VerizonReviews 1,043

I'm a senior living in rural Texas. I ordered a Verizon Jetpack and prepaid plan on July 17,2025 through Verizon Corporate Sales. I never received the device — the address was entered incorrectly on Verizon's side despite confirming it multiple times.
Since then, I've experienced a complete collapse in customer support. My phone calls were dropped repeatedly, and eventually the system blocked me entirely:
"We are unable to take your call at this time. Goodbye."
I was forced into a bizarre online loop that linked my email to a Twitter/X account I never signed up for. I was locked out of all account access and could not get help from anyone — no case number, no email contact, nothing.
I filed a BBB complaint. A rep named Cassie was assigned. She acknowledged the errors but never followed up. I called her five days in a row, left voicemails — never got a call back.
After a week of total silence, I had no choice but to file a temporary bank refund.
Verizon is the only provider that works in my area. This was not a luxury — it was a necessity for my medical and financial safety.

Maybe its just how technology works these days, or how wireless companies "provide customer service" the first phone was free and the plan was cheap, no issues, until 2 years later when they gave me a free "upgrade" been worse since, so I ditched them, and now they are taking advantage of my grandma. Her plan for the flip phone and med alert is $40 a month, but she pays over $80.

When you transfer to a new service Verizon disables your account and you do not get any bill. There was a charge after I cancelled and I called in to get a bill, but I need a PIN that I don't have in order for them to help me. This is total run-around tactics and seems borderline illegal. Very shady. I didn't have any problems with the service when I used it, but I think this is the worst customer service I have ever witnessed. My jaw is still on the floor at how useless the service people are. If its not on a script they can't seem to help with anything. Their AI bot has to be the worst I have ever used also, I had to call back 4 times just to get someone to help with my bill issue.

My jetpack didn't work for months. There is a planned outage that is supposed to happen 4/22/25. I called Verizon 4/17/25 and was lied to and told they would ship me a new jetpack because my insurance covered it. 4/18/25, just a shell of a jetpack came. I called Verizon and they told me to just put my old defunct battery and sim card into the jetpack. They said shipping a new jetpack would take too long. I told them it is crazy to install a defunct old battery and card into a new jetpack shell. I explained I"m desparate and need them to ship a battery and sim card by Monday so I can test the equipment and prepare for the power outage and my class Tuesday. I called and they never shipped anything. I cancelled the jetpack. Lies, Lies, Lies.

I deeply regret transferring my business lines over to Verizon back in September of last year. From the very beginning, I was misled by their agent, Carlos Ramirez, at the MacArthur Blvd Corporate Store in Irving, TX. He assured us that all three of our traded-in devices qualified for the $1,000 trade-in promotion, but only one actually received the credit. Carlos claimed he had submitted the paperwork for a manual adjustment, but that turned out to be false. It wasn't until months later (currently!) I visited another store that I discovered the other two devices never received the promo at all. I then drove all the way back to the original store, where Carlos pretended not to know what I was talking about. After pressing him, he finally admitted he made a mistake and assured me he was fixing it. Fast forward weeks later—I receive a bill over $1,000. When I reached out to Carlos for an explanation, he took no accountability. Instead, he falsely claimed he had told me there would be a chargeback when the correct promo credit was applied—a complete lie. My sister also spoke with him and experienced his nasty attitude firsthand. Verizon needs to hold their employees accountable—not only for failing to process promotions correctly but also for misleading customers and failing to explain critical details. If Carlos had been honest upfront, I wouldn't have been blindsided by such a massive bill. I will be cancelling my business account immediately and returning to my previous provider. Avoid this Verizon store at all costs! The store manager and regional manger were even rude to the agents at the store that called them trying to figure out what was going on with my account.

I've been a customer of Verizon's for over 15 yrs. It never improves. Every time I try to sign in to pay my bill or do anything else, it never, ever recognizes my password. This happens every single time.

I then have to go through the process of either changing my password, or having a text went to my phone. Even with the password change, I still have to go through waste of time of verifying on my phone.

