Verizon Customer Service Issues

Two months ago, my husband and I upgraded our old flip phones at the Burnsville office. We chose 2 new flip phones with a monthly cost of $7.50 each for 24 months, plus tax. Unfortunately, our original plan was no longer available, and the new plan is $5.00 more per phone per month, resulting in an extra $24.50 monthly cost. Our first bill was $[redacted] with activation fees, and the second bill was $[redacted]. However, we are facing issues with receiving and making calls from home. When I tried to return the phones due to these issues at the Burnsville office where we purchased them, I was informed that they do not accept returns or close accounts there. I intended to return the phones earlier but had surgery, which is why I am only able to address this now. As long-time Verizon customers since [redacted], this is the first time we have encountered such problems. Being retired, the increased costs are difficult to afford, especially for phones that are not functioning properly.

Verizon recently installed a fiber optic cable in our front yards, despite having a utility easement in the back of the properties. Their contractor, Mastec, promised to restore the yards to their original condition after the installation. However, the post-installation yard work was subpar. Sand was spread and sod was haphazardly placed, leading to erosion issues during rain and an uneven lawn. The sod used was of lower quality (Bermuda instead of Zoysia) and contained weeds. I simply request that my yard be returned to its pre-dug up state. Thank you.

Hello, I’m Don Couch, and my wife Laurie and I share a Verizon account. My cell phone number is [redacted], and hers is [redacted]. Our primary address is [redacted] Front St. Monaca, PA [redacted], and we also have a camp at [redacted] Mayburg Rd., Sheffield, PA. We suddenly lost service last night around 11 PM at our camp location, where we've always had reliable service. Even after a day, the service has not returned, and it seems our neighbors and my father, whose number is [redacted], are experiencing the same issue. Given the severe storms last night, we suspect there may have been damage to the Verizon tower in the area. We have been loyal customers for a long time and hope this matter can be resolved swiftly. Thank you for your prompt attention to this concern.

On April 29th, I switched two lines from AT&T for the switcher promos involving DuraMax Pro, iPhone 8 Plus, Jet Pack, and Hum. It was promised that I would receive $[redacted].00 in rebates after 45 days. Despite speaking to multiple representatives, the process has been repeatedly delayed. An individual named George contacted me via email stating that I did not "opt-in" and therefore do not qualify for the rebates. I was assured at the time of purchase that everything was in order and I only needed to wait the specified 45 days to receive the rebate. I am frustrated with the lack of clarity and wish to receive my rebates by 5:00 pm on July 29, [redacted], or I will pursue legal action. Additionally, I question why I was charged a $[redacted].00 activation fee when others I know were refunded this fee. While I appreciate the improved service compared to AT&T, I am disappointed in your corporate ethics. Thank you. Dr. J. M. Kishur

I visited a Verizon store in Highland, CA, to return a faulty Victra device three days after buying it for $62. Despite my efforts over four hours to resolve the refund issue, the manager arrived unexpectedly and persuaded me to purchase a Samsung Galaxy tablet with a new $[redacted] contract. However, I left without any paperwork detailing the transaction.

I brought a non-working cell phone to my local Verizon store for repair. After being advised to return it for a replacement, I was convinced by Kesha to purchase a new Victra device, which I paid for. Unfortunately, the new device did not charge despite my attempts and return visits to the store. When I asked for a refund within the three-day warranty period noted on the invoice, Brittany disclosed that the battery had been incorrectly inserted by another employee, Kesha. Frustrated by the situation, I sought a refund, but Brittany mentioned a signed two-year contract and a $[redacted] cancellation fee instead of a refund for the $39.99 device. Following a lengthy wait, the manager declined a refund and offered to apply the amount to other purchases without providing any documentation. I left with a Samsung Galaxy Tablet A, feeling overwhelmed and tricked into a costly Verizon contract as a non-customer. With legal assistance planned, I aim to address this deceptive experience and caution others about potential fraud and poor customer service at Verizon stores.

I bought an iPhone 6 outright from Page Plus and used it for several months. My free government phone got stolen, so I want to transfer the number to the iPhone 6. Link informed me that the iPhone 6 is locked with Verizon and I need to unlock it. I have a tight budget of $[redacted].00 a month and can't afford the $5.00 form fee. Please assist me with unlocking the phone. Thank you.

I have been with Verizon for years. I am frustrated that they are pushing customers to sign up for autopay without giving an easy way to opt-out. I logged in to make a payment and felt pressured to provide my debit card information. I prefer not to have my card stored by any company. Verizon should offer alternative payment options like a phone number, not just force autopay enrollment. If this continues, I might consider leaving Verizon. It's important to have choices and not be forced into using technology. This kind of practice is unethical and unfair to customers.

I've recently noticed that the "CALLER ID" feature on my home phone is no longer working. I've attempted to contact customer service at [redacted] twice since 6:00, but I have been unable to reach a live person. This has been very frustrating and upsetting as having caller ID is crucial for me. I rely on it to screen calls from unknown numbers, but also need to be able to identify calls from family members, as was the case this evening. It would mean a lot to me if I could receive a call back regarding this issue.

My name is Earl Myers and my Verizon account number is [redacted]21-[redacted]. On 7/6/[redacted], I bought a Galaxy J3-v at your Circleville, Ohio store. During my purchase, the associate Savannah offered me a "Free" tablet, which I accepted. However, on 7/26/[redacted], I was billed $53.77 for the "Free" tablet and an additional $10.00 monthly for a Tablet Line Access fee. This contradicts the notion of "Free" as per our understanding. Had I been properly informed of these charges, I wouldn't have accepted the tablet. I wish to return the tablet and have the new line, [redacted], removed from my bill. I believe Savannah misled and deceived me, potentially for personal gain. Unfortunately, we received the bill too late to cancel the charges. I seek your guidance on this matter.

