VerizonReviews 1,047

I have been fooled by Verizon customer service.
The story starts from receiving an email with offer to exchange an old device into a new one. I've called Verizon customer service for the details and got details said that if I purchase a new iPhone I will get 600$ for my old Samsung Galaxy that will go towards balance that I have.
So I received a new phone in a couple of days with return package for my old device. My old device was in close to mint conditions but the "600$" deal supposed worked out great.
However night mare started once I got my phone back from Verizon with a broken screen (few chips from the hit). Letter told me that my device is broken and I'm not eligible for the exchange program. I called customer service immediately. They looked at the broken device trough the screen of my new. They went over shipping information and came to the point that shipping took too long and it is the cause of existing conditions. They were sorry for what happened and issued me a new shipping label. They also told that they gonna close some fee for other device as a complimentary sorry. The situation was weird. I had to spent on the phone for a long time. But I understood and even left the person a 5star review as I received a call back asking for review. I sent my old device back the same day.
I had to regret it latter. More than one month after I sent my device to Verizon for the 2nd time I received a bill with 600$ extra on it. I called Verizon customer service again. The person who took my call said that I don't have to worry about he has submitted a request to return my money. He also said that he is gonna call me within 7 days to confirm. 12 days later I haven't received any call back from Verizon and decided to call there again. They transferred me from department to department. I've been on hold for more than 2 hours. Finally somebody promise me another call back. Once I received call back I was told that now they don't believe in the case where my phone could get damage during shipping. I can't return my new phone because it's too late. But the most horrible thing is that I can't receive my old phone even with cracked screen. She said it's the policy. On all my questions about previous calls and "why did they sent me my phone in the first case" I received the same answer: "I don't know". It's weird when the only person after all taken time for research replies you jus "I don't know"
Bering customer of Verizon with family of 5 and home internet. Without any missed or late payments I definitely reconsider them as a service provider.
Be aware of horrible customer service and huge amounts of waiting time.

I do not have Verizon service and never did. After my recent experience I never will use Verizon. I have a prepaid tracfone, area code 505 (New Mexico) and a landline, service thru Comcast, area code 302, (Delaware). I have been contacted by a very aggressive collection agency, Jefferson Capital, trying to collect a bill from a "Mike Davis", a person unknown to me. When I asked these collection agency employees how they got both my phone numbers I was told Verizon provided them. I had a long exchange thru Messenger with Verizon Customer Service - I mainly want to know how Verizon got my phone numbers and why they gave them to the collection agency. It was suggested to me that maybe "Mike Davis" had both my phone numbers in the past - a very, very remote possibility. I had the tracfone number for 5 years at that point and my landline for over 4 years. After multiple exchanges I was promised this would be looked into and I would get a response in 48 hours. I waited a week and was told no one can tell me how Verizon got my phone numbers and I should call their fraud department. I thought this was a waste of time, as I wasn't suspecting fraud. I got a real curt, abrupt person there, after about 1/2 hour on hold, and was told "fraud can't do anything about this" and to just block the caller. Neither of my phones have that capability and the collection agency uses multiple phone numbers, so blocking one is useless. I shouldn't have to live in fear of phone calls from collection agencies working for a company I have never had an account with.

We had AT&T for years, we were browsing other carriers for cheaper plans. When looking into Verizon the unlimited plan we signed up for was supposed to be about $120 for 2 phones. We found the price increasing every month, we also have a military discount that seems to be taken off then added back in other fees. We've since stopped paying because it became too hard to afford it. Last month for 2 phones were having to pay over $350. They're customer service is terrible also, don't expect any help and you'll be on the phone all day with no resolution. We contacted their financial assistance because this price per phone is insane, they really don't care. They aren't being charged for it so it's not their problem. I regret ever switching, well be switching back asap.

Wasted six hours trying to get simple answers and kept getting contradicting answers. Made no progress. Also scheduled 2 appointments for rep to call back. Rea never called.

