The following are issues that customers reported to GetHuman about Verizon Wireless customer service, archive #10. It includes a selection of 20 issue(s) reported February 9, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I want to share my frustration about receiving excessively high phone bills from Verizon twice now while I was traveling. I am a pensioner with a limited monthly income and travel on a tight budget. After reading about other travelers facing similar issues online, I regret not being aware of your expensive rates beforehand. The alert message I received was vague and did not adequately warn me about the charges. This month, I didn't even receive a warning. I struggled to determine the extra charges beyond my $65 monthly plan. I believe customers should have easy access to their current usage to avoid surprises. It's like shopping without price tags and then being shocked at the register. Please improve transparency so that customers can track their expenses. This experience has disrupted my vacation plans and budget significantly.
Reported by GetHuman-leesatte on Samstag, 9. Februar 2019 13:28
I recently activated a new line with Verizon in New Bern, NC. Everything went smoothly, but when I tried to take advantage of the $5 iPhone 6S promotion online, I was directed to call customer service. My lengthy phone call involved multiple transfers between customer service and sales representatives, with promises made and broken. Despite my loyalty and past positive experiences with Verizon, I spent over 3 hours trying to resolve the issue and was left frustrated and without a solution. I am hopeful that Verizon will review my case, listen to the call recordings, and rectify the situation promptly. Dr. Scott Amundsen
Reported by GetHuman2196581 on Mittwoch, 13. Februar 2019 04:32
My spouse and I do not remember signing up for a free trial of Verizon Cloud. Today, I received a notification stating that our trial will end tomorrow. Due to recent medical issues - I was in an accident last Christmas and my husband needed unexpected eye surgery - managing our regular responsibilities has been challenging. While I was in a nursing home rehabilitating, I did not have consistent access to technology. We kindly request: 1. Some additional time to decide if we want to keep the cloud service, 2. A chance to speak with a customer service representative about our circumstances and seek advice, 3. Clarification on any extra charges due to my husband purchasing extra data during my hospital stay and rehab period where Wi-Fi was unreliable. Please call me at [redacted] after 9:30 AM MST on Monday, February 25, [redacted]. Thank you, Jean B.
Reported by GetHuman-ljboespf on Montag, 25. Februar 2019 05:44
I have been consistently receiving my bill in the mail just seven days before the due date. Due to this timing, I have incurred late charges. If this is a tactic to push customers into going paperless or to increase bills, please inform me so I can consider canceling my service. Throughout my entire life, no company has given me just one week to return a payment. For instance, the bill date is 2/16/19, and it arrived on 2/25/19. You anticipate the payment to be returned within eleven days, even though it took nine days to arrive by mail. While your company may offer excellent service, in terms of billing practices, there seems to be a significant failure. After being a customer for over fifty years, I am now considering switching to another company and refusing to pay any late charges. I am even contemplating reaching out to the Attorney General in the state of MA to address this issue. Furthermore, the difficulty in reaching a live person at Verizon is frustrating. I have spent well over an hour attempting to contact someone, only to be disconnected due to incorrect codes or redirected back to the automated system. Tom B.
Reported by GetHuman-tbouche on Montag, 25. Februar 2019 23:59
Hello, my name is Ozanna Gardner. In [redacted], I contacted Verizon Wireless after losing my house in February with all my belongings. Despite not owing any balance post-fire, Verizon sent a $1,[redacted] collection notice and reported it on my credit. I've explained this to customer service, the collection agency, and the Perkins Road store manager in Baton Rouge, LA. The manager mentioned charges for a month in advance, but my burned phones meant these fees were unnecessary. After 5 years, I request Verizon to remove the account from my credit report, acknowledging full payment in January and the erroneous charges in February. I seek a cleared status letter for my records. The account number on my credit report is #[redacted]*****01, displaying a $1,[redacted] balance. Contact me promptly, as this issue is fraudulent. I've also informed Experian, TransUnion, and Equifax about this false credit reporting.
Reported by GetHuman-oaznnaca on Donnerstag, 28. Februar 2019 02:49
I bought a $50 airtime card for my Verizon phone, entered the pin yesterday, but now my phone suddenly stopped working. It's saying there's no money in my account. This is a major inconvenience for me. If this is not resolved swiftly, I'll be switching to Straight Talk Wireless. I missed out on $[redacted].45 of orders due to this issue. I always thought Verizon was a reliable company, but I've been let down.
