Verizon
5.4
Overall Score
Music Love Amelia, OH
Id give them a negative star rating if I could. Worst service provider and their billing sucks. Being billed for 339 more than what I should be. Switched in December bad mistake. They in four months time I have paid over 900 in fees and service and device payments. My bill should be around 224 and well let’s just say it’s hasn’t been right. Then they turn in off and are charging me 189 for reconnect and other random fees. The dude Jordan said he would take care of it and when asking if he was and if it was going to be all or partial he ignored me and said I never asked that. I have proof I. Text messages and I should have listened to a friend when they said don’t. It’s a buck of B.S. for three phones and two are free to pay this amount and get taken advantage. At least with AT&T the Lu worked with me and didn’t double charge me like Verizon. Don’t switch. Biggest mistake l have made. Don’t be like me and get screwed with no satisfaction.
2 years ago
John Garvey Denver, CO
I can't overstate how bureaucratic and ridiculous my experience with Verizon has been. They canceled my service two days before Thanksgiving without notice because my credit card company erroneously flagged my automatic payment as potentially fraudulent. I fixed that, and restored service, but they were rude in the process. Ever since then I've gotten inconsistent and contradictory billing information. I switched carriers but that was a gauntlet because they built extra steps and dead ends into the process.
I paid my final bill over the phone because they weren't letting me into my account online, but I didn't get payment confirmation (the funds cleared my bank account) and then their internal collections branch or whatever told me I owe a different amount than what I was billed for.
I've continued to get contradictory information by different reps about the status of my account since leaving. One rep told me there was no account associated with my phone number or email or SSN even as I was receiving notifications by email that I owed them money. I have paid every bill, confirmed with Verizon customer service that all my bills have been paid in full, and yet I've been sent to collections twice. I had a non-specified $40 fee on my second-to-last invoice which they wouldn't clarify for me and I was forced to pay. I still have no idea what it was for.
I was assured weeks ago that I would not be hearing from them anymore, but collections began reaching out again last Friday. So many things have gone wrong over the last four months. It has cost me hours of time trying to clear up and I'm still fairly sure they have some unresolved back-office snaffu that's going to circle back to me every three weeks until I'm 103 years old.
2 years ago
Spark Plug Olathe, KS
Customer Service was beyond rude. I bought a iPhone 13 last year. Alot of security problems. Sim swapping and so forth. When I gave my social security number to the rep in the store to look me up, she pulled up another name under my ssn. How's that possible? I asked if I could have the name associated with my account, and she said she couldn't. I was like, that's fraud and identity theft. Since 30 days was up, nothing they could do. Apple wasn't much help either. The hacker had full control over my phone, locked me out of apple ID and emails, therefore could not use phone at all. $1300 phone unusable. Apple can'tunlock . How am I supposed to know what the the theif changed my password to?
2 years ago
Elizabeth LaFlamme Anderson, SC
I’ve never had any issues with Verizon. I recently broke my phone and they walked me through all of the options plainly and I was out of there with great help in no time.
2 years ago
Christa Bartell Palatine, IL
Alright verizon, i have been with you guys since you bought out alltel many moons ago. Couple hiccups in that time but nothing serious. Now i am about ready to drop all my devices on the counter and walk out. Heres why.
My husband passed away in December. I stopped at the verizon in Merrill WI on Monday January 9, 2023 with his death certificate and explained i no longer needed his line. They cancelled the line but said they could not take the phone back as it is not a corporate location so they had to call in and have a box/shipping label sent to me to send his phone back in. I get the box on Friday January 13, 2023. I did everything the instructions said to do as far as factory resetting the phone, etc.. i dropped the box off at the UPS store in Wausau WI on Monday January 16, 2023. I received my monthly bill which showed a balance of well over a grand. I contacted verizon via the chat option and they said the device had been received on or around January 22, 2023 approximately. They said they would update my account to reflect the device being returned and accepted. I kept getting texts to return the device. So i contacted verizon again via chat, they reassured me the device had been returned and accepted at the warehouse. Okay great, so why isnt my account updated yet? Well that can take 5-10 business days. Okay fine. Verizon agent tells me it will be updated and not to worry. Few days go by and i get another text to return the device. So i reach out to verizon chat again (this would be beginning of February now). They again reassure me account will be updated and they escalated the ticket to management. February 10, 2023 my bill has still not been updated so i can pay it, i contact verizon chat AGAIN (this being like the 5th time) i am told again the device was returned and accepted and they will need 8-10 business days to complete the expedited ticket and my account should be updated by February 20, 2023 so i can pay my bill. It is February 22, 2023 and i had to reach out to verizon chat again this morning as my account is still not reflecting the correct pricing for my phone line and the tablet line. Now i received an email from verizon financials regarding my "late bill". At this point i posted my complaint all over facebook, within minutes they told me to send them a message on facebook and someone would rectify the situation. So i send a message around 3:30pm on Sunday February 26, 2023. It is now 7:24pm and i have nothing, no answers, no solutions, nothing after 4 hours. They tell me the escalated ticket is still being processed. What happened to the 8-10 business days i was told 20+ days ago? SERIOUSLY! Now today March 2, 2023 I notice an alert on the top of my screen about data usage limited, so i again reach out to verizon. I try calling and after threw attempts i was not able to reach an actual agent. So i went through the chat option as thats the only option i had, there the agent told me my services were suspended after being reassured by the last couple agents that will not happen. I have screen shots. WTF! I am upset. Its like reopening the wound every damn time i have to do this. Having to go through this so many times on the same issue is absolutely rediculous. Do better verizon. For what we pay for your So So service, find a way to rectify this and maybe you wont lose a 15+ year customer.
Sincerely,
A very pissed off widow.