I was told to use my bank account and auto pay to get a $10 discount on my overall bill. First bill came and it was $135 for two lines and a watch. Second bill came and it jumped $285. Found out the company had a bunch of extras on there. Got them removed and got about $75 credits for my next bill. 10 days later my service was shut off and they put some other number on there. Lost my original number and told me the number I had been using was a temporary number only and that i had requested that they use the other number. To get service on my phone I had to get a whole new number because the number that "I requested" was not available. They refused to give any credits to the account. I switched to ATT and they slammed me with a bill for $318 which I am still trying to figure out why since we did not have a contract. Just be very careful if you do business with Verizon. They are very shadey.

I can't get ahold of anyone, I can't stop the charges, can't login to my app. And I am traveling in another country with these problems. My last bill exceeded $300 and I have many more charges to dispute you know, after I can finally make it back to Ohio. These people do not care and I am literally stranded in another country. I do not recommend them at all and I'll never use there service again!

Extremely Dum and poor customer service. I dont know how they hire people. Unreliable and do not take any accountability for thier worthless, substandard services.

I called them to disconnect all lines from my account - 6 devices. The reason is that despite being told that my home area would have 5G service as soon as it rolls out (I live in a metro area of 4 million people, not the sticks). That time is now, and we still do not even have reliable 4G data service. At best, the phone screen says 4G (grayed out) but there are zero bars shown for signal strength. Sometimes we can only make voice calls using the WiFi calling feature from the cable company. I know that the 5G works on my phone because it is indicated in nearby areas but not where I live. I have to work from home due to covid so I do not care if it is available nearby. I am paying for premium service at my house and I do not even get good 4G here.

After waiting for one hour on hold, I got some woman who could barely speak English. When I finally made it clear that I wanted to cancel all my lines, she would not do that, instead transferring me to another department so they could get the necessary information from me. I have now been on hold for nearly two hours and it is nearing the time when they will shut down customer service for the evening.

I signed up with Verizon at the end of August. They lost my phone and tablet and I STILL haven't gotten my rebate for my old bill.

If you need to talk to a real human at Verizon, get connected to their Sales Dept. This takes one minute, compared to the average 45 minutes of waiting on the phone, waiting for a call-back appointment (yes - they ask you to make an appointment!), or even just waiting to chat. Apparently, they care more about selling their brand than taking care of those who've already bought into their brand. If the sales Dept can't help you they will transfer you to their "Care Team".
I've been with Verizon, literally from the beginning when they took over Airtouch. Their service used to be worth paying extra for but, hey, love doesn't always last forever.
I'm leaving and I'm not waving goodbye.
%*#@!

I placed an order online, credit approved, was financed and verizon processed my payment. About 2 hrs later I received a cancelation email for further verification docs (i. E. state ID). An email link to upload doc was sent. I uploaded my ID but never got a ref number. I took pics of front and back of ID and emailed it to Verizon. After several calls to the fraud dept, I finally went into the Verizon Corp store with my ID because online they claimed they couldn't scan it. A rep scanned my ID, gave me the 9 digit ref # and told me to call back in a couple hours to provide the ref #. Because this was a shipping order, that's all he could do from the store. I called back to the fraud team to provide my ref # and here's where it went south. The older man I spoke with said my order was conflicting because it was being shipped to another address. The address is where my grandchildren live and the phones were a late Christmas gift. The older man then proceeded to say, "I'm not pushing this order thru... these phones cost $1400 a piece" Now you're assuming what I can and cannot pay for. Total disrespect. All he kept saying was how much the phones cost and he's not gonna push the order thru. I believe Verizon should go thru the COMPLETE verification process essentially BEFORE YOU TAKE A NEW CUSTOMER'S MONEY. The only fraudulent activity I see here is 1) you should properly verify before taking downpayment. 2) Train your reps to properly speak with a customer, and 3) well you already know... 1 less future customer. I'm supposed to get a refund in 3 to 5 days, but it only took you a few minutes to get my money up front... go figure!

