{"id":"verizon","page":"https://escalate.alexgaoth.com/#/c/verizon","html":"https://escalate.alexgaoth.com/c/verizon/","generated":"2026-10-15","company":{"id":"verizon","name":"Verizon","aliases":["verizon wireless","verizon mobile","verizon fios","fios","verizon 5g home","verizon home internet"],"sector":"wireless","also_sectors":["internet_tv"],"website":"https://www.verizon.com","account_url":"https://secure.verizon.com/signin","regulators":["fcc"],"notes":"Verizon wireless (postpaid), Fios and 5G Home internet. Verizon completed its acquisition of Frontier Communications on January 20, 2026; Frontier is now a wholly owned Verizon subsidiary with its own entry under internet providers. Visible and Straight Talk are separate Verizon brands with their own entries. Wireless and wireline (Fios) use different Notice of Dispute forms.","channels":[{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer service from a Verizon phone","value":"*611","source":"https://www.verizon.com/support/pound-star-codes/","last_verified":"2026-10-12"},{"id":"general-phone","type":"phone","label":"1-800-VERIZON (general line shown on support pages)","value":"+1-800-837-4966","notes":"Verizon pages show it in the header without a stated purpose. The Notice of Dispute page tells customers to call 1-800-Verizon or chat first.","source":"https://www.verizon.com/support/network/","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Contact us and chat (My Verizon chat for account changes)","value":"https://www.verizon.com/support/contact-us/","access":"login","notes":"For cancellation, sign in to My Verizon, choose \"Chat with us\" and type \"Cancel\". The contact page blocks automated fetches.","source":"https://www.verizon.com/support/disconnect-cancel-mobile/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-wireless","type":"web_form","label":"Notice of Dispute form (wireless consumer and business)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"Three-step online form, about 5-10 minutes. Needs the account owner's name, account number, phone number and billing address.","source":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","last_verified":"2026-10-12"},{"id":"notice-of-dispute-wireline","type":"web_form","label":"Notice of Dispute form (wireline, including Fios)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireline-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","source":"https://www.verizon.com/about/nod/notice-dispute-form","last_verified":"2026-10-12"},{"id":"dispute-manager-mail","type":"mail","label":"Verizon Dispute Resolution Manager (residential arbitration notices)","value":"Verizon Dispute Resolution Manager, One Verizon Way, VC54N100, Basking Ridge, NJ 07920-1097","purposes":["billing_error","poor_service"],"notes":"Published on Verizon's residential (Fios) arbitration page; the mediation section uses mail code VC54N090. The wireless agreement instead says to write to the customer service address on your bill.","source":"https://www.verizon.com/support/residential/account/manage-account/security/arbitration-mediation","last_verified":"2026-10-12"},{"id":"dispute-manager-email","type":"email","label":"Verizon Dispute Resolution Manager email (residential)","value":"NoticeOfDispute@verizon.com","purposes":["billing_error","poor_service"],"source":"https://www.verizon.com/support/residential/account/manage-account/security/arbitration-mediation","last_verified":"2026-10-12"},{"id":"trade-in","type":"web_form","label":"Device trade-in (start and check status)","value":"https://www.verizon.com/trade-in/","purposes":["equipment_return"],"source":"https://www.verizon.com/trade-in/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"wireless-phone"},{"rung":"retention","channel":"wireless-phone","note":"Verizon says to call Customer Service before disconnecting to see if you qualify for additional offers."},{"rung":"supervisor","channel":"wireless-phone","note":"Verizon's arbitration FAQ says you can ask to speak to a Supervisor."},{"rung":"written_complaint","channel":"notice-of-dispute-wireless","note":"Starts the 60-day period before arbitration. Use the wireline form for Fios."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"If not resolved within 60 days of the notice, file with the AAA, or bring an individual small claims action."}],"playbooks":[{"issue":"billing_error","summary":"Ask customer service, then a supervisor, then send a written Notice of Dispute. Keep paying undisputed charges.","evidence":["the bill with the charge","account number","mobile number","what you expected to pay and why"],"steps":[{"do":"Call customer service or chat. Ask for the correction and a reference number. Ask for a supervisor if refused.","channel":"wireless-phone"},{"do":"Submit the wireless Notice of Dispute form, or write to the customer service address on your bill. This preserves arbitration and small claims rights.","channel":"notice-of-dispute-wireless"},{"do":"If not resolved in 60 days, file an FCC complaint, or go to small claims court or AAA arbitration.","regulator":"fcc"}],"facts":[{"kind":"policy","claim":"Postpay customers must still pay all charges while a dispute is pending, unless the law says otherwise. To preserve arbitration or small claims rights, you must write to Verizon at the customer service address on your bill or use the notice of dispute form.","issues":["billing_error"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Verizon can change prices with notice. A materially adverse change gives a 60-day window to cancel the affected line without an early termination fee.","evidence":["price change notice","bills before and after"],"steps":[{"do":"Find the notice of the change and its date."},{"do":"Ask customer service for current offers or a cheaper plan with the same service.","channel":"wireless-phone"},{"do":"If the change has a material adverse effect on you, object to it and, if Verizon does not reverse it, cancel the affected line within 60 days of the notice.","channel":"wireless-phone"}],"facts":[{"kind":"policy","claim":"Verizon may change prices or other terms at any time after notice. If a change to your plan or the agreement has a material adverse effect on you, you can cancel the affected line within 60 days of receiving the notice with no early termination fee, if Verizon fails to negate the change after you notify it of your objection.","issues":["bill_increase"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"}]},{"issue":"price_negotiation","summary":"Call customer service before cancelling and ask what offers you qualify for.","evidence":["current bill","current Verizon offers","competitor offers"],"steps":[{"do":"Call customer service. Say you plan to cancel and ask whether you qualify for additional offers. Give a target price.","channel":"wireless-phone"},{"do":"Get the offer, its end date and conditions in writing (chat transcript or order confirmation)."}]},{"issue":"cancel_service","summary":"Port the number out (the new carrier closes the line), or cancel by My Verizon chat or phone. Cancellation takes effect at the end of the bill period.","evidence":["account PIN","cancellation confirmation","final bill"],"steps":[{"do":"To keep the number, generate a Number Transfer PIN in the My Verizon app or website, dial","channel":"wireless-phone"},{"do":"To cancel without porting, sign in to My Verizon, choose \"Chat with us\" and type \"Cancel\", or call customer service. The Account Owner must authorize it.","channel":"chat"},{"do":"Check the final bill. Any remaining device payment balance is due in full, and device promotion credits stop."