2 years ago
Leona Davis Urbandale, IA
Horrible! Horrible! Horrible! If I could give it Zero I would! I ordered an iPad and some accessories and did not get the items so I called. They told me I would have to reorder and pay again then said I would get my refund within 10 days. They gave me a partial refund and I called about that. No one had any answers for why I only got a partial refund. Every time I call I get a new answer on when the rest of my refund will be refunded! Here I am almost a month from when I first spoke with them about the refund! A month! Yet they still want me to pay them! I am about to cancel service and go with another company. They transfer you and transfer you and no one has any answers!!!
2 years ago
worddoer Bluffton, IN
VERIZON WIRELESS BELIEVES BUSINESS CUSTOMERS DON'T MATTER!!!
My wife and I both have side businesses in addition to our primary jobs. Our tax person said if we setup a business account under the business name, we can write off a portion of our cell bill. We have been Verizon Prepaid customers for years and years, so I looked at a Verizon Business account. While on the website, a chat window popped up and I talked with a sales rep. That sales rep was helpful at the time and emailed to me a list of what we needed to start the business account. I filled out his forms and sent copies of all the documents he requested and he replied that everything was setup and ready to go. All I had to do was call in the finish the move from PrePaid to Business.
This is where things went off the rails. When I called in, no one could find anything the sales rep did and I had to start the process all over again from scratch. In addition to that, I was told I can't just move from PrePaid to Business. I had to first move from PrePaid to a Consumer PostPaid account. Only then could I move to a business account. That who process involved being transferred to 8-10 different people and 2 hours on the phone. As far as I know, I think that might have happened. However, no where along the way did anyone confirm what plan, coverages or costs were. Supposedly it wasn't supposed to matter because we were going to be immediately moved out of Consumer PostPaid to Business PostPaid.
Once that was done, we were sent to the Business department where I was again transferred to 4-6 different people and had to fill out and re email all the forms over again. Once we were approved, the "system" had issues and I ended up spending another 2 1/2 hours on the phone with the business department and missing an important business meeting because of this. At the end of the phone call I was told there was something wrong with my account and they were not sure what it was. I was told I would be called back in 1 hours. 2 1/2 hours later someone called and said they were working on finalizing my account. However, when they tried, they said they got an error that we needed to wait 24 hours. I was told I would be called them.
The next day the 24 hours went by with no call. The closest corporate store is a 1 hours drive from us. So we packed up our boys and drove up to the corporate store where I waited....another 1 1/2 hours. Once I got to someone, she told me "we only help business clients from 9a-5p Mon-Fri. You will have to come back later". Not only did I waste 3 1/2 hours with drive time, but $30 in gas to find out this store won't help me.
So here i am, with no idea of what plans, coverages, fees and costs I have. After wasting 8 hours of my life that I won't get back again, and my $30 in gas, Verizon doesn't seem to give a crap about this potential business client. The website says I no longer have an account with Verizon, but for the moment, our phones seem to be working.
WORST. CUSTOMER. SERVICE. EVER!!!!!
2 years ago
Mr. B Greenville, CA
I called tech support about 2 samsung note20 ultra 5g phones without the wifi calling option. After a week of calling "tech coach" and two trips to the verizon store, the phones were not able to be fixed. My last call, last night went on through 3 people over the course of 4 hours (including hold times) and ended with the level 2 tech trying to convince me that the phone is fine what I need is a network extender because I live outside of coverage area so that the phone can use a network signal instead of wifi. Soooooo.... my phone won't work with wifi, that's why I'm calling you, and your bright solution is to give me a network extender? The phone is still not functioning correctly, and neither is tech support.
2 years ago
Roger Green Hempstead, TX
I would rate 0 if I could! They tell you they will give you $800 for your phone towards a new phone, then after you get bill they credit you $22 a month for 36 months to lock you in! If you leave before the 36 months or want, another phone you have to pay the remainder of the amount that they where supposed to pay you for the phone they bought. So they are stealing your phone to trap you to them for 36 months!!!
I asked for them to return my phone that they didn’t buy and I was told it was gone and they could not help me. I think that all of these cellphone companies are very unethical and dirty now! I hope that Tesla is going to be a better company with a small amount of values and heart for their clients.
2 years ago
Ramses Larabel Grand Rapids, MI
The best part about Verizon was its little subscription packages add-on when they charge you an arm and leg for a phone bill. Literally my bill (one line) increased 5$ a month every 1-2 months, i started out $50 a month, my last month was $69 dollars before I canceled. Everyone talks about how verizon has the best coverage, but outside the city I wouldn't be surprised if I didn't get service when t-mobile and other carrier did. Its really a bad deal when you consider top carrier charge less for their plans with the same or even better quality and other carrier with slightly less quality charging $15-20 a month. If you sign up or have signed up for a verizon plan consider yourself a victim of corporate theft.
3 years ago
kodjovi EKLOU Gaithersburg, MD
They offered me attractive rewards ( (200 $ gift card + Security camera system) to have their Internet Service. These could be accessed only about 5 months after the start of the service. When it is time to redeem, they give you a very short window, which when you miss, you lose the reward. I think this is very unfair, it takes 5 months to make the reward available but 24hours to redeem? What are the chances you won't miss this? Why not just send these rewards once it has been picked in the system at time of subscription and once the redeem time is reached? When I called they said it has expired and they said there is nothing they can do. Very unfair!!!
3 years ago
Peter DiGuardia
I have been a customer for almost 5 years. After dealing with service issues, I was offered a promotional phone upgrade on which I took including additional phone lines. There is now a billing issue that no customer care agents can fix or comprehend. I have always paid my monthly bill and am current. They tried to withdraw $802 from my account and can not explain why or give my an updated ongoing monthly bill. I have asked to speak to management over ten times and they still have had no contact with one. They will unexpectedly disconnect the call when customer service can not figure it out. I have spent 12 hours of my life in the last 2 weeks trying to get this resolved and there is still no progress. They have told me a manager will call me back multiple times, this has yet to happen. I only have 4 days left until my 30 day return policy is up. I feel like they want to push you past this point.
