Verizon Wireless Customer Service Issues

I am experiencing issues with my landline phone and one of my televisions. The television displays a message "Check signal cable" despite my attempts to troubleshoot. Upon realizing my landline is down, I contacted Verizon using my cell phone, but was prompted to enter a code to speak to a representative, which I couldn't see clearly due to poor eyesight. I urgently need assistance as I have family visiting soon and require the use of my landline. How can I schedule a service person to address these problems? Unfortunately, I don't have my account number on hand as I don't retain bills. Thank you, Ken B.

I purchased two Galaxy S7 phones and a tablet from Brookings, SD. I attempted to return the items within the 14-day window, but the salesperson refused to process the return due to the store closing. I contacted the store manager, who was unhelpful and wouldn't provide me with further contact information. I incurred termination fees that went to collections, affecting my credit. Despite reaching out to customer service and Jefferson Capital Recovery, I have not found a resolution. I am willing to return the phones to rectify the situation. If this matter isn't resolved promptly, I will seek legal advice. Urgent assistance is required. Thank you. - A.P.

About four weeks ago, I received a call from Verizon Wireless regarding an attempted order for an iPhone X in my account. The person claimed to be Shawn Johnson and wanted the phone sent to Yonkers. I appreciated the call for verification purposes. The Verizon representative did not request any account details and handled the situation professionally. After some checks, they informed me they were crediting one of my bills as a gesture for the inconvenience caused. They even mentioned clearing my past due balance. They knew the exact amounts of the bills, so I trusted it was indeed Verizon Wireless. Additionally, I received a confirmation text about the payment posting successfully. However, I was shocked to discover that my services were suspended due to the past due amount. A recent call to customer service left me dissatisfied as the representative was rude and unhelpful. I am currently unable to pay the $[redacted] owed as I am not currently employed. The funds I had allocated for Verizon were used for holiday gifts for my children, thinking the call was valid. I am hoping for a callback or email from Verizon to resolve this matter. My phone service remains suspended until I can settle the bill after Christmas. Thank you, David L.

I would like a refund for the unexpected roaming charges on my recent statement. I was under the impression that the roaming charges would only be around $10, as assured by a Verizon representative on Oct 25. To prevent this in the future while traveling outside the U.S., should I simply turn off the phone? I only carry it for use before/after international travel. During my visit to Canada, I briefly used Google which resulted in a text notifying me of an estimated $[redacted] charge, prompting my call in October for clarification. I will make sure to avoid such usage in the future. Thank you for your assistance with this matter.

My account number is [redacted]-[redacted], and my phone number is [redacted]. My account got suspended due to non-payment. I purchased gift cards at Walgreens to settle the overdue amount and restore my service, only to realize they were for prepaid services. Despite reaching out to Executive Leader Rima Qureshi via email and multiple phone calls, I have not received assistance. Another customer faced a similar issue in [redacted] and had it resolved with a credit on their account. I have even contacted several news outlets for help. I urge Verizon to reconsider how they present their products and request a credit to my account. I rely on my service for both medical reasons and work.

Hello, I manage a company that offers a rent-to-own service for various devices such as iPads and smartphones. Recently, we had to repossess an iPhone from a customer due to non-payment. I am currently in contact with Apple to have the phone unlocked. They explained that since the device was originally certified by Verizon before being sold to a distributor who then sold it to us, I would need authorization from you for them to proceed with the unlocking process. I have provided them with the necessary information like the IMEI numbers and copies of our receipts. Could you please send me an email confirming that you approve the unlocking of the device? I can share our receipt and the relevant phone details with you once I have your email confirmation. Thank you for your assistance. Sincerely, Michelle R. - Sales Lease Store Manager

My husband and I experienced issues with our Verizon cell phones, as we couldn't make or receive calls from each other. After contacting Verizon's customer service via [redacted], we spoke with Brenda, who suggested that the lack of reception may have been due to being inside a warehouse. However, when we tried to make calls from a Target parking lot and our home landline, the phones still didn't work, contradicting the warehouse explanation. Despite showing full bars and having made calls in similar locations before, our phones were deemed out of service even from a different line. My cell phone number is [redacted], and my husband's is [redacted]. We reside in San Diego, CA, with cell phones from Santa Fe, NM, and the problem persists despite being home for hours now.