Absolutely terrible provider. Was promised rebates, low prices, etc. they found every reason to not honor the rebate and their prices are higher than promised. Good luck contacting someone to actually talk to from customer service. They purposely drop your calls, the automated systems cannot answer your questions and their customer service is horrible! Would NEVER recommend to anyone this provider. Was with ATT for years with zero issues and wonderful customer service. We only switched for the gizmo devices and now we realize we should have stayed with ATT and got apple watches. It would have been cheaper due to all the hidden fees Verizon has!

Their customer service in South Salem is THE WORST. We were told that we would have to wait for a half hr, it was over and when I asked how much longer it would be he's said it tablet shut off and he forgot about us then followed me and informed me that it was on a priority basis. Since I'm still waiting at this point the same jerk yelled at my husband from across the room to pit his mask over his nose ( it fell down) while another guy who was their before us has his down around d his chin and the Lil punk kid didn't say a word to him. I finally was helped by another guy who informed me if I wanted my old phone content transfered to my new phone I'd have to come back the next day as he didn't have time to do it I also was not given a return label like they said the would gi e me so I could return my trade in phone SMFH

It would be so nice to actually talk to someone without some voice saying try your app. Lol, that application is a sad and pathetic joke, so do not waste your time on it

Verizon customer service used to be good. At most, I'd wait 5 minutes and have a real live person assist me with any inquiries. Now, it takes about 10 minutes to go through Verizon's useless automated message system that tries to convince you that talking to a robot will solve all your problems. This is Verizon's way of cutting down costs and wasting your time. Now not only does Verizon waste your time by having you wait at 40 minutes-1 hour to get a live person on the phone but they also waste your time through their outdated backward website. It appears that their website has not been updated since the 90s. Case in point: you cannot manually delete any saved credit card payment on your account You have to wait for a "random" time period and their system will erase those cards stored. I'm trying to get a hold of a person to fix this problem as the automated person gave me their phone number to their financial services. So far I've wasted about 1.5 hours on this and who knows how long it will take to solve this problem. So much for automation and efficiency. Clearly Verizon is not efficient and needs to get with the times.It's clear to me though that they don't care about that either. The executives want to just fill in their pockets. We are commoners to them.

For being the most expensive wireless company on the planet, they provide zero customer service or support. Every time you try to call them you are prompted to text a computer service that doesn't work and then it hangs up on you. Verizon get your $#*! together and provide actual customer service.

They PROMISED a gift card AND no contract. Lied about both. Called the rep back and she ignored my call. When i called with a different number she picked up. I started to talk to her and got angry about why she ignored my calls for so long. She said that she cant talk to me because i got angry and she hung up. To cancel is a $550 fee. They are garbage people. And when I told them that I had issues for so long and thats why I wanted to cancel, they said that they had no record of it at all in the system. I have emails discussing this issue. They didnt care.

Wait times of over 30 minutes are routine. If the call is dropped after you reach a representative, they may or may not return your call. Absolutely unacceptable.

I used to have T-mobile and because of a promotion Verizon had, I decided to switch to Verizon. The promotion was giving $250 e-gift card. They didn't email me the gift card and when I contacted the customer service, they said the retail employee might have been wrong and there was no gift card promotion. I had to contact them every month and it would take me at least an hour and half because the customer service is extremely slow. Not only that, but on every month's bill, they would charge you for extra things you didn't even ask for. One time when I was checking my bill, I noticed they were charging me more than normal and when I contacted they said I was right and they would fix it. What I meant by this example is that you always have to pay attention because they just look for a chance to get money from you.
Their live chat is also horrible and you should know that if you decide to contact them, your whole day is gone, that's how slow they are.

For a "communications" company, Verizon is terrible at communicating. Orders a new cell phone from Verizon... never delivered. Have spent 3 hours calling Verizon and on hold to actually speak to a human being. Nothing. Absolutely unacceptable. They really need to get their act together!