3 years ago
Life of Frog South Bend, IN
Terrible customer service. Terrible reception. We had Verizon when they were the only cell phone who serviced our area. When we found out they actually didn't service our area and had no towers in the area (Verizon sent a truck out to instigate), they admitted that they had no towers and no service in the area, but still charged us to cancel our plan with them! Shady and shiesty!
3 years ago
Pine39 Groton, CT
This company is like a suave car salesman. They are always trying to sell you something whilst pretending to help you.
My phone just got shut off the day after I made a payment arrangement with no notice. I am a little behind in my payments, but I need my phone to work and live. They take advantage of the average working person knowing that they can demand payment by withholding information and stonewalling customers as cell phones are somewhat of a monopoly.
When you try to make a different arrangement (ie pay a little now or anything just to restore service), they force the customer to be silenced by not allowing contact with an agent.
This company is covertly malicious in their handling with people. They also make the bills exceedingly more complicated then needed, sneaking in charges that are unnecessary.
So disappointed in Verizon.
3 years ago
Pat Graham-Block Oxford, MD
Verizon over-charged my account by $400.00. They claimed I didn't return the router after cancelling their internet service when clearly the tracking number said otherwise. They finally admitted they did receive the router. However, they are unable to reverse the $400.00 charge until I make a 5th call and speak to another agent (after already speaking to 4 agents). Get this... I have to wait until the day before my bank account is set to autopay this inflated bill. Only then... will they have someone manually fix their mistake! Inexcusable for a tech company as large as Verizon have such archaic anti-customer billing policies!
3 years ago
Jess Nohmy Milton, MA
I have had Verizon mobile for 10+ years. Signed up for Fios last week since I was moving into my first house. They told me I could link my Fios account to my mobile account via Verizon Up. I was just on the phone and chat with Verizon for 3 hours and no one could help me link them. I reset my password and my secret question 7 times, and yet no one could help me. I was enrolled in paperless billing for both Fios and mobile and apparently one of the 8 agents that I was routed too took me out of paperless billing but I can't tell which account it was taken out of because all the email come from "My Verizon" and don't specify whether its mobile or home. I guess I just expect a customer service team to actually be able to help me but that's clearly asking for too much. Oh, and I asked multiple times for a manager to help me and was told that's not possible.
3 years ago
Ryan Dayhoff Tempe, AZ
I want to express my complete dissatisfaction with Verizon. I was switching from ATT after many years with them and preordered the iPhone 14 pro max. Order number 9075117. My order was then cancelled for some fraud concern after I submitted my ID. Nobody ever reached out nor did I get an email to have the opportunity to verify what they needed. Now I am over a month out before I receive the phone I preordered. It is completely unacceptable to treat a new customer this way! Had I known Verizon didn’t care this much about the customer experience at the highest cost of all the providers, I would have preordered with ATT . Thanks for being the fastest to not be reliable at all!
3 years ago
Al Arvada, CO
Horrible customer service.
Trying to get help from Verizon is all but impossible.
Their “chat” procedure is terrible and by phone is futile.
A Verizon store connected me to “customer service “ to resolve an incorrect item they shipped. After over an hour, and 6 people, it was agreed that i was due a refund. Many months later i have had no communication or refund.
Another large company that really doesn’t care, just pay what they bill you don’t ask for correction.
The cell service is fine, but horrible customer service.
3 years ago
Bridget Walker Gulfport, MS
Verizon is a good cellphone service provider for those who want a cheap plan and need a standard mobile plan. They are very affordable and I never had any dropped calls using them.
3 years ago
Stan Saunders Martinez, CA
Received a box in the mail from Verizon. Had to be signed for. Wasn’t home so it was left on the porch. Called Verizon. Was told it was a free phone. Told them I didn’t want it. Was told, “Keep it, it’s free”. Told them I didn’t want it. Told again, “Keep it, it’s free”. Decided to take it to the local Verizon store. Was told they couldn’t take it, that I would have to take it to corporate headquarters in another city. Went to corporate headquarters, waited in line just to be told that I would have to wait in line approximately one hour as there were people in front of me. So I asked the representative, Just so we’re clear. After trying to return it locally, driving to this city, to return something I didn’t order, I’m supposed to wait in line for an hour?” Her response. “Take it home, open it, and you’ll find a return label. Place the label on the box and put it in the mail.” Got home, opened the box, and there is no return label. WORST customer service, EVER!!
3 years ago
J Charlotte, NC
My wife and I got duped by 2 sales representatives (One of their names is Joe) on July 21, 2022 in reference to trying the 5G Home Internet for 30 days. The box arrived on July 25, 2022 and we tried it for a week. The service sucked because the signal strength was not good. We reached out to customer service somewhere around August 2nd or 3rd to discuss this issue. The tech initiated support and we were only picking up 17 to 18 mbps. That is no strength at all. So she canceled the service and stated that she was sending out a return label and box via mail. We thank her and ended the call. On August 6, 2022, we received a $80 that was decreased to $59.35 and then decreased to $20.65 (all reflected in the same bill)!!! We were not even close to 30 days AND it was canceled. I called and got bounced around to 5 representatives, although I asked to speak to a supervisor. None of the 4 were able to help with the invalid billing issue. I got hung up on twice and I had to call back. The 5th person stated that he was and to support and that the issue was the system automatically printed out that we owed even though we were within the 30 day trial period. He stated that he saw that service was canceled and he was going to fix the bill right then and there. He stated it was zero balance. He said that he was sending a box and return label and it would take 3 to 5 days to reach me. We thanked him kindly and hung up. Well... today, August 11, 2022, we received a bill
The bill states that we owe $20.65 for this month and a unpaid balance of $80 for last month. Really???? Oh and the return box and label gas yet to come. I called and called today and no support I'm pissed TF off because we took a chance with sheisty salesmen and we got duped and now they are trying to get money out of us and forcing us to keep the internet box which is ready to go back to them ASAP! No one put me on with a supervisor yet. This is a scam!!
