges off for the buy out.

Next bill comes around and to my surprise they are charging me for an early deactivation fee. At this point I'm boiling! The nice young lady took the charge off and stayed on the phone with me as she also gave me a credit of $40 and wanted to make sure it reflected on my bill immediately. A week later I go to pay my bill and it is now over $400. Exhausting as it sounds I am back on the phone with Verizon yet again. This time irate. I tell them this is unacceptable, and I'm told "people make mistakes". Wrong thing to tell me at this point. So after I'm done ripping her a new one, I'm told if I look at my bill it also reflects a $0 balance for the following month due to the adjustments made. It was after the billing cycle had ended and blah blah blah blah.

Still doesnt make sense as to why they just didnt put the credit on the next bill and was making me pay a 2 month bill in advance. But by this point I was done wasting so much time on the phone with them. So here we are now! My bills have been steadily accurate for a few months until I get my most recent bill. $1429.65. Yup that's right! I was informed I had used 63GB in overage data. I'm sorry but in all the years I have had Verizon I barely mark at 6GB. Being that I was getting nowhere with anyone from Verizon. I hung up in frustration. No overage texts either BTW.

So after calming down a few days I call back, the recording tells me after I put in my PIN that my bill is now at $2200 and some change, now I'm livid. I wait to talk to someone, finally a lady gets on the phone, I tell her I want explanations as to what is going on... She states just in 10 days I used 109GB of data, for one that's bologna and not possible, we have wifi with AT&T that we use at home for everything. Even our phones due to the data charges we have had issues with Verizon in prior scenarios but too much to go into that. I explain this to the Verizon staff and I'm told they have a read only system. Okay but that read only system may have discrepancies as it has bf, but she assures me that is not the case, that there are no known technicalities. Cant explain to me why my next month bill is not even in yet and new "so called charges" are being added to this current bill that i just got.

Needless to say Verizon has no customer service. You can prove to them all you want until you are blue in the face and it does not make a difference. After she said that, even though she saw where credits had been made for data overage charges prior and the fact that my line, in all the years I have had Verizon, has never exceeded on an average over 6GB of data, nor at any point did she request tech support or to look further into the discrepancy... I was only told they could take 20% of the data overage of the 63GB and for the 109GB, which for some reason that has been added to this bill (only the data not including my actual dues for phone service ex.), she could change our plan to unlimited and my bill will be $239.00. But I will still be responsible for the $1429.65 bill with the 20% discount on the 63GB of data overage.

None of this makes sense, they dont make sense, and I honestly believe there is a lot of contradictory. My family doesnt use that much data with all our devices, laptops, tablets, and TVs at home in a month's span but Verizon states within 10days a person can use 109GB of data... I feel scammed and I wont pay to be scammed especially without justification and legit answers. Prior conversations with Verizon is so contradictory that I am only left to believe that something illegal is going on. Verizon will not get another dime from me!

Finally I got the call that my phone was ready on May 18. I asked for the charge to be tested in store before I left. The problem had not been fixed. The store clerk called the technician for sending the phone back unrepaired and they told him, "It only charges when it's turned off." I waited three times longer than the original timeline to get my phone back in the same, exact condition. I am very dissatisfied with the job of the technician. It was his job to fix the issue and he couldn't even bother. I will however be thankful for the clerks who helped me. They were very kind and understanding of my situation and gave me a full refund. I will continue to go to the store but I will be very reluctant to send anything out to get repaired through them again.

After being on the phone for over 2 hours, I learned the phone number I sent for the trade-in and switch fee had not ported over completely. So now I had a past due balance for the one line still active with the previous carrier and was told it made the submission for the switch fee ineligible. Additionally, I wasn't even aware my son's phone # wasn't active - my son is in high school and rarely answers calls, but always returns text or calls back. I had been leaving voice mail, but didn't realize his VM was still active with the previous carrier. Ugghhhhh - we also incurred over data fees with Verizon since my son was completing all texting and messaging transactions via WiFi on his new Verizon phone.

In December I called again regarding the Switch fee rebate, and after being on the phone over 3 hours, was told since I only submitted for one phone and it was past the 60 day time frame to submit the 2nd phone trade-in/rebate were not eligible. With a lot, and I mean a lot of complaining, I was finally transferred to someone who said the rebate for the 1st phone would be honored and a pre-paid visa card was being mailed, and they were able to create a transaction to have the second pre-paid label and box sent so I could send in the 2nd phone for trade-in. Got the rebate (pre-paid visa for $200) and pre-paid label/box to send the 2nd phone to Verizon in January. Received $12 for an iPhone 5c on my February VZ bill. Waited the 12 weeks as advised.

As of today May 19, 2017, over 8 months, still no Switch Fee Rebate for the 2nd line. Called again this morning, first to the Switch center (844-408-8470). Talked with Lydia, who was extremely rude and told me I never submitted the final bill for the 2nd Switch fee!!! When I asked to speak to a someone who could confirm I had called before about this issue or to conference in with the trade-in department, or customer service department, or someone who could access my account to confirm I had sent two phones, I was put on hold for over 18 minutes, then the line rang, like I was being transferred to someone, but then just continued to ring. I let it ring for over two minutes, then called back to the Verizon customer service # (800-922-0204) and talked with Shay, who told me to call the Switch center #.

Once again, with a lot of complaining, the customer service rep, Shay - who was very helpful, conference called the Switch center, in an effort to help resolve the Rebate, submission, never ending circling the drain saga. The Switch Center did confirm they had my Final Bill, and could access and view it since it was submitted back in October 2016, but they didn't have a ticket to process a Rebate and... yep... it's outside the 60 day window. Final answer today was the customer service rep was going to escalate the issue to see if a 2nd ticket can still be created so the switch fee rebate/prepaid visa card can be processed to reimburse me for the early termination fees I paid back to change to Verizon, and I would get an email letting me know IF the Switch Fee can be processed within 10 days! After 8 months, and multiple calls - still out of pocket over $300 to switch to Verizon.

Then I spent another hour on the phone with various Verizon Reps but finally got to someone who said that he resolved the issue and my new phone with the assigned number would be delivered the next day. Two days later no phone so I contacted Verizon again who sent me through to 3 departments and I tell them the same story (even though they say they have notes about the issue). They said that the problem was my credit card which did not go through 2 x probably due to the card company bouncing back because of 2 same charges at the same time (for the 2 phones) While they had me on hold for 15 minutes I called my credit card company and looked it up online and Chase assured me that they never denied the second $10.08 charge.

I reported that to the Verizon supervisor and asked that if it was denied as she claimed why didn't they contact me via email or telephone. Then she tells me that the number that I was assigned was no longer available. Now I am waiting for the Supervisor's Supervisor to call me back tomorrow as that is when he is available in the Customer Care Department. What should Verizon have done to remedy the situation:

1). Send out the original order correctly with 2 phones plus the accessories for 2 phones; 2). If there was a credit card snafu on their end or in any case, they should have contacted me, the customer, to notify me that there was a problem with the order (they did not, and there never was a credit card charge of $10.08 denied cause I verified that with my credit card company who said that they would have contacted me themselves); 3). The person that I spoke with on my second hourly Verizon conversation about this issue, Bryan, assured me that the new phone with my assigned number would be sent out, but there were no notes in my Verizon file about this conversation;

4). The phone number assigned to me is "not available" yet when I call that number I get a recording saying that that number is no longer reachable (NOOO cause it was assigned to me); 5) In my second hourly conversation after not getting the phone promised by Bryan at Verizon Customer Care, I had to start all over again and they had to check the warehouse again about the package that I did receive and then the supervisor Cherie tells me that the warehouse ran out of the style phone that I ordered and only had one phone but 2 glass screen protectors and 2 Otto Protectors that they did ship to me; and now again for the third time I would have to place a new order but get a different number assigned to me.

Verizon departments do not communicate with each other and even though I have to put in my pin number and answer their same questions repeatedly, they essentially pass the buck to the customer or it's a "glitch" in their system. They try to "handle the customer" but don't give the customer what was promised and what the customer needs; a new phone with the number that they assigned to me. Now that I'm thinking about it, my 20 years of Verizon Wireless patronage is not appreciated by this conglomerate. Singular Cellular or Cricket here I come!

About eight months ago I was talking to a person in customer service who commented that the plan we then had was rather high and the amount could be reduced. I did not have time to find out more information so I had to call back at another time. Then I talked to a lady to whom I mentioned I wanted to lower our rates and why weren't we notified that this plan existed. She said we had already been notified. I asked for a copy of the letter or the email so I could see it. Her answer was, "Don't you ever watch television? We have been advertising the plan on television for months." I did hang up and call back to talk to someone else to change the plan.

Supposedly my plan was drastically lowered and would become effective immediately. I had to call back again and talk to someone else when the invoice did not change and I was told the person I had talked to had told me about a discount that did not even exist. That started us down the road to really having a negative attitude toward your company. Apparently customer service is trained to come up with any story for a customer just to appease them and get them off the phone.

Back in March I tried to contact customer service and a computer notified me my pin was incorrect and had to be changed. I was told by customer service that for my protection they were sending me a new pin. I said, "No, thank you. I would keep the same one I had had for 10+ years." AND I informed them that this change was not to protect me, but to protect them. I would take my chances with my old pin.

I was then told by a supervisor that Verizon would no longer provide me with any customer service over the phone. I was only allowed to use the website, if I could even use that. So I simply notified them that because Verizon would not provide any service to me I would change companies. My feeling was the money I was paying each month should include customer service. They had no right to change the terms of the agreement without actually cancelling the agreement. You can't just change the terms of a contract without requiring a new contract or a mutual meeting of the minds going forward.

I waited over a month and never received a final invoice. Then I initiated phone calls to try to have an invoice sent to me. Repeatedly I was told they could not send a final invoice since I did not have a pin. One lady actually laughed at the Verizon system in that I was asking for an invoice and they could not generate one. We both agreed your system is poorly set up.

Finally, one lady told me I could go to a local Verizon store and show a photo ID. They could then print one out for me. I knew it was a silly idea, but just to prove her wrong, I drove to the store. When I mentioned why I was there, the store manager and a man behind the counter broke out laughing. I told them I knew the lady had no idea what she was talking about and they agreed and apologized for wasting my time. I told them I was just there for the experience of proving once again the people at customer service would say anything just to get me off the phone. People at customer service would constantly tell me how much I owe, but obviously no one is going to pay an apparent inflated bill just to pay it off. I did talk to one lady who was able to get into the system and generated an invoice to send to me. When I got it I immediately paid all the amounts except for $240 invoiced for not completing a contractual agreement.

I have spent hours and hours and hours on the phone talking to anyone trying to get two goals. I would like a copy of the contract which supposedly exists somewhere. I need it for the arbitration hearing and to learn exactly what parts of it I violated when I cancelled. During one of my calls I was told by a lady named Nora that she was sending it to me. I talked to several people in the past week who have admitted that the contract was never sent.