},{"do":"Dispute wrong final-bill charges with the Notice of Dispute form, then the FCC.","channel":"notice-of-dispute-wireless"}],"facts":[{"kind":"limit","claim":"Only the Account Owner or Account Managers can transfer numbers, and the Number Transfer PIN expires after 7 days. The account must stay open until the move is completed.","issues":["cancel_service"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A cancellation takes effect on the last day of the billing period in which you cancel. Any remaining device payment balance is due in full on the final bill, and security deposits are refunded within 30-60 days minus outstanding charges.","issues":["cancel_service"],"source":"https://www.verizon.com/support/disconnect-cancel-mobile/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You can cancel a line of Service within 30 days of accepting the Customer Agreement, as long as you return any equipment you bought from Verizon within the applicable return period. You still pay for service through that date.","issues":["cancel_service"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return devices within 30 days of purchase ($50 restocking fee). Return Verizon-owned home equipment within 30 days after cancellation.","evidence":["receipt","return tracking number","device IMEI or equipment serial number"],"steps":[{"do":"Start a return through My Verizon, customer service or a Verizon store within 30 days of purchase. Returning a device does not cancel service.","channel":"wireless-phone"},{"do":"Mail a trade-in device within 30 days. The credit is applied after Verizon receives the device.","channel":"trade-in"},{"do":"For Fios or home internet equipment, return it within 30 days after cancellation and keep the receipt."},{"do":"If charged for returned equipment, send the tracking number and ask for removal. Then use the Notice of Dispute form.","channel":"notice-of-dispute-wireless"}],"facts":[{"kind":"deadline","claim":"Devices can be returned or exchanged within 30 days of purchase, in like-new condition with the original box, all components and the original receipt. Only one exchange is allowed.","issues":["equipment_return"],"source":"https://www.verizon.com/support/return-policy/","last_verified":"2026-10-12"},{"kind":"fee","claim":"A $50 restocking fee plus applicable taxes applies to any return or exchange of a wireless device (excluding Hawaii).","issues":["equipment_return"],"source":"https://www.verizon.com/support/return-policy/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Verizon's trade-in page says to mail the old device within 30 days, and applies the credit once it receives the device.","issues":["equipment_return"],"source":"https://www.verizon.com/trade-in/","last_verified":"2026-10-12"},{"kind":"fee","claim":"Verizon-owned home internet equipment must be returned within 30 days after cancellation, or an unreturned equipment fee of up to $300 per unit may apply.","issues":["equipment_return"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Postpay customers who lose service for more than 24 hours in a row through Verizon's fault can ask for a credit within 180 days.","evidence":["outage dates and times","location","ticket number"],"steps":[{"do":"Call customer service within 180 days. Say how long service was lost and ask for a credit for the time lost.","channel":"wireless-phone"},{"do":"If refused, submit the Notice of Dispute form, then file an FCC complaint.","channel":"notice-of-dispute-wireless"}],"facts":[{"kind":"compensation","claim":"If you are a Postpay customer and you lose Service in your Coverage Area for more than 24 hours in a row and Verizon is at fault, call within 180 days and Verizon gives you a credit for the time lost. The agreement says these are your only rights for dropped calls or interrupted Service.","issues":["service_outage"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"The Verizon Mobile Customer Agreement (updated June 16, 2026) requires the party seeking arbitration to notify the other party in writing at least 60 days in advance. Notice to Verizon goes to the wireless dispute resolution manager through the online Notice of Dispute form.","issues":["billing_error","poor_service"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the dispute is not resolved within 60 days of the notice, either party may file for arbitration with the AAA. For claims within the small claims court limit, either side can bring an individual small claims action instead.","issues":["billing_error","poor_service"],"source":"https://www.verizon.com/about/nod/notice-dispute-form","last_verified":"2026-10-12"},{"kind":"fee","claim":"If a Postpay payment is late, Verizon charges a late fee of up to 5 percent per month on the unpaid balance, or a flat $10 per month, whichever is greater, if allowed by law in the state of your billing address.","issues":["billing_error","bill_increase"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Verizon's cancellation page says to call Customer Service before disconnecting to see if you qualify for additional offers.","issues":["price_negotiation","cancel_service"],"source":"https://www.verizon.com/support/disconnect-cancel-mobile/","last_verified":"2026-10-12"}],"known_blockers":["Cancellation and number transfers need the Account Owner (or an Account Manager for transfers), with the Account PIN or the last 4 SSN digits.","Generating a Number Transfer PIN online needs sign-in to My Verizon on a standard monthly account.","Verizon's contact page and main customer agreement page block automated fetches; the support-path agreement page works."],"official_domains":["verizon.com"],"security":{"never_asks":[{"kind":"policy","claim":"Verizon will never contact you to request any password, PIN, Social Security number or payment information.","source":"https://www.verizon.com/about/account-security/sim-swapping","last_verified":"2026-10-12"},{"kind":"policy","claim":"Verizon will never ask for personal or account information by email or text message.","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"Verizon does not send text messages that ask for credit card or payment information, or for your username, password, account PIN, Social Security number or other sensitive account or personal information.","source":"https://www.verizon.com/about/account-security/overview","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"SIM swap: a criminal moves your phone number to a SIM card or eSIM profile they control. Verizon offers free SIM Protection to lock lines against transactions that need a new SIM.","source":"https://www.verizon.com/about/account-security/sim-swapping","last_verified":"2026-10-12"},{"kind":"policy","claim":"Port-out fraud: your number is moved to another carrier without your request. Verizon offers free Number Lock, which only the Account Owner or an Account Manager can turn on or off.","source":"https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Smishing: text messages that claim to be from Verizon and contain malicious links or return phone numbers.","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts that claim to be from Verizon to 7726 (SPAM)","value":"7726","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Verizon","value":"phishing@verizon.com","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"id":"report-sim-swap-port-out","type":"phone","label":"Report a SIM change or number port you did not request (or dial *611 from a Verizon phone)","value":"+1-800-922-0204","notes":"After hours, use Chat With Us, sign in and type 'Live Agent'.","source":"https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs","last_verified":"2026-10-12"},{"id":"fraud-claim","type":"web_form","label":"File a fraud claim with Verizon","value":"https://www.verizon.com/account-security/file-a-fraud-claim","source":"https://www.verizon.com/about/account-security/overview","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"verizon","name":"Verizon","sector":"wireless","website":"https://www.verizon.com","account_url":"https://secure.verizon.com/signin"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Ask customer service, then a supervisor, then send a written Notice of Dispute. Keep paying undisputed charges.","evidence":["the bill with the charge","account number","mobile number","what you expected to pay and why"],"steps":[{"do":"Call customer service or chat. Ask for the correction and a reference number. Ask for a supervisor if refused.