3 years ago
Lanae Duchesneau Sarasota, FL
I am very disenchanted with Verizon. I bought a google pixel 3 for me and my mother. The phone is new but the model is 2-3 years old but we liked it because it had a large screen. I got one for myself and my 82-year-old mother so we would have the same phone if she had questions.
My phone failed within a month. I got a new phone (it has a one-year warranty) and all is well. My mother’s phone would not turn on a couple of months later. She took it to Verizon and they said they never saw anything like it.
I called customer service and they agreed to send her a refurbished phone, the exact same model, for free because it is still covered in the 1-year warranty. However, it doesn’t come with any accessories. I tell my 82-year-old mother this.
Mom gets the “new” phone and starts to package up the old one to mail it back to them when she remembers me saying it does not come with the accessories. I meant the charge cord and in hindsight I should have specifically said that but she takes that to mean the battery as well, so she gets a butter knife and tries to get the battery out. Batteries do not some out of the google pixel phones. She tries though and cracks the corner of the screen, gives up, and mails it back.
When Verizon gets the phone, they say it is cracked. I explain the story and tell them it was not working before she cracked the screen. We took it to the Verizon store; you can call them to verify it was not cracked when the phone would not turn on and they tried all different chargers. They don’t want to hear it and charge us $299 for this refurbished phone.
Never mind that we have been customers for over 10 years, and they are advertising they will give you a top-of-the-line new phone if you come over to Verizon. New customers being treated better than existing customers? Isn’t it cheaper to retain the customers you have? Because I sure want to leave after this debacle.
Now I go on a cruise to Norway. I get the $10 a day international calling package-unlimited data, text and calls. They charge me the $10 a day. That is fine I expected that. Then they charge me $2.99 a minute to talk on my phone while I am on the ship. I thought that was included I explained. It is not they counter. What does unlimited mean I wonder??? So, they charged me $206 for talking on my phone on the cruise ship. Meanwhile, they did send me a text saying I could buy 50MB or something like that for $20 for talk time. I did ignore these texts because why would I need that? I have the unlimited for $10 a day. So, I get home, see the big bill, again! and I ask for help with this bill. Can’t he charge me the $20 that they texted about, or perhaps nothing at all since no one explained unlimited is not really unlimited if you are on the ship? No help to be had.
Beware customers. I have looked at all the cell phone plans out there and AT&T has much better pricing and a free phone if you switch to them.
I am so disgusted. I hate the work of changing, but I feel Verizon is more concerned about the mighty dollar than good customer service.
3 years ago
Madison Ricker Corpus Christi, TX
They neglected to tell me that my trade-in wasn’t going to be applied to my new phone. I went in person and nothing was said about this. In order to get the money they told me I would receive for the phone, they expect me to stay with them for THREE YEARS and “receive it over time”. I will be paying off my phone and NEVER using these people again. Oh by the way, they won’t give you any money for your phone at all if you end your plan before then. Customer service was so beyond unhelpful. I don’t even have an email from them (that they say they send) so I can confirm that this is what I actually signed on. Never again.
3 years ago
Nikki Bacchus Richmond, KY
My husband and I have been with Verizon for 16 years we have several phones attached to our account and have paid them around 50,000 over the years. The other day my husband ordered a new phone for me, but ordered the wrong one. The phone was delivered by UPS in a sealed box, I oped the brown box it was packaged in to make sure it was indeed the wrong phone (pro, instead of pro max) when I lifted the actual phone box up the lid was open/ not sealed! When I took the phone back to the store to exchange it they told me I owed them a 50.00 restocking fee Bc the box was open. I explained To them that I didn’t open the box. Immediately the manager seemed to have attitude like she didn’t believe me and told me I would have to call Customer service and take it up with them, she had no choice but to charge me 50.00. So I call, get transferred to someone who can “help” except he can’t, he didn’t have the authority to not charge, he had to go to his supervisor. Great, except he can’t talk to a supervisor he has to send in a chat and wait in cue for a response. This went on for over an hour, during that hour he proceeds to tell me Verizon doesn’t send phones that are open, again as if I was lying. I will Add when my husband ordered the phone it was on back order and wouldn’t be shipped for several days (like over a week) but miraculously it was sent the next day. Did they get one returned and send to me? Open?!? Possibly but no one believed me. Finally after an hour on the phone I was told “they’ll waive the fee one time and one time only and i had To fight to get that done” why could no one in the store help, why did it take an hour on the phone? And why did I still have to pay the 50 out of pocket to have it credited to my acct? John, the support guy apologized for the trouble and said “but i think You understand” no, John actually I don’t understand why the manager in the store had an attitude problem and didn’t want to help, why i was Sent an open phone and told Verizon doesn’t do that, why the support man can’t help, why I wasn’t able to talk to the “supervisor” and better yet I do NOT understand why you guys are charging a 50.00 restock fee for a phone that had never been activated to begin with. POOR POOR POOR CUSTOMER SERVICE!!! I knew Not one single person believed me when I told them “I DID NOT OPEN THAT DAMN PHONE” truth be told they charged the person who returned the phone 50.00 and then tried to charge me one too bc they didn’t deal the phone back or did Verizon send me a refurbished phone and tell me it was new??! Who really knows!!
3 years ago
Janvier Portland, OR
Horrendous (not to mention deceptive and predatory customer service).