I have been attempting to reach a representative at three different numbers for days. As an older individual without social media accounts, I prefer speaking directly to a person. Dealing with Verizon has been a major source of stress for me. In Payson, Arizona, there is an independent store representing Verizon. Unfortunately, they have accepted my payment, failed to fulfill their promises, disconnected my phone, and prevented me from receiving calls on my main contact number for days. This has severely impacted my business, which I have operated since [redacted]. I would like to lodge a complaint about the store and its manager in Payson. Feel free to contact me at my Verizon number, [redacted], but it would be more reliable to reach me on my CenturyLink landline at [redacted]. I am available in mountain time for calls except between 11 am and 5 pm. Thank you for your prompt response.

After my phone was stolen and recovered, it was severely damaged, malfunctioning, and uncontrollable. Unable to afford to settle the device, my boyfriend and I visited the local Verizon store for assistance. Regrettably, the customer service experience was extremely poor. The representative was disrespectful, condescending, and unhelpful. I am in urgent need of a functional phone with a payment plan, as I am willing to continue paying off the damaged one. The current situation is preventing me from using the service I am paying for. Additionally, there was an issue with getting screen protectors purchased by my boyfriend.

I canceled my sister's services with Verizon Wireless on December 14 and returned her new phone to the Gunbarrel Road Store in Chattanooga, TN [redacted]. Unfortunately, she passed away on December 2. Despite assurance from the agent that auto-pay was stopped, another payment was deducted from her account on December 20. I need this resolved as her husband, residing in a nursing home, depends on these funds. Kindly refund the money to her account. If necessary, I will escalate this matter further. Thank you. - Karen Taylor, sister of Bettye Hooks and payee for her husband. Bettye's phone number was [redacted].

During my extended stay in Japan, I engaged in discussions with various Verizon customer service representatives and supervisors regarding an affordable international plan. However, there seemed to be discrepancies in the information provided to me by different representatives, leading to confusion and frustration. Despite being a long-standing Verizon customer, the current expensive international plan is becoming unsustainable for me. I am seeking assistance from a higher-level manager or director who can provide comprehensive information and help me find a more cost-effective solution. The abrupt addition of $10 daily passes without prior notice is unreasonable and financially burdensome. I am contemplating suspending my account unless a suitable international plan can be arranged. It is crucial that this matter be addressed promptly to avoid incurring additional unexpected charges.

I recently received a notification stating that my Verizon Wireless online account has been removed from access for Account Number ending in [redacted]. I own an iPad with a phone number ending in [redacted], and I do not have any information regarding a different number associated with my account. I am now unable to log in to my online account both through the website and the app. I am concerned about the existence of the [redacted] account number and its implications. Has there been a mistake, or could someone have attempted to open an additional account under my name? I would like to understand why my ability to manage my iPad account has been revoked and find a resolution to this issue promptly. Thank you. —Laine T.

I was initially quoted one amount per month, but then my bill doubled without warning. When I tried to resolve the issue with customer service, they gave me the runaround. Refusing to pay the inflated amount resulted in my bill being sent to collections without any opportunity to dispute it. Despite numerous attempts to discuss the matter and clarify the original quote, I was met with unhelpful automated systems and unresponsive representatives. The fraudulent charges have not only impacted my credit score but also led to my service being cut off while I continued to be charged erroneously. This experience is unacceptable, and I am determined to share my story with others unless it is rectified promptly.

I am experiencing continuous issues with my Apple iPhone purchased at a Verizon store in Peoria, AZ, two years ago. Lately, the call quality has significantly worsened, with numerous dropped calls and poor connections. Calls to family members on Verizon phones have been frequently dropped, as documented in my phone's call history. Moving around the house while on calls exacerbates the problem. Calls made on 1/16/19 and 1/18/19 were both dropped multiple times. Most incoming and outgoing calls lack sound, making communication impossible. As longtime Verizon customers residing at the same address for three years, we need assistance in determining if the problem lies with the phone, security settings, or cell tower issues. Any help or guidance on resolving this issue would be greatly appreciated. Thank you, Anne & Tim Pharris.

I had an installation scheduled for Friday, January 18, [redacted], from 3-5. Despite waiting, the technician did not arrive until much later. After rescheduling, I was promised a technician on Saturday at 10 am, and a billing manager would call me at 11 am. Unfortunately, no one contacted me. After another frustrating phone call, I was informed the earliest available appointment was on January 25th, which is not convenient for me. The lack of communication and delays have been unacceptable and disregard my issues as a new customer.

