r/verizon_sucks

So bought a new phone paying monthly, AFTER, confirming with instore sales person it would be unlocked after 2 months. Only got the phone ao I could transfer my work eSIM after unlock and carry one phone. Never had a personal # in the 15yrs I've been here, always Corp only so thought great. Got home with new phone and as you do did a bit of reading up on services settings etc, then I see this whole FCC thing and Verizon no longer unlocking after 2mths unless phone is paid off.

I chat online with a 'human' and get a screenshot of them confirming it would unlock after 2 months.

2months and a day later, try to add work eSIM still locked. Chat online, told to goto store and explain situation. Did so and was told that salesperson no longer works as they had a habit of giving out misinformation to get the sale....

I explain we are 15/or family customers with 5 lines and this was not an unlock request for fraudulent activity. In fact the sale to me was fraudulent as agreed by the sales rep I spoke to and their customer support agreed.

Im.stumped and peed off and looking for options besides paying it off or returning it at this point. They offer 10% off phone payments for 6 moths, a whopping total $20 and $50 credit.

Am I SOL? They escalated internally and will call me, no confidence that will happen. I could ask for 50% off phone balance and pay the 50% to get in unlocked? Anyway anyone have a similar experience with a positive resolution i could reference?

Ta

Can’t find the post now but I took your advice about filing a complaint and within 2 days Verizon called me to return the $100 they had overcharged me (and had told me was impossible to return when I spent hours complaining to them).
They have so much money but had to be forced by the government to give back what they took from me.
This is why I love Reddit. You guys rock.

Did anyone sign up for Verizon dollars in June 2026. The program does NOT require you to have a credit card. You receive 3% of your bill (if paid on time) to use towards gift cards, etc.

I signed up and have email confirmation. My balance shows 0. It should be around $21. I have contacted Verizon numerous times and just get apologies, and assurances they will figure it out. That does not happen!

Now they say call Verizon Shine but that 800 number is just an endless loop and when you request a call back you never get one.

Help! Does anyone know how to get action from Verizon? They have literally closed the ticket 3 times saying it was resolved but have done nothing.

**After cancelling my business account with Verizon they charged me when I should not have been charged.**

**Verizon later admitted the charge was wrong, promised me a credit, sent confirmation that a credit was applied, then the balance came back (multiple times) Verizon eventually sent it to collections/reported it to my credit.**

**I’ve spent countless hours on the phone with them trying to speak with someone that knows what’s going on and no one seems to know anything.**

**Has this happened to anyone else and do you know how to get past speaking to customer support that doesn’t know anything?**

Anyone here switch to T-Mobile from Verizon? Have you had a better overall experience or about the same or worse?

On multiple phones over multiple years I end up having this issue on Verizon, where I could have 5G UW and million signal bars lit up, but data just doesn’t work (not over a limit cap), phone calls just drop (or the person I’m calling says it sounds like I’m talking through a dial up connection and it takes 5 minutes for one word to come through), and text messages will take minutes to send (happening today actually)

So what I’m wanting to know is, if anyone is a former Verizon customer, have you experienced stuff like this on your Verizon lines, and when you changed over, did your problem go away?

Worst service I’ve ever had on a phone plan I don’t
Know how people even use Verizon.

I just spent more than 4 hours with roughly 20 Verizon support agents, and I genuinely cannot believe this is how their customer support system works.

The actual problem almost doesn't matter at this point. I had a Verizon Free Trial activation issue involving an eSIM. What followed was one of the most absurd customer service experiences I've ever had.

Here is the loop I went through over and over again:

1. A new agent joins the chat.

They spend 10–20 minutes “reviewing the previous messages.”

During this time, I apparently have to keep sending messages periodically, because if I don't, the chat can be terminated and handed off to yet another agent.

So I'm basically sitting there trying to keep the session alive while the agent reads the history.

2. The agent finishes reading the history... and asks me for information that is already in the chat.

Not obscure information buried somewhere four hours ago.

I'm talking about questions whose answers are literally in my first message, where I already summarized the problem, the troubleshooting I've done, and the information they need.