Some lady (Verizon rep) came over to our house and sold us a the Verizon internet device, with the promise of a discount ($20 instead of $60/momth, after all the discounts, auto pay), etc.. first month was supposed to be free “trial run”… we’ll, first month was not free, and we also got hit for another $56 for first month that was supposed to be free, and apparently , there was mo such deal…
And we go cancel, and customer service is as rude as heck, somehow thinking we’re too stupid to understand that sometimes you pay for things before hand and they add a complex slew of other charges, if this then that, etc.. then we go to cancel, we ask the person on the phone to help us cancel, give her our credit card, and she conveniently “forgot” to mention that that would cost $10 (which we saw on our bill 10 minutes later)…
I don’t mind paying the $ ($80 is nothing in the grand scheme of things), but the absolute deceitful was of the customer service, the refusal to give you a straight for anything, is absolutely maddening.
Unless I absolutely don’t have another choice (as there is no other carrier I can use for service wherever I happen to be living), I will never use Verizon again for anything…
3 years ago
Freeman515 Livonia, MI
I called Verizon about an upgrade but said I did not want to increase my bill. I was told no problem. I can get 3 new phones and my bill will stay the same. I was told ignore the paperwork I will be able to add the discounts after. I waited and waited. When I got the increased bill I called and told them I was promised no bill increase. They told me they will review the call and get back to me in 24-48 hours. This did not happen. When I called again I was told you are now outside of returns and we are not going to do anything. Verizon is just a bunch of liars and thieves. I have been with Verizon for over 22 years and they lied to me and refused to honor what was said. Terrible morals and ethics
3 years ago
Rich Cesarini Dedham, MA
Verizon Wireless' business model is to lie to their customers. Simply put, they have the worst customer service I have ever seen and they are the worst company I have ever done business with. On more than one occasion I was promised a free phone and/or trade in value for old devices. When I have the new device in hand, they come up with an excuse to go back on their word. I have a copy of a chat transcript where I was promised a trade in value for an old phone that VW refused to honor! This has nothing to do with condition or whether the old phone works, they never even saw it. This will be my last interaction with them. Verizon Wireless is the armpit of corporate America. I am getting a new carrier and I don't care if it costs more.
3 years ago
ParasiticFiend San Jose, CA
- Order placed and paid on Tuesday
- To be Delivered before 8pm Thursday
- Do not receive an email to track the shipment
- Call Wednesday to see what’s wrong
- Spend around 55 mins on the phone
- I am assured everything is fine and that the order should arrive on time
- I wait, Thursday comes and goes, order does not show up
- Call first thing Friday morning, spending almost 2 hours trying to figure out what happened
- During the 2 hours, I was disconnected twice, hung up on by automated systems twice
- On-Hold most of the time, because with every disconnect or hang up, I started all over again
- Finally, they figure out it’s being held by the fraud department
- Transferred to Fraud, answer some questions, on and off hold while they look into it
- Tell me they fixed it, I ask why was the order held up, they don’t know or won’t tell
- My order is allowed to proceed, I ask when it will arrive, since it is already a day late
- Told that my order that was supposed to arrive Thursday, will now arrive by Monday
- I say, that’s unacceptable, I want to cancel my order
- Transferred again, new person, I say that I don’t really want to cancel my order
- Get it shipped same day and we can leave everything in place
- I’m told that I will have to pay for that
- Wait a second, your system screws up and I have to pay more?
- Most companies would try to make it right, offer something for the inconvenience
- Not Verizon, they would rather lose business than attempt to fix their screw up
- Wasn’t able to get it resolved, had to go to work
- Once home, I call Verizon again, now to cancel my order for sure
- Don’t want to be the customer of a company that runs themselves like this
- Almost 3 hours more on the phone with hang-ups, disconnects, passed around, just to hope it was cancelled
- Still don’t know for sure that my entire order was cancelled
- Still don’t know if charges are going to show up
- Every person I talked to was friendly, and as helpful as they could be
- That said, I wish I could send them a bill for the almost 6 hours I wasted on the phone with them
- Unfortunately, the system Verizon has setup is so bad, I now despise this company
- I will spend the rest of my life expressing how terrible they have been for me
- I’m already trying to get my job to leave them for business use
- And have reached out to any friend or family member that uses Verizon and am trying to get them to leave
- Verizon’s ego has gotten too big. They seem to have forgotten that without customers, they’ve got nothing
- It will take time, but I look forward to the day they go bankrupt, Tyrants
3 years ago
Nicole Palm Beach Gardens, FL
BE AWARE- Verizon will take money out of your account even after leaving! And no, I'm not talking about cancelation fees or a final bill owed. I'm talking $350 for a rebate I got from them 6 months prior. When I called to ask why $350 was deducted from my account without my consent over a MONTH AFTER I left them, they said it was because of a rebate. Before I left them though, I asked if I leave, would I owe them anything? They told me the only thing I would owe them was one more monthly payment. They assured me that was it. Then, a month later, I was hit with $350. I called customer service again, but they're a joke because initially, I was told they made a mistake and would refund the $350 back to my account within 10 business days. I was thankful. However, 10 business days later, still NO REFUND. I called once again to find out what was going on, and they said that refund was DENIED. So basically, I was misadvised twice, and Verizon will not take ownership for their misinformation nor refund my money. It's like I was being toyed with. They can say whatever they want and if they fulfill it, they do. If they don't, they don't.
After all is said and done, the only way they will give me back my money is if I go back to them! How conniving! I told them they could keep my hard-earned $350 because I would never return to Verizon.
I own stock in Verizon. I'm dropping them today. No company with that little of ethics is worth investing in.
