Verizon
Reviews and Complaints

Verizon made me wait over a month for an upgraded phone and I have spent an additional month fighting with them about incorrect charges on my line. I wouldn't have cared about the delayed delivery, except every time I called to check on the status, I was given new information that invariably was untrue.

After several weeks I was ready to cancel the order, and discovered that had I waited a month before ordering, the phone would have been free. I pointed this out to Verizon during one of my myriad conversations about the status of my order and they promised to apply the more recent "offer" to my line so there would be zero charge for the phone. Since then, I've had at least 6 or 7 calls with them during which I've gone through the same information over and over again (I'm doing the same thing - yet again - on a different window as I write this review) and EVERY SINGLE TIME they promise to apply this new offer and EVERY SINGLE TIME it doesn't happen. Just 2 days ago, after yet another of these phone calls and 2 formal charge dispute cases being filed, I finally spoke to somebody who appeared to understand the problem, have applied the necessary credits.

When there was no real-time change on my account I was told it would take a day or 2 for the credits to be visible on the account.

And YET AGAIN they lied.

I would have already switched to a new cell phone company - and taken the other 4 lines in my house with me - but other aren't feeling my pain so are resistant. WORST CUSTOMER SERVICE EVER.

A week ago, I was able to get a live agent who told me she'd need to have a SIM card sent to me and then would need to talk me through getting it activated in the phone. She set up an appointment to call me this past Friday (2/6/26) at 5:00 p.m.

EST. I waited on Friday evening, but no call. After about 20 mins. I called the customer service number but the auto prompts ABSOLUTELY would not allow me to speak to a live agent.

I spent about an hour repeatedly calling and trying different approaches, but -- in the end -- the automated voice always said, "I'm sorry you're having problems...Good bye." Oh - My - God.

I will NEVER, EVER use Verizon for ANYTHING again. They are HORRIBLE.

Dear Verizon Support Team,

Despite my repeated calls, hours of waiting on the phone, multiple emails, and even conversations with your finance department, my issue still remains unresolved. I am struggling to understand why I am being forced to pay for a mistake that was clearly made on your side.

In August, my phone bill payment was charged earlier than scheduled.

I immediately emailed your support team about the error, but nothing was corrected. Later, one of your supervisors added a $25 adjustment to my account as a so-called gift, instead of fixing the original mistake.

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After that, my AutoPay enrollment was cancelled without my consent, and now I am unable to re-enroll in AutoPay. When I signed up for the premium plan, I was told I would receive a $10 monthly discount as long as I maintained AutoPay and this discount was indeed applied during the first three months. Then suddenly, the discount stopped when you cancelled my AutoPay.

I cant understand why you are preventing me from setting up AutoPay again.

Is this $25 adjustment somehow being used as an excuse to block my AutoPay or my discount? None of the customer service representatives or finance staff Ive spoken with have been able to give me a clear or logical explanation. Ive been put on hold for hours, transferred from one department to another, and promised callbacks or emails that never come.

To make matters worse, I also want to upgrade my phone, but because of this issue in your system, Im unable to trade in and upgrade my device. The system simply wont allow it.

Am I not your customer?

Why am I being treated differently?

I am requesting that this issue be reviewed and corrected immediately. Please restore my AutoPay option, reinstate my $10 monthly discount, and provide a written explanation for why my payment and account adjustments were handled this way.

Thank you for your prompt attention to this matter.

Sincerely,

Mehmet Sert