How to Win a Complaint Dispute With Verizon Wireless: 12 Steps (2024)

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A step-by-step guide to talking to Verizon corporate

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Last Updated: December 16, 2023

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How many times have you complained to Verizon Wireless and gotten nowhere? The process listed below will get you to the executive levels that can and will make a corporate decision that is generally in your favor (provided your complaint is justified).


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  1. 1

    Try to resolve your issue using the normal channels but do not use 611 from your wireless phone. Dial 1-800-922-0204 from your home telephone only. Press 1 for English, and press 2 to speak with a rep. Enter your mobile number. Then press zero for an agent.

  2. 2

    Be prepared. It is the best customer service on the planet when it comes to problem resolution. Customer service will allow you to speak to what they call supervisors however, they are just glorified customer support reps who will tell you anything to get you off the phone.


  3. 3

    Avoid rude behavior, profanity or shouting at all times. The instance will be noted to your account. Once your account has been flagged it becomes very difficult to be heard, taken seriously or advanced to someone in management. From that point you are seen as a troublemaker or an abusive client and you will not receive the benefit of the doubt or more than the required common courtesy.

    • Try being overly polite and thankful. If you seem pleasant, thank even the lower people on the totem pole for listening, giving advice or just being pleasant about the situation they will be more inclined to advance your complaint.
  4. 4

    Provide your wireless number to the agent. Ask them to verify the amount due. Once the agent has viewed your account and confirmed your balance, they have entered into the account database and this ultimately leaves an audit trail of who you have talked to and when.(if you are in one bill to get your balance you need to speak to residential, dial #BAL from your wireless phone, or visit keep in mind and are two different web sites)

  5. 5

    Explain your dispute and ask for a credit or adjustment, If your request is denied, ask for a management person. In many cases you will need to wait a day for a call back. That's alright, just be patient.(if you are a one bill customer and requesting credit on the wireless bill you will either need to wait until adjustment appears on next statement or place a claim with residential. when enrolled into one bill residential is paying the wireless bill on the customers behalf and forwards to you for the reimbursem*nt. all payments are due to residential and not wireless when enrolled with one bill)

  6. 6

    If you get nowhere with the agent or manager who ultimately calls you back, here's the kicker:

  7. 7

    Tell them you are calling them as a last resort to filing in "Your City or Town's name" central district small claims court. Tell them you would like to avoid the expense and hassle of Verizon having to send a legal representative to your town's court system.

    • You may want to make these calls when you can sit, take notes and wait on hold. Avoid calling when you are on the road or have something pending. You may get connected to management as you are running into a meeting or dropping the call.
  8. 8

    Ask that any agreements reached over the phone are documented to your account. Underlings will often make promises to get you off the phone and not note your account of exceptions or agreements. Don't be ugly or snide but ask them to "read the notes to the account to you". Document the names, dates, and times involved in each conversation, of who you talked to and what was said. Get last names, case numbers and be diligent to write the information down.

  9. 9

    Do not hesitate to file a small claims lawsuit at your local courthouse if they do not give you what you want. You do not need an attorney! It generally costs less than $240 to file a claim. Once you file, you will get a court date and Verizon Wireless will be notified the very same day you get your "date" in the mail.

  10. 10

    Be Patient! They will call you. Don't be greedy. If they (Verizon Wireless) have wronged you, they will make it right. If you are just being a pain in the butt, they, and the courts, will see right through you.

  11. 11

    In December 2008, the Verizon Wireless Pay-As-You-Go rates of 99 cents for a day of use plus 10 cents per minute, was the lowest pricing level, but Verizon Wireless customer service representatives insist you cannot change from a "post-pay" account to a "pre-pay" account without suffering a phone number change. Explore the In-pulse plan of theirs, but explore competitors plans also, to be familiar with available offerings in the cellphone marketplace.(customers are able to port a post-pay number to a pre-paid cell phone just keep in mind if you are in contract with a post pay number that by porting your number to a pre-paid phone will result in the breaking of that contract and can result in early termination fee)

  12. 12

    Because Verizon wireless has an extensive number of billable features and options, a thorough reviewing of their detailed monthly bill deserves your attention.(you do have 180 days to dispute any billing)

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  • Question

    How do I contact Verizon and make them do what I want them to do?

    How to Win a Complaint Dispute With Verizon Wireless: 12 Steps (16)

    Community Answer

    File a complaint with the Better Business Bureau. After 6 months of ongoing problems, false promises, and inability to get a hold of a manager, supervisor, or anyone who could escalate the problem, I filed a complaint with BBB and got a response from BGCO Executive Escalations at Verizon, with a direct phone number and email for a singular contact who was willing, and able, to address my problems.

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    How can I get a copy the contract I signed and agreed on?