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"do":"Submit the wireless Notice of Dispute form, or write to the customer service address on your bill. This preserves arbitration and small claims rights.","channel":{"id":"notice-of-dispute-wireless","type":"web_form","label":"Notice of Dispute form (wireless consumer and business)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"Three-step online form, about 5-10 minutes. Needs the account owner's name, account number, phone number and billing address.","source":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","last_verified":"2026-10-12"}},{"do":"If not resolved in 60 days, file an FCC complaint, or go to small claims court or AAA arbitration.","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}}],"channels":[{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer service from a Verizon phone","value":"*611","source":"https://www.verizon.com/support/pound-star-codes/","last_verified":"2026-10-12"},{"id":"general-phone","type":"phone","label":"1-800-VERIZON (general line shown on support pages)","value":"+1-800-837-4966","notes":"Verizon pages show it in the header without a stated purpose. The Notice of Dispute page tells customers to call 1-800-Verizon or chat first.","source":"https://www.verizon.com/support/network/","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Contact us and chat (My Verizon chat for account changes)","value":"https://www.verizon.com/support/contact-us/","access":"login","notes":"For cancellation, sign in to My Verizon, choose \"Chat with us\" and type \"Cancel\". The contact page blocks automated fetches.","source":"https://www.verizon.com/support/disconnect-cancel-mobile/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-wireless","type":"web_form","label":"Notice of Dispute form (wireless consumer and business)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"Three-step online form, about 5-10 minutes. Needs the account owner's name, account number, phone number and billing address.","source":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","last_verified":"2026-10-12"},{"id":"notice-of-dispute-wireline","type":"web_form","label":"Notice of Dispute form (wireline, including Fios)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireline-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","source":"https://www.verizon.com/about/nod/notice-dispute-form","last_verified":"2026-10-12"},{"id":"dispute-manager-mail","type":"mail","label":"Verizon Dispute Resolution Manager (residential arbitration notices)","value":"Verizon Dispute Resolution Manager, One Verizon Way, VC54N100, Basking Ridge, NJ 07920-1097","purposes":["billing_error","poor_service"],"notes":"Published on Verizon's residential (Fios) arbitration page; the mediation section uses mail code VC54N090. The wireless agreement instead says to write to the customer service address on your bill.","source":"https://www.verizon.com/support/residential/account/manage-account/security/arbitration-mediation","last_verified":"2026-10-12"},{"id":"dispute-manager-email","type":"email","label":"Verizon Dispute Resolution Manager email (residential)","value":"NoticeOfDispute@verizon.com","purposes":["billing_error","poor_service"],"source":"https://www.verizon.com/support/residential/account/manage-account/security/arbitration-mediation","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Postpay customers must still pay all charges while a dispute is pending, unless the law says otherwise. To preserve arbitration or small claims rights, you must write to Verizon at the customer service address on your bill or use the notice of dispute form.","issues":["billing_error"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"},{"kind":"process","claim":"The Verizon Mobile Customer Agreement (updated June 16, 2026) requires the party seeking arbitration to notify the other party in writing at least 60 days in advance. Notice to Verizon goes to the wireless dispute resolution manager through the online Notice of Dispute form.","issues":["billing_error","poor_service"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the dispute is not resolved within 60 days of the notice, either party may file for arbitration with the AAA. For claims within the small claims court limit, either side can bring an individual small claims action instead.","issues":["billing_error","poor_service"],"source":"https://www.verizon.com/about/nod/notice-dispute-form","last_verified":"2026-10-12"},{"kind":"fee","claim":"If a Postpay payment is late, Verizon charges a late fee of up to 5 percent per month on the unpaid balance, or a flat $10 per month, whichever is greater, if allowed by law in the state of your billing address.","issues":["billing_error","bill_increase"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"Fixed and mobile broadband providers must show a standard \"broadband consumer label\" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Each provider of broadband internet access service must create and display a broadband consumer label for each stand-alone plan it currently offers, prominently displayed, publicly available and easily accessible to consumers, in the format the FCC prescribes.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label must be displayed at each point of sale, which includes the provider's website and any alternate sales channel (provider-owned and third-party retail stores and phone sales), and on websites it must be near the advertised plan. Providers with online account portals must make each customer's label easily accessible there.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label contains critical information about the plan, including pricing, introductory rates, data allowances and performance metrics. Phone sales representatives must cover the monthly price, typical speeds, latency, data allowance, contract term and early termination fees.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"policy","claim":"Labels must be provided in English and in any other language in which the provider markets its services in the United States.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under the current text, a provider must archive labels for at least two years after a plan stops being sold to new subscribers, and must give an existing customer on that plan the archived label within thirty days of a request. The August 2026 order eliminates the archiving requirement once its amendments to 8.1(a) take effect.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC's August 2026 order (FCC 26-48) will let providers summarize the label orally on phone sales, show passthrough fees as a single \"up to\" amount split into government and third-party charges, use a link or icon instead of the full label at the point of sale and in account portals, and drop the machine-readable spreadsheet and archiving requirements. Its changes to 8.1(a) are delayed until the FCC publishes an effective date; its changes to 8.1(b) took effect September 14, 2026.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}]},{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Complaints against carriers under section 208 of the Communications Act may be either formal or informal.","issues":["billing_error","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.711","last_verified":"2026-10-12"},{"kind":"process","claim":"An informal complaint must be in writing and should contain the complainant's name, address and telephone number; the name of the carrier; a complete statement of the facts showing that the carrier did or failed to do something in violation of the Communications Act; and the specific relief or satisfaction sought.