Verizon Reviews

Your company has caused me great emotional heartache and harm. I'm not getting any assistance from your executive team. CASE 343****. Please read before you. To whom it may concern, my late husband was a customer of Verizon for over twenty years. He recently passed away 2/17/2023. I called your customer service 2 weeks after his death (03/04/2023) to have his phone disconnected, but I needed to keep my number. This is where a horrible ongoing experience started. While speaking to your representative, and I know you have all the recorded conversations that I've had with your company, he asked me for my PIN number to my debit card, not the number or the cover. I asked him why and he replied nothing will be charged, it's just to check and see if the card was valid. So I made the mistake of giving him the number. I felt uncomfortable doing that and I immediately locked my card and called my bank, which told me that the only transaction was from Force but no dollar amount. With advice from my bank, I canceled that card and ordered a new one. I immediately called back Verizon customer services and explained the prior call again, why I wanted to cancel my husband's phone. And to ask the representative multiple times if it was normal to ask for the PIN number? She finally answered no. While talking to her, I was using my husband's phone, the rep suggested that I continue the conversation with the other agent that was calling me on my phone. I told her that I did not trust that person. While talking to her, my phone screen went black, then the Apple logo appeared. When I went to open my iPhone, it said that everything had been erased. I'm still on the other phone. The rep didn't know what was happening and advised me to go to a Verizon store, which I did. I had to explain to the agent what I was trying to do, about the death of my husband and what happened. I was told that there was nothing that he could do about it and gave me the number to Apple Support and the fraud department. I called the fraud department first and explained the situation, for the fourth time. They placed my phone in a fraud account. I then called Apple Support and they made me an appointment with Best Buy. I went to Best Buy and they stated that they were busy and would not be able to help me at the scheduled time and told me to walk around the store for it would be a while before they could help me. I decided to go to an ATT store across the street. They connected my phone to the web and told me that the phone was just waiting for a number to be assigned to it, to go back to Verizon (they could have done what they did) and explain that which I did and your agent was not happy that I went to the ATT store. At the store, they placed me back on the phone with the fraud department and I spoke to three different people and had to tell each one about the death of my husband because they can't look at the file because their department locked it. After I spoke to the last agent, he explained to me that I was not on the account as a manager and that they can't help me until I bring in a certified death certificate. I had to wait over a week for the paperwork to arrive. I then went back to the store and had to explain again my husband's death and showed her the death certificate. She called the fraud department and I spoke to multiple people again. I explained multiple times that the problem is because they are locked out of the file. The agent I was talking to then told me to get a Power of Attorney before they would help me. I explained again that my husband is dead and that I can't get a Power of Attorney form. She then said to me (which was bizarre and illegal) don't you have a friend or an attorney that will do that for you? I left the store and returned home and again spoke to multiple people, explaining the reason why each time because they can't get into the file. After which, I told them that this problem was caused by them with the first phone call. They should have told me that they had to have the death certificate to transfer me as a manager of the account and that they needed to fix this. I finally spoke to a representative that said he was going to call the supervisor of the fraud department and see what the problem was. I waited; he returned and said that even the supervisor could not get into the file. Again, I was transferred to a nice gentleman named Collin and again explained the problem to him. He did email me a form to fill out and how to send the death certificate. I did this, and it was accepted on April 13th. I didn't expect a response right away, but I have not received any information since then. The emotional distress and trauma of continuous explanations is cruel. I've had to redownload all my apps and contact each one to be able to access them again. Start all over again, and the biggest loss besides losing my husband was losing 5 years of memories that I will never get back. I want my photos back! Fix this. Apple Support tried very hard to do this, but with two-step verification and loss of my number, it is impossible. I want my photos; do something.
Tonya Somera
Phone #954-477-****
Email tonyasomera@***.com

I switched four lines from US Cellular to Verizon less than a week ago and my experience has been extremely disappointing.

I was sold a Samsung phone that I quickly discovered I could not use effectively for my business. I was told I could exchange or return the device within the return period.

Since then, I have spent countless hours on the phone, online chat, and visiting stores trying to complete what should be a simple exchange.

I have been transferred between multiple departments, given conflicting information, and repeatedly promised solutions that never happened. One representative specifically told me he personally contacted the Verizon store in ***, *** and arranged for me to exchange my phone. I rearranged my work schedule and drove to the store, only to be told that no such call had ever been made and they could not help me.

I have now spent several hours trying to resolve this issue, including a three-hour round trip to a corporate Verizon location that also turned me away. Meanwhile, I am still stuck with a phone I cannot comfortably use and have had to rely on my old device through a mobile hotspot just to keep my business running.

