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Verizon Communications complaints

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1095 Avenue of America's
New York, NY 10036 | Get Directions

(800) 483-1000

http://www.gte.net

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Total Amount in Dispute:
$10,028.00

Total Amount Settled:
$0.00

Complaint Experience

28%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

54 complaints against Verizon Communications closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
13	Agreed to make an adjustment
0	Refusing to make an adjustment
4	Refuse to adjust, relying on terms of agreement
36	Unanswered

54 complaints against Verizon Communications

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5/22/2025

RESPONSE: Complaint was not answered Amount in Dispute: $190.00 Amount Settled: $0.00

Customer Complaint

4/28/2025

Verizon is consistently overcharging and do not provide an invoice or explanation of charges. Also, our internet speed is grossly under our purchased plan amount, causing lapses in service. Resolution Sought I am moving on from this company as they have exhausted all of our trust. I would like them to credit my form of payment the correct amount.

4/24/2025

RESPONSE: No response term selected Amount in Dispute: $182.37 Amount Settled: $0.00

Customer Complaint

3/27/2025

I was charged $615 for one phone. After I realized what was going on I called to have it fixed. After several people it was finally reduced to half. They put a suppression on my account, turned my wife phone off and then charged me 182. 37 as a first bill due immediately. Had no idea my bill had even been fixed. Resolution Sought To honor new clients with the solutions they are offered when Verizon is at fault. Stop charging people for your mistakes, and keep them notified when changes are made and not make the excuse it was a system generated message.

Company Response

4/11/2025

Dear Business Consumer Alliance, Thank you for contacting Verizon's Office of Executive Relations regarding Terrance Porter’s complaint id 99035434. In his complaint, received on March 27, 2025, Mr. Porter stated he was charged $615.00 for one phone. He said he attempted to call us to have this charge fixed. He said after working with us the charge was reduced to half of that amount. He then said we put a suppression on his account and turned off his wife’s phone and charged him $182.37 as a first bill due. He is requesting assistance from us in reviewing his charges. Upon further review, we attempted to contact Mr. Porter via email on April 07, 2025, April 08, 2025, and April 09, 2025 without a response. Mr. Porter would need to provide more account information such as an account number or service address in order to fully determine the line of business his complaint is referencing. We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused to Mr. Porter. For further assistance, Mr. Porter can call 1-800-VERIZON regarding his concern and insert his telephone number associated with his account so his call is routed correctly.

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