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.716","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC forwards informal complaints to the carrier for investigation and may set a due date for a written response. The carrier's response goes to the FCC with a copy to the complainant and must say whether the carrier has satisfied the complaint or refuses or is unable to do so.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the informal complaint is not satisfied, the complainant may file a formal complaint (in the form in 47 CFR 1.721) within 6 months from the date of the carrier's response, or from the response due date if the carrier did not respond. A timely formal complaint relates back to the filing date of the informal complaint. If none is filed in time, the informal complaint proceeding is closed.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.718","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"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\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Verizon says to call Customer Service before disconnecting to see if you qualify for additional offers.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":2,"rung":"supervisor","note":"Verizon's arbitration FAQ says you can ask to speak to a Supervisor.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":3,"rung":"written_complaint","note":"Starts the 60-day period before arbitration. Use the wireline form for Fios.","channel":{"id":"notice-of-dispute-wireless","type":"web_form","label":"Notice of Dispute form (wireless consumer and business)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"Three-step online form, about 5-10 minutes. Needs the account owner's name, account number, phone number and billing address.","source":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","last_verified":"2026-10-12"}},{"index":4,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"If not resolved within 60 days of the notice, file with the AAA, or bring an individual small claims action."}],"known_blockers":["Cancellation and number transfers need the Account Owner (or an Account Manager for transfers), with the Account PIN or the last 4 SSN digits.","Generating a Number Transfer PIN online needs sign-in to My Verizon on a standard monthly account.","Verizon's contact page and main customer agreement page block automated fetches; the support-path agreement page works."],"security":{"official_domains":["verizon.com"],"never_asks":[{"kind":"policy","claim":"Verizon will never contact you to request any password, PIN, Social Security number or payment information.","source":"https://www.verizon.com/about/account-security/sim-swapping","last_verified":"2026-10-12"},{"kind":"policy","claim":"Verizon will never ask for personal or account information by email or text message.","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"Verizon does not send text messages that ask for credit card or payment information, or for your username, password, account PIN, Social Security number or other sensitive account or personal information.","source":"https://www.verizon.com/about/account-security/overview","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"SIM swap: a criminal moves your phone number to a SIM card or eSIM profile they control. Verizon offers free SIM Protection to lock lines against transactions that need a new SIM.","source":"https://www.verizon.com/about/account-security/sim-swapping","last_verified":"2026-10-12"},{"kind":"policy","claim":"Port-out fraud: your number is moved to another carrier without your request. Verizon offers free Number Lock, which only the Account Owner or an Account Manager can turn on or off.","source":"https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Smishing: text messages that claim to be from Verizon and contain malicious links or return phone numbers.","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts that claim to be from Verizon to 7726 (SPAM)","value":"7726","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Verizon","value":"phishing@verizon.com","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"id":"report-sim-swap-port-out","type":"phone","label":"Report a SIM change or number port you did not request (or dial *611 from a Verizon phone)","value":"+1-800-922-0204","notes":"After hours, use Chat With Us, sign in and type 'Live Agent'.","source":"https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs","last_verified":"2026-10-12"},{"id":"fraud-claim","type":"web_form","label":"File a fraud claim with Verizon","value":"https://www.verizon.com/account-security/file-a-fraud-claim","source":"https://www.verizon.com/about/account-security/overview","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.965,"sources":{"primary":55,"other":2},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 57 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Verizon wireless (postpaid), Fios and 5G Home internet. Verizon completed its acquisition of Frontier Communications on January 20, 2026; Frontier is now a wholly owned Verizon subsidiary with its own entry under internet providers. Visible and Straight Talk are separate Verizon brands with their own entries. Wireless and wireline (Fios) use different Notice of Dispute forms.","warnings":[]},"bill_increase":{"company":{"id":"verizon","name":"Verizon","sector":"wireless","website":"https://www.verizon.com","account_url":"https://secure.verizon.com/signin"},"issue":{"id":"bill_increase","name":"Bill went up"},"playbook_source":"company","summary":"Verizon can change prices with notice. A materially adverse change gives a 60-day window to cancel the affected line without an early termination fee.","evidence":["price change notice","bills before and after"],"steps":[{"do":"Find the notice of the change and its date."},{"do":"Ask customer service for current offers or a cheaper plan with the same service.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"do":"If the change has a material adverse effect on you, object to it and, if Verizon does not reverse it, cancel the affected line within 60 days of the notice.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}}],"channels":[{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer service from a Verizon phone","value":"*611","source":"https://www.verizon.com/support/pound-star-codes/","last_verified":"2026-10-12"},{"id":"general-phone","type":"phone","label":"1-800-VERIZON (general line shown on support pages)","value":"+1-800-837-4966","notes":"Verizon pages show it in the header without a stated purpose. The Notice of Dispute page tells customers to call 1-800-Verizon or chat first.","source":"https://www.verizon.com/support/network/","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Contact us and chat (My Verizon chat for account changes)","value":"https://www.verizon.com/support/contact-us/","access":"login","notes":"For cancellation, sign in to My Verizon, choose \"Chat with us\" and type \"Cancel\". The contact page blocks automated fetches.","source":"https://www.verizon.com/support/disconnect-cancel-mobile/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-wireless","type":"web_form","label":"Notice of Dispute form (wireless consumer and business)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"Three-step online form, about 5-10 minutes. Needs the account owner's name, account number, phone number and billing address.","source":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","last_verified":"2026-10-12"},{"id":"notice-of-dispute-wireline","type":"web_form","label":"Notice of Dispute form (wireline, including Fios)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireline-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","source":"https://www.verizon.com/about/nod/notice-dispute-form","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Verizon may change prices or other terms at any time after notice. If a change to your plan or the agreement has a material adverse effect on you, you can cancel the affected line within 60 days of receiving the notice with no early termination fee, if Verizon fails to negate the change after you notify it of your objection.","issues":["bill_increase"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"},{"kind":"fee","claim":"If a Postpay payment is late, Verizon charges a late fee of up to 5 percent per month on the unpaid balance, or a flat $10 per month, whichever is greater, if allowed by law in the state of your billing address.","issues":["billing_error","bill_increase"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"Fixed and mobile broadband providers must show a standard \"broadband consumer label\" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Each provider of broadband internet access service must create and display a broadband consumer label for each stand-alone plan it currently offers, prominently displayed, publicly available and easily accessible to consumers, in the format the FCC prescribes.