Is a recent interaction with Verizon leaving you frustrated and feeling like your concerns aren't being heard? Are you considering escalating your complaint beyond Verizon's internal customer service channels? You're not alone, and thankfully, there are avenues available to help consumers resolve disputes with businesses. One such powerful avenue is the Better Business Bureau (BBB).
Reporting a company like Verizon to the BBB can be an effective way to get your issue addressed, as the BBB acts as a mediator and encourages businesses to resolve customer complaints. If you're ready to take the next step and formally report Verizon to the BBB, this comprehensive guide will walk you through every step of the process, ensuring you're well-equipped to present your case effectively.
Let's dive in and empower you to advocate for yourself!
Step 1: Gathering Your Arsenal – The Power of Documentation
Before you even think about hitting the BBB website, the absolute first and most crucial step is to meticulously gather all relevant documentation pertaining to your issue with Verizon. Think of yourself as building a bulletproof case. The more detailed and organized your evidence, the stronger your complaint will be.
What kind of documentation are we talking about?
Dates and Times of Interactions: When did you first experience the problem? When did you call Verizon? When did they promise a solution? Keep a chronological log.
Names of Verizon Representatives: If you spoke to specific individuals, jot down their names or employee IDs. This can be surprisingly helpful.
Call Logs and Transcripts: If you have records of calls, especially those where promises were made or issues were acknowledged, these are gold. Many phone companies provide detailed call logs online.
Emails and Chat Transcripts: Any written communication with Verizon is incredibly valuable. This includes email exchanges with customer service, online chat transcripts, or even direct messages on social media if you attempted to resolve the issue there.
Billing Statements: If your complaint is related to incorrect charges, unexpected fees, or service discrepancies on your bill, highlight these specific entries.
Service Agreements and Contracts: Refer to your original service agreement. Does Verizon's action violate any terms you agreed upon?
Photos or Videos: If your complaint involves a physical issue (e.g., damaged equipment, faulty installation), visual evidence can be very compelling.
Previous Complaint Numbers: If you've already filed a complaint directly with Verizon, make sure you have the reference numbers for those interactions.
Organizing Your Information: Create a dedicated folder (digital or physical) for all these documents. You might even want to create a brief timeline of events to help you summarize your situation clearly. This meticulous preparation will save you time and frustration later on.
Step 2: Attempting to Resolve Directly with Verizon (If You Haven't Already)
While the BBB is an excellent recourse, the BBB itself encourages consumers to first attempt to resolve their issues directly with the business. If you haven't already done so, or if your previous attempts were unsuccessful, a final, well-documented attempt can strengthen your BBB complaint.
How to make this attempt effective:
Clearly State Your Issue: Be concise and articulate about what the problem is.
State Your Desired Outcome: Do you want a refund? A service credit? A specific repair? Make your desired resolution clear.
Set a Reasonable Deadline: Give Verizon a specific timeframe (e.g., 5-7 business days) to respond or resolve the issue.
Keep Records of This Interaction: Again, document who you spoke to, when, and what was discussed.
Why this step matters: The BBB will often ask if you've tried to resolve the issue directly. If you can demonstrate that you made a good-faith effort and Verizon failed to adequately address your concerns, it strengthens your position.
Step 3: Navigating the BBB Website – Finding Verizon's Profile
Now that you're armed with all your documentation, it's time to head to the Better Business Bureau's official website.
Accessing the BBB:
Open your web browser and go to
www.bbb.org Locate the "Check Out a Business" or "Find a Business" search bar. This is usually prominently displayed on the homepage.
Type "Verizon" into the search bar. You might see several Verizon entities (e.g., Verizon Wireless, Verizon Fios, Verizon Corporate). It's crucial to select the correct entity that pertains to your specific issue. For example, if your problem is with your mobile phone service, choose "Verizon Wireless."
Exploring Verizon's BBB Profile: Once you find the correct Verizon entity, click on their profile. Here, you'll find a wealth of information, including:
Their BBB rating (A+ to F).
Accreditation status.
Customer reviews and, most importantly, customer complaints.
This section also typically includes a button or link to "File a Complaint" or "Submit a Complaint."
Step 4: Initiating Your Complaint – The Online Form
Clicking the "File a Complaint" button will take you to an online form. This form is designed to gather all the necessary information about your dispute. Take your time and fill it out thoroughly.
Key sections you'll encounter:
Your Contact Information: Provide accurate name, address, phone number, and email. The BBB will use this to communicate with you.
Business Information: This should be pre-filled with Verizon's details based on your selection, but double-check its accuracy.
Complaint Details: This is where you tell your story.
Date of Transaction/Interaction: When did the issue occur?
Amount of Money Involved (if applicable): If your complaint is financial, specify the amount.
Description of the Problem: This is critical. Clearly and concisely explain what happened, sticking to the facts. Avoid emotional language. Use the documentation you gathered in Step 1 to support your narrative.
Desired Resolution: What do you want Verizon to do to resolve the issue? Be specific and realistic.
Previous Attempts to Resolve: This is where you detail your efforts from Step 2.
Attachments: This is where you upload all your supporting documentation (emails, call logs, bills, photos, etc.). The BBB usually allows you to upload multiple files. This is immensely important for corroborating your claims.
Crafting Your Complaint Narrative: Imagine you're writing a formal letter.