I answer everything again anyway.

At any point during this process, the agent can terminate the session.

3. The agent eventually tells me they can't solve it and need to transfer me to the “technical team.”

Then I wait another 10 minutes or so.

Sometimes a technical agent actually appears.

Sometimes, somehow, I end up with another sales agent instead.

4. If I actually reach technical support, the technical agent spends another 5–10 minutes reading the same chat history.

Then they suggest troubleshooting steps.

The same troubleshooting steps I already tried.

The same troubleshooting steps I explicitly listed in my original message.

I do them again anyway.

They fail again, exactly as expected.

5. The technical support agent terminates the chat session.

And suddenly I'm back with...

a brand-new sales agent.

Who then spends 10–20 minutes reading the previous messages.

Who then asks for information already contained in my first message.

Who then says they need to transfer me to technical support.

And the entire loop starts again.

To be clear, when I say agents “disconnected,” I don't mean my internet dropped or I accidentally closed the chat.

The support agent ended the chat session on their side, and the conversation was then reassigned to another agent.

This happened over and over and over again.

At various points, agents introduced themselves as “Senior Tech Support” or told me I had reached a “dedicated team.” Several assured me that they would personally get the problem resolved.

Then the session would be terminated and I would find myself explaining everything to another sales agent.

Again.

At one point I received essentially no useful response for at least an hour.

I started screenshotting the conversations because after a while the whole thing became difficult to believe.

After more than four hours of:

~20 agents.
Countless transfers.
The same questions answered over and over.
The same troubleshooting repeated over and over.
Multiple “senior” and “dedicated” teams.
Zero resolution.

I ended the chat, because the pattern is really clear. They are not going to help.

Also, the web support system is astonishingly bad. Anyone who used it will agree with me. It's incredibility buggy. My AI coding agent will do a much better job, so Verizon, you can fire all of your software engineer and replace them with claude code or codex at this point, because they have done a horrible job that even deepseek would be a better bet in terms of code quality.

I honestly don't know whether to be angry or impressed that a company this large has managed to turn customer support into a literal infinite loop.

I have screenshotted everything, but I'm on vacation and I need time to redact my personal info (it's really, really long). They will be posted once I'm back home.

Visible/Verizon refuses to beleive that their tower is not working. Our service has been down since August 10 (Monday)

We can drive 15 miles up the road and get service just fine - those towers are working. I've chatted with 5 agents who just kept saying the same thing, reinsert your SIM, turn airplane mode on/off etc.

Nope, it's the goddamned tower. Our credit card/merchant processing machine also uses Verizon, so does our lotto machine. None of these devices nor any of my 4 personal phones, nor any of our employees phones will work here in our town. Everyone has had the same experience - go north on the highway about 15 miles and you can pick up a great signal.

Someone needs to kick Verizon/Visible and wake them up.

NOTE: They have assigned a case number (4 days ago) and nothing has changed. I can literally see this tower from our parking lot - it's the only tower in our town and it's ~1 mile away. Not a single vehicle has been down the service road to inspect the tower. No further emails or chats from Visible/Verizon...It's like we don't exist.

Gotta love the annoyingly small barriers Verizon adds to make it difficult to use a gift card on their site. You've got the simple stuff like being unable to set up auto-pay with your gift card and then the annoying little quirks like not being able to copy paste the number and if you flip tabs while entering the number, it clears what you've typed.

Obviously I get the business sense of not wanting users to actually use the gift card, but seriously.......you've got to think a better UX would make increase customer lifetime value more than the value of a few gift cards.

Two years in a row I tried to take advantage of "loyalty customer" offers sent to me by Verizon Fios, for a Verizon Wireless "Free phone". Both years the original offer wasn't what they claimed it be and I spent 4 mos the first time getting my money and reurn8ng their equipment and this year, I just so happened to screenshot the deal, si it only took 2 months to get offered a refund. But only with a FCC complaint.

NOTHING ELSE WORKS.