3 years ago Edited March 25, 2022
SCARSTHATSPEAKOUTLOUD 1 Wilkes-Barre, PA
Verizon is a thief. I am being charged almost twice what I'm supposed to be paying because I received calls on my phone. I was never aware that there are restrictions to receive calls if I am out of the country. I was careful not to make any calls because I cannot afford to pay and have been calling several times to have my bill rectified. On March 9th I was told the charges would be removed. I checked my bill only to find the charges are still there. Called back now to hear they cannot be removed because I received calls on my phone. So I guess when I leave the country I should tell everyone do not contact me. Or I should just not take my phone with me. I am sooooo mad. I have only been with them for under 3 months and each month they find a way to rack up my phone bill. The first month they added three extra lines to my bill. Lines I never had and never used. Charging me for 6 lines in total. Had I not checked my bill I wouldn't have known and had those charges removed. I feel like I am being scammed by this phone company.
3 years ago
Deann Willcut Riverton, UT
Verizon has horrible customer service time after time after time. The website is not user friendly, the website menu to make an appointment at a store doesn’t work so I called and asked the representative to help me. They couldn’t seem to make an appointment for me and scheduled a time for Verizon to call me back. The call was supposed to come 1/2 hour ago and of course all the customer service numbers that say this time is during their business hours have an automated message telling me to call back during their business hours. I’m furious that I gave the representative a good rating on the service after the call and I wish I could change to a different carrier. This happens time after time. They are incompetent at best. I wish I could choose zero stars on this review.
3 years ago
Sanjay Mehta Plano, TX
opened a new account with verizon during black friday with BYOD promotions. the egift cards they sent are not even usuable to pay anything in verizon itself, there agent said it has to match exactly the amount you are trying to pay!! seriously?? this means their virtual money is just that!
1. Billing statements are as confusing as possible
you can't simply take a look at the bill and get a break down, very shady billing.
2. customer service sucks up all your time
if you decided to call customer care keep aside 4hrs of your day, because they will keep you waiting for every simple answer, because the verizon system at their end sucks too
3. They lie!
i was supposed to get disney+ bundle for free with my service. Upon trying to activate it, i realized there was no easy way to do it, so i checked with agent on chat...
she sent me link for disney+ and told me to signup for it and verizon will credit the money back to me.
well i waited for 2 months to check if i was receiving that monthly credit and yet again had to call them and waste a day to get this resolved... the new customer agent i talked to took up over an hr to find the chat (i told him i have a copy too i can email you) then says
"yeah i see its there, unfortunately i can't adjust it"
4. when i tried to get out of verizon
after dealing with their bs for 3 months i had enough and decided i'll move on to a different carrier, while doing so i found they have locked my phone!!
my phone was unlocked when i opened account with verizon, how dare them put a lock on a fully paid unlocked phone that's not even purchased through verizon???
i am looking to sue this company now for hara$$ments
3 years ago
LEE GERKEN Kailua, HI
Let me take some time to explain to you how poor the customer service and how they set up a system that hand ties their employees so they are unable to help you when you call in for service. I'm amazed that a company so poorly run can even stay in business but it goes to show you what you can accomplish when there is no competition.
First thing that happened is I had to disconnect my fathers account due to his death. Sent in all documentation over the phone and was told no problem, account closed. Well there was a problem, 30 days later I receive another bill for his account. Just like nothing was ever done after not using the phone for two months. Then you call in and no one wants to talk with you and they act like they can't look up the account. Long story short the person I worked with originally never did his job to disconnect the service. Just told me they did. Then the two people I talked to about it afterwords tried to push me off and even told me to go to a store in person and ask for help,
Next issue is trying to use the insurance you have for your phone. That's a waste of time also. They will try to pawn you off on a third party provider to fix your phone after you have an insurance plan that you pay 15 dollars a month for. What a joke. Oh you can enjoy jumping through multiple call centers and waiting hours and still not get your problem solved.
This Company is a classic case of they are so big they don't give a shot about anybody and the customer service is actually embarrassing. Especially when you're a client who has paid for the service over a decade. My recommendation is find anyone for a cell phone company besides these guys.
3 years ago
Korey Seyler Flagstaff, AZ
I ordered an upgraded phone and was placed as an administrator on our business account at a retail store. Was told the new phone would be delivered in 2 days, it still has not arrived 11 days later. I have spent more than 6 hours on the phone with there incompetent, deceitful staff that have told me it will arrive tomorrow, then Saturday by noon, then Monday by noon none of which have been a reality. I asked for them to text and email me the tracking and they said they would, which did not happen.
In addition, I could not login to the account to see the order, tracking or even my account at all. In the 7 different cust. Service calls, they either pushed it off as I didn’t have access, there was a problem with Verizon’s system or user error.
This was the most frustrated I have ever been with any customer service in the past. I have closed my business account and would not recommend them to ANYONE ever for phone service. In addition, there LTE is spotty at best in northern Arizona, they have tremendously misleading/deceitful marketing when it comes to upgrading phones. This was confirmed by the manager of a Verizon store as we asked for what we understood, and he said “You are the 500th person I have told this is not the deal. I am so mad at our marketing department!”
Stay away from Verizon wireless!!
3 years ago
shilpi vajpayee Apex, NC
I have had cell phone service plans with AT&T, Sprint, T-mobile and recently switched to Verizon expecting better coverage and service. What a big mistake! This is by far the WORST customer service experience from the word go. Its been a month and we have spent countless hours on phone with Verizon to fix various issues from device activation to billing. One department forwards us to another, and all of them don’t talk and are highly disconnected. Sales messed up while selling us the plans for our devices for their sales cut and now we are stuck with their mess. We regret every day moving to this horrible business as we don’t trust their customer service anymore.
3 years ago
Paula Pili Provo, UT
I’m sure they’ve changed but
Originally I thought they were penny pinching everything
My bill was so confusing and it was astronomical!
Reception pretty good though
I just don’t like the pricing structure
I felt deceived
3 years ago
Cmcfad Roanoke, TX
Have been with Verizon over 10 years and have finally decided to leave after the most recent trade-in. Traded in for the new Iphone 13 being told I had the option of a one time credit or a monthly credit. I was told after I sent in my device they would appraise it and confirm with me which method I would like the credit to be applied. After months of not hearing back I called and was told it was being applied monthly and, since 3 months have passed, there was no way to apply the credit as a one time credit. Being a loyal customer after 10+ years they took my device, did not disclose to me the method I would receive credit, and then agreed they'd rather lose me then solve the issue.