To make matters worse, Verizon also incorrectly designated a newly added line as the primary account contact, creating additional confusion and delays when trying to verify my account.

I expected a smooth transition when moving four lines to Verizon.

Instead, my first week as a customer has been filled with misinformation, broken promises, excessive transfers, wasted travel, and an incredible amount of frustration. The issue itself should have been simple. The fact that it remains unresolved after nearly a week is unacceptable.

I am not upset because I dislike a phone.

I am upset because *** has repeatedly failed to provide accurate information or a clear path to resolve the problem. I simply want the device exchanged for one I can use and for Verizon to honor the information I was originally given.

**Verizon sent me a replacement phone that could not be activatedand left me without service for days**

I have been a Verizon customer for more than a decade, but this has been the worst customer-service experience I have ever had with any company.

My original phone stopped holding a charge and would no longer turn on. There was no water damage, cracked screen, or customer-caused damage.

Verizon sent me a certified replacement device, but the replacement could not be activated.

After many hours on the phone and in chat with numerous representatives, Verizon finally determined that the replacement phones IMEI had been incorrectly associated with a Verizon Business rental program. Because I have a consumer account, Verizons system rejected the phone with an incompatible or invalid-plan error.

Verizon opened service-impacting ticket INC01725****, but the issue remained unresolved. At one point, the ticket appeared to have been completed, yet another activation attempt confirmed that the same error was still present.

I spent well over 20 hours dealing with Verizon through chats, phone calls, authentication requests, repeated troubleshooting, transfers, long hold times, and disconnected calls. I also spent approximately an hour with a Level 2 technician before the call disconnected.

Representatives repeatedly promised proactive follow-up, but I often had to chase Verizon for basic updates and sometimes received no response for hours.

Verizon applied a $300 account credit, but even its own representative acknowledged that the credit was not the resolution. The resolution was supposed to be a working phone, and I still did not have one.

This was not merely an inconvenience. I rely on my phone for work, everyday responsibilities, and communication with an elderly parent who has health issues. Verizons mistake directly affected my daily life.

After days of escalation, Verizon finally agreed to send another warranty replacement using overnight shipping under order number 56031****.

Verizon also stated that the original IT ticket would remain open and escalated until either the restriction was removed or the new replacement was successfully activated.

I am still waiting to see whether the new replacement actually works. Verizon has promised to review the new IMEI once it is assigned to ensure it is not associated with the same Business rental restriction.

The most frustrating part is that Verizon identified the cause but still could not promptly correct its own internal device record.

Customers should not have to spend days without service, repeat the same information to countless representatives, and pursue regulatory complaints just to receive a functioning replacement phone.

I have retained the complete transcript, ticket numbers, order information, screenshots, call records, and Verizons written admissions regarding the incorrect Business rental designation.

I would strongly caution anyone considering Verizon to understand how difficult it may be to obtain timely help when an internal system error occurs. A company this large should be able to provide a working replacement phone without forcing a longtime customer to spend days fighting for basic service.

I am writing to formally dispute a collections charge placed against my account for an internet modem/router that Verizon alleges was not returned following my relocation from 10010 Moorgate Avenue, Apt 204, Spotsylvania, VA 22553, to my current address above. This equipment was, in fact, returned.

I shipped the modem to Verizon via the UPS Store located at 15000 Potomac Town Pl, Ste 100, Woodbridge, VA 22191, at the time of my move, in accordance with the return instructions I was given. I do not currently possess, and have not possessed since that time, the equipment in question. I want to be transparent about one point: I did not retain a receipt from the UPS Store confirming the shipment, as I was not advised that this was necessary and reasonably assumed drop-off was sufficient. I recognize that omission has complicated this matter, and I regret it.

However, the absence of a receipt is not evidence that the equipment was not returned; it is simply the absence of a paper trail on my end. I would also note the following, which I believe is directly relevant to Verizon's own records: I contacted Verizon regarding this matter on multiple occasions by phone and in writing, and was advised each time that my account was clear and that no equipment was outstanding. It was not until mid-July 2025, many months after my move and after I had already been told I was in the clear, that I was contacted again and informed the equipment was allegedly still outstanding. This matter has now been unresolved for approximately one year, despite my repeated good-faith attempts to resolve it directly with Verizon representatives.

Given this history, I am requesting the following: Validation of debt. Please provide written validation of this debt as required under the Fair Debt Collection Practices Act, including the date the equipment was allegedly due, any tracking or return records Verizon has on file, and the basis for reopening this matter after I was previously told my account was clear. A full internal review of the account notes from my prior calls and correspondence, which should reflect that I was told on more than one occasion that no equipment was outstanding. Immediate removal of this charge from collections and correction of any associated credit reporting, pending resolution of this dispute.