04/17/17.

I received a phone call from financial services the morning of 5/15 before I started my two-hour phone marathon trying to get the contract. I explained to the person (I guess your company has no standards hiring people to collect debts) that I needed a copy of the contract I have been trying to obtain, or I would pay the $240 with the stipulation that I will receive it back if I win the arbitration hearing. Her answer? "I will just note that you refuse to set up a payment plan to pay the amount you owe."

When I asked customer care about such a letter, I was told it had to be done by financial services. When I asked financial services, I was told it had to be done by customer care. I finally found one honest and understanding lady who asked if I would make up a pin so she could look in my account. I chose **. She laughed and said it would work then and in the future. Well, it lasted for that phone call. Another episode. I received a phone call at 5:56 AM on May 16 from your financial services. The number was 800-922-0204. I can forward a copy of my AT&T bill verifying it. And when I called the number back that evening, I was actually told by a woman that she would never do it, but it is not out of the ordinary. She said she would put a note in large red letters not to call me that early. I need a note in red letters to not get a call before 6:00 AM??? Your people are a class act.

I have decided to simply tell everyone in financial services who calls from now on that I am recording the call. I have recorded them in the past and always got the comment that I cannot record the calls without their approval after telling them I was recording! Really??? Do these people even have a GED??? Someone calls me and I have to have their approval to record it??? Then I am told they cannot continue the phone call. Really breaks my heart. Are these people clueless to know that in the State of Arizona only one party is required to know a phone call is being recorded. I am even letting them know that any lies they tell will be recorded. Maybe they cannot carry on a discussion without lying.

So let's think about this. Customer care actually checked with financial services and phone calls will continue until the money is paid. They do not care if it is going to arbitration or if it can be paid with assurance that it will be returned in I win arbitration. And all I want is a copy of this contract (IF it even exists) for the arbitration hearing. This letter is probably a waste of time, but at least I can use a lot of it to demonstrate what type of company they really run. I would also take real enjoyment in having customers, past and present, who owe Verizon learn that all they have to do is mention that they are recording the calls to have your collection department employees get upset and hang up. They deserve it for their lies and harassment.

Now they tell me that after 10GB of data usage on my router I am going to get throttle to 3G but get this, my 3G speed is 70kb/s. I'm sorry but that's NOT 3G!!! I've called and even have a transcript where the customer service rep says I should be getting 500 kb/s MINIMUM so at least I have a written copy should there ever be some sort of action against Verizon for fraudulent business practice. I will wait and see what the service techs say but it will be another one of those BS calls where they ask me if I have "turned the router off and back on?". Been there and done that. Nope I want my 4G or at least 500 kb/s when throttled.

I didn't catch them last time and didn't have the evidence to prove it. In the past what they did and what they will continue to do to other customers (we aren't all leaving Verizon but they treat us all as though we've left so they punish us) by waiting a month, activating your phone line again and making sure you have no access to it because you cancelled it. It's not your phone number anymore so they act like they can't find your account. You have to do A LOT OF WORK to PROVE to them that they are scamming you and that you are aware of it.

If you don't catch it, like my last one, you end up being a part of their TAX WRITE OFF SCAM... they send you to collections with a charge off and they keep it in house so that you don't learn of it until you check your credit... and by then no matter who you call they tell you they can't help because THAT LINE IS NO LONGER ACTIVE. When you finally get to someone they tell you verbally that it has been corrected... but they don't fix it. They SELL YOUR FICTIONAL DEBT to collection companies.

BUYER BEWARE!!! If you cancel your line with Verizon Wireless you have to log in with your Username every month until you find they've billed you sometime AFTER you have cancelled your line. Two times they've done it to me. I caught them red handed this time and have a recording of her admitting that they "reactivated the line"... not "we mistakenly didn't cancel it". They reactivated the line AFTER it had been verified as cancelled. Who handles that? The FCC vs. Verizon Wireless?

When I checked my bank statement the next day I saw that Verizon still billed me -$33 even though my phone was deactivated the day before. I tried calling the local number of the store and again no one answered but the machine. And again I went back to the store explained what happened. They called customer service. CS rep said that she is not seeing the phone being active and asked me if I had my phone with me *the flip phone*, so I can give her the barcode number... which I did not. She tried giving me the 800 number again and I said that "What's the point of the 800 number if I can't get hold of anyone?" So she said that she will call back, which they never did. WHAT A LAME COMPANY! I'M GLAD I DON'T HAVE TO DEAL WITH THEM. THIS WAS THE FIRST AND LAST TIME. I DO NOT RECOMMEND VERIZON TO ANYONE! It is not even about the $33 that I was charged... but wasted time and driving back and forth.

Once you order, you can pay $19.95 for two-day delivery. If the delivery address and the account address are different, the website automatically sends you a text so you can verify identity. When you verify, the website tells you it's all good and on the way. Only, none of that matters. Because when you call to find out why the order wasn't received, after waiting for a month or so online or via phone on hold, some sweet thing tells you the order didn't process because you didn't call into to verify that you really made the order. Naturally, there were no text or other messages from VW website to tell you you need to call in. Never mind there are about a million safeguards all the way through the online ordering process, including you have to use a credit card in your name, with usual CC safeguards.

And that "two day delivery?" It's actually three days. Whatever day you order doesn't count. Hello??? Maybe VW should subcontract to Amazon. And, of course, the person you talk to says they are unable to process refunds for the $19.95 you paid for two day delivery. Naturally. What BS. In this day and age, VW should be embarrassed. You could order a car online with easier access, better results, and delivery when promised. What a pathetic website and web customer service.

As you can imagine that did not happen and I again called the support in April. During this conversation, this rep informed me that when the phones were returned they had been credited incorrectly and that it appeared I was no longer eligible for the promotion, but she would fill out paperwork and could see that I had been calling for numerous months w/ no solution and felt that credit would be given and I would finally receive the promotion promised now 5 months ago. Fast forward to today when I again received a statement w/ you guessed it... no credits and bill as high as ever. I called in today, explained my whole situation for an millionth time, I have spent hours on hold over the last months with no less than a 45 min waiting period only to find out that they will not honor the promotional After Thanksgiving promotion.

Now with a different excuse, now they are saying that I was never eligible in the first place and that the initial representative should have informed me of that. They offered me a $150.00 credit for my trouble today, but when I informed them that I wasn't happy and this bordered false advertisement, she place me on hold and came back with a $300.00 credit for my inconvenience with the agreement that I would understand the promotion was invalid for me. This promotion was for a free iPhone 7, I ordered 2 which I would not have done without the promotion. Now, without the promotion we are left paying over $1500.00 in monthly charges over 2 years. There is obviously a breakdown in advertisement rules and in the looks of the numerous complaints false advertisement with the promotions this isn't the first time. Where is the line drawn and who enforces these?

Verizon was unable to explain to me what the service issue was in the first place they kept writing me off as a customer since I live in a rural community. They were very rude and refuse to get to the actual problem even though I explained to them that the problems with the spotty service and fuzzy dropped calls began after a strong wind storm. I am not a happy customer and will be searching for my cell service options elsewhere. Verizon has no accountability when their product fails and they do not care about loyalty to their customers. Their service reps are rude and unwilling to try to help you resolve issues. I am confused as to why they can't figure out what the problem is causing them to have spotty service out in this area all the sudden when their service has been great the past 10 years!

I set up paperless billing in June, and received the first email invoice in July, which I paid (I pay promptly when an invoice is received). I received only one additional email (or mail) invoice, December 22 (while I was out of the USA) showing a $764 past due amount. I attempted to go into my account on the Verizon website to find out what it was for. I wasn't able to access my account information. We were in Spain (where we were from November through mid April). I had arranged for my mail to be scanned and sent to me in Spain. I didn't receive any Verizon invoices there and as a result I didn't pay on the account. That's my accountability in the process. However, when I saw the $764 charge I attempted to communicate with Verizon (9 times zones away) via phone call and online chat. No success, and Verizon didn't answer my queries and messages. I eventually gave up figuring I'd straighten it out in person when I returned to the US.

I got another email saying there was a past due $2200. Again I attempted to find out what this could be for. I had turned off the data service while out of the country. Maybe they charged us for the "Free phones." They had told us we would receive cards with the amount of the phones credited. We could use to pay for any Verizon charges, including the phones. We never received the cards, but the regional manager had already credited the account and we have the "purchase" invoice showing zero balance due.

Then Verizon disconnected our phone service. I again attempted to communicate with them via online chat, and by calling from Spain via Skype. Again no satisfaction. All I'm wanting to do is find out what they are charging such high amounts for, what the proper amount is so we can pay and reestablish service. When I couldn't access my account information and Verizon again didn't respond to my questions I again gave up and again figured I'd straighten it out in person when I was back in the US.

When we got home we found in our mail a collection notice from a collection agency. Our account had been turned over for collection. I again contacted the regional manager figuring it was better to talk with a human with some decision making authority. He said he wouldn't be able to access my account information since it was now in collection. He gave me a customer service number.

My bill is paid by auto-debit, so that's not the problem. And when I tried "phoning" Verizon through my laptop I was told that I'd have to physically come into a Verizon store with a photo ID in order to be helped by customer service. WTF? That's not a trivial thing. I live many miles from a real Verizon store! There should be some protection for old people like me in rural areas (for whom phone coverage is crucial) against this treatment. Why the hell couldn't they help me by phone (via my laptop & wifi)? Why must I drive more than 100 miles to a real Verizon store in order to sort out a problem at THEIR END? Who can I contact with this complaint that can investigate Verizon business practices and customer treatment? I'm pretty sure they wouldn't help me because I refused to buy a new phone -- because I can't afford a new phone!

WHO ACTUALLY CARES ABOUT THE SAFETY OF THE ELDERLY WHEN IT COMES TO PHONE SERVICE?? Verizon should be REQUIRED to make an attempt to help me when I contact them by phone. They just said that because I couldn't remember my 'PIN' I'd have to drive to a store and show a photo ID in order to find out why I have not phone coverage despite always paying my bill! I am spitting mad about this and really want to know what to do about this outrage!

You: So I have been contacting both Erik and Isiah by phone and email with this concern and the only time I actually got a response back after several weeks Isiah advised he was going to look into it and call me back, NEVER HEARD FROM AGAIN!!! So now I am paying $28 extra dollars per month, which is not what I agreed to and it is the only reason I stayed with Verizon 'cause I was being offered a better deal elsewhere. I made this clear, so now I feel like they hooked me with no intention of giving me the discount and now I am on the hook for so much more. I have been a Verizon customer for a very long time and I do not think I should be treated at all in this manner.

Once I received the new phone I was unable to get my contacts and pictures to transfer so I took both phones (the old one still in the case) to the Apple Store where they took the old phone out of the case and accomplished my task for me. They placed the replacement phone in the Mophie case for me. The old phone was not in the case for the all back to my car, the ride back to my home where I placed the phone in the return box and drove to the UPS store to send it off. My next bill had a $300.00 fee for a "liquid damage by customer" charge on it.

