Verizon Wireless Customer Service Issues

I recently upgraded my plan to unlimited data while on vacation. Unfortunately, I am experiencing issues accessing my Verizon account. This problem occurred previously, and after spending an hour on the phone with technical support, we were able to resolve it temporarily. However, the same issue has resurfaced. Every attempt to log in prompts me to reset my password due to security measures. I have not received the email link to reset the password, even after numerous tries. The automated assistance is not providing the necessary help, and I am unable to retrieve the customer service number to seek further support. This situation is incredibly frustrating, and I urgently need access to my account to view and pay my bill. Your prompt assistance would be greatly appreciated.

On July 19, [redacted], I placed two phone orders. The first order arrived without any issues. However, the second order ([redacted] line) has been problematic. I initially tried to cancel the order on July 23 due to the delay in shipping. After speaking with a customer service representative for over an hour, I was under the impression the order had been cancelled and a new one ([redacted] line) with an upgrade was to be processed for in-store pickup 50 miles away. Despite their reassurances, I never received the necessary email with terms and conditions. Visiting a Verizon store, the representatives spent over an hour trying to assist, suggesting the IT department needed to resolve the issue within 24 hours. On the evening of July 23, the app indicated the original order had been shipped, only for it to be delivered to the Verizon Return Center in TX by July 27. After further communication with a different representative for another hour, I opted to place the new order online. Though FedEx attempted delivery on July 29 and I was not home, I finally anticipate the phone delivery today, July 30. I am also awaiting a credit for the original order ([redacted]) which included a phone case and Verizon Up credits. According to the representative I spoke to today, the account should be credited within 10 days. Overall, I have experienced significant delays, incurred additional fees, spent hours on the phone, and traveled over [redacted] miles, all to still not have the phone in hand.

My account expires on August 21st, and I would like to request the cancellation of my account. It has been challenging to reach a customer service representative as the automated system seems to be the primary means of communication. I am disappointed with the service provided and would like this feedback to reach the CEO for improvement. Thank you.

During a chat with a customer service representative, I was offered an upgrade to the Samsung S21 for $[redacted] to resolve the memory issue I was having with my S6. I explicitly stated I didn't want a contract and was assured I wouldn't be locked into one. Surprisingly, I discovered a $[redacted].60 charge on my July bill, and after contacting customer service, I learned I actually had a purchase contract for the phone. This contradicted what I was initially told. Before taking further action, including reporting this as a 'bait and switch' to authorities and on social media, I'd like Verizon to address this discrepancy promptly. Looking forward to your swift resolution.

I need to update the address for an old tenant. We have removed them from our office but still receive their Verizon bill. Despite our attempts to update the address with the post office, the mail keeps coming. The account details are as follows: William Condon Account Number [redacted] Our address is: [redacted] N Miller Rd. Tempe, AZ 85[redacted] William no longer resides here and cannot receive mail at this address. Please remove this address from his account. I have no means of contacting him. Thank you, Owner of [redacted] N Miller Rd. (Please do not share my contact information with William)

I have had a poor experience with the Verizon support chat. I was transferred multiple times without success. A representative did not join the chat when promised, and I need assistance with loading Verizon Message+ on my computer to send and receive texts due to phone issues. The Verizon agent inquired if the app was previously downloaded on the phone and later mentioned that I cannot add it to my computer, but some access may be available via the website. They integrated messaging for online message viewing, but it does not support iMessages from Apple devices. I do not have additional Apple devices to view these messages, and I inquired about a web login solution but was informed one does not exist for iMessages. I feel the support is inadequate and am exploring other options.

Hello, my name is Florinda Carbajal. I was a Verizon customer from [redacted] until around December [redacted]. My account number was [redacted]-[redacted]. I purchased two Apple iPhones during this time period, but my husband lost his phone on the 4th of July [redacted] and it was replaced. I have the original receipt but not for the replacement phone. Apple has blocked the phone's information, requesting proof of ownership. They advised me to reach out to Verizon for assistance. Could you please provide me with a copy of the receipt or a letter confirming the purchase of the phone and its replacement? My husband needs this to access his contacts and photos. Thank you in advance for your help. You can reach me at [redacted] or via email at [redacted]