Written confirmation once this matter is resolved, for my own records. I take this matter seriously, both because of its impact on my credit standing and because of my professional obligations. I hold a Top Secret/SCI clearance as a government contractor, and I am a retired police lieutenant with 24 years of law enforcement service, as well as a former magistrate for the Commonwealth of Virginia. My integrity and credit standing are not incidental to me; they are professionally and personally essential, and I do not make representations of fact lightly.

I am requesting a prompt and thorough review of this matter and a resolution that reflects the actual facts of the equipment return. I am glad to provide any additional information that would assist in confirming this, and I request written confirmation of this message.

My wife and i live in Winnemucca, Nevada she has had verizon for a long time we went to the russell cellular store that sells verizon. She wanted to pay off her phone and purchace a new pixel so during the paperwork they said they could put me on her plan for extra $5 a month at the same time told us we could try out a verizon home internet box for 30 days free after that it would be $35 a month sounded good up until she got the next bill they added disney and something else they never talked about when we were there but the bill was $200 .

Here she paid both phones off ,before she did her bill was $70 She called you up and said it would be fixed and investigated and said she should return the Verizon home box if she djdnt want it since the 30 days weren't up yet. She took it to the same store that gave it to us they told her she needed a shipping label and would have to send it in .it was put in the original box the same way we got it. She said that was crazy they told us to bring it back to them in 30 days if we didnt want it not we have to ship it. So she left it there came home.

Couple weeks now gone by she gets a bill for $300 saying she had to pay for the box . I dont know what kind of scam they're trying to pull on us but sounds like they are trying to sell people things they do t want. And trying to snake things in your bill just to make more money hoping you dont *** or that they at least get you a month for the inflated bill .this store is so frickin shady ! You might want to look into it we are looking at other service now.

To be that blatantly dishonest is is very disgusting. Especially when she js a disabled veteran who served 13 years in the navy on a fixed income .

They took advantage of her ! Sickening on so many levels

6-20-26

Not sure how many people were assaulted by telemarketers after their phone numbers were hacked so, I've documented a shot list of calls that doesn't include a bunch more and reported it to the FCC and local law enforcement to make it a matter of record.

G.

Version complaint filed 6-17-26

6-16-26

Spam calls as of 6-12-26, 6-14-26, 6-15-26 and 6-16-26

#1. 6-12-26 approximately 12:00 p.m.

a female operator called my number and mentioned my INA supplemental insurance (Insurance Company of America) was incomplete. When I asked what this was about I was ignored and switched over to a guy who was asking if I had part A&B medicare coverage. He said it wouldnt cost me anything and kept talking. I interrupted and asked what this was about considering I was informed that my coverage wasnt completed.

I told him someone else tried to get me the extended coverage in my area but I didnt qualify. He asked when I tried, etc. so I said I wasnt interested but he still kept talking so I hung up. Thinking this was a one-off I deleted the phone number.

Shortly thereafter I got call # 2., *** at 3:47 p.m. and # 3 at 4:07 p.m. from *** and another at 4:45 p.m. that I blocked instead of logging it.

Not thinking my phone number was sold I dont remember the calls on the 13th so; on 6-14-26 I started to keep a log of incoming calls.

6-14-26 11:50 a.m. number ***. At 11:54 call *** came in.

6-15-26 11:41 a.m. another call at 12:20 p.m.*** was about house wares, etc.

another at 5:48 p.m. *** about the food media. At 6:10 p.m.*** regarding getting $180.00 off my insurance. Another at 6:15 p.m.

*** that was blocked as potential spam. At 6:30 p.m. *** from a funeral center. I blocked it.

At 6:41 p.m. ***. Last one recorded 6:45 p.m. ***.

From there I remembered many years ago there was a Do Not Call Registry so, I looked it up and filled out the forms.

Today however on 6-16-26 at 9:52 a.m.

I almost blew off a very important call from the Veterans Administration regarding a complaint to the Secretary of the VA *** thinking it was more harassing spam. FYI, Im a 100% disabled Marine Vietnam vet and former lawman retired for preexisting war wounds.

At 10:20 a.m. number *** I was right in the middle of speaking to the investigating doctor that was put on my case when my phone kept ringing interrupting our conversation so, I had to tell the doctor I had to wait due to numerous calls that have been assaulting me for days. At 10:54 number *** I got another call after I hung up from the Doc at 10:34 a.m.

When I got a notice I have a message in voice mail that went in at 9:24 a.m.

unbeknownst to me from number *** there was dead silence for over 21 seconds before I hung up.

This whole fiasco in my opinion stinks to high-heaven.