We have been loyal Verizon customers for many years. However, the family plan under the name of Rebecca A. Grooms, with phone number [redacted], was disconnected today. As senior citizens who don't drive much, we prefer to handle this online. We previously chatted with representatives, completed a credit application, but got disconnected. Our application is currently being processed. Could you assist us with this matter?

I am writing to address an ongoing issue I have experienced with Verizon customer service. On February 26, [redacted], I requested a vacation suspension for my landline service, which is a service I have used without any trouble in the past. Despite multiple attempts and orders being placed, the service has not been properly processed. I have been billed incorrectly twice and received threatening letters about service termination. Each time I have contacted Verizon, I have been given different information and reassurances that have not been followed through. I am confused as to why my simple request is not being fulfilled and why there is a continuous billing issue. I have always been a respectful and prompt customer in my payments and interactions with Verizon. I am hoping for a peaceful resolution to this matter and that my landline service can be restored as requested. Thank you for your attention to this issue. Sincerely, Mrs. N. Scott.

I returned a router nine months ago, but the tech service person who came to the house claimed it was not received. I have the UPS tracking numbers from when I sent it last November. Additionally, I have been informed that I am being charged for this router, even though it has been in my closet for years. It was left by a tech manager during a previous installation. I would appreciate it if all charges related to this issue could be corrected.

My husband and I reside in Canada and have been using Verizon prepaid phones in the U.S. for several years. Unfortunately, we missed the deadline to renew our phone balances for this year. We lost the remaining hours, approximately 70 on my phone and 50 on my husband's, which had been accumulating over time. I recently found out that our basic flip phones will no longer be supported by Verizon, so we will need to upgrade to new phones if we wish to stay with them. I am wondering if there is a way for us to transfer the lost balances to new phones so we can continue with our prepaid plan. I would greatly appreciate speaking with a Verizon representative over the phone for assistance. Thank you. Barbara L.

Last Friday, I called to report a $[redacted] fee that appeared on our bill despite being told it would not be charged. The agent apologized, investigated the issue, confirmed it was resolved, assured me the fee would be removed, and promised to send an email confirming the resolution within 3 to 5 business days. However, I have not yet received this email. The phone number associated with the account is [redacted], the address is [redacted] Lyden Rd, Timonium, MD, and the email on file is [redacted] Feel free to contact me at [redacted].

I am experiencing the same issue with my phone that I previously believed was fixed on August 10 and 12. This problem has now recurred for the third time, and it is especially challenging for me as I am currently managing a cancer diagnosis and rely on my phone. The Landline Cordless Panasonic Phone Set provided by Verizon is only ringing once and is not giving me the option to leave a message. After speaking with a representative named Edwin on Friday, technicians came out and temporarily resolved the problem by adjusting some wiring. However, the issue has resurfaced, as the phone no longer disconnects after the first ring but fails to ring again or prompt for a message recording.

I called customer service last night and waited over 45 minutes for help. Even after speaking to a team leader who couldn't assist me, I was told to wait for a replacement phone because my Moto phone was deemed faulty. Unfortunately, the new phone was sent to the wrong address. While the Verizon customer service representatives were kind, it took some time to get a supervisor to promise expedited delivery by Monday noon. I rely on my phone for work, and after intermittent issues last week, it finally stopped working after I dropped it in water. I believe I shouldn't be charged $[redacted] for insurance on a phone that's already damaged. AT&T is offering a similar phone for free with a comparable plan. If Verizon can honor the replacement of my Moto as documented, I'll remain a customer. Otherwise, I plan to switch to AT&T and escalate my concerns to consumer services. Thank you for your attention to this matter.

Yesterday, I spent more than an hour chatting with one of your representatives regarding an issue we encountered with our voicemail passcode. My wife attempted to access our voicemail messages, but received an error message stating the passcode was invalid. We usually use the Verizon number [redacted] for voicemail, but the representative suggested trying [redacted] with the last four digits of our phone number ([redacted]) as the passcode. Unfortunately, changing the number and using [redacted] as the passcode did not resolve the issue. The representative attempted to assist us multiple times, but we continued to receive the "invalid passcode" message. They initiated a repair request with ticket number #VAC8047QLX. Despite receiving an email today stating the issue was resolved, we still cannot access our voicemail. We tried both numbers and passcodes, but the problem persists. Please urgently resolve this matter and contact my wife once it is fixed. Prior to my chat, my wife called Verizon but faced a lengthy wait time. Mary and Roley A. Roanoke, VA [redacted]

My monthly bill has been consistently around $80. However, for September, it has spiked to $[redacted].63, due on the 15th. The only recent change is that I am receiving numerous unidentified calls without initiating any myself. I am concerned about these calls and suspect I may be targeted. As a senior citizen, I rely on your assistance in resolving this issue as well as understanding why my bill has doubled. Any help you can provide would be immensely appreciated. Thank you for your support. Carol H. [redacted]

I am one of the Personal Representatives for an account belonging to a deceased individual and must close it. Unfortunately, I do not have access to the phone number associated with the account, but I do have the account holder's name. I have tried calling six different Verizon phone numbers, but I am unable to reach a live person without inputting a number. Live chat is also not an option due to the lack of the phone number. It is crucial that I speak with a representative, but the automated system is not providing me with that choice. Any assistance would be greatly appreciated.