No matter what I said... The phone being in the case that I purchased from day 1 or that I was positive there had been no liquid contact with the phone they would not relent. They said they had no way of knowing when the phone had been out of the case, which is true, but I have no way of proving that they were not scamming me about the liquid as the phone had never been wet, out in the rain, a steam filled room, anywhere else it could have gotten liquid damage especially since it had been in a waterproof case the entire time I owned it! Also that the Verizon store employee had noted in my account information that there "was no physical or liquid damage to phone". They said they have 'special' equipment to scan the phones when they are returned and they determined it had liquid damage. At Verizon, THE CUSTOMER IS NEVER RIGHT!!!!

After reading many reviews on this company I don't understand why anyone would use them as their carrier. I had Straight Talk (way cheaper) and rarely had a problem with dropped calls or 'no signal' and also had Sprint where I experienced no problems with customer service. I, of course, will pay what I believe is their unsubstantiated fee so they will not sic some collection agency on me or interfere with my credit report. I will terminate my service with this company and hope that Karma is real and eventually they will go down the proverbial drain.

You send me a defective phone and then have me wait weeks till I could get a replacement phone then you tell me if it has damage we will charge you for a defective device. What kind of scam company are you guys running. If you give me something that is defective, have me spend hours of my time troubleshooting it with your techs, the least you can do is replace the piece of garbage you sold me at no cost. I'm not asking for reimbursement for all the trouble. I'm not asking for a deduction on my monthly bill for the terrible service I have had till now. All I want is a working device like I'm paying for and even that you want to charge me for!!??? Take my advice people. Do not change over to Verizon. You'll get ripped off and you will have a terrible experience.

I predict that Verizon will be out of business within a few years because NO ONE will be left who will be able to afford this unless they live in their parents' basement and have no other bills. Shame on you Verizon for gouging your customers to the point where we have to jump ship and can no longer afford you... the greed is unbelievable. Do you not think there is a point where there will be no one left to afford you? Well, wise up. Because I am speaking with many people who are in the same boat as I am and are sick of this. $432.00. That was my last bill for cellphone. That is crazy! Goodbye Verizon and to others who are foolishly considering Verizon. They say they have the "best service". Guess what? At my last house the phone did not work in the house. So I had to drive down the street to make a call. Great service. My toenail. NOPE.

DO NOT SIGN UP FOR VERIZON and the rest of us, let's vote with our dollars and give them to someone. Anyone else. Otherwise, Verizon, clearly, has no qualms about increasing our cell bills until they are higher than housing or food (mine is already about the same as food... #nuts!). Let's stop this insanity. Thumbs down on Verizon!

Still, I had just renewed my 2-year contract and was locked in until late April 2017. Two weeks before my contract ended I went to the large Verizon store in Prescott Valley with a phone with a screen so broken it had black lines preventing anything from being read on the screen. When the contract date ended in two weeks I would be in China and didn't want to go there with a broken phone. When I asked if I could renew and get an IPhone early I was told I could either: 1. Pay full retail price for a new phone, 2. File an insurance claim with a $100 deductible and receive the same phone with such fragile glass that I was desperate to get rid of and only keep it for two weeks. (That is so financially irresponsible for both Verizon and myself that I should have asked to speak to someone with a half a brain, but I was over it.)

I said, "So those are my only options?" The woman said yes. I said, "You forgot 3; I can go to a different vendor, get a new phone from them, forward this number until the contract expires in two weeks and never set foot in a Verizon store again." She replied, "Yes, you can do that." So I did. My new iPhone from T-Mobile worked great in China. The rates are lower and they gave me superior customer service. My Verizon relationship was twelve years long and, working as an HR Director of a regional hospital, I was responsible for many people switching to Verizon in order to take advantage of the employee discount they offered, but customer service has declined so much that I just couldn't take their uncaring, arrogant attitude another minute longer.

We were never given further instructions on how to redeem this, multiple phone calls later and a customer service rep. finally walked me through the process. After this was done, weeks later I get an email saying it was denied, only one line was approved, how is this possible when we switched all three of our cellular lines? The only response I get from the company is, "There is nothing we can do." Since I signed up I have made multiple phone calls weekly trying to get my bill to what was originally promised, I finally filed an FCC complaint in February and a rep. called and thankfully got my promotional credits that were due to be credited to my account and reassured me that my monthly bill would not be over $183. Fine, a little bit more than what I signed up for but whatever!

Now in April, that all those promotional credits are used and I get what should be my "regular" bill, my bill is $213. So yet again I call a VZW rep. who then tells me "Oh no, it's just not applying your phone discounts, when the bill is issued those will be credited. I will make sure I have in the notes EXACTLY what your bill should be, $183, and you will not have any more issues, I PROMISE!" Guess what! My bill comes and it's $213. I call in, again, asking why my bill is too high and now they are telling me that $213 is what it was the DAY I SIGNED UP! I have been lied to time and time again from this company that I am now stuck with. My monthly bill will be constantly $38 higher than what I signed up for. $456 a year that I did not budget for, thanks Verizon. I have contacted this company too many times to count trying to get the same issues resolved, five months later, I'm still getting lied to.

In first place order was incorrect, but promised they would correct as soon as we got the wrong phones? That should of been the first red flag. DO NOT SIGN UP WITH VERIZON. They not only charge you, for canceled orders, but they have 5 different departments, that do not collaborate. Frustrating, and we don't have the $437.90 returned, or the 4 $1.00 they hit to verify?

I've tried to get it switched back to a 24gb plan - which by the way will cost me more, i.e. more profit for Verizon, but after 5 days, have still had no luck in getting this fixed. In the meantime, I can barely use the Internet, too slow to connect to most sites, open emails, etc. DO NOT PURCHASE THE UNLIMITED PLAN... Verizon MUST do better!!!

Then I Sat on hold for 30 min. To get a hold of Moto Z about the cord. He said he noted my account about everything. Well my first bill came so I called again. They again assured me it is a free phone. They will take care of it. It will be off next billing cycle. Well that bill came and it wasn't off so I called again. Again very apologetic employee who could see I had a free phone and couldn't figure out why it's not off yet... Again same... Next call same he this time was going to escalate the issue. But I would see a credit very soon. Well I called again last week got a very nice employee who saw all my calls and said "Sorry you don't qualify for it." What??? Am I hearing this right. After employee after employee and supervisor telling it was free. Now it's not. Well I'm pissed. She said she would get some answers and would text me her email. She would get back in touch with me in 72 hours.

Well shocker she never called. So I sent in a message and a phone call later. Same thing she saw all my phone calls and that I called right after I got it. But it's not free. So I demanded to talk to a supervisor. He then said he could find where I called at first??? What someone had to delete it after everyone else could see it. But he would give it to me at half off. What??? Are you kidding me. A free phone for $208. Why would a company do this? Then he had the nerve to say it was my fault for agreeing to the full price. I never agreed. I asked and asked. Why would a company spit in a great customer's face like this? He then said his manager would call me in 24 hours. Well it's been 27.

So when my kids need cell phones we will go elsewhere. When my contract is up I'm done. All over a $416.00 phone. Let's do the math. A customer who pays bills on time. And has 3 kids who will need phones soon. Let's piss them off so they leave. And tell anyone that is getting a new phone don't use Verizon they are frauds! Oh that is worth $416. Well bravo!!! My friend just was going to Verizon and I told her my story so she went to Sprint instead. Wow great job! I'm so hurt and disappointed. So the Attorney General's office got a call from me today. You just lost a great customer!

After some internet searching, I discovered that Verizon themselves pushed an update to the S7/ S7 edge on 4/27/2017. Coincidentally about the time I had phone trouble. Interesting sales tactic to sell new phones. Brick your customers old one and refuse to take responsibility for it. Good for business... Bad for the customer. My only recourse appears to be to attempt to learn how to upload new firmware into this device since it appears to be worthless to anyone in this state. Wish me luck. Caveat Emptor - Buyer Beware.

She tallied my new monthly total to be approx $85-$88. Obviously this was so off what I am being charged. After signing the contract she told me that I would now incur activation fees but not to worry. I should call Verizon and they would remove the fees. Verizon office said she should not have communicated this to me. The store rep told me I had 30 days to return. Now I’m being told this was not true. The policy is 14 days??? I called Verizon within days after receiving an email (which was April 3 and I went to the store on April 2) indicating my bill will be in excess of $200!! I called Verizon immediately and I was told they could not assist me until I received my actual bill but he would call me in a week to resolve which I now found out was after 14 days of their 'return policy'. Of course, the Verizon rep, never called me.

I went back to the store and they would not address the 30 days indicating I had only 14 days. The girl once again, unsure of herself about the return policy called her manager. She said, “My manager said no. Our policy is 14 days per the contract you signed.” The store rep said that her manager said I should call Verizon. I went outside the store and called Verizon. Verizon said they cant help so I escalated the matter to a manager at Verizon who indicated I should go back to the store. Instead, as I sat in my car, the Verizon manager called the store but the girl was busy so he could not speak with anyone. The Verizon Manager recommended I speak to the store Manager as their policies sometime differ. On Monday, I called the store and spoke to the Manager. She said she’d look into it and call me back. She never called me back. I called on the 3rd day, twice and she said, “You need to speak with my local Verizon Rep.”

As the return policy clock continues to move forward - no resolution of course. I have the equipment, the data charges, the equipment charges and no one from Verizon or this store in Monroe NJ will assist to resolve. This is a vicious cycle and no one will take responsibility for all my fees. I never went over my data usage before and now I have gone over because the rep in the store said 2G was plenty. My tablet and jetpack are useless because I have no data available after 5-7 days of little usage or extremely slow data. This same store rep told me that I can view NETFLIX with my 2G jetpack. This is so not the case. All this information she provided is incorrect!

I was also informed that I am stuck in a 2year plan with the tablet and jetpack when I was never told this either. The store rep said that devices are free and that my monthly fee would increase by $5-$8 for all 3 devices. Now the store and Verizon is saying all contracts are unbreakable and no one will listen to the facts. I want the store to take back the tablet and jetpack based on misinformation they provided. Verizon, how do you allow a store to sell products with no knowledge?? All they know is sign on the dotted line. They will not even listen. They keep repeating 'you signed the contract, you signed the contract'. I have been cycled from person to person with no resolution in sight. AND, I sent an email to Verizons Corporate headquarters, but the email bounced back.

I called again the next day. I was told to take the Jetpack in which I did. This time I was told the service was down and I would resume my service after three days. Three days passed and no service. I called again. I took the Jetpack in the store again. This time Nick wouldn't even look at me. All they would tell me was talk to customer service and they gave me an 800 #. I called the 800# and the lady told me I had exhausted my "Unlimited" data within two days and if I wanted to upgrade. I said nope. I wasn't told of the upgrade or running out of data. I have to pay early cancellation.