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label contains critical information about the plan, including pricing, introductory rates, data allowances and performance metrics. Phone sales representatives must cover the monthly price, typical speeds, latency, data allowance, contract term and early termination fees.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under the current text, a provider must archive labels for at least two years after a plan stops being sold to new subscribers, and must give an existing customer on that plan the archived label within thirty days of a request. The August 2026 order eliminates the archiving requirement once its amendments to 8.1(a) take effect.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC's August 2026 order (FCC 26-48) will let providers summarize the label orally on phone sales, show passthrough fees as a single \"up to\" amount split into government and third-party charges, use a link or icon instead of the full label at the point of sale and in account portals, and drop the machine-readable spreadsheet and archiving requirements. Its changes to 8.1(a) are delayed until the FCC publishes an effective date; its changes to 8.1(b) took effect September 14, 2026.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Verizon says to call Customer Service before disconnecting to see if you qualify for additional offers.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":2,"rung":"supervisor","note":"Verizon's arbitration FAQ says you can ask to speak to a Supervisor.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":3,"rung":"written_complaint","note":"Starts the 60-day period before arbitration. Use the wireline form for Fios.","channel":{"id":"notice-of-dispute-wireless","type":"web_form","label":"Notice of Dispute form (wireless consumer and business)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"Three-step online form, about 5-10 minutes. Needs the account owner's name, account number, phone number and billing address.","source":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","last_verified":"2026-10-12"}},{"index":4,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"If not resolved within 60 days of the notice, file with the AAA, or bring an individual small claims action."}],"known_blockers":["Cancellation and number transfers need the Account Owner (or an Account Manager for transfers), with the Account PIN or the last 4 SSN digits.","Generating a Number Transfer PIN online needs sign-in to My Verizon on a standard monthly account.","Verizon's contact page and main customer agreement page block automated fetches; the support-path agreement page works."],"security":{"official_domains":["verizon.com"],"never_asks":[{"kind":"policy","claim":"Verizon will never contact you to request any password, PIN, Social Security number or payment information.","source":"https://www.verizon.com/about/account-security/sim-swapping","last_verified":"2026-10-12"},{"kind":"policy","claim":"Verizon will never ask for personal or account information by email or text message.","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"Verizon does not send text messages that ask for credit card or payment information, or for your username, password, account PIN, Social Security number or other sensitive account or personal information.","source":"https://www.verizon.com/about/account-security/overview","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"SIM swap: a criminal moves your phone number to a SIM card or eSIM profile they control. Verizon offers free SIM Protection to lock lines against transactions that need a new SIM.","source":"https://www.verizon.com/about/account-security/sim-swapping","last_verified":"2026-10-12"},{"kind":"policy","claim":"Port-out fraud: your number is moved to another carrier without your request. Verizon offers free Number Lock, which only the Account Owner or an Account Manager can turn on or off.","source":"https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Smishing: text messages that claim to be from Verizon and contain malicious links or return phone numbers.","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts that claim to be from Verizon to 7726 (SPAM)","value":"7726","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Verizon","value":"phishing@verizon.com","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"id":"report-sim-swap-port-out","type":"phone","label":"Report a SIM change or number port you did not request (or dial *611 from a Verizon phone)","value":"+1-800-922-0204","notes":"After hours, use Chat With Us, sign in and type 'Live Agent'.","source":"https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs","last_verified":"2026-10-12"},{"id":"fraud-claim","type":"web_form","label":"File a fraud claim with Verizon","value":"https://www.verizon.com/account-security/file-a-fraud-claim","source":"https://www.verizon.com/about/account-security/overview","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.965,"sources":{"primary":55,"other":2},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 57 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Verizon wireless (postpaid), Fios and 5G Home internet. Verizon completed its acquisition of Frontier Communications on January 20, 2026; Frontier is now a wholly owned Verizon subsidiary with its own entry under internet providers. Visible and Straight Talk are separate Verizon brands with their own entries. Wireless and wireline (Fios) use different Notice of Dispute forms.","warnings":[]},"price_negotiation":{"company":{"id":"verizon","name":"Verizon","sector":"wireless","website":"https://www.verizon.com","account_url":"https://secure.verizon.com/signin"},"issue":{"id":"price_negotiation","name":"Lower a recurring bill"},"playbook_source":"company","summary":"Call customer service before cancelling and ask what offers you qualify for.","evidence":["current bill","current Verizon offers","competitor offers"],"steps":[{"do":"Call customer service. Say you plan to cancel and ask whether you qualify for additional offers. Give a target price.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"do":"Get the offer, its end date and conditions in writing (chat transcript or order confirmation)."