Vivint: billing error

Collect

• bills
• services agreement
• any fee notice

Steps

1. Compare the bill with your services agreement and any fee notice.

2. Call Vivint or use chat to dispute the charge; get a reference number.

   PhoneVivint main number (shown on the home page, contact page and service promise page) +1-844-481-8630

3. If someone opened a Vivint account or financing in your name, report identity theft to Vivint.

   FormReport identity theft involving a Vivint account

More contacts for this issue

Facts you can cite

• Policy

  The Vivint Terms of Service say "We will notify you of any new fees or fee increases before they are charged."

  Source: vivint.com, verified 2026-10-13

• Policy

  You may opt out of the Vivint arbitration provision by sending a letter to Vivint LLC, Attn. Legal Department - Arbitration, 3401 Ashton Blvd, Lehi, UT 84043, within 30 days of the day you first agreed to the Terms.

  Source: vivint.com, verified 2026-10-13

• Policy

  On April 29, 2021 the FTC announced that Vivint would pay a $15 million civil penalty and $5 million to compensate consumers to settle charges that commission-only door-to-door sales reps used other people's credit histories ("white paging", or adding co-signers without permission) to qualify customers for financing, in violation of the FCRA and the Red Flags Rule.

  Source: ftc.gov, verified 2026-10-13

• Compensation

  On December 5, 2024 the FTC sent payments totaling nearly $500,000 to 470 consumers harmed by Vivint's misuse of credit reports (average $1,056). Questions go to the refund administrator, Rust Consulting, Inc., at 1-833-472-1996.

  Source: ftc.gov, verified 2026-10-13

Rules in force

• Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements
  15 U.S.C. 8401-8405

  A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.

  Source: law.cornell.edu, verified 2026-10-12

  1 citable point

  • Policy

    The seller must obtain "a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account".

    Source: law.cornell.edu, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneVivint main number (shown on the home page, contact page and service promise page) +1-844-481-8630

2. Retention team

   PhoneVivint Customer Service (cancellation line named in the Terms of Service) +1-800-216-5232

   The Terms of Service name this phone line for cancellation. Ask for the cancellation date, any early termination fee and any remaining financing balance, and ask for written confirmation.

3. Written complaint

   FormVivint service promise feedback form ("Let us know how we can do better")

4. Card or bank dispute

   Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)

   Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)

   Dispute charges after the cancellation takes effect with your card issuer or bank. Financed equipment is owed to the financing partner under a separate agreement.

5. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

6. Arbitration

   The Terms of Service require arbitration unless you opted out by letter within 30 days of first agreeing to them, and waive class actions.

Watch out

Related

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