I requested to speak with a live agent multiple times via mobile chat, my request was never adhered to. No matter how I phrased the question, I was never connected to a live representative. I continued to receive AI generated responses that are similar to the responses before. I could not get past the AI generated responses no matter how much I requested to speak to a live representative.
Q1. Did Verizon get rid of all of its overseas human representatives and replace them also with chat bots?
Q2. What is the best way to bypass its AI, to actually speak with human beings if there is any, so a person’s concerns can be addressed?

My family and I have been with Verizon for over a decade. 13 years, to be exact. We made the decision to leave because even tho we have repeatedly asked them to lower the bill, they do for maybe a month but then add on little hidden, nonsensical fees that raise it back up. We pay nearly $4,000 a year! We were "grandfathered" in on some plan that back when it was great, was great, but we've looked into it over the years and the price was still the better option for the service. However, the last 5-6 years that has changed. Service has gone waaaay downhill. That goes for fios/internet, too, which we have. We also have Verizon home phone services. So basically, everything Verizon. Some of the issues, aside from the nigh-$4k bill:

• My mom will be at home in her office and her phone will cut in and out terribly. That means when she's talking to clients for a project she's working on, she had to leave the area that she needs to be working on it to go to another area to try to talk to them.

• When we're at the grocery store we always shop at or our local bakery or other non-rural places where we should have service without issue, our service cuts out and we can't make calls, send texts or even get online, nor does GPS work.

• Wifi/internet cuts out or lags occasionally.

And no, we don't live in a rural area, we live in the city-burbs, about 15 minutes from most major cities and 15 minutes outside of the nation's capital. It is not a dead zone, not even close to one. I won't say we have amazing infrastructure, but it's pretty great. We used to love Verizon. My father worked for them for years and retired from there so we stayed with them out of sentiment. But after years of crappy (not even close to the words I want to use) service and a near-$4k yearly bill, it was time to leave.

So I was the sacrificial lamb and left first on Saturday. I left to a privacy forward MVNO, one that I researched and decided to test out before my family made the switch. However, after porting out, I quickly realized my voicemails didn't port out with me. What the freak? So I research and see that according to a Verizon employee in the Verizon community help, "the voicemail box is retained for 9 days after the disconnect occurs. However, voicemail recovery will require that the line of service be reconnected within those 9 days." So I make the decision to immediately port back over to Verizon because as many of you know, when you have relatives who've passed, the only way to hear their voice again sometimes is through saved voicemails.

I spent Saturday until last night, 4 days without service, and over 10 hours on the phone, being disconnected, transferred, etc. with tech people who claimed they could help, but could not. I fortunately have a VOIP number that allowed me to call from an old phone but they could not call back on that number. I spoke with over 15 people. On Monday, they claimed the issue was my Sim card, so they sent me another one. I got it yesterday and called customer support to walk me through everything so that I didn't have to worry about having issues and needing to call in the middle of the process. I spoke with someone who claimed after all that that my number STILL wasn't ported over - even tho I'd started the process on Saturday, and that I still had to wait several hours to have it completely ported over. Mind you, I'm doing all this just to get my voicemails back. So I wait and at 7 p.m. something, my number FINALLY ports over, but I still have NO SERVICE! So I call customer support AGAIN for what felt like the hundredth time. I FINALLY got one "the best tech support" guys on the line and he was great. Actually got my line back up and working. I gave him his kudos because he deserves it. He did what literally no one else and 15+ other people could not.