I did not sign for a 2-year contract, I have a phone service with AT&T and only came to you for a Jetpack. Do you expect me to pay for early cancellation? Nick why didn't you explain this to me? It's all making commission at the expense of hard working customers. Please stop it, earn decent money, stop corruption Verizon. I canceled the service which I'm hoping it's canceled by now. How can employees be so deceiving so that they can make a sale and not even talk to a customer when they go in with a question? It's a well Verizon coordinated theft.

I head back to Las Vegas, NV on April 24, 2017, and when I got back I noticed that the back of my phone in the middle of the two camera lenses it was shattered, and I had not even dropped it or set it on anything sharp or pointy that penetrated it right in between the two lenses, mind you once again, I had the Pelican case cover on my phone. For 5 days after, trying to get a hold of someone from Verizon to figure out what I needed to do since I had the phone only for less than a week and the back camera screen shattered, and I did not think it was fair that I already had to put an insurance claim on it.

I called the Warranty center as well as Customer service center. No one could give me a straight answer and just kept tossing me to someone else and someone else after that. I wasted so much time & gas driving to these stores that I was told to go to by the Customer service center just to walk in and be told nothing can be done and you need to put an insurance claim on it. It came down to Verizon Wireless having to connect me to LG company itself. Which at that point I still thought was a load of ** since only having the phone for less than a week. Why couldn't Verizon do anything about it? Oh, that's right it's because all they give a damn about is making commission off selling the phone, and overcharging for cell tower service!

Anyways, this phone has to be a manufacturing error, maybe from elevation changes or the screen was already slightly cracked and the Cedar City rep didn't take notice. Who cares right? As long as they are making commission, they could give two ** less how it left the store. What it comes down to is Verizon Wireless Customer Service is the worst if I could I wouldn't rate it any stars for how piss poor I was treated. It came down to filing an insurance claim through Asurion and paying my $150 deductible, so now I am down $350 in 10 days of upgrading this phone. I also learned from watching reviews on this LG G6 that they tested the dropping durability on it. These LG G6 didn't even have a case cover on them when these tests were performed and not once did I see the glass between the two cameras shattered.

I will also be leaving reviews on LG, Pelican case cover, and Assurion. I don't feel that it is right that I am having to pay again to replace my phone after 4 days of having it and the camera glass shattered. All I know now is Verizon doesn't give a damn about anything besides making commission of selling the products and overcharging customers for cell tower service!!

Needless to say I was not happy being mislead. It seems odd that the sales person did not know that the offer was no longer valid and that their signs did not reflect an expiration time for this offer. I contacted customer service to chat online which was very difficult to do and I connected to Charlie. After explaining everything to him and being online for about 45 minutes, the Verizon site timed me out. With much difficulty I found my way back to customer service and was next connected to Nikki although I specifically asked for Charlie.

I was on the internet chatting with Nikki for approximately another hour and she didn't seem to be able to read what I wrote as the questions she asked were not relevant to the data I was being asked to supply. I was asking that Verizon honor the offer that was made to me in their store. Since I wasn't a new customer they had no interest in helping me. I finally had to ask for a supervisor I could talk with but was never given a name. I have been a Verizon customer for over 20 years and have been left very dissatisfied by my experience today with Customer Service.

We got another bill and then a threatening letter in March 2017. We mailed a $300 payment (all that they requested) and assumed that we were finally through. We just received a new billing for the current month. The phone hasn't been used or even powered on since December 2016. We seem to have no way of stopping them and canceling our account. What recourse do we have?

Fast forward a month, and my bill is now over $200 and Verizon is refusing to honor the plan that I was told I had more than once. Now I know mistakes happen but the fact is, I have spent countless hours trying to get this fixed, and get the exact plan I was told I was on more than once. Verizon needs to honor what I was told or at least give me a similar plan with the same cost. It's INSANE that Verizon made this mistake and expects me to spend my very limited free time trying to fix this issue and then I get stuck with the same bad plan that doesn't work for me and either costs more or I have less data. This is ridiculous!!!

I've been paying almost $300 for 4 lines. I've had other people tell me I am being ripped off. Unfortunately there was no way to get out of my contract except to wait it out. Well I have and here soon will be taking my service elsewhere and will never give my business again. They want your money not your satisfaction folks. Don't waste your time.

Finally I got an agent with some sense. But I thought you had to give a pin # for a change. Also I thought the agent had to confirm. The next day I got on my online account noticed a message. Whomever the person was that requested the # change in the first place had ordered 2 new smartphones. I called back again. The phones were going to their address but on my account. Took me 2 days to get this fixed. Then I realized that I no longer had insurance on my phone. The agent told me that they didn't like to insure older phones but she would see what she could do. This morning I was getting a code sent to my phone. Error. Unable to send because of a recent change. All this because of an incompetent agent. I DO NOT RECOMMEND Verizon.

Lorne decided to pass me on to a person, Isaiah, at a different phone number. So I kept Lorne on my house landline while I called Isaiah on my cell. Things went from bad to worse and before I knew it both calls collapsed. I decided I’d had enough. However, Isaiah called back and we managed to consummate the purchase of the phone and accessories. That was two days ago, April 22nd.

The phone arrived earlier today and first chance I took it to my closest Verizon store where I was told they would facilitate the transfer of contact, apps, etc. to my new phone. While waiting for the single service person to finish off with another customer, I perused the phones on display. I was shocked! In addition to the Samsung Galaxy S8, there was a much larger display Galaxy S8+... Much more to my liking. The store person advised me to go to a corporate store where they would have more ability to swap things around and give me what I wanted. He put me onto the store at the Washington Square mall. By then, I had to negotiate heavy rain but managed to get there.

The store is huge, had no customers and at least four service people... maybe it was six. The treatment I received was obnoxious as they let me know from the very beginning they were not going to help me. The main person with whom I began, scoffed at me... Said they couldn’t take back a used phone and sell it for new. His manner was insulting, while the other sales people present seemed highly amused.

I was about to exit the store with intention of sending everything back to Verizon, when, with some difficulty, I managed to put through a call to Verizon customer service. Standing in front of the store people, I told the woman what had happened. She asked me to put the person on the phone. With much enjoyment, he refused. Finally another store person took the phone. Not getting anywhere with these people, the customer service woman, asked me to hold while she talked with her superior. I waited and waited until I realized the call was terminated. The final chapter took place at The Postal Annex where I had the phone and accessories returned to Verizon. I look forward to the day I can permanently sever contact with Verizon.

This company is too large and too bureaucratic to provide quality customer service. I was transferred to 4 different people and put on hold multiple times, only to have to repeat my request 4 times. When I asked who I could write to or talk to, I was shut down as only "Scott" - Code SLA... I guess my account is the "collateral damage" as a small unhappy residential customer for such a large company. If my business doesn't matter to them... they don't matter to me. See ya, Verizon. Your inability to compete in the residential email space is the first indicator of your longer term business impotence... Verizon is on the path to become the new Blockbuster and Blackberry PDA. Here comes Netflix, Amazon, and Hulu. #rememberacompanynamedverizon

HOWEVER, with $45 + tax per mth plan, if I cannot get stable incoming calls, that's DIFFERENT story. Sometimes my phone rings 3~4 times, then go to voice mail, just like any phone would. Sometimes, phone only rings once, even before I had a chance to pick it up, then go to voice mail, with or without caller ID on my log, depending on time or day. Sometimes it doesn't even bother to ring and goes directly to voice mail, again with or without caller ID on my log. God only knows how many calls I have missed so far because some calls just came and went even without trace. Explanation I got from 611 this time was it has been 'network issue'. I asked for plain language. So my understanding from 611 is my device has not been connected to VZ's antenna properly all this time. That's why I have been getting 'spotty' incoming calls. WOW.

First supervisor I talked to, named 'Jesse' (I got her ID) babbled a lot of stupid stuff which I couldn't understand. Basically, she tried to turn the table on me and to blame me for incompetency of VZ. Whatever. Since I didn't get satisfactory answer from the 1st one, I called again for 2nd supervisor. Her name is Erica from NC, who claimed she is one of supervisor and refused to give me her ID#. ("I don't have one. I don't know. Why you asked? Erica from NC is enough, blah, blah.") Then hung up on me and blocked me from reaching 611 live agent again.

So my questions to VZ are 1) What have I paid $45 + tax per month for all this time while I could not even get the most BASIC service, which is getting stable incoming calls? 2) Is my phone really fixed? 3) It seems quite clear to me that Verizon Wireless doesn’t value ‘prepaid’ customer as much as ‘postpaid customer’. Is this your way of saying, “If you want fully functional service, including incoming calls all the time, switch back to ‘postpaid plan’”? 4) Have you considered to cut down on advertising budget and use the resources to retain existing customers by providing proper service, which is non-existent at this point? VZ wireless is a JOKE, really bad one.

The third replacement arrived with a completely blown speaker and was unusable. I spent 45 minutes getting them to remove the $20 overnight fee for an unusable phone. The fourth phone arrived with distortion on the speaker as well. LG has admitted they manufactured a number of LGV20s with bad speakers. Verizon refused to send me a new phone out of the box. After three hours, they finally agreed to send me a low end smartphone to use while LG takes two weeks to repair the defective phone. I have set up 3 phones in the last 5 weeks, with two more to come. If you are with ATT and thinking about switching, don't do it. I have gone from the proverbial frying pan straight past the fire into consumer hell. Verizon should have sent me a brand-new phone out of the box not this circus game I have been playing. Over 20 hours spent on switching, and I am not even close yet. Stay where you are AT&T customers.

After 4 more weeks I called on April 15 and spoke with Tony ** - **. He informed me that I did not qualify for any incentive/rebate. This was confirmed by Sequita **, his supervisor. She asked if I would allow her to try to straighten this out with Eric ** at the Safety Harbor store and that she would get back to me. After an additional week, Sequita never called back. I have not been able to reach her by phone. I have spent over 4 hours on the phone for this matter. I have been a loyal Verizon customer with 4 lines for over 20 years. The service of this company has severely deteriorated. I would avoid any authorized Verizon retailer and ONLY use a factory store. In fact I myself will be dropping my Verizon service plan and looking for another carrier that prides itself on not misleading its customers.

I JUST received a letter in the mail about device eligibility and balance... The letter was dated 4/11, the inquiry was 3/22. Almost a MONTH went by before they got that out... Real professional, we aren't even your customers anymore. We went with them initially because of our remote location and them having service, so it wasn't really a choice. I'm glad we've moved and no longer have to be Verizon Wireless victims!!!

So I tried to text to Mexico. It doesn't work. I called the Verizon prepaid support and got the runaround. La La La. I finally went to a Verizon store and the lady there was really nice but she had a LOT of trouble getting through to support and then she got the runaround. She was really pissed and apologized. The tech told her that Mexico wasn't on the list. He said I could text Vietnam but not Mexico. WTF? We looked it up on "My Verizon" and it specifically says "Including Canada and Mexico". What a bunch of **. I'm going to a Verizon store in Gig Harbor, Wa today to see if they can do anything but waste my time and try to take more money. For an additional $5 per month I can call unlimited to Mexico and Canada so I might do that if they can get the text part working first.