}],"channels":[{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer service from a Verizon phone","value":"*611","source":"https://www.verizon.com/support/pound-star-codes/","last_verified":"2026-10-12"},{"id":"general-phone","type":"phone","label":"1-800-VERIZON (general line shown on support pages)","value":"+1-800-837-4966","notes":"Verizon pages show it in the header without a stated purpose. The Notice of Dispute page tells customers to call 1-800-Verizon or chat first.","source":"https://www.verizon.com/support/network/","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Contact us and chat (My Verizon chat for account changes)","value":"https://www.verizon.com/support/contact-us/","access":"login","notes":"For cancellation, sign in to My Verizon, choose \"Chat with us\" and type \"Cancel\". The contact page blocks automated fetches.","source":"https://www.verizon.com/support/disconnect-cancel-mobile/","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"Fixed and mobile broadband providers must show a standard \"broadband consumer label\" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"The label must be displayed at each point of sale, which includes the provider's website and any alternate sales channel (provider-owned and third-party retail stores and phone sales), and on websites it must be near the advertised plan. Providers with online account portals must make each customer's label easily accessible there.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[{"kind":"official","text":"Verizon's cancellation page says to call Customer Service before disconnecting to see if you qualify for additional offers.","issues":["price_negotiation","cancel_service"],"source":"https://www.verizon.com/support/disconnect-cancel-mobile/","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Verizon says to call Customer Service before disconnecting to see if you qualify for additional offers.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":2,"rung":"supervisor","note":"Verizon's arbitration FAQ says you can ask to speak to a Supervisor.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":3,"rung":"written_complaint","note":"Starts the 60-day period before arbitration. Use the wireline form for Fios.","channel":{"id":"notice-of-dispute-wireless","type":"web_form","label":"Notice of Dispute form (wireless consumer and business)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"Three-step online form, about 5-10 minutes. Needs the account owner's name, account number, phone number and billing address.","source":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","last_verified":"2026-10-12"}},{"index":4,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"If not resolved within 60 days of the notice, file with the AAA, or bring an individual small claims action."}],"known_blockers":["Cancellation and number transfers need the Account Owner (or an Account Manager for transfers), with the Account PIN or the last 4 SSN digits.","Generating a Number Transfer PIN online needs sign-in to My Verizon on a standard monthly account.","Verizon's contact page and main customer agreement page block automated fetches; the support-path agreement page works."],"security":{"official_domains":["verizon.com"],"never_asks":[{"kind":"policy","claim":"Verizon will never contact you to request any password, PIN, Social Security number or payment information.","source":"https://www.verizon.com/about/account-security/sim-swapping","last_verified":"2026-10-12"},{"kind":"policy","claim":"Verizon will never ask for personal or account information by email or text message.","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"Verizon does not send text messages that ask for credit card or payment information, or for your username, password, account PIN, Social Security number or other sensitive account or personal information.","source":"https://www.verizon.com/about/account-security/overview","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"SIM swap: a criminal moves your phone number to a SIM card or eSIM profile they control. Verizon offers free SIM Protection to lock lines against transactions that need a new SIM.","source":"https://www.verizon.com/about/account-security/sim-swapping","last_verified":"2026-10-12"},{"kind":"policy","claim":"Port-out fraud: your number is moved to another carrier without your request. Verizon offers free Number Lock, which only the Account Owner or an Account Manager can turn on or off.","source":"https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Smishing: text messages that claim to be from Verizon and contain malicious links or return phone numbers.","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts that claim to be from Verizon to 7726 (SPAM)","value":"7726","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Verizon","value":"phishing@verizon.com","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"id":"report-sim-swap-port-out","type":"phone","label":"Report a SIM change or number port you did not request (or dial *611 from a Verizon phone)","value":"+1-800-922-0204","notes":"After hours, use Chat With Us, sign in and type 'Live Agent'.","source":"https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs","last_verified":"2026-10-12"},{"id":"fraud-claim","type":"web_form","label":"File a fraud claim with Verizon","value":"https://www.verizon.com/account-security/file-a-fraud-claim","source":"https://www.verizon.com/about/account-security/overview","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.965,"sources":{"primary":55,"other":2},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 57 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Verizon wireless (postpaid), Fios and 5G Home internet. Verizon completed its acquisition of Frontier Communications on January 20, 2026; Frontier is now a wholly owned Verizon subsidiary with its own entry under internet providers. Visible and Straight Talk are separate Verizon brands with their own entries. Wireless and wireline (Fios) use different Notice of Dispute forms.","warnings":[]},"cancel_service":{"company":{"id":"verizon","name":"Verizon","sector":"wireless","website":"https://www.verizon.com","account_url":"https://secure.verizon.com/signin"},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Port the number out (the new carrier closes the line), or cancel by My Verizon chat or phone. Cancellation takes effect at the end of the bill period.","evidence":["account PIN","cancellation confirmation","final bill"],"steps":[{"do":"To keep the number, generate a Number Transfer PIN in the My Verizon app or website, dial","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"do":"To cancel without porting, sign in to My Verizon, choose \"Chat with us\" and type \"Cancel\", or call customer service. The Account Owner must authorize it.","channel":{"id":"chat","type":"chat","label":"Contact us and chat (My Verizon chat for account changes)","value":"https://www.verizon.com/support/contact-us/","access":"login","notes":"For cancellation, sign in to My Verizon, choose \"Chat with us\" and type \"Cancel\". The contact page blocks automated fetches.","source":"https://www.verizon.com/support/disconnect-cancel-mobile/","last_verified":"2026-10-12"}},{"do":"Check the final bill. Any remaining device payment balance is due in full, and device promotion credits stop."