But then it came time to talk about my voicemails. He tried to help me but he "has his limits" even tho he's the best tech person. I'm not gonna hold him, he is the best, but I understand he has limitations to what he can do, so he transferred me to another tech support department, tier two, who should be able to help me. I explain again what the situation is and that I'm looking to have my voicemails recovered because obvs that's what all this hullabaloo was about. Multiple people told me that after porting out, the voicemail box is deleted. I'm sorry... what? No, because a, why aren't my voicemails my own, on my phone? And b, according to that Verizon employee tech person on Verizon's community thing, "the voicemail box is retained for 9 days after the disconnect occurs. However, voicemail recovery will require that the line of service be reconnected within those 9 days." So what do you mean I just spent 5 days without service and finally got ported back in, only to be told my voicemails have been deleted? The way I'm barely holding on to my sanity right now. My anxiety and depression have taken hit after hit over the past few days. Only to be told I'm never going to have those voicemails again? They claimed I could've gotten them back had I saved them. I said I did save them! They said we mean archive them. I'm like.... what!? What the hell do you mean? Then she says in our disclosures it says to save them. I said I DID SAVE THEM! She said, I mean archive. She said after porting out, connecting with another service, they got deleted; It's in our disclosures. I said WHAT disclosures!? She said the one about porting out. I said I didn't get any disclosures or reminders! Wtf? The person I talked to in the port out department when going through that process didn't say anything about saving anything! She says well it's in our disclosures. I'm sorry, what the fuck!? You mean to tell me that my voicemail box was just... deleted and there's NO WAY with ALL THE TECHNOLOGY AT VERIZON'S HANDS that they can't restore my voicemail box!? And WHY would that Verizon tech person on that community say that a restore is possible if it wasn't the case!?

So at this stage my mental health has taken multiple hits and I'm so fucking tired and depressed, and my ibs has flaired up so I'm not feeling good at all. I'm going to go into the store and see if they can help me but at this stage I feel hopeless. And FUCK VERIZON! Greedy ass corporation supporting shit politicians and having shitty service and no fucking care for their overcharged, underserviced, and undersupported customers. I hate Verizon so fucking much. I'm leaving them for good and never looking back.

Anyone else go through such a shitty experience? Did you get your voicemails back? How? It has been less than 9 days, which is what I'm holding onto, but idk.. I feel it's a lost cause.

Long-time Verizon customer here, at my breaking point and hoping for advice.

Back in March, I traded in an iPhone 15 Pro in-store while restructuring my account. Apparently a system glitch caused two duplicate orders to be created for that single trade-in, and I got credited $1,130 instead of the correct $830 promo amount. Fine — mistakes happen. The problem is what happened next:

•	On June 29th, Verizon’s “Revenue Assurance” team quietly reversed the extra $300 directly on my bill, with zero notice, no email, no heads up — I only found out because I happened to see the charge.

•	When I pushed back in their live chat (which is AI-run, not a human), the “agent” straight up admitted it was their internal system error, admitted it was never communicated to me, and only then logged a formal dispute (#VZW-DISP-9499299624) after I explicitly said I needed it in writing.

•	I was told an email confirmation would arrive in 3-5 hours. Still waiting to see if that actually happens.

So essentially: their system messed up a trade-in credit, they let it sit on my account for three months, then silently charged me $300 to fix their own mistake without any proactive communication, and I only got acknowledgment of the error by escalating myself.

I’ve been a loyal customer for a while and this is honestly making me want to leave. A few questions for anyone who’s dealt with something similar:

1.	Is there any way to actually get this $300 waived given it was 100% their error and lack of disclosure, or is a “dispute reference number” from chat basically meaningless?

2.	Has anyone had luck with the FCC complaint process or state attorney general for stuff like this?

3.	If I do want to leave, what’s the smartest way to do it without eating early termination / device payoff penalties given the circumstances?

Appreciate any advice — feeling pretty done with Verizon’s customer service at this point.

Anyone able to help? I’m not getting group messages with android users.

My iPhone is updated to iOS 26.6 and all RCS/MMS setting have been toggled on and reset. Network settings have been reset and eSIM has been removed and added. I have spent 3+ hours on the phone with Verizon and gotten nowhere. A case was assigned but the call back came 3 days later at 7:30pm and I missed it so they closed the case.

I can text and call android users 1:1, but if I am in a group message with them it’s as if the thread never existed to me. No notifications, not texts from iPhone users in there. Nothing. Verizon customer service and tier 2 tech support team were not helpful at all.

I bought in when you moved in to my neighborhood. I bought up on speed. Y'all have been down as much as it has been up. Isn't it now a @Verizon thing or what? So many days down and I think I am going back to @Spectrum. Frontier's responses are "don't call, we know". $15 credit, another credit? 90 days? Y'all charge me on the minute. #FrontierIsTrash