    How to Win a Complaint Dispute With Verizon Wireless: 12 Steps (17)

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    Log into your MyVerizon account and click on the "receipt" link under the My Billing tab.

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  • Question

    Is there really a $35 restocking fee on returned merchandise?

    How to Win a Complaint Dispute With Verizon Wireless: 12 Steps (18)

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    Yes. That is a standard industry practice. Once you purchase a device, it can no longer be sold as a new device which means it can only be sold for a percentage of the normal retail price. The $35 fee helps to recover some of that revenue loss.

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      How to Win a Complaint Dispute With Verizon Wireless: 12 Steps (19)



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      How to Win a Complaint Dispute With Verizon Wireless: 12 Steps (2024)


      How do I escalate a Verizon Wireless complaint? ›

      We encourage customers to process escalations online so immediate action can be taken by those involved in the restoration effort. When online escalations are not possible, customers can call 888-212-0139 (919-378-6390) to escalate tickets.

      How do I settle a dispute with Verizon? ›

      If we are unable to resolve your dispute within 60 days, you can commence an American Arbitration Association ("AAA") arbitration with Verizon by contacting the AAA for the proper forms. You must then complete the forms and return them directly to the AAA with a courtesy copy to VZW at the above address.

      How do I file an executive complaint with Verizon? ›

      1-800-922-0204 or use the correspondence address listed under the Contact Us link at the top of the Verizon Wireless home page.

      What are some of the top customer complaints about Verizon? ›

      Top complaints that customers have with Verizon Wireless
      • Problems with products or services.
      • Billing errors.
      • Misleading advertising.

      How do you escalate customer service issues? ›

      How to escalate a customer complaint
      • Complain without delay, preferably in person. When it comes to customer service, there's no time like the present. ...
      • Research their complaints process. ...
      • Give them a call. ...
      • Leave a review. ...
      • Take to social media. ...
      • Consider escalating internally. ...
      • Get the law on your side.

      How do I file a class action lawsuit against Verizon? ›

      To make a claim, you must either: (a) fill out, sign and send this Claim Form by mail to Sims Settlement Administrator, P.O. Box 4109, Portland OR 97208-4109, or (b) go to the settlement website, and submit the Claim Form online. Please keep copies for your records.

      What is the best way to settle a dispute? ›

      There are three commonly used methods of resolving disputes without going to court:
      1. negotiation.
      2. mediation.
      3. arbitration.
      Aug 25, 2022

      How to take Verizon to arbitration? ›

      You may begin an arbitration process by contacting the AAA for the proper forms. The completed forms should be returned directly to the AAA. Please make sure you include the name and address of the Verizon Dispute Resolution Manager, One Verizon Way, VC54N090, Basking Ridge, NJ, 07920-1097.

      How to get Verizon settlement? ›

      Those eligible to file for the settlement must complete a two-page claim form, which can be printed and submitted by mail or online through the claims website at

      How do I file a FCC complaint with Verizon? ›

      Complaints can be filed through the FCC's Consumer Complaint Center, which educates consumers about communications issues and guides them through the complaint process. Other options for filing a complaint with the FCC include: Phone: 1-888-CALL-FCC (1-888-225-5322); ASL Video Call: 1-844-432-2275.

      How do I complain to Verizon about bad service? ›

      Verizon Wireless Services

      Contact Customer Support (*611 from your cell phone or 800-922-0204) to report poor coverage.

      How do I complain about Verizon ethics? ›

      Complaint Procedure

      Employees may report concerns to their supervisor or manager (as appropriate), Human Resources, and/or Verizon Ethics at 844-894-8433 (US), or online at

      Which phone company has the most complaints? ›

      In the quarter, the FCC received 1,494 complaints about AT&T Wireless; 529 about Verizon Wireless; 749 complaints about Cingular; 767 about Sprint PCS; 247 about Nextel; and 429 about T-Mobile. Other surveys bolster the FCC complaint data.

      How do I resolve an issue with Verizon? ›

      Network outage troubleshooting suggestions:
      1. Restart your device. ...
      2. Confirm you're in a coverage area.
      3. Make sure Airplane Mode is Off on your device.
      4. Remove any cases or covers from the device.
      5. Change your Wi-Fi Calling settings to Cellular (if using Wi-Fi Calling).
      6. Reset Network Settings (Apple® only).

      What are the weaknesses of Verizon? ›

      Weaknesses. High Levels of Debt: Despite its strong market position, Verizon Communications Inc (NYSE:VZ) carries a significant amount of debt on its balance sheet. The company's high level of indebtedness could limit its financial flexibility and ability to respond to market changes or invest in new opportunities.

      How do I report Verizon to the FTC? ›

      To file a complaint, just go to, and answer the questions.

      Who is the current CEO of Verizon? ›

      Hans Vestberg is chairman and chief executive officer of Verizon, the world's largest wireless, fiber-optic and global information networks and services company.


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