On September 29, [redacted], at 10:07 a.m., my 81-year-old mother, C. P., visited our local Verizon store at [redacted] S. Washington Avenue, Titusville, FL, to address her slow internet issue when using her Hotspot on her phone. She was on the Beyond Unlimited plan, granting her 15GB of Hotspot usage monthly, which usually sufficed for her daily activities on her computer. When approached by Kayla Earl from Cellular Sales, my mom explained her problem, and Kayla promptly suggested upgrading her phone without clarifying the full price. Despite not intending to buy a new phone, my mom was persuaded under the impression it would only add $2.00 to her bill. Kayla covertly downgraded mom's plan, concealing the actual phone cost of $[redacted].00, leaving mom without the Hotspot functionality she needed. After being denied the return of the device by Cellular Sales on December 14, [redacted], I escalated the issue to the FTC and Mr. Christian Tarman, the Manager at Cellular Sales, on December 19, [redacted], seeking to revert mom's plan until the phone was paid off. I suspect deception due to mom’s age and seek Verizon's consideration to waive the Early Termination Fee for contract cancellation. Contact number: [redacted]. Additional documentation available upon request.

I have been a loyal Verizon customer for years. Recently, I upgraded two of my lines to new Samsung Note 8 phones, but after 2-3 months, one of the phones had a battery issue. Verizon sent a used phone as a replacement, and I followed their guidance to return the damaged phone to an authorized retail store. On the same day, I added two new lines and received Samsung Note 9 phones. Despite returning the damaged phone as instructed, I continued to receive calls to send it back. After contacting Verizon and speaking with a customer service representative for nearly 2 hours, I was assured the issue would be resolved, and charges would be waived. However, now I see a charge of $1,[redacted] for the phone on my bill. I am frustrated with the situation and looking for a resolution.

Dear Verizon Billing Department, I would like to bring to your attention that on Thursday, January 24, at 2:42 P.M., Verizon reset my internet service. This reset included creating a new Network Key Name and Wireless Password for my existing Verizon router to address an earlier internet outage I experienced on Sunday, January 20, [redacted]. Although I was able to wirelessly print from my laptop to my HP printer before the outage, I realized on Friday, January 24, that this functionality was no longer working after the reset. I suspected that the new Network Key Name and Wireless Password might be the cause. I contacted HP Support at [redacted] on Friday, January 25, [redacted], incurring a charge of $21.76 to resolve the wireless printing issue. The HP assigned Case/Order # was B4NJC0498-01. HP Support informed me that the printer could no longer print wirelessly due to difficulty in reconfiguring the laptop's wireless settings after Verizon changed the Network Key Name and Wireless Password. Therefore, I request a reduction in my internet fee for the 4 1/2 days of service disruption and reimbursement of the additional $21.76 I spent on HP Support to restore my wireless printing capability. Thank you.

On September 5, [redacted], at 4:35 PM I bought a Verizon Moto G6 Play at your Tunnel Road store in Asheville, North Carolina. The total price was $[redacted].24, sold by Rep. Eric Rulifson. I also got an unlimited prepaid plan for $55/mo. After using the G6 Play for 3 billing cycles (through December [redacted]) and making a January [redacted] payment, I faced issues when renewing my plan for the 4th billing cycle. My cellular service was disconnected earlier than expected, and my new Moto G6 Play stopped working around the same time. I am experiencing trouble with the phone – it won't turn on, the charging icon blinks but doesn't charge. I am requesting a refund of $[redacted].24 for the phone and $54.16 for the January payment, totaling $[redacted].40. I hope for a prompt resolution to this matter. Thank you. Best regards, Laura A. Clark

Last week, I contacted Verizon to inquire about adding TV to my plan, which would be the triple play package. After providing a list of channels my wife and I needed, the agent informed us we could get all the channels except the DIY channel with the premium package. When quoted a $[redacted] installation fee, we declined. The agent then reduced the fee by $50 and credited our bill with the remaining $50. Our bill for the triple play, taxes included, was to be $[redacted] a month, $11 less than what we paid with Verizon and DirectTV. On February 5, the installer hooked up the TV, but we discovered it did not include the golf channels we wanted. To add them, we were told it would cost $15 more a month. This misunderstanding led to a sudden bill of $[redacted], not what we were told. After a back-and-forth, we decided to cancel the service, which led to complications when trying to return the equipment. Despite being loyal customers for 50 years, we faced unexpected cancellation fees. Besides notifying Verizon's CEO and relevant consumer agencies, we had to reconnect with DirectTV due to the service discrepancies.