3 years ago
Noureddine Lalami Brentwood, CA
Pros: Great customer service, big selection of products and services and up front prices.
Cons: Prices tend to be a bit higher compared to other wireless providers.
3 years ago
frygrrl Seattle, WA
Verizon uses bureaucracy and size 4 font to deny, withhold, or reclaim any promised rebates. From sign on to departure, every step of the way with Verizon was bogged down with gotchas. The ONLY thing I can say for Verizon is that they do deliver on a comprehensive network coverage. However, I will NEVER do business with them again.
When I switched over, Verizon had a "Bring Your Own Device" (BYOD) deal going. I was supposed to receive $450 per line that I brought over, and I brought over 3 lines. $1350 sounds pretty sweet, right? This deal is a lie.
+ I accidentally disqualified one of my lines by upgrading a device less than 45 days after setting up my account.
+ It took me 10+ hrs to find someone who could actually explain how the rebate works and apply the credit to my bill(s). There is no prepaid card, because the rebate can only be used to pay your Verizon bill, but there is no automatic application of the credit to your account. When you call, they will transfer you endlessly between depts that know nothing about this.
+ When I left Verizon, my final bill included a "rebate adjustment" because I left less than 12 months (or 24 months? different requirement depending on who I talk to) after signing up. In other words, my "no contract" account feels like I have a contract, because I have to stay with Verizon for up to 2 years to keep my rebates.
+ Verizon charged my "final bill" to my autopay card, even though my autopay should have had a limit to avoid being charged TEN TIMES my normal amount, I did not authorize the charge, and I could not pull the credit card from my profile (they shut down my online account).
+ None of these rebate requirements were sent to me by email or displayed anywhere in my profile. I had to take note of the requirements on a pop-up on the main website.
Also:
+ The website was so awful I had to call to make sure my BYOD deal was applied, and they charged me $20/line for the over-the-phone service. Even though I had no way to self-serve through the website.
+ During my upgrade process, I was allowed to select the Start Unlimited Plan, but in the backend I was bumped up to the premium Play More Unlimited Plan because the trade-in rebate "required a premium plan". This mandatory upgrade was not obvious in the interface.
+ A $394 trade-in for my device upgrade was approved, but the egift card was never emailed to me. Again, hours of speaking to reps to get the credit applied to my account.
3 years ago
Lian Liu Denver, CO
I have been a long time Verizon user. I requested for a temp international plan to start in July, and end on Aug 12, 2021. I didn't notice until in mid December, 2021 that this service wasn't stopped as it supposed to, and they having been charging me for that service of $100 every month (I use automatic payment through my bank). I called Verizon, was put on hold, and the estimated time was said to be 40 min. Well, I was still on hold after 90 min. The online "chat with us" only gave you the same response and is useless. I scheduled a call back and finally got a live person on the line. Guess what? They transferred me twice, and I was put on hold again endlessly. Never experience anything worse than Verizon.
3 years ago
Michael Carroll Walton, NY
Horrid company one agent will tell you one thing another something totally different. The chat agents have zero power, and don’t do anything. They are all fine getting you phones of sales, but as soon as troubles come up like rebates, and their gift cards you are out of luck. I came from T-Mobile which does have worse service, but their customer service makes Verizon’s look like drugged out junkies. I had Verizon twice now, once was before unlimited plans, I had 30 gbs and I was fine with it, they tricked me into going unlimited, assured me it really was, than banned my USB modem and hot spot, and expected me to keep paying them for them. I had satellite at the time, and canceled that due too thinking Verizon wasn’t shady.
This second time I ordered 4000 worth of phones, because they told me if I switched from T-Mobile they would give me gift cards of 500. Than they told me I missed the 1000 dollar gift cards by a day. The second person on the phone when I ported told me i would get it, the third on the phone tired to scam me into trading in devices, and told me there was no gift cards. The 4th after I told them to cancel my account tried to scam me into thinking their were gift cards again, I don’t how you guys tolerate this level of shady people.
If you do business with these scum make sure you can take a hit to your score, if you already have good credit I don’t know why you would buy a phone from these people, when you can buy unlocked and switch when ever, or use straight talk on Verizon for a fraction of the price. Verizon customers and sales remind me of a brainwashed cult. They even say garbage like welcome to the family. These people are sick.
4 years ago
Trenton Carlson Philadelphia, PA
I have been a verizon customer from when it was still Bell Atlantic. I have had many years of good reliable service. I think the were the best for cell phone carrier for most of that time.
Over the past year they have gone so far down hill. I completely lose data all the time I lose me phone completely and get a message that I can only make emergency calls.
Now they have shut off hot spots built in phones. So my plan was for unlimited everything including my hot spot and without notice it is just eliminated.
Customer service is impossible to get a hold of. Now they try to send customer service and tech support calls to a text bot that normally does not work. I can't imagine they will stay in business much longer like this.
I am going to switch. No other service could possibly be worst.
4 years ago
Bob Weir Cañon City, CO
promised 900 dollars in rebates that i never received. Would not have bought the phones for full prices feel ripped off, UPDATE verizon did a 180 and issued my credit
4 years ago Edited October 13, 2021
life is amazing West Valley City, UT
If I could give them -10 stars I would. I know this review won’t make a difference cuz I haven’t seen a single response from Verizon. But I traded in my brand new iPhone 11 for the iPhone 12 and switched from t-mobile. I was supposed to get 700$ off the 12 but they are charging me for buying the 12 without giving them a brand new iPhone. They said that the equipment was included but apparently they charged $500 for that too. I switched from t mobile for this. The coverage is a little bit better, but not worth a brand new iPhone 11 just given away. I’m so close to switching back to t-mobile.