I have been experiencing issues with Verizon charging me excessive overage fees for media data when I'm not using it. My LG G2 has been displaying an error message, "Unfortunately, the process Android.acore.process has stopped," which interrupts my phone's functions. Despite reaching out to Verizon, the solutions provided have not been effective, and the overage charges persist without a clear explanation. I have communicated with Verizon through their digital assistant and a representative via chat, but the process has been slow and unhelpful. The company seems more focused on upselling me to a larger plan rather than resolving the root cause of the overages. I believe that certain pre-installed apps on my LG device, like Youtube and weather apps, might be consuming data unknowingly. I am requesting to speak to an experienced customer representative who can assist in identifying and resolving the issue causing these overages. If Verizon fails to address this problem and refund some of the charges, I am considering switching to a provider like T-Mobile. I am also interested in upgrading to an iPhone SE 64GB but have found Verizon's promotions only cater to multiple lines rather than single-line customers like myself. If there are any insights or solutions available, please contact me at [redacted] Thank you.

On February 15, [redacted], my spouse and I switched our phone service from AT&T to Verizon at Best Buy. Jonathan Feinstein assisted us with the setup, and we were supposed to benefit from a buy one get one free phone promotion, along with the 55 and over plan. Despite initially paying $[redacted].99 for the first phone and later $70.00 for the tax on the second phone on February 21, the promotion had ended. Kevin was supposed to apply the credit, but my bill remained higher than expected. Months later, I discovered I was being charged for the free phone and not on the correct plan. Due to COVID-19, resolving the issue was delayed. Despite speaking with Abraham Mitchell and Jonathan Feinstein, the refund for the phone and overpayment was not resolved. Feeling frustrated, I am considering returning to AT&T unless the situation is rectified promptly.

During my vacation last month on July 17, [redacted], I opted for the Verizon International plan for one month with an understanding of a one-time $[redacted] charge on my July bill. However, to my surprise, I was billed over $[redacted] as an access amount and an additional $[redacted] in August. Yesterday, on August 25, [redacted], I contacted customer service and after explaining the issue to Kate, I was transferred to a supervisor who acknowledged the problem. Although I was promised a return call within 30 to 60 minutes, and later on by 4:00 in the afternoon, no one reached out. Consequently, my services were disconnected this morning. I am seeking a resolution where the excess charges are removed, allowing me to pay for the agreed-upon plan, and for my services to be reinstated promptly. An apology is due for the lack of follow-up from the Verizon representative, considering my long-standing 25-year loyalty. I anticipate a fair and timely resolution to this matter.

Last Friday, my daughter added me to her account, and I received a Samsung A20 for free. I also got insurance, but I switched from Xfinity for a more affordable option. At 79 years old, living on Social Security, my only income, I wasn't informed about phone costs or insurance details. I'm concerned about potential charges and unclear terms. I inquired about senior discounts and Lifeline eligibility, but got limited information. I was considering bringing my own Verizon-compatible Samsung phone but encountered obstacles. My monthly expenses with Xfinity could amount to roughly $[redacted], a significant portion of my income. I feel overwhelmed and blindsided by the situation, lacking full disclosure and feeling pressured to make decisions. I want to return the phone, change plans, and secure a senior discount without facing excessive fees or penalties. The lack of clarity and transparency in handling my inquiries has left me anxious and distressed.

I have been a loyal Verizon customer for approximately 5-6 years. I always paid my bills on time and purchased 2-3 phones from them without any payment issues. However, I was shocked to receive a bill for $[redacted] for two months' service. I spoke to a representative who mentioned I had a half month still to pay for, but I decided to switch to Spectrum instead. Verizon's $20 smartphone access fee was the tipping point for me. I feel this fee is unfair as most phones are smartphones nowadays. I urge Verizon to remove the $[redacted] bill from my credit report with the three credit bureaus. I have always valued Verizon as a customer and hope they resolve this matter properly. Thank you for your cooperation. - A. D. [redacted]

I currently have an old cell phone ([redacted]) with a plan that Verizon recently switched to the “$5 plan.” I never set up an online account with Verizon since it wasn't necessary before. Previously, I used to pay $30 every three months to maintain a positive balance for my old plan. However, a recent message from VZW informed me that I now need to pay $5 per month to keep the new plan active, with the then-current balance supposed to cover the monthly $5. My balance was $[redacted].50, and there was no additional usage. Despite this, my service was abruptly cut off this week by VZW, and a deadline of October 2 for “payment” with a zero balance was given. I'm confused about the payment schedule and amounts, and VZW took my balance without any clear notification. I've had no luck reaching helpful assistance through various Verizon Customer Service numbers or at the local Verizon store. I'd appreciate some clarity on how the $5 plan functions and why my balance was deducted without warning or adjustment towards the new plan.