Start with a brief overview of the issue.
Then, detail the events chronologically.
Clearly state what Verizon did or didn't do that constitutes the problem.
Conclude with your desired resolution.
Proofread carefully! typos or grammatical errors can detract from your credibility.
Step 5: Reviewing and Submitting Your Complaint
Once you've filled out the entire form and attached all your supporting documents, the BBB will typically give you an opportunity to review everything before final submission.
Double-Check Everything: This is your last chance to catch any errors or omissions.
Are all the dates correct?
Is your desired resolution clearly stated?
Are all necessary attachments included?
Is your description of the problem clear and easy to understand?
Confirmation: After you submit, you'll usually receive a confirmation email from the BBB with a complaint reference number. Save this number! You'll need it to track the progress of your complaint.
Step 6: The BBB Mediation Process – What Happens Next?
After you submit your complaint, the BBB initiates a mediation process.
BBB Forwards Your Complaint: The BBB will forward your complaint directly to Verizon.
Verizon's Response Time: Verizon is typically given a specific timeframe (often 10-14 business days) to respond to the complaint.
Verizon's Options: Verizon can choose to:
Address the complaint directly with you: They might contact you to offer a resolution.
Provide a response to the BBB: They will explain their position and proposed resolution to the BBB.
Decline to respond: While less common, this can happen and will be noted on their BBB profile.
Your Role: The BBB will keep you updated on the status of your complaint. You might receive emails from the BBB with Verizon's response, or you'll be able to track it through your BBB account. It's crucial to respond promptly to any requests for further information from the BBB.
Reaching a Resolution: The goal of the BBB process is to facilitate a resolution between you and Verizon. If Verizon offers a solution that you find acceptable, you can inform the BBB, and the complaint will be closed as resolved. If you're not satisfied, you can explain why, and the BBB might continue to mediate.
Step 7: Following Up and Next Steps (If Necessary)
The BBB process can take some time, so patience is key.
Track Your Complaint: Regularly check your email and your BBB account for updates.
Respond to the BBB: If the BBB requests more information or asks for your response to Verizon's offer, reply quickly and clearly.
Unresolved Complaints: If, after a reasonable amount of time and several exchanges, the issue remains unresolved through the BBB process, the complaint will be closed as "unresolved" or "administratively closed." While this doesn't guarantee a resolution, it does become part of Verizon's public BBB record, which can influence their reputation and future business practices.
Consider Other Avenues: If the BBB process doesn't yield the desired outcome, you might consider other options such as:
State Consumer Protection Agencies: Your state attorney general's office or consumer affairs department.
Federal Communications Commission (FCC): For telecommunications-related complaints.
Small Claims Court: For financial disputes that meet the court's monetary limits.
Legal Counsel: If the issue is complex or involves significant financial damages.
By following these steps, you'll be well-prepared to file a comprehensive and effective complaint against Verizon with the Better Business Bureau, increasing your chances of a satisfactory resolution. Remember, your voice as a consumer matters, and the BBB is a valuable tool to ensure it's heard.
Frequently Asked Questions (FAQs)
How to check Verizon's BBB rating?
You can check Verizon's BBB rating by visiting
How to file a complaint against Verizon Wireless specifically?
To file a complaint against Verizon Wireless, go to
How to add more information to an existing BBB complaint about Verizon?
Once you've filed a complaint, you'll typically receive a complaint reference number. Log in to your BBB account or use the provided link in your confirmation email, and there should be an option to add additional information or attachments to your existing complaint.
How to resolve a Verizon issue without reporting to BBB first?
Before reporting to the BBB, try to resolve the issue directly with Verizon by contacting their customer service, explaining your problem clearly, stating your desired resolution, and keeping detailed records of your interactions (names, dates, times, summaries of conversations).
How to know if my Verizon complaint to BBB was successful?
Success can be defined in different ways. If Verizon offers a resolution that you accept, the complaint is successful and closed as resolved. Even if no resolution is reached, your complaint becomes part of Verizon's public record on the BBB website, which can be seen as a form of success in holding them accountable. You will be notified by the BBB about the outcome.
How to appeal a BBB decision regarding my Verizon complaint?
The BBB's role is mediation, not a binding decision. If you're not satisfied with Verizon's response or the outcome of the mediation, you can communicate this to the BBB. They may try further mediation, or you may need to pursue other avenues like the FCC or small claims court.
How to contact BBB directly for help with my Verizon complaint?
While you file complaints online, if you need assistance, the BBB usually provides local contact information on their website. You can find the contact details for your local BBB office by using their "Find a Local BBB" tool.
How to track the status of my Verizon BBB complaint?
After filing, you'll receive a complaint reference number. You can usually log in to your BBB account on
How to write an effective description for my BBB complaint against Verizon?
Be clear, concise, and factual. Start with a brief overview, then describe the events chronologically. Include relevant dates, names, and what Verizon did or failed to do. State your desired resolution explicitly. Avoid emotional language and focus on the facts supported by your documentation.
How to get a refund from Verizon through the BBB process?
If your complaint involves a financial dispute and a refund is your desired outcome, clearly state this in your complaint. The BBB will then mediate with Verizon to see if they are willing to offer a refund as part of the resolution. Success depends on the specifics of your case and Verizon's willingness to comply.