4 years ago
Art Reno, NV
I was with AT&T with a family plan. Verizon was more expensive - $40 per month - but had better coverage. Our 3 phones on AT&T on two different time lines. When we moved to Verizon, I wanted to consolidate the time. In the store, the Verizon rep assured me I could bring over the third phone 3months later and add it to the plan and all 3 would be on the same time line. My wife and daughter got new phones from Verizon - the exact same phone. My wife's had no problems, but daughters kept dropping calls. We went to the store and they said the phone needed a software update, which they did right there. We returned two more times, but the problem persisted. On the fourth visit, I insisted on a replacement. The rep said it was over 90 days and we would have to pay for the replacement. - $250. I pointed out we had been in there 3 times within the 90 days to fix it, but Verizon claimed they had no record of that. I had to pay because the early termination fee was outrageous. When the contract expired after two years, I jumped back to AT&T. Three months later, I received a $750 bill for the third phone early termination. Hello! All three phones were on the same contract and I paid cash up front for the third phone, no time payments. I, of course refused to pay it, and Verizon dinged my credit. I had to write a rebuttal to restore my credit. Fortunately, I had receipts, but I will never do business with Verizon again and I recommend against them every chance I get.
4 years ago
Ike Ballard Des Moines, IA
The service was pretty good. I would probably rate this service with 4 or 5 stars if it weren't for the process of changing to a new service for work. They require a transfer PIN (no other major carrier does). An automated Transfer PIN request generates a link to a website, which displays an attractive two lines of error code. The Customer Service line puts you on hold to speak to a representative, offers to help you 'skip the line' by chatting with a robot that doesn't know anything, and hangs up if you do anything but initiate the pointless chat. In short, there is no path to talking to a Service Representative. They may not even staff them. Both I and the T-mobile rep in their store were at a loss about what to do to get around Verizon's straight incompetency in customer service. Having worked an IT job for five years, I can say with decent authority that Verizon is a load of hogwash.
4 years ago
Tristan Ashmore Denver, CO
I have been with Verizon wireless for over a decade or close to it. All this company sees is money and they train their employees to do so. It is a corporate hivemind based on money, money and more money. Yes, they offer fairly great coverage and all of the phone options BUT if you ever slip up or go through a rough patch in life, they won't work with you, AT ALL. I am a well compensated individual for the work that I perform but it takes awhile to turn around and find the right positions for my level and above. Yes, I hear those that say be more financially responsible and all that but even at the corporate level, they get bailed out by the public constantly. I will be paying off my small past due amounts immediately and leaving Verizon quickly. As consumers, we will vote with our dollar and I intend to do so. Their CEO has a record of being bought and inputting the businesses capital in the wrong places for the generation currently moving into leadership throughput the world. Verizon should be broken up and broken down for the power they hold and I have never been more disturbed by such a stronghold on their love and greed for money. They are showing us their cards pretty quickly and they don't deserve my business and my future business. To the employees, this is not directed at you but you also probably already know as well. Considering I wasn't speaking to someone in my own country (not an issue) it may show that they already are jumping ship. Sad...
4 years ago
harry vince Lahore, PB
It's one of the best mobile company in the USA . Its Features are amazing. very easy to use. I am using it for a very long time.It's highly recommended
4 years ago
Farhad A Clarksburg, MD
At&t and tmobile were much better for:
Responsive customer service
No ghost charges
Lower cost
Better or at least same quality service (switched to V expected better coverage, but truly weaker than tmobile and att)
Too high cost to leave due to that 2year contract
Faught them literally for 4 to 6 hours multiple follow up and repeat calls .. to get some unknown charges reverted
After that drama got over, learned they reported a crazy amount overdue to Collections and even to Experian that badly affected my credit.
Wasted another hour on the phone to hear their stupid apologies and promise to have their managers fix...
Have auto pay On and no pending payments. And, fortunately, have never used Verizon before. Unsure how could they come up with that overdue amount of 1K+ that was times more than my monthly bills...
Reported that false claim....
However, the company is far more reckless and worse quality service and support....expected.
4 years ago
Roger Lawry Ojai, CA
Verizon Wireless has probably what I would consider the worst customer service I have ever encountered. After using them for our wireless service for many years we decided that with Covid-19 and staying home using our wifi, we decided to cancel our account and switch to another provider who offered a far less expensive plan using less data. We cancelled our Verizon account and were assured by Verizon customer service that our account was cancelled. Then promptly we continued to receive bills from Verizon for a service that we had cancelled and no longer used. After several calls to customer service we were assured that our account had been cancelled and the bills we had received would be reversed. After this we continued to be notified by Verizon for new billing cycles and when we tried to contact them we could not reach them as we had no account there and could not receive service if we had no account. In no instance were we contacted by Verizon to correct this situation. Finally, after 5 months subsequent to cancelling our account we received a notice from Verizon that our account was delinquent and we were turned over to a collection agency, who contacted us. We explained the situation to them and were assured the charges would be reversed and the bills would stop coming. Then we received a credit report that showed delinquent payments and a reduction of our credit score from 829 to 699. Accordingly, we contacted the 3 credit reporting agencies to dispute the delinquent score and also contacted Verizon, who said they "did their due diligence to correct the wrongful billing" but they made no attempt to rescind the incorrect credit score issue. We have never had this situation in over 35 years of making payments on services and had almost a perfect credit score that reflects our constant diligence in making on time payments. Now we are being wrongly accused of not making payments on a service that we had cancelled months before. Verizon has to be the most inept, incompetent, uncommunicative, uncaring company with whom we have dealt, worse even than cable companies. I would avoid using them at all costs. I only wish I could give them zero stars.
4 years ago