I think Verizon is run by United Airlines. I think their employees should all go for a ride on United. I'm sorry I don't have the receipt from Walmart or the card because the original Verizon employee kept them and threw them away. I wasn't thinking when I left. I was so frustrated. I think the appropriate name for Verizon is "Weasel Sidewinder". I will update this later. I do have my credit card statement to verify if needed. Thanks.

To top all this off, approximately 6 weeks ago I wanted to downgrade to a lesser plan which they told me was available. I wanted to pay for it then and the rep said, no, don't do that, call us when your prepaid is ending on the last day. I called, and they said sorry it is no longer available. Come on, 9 days later and you did not know the plan was going to end. I don't think so. This company has turned into nothing but excuses, misleading, keeping you on the phone for hours each time you call. Get this, when I went into a Verizon corporate store in frustration over my phone roughly the 2nd phone, the guy was of no help and then he proceeded to reach out to me via text wanting to meet me. You know the rest of the story. Totally disgusting!!! I don't need this and will not tolerate the inconsistency, excuses and a one-way street - their way. I no longer need their service and am researching other providers. BUYER BEWARE!!!

Finally we cut the cord and returned the equipment and then we will got charged for extra days of service which we did not have. We did not get credit for all the equipment that was returned, and on top of that (even after getting confirmation that our service was terminated) we got new notifications that we would keep getting billed until we stopped our service. What does it take to get them off our backs? We wrote e-mails, letter, made phone calls, and they still threatened to bill you (probably until the day you die).

I literally begged him to just tell me what I needed to do to get him to help me fix my issue. He refused and told me he was going to disconnect from my call, which he then did. If I weren't so busy, I'd have gone down to the nearest Verizon store and attempted to shove that watch (and phone) right up someone's **. If you're looking for new cell phone service, I suggest you go elsewhere.

First and foremost they lied about the service and then they stole my money! I'm very upset about this. No, I'm more than upset, I'm pissed and for one comment I read on here that says all she read was bad reviews. Well maybe when she gets done kissing their ** thinking they won't stab her as soon as she turns around and forgets to pay that over priced contract she is stuck in then she may feel like the rest of us that are being ripped off, cheated and lied to!

I complained that they broke the lens but they insisted they didn't. I told the young lady to replace the phone which I only had for a month. She told me there is a $150 deductible but the insurance doesn't cover the camera so I asked to speak to the store manager. She said there was no manager there so she called another sales associate who inspected the phone and said this was dropped. I told him I never dropped the phone, I only have it a month, the young man was pressing it trying to force it into the case and cracked it. He said "we handle phones all day long. This was dropped. Pressure from fingers didn't cause this. This is gorilla glass and withstands a lot of pressure. The led light under the glass would have broken before the glass lens would have." He then handed me back the phone. I explained I looked over the phone before giving it to the young man and the lens was not broken.

I watched him pressing the phone into the case trying to seat the phone flush but couldn't do it. I watched him pressing the lens with his thumbs. I said I'm certain he didn't break it intentionally but he did break it. I watched him do it. The sales rep said no it wasn't broken by pressure, it was dropped and he wouldn't do anything about the broken lens. It was my word against the three of them. I purchased the Moto Z Force Tech 21, Impact Case and a 2.4 amp Car Plug which he gave me a 50% discount for.

I appreciate the discount but that hardly makes up for breaking the glass on the camera lens. Shortly after receiving the phone back from the sales rep a small piece of the glass fell out and the rest of the lens is now loose. What's interesting about that is it's in the shape of a finger nail. I felt robbed and insulted having been basically called a liar to my face. Verizon I am looking at plans with T-Mobile. I hope the cost of replacing a phone, that your people broke, was worth losing my business. Can you hear me now.

For 3 days I've told them to send us a bill!!! Today I tried chat and initially thought I might get somewhere but no they said I wasn't on the account and gave me the link so my husband could add me. It was ok to talk to me when they wanted me to pay the bill. Guess what he can't get into his account because it's closed. They just keep you running in circles. I'm pretty sure they don't give you this much trouble when they are opening an account. I have never had such horrible customer service. I would not recommend Verizon to anyone!!!

After my conversation with Verizon representative, I was left feeling cheated, scammed and disappointed in the lack of customer service provided. It is not the responsibility of the consumer to make sure employees are providing accurate information or following through on their promises. That is the responsibility of the manager and he has set a VERY low standard of service.

Verizon Wireless Is Perfect For: A powerful, Unlimited CDMA (CDMA is so much more powerful then GSM!) and right now in 2017, LTE network. You can use apps to Tether and turn your phone into a Mobile Hotspot. Great American-Based Customer Care. Who really try!!! Awesome Phones, like my Motorola Droid Force Z. (Giant) Network size! I have NOT been to a place yet, with no coverage and I have been all over the USA. Truly Unlimited data! I'm not going to mention my usage, but Verizon has been okay with it so far. I could go on, but you really should post your (Positive) reviews, as well as any (Negatives). I really do love my Verizon Wireless service!

I called rebate center then they said "give us two days and call back" and I did. Then they transfer me to customer Verizon rebate and the lady made me wait more than 57 minutes on line back and forth saying "I am re instated your balance." Then she told me "I will transfer you to the card service department to go over issuing another card or add the balance to the same card." Then the lady from the card department said "we are sorry we can't help you. Basically you lost that $254.75." Very bad service, misleading and make you waste your time and energy. And after that another like 45 minutes for a supervisor that never came to line. No wonder they have less than 2 stars. Am sure if we allow to zero starts they will get zero always. Promise you Verizon very soon switching to Sprint.

First bill shows up and it $75 more than I was told. Internet sucks, always buffering. Contact Verizon on the phone an a hour later it's supposedly fixed. Next bill shows up $110 more than it's suppose to be and I'm being charged for two phones. When I call Verizon they say I owe on the phone that the store messed up. Why is this my fault? When I call the store they say Verizon needs to fix their mistake, they did everything right. I don't care. I want out and they say only way I can get out is to pay $880 for one phone and $780 for the other phone. This is **!!!

But here is the kicker. I had chatted, talked and even went to a Verizon store and they still gave me the runaround, passing me off from one rep to the other and then promising a replacement phone was on its way and guess what No it's not- just was lying to me to get me to stay with Verizon and wanting me to think that my issue was solved and come to find out it's not. Still have no replacement phone and Verizon will not help solve the issue - Just leads you to believe that you are getting a replacement when in fact you are not.. This is 13 calls, chats, and contacting Verizon and 2 hours on hold with Motorola and dozens of Agents and that's all in 3 days. So if you like the runaround continue on as for me- Just fed up with this nonsense and the lies that Verizon reps tell just to get you off the phone. Sucks that is for sure. This has been the worst Verizon experience I have ever had with them and Not happy at all.

I then called to inquire about the unlimited plan. Upon discussing it with the young lady she said it would be 85 dollar flat fee. As soon as she changed it I requested it be changed back since I wasn't sure I was going to even need it and I wanted to wait until the new billing period, she said she could not adjust even though it was less than 30 seconds. When I got the bill, no surprise, the bill was NOT 85 but 95 so I called again. This call was to "Myra" and her floor manager Craig and since I had been misled so many times prior, I recorded the conversation.

At the end of the conversation when I wanted to discontinue the NO CONTRACT fully paid account Myra explained I would have a 113 dollar bill. When I asked for what she said for cancelling so I told her I had a no contract in writing sitting in front of me. She said it was for services and I explained I had paid for all services rendered and she said there was nothing she could do. I asked what the bill was for, she could not come up with anything. It was then that I explained I had been recording the call and I recorded the floor manager telling me there was no balance and a credit of 35 dollars. She eventually came back with that credit and a cancellation of the services. When I got off the phone, due to so many prior misrepresentations, I chatted with an agent and confirmed the account was closed with a 35 dollar credit. I had that chat emailed to me as proof.

The next morning I wake up to an email informing me that my service was SUSPENDED NOT cancelled as I had requested. I called AGAIN and asked for the status of my account and it was confirmed that it was suspended NOT cancelled as I had requested. The CS agent said she cancelled but I asked to speak to a floor manager so I could once again confirm. I was never put in touch with a floor manager, my number was taken and I was promised a callback and no one ever called back. The floor manager did send another email to confirm disconnect of the service but never confirmed the negative or zero balance. At the time of writing this letter I still am not sure if the service is disconnected as of today and if I have a zero or credit balance. I had Verizon many years ago and NEVER had these issues. I have never had these issues with any provider. These were the most unethical practices I have encountered when dealing with a company.

Problem 2: My phone still paying for it and no, no insurance, that's another scam. So I found a phone on Craigslist. Apparently it was blacklisted, suspended my line. My bank account, my PayPal, and my iTunes are inaccessible at this point because that number is linked to all of them. I can get NO ONE on the phone to help. Come the 30th, I will welcome the "interruption" in service because I am going elsewhere. They have the most frustrating customer service system I have ever encountered. EVER. Am I allowed to give 0 stars? Piece of advice to anyone who has not gone Verizon... DON'T! 230,000 rewards points, ha. That program is a complete joke! Sorry this had nothing to do with an order.

Imagine my surprise and anger when I received both a text and email from Verizon 3-23 thanking me for and confirming my payment. I immediately got on the phone with CS telling them my payment was not scheduled until the 26th and they'd even sent me an email saying it wouldn't, yet they turned around and did it anyway. The rep had seen what I was talking about but had to transfer me to their financial department. The lady had no answer why they'd done it, she had proof I requested and was granted, which I demanded a refund for. The lady said she'd process my refund, but it'd take anywhere from three to seven days for it to be credited back, which could've been after the 26th.

Right after I got off the phone with Verizon, I called my bank, who delighted me with the news my payment had actually been taken out the normal date, costing me $29 more on top of my bill and putting me even further in the hole. Knowing making another payment would be absurd and possibly cost me another $29 and more junk mail from the bank, I called Verizon back to tell them not to bother refunding me. I questioned why I was immediately notified right after a payment had been deducted, or received before, but not until the day after this time? Of course the lady had no answer for that, either.

Being on auto pay turned a $117 bill to $146 thanks to their inept customer service, which I believe I should be completely refunded for. After this nightmare, I wasted no time canceling the auto pay option on my account. I could've gotten myself out of the hole and the bill paid the date that was agreed on, but courtesy of Verizon, I'm in a hole much harder to dig out of than it'd have been if they'd done as they said. Whether I ever enroll in auto pay again remains a big question. It certainly won't be for a while.

Next day, email from Verizon's fraud prevention team stating the order cannot be completed until I call to verify the purchase. There's a phone number, with instructions to choose option 3, then option 1 to verify purchase. Wow is Verizon actually helping me in my hard won credit repair struggles? So I call, option 3 is to change my plan or add data... OK well maybe... Press 3... 'To cancel or suspend service press 1...'

