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Verizon
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Edited by:
Ajust Content Team
Last updated:
November 24, 2025
AI-sourced. Human-edited. Made clear for you.

How to submit a complaint with
Verizon
 

If you’re experiencing a problem with Verizon, here are the fastest and most reliable ways to submit a complaint:

1. Call Verizon Customer Support

  • Wireless: Dial 611 from your Verizon phone

  • Wireless (alt): 1-800-922-0204
  • General Verizon (1-800-VERIZON): 1-800-837-4966
     Phone support is available 7 days a week (customer service generally 8am–7pm, tech support 24/7). Say “customer service” to jump the menu.

2. Use the My Verizon App or Online Chat

Open the My Verizon app → Support → Chat. Or use the web chat at Verizon support. Chat creates a written record which is helpful for follow-ups.

3. Visit a Verizon Corporate Store

Corporate (not authorized retailer) stores can:

  • Troubleshoot devices

  • Help with billing questions

  • Escalate issues internally

Bring photo ID and any relevant paperwork.

4. Social Media & Verizon Community Forums

Moderators may invite you to private chat to resolve your issue.

5. File a Formal Notice of Dispute

If Verizon doesn’t resolve your complaint, you can file a Notice of Dispute: https://www.verizon.com/support/residential/contact-us/notice-of-dispute
 This triggers Verizon’s legal/executive review before arbitration.

6. Email or Mail (Escalation-Level Channels)

  • Executive Office email: executive.office@verizon.com

  • Mailing address:
     Verizon Correspondence Team
    P.O. Box 408
    Newark, NJ 07101

Phone or chat is fastest. Chat/social media is best for documentation.

What happens after you submit a complaint to Verizon?

Here’s what happens behind the scenes once your complaint is logged:

1. Initial Triage & Verification

A rep verifies your identity and categorises your complaint (billing, device, coverage, Fios, etc.).
The complaint is recorded in Verizon’s internal ticketing system.

2. First-Contact Resolution When Possible

Many issues (billing mistakes, minor outages, device setting problems) can be solved immediately.

Examples of instant fixes:

  • Removing incorrect fees

  • Applying credits

  • Network troubleshooting steps

3. Escalation for Complex Issues

If a frontline rep can’t fix the issue, they escalate it to:

  • Network engineers

  • Tier-2 technical support

  • Billing specialists

  • Customer Relations

Trouble tickets usually get a follow-up timeline (e.g., 3–5 business days).

4. Status Updates & Communication

Updates may arrive via:

  • Text (common for resolution notices)

  • Phone call

  • Email

Always confirm Verizon has your updated contact details.

5. Executive-Level Handling

If your complaint reaches Executive Relations (usually via FCC/BBB/Notice of Dispute), a specialized case manager takes over.

They can issue:

  • Large credits

  • Policy exceptions

  • Plan corrections

  • Detailed explanations

6. Resolution Outcomes

Depending on your issue, Verizon may:

  • Issue credits or refunds

  • Replace devices

  • Fix network issues or provide a network extender

  • Adjust or correct billing

  • Provide goodwill credits ($25–$50 is common)

Common complaints against
Verizon

The top recurring Verizon complaint categories include:

1. Billing Surprises & Overcharges

Unexpected fees, promotional credits not appearing, unauthorized add-ons (e.g., subscriptions), lingering charges after cancellation.

2. Customer Service Difficulties

Long hold times, repeated transfers, inconsistent answers, difficulty reaching a live agent.

3. Device & Upgrade Problems

Trade-in disputes (“not received,” lower-than-promised credit), upgrade fees, warranty replacement confusion, phone unlock issues.

4. Network & Coverage Issues

Slow speeds, dropped calls, dead zones, inconsistent 5G, or local tower problems.

5. Plan Changes & Pricing Confusion

Lost discounts after plan adjustments, unclear fees, sudden price jumps, promotions with fine-print limitations.

6. Loyalty & Retention Frustrations

Long-time customers feeling new customers get better deals; needing to ask for loyalty discounts to stay competitive.

7. Technical & App Issues

My Verizon app login errors, billing glitches, or inability to remove add-ons.

Most Verizon complaints are solvable. Documentation and persistence help immensely.

Complaints submitted through Ajust

How other consumers
Verizon
 complaints got resolved

Unauthorized Add-On Charges — Fixed After FCC Complaint

A customer noticed an unwanted $13.99/month Disney+ charge for nearly a year. After failed attempts with normal support, they filed an FCC complaint.

‍

Trade-In Dispute — Solved by Executive Relations

A customer’s trade-in was marked “late,” voiding their promotional credit. They emailed an executive office address with tracking evidence.

Data Overages — Resolved with Plan Change & Credits

A family on an older plan received recurring overage fees. After escalation, a senior rep offered a cheaper unlimited plan (with loyalty discount), and credits to remove all recent overcharges.

‍

How to escalate a complaint with Verizon

1. Supervisor or Tier-2 Support

Ask for escalation if:

  • You’ve repeated the issue

  • The rep lacks authority

  • Troubleshooting isn’t working

Say: “Can this be escalated to a supervisor or Tier-2?”

2. Verizon Executive Relations

Executive Relations handles severe or long-running issues. They may also contact you after escalations via FCC, BBB, or Notice of Dispute.

3. Notice of Dispute (Pre-Arbitration)

Formal escalation before arbitration: https://www.verizon.com/support/residential/contact-us/notice-of-dispute
 This goes to Verizon’s legal/executive team. Verizon must respond within 60 days.

4. BBB Complaint

Public complaint that typically reaches Verizon’s corporate team: https://www.bbb.org

5. Social Media Escalation

Tag @Verizon or @VerizonSupport for visibility. They may pull you into DM for account verification and resolution.

6. Arbitration or Small Claims (Last Resort)

Possible after filing Notice of Dispute and waiting 60 days.

Regulatory & Ombudsman Information for Verizon

Federal Communications Commission (FCC)

File a complaint at: https://consumercomplaints.fcc.gov
 Verizon must respond within 30 days.
Most customers hear back from Executive Relations within a week.

State Public Utilities / Consumer Protection Agencies

Many states regulate wireless or Fios services.
Find your state regulator: https://www.usa.gov/phone-company-complaints

State Attorney General

Useful when Verizon’s actions appear deceptive or violate consumer rights.

Better Business Bureau (BBB)

Public-facing complaint option: https://www.bbb.org

Media & Consumer Advocate Routes

Some customers contact local news “consumer help” teams, prompting rapid resolutions.

Official Verizon Complaint Resources & Links

Verizon
Complaints FAQs

You’ve done your part, now it’s time to hold
Verizon
accountable.

Take the final step and submit a complaint that gets seen and responded to.

File your complaint now