I recently switched my old cell phone plan to the new "$5 plan" with VZW. Previously, I paid $30 every 3 months to keep a positive balance for my old plan. After the switch, VZW informed me that I needed to pay $5 per month, which would be deducted from my existing balance. My balance was $[redacted].50 with no additional usage. Suddenly, my service was cut off this week with a deadline for a payment on October 2, even though my balance showed as zero. I'm confused about the payment schedule and amount due, as no clear warning was given before taking my remaining balance. Despite trying various Verizon Customer Service numbers, I have been unable to get a satisfactory explanation. The local store manager was also unaware of the plan change. I am seeking clarification on how the $5 plan operates and why my balance was not applied or mentioned before the cutoff. I request my $[redacted] balance to be reinstated and guidance on using the new plan moving forward.

I received a notification from Verizon stating that I have been charged $45 in overage fees for exceeding my data limit. I promptly turned off my data as soon as I saw the message indicating I was close to reaching my limit. It doesn't make sense to me how I could accumulate overage charges after disabling my data. I have been a loyal Verizon customer for over 50 years, originally starting with a landline and then transitioning to 4 mobile lines along with Verizon internet until relocating. Despite my longstanding relationship with Verizon, I am considering switching to T-Mobile due to their senior citizen plans that offer unlimited data. I am disappointed to part ways with Verizon, but I cannot overlook what appears to be erroneous charges. Ruth F.

I'm reaching out on behalf of a neighbor in my apartment complex, who is struggling with a flip phone provided by Verizon. She recently experienced a seizure and has limited ability to use her current phone. I believe she would benefit greatly from a smartphone. I'm concerned for her well-being, as she is 71 years old and needs a reliable means of communication. Please contact me at [redacted], my name is Vicky, so we can discuss how we might assist her in obtaining a more suitable device. Thank you.

Reference to a recent issue with my Verizon account ending in [redacted]. I am disputing charges following a service disconnect in August. I made a call to discontinue my service and transfer my number, ensuring my account was paid in full to a balance of $0. However, it seems that the service representative only approved the number transfer and did not properly close my entire Verizon account, resulting in additional charges for the Hum service. After discussing this with another service representative, it was noted that only partial service was disconnected. I requested to escalate this matter by speaking with a supervisor, but despite being promised a return call, I never received one. I am concerned about any negative impact on my credit score due to an error that was not my own. I hope for swift resolution and appreciate any assistance. Thank you. - Mayola Taylor - [redacted]

I recently received an email from Verizon regarding my old account, but since I am no longer a customer, I do not have access to my account ID. I canceled this account a few months back and no longer have the details. Before I make a payment, I would like to know the remaining charges on the account. I also need guidance on how to pay without access to my account or a paper bill. The email stated there is an amount due of $.56, which I want to clear. Any assistance on settling this would be appreciated, as I am unable to access the account. Thank you.

Hello, my name is L.V. and my account number is [redacted]. I recently switched my 4 lines to T-Mobile from Verizon. After the transfer, I received an unexpectedly high bill of $[redacted].59. When speaking with a Verizon representative named Glória at [redacted], I was advised that the excessive charges were due to not fulfilling a promotion acquired last year within the 12-month validity period. I did not sign up for this promotion, nor was I informed about any penalties for canceling my account when obtaining the transfer code on October 12th. I am seeking assistance as I refuse to pay for charges that were not clearly communicated to me. If necessary, I am prepared to take legal action to resolve this matter. I am open to resolving this issue by potentially offsetting the extra charges with a discount or adjusting the final invoice to account for the promotion terms that I was unaware of. I look forward to resolving this matter promptly. Thank you, L.V.

I have been charged by Verizon for LTE Internet since April, but I do not have this service or equipment. I have been paying $40 a month for something I do not actually possess. I have faced long wait times, been directed to the wrong department (Fraud), and even got disconnected when I spoke to an agent. I am very unhappy with Verizon's service. I believe I should receive a credit for the total amount of $[redacted] that I have been billed for a service that I have not received.