Me, being the doofus I am, decides I probably did something wrong so I hang up & try again. Nope same options. I listened to all the options the second time & nothing about fraud prevention or verifying a purchase so I press 0 for customer service, "not an option, please make your selection again." Press 0 again (yes I know not an option but it usually works on automated systems right?). Not Verizon. "We're sorry you're having difficulties, goodbye." Did I just get hung up on by a computer for having difficulties? Damn skippy I did!

Third calls the charm right? There are no options for 'other questions' so I decide technical support is my best bet for a real live person and after going thru the automated suggestions to solve my tech trouble, score! I explain "I realize I am not talking to the right dept. so could I please be transferred to fraud prevention." I am placed on hold & transferred but not to fraud prevention to billing. No big deal, these things happen, I explain again that I need to verify a recent purchase with fraud prevention. Hold & transferred to sales... Hold & transferred to technical support. Hold & transferred. 50 min of musical depts until I'm left on hold so long I guess the system booted me.

I visit the liquor cabinet, briefly consider calling my teenage neighbor for some weed & bravely dial Verizon again. I wish horrible, vile things on the automated lady, then make myself smile & talk nicely to the latest poor soul that voluntarily walks into this place everyday & calls it a job. After verifying my name, phone number, problem, order number, location number & ticket number for the umpteenth time I am placed on hold & transferred (betcha didn't see that comin!).

Once, twice, and holy **, did you just say you're in fraud prevention? Yes!!!! I'd like to verify my recent purchase of a new prepaid phone please. "Oh well we don't require verification for prepaid services or phones." I have serious WTF face while remaining calm & ask if she can tell if the phone is being held or shipped or possibly waiting to be transferred. "Looks like it's being held & the system won't let me release it until you go thru the verification process, but you're prepaid so that shouldn't even be possible. Let me get a supervisor." Really? A supervisor? Yes please! 10 min later... "Mrs. ** this is Julie again & I talked with my supervisor, unfortunately we are going to have to go ahead with the verification process so the system will release the order..." "Sure no problem, anything you need so I can get my new phone, thank you so much for checking..."

Verification consist of 3 questions, #1 When did you purchase the property on blah blah lane? Never, I have no association with any property there. #2 What color is the Toyota Camry you purchased in 2013? I have never owned a Toyota. #3 What month is Jill ** (same last name as mine) birthday in? I do not know a Jill **. "OK great the verification process is complete & you have been approved (Whaaaa???) Give me just a min to get this released & OK you should be good now. Confirmation # is blah blah blah..." "Wow thanks!" I send a quick heartfelt thank you to above & quickly get off the phone.

You think this story is over but it's ready to begin. Singing Paul Revere by Beastie Boys... Check my email & there's 1 from Verizon, "Your recent order has successfully been canceled." More WTF face... Fine I'll just go to the store tomorrow & get 1 there even though they are bunch a pushy ** that morph into bigger ** when I won't budge from prepaid but I digress. Next day a new email from Verizon, "Thank you for purchasing the new LG, your confirmation # is..." Immediately followed by another email from... guess! I bet you can't... Fraud prevention team!!! Same number, same instructions, option 3 & 1.

Whatever! The dang phone can sit in limbo until it crumbles but wait, I wonder, surely they didn't bill me... Oh yes, yes they did & not just once but twice! 2 days, 3 phone calls to Verizon, disconnected or accidentally hung up on twice, and I was always polite. I never yelled, raised my voice, cussed or resorted to poking pins into a voodoo doll. I was probably short with the last four people I talked with and in tears begged Max, "please don't transfer me to a fictional dept that doesn't actually exist."

He did transfer me but he also stayed on the line & after answering 3 more fraud questions that actually did pertain to me. He jokingly told the girl there I had talked to every dept even inter-department departments that customers had no business being transferred to. I even got an employee telephone number but since I don't have an employee ID number I couldn't get past the automated system. We all laughed, even though mine was thru gritted teeth. I thank them all and am assured that one order will be credited to my card & 1 will be shipped the following day.

I'm giving new order & ticket #'s & head back to the liquor cabinet. My phone rings & it's Max, who apologizes for calling but wishes to let me know the prepaid calling plan I'm on doesn't exist anymore. There's a better one, more data (double in fact!) & cheaper than what I'm currently paying... so I'm paying more for a service Verizon doesn't even offer but no notice was ever sent? Basically, I feel Verizon has been stealing from me for several months.

All the other BS can kinda be explained by human error, laziness & computer glitches but this is no glitch. It's fraud, it's unethical & it's just plain greediness. I was appalled. I thanked Max for calling & for being so sweet to even care about my nonexistent plan but I would not be changin my plan but I would be changing carriers. I finally ended up having to go thru my credit card company to dispute the charges for 2 phones because Verizon never did credit them & bless Capital One for making that process painless as they could manage (I only talked with 1 person thru out the entire ordeal! Amazing I know!!).

I'm currently heading over to the strip mall to visit Metro PCS & T-Mobile. Wish me luck & hopefully I won't be an alcoholic before I get a new phone, preferably one that last a realllyyy long time! Please do your homework & keep good records if you decide to give VERIZON your hard earned money, big companies make their money off of the customers but could honestly care less about 1 little old prepaid account & I get that. Doesn't mean I like it, agree or think it's OK but it is the way our world turns these days. One more thing :) the people in the CS call center are just another little guy, they put in their time & go home to the same problems & stresses we all do so please keep that in mind when you bite the bullet and have to call the customer service line. *Shudder*

An another problem I am now having is that our wifi keeps disconnecting from our mobile devices, and none of us are excited to have to call them and try to get someone to help us with our problem. We all know the process of calling them we wait on hold for what seems like forever to finally talk to someone who will end up telling you that fixing the problem will cost you money or a lot of your time. And once you get off the phone you will feel like you finally accomplished something when truly you didn't.

I am so fed up with Verizon, the other day I was on the phone with someone and they told me I had to go into the store to get my problem fixed, once I went into the store I was told it will have to be done on the phone. I am tired of the constant back and forth and having absolutely nothing done to help us. And anyone who has Verizon knows how much you have to pay to have it and yet it is not worth it. We pay $340 a MONTH, (just for the phones) and yet we still have issues with our service. Call me crazy but I think that for 340 a month I should have amazing service.

Well I paid $900. My monthly premium goes up and down, Fasolino customer service absolutely technical support and as you can see by this communication words that spelled correctly because of my disability I use voice command on everything. When they got me screwed up on my phone with Microsoft they took that away from me too for months now.

Since November I've been battling this, I feel all three classes and getting help me. I finally got it after I paid for the phone and got it set up Google Now. Another Choice another alternative phone called me like 3 times a day or whatever I can try to call them back. There is a bunch of Lies this one with me. My name is Diane **. I've disabled, paid a lot of money, this company a tendon finally reasons in Texas and a lawsuit. Treat somebody else everyday stress. Now set up my data plan. I couldn't get into my emails because I didn't know that they were Johnny on it to sell me the product. That's all they do is shove product down your throat Services Oroville Wi-Fi connection.

I called back about 2 weeks later after having more issues, and was advised that the issue was being sent to tier 2, and they would be in touch. Soon after, I received a message stating the results of the testing, and it was found that service was less than optimal in my area. I contacted customer service to see how to proceed, and was advised that I could change service with no ETF as long as I returned the phones to a Verizon Wireless Corporate Store. I changed services on 12/16, and returned the phones to Verizon on 12/17.

About a month later, I began receiving bills from Verizon, where I was being charged $1400+ for ETF's for each phone and a iPad. I did not think anything of it, because I was advised by the rep that it could take a few weeks for the account to be adjusted. I finally called after a few more weeks when the bill hadn't changed. I spoke with a rep who stated that the phones had not been returned, and I needed to contact the store. I did as advised, and was told by rep that he found the issue, and would have it corrected ASAP.

2 weeks later, called to follow up, and miraculously, the store had no recollection of the phones ever being returned. I was basically called a liar, told that the only way they could adjust the account was if I "found the phones." I contacted the BBB, and was contacted several days later on 02/13/2017 by a rep from Executive Relations, who advised me that she would "credit" the account for my troubles, and she would send a response to BBB with the outcome, and generate a final bill since I switched in the middle of the billing cycle. I knew that the bill would be roughly $150-$200, so I waited for the bill. Never received it.

On 03/07/17, I received a call from a collections agency on behalf of Verizon. On 03/09/17, I received correspondence from the same company. I filed another complaint with BBB, and sent an email to the same representative with executive relations. I was then contacted by the rep, who stated that the final bill was generated on 02/18/17, and since there was no payment (within 2 weeks) the account was placed in collections status. I was advised that it was sent to collections because it was the left over balance, and I was responsible since the bill was generated. The only way for the account to be taken out of collections was for me to pay it. I have had nothing but trouble since I switched from Verizon Wireless, and I have been made out to be a "liar," and an account was sent to collections, with no final notice or bill from the company. I will NEVER switch back, nor do any future business with this company.

Two or three weeks later, I get a call from an automated system giving me a "friendly reminder" to check my account. So I call up, they can't find my account under my name, phone number, social, or address. They say it could've been a mistake. One week later, same thing. I check again, same scenario. So this proceeds on for a month or two until finally I receive two bills dated within 4 days of each other. One for $78, the other for $184. The $184 is a termination notice, which is great because I don't even have their service and haven't for several years. But, now that I have these documents, I finally have an account number they can pull up! So, I call up Verizon, get another Middle Easterner who can understand me just about as poorly as I can understand him. It's worth noting, that it actually took me an hour to get on the line with him, because a call was dropped from both my phone, and my fiancee's phone after 20 minutes of holding for each of us.

This guy cannot seem to figure out anything I'm trying to relay to him despite me doing a damn good job of maintaining my patience. Finally, I feel myself starting to snap, and I know how quickly these customer service reps will shut down on you once that happens, so I ask if he'll talk to my fiancee, who may I note is a certified therapist. One hour later, she's as frustrated as I am. And then finally, after resolving NOTHING, he says he'll call us back in 40 minutes, refused to let us stay on the line. And surprise, surprise, Joshua never calls us back. So now I'll start this whole process again. How horrible an experience this has been.

And, their managers were anything but helpful. They made the stupidest arguments and questions to just pester us and they never actually helped us or told us about the fees and other things. Don't go here. These blood-sucking, evil jerks will just wipe out your money and time, and not care about it. If you want agonizing hours of wait time, idiotic "helpers," and then get bombarded by hidden fees from every corner, while getting not-so-good coverage, this is the company to go to!