},{"do":"Dispute wrong final-bill charges with the Notice of Dispute form, then the FCC.","channel":{"id":"notice-of-dispute-wireless","type":"web_form","label":"Notice of Dispute form (wireless consumer and business)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"Three-step online form, about 5-10 minutes. Needs the account owner's name, account number, phone number and billing address.","source":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","last_verified":"2026-10-12"}}],"channels":[{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer service from a Verizon phone","value":"*611","source":"https://www.verizon.com/support/pound-star-codes/","last_verified":"2026-10-12"},{"id":"general-phone","type":"phone","label":"1-800-VERIZON (general line shown on support pages)","value":"+1-800-837-4966","notes":"Verizon pages show it in the header without a stated purpose. The Notice of Dispute page tells customers to call 1-800-Verizon or chat first.","source":"https://www.verizon.com/support/network/","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Contact us and chat (My Verizon chat for account changes)","value":"https://www.verizon.com/support/contact-us/","access":"login","notes":"For cancellation, sign in to My Verizon, choose \"Chat with us\" and type \"Cancel\". The contact page blocks automated fetches.","source":"https://www.verizon.com/support/disconnect-cancel-mobile/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-wireless","type":"web_form","label":"Notice of Dispute form (wireless consumer and business)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"Three-step online form, about 5-10 minutes. Needs the account owner's name, account number, phone number and billing address.","source":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","last_verified":"2026-10-12"},{"id":"notice-of-dispute-wireline","type":"web_form","label":"Notice of Dispute form (wireline, including Fios)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireline-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","source":"https://www.verizon.com/about/nod/notice-dispute-form","last_verified":"2026-10-12"}],"facts":[{"kind":"limit","claim":"Only the Account Owner or Account Managers can transfer numbers, and the Number Transfer PIN expires after 7 days. The account must stay open until the move is completed.","issues":["cancel_service"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A cancellation takes effect on the last day of the billing period in which you cancel. Any remaining device payment balance is due in full on the final bill, and security deposits are refunded within 30-60 days minus outstanding charges.","issues":["cancel_service"],"source":"https://www.verizon.com/support/disconnect-cancel-mobile/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You can cancel a line of Service within 30 days of accepting the Customer Agreement, as long as you return any equipment you bought from Verizon within the applicable return period. You still pay for service through that date.","issues":["cancel_service"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[{"kind":"official","text":"Verizon's cancellation page says to call Customer Service before disconnecting to see if you qualify for additional offers.","issues":["price_negotiation","cancel_service"],"source":"https://www.verizon.com/support/disconnect-cancel-mobile/","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Verizon says to call Customer Service before disconnecting to see if you qualify for additional offers.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":2,"rung":"supervisor","note":"Verizon's arbitration FAQ says you can ask to speak to a Supervisor.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":3,"rung":"written_complaint","note":"Starts the 60-day period before arbitration. Use the wireline form for Fios.","channel":{"id":"notice-of-dispute-wireless","type":"web_form","label":"Notice of Dispute form (wireless consumer and business)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"Three-step online form, about 5-10 minutes. Needs the account owner's name, account number, phone number and billing address.","source":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","last_verified":"2026-10-12"}},{"index":4,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"If not resolved within 60 days of the notice, file with the AAA, or bring an individual small claims action."}],"known_blockers":["Cancellation and number transfers need the Account Owner (or an Account Manager for transfers), with the Account PIN or the last 4 SSN digits.","Generating a Number Transfer PIN online needs sign-in to My Verizon on a standard monthly account.","Verizon's contact page and main customer agreement page block automated fetches; the support-path agreement page works."],"security":{"official_domains":["verizon.com"],"never_asks":[{"kind":"policy","claim":"Verizon will never contact you to request any password, PIN, Social Security number or payment information.","source":"https://www.verizon.com/about/account-security/sim-swapping","last_verified":"2026-10-12"},{"kind":"policy","claim":"Verizon will never ask for personal or account information by email or text message.","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"Verizon does not send text messages that ask for credit card or payment information, or for your username, password, account PIN, Social Security number or other sensitive account or personal information.","source":"https://www.verizon.com/about/account-security/overview","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"SIM swap: a criminal moves your phone number to a SIM card or eSIM profile they control. Verizon offers free SIM Protection to lock lines against transactions that need a new SIM.","source":"https://www.verizon.com/about/account-security/sim-swapping","last_verified":"2026-10-12"},{"kind":"policy","claim":"Port-out fraud: your number is moved to another carrier without your request. Verizon offers free Number Lock, which only the Account Owner or an Account Manager can turn on or off.","source":"https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Smishing: text messages that claim to be from Verizon and contain malicious links or return phone numbers.","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts that claim to be from Verizon to 7726 (SPAM)","value":"7726","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Verizon","value":"phishing@verizon.com","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"id":"report-sim-swap-port-out","type":"phone","label":"Report a SIM change or number port you did not request (or dial *611 from a Verizon phone)","value":"+1-800-922-0204","notes":"After hours, use Chat With Us, sign in and type 'Live Agent'.","source":"https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs","last_verified":"2026-10-12"},{"id":"fraud-claim","type":"web_form","label":"File a fraud claim with Verizon","value":"https://www.verizon.com/account-security/file-a-fraud-claim","source":"https://www.verizon.com/about/account-security/overview","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.965,"sources":{"primary":55,"other":2},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 57 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Verizon wireless (postpaid), Fios and 5G Home internet. Verizon completed its acquisition of Frontier Communications on January 20, 2026; Frontier is now a wholly owned Verizon subsidiary with its own entry under internet providers. Visible and Straight Talk are separate Verizon brands with their own entries. Wireless and wireline (Fios) use different Notice of Dispute forms.","warnings":[]},"equipment_return":{"company":{"id":"verizon","name":"Verizon","sector":"wireless","website":"https://www.verizon.com","account_url":"https://secure.verizon.com/signin"},"issue":{"id":"equipment_return","name":"Equipment return"},"playbook_source":"company","summary":"Return devices within 30 days of purchase ($50 restocking fee). Return Verizon-owned home equipment within 30 days after cancellation.","evidence":["receipt","return tracking number","device IMEI or equipment serial number"],"steps":[{"do":"Start a return through My Verizon, customer service or a Verizon store within 30 days of purchase. Returning a device does not cancel service.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"do":"Mail a trade-in device within 30 days. The credit is applied after Verizon receives the device.","channel":{"id":"trade-in","type":"web_form","label":"Device trade-in (start and check status)","value":"https://www.verizon.com/trade-in/","purposes":["equipment_return"],"source":"https://www.verizon.com/trade-in/","last_verified":"2026-10-12"}},{"do":"For Fios or home internet equipment, return it within 30 days after cancellation and keep the receipt."