Reported by GetHuman1960986 on Montag, 4. März 2019 04:01
As loyal Verizon Wireless customers for over 15 years, we have always appreciated the service provided. However, recent policy changes regarding upgrades have led us to consider cancelling our service. We were eager to upgrade to the Galaxy S10 and have previously taken advantage of BOGO deals. Unfortunately, the current requirement to add a third line for these promotions is not feasible for us. We are faced with either losing a current line or paying for an additional unnecessary line, both of which are not acceptable options. Without a more viable solution, we may have to explore other providers like AT&T or T Mobile. It is disheartening to potentially end a long-standing relationship over a policy that seems to prioritize new customers over existing loyal ones.
Reported by GetHuman2372653 on Montag, 4. März 2019 19:55
I visited your store on February 14th and was surprised to see two $35 device setup fees on my bill (invoice # ILWR11N672). I was never informed about these charges during my visit. I've been a loyal Verizon customer for years, owning 7 lines, and have always spoken highly of your service.
Despite setting up one device at home, I was still billed for both setup fees. After a lengthy call with customer service, they only agreed to remove one $30 fee. I'm disappointed as other stores like Sam's Club, Costco, and Best Buy often provide incentives to offset these fees.
I am frustrated and seeking a resolution. I request both $35 device setup fees and the remaining $30 activation fee be credited. If needed, I can scan the invoice from the store. Kindly provide an email address for this purpose.
Sincerely,
Jill
Reported by GetHuman-tiggernj on Dienstag, 5. März 2019 15:41
Dear Verizon Representative,
I have noticed a discrepancy in my recent bill. According to my contract, my monthly bill should be $[redacted].00 until November, but my latest statement showed $[redacted].77. I kindly request the correction to be made promptly so I can make my payment on time.
Kind regards,
Flora K., Ph.D.
Reported by GetHuman-keshishf on Donnerstag, 7. März 2019 20:59
I recently bought two V5000 Call Blocker systems, but they are not recognizing the caller IDs on two of my Verizon Wireless Home Phones (Model # NOVT2000s) and one Frontier landline. Although my other caller IDs are functioning correctly, the V5000 devices won't work on these specific lines. The Call Blocker engineers are attempting to resolve the issue, but have not been successful yet. It appears that the V5000 Caller-ID Parameters need adjusting for my area. I've attempted to find out the Verizon caller ID settings for Bryan/College Station, Texas, but have been unsuccessful. Can someone offer guidance on how to obtain the correct Verizon Caller ID settings for my area to support the engineers in fixing the problem?
Reported by GetHuman-mrcgcons on Samstag, 16. März 2019 15:30
Hello, my name is Marilyn J. Levit. I have two old flip phones, one for my regular number and one for "friends & family." The "friends & family" phone, [redacted], broke completely last night. The top broke off the bottom part, and it's not functioning at all. I need a new phone for that number.
My regular phone, [redacted], has a full message inbox that I want to save. Verizon had offered to transfer the messages to a CD before, which I declined then, regretfully. I now want those messages off the phone and onto a CD, especially messages from my late mother and her friend. There are also text messaging issues on this line. I need Verizon to provide me with my saved voice messages on a disk to prepare for a new phone with this number.
Due to panic attacks, I have trouble going to the local Verizon store. I'd appreciate help over the phone or email at [redacted] Thank you for your assistance.
Reported by GetHuman2542688 on Montag, 18. März 2019 18:54
I ordered a prepaid phone plan from Verizon Wireless online. During the order process, I had to use my college dorm address as both my billing and shipping address since the website didn't allow separate addresses. Despite the website stating the shipping date would be the same as the order date, it has been 11 days and the order is still processing. Being on spring break when I placed the order, I expected it to arrive shortly after, but it hasn't. I'm not sure what I should expect in the mail as I intended to use my own sim card, and I haven't been assigned a phone number or connected the order to a Verizon account. The delay is frustrating.
Reported by GetHuman2548354 on Dienstag, 19. März 2019 14:07
I purchased a phone from a friend without realizing it was locked to Verizon. I have an active SIM card with MetroPCS and need to switch to this new phone. I don't want to switch to Verizon, I just want to switch devices. I need the unlock code to make this possible. When I inserted my SIM card, a screen prompted me to contact Verizon Wireless to inquire about unlocking the phone for use with a different carrier. I have everything ready to transition, I just require the code from Verizon to proceed. The phone's IMEI number is [redacted] and the serial number is [redacted]. My name is B.
Reported by GetHuman2567808 on Freitag, 22. März 2019 03:03
I did not renew my plan a couple of months ago due to constant service issues and support letdowns. Now, I can't access my account or recover it in any way that I've found. My security question wasn't set by me, which fails each time. I am sure that I might have lost my phone number by now, which was really important for me. Whoever has it now is getting all my legal, debt, and other calls. My number was [redacted]. I am willing to give Verizon another chance, but if this can't be resolved, I will switch carriers and share my negative experience. It has been a horrible struggle to regain access today, wasting over four hours. I even created a new account to chat with a live representative, but that didn't work either as the live chat seems broken and the bot is unhelpful. Name: Tyson J G.