Fast forward to March 14... My fiancee in another country was VERY sick! I tried several days prior to call, always interrupted by standard message saying my call could not be completed. Not understanding, I began a 4 hr journey thru communication HELL! After several layers of NONSENSE, what was discovered? I found I had NOT followed the agreement with representative in late Jan. I agreed to make payments every 3rd of month and SINCE my payment was 48 hrs EARLY... again... EARLY, and NOT adhering to original agreement, my overseas PLAN had been suspended for 90 DAYS! After 4 hrs of TOTAL NONSENSE and FRUSTRATION, they presented 2 option. #1 Ask someone to use THEIR phone! #2 Rent their SPECIAL daily program and everything would be resolved!

This is my strange, but TRUE "FOGGED" fiasco journey thru the NIGHTMARE. Twilight Zone of business HELL! The # 2 COMMUNICATION company (ha ha) WORLDWIDE had certainly sent a VERY STRONG message... much safer to ALWAYS be LATE! NEVER, NEVER EARLY! Subscribers BEWARE! Sincerely WITHOUT LAUGHTER! PLEASE let me show this "journey" again to any USA Today representative. UNBELIEVABLE!!

My options were to FIX, the non-working phone ($90) and return it for a new one OR pay $199 for the deductible, since it was blemished. Umm - WHO pays for all the trouble I have gone through, dealing with a phone that has obvious software issues??? Who pays for the trouble I have gone through trying to recover my contacts? WHO gives me that time back? Isn't this phone worth $800??? Shouldn't it WORK?? NOT satisfied with my options. NOT satisfied with Verizon customer care. Not in the mood to throw MORE money at them.

They will not honor a single thing that I signed up for! I was told my bill is 180 and "if you go home and do autopay you will receive 10 dollars off," sounds great right. Until you find out you have been upsold and upcharged by 70 dollars to receive a 10 discount. I would like to send everything back and switch to T-Mobile but now I am stuck. Does anyone have any ideas on how to close my account out? I am paying over 3,000 dollars a year for two phones, this is ridiculous since the phones were 50% off, so the bill per month for two phones is 26 dollars then outrageous charges to cover giving a discount. I would like to toss Verizon in the trash for misrepresentation on my plan, I have the new unlimited data and was told I was getting a discount on my data, but they tossed my grandfathered deal on data in the trash as soon as I switched to the autopay so they can drain my bank account, I am very unpleased to say the least.

Apparently when I called them back in Feb 2016, they extended my contract by one year without informing me. I have spoken to a Verizon representative and they found nothing that proves that they informed me of a 1 year extension to my contract, yet they will not drop the $150 fee. I am refusing to pay it as I believe this is crooked.

Every time we call we are given a date it will be received, the date comes and goes with no payment, we call and are given another date and so on and so forth. We have spoken to managers who lack any sort of customer service skills and offer no help. At this point we have paid AT&T our cancellation fees out of pocket to avoid the account going to collections and continue to fight Verizon for what was promised. Overall the company has terrible customer service, lack of knowledge, and absolutely no follow-through.

I paid the down payment first two months, delivery charges, etc and after the first three months of payment I was to be reimbursed for the payments I had made... then I would be charged each month for each phone but on the same bill I would see a reimbursement. Of course this never happened. I have called and talked to so many people I lost count... many have admitted to Verizon's mistake and reimburse me for the moneys I paid for the phones only to charge me for what I was reimburse the following month.

I have been told they would stop charging me for the phones but they don't. I've been told many different stories. One harassing manager said she would stop charging me for the phones and start charging me another $20 per month for each phone instead. One manager managed to get Verizon to stop charging me for one of the three phones and give me a partial reimbursement for that phone. I'm sure at some point they will charge me for that again. I had an attorney write a letter so Verizon called me. The lady said that promotion doesn't exist... these people are con artists and bullies. As soon as I can I'm taking myself and my 5 phone lines somewhere else. For now I have to keep paying these con artists.

Why do I have a due date for the 15th if I have to pay my bill before that due date? I like getting my bills paid on the day I receive my paycheck. I'm not going to schedule an autopay to withdraw from my account 2 days before I get paid? This isn't rocket science, Verizon. You need to be more flexible with your customers. If I get paid on the 30th, then I have to wait 9-13 days before you will extract my payment when you could just withdraw the payment on the 30th before my payment comes due. By the time the 13th rolls around, my funds are getting low until my next pay day on the 15th. It's just not a convenient option. I will say that the customer service agent answered all my questions and did a good job on her end. I don't fault her for Verizon's poor auto-pay policy.

Now the worst part is that Verizon screwed us & we are entering our 4-5th month of still fighting them! They are trying to charge us almost $500 plus $5 late fees for each month involved & add extra charges like fees & taxes due for each month! So, realistically I have no clue of the total amt in question. I traded in my iPhone 6 plus & it always was in quality case w/ ZAGG screen protectors, the best! There was not even a slight scratch or scuff anywhere & def NO cracks! I took photos of my phone. But to Verizon it's my word against those unseen investigators. They now say it arrived damage but they no longer have the phone to give me or prove damage! They claim one photograph was taken of each side immediately upon opening and typically no further investigating on the actual phone is done other than 1-2 photographs. I HAVE PHONE RECORDING OF ALL OF THIS FROM VERIZON THEMSELVES!!

Now even after I have repeatedly ask for proof & they state it can only be mailed, I've still rec'd no pics! I can't seem to get that infamous picture! Each month we deal w/ min of 3 hrs on phone & sometimes 3 & 4+ calls a month - because they are trying to disconnect our service repeatedly. We've been a valued customer over 8 yrs & NEVER have I returned or exchanged a phone w/ warranty that wasn't in mint condition. All I get is the run around & more BS each month. Now of course I have my new phone from November 2016 & now they are trying to make me pay the second 12 months for my old phone! Then there is this trade in scam where it was stated after paying a yr we would get new one w/ Amt pd to date to be credited. Basically I just ended up leasing a phone for 12 months & that $$, flushed down the drain! Their iPhone trade in is the BIGGEST SCAM ever in history of cell phones!

No doubt I fell for it hook, line, and sinker along w/ 100's of thousands of other loyal customers, or I wouldn't be writing this complaint. Verizon IS making a KILLING IN THESE UPGRADE PHONE DEALS! Think about it. I personally pay average monthly payment of $40 in the new processes of getting a new iPhone. Then promised, next yr you Get FREE UPGRADE to newest iPhone. Hmmm... It is NOT FREE GUYS! You lose 12 months of payments & it all goes to VERIZON. Plus they could just decide, even after you rec'd your phone, like they did you, us & many others, to not honor the deal as stated! It is the biggest scam of all times & they are profiting big time!!! Think about the millions of customers w/ Verizon, w/ iPhones and you get huge amt of money going to them. I paid just under $500 to basically what I know now to be LEASEing a phone!!!

Now add 100,000 customers minimum who all did the exact same & you & I both know they have way more iPhone customers than 100,000! Anyways, I LOST $480. Now multiply that number & you get $48,000,000 million dollars that ends up in their pockets & Apple as PROFITS! I have been stunned people & to make matters worse they are trying to get more money from me!!! What can we do? Verizon is making a killing on this program & when I finally realized what happened... they already had my old iPhone 6 plus & I had iPhone 7 plus. Like you I mailed old phone back. Now they are telling me it was my fault because I mailed it back in THEIR enclosed envelope w/ their self addressed label in an envelope that shocked the post office vs in the boxes they use to use for mailing back phones.

Like I said, even my post office commented on packing but also stated that I could not use the self enclosed label on anything else but their envelope per the PO & if I didn't use Verizon's label we could have tracking issues, etc., since info in bar code was related to info w/ my phone & my account! I never ever was informed on having to purchase phone insurance & there was no papers in box w/ new phone other than return label. Heck I even pay for a top of the line ins which guarantees replacement of damaged, lost or stolen phones!!! Anyways as I've stated Verizon found a way to make BIG $$$. They are trying to collect basically another $480 from me (basically the 2nd yr of payments) plus $5 late fees each month since Nov plus charges & taxes. Now let's talk trade in/FREE upgrade iPhone deal. We pay 1st yr of payments avg $40 each month & like many customers we believed that the amt pd would be credited onto NEW iPhone 7!

So again, we are leasing a phone and they make millions! It is the biggest SCAM I've seen & they are getting away w/ it! Then add people like us where they refuse to accept the trade in phone & try & collect more $$! UNBELIEVABLE FOLKS! We know they have more than 100,000 iPhone customers on this plan! & again let's just take the avg $ pd 1st year - $480 x 100,000 trade in customers & you have $48,000,000 million they profit on this deal! WOW! This is unreal when you begin to add how many Verizon customers bought into this! You can bet it's way over 100,000 iPhone customers! Now they say my iPhone 6 plus had some damage in corner when my personal photos show mint condition! Verizon checked in phone, takes it out of envelope - takes 1-front photo & 1-back photo & sends phone on its way off to an Apple service?

No more phone, no more evidence! They won't email these two photographs to me but they agreed 3 months ago to mail them via US postal mail. Needless to say, still no photos or proof of this so called damage!! I can't get my original iPhone 6 plus 128 bit iPhone back & they won't take new iPhone 7 plus 256 bit back! I even accidentally left my Zagg screen protector on returned iPhone 6 plus & (cost me $42.00) but also it did give my phone that extra protection. 8+ yrs of loyal service & never have I had an issue like this!! Verizon, up until I guess a year ago, had an outstanding way of mailing phones back and it kept phones safe in the biz w/ enclosed phone holder. To cut costs Verizon went to using a crappy envelope w/ one thin layer of padding in it a year ago! I tried in the past taking my phone to be returned back thru my Verizon Corp store but stated they were not permitted.

Verizon now says they can take them & basically scolded me for not taking it to store to return and not getting ins on it! My store, 1 hr away, stated to me this week that only recently w/in a year they had started doing this. My new phone was sent to me via them. How do customers know if they don't tell you? Nowhere in my packaging did it state I had the option to return to Corp store and I needed to purchase insurance!!! Nor would I have thought differently during these past 8+ yrs because I've had to return iPhones before typically due to tech issues but which was always mailed back in their customized box & never delivered w/ a scratch on them!! Not once! Not even w/ trace of water damage! Frankly, I even pay monthly for ultimate ins plan covering me from damage, lost or stolen phones yet I'm not covered here! Why? Because they need phone back & no one has it now!

So w/ this new trade in or free upgrade plan, they are making MILLIONS on this new plan yet still cutting costs in packaging! Ridiculous! I'm not staying w/ them if they don't resolve this issue! I can't because I can't afford to pay them!!! And it's all affecting our credit now! And I hope they take me to court over it! I wish them luck. I'm sure I'll lose my phone service yet again over this as it's been shut down even after stating it would not during the investigation. I can't afford to pay this bill (balance amt) PLUS my additional monthly bill which is $138 per month! For 1-iPhone 7+ w/ 4gigs & 2-flip phones and well I sadly can't find anyone, not even Sprint who can give me that deal! I have a disease that is so serious due to fact it can cause death quickly w/o prompt medical attention & it's imperative I can call for help!