My old flip phone is all I have to the outside world and has been comprised. Someone should be help accountable.

***

I am a new Verizon internet customer as of about 06/01/26. At the time, a router was being shipped to me, but there was a delay in shipping.

As such, I went to the local Verizon store and obtained another one to get started sooner. The agent at the Verizon store told me I could request a return shipping label to send the other one back once I received it. Later, after receiving the second router (which is still in the box and unopened), I was able to speak to an agent (miraculous). The agent said I would be getting an email with a return label to ship the unused router back.

That was at least three weeks ago, and no email. Furthermore, I set up autopay from my checking account as per the directions on the website. I have double and triple checked my online account to make sure the autopay is in effect. Nonetheless, my account remains unpaid and apparently, they are tacking on late fees.

In addition, there is the threat of my account being eliminated altogether for non-payment.

Of course, they are also charging me for the use of the second router that is still in the unopened box. Customer service is painfully difficult to come by - either by chat or voice.

The word 'service' implies that some action should be expected, but in the case of both Verizon customer service online and in one of their 'authorized mobile phone stores' - TCC Kennett Square, PA - there was none to be found. The online representative could not help me at all and referred me to one of their stores, which was of no help either.

The store had one new employee and a 'manager,' but neither one had a solution to my problem, with one saying 'dunno' and the alleged manager saying what I needed to do could not be done. I was simply trying to get my husband and me both on the same account so I could take advantage of the many discounts they offer to their customers.

After over 3;30 hours on the phone and speaking to four Verizon reps., I am hoping that all the errors in billing and probable unethical employees at Verizon stores, possible fraud and definitely elder abuse also have been resolved particularly signing me up without my permission for internet service and equipment I did not order in an area that Verizon does not even have Internet service and adding an extra phone line definitely without my permission have been resolved and I humbly thank the Verizon reps. The proof will be in the credits I receive in the next few monthly bills. If not I guess it Ill be a visit to small claims court special division.

Hello,

I need your urgent help with a serious problem involving two mobile lines and my billing.

In December 2025 my family switched from Verizon to AT&T with six lines under my mothers name and tradein of our old iPhones. Four lines were successfully transferred and activated.

Two remaining lines were delayed and never arrived. We repeatedly contacted your representatives and were told to wait for the devices and then bring all old phones for tradein.

Later we were informed that the two delayed lines/devices were cancelled, but we never requested any cancellation. At the same time there was a nationwide technical issue at ***, so we could not obtain the transfer PIN in time.

Because of these technical problems, those two numbers were never properly activated with either company, and we could not use them.

Today I received notice that I missed the deadline to return devices, and I am also receiving bills for these two numbers, even though I could not use them due to this unresolved technical issue and repeated system errors on the carrier side.

I kindly ask you to:

1.Investigate and fix the status of the two affected lines (either activate them correctly or close them without penalties and device charges).

2.Remove or credit all charges for the period when these two numbers were not working and I could not use the service.

3.Confirm that I will not be charged any fees or penalties related to tradein or cancellation for these two lines, since I never cancelled them and followed all instructions.

Please contact me as soon as possible by phone or email to discuss and resolve this issue. I would appreciate written confirmation of the resolution or case number for this complaint.

Thank you for your time and assistance.

Best regards,

Verizon store light as they set up my home internet. They knew that they knowingly could not place it into our address.So they placed it onto another address.

We spent multiple hours on the phone between customer service and quote. ", Tech Support and still no true resolution. Then, they started sending repeated request to access my personal information technology, including my cell phone and my computer and wanting to see everything on it. This is considerably unacceptable and a complete and utter invasion of personal
And privacy they also threaten to shut off the internet service.

Completely lacking in professionalism and quickly losing any respect for them.

Raise prices and lower service. Lower your expectations if you decide to go to Verizon sad when ATT is a better choice.

My bill has been fluctuating to the tune of $30-50 a month. I had to call last month because it was $178 when it has been around $145.

The customer agent told me there was a credit missing. Apologies, she said it will be $138. Now this bill came, and they wanted $188, so I called again. They said one problem was I wasn't on autopay, but yes, I was; they take it every month out of my account.

So she fixed that. Then she told me two credits from last year expired, and I had to wait for them to offer me something else, but that she could lower it to $170 till next month, and the bill will be $192. She said to call back next month, and I will because my third device will be paid off. If they do not get my bill right by then, all devices are paid off.

I will go somewhere else.

I shouldn't have to call every month to get my bill down to what it's supposed to be and more than what they are offering new customers. I have news for you, Verizon: take care of your loyal people, and word of mouth will bring you new members, just as word of mouth will end potential customers!