If you contact customer support for any reason, expect to be on the chat for a minimum of an hour. They can't deal with any issue in less time.

I went to the Verizon store and got 2 flip phones they gave me a bad phone i have talked to the store twice and someone on the phone 6 times, they were supposed to be sending me a new flip phone complete with the battery and the back since it was the battery that was the problem with the new phone that i had gotten. Well after sending 3 phones to me all without the battery and the back I had to send each one of them back. I am under a contract for 26 more months, but you can bet when it ends, I will not be with Verizon again. I ordered a battery off of amazon and hopefully it will fix my problem since Verizon can seem to get it right. I sent a note back with the last phone they sent without what it needed so they can see what they did. So, Verizon unless you can get it right i will no longer be a customer of your when my contract ends because you can talk to a person for helps and you A! Doesn't understand anything!

Ive had a phone on order since the 27th of december and it still hasnt got here. When i call its the same bs. Just send the new phone wooowwww this is horrible im switching companies.

Verizon is HORRIBLE!... I applied for a phone in 2018, they asked a 500.00 deposit, so I decided against it. They went ahead and issued a phone number even though I never paid the deposit and have added it to my credit report. I contacted the review department after several attempts to dispute this on my credit. The first lady I spoke with reviewed it and said, "Oh you are correct, I can see where no calls and no activation were ever provided" She even agreed it should be removed but she had to send it to another person. Well, that person just called me and said no its a valid charge, would you like to set up a payment arrangement? I told her you will never get that money from me; I will not pay for something I never received... I would HIGHLY recommend a different service provider, they are thieves!

I have been a Verizon customer for 12 years. Brought my fiance to Verizon from AT & T. Called customer service to find out how to get his device paid off with remaining balance owed. Was told we had to pay it off ourselves. Then switch to Verizon then we would be reimbursed in the same amount back to us after a few months with a gift card. Only to find out I was misinformed & that now we are out the $400 as not only was I given the wrong information but also my inquiry was never logged into their system when I called, like they are supposed to do. Not only am I a loyal customer of 12 years but I brought them another customer. I asked if anything could be added as a discount in the amount but was given the run around by customer service again! Extremely frustrating & disappointment with Verizon. Thinking I need to cancel all 3 lines & take my business elsewhere!
I shouldn't be misled & not given a solution while I'm out that much money. Misinforming customers & not fixing the problem is the best way to upset a loyal customer & lose them while they ensure to let people know how badly they conduct business. I will be letting everyone know online & as well as every person & family member I know.

Verizon should be automatically shut down. Everything about this company is terrible. Paid past due balance arrangement, got service turned back on, next day,boooom turned service off again. Saying bill is past due. Just paid it yesterday.now its christmas day and i cant make any phone calls to family and friends.this company is just horrible. Im so done with them. Just terrible.i cant stand thier customer service, cant understand any of them. They make you feel like your a dumbass promises always broken. Spent 5 hrs on the phone with them and talked to 9 different people and everyone of them had no idea what i was trying to explain to them. I hope every single one of the got a $#*! ton of coal for christmas! Piece o sh8t company!

Called *611, but couldn't get an authentication text message to come through which is part of the problem my texts aren't sending or receiving. Then called *******204 and same deal could not get past the automated bowls of customer support. The phone line auto hung up on me. 37 minutes in I called the sales line and got to a person who transferred me to business support, and the automated system says "we're closed" and auto hung up. I called sales again 59 minutes in asked for a manager who routed me to something called networks it which said is be on hold for 4 minutes. 1 hour and 11 minutes later I'm sitting this review.

The rep an Indian women changed settings on my account. Sent a test message then asked if it worked. It didn't she hung up.

I was intentionally misled by your store representative regarding the terms of the promotional iPad I received. I was explicitly told the iPad was a gift with no additional costs beyond the sales tax. At no point was I informed that accepting the iPad would result in a $15 monthly device payment and a $10 mandatory unlimited data plan for 36 months. Had these charges been disclosed upfront, I would have declined the promotion.
This misrepresentation is unacceptable and appears to violate both state and federal consumer protection laws. I am requesting that all charges associated with this device be canceled immediately, and that I be allowed to retain the iPad as the promotional
Gift it was represented to be.
I only found out I would be paying additional charges for the next 36 months via email three days later.