Reported by GetHuman2590308 on Montag, 25. März 2019 17:15
I have experienced ongoing problems with receiving the incorrect product and although I have returned it and the return has been acknowledged, my bill has not been adjusted accordingly. I have contacted customer service about this matter multiple times, but each time there are no notes on file, resulting in me having to explain the situation repeatedly. I have not received any empathy for the time and inconvenience this has caused me, and to date, my issue remains unresolved. I have been informed that I cannot escalate the matter to a manager, and the lack of communication between departments is frustrating. The erroneous charges have not been removed from my current or upcoming bill in April. No one has taken the initiative to apologize for the inconvenience, and I feel left to deal with a significant bill that needs to be rectified. The resolution of my bill seems to be dependent on a warehouse staff that is elusive.
Reported by GetHuman2597913 on Dienstag, 26. März 2019 17:03
I have experienced ongoing issues with Verizon Wireless regarding receiving incorrect products, subsequent returns, and billing errors. Despite multiple calls and assurances that the situation would be resolved, charges for old devices persist on my bills. A defective and incorrect item returned three months ago was never removed from my account, leading to lengthy and frustrating phone calls to rectify the situation. Moreover, I am still being charged for an iPad that was returned due to being the wrong item, with no resolution in sight. Communication between departments is lacking, and I am left navigating complex issues without access to a manager. I am seeking a significant adjustment to my bill and compensation for the time and inconvenience caused by Verizon's errors. It is crucial that they address these issues promptly and provide adequate support.
Reported by GetHuman2597913 on Dienstag, 26. März 2019 17:18
I have experienced ongoing troubles with Verizon Wireless due to receiving the incorrect products, resulting in unresolved billing issues. Despite multiple calls and assurances, the situation persists with unauthorized charges for devices that were returned months ago. The customer service experience has been frustrating, having to repeatedly explain the situation without progress. Charges for defective or unreturned items remain on my bill, requiring extensive phone calls to address. The unresolved matter includes being charged for an iPad that I returned due to being the incorrect item. The lack of communication between departments and the inability to speak with a manager has further complicated the situation. I seek an immediate adjustment to my bill and compensation for the time and inconvenience endured. This ongoing issue needs to be resolved promptly by Verizon Wireless.
Reported by GetHuman2597913 on Dienstag, 26. März 2019 17:21
I have been a loyal customer for 19 years. Recently, my Moto Force 2 was having issues, and despite paying $13 a month for insurance, I encountered a problem when returning it. After hours of dealing with various departments at Verizon, I was promised a $[redacted] credit once I provided the tracking number for the returned phone. However, my service was suspended multiple times since then, causing immense frustration. The lack of communication between supervisors led to further complications, leaving me feeling mistreated by Verizon Wireless. I have spent countless hours and $40,[redacted] with your company, dealing with unhelpful agents and facing interruptions in service. My patience is wearing thin, especially during a difficult time as my mother undergoes surgery. I urgently need my phone lines restored and this issue resolved promptly without further delays or miscommunication. Your immediate attention to this matter is greatly appreciated. Thank you. - LR
Reported by GetHuman2650690 on Montag, 1. April 2019 02:59
Today, my jetpack stopped working. I made two visits to the Verizon store, went to a battery store, and spoke with seven Verizon representatives over the phone. Five of them claimed I had no insurance, but when I contacted Assurion, they confirmed I did have an extended plan. Two Verizon employees mentioned I had insurance, while one attempted to sell me a new jetpack for $[redacted]. After a five-hour ordeal with conflicting information from different Verizon representatives, I felt frustrated. One representative even suggested I was responsible for a malfunctioning jetpack and services I never received. Dealing with this situation was incredibly exasperating. None of the Verizon staff members were able to offer any assistance. Despite being covered by insurance, Verizon tried to sell me a product unnecessarily. I had to mention involving my lawyer as I was not making any progress. I appreciate Verizon for nothing but causing me a headache.
Reported by GetHuman2663365 on Dienstag, 2. April 2019 01:38
I purchased a $40 refill card for my phone. I added it before my service ran out, and I received a text confirming the money was added. The following day, it showed insufficient funds. When I tried to re-enter the card, it said it was invalid because the money was already used on an account. It's frustrating to be told the money was added and then find out it wasn't. I just want my phone working with the minutes I paid for. Your assistance in resolving this matter is greatly appreciated.
Reported by GetHuman2663655 on Dienstag, 2. April 2019 02:59