But Verizon is managing to destroy this possibility, even after having phones since beginning w/ excellent payments, etc. & may force us to go to a service that doesn't work at my home. In fact Verizon has been only phone to work here even if it's choppy? We were customers of Verizon for many yrs when we had our 1st car phone installed!!! We did later go to Sprint but it was brief and changed service due to signal issues. We couldn't use our phones at home! W/ Verizon and a booster most of us get decent signals. So what is next? I haven't a clue. I just pray a resolution comes soon! Thank you. I do have receipt of phone purchase which says 0! I just need to upload it. Let me know & I will gladly do so.

Updated on 03/21/2017: I've contacted Verizon after my phones have been shut down and acct placed in suspension mode for third time! Each time being assured and promised while under investigation my acct will stay in good standing. I have a life threatening illness where my Drs & husband feel I need a phone available 24/7 and for almost 10 yrs was in excellent standing w/ Verizon! Each time I call we are on hold and or on the phone w/ support got 2-3hrs! Each time assured of a near resolution and that our service would NOT be Suspended. In fact, I spoke with them one evening after receiving this text: "please contact Verizon With assistance On your account and questions with research."

Well I do this to only get operator in financial services wanting MORE MONEY after sending $170 the night before!!! Then the very morning after WE called to give assistance and was assured acct still in review and we would be contacted in a couple weeks, you got it!!! OUR PHONES WERE SUSPENDED MORNING AFTER CALL w/ Verizon assuring us no worries!

During the call that evening I was told an email was sent by a supervisor of the supposed damaged phone, even though SEVERAL times in previous calls was informed that they will not email photos and cannot do it. They can only send via post office mail! Of course there was NEVER an email w/ pics received. They demand payment for a phone damaged en route w/o evidence or return of so called broken phone! Here is the kicker about this entire issue. IF & it's a BIG IF coz phone was not broke, but IF My phone screen was in fact broke I am not Stupid!! First I was in the first year warranty & 2nd I have PREMIUM INS paid monthly on that phone & my new one.

I would have taken care of that so called broken screen at a nominal fee $50-100, and then returned the damn thing to Verizon. NOT SEND A BROKEN PHONE & THROW MY INS POLICY OUT & say "OH WELL. I WILL JUST GIVE 'EM $500 vs $50-100 deductible!" Yeah & I was born w/o common sense & so rich I'd be that dumb! So here we are... No guarantee our phones will or will not be suspended at any given time because they can't get anything right. 2 - no clue of my future & balance due!

For last 3+ months my husband has paid more than what our monthly bill is suppose to be bringing balance due to $300 & something & even after paying greater than our regular bill we still repeatedly get suspended!!! Yeah, our last call w/ customer service & financial Dept. the rep. politely stated "we are going to just credit this money and you will be even!" It was like $327 or close to this amount. NO! We stated That gives Verizon money due to us & places it right in their "profits", back pocket!! After repeatedly explaining how that kind gesture is actually screwing us by not forcing Verizon to pay several hundred still owed to us PLUS $5 late fee each month & all the extra % of fees due from incorrect balances each month for now four - 5 months! When is this going to stop?

Honestly, w/ all the turmoil, stress, hours & hours on the phone, dealing w/ repeated suspensions of our acct which could have placed my life in jeopardy, repeatedly being told different outcomes and reasons in different calls! Repeated text messages stating balance due and more $$ being added in a few days! I mean come on! All the stress including emotional I ought get my bill corrected & receive the phone I have at n/c! 2 months ago I would of never thought to even ask! But now!!! 3 suspensions, countless hrs on the phone w/ several calls pleading for help, financial negatives towards us and our acct., and repeated promises & lies!

Just for your info, I even have calls now recorded of some of your reps to show I AM NOT LYING & am truthful if this Unreal & ridiculous treatment towards a customer of almost 10 years! And o KY having Sprint a few years. We were w/ Verizon for so long that in fact they installed our first car phone still connected w/ a telephone cord!!!

Please resolve this and people BEWARE OF THE IPHONE FREE UPGRADE PROGRAM! You've been warned by me and countless others! ITS THE BIGGEST JOKE EVER! Some customer Tech $30-37 back vs the $300 or do in trade in $ & some like me totally get screwed! Remember for every 100,000 customers in this deal they & maybe Apple are making an estimation of $48,000,000 dollars for those who purchased an IPhone 6plus 128 GNP & did agree trade up to IPhone 7 plus! WOW.

I also had a line ported 3 weeks ago & was told I would not get credit for the services I didn't use. It's part of the contract. I ask her for a copy of the contract for that number & she told me she would see about sending me one but she couldn't locate the one that was agreed on that line. She said I should just go to one of the Verizon stores and get it... WHAT? I've now been on the line 49 minutes. Still no one has come back to the line... I was able to write this review while on hold waiting for help. It's a nightmare trying to get help from this company.

So they transfer me to another finance department and that lady tells me I can be late on my bill and they can split my current bill up into six months of payments. I did not want to be late on my bill... that was so far beyond the point and quite frankly, the dumbest thing I have ever heard. So that lady tells me I need to speak to client care. At this point I had already taken 30 minutes away from work to be put on hold and transferred 3 different times so I hung up. I got online to talk to someone through the Verizon chat. I talked to a nice lady who said she would fix my problem and get me on a device payment plan and someone would be contacting me in the next couple of days.

Well no one ever contacted me so I get back on Verizon chat and explain my situation once again. This time, a different lady on chat tells me they cannot help me over chat so I would need to call customer service. So I call customer service and they tell me they cannot help me and that I need to go back to the store where I got the iPad from. So I finally get a hold of the manager at the Northcrest store in Charlotte NC and she tells me there is nothing they can do about it and they my bill of $800 is due March 14...

I had to do back flips and walk through flames all to be told absolutely nothing could be done. AWESOME FREAKING CUSTOMER SERVICE!! Once I have paid off the phones on my account and that stupid iPad, I will be switching!! Verizon might have the best service around when it comes to phones... but they have the worst service when it comes to customers!!!

I'm already furious I called customer service and they cannot cancel it! How is this possible? They said it can only be cancelled if the amount owed is paid in full or I submit a report for identity fraud. The wireless account was never activated, never used, yet I'm being billed $242 just for the wireless account, this is not associated to Fios bill at all. I then do the process of this report. Once I have the info I call Verizon customer service and give them the report number.

They now tell me the number is not enough. I have to send an email of this report and wait for a response reference number then call again and give them that reference number to try to cancel it. This has been a COMPLETE NIGHTMARE! Seriously have to go through so much just to cancel something I never authorized/used. I cannot believe it. On top of everything this is seriously messing up my credit score. People should avoid Verizon WIRELESS at all cost, and forget about the "good service" it supposedly provides. There are tons of other providers which are cheaper and with great service and most likely won't be a nightmare to cancel.

I called again in December and told them I wanted it disconnected and I got the same old bs "Ill get that taken care of for you". Needless to say now they say I have a 95 dollar bill for two months I didn't use and theres 52 dollars that I paid when I started it as a prepay they can't find. The things that come to mind to describe this business is, misleading, deceptive, annoying, ridiculous, incredibly unpleasant and incredibly inconsistent. I will never use them again, even through a third party like Straight Talk or one of the others. Feel free to contact me if you'd like specifics of any of these dealings with them. The only plus I can think of is when you do finally talk to someone you can usually understand them and they're fairly polite.

So far VZW has told me to call UPS, then I call UPS and they tell me I have to through VZW. I have gone back an forth with both companies multiple times. They have not reversed my charges for the phone or upgrade fee, I am being charged for something I never received. I have been a customer of Verizon Wireless for 13 years, I never would have thought that I would be treated like this. When I return home I will be switching to another provider. It has gotten to the point where, If I could have given them no stars I would have. This has been an extremely horrible experience. Thanks for nothing Verizon Wireless!

Now Verizon is saying there's nothing they can do to give me my credit. Verizon is way too expensive and the service was worse than T-Mobiles. Don't believe the hype with Verizon. Way too expensive and horrible service... both customer service and device/phone service. I am writing this after being on hold with their customer care service for over an hour now... so angry. I want to launch a lawsuit against this horrible company. They're thieves as far as I am concerned. Nothing but problems from day one.

I called Monday morning and was told it could take up to 7 to 10 days to be reimbursed. No, they can't expedite it, I asked, so basically I'm stuck waiting for them to return my money, which I need for food and gas. I had been with Straight Talk before coming to Verizon, and was overcharged due to bad cell reception, and my thinking it hadn't gone through, one time. Straight Talk was able to reimburse my credit card immediately, maybe it's time to go back to them.

Well, seven months into the deployment I am scrolling through my Hotmail account and notice an email from Verizon which states I have an outstanding balance of $505. Concerned, I contact Verizon and I am told that I was put on a temp hold not a military hold. And that they would be nice enough to cut my outstanding balance in half, but because their customer service representative didn't ask for a copy of my orders that they still had to charge me. My bad, so lesson learned. Soldiers make sure when you get deployed to do Verizon's customer service representative's jobs and insist on making sure they have a copy of your orders.

This affected my credit score and my financial situation. Called Verizon, they said that they can't do anything to change this. This is what I got after being with them for 9 years. Just for about $200 they will play with your future. Now, I'm going after them and will retain a lawyer to fix this issue. Be careful. VERIZON DOESN'T CARE ABOUT YOUR FUTURE, REGARDLESS WHAT YOU DO FOR THEM. They don't even care to gain you back as a customer. They don't need you the moment you leave them.

They said they have no authorization to pay off the device when the lady and supervisor said they could and they did that but in the end no payoff was made. Come to find out the payoff was for the Samsung Note Edge and they said to repeat themselves she paid off that phone not the iPhone. I was infuriated with anger and very upset. I told them "Could you admit that the call centers you are running are inaccurately doing proper training to your new employees and you need to re-train them because if not people will start bringing lawsuits because this company I now know commits consumer fraud." I want Verizon to own up to their mistakes and not diverge and blame it on me the consumer the customer.

Went on chat line again, gave her necessary info, she said she could not see any notation so she assumed I was chatting w/ an automated system. I told her it was w/ a life rep b/c I have two screen shots and ref chat id#. After she figured out how to pulled up my chat history, she said Brian will call me shortly... Never got a call. Called trade-in dept., he said he could read the chat history but promo had ended so he couldn't fix the problems... Will go back to T-Mobile when they have their next promo.

Nobody could figure out the phone book of charges I receive. I could get a Mercedes for what I am paying Verizon! And their constant notifications of data overage leads you on a "wild goose chase" in an attempt to purchase additional data, the site is extremely confusing. "Somehow" I ended up purchasing a new internet device (ellipsis jetpack) THAT I ALREADY HAD! Yet I still ended up with no new data and constant additional charges from Verizon for data overages. I feel as if I'm in a wormhole of overage charges. It isn't a question of whether I will leave Verizon, only when! If your thinking of Verizon for your internet services- better think again!