This has been the worst experience I've ever had with a phone company. I've been overcharged, and no one has explained why. The customer service representative was unhelpful and condescending. It took me over five phone calls and speaking to a supervisor, who was also unhelpful, to get an answer. I was charged for a line I was forced to get because the phone I sent was locked. I'm considering leaving Verizon and switching to a different company. The customer service is poor, and there are hidden fees. I was promised a $40 discount for signing up for auto-pay, but I was still charged the total amount. Even after signing up for auto-pay, I was charged my entire bill plus a late fee, which doesn't make sense.
This was the worst experience I have ever had with any phone company. I'm being overcharged, and nobody is explaining it to me. Then the dude tried to make me look stupid when he could have explained everything. Why did it take me calling over five times and escalating the situation to a supervisor (who was worse than the agent)( As a manager myself, this guy should not be in his position) to get an answer, and you all are still charging me for a line you all forced me to get because yall sent us a locked phone when I initially ordered it offline. I'm ready to leave Verizon. I hope some other company comes up with a promotion where they will pay off these phones for the holidays, and I can leave you guys for good. You all have poor customer service and plenty of hidden fees. Then you all said to sign up for auto pay and get 40 dollars off your bill, and I did and was still charged. Then he told me I signed up too late when the guy I spoke to before reassured me that it would be on the bill I pay Sept 8. I was still charged my entire bill plus a late fee of 244 +7 =251 while signing up for autopay. Isn't that to avoid late fees?

It just so happens that I started my career with Verizon (Bell Atlantic) as a customer service rep, so I think I know a little about it.
The customer service from VZ is horrific especially if you have to speak to a live person.
Don't even think about escalating, it's just a loop of endless frustrations. WE are talking multiple months of overbilling, multitudes of calls and reps and hours on the phone.
No one is accountable.
EOS

My prepaid cell phone broke, so I went on a hunt for the most economical prepaid cell phone I could purchase, which is usually at Walmart. I almost always purchase my devices there because of their hassle-free return policy. I return so many things and always get all my money back with a smile, even if I've used the product. This time, however, I went to a Verizon store. (Note: Just like Team Mobile and Metro Team Mobile are two different companies; Verizon and Total by Verizon are also two different companies.) I found this out, because I already had a Total by Verizon plan, which I was using with the now broken phone and thought I could just buy a prepaid phone and use my same plan. However, this was Verizon; NOT Total by Verizon, so, instead of trying to find a Total by Verizon store (which incidentally I later found out are few and far between), I decided to purchase both the phone and a Verizon plan. I was notified of their return policy that I would forfeit $50 as a restocking fee, but I was not notified that I would not be able to recoup the cost of the plan. Due to problems loading some apps, I decided to return the phone. I had to wait so long to get help, that by the time assistance arrived I was so exasperated that even after they explained that I would only receive $19.99 in return for the $136.49 I paid (less than 24 hours prior), I told him to just do it! Never again. In the future, I'm going to stick to good old Walmart.

Verison is unethical in its business practices. I changed my cell phone plan and had the option of choosing add-ons for an additional charge. I did not select any add-ons, and within minutes of changing my plan, I received a text message telling me that extra cloud storage was added to my account by Verison for an additional $5.99/month. I then got a text message stating to follow the link to cancel, the link did not provide a place to cancel the added expense so I had to spend 30 minutes on the phone with customer service trying to remove the charge. Within minutes of finishing up with customer service, I received a survey that I was eager to complete, in the middle of the survey I was asked how satisfied I was with Verson with a rating of 1 to 10, I gave them a 1, the next question asked why I was unsatisfied. While I was typing in my answer, I received a call from the customer service supervisor asking me to text the word "Quit" to stop the survey. She was insistent that I do this immediately while she waited on the phone. I explained to her that I was not done completing the survey and she continued her demands. I told her that I would do that after I completed the survey, and she finally ended the call.