},{"do":"If charged for returned equipment, send the tracking number and ask for removal. Then use the Notice of Dispute form.","channel":{"id":"notice-of-dispute-wireless","type":"web_form","label":"Notice of Dispute form (wireless consumer and business)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"Three-step online form, about 5-10 minutes. Needs the account owner's name, account number, phone number and billing address.","source":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","last_verified":"2026-10-12"}}],"channels":[{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer service from a Verizon phone","value":"*611","source":"https://www.verizon.com/support/pound-star-codes/","last_verified":"2026-10-12"},{"id":"general-phone","type":"phone","label":"1-800-VERIZON (general line shown on support pages)","value":"+1-800-837-4966","notes":"Verizon pages show it in the header without a stated purpose. The Notice of Dispute page tells customers to call 1-800-Verizon or chat first.","source":"https://www.verizon.com/support/network/","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Contact us and chat (My Verizon chat for account changes)","value":"https://www.verizon.com/support/contact-us/","access":"login","notes":"For cancellation, sign in to My Verizon, choose \"Chat with us\" and type \"Cancel\". The contact page blocks automated fetches.","source":"https://www.verizon.com/support/disconnect-cancel-mobile/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-wireless","type":"web_form","label":"Notice of Dispute form (wireless consumer and business)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"Three-step online form, about 5-10 minutes. Needs the account owner's name, account number, phone number and billing address.","source":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","last_verified":"2026-10-12"},{"id":"notice-of-dispute-wireline","type":"web_form","label":"Notice of Dispute form (wireline, including Fios)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireline-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","source":"https://www.verizon.com/about/nod/notice-dispute-form","last_verified":"2026-10-12"},{"id":"trade-in","type":"web_form","label":"Device trade-in (start and check status)","value":"https://www.verizon.com/trade-in/","purposes":["equipment_return"],"source":"https://www.verizon.com/trade-in/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Devices can be returned or exchanged within 30 days of purchase, in like-new condition with the original box, all components and the original receipt. Only one exchange is allowed.","issues":["equipment_return"],"source":"https://www.verizon.com/support/return-policy/","last_verified":"2026-10-12"},{"kind":"fee","claim":"A $50 restocking fee plus applicable taxes applies to any return or exchange of a wireless device (excluding Hawaii).","issues":["equipment_return"],"source":"https://www.verizon.com/support/return-policy/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Verizon's trade-in page says to mail the old device within 30 days, and applies the credit once it receives the device.","issues":["equipment_return"],"source":"https://www.verizon.com/trade-in/","last_verified":"2026-10-12"},{"kind":"fee","claim":"Verizon-owned home internet equipment must be returned within 30 days after cancellation, or an unreturned equipment fee of up to $300 per unit may apply.","issues":["equipment_return"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Verizon says to call Customer Service before disconnecting to see if you qualify for additional offers.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":2,"rung":"supervisor","note":"Verizon's arbitration FAQ says you can ask to speak to a Supervisor.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":3,"rung":"written_complaint","note":"Starts the 60-day period before arbitration. Use the wireline form for Fios.","channel":{"id":"notice-of-dispute-wireless","type":"web_form","label":"Notice of Dispute form (wireless consumer and business)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"Three-step online form, about 5-10 minutes. Needs the account owner's name, account number, phone number and billing address.","source":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","last_verified":"2026-10-12"}},{"index":4,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"If not resolved within 60 days of the notice, file with the AAA, or bring an individual small claims action."}],"known_blockers":["Cancellation and number transfers need the Account Owner (or an Account Manager for transfers), with the Account PIN or the last 4 SSN digits.","Generating a Number Transfer PIN online needs sign-in to My Verizon on a standard monthly account.","Verizon's contact page and main customer agreement page block automated fetches; the support-path agreement page works."],"security":{"official_domains":["verizon.com"],"never_asks":[{"kind":"policy","claim":"Verizon will never contact you to request any password, PIN, Social Security number or payment information.","source":"https://www.verizon.com/about/account-security/sim-swapping","last_verified":"2026-10-12"},{"kind":"policy","claim":"Verizon will never ask for personal or account information by email or text message.","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"Verizon does not send text messages that ask for credit card or payment information, or for your username, password, account PIN, Social Security number or other sensitive account or personal information.","source":"https://www.verizon.com/about/account-security/overview","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"SIM swap: a criminal moves your phone number to a SIM card or eSIM profile they control. Verizon offers free SIM Protection to lock lines against transactions that need a new SIM.","source":"https://www.verizon.com/about/account-security/sim-swapping","last_verified":"2026-10-12"},{"kind":"policy","claim":"Port-out fraud: your number is moved to another carrier without your request. Verizon offers free Number Lock, which only the Account Owner or an Account Manager can turn on or off.","source":"https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Smishing: text messages that claim to be from Verizon and contain malicious links or return phone numbers.","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts that claim to be from Verizon to 7726 (SPAM)","value":"7726","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Verizon","value":"phishing@verizon.com","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"id":"report-sim-swap-port-out","type":"phone","label":"Report a SIM change or number port you did not request (or dial *611 from a Verizon phone)","value":"+1-800-922-0204","notes":"After hours, use Chat With Us, sign in and type 'Live Agent'.","source":"https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs","last_verified":"2026-10-12"},{"id":"fraud-claim","type":"web_form","label":"File a fraud claim with Verizon","value":"https://www.verizon.com/account-security/file-a-fraud-claim","source":"https://www.verizon.com/about/account-security/overview","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.965,"sources":{"primary":55,"other":2},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 57 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Verizon wireless (postpaid), Fios and 5G Home internet. Verizon completed its acquisition of Frontier Communications on January 20, 2026; Frontier is now a wholly owned Verizon subsidiary with its own entry under internet providers. Visible and Straight Talk are separate Verizon brands with their own entries. Wireless and wireline (Fios) use different Notice of Dispute forms.","warnings":[]},"service_outage":{"company":{"id":"verizon","name":"Verizon","sector":"wireless","website":"https://www.verizon.com","account_url":"https://secure.verizon.com/signin"},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Postpay customers who lose service for more than 24 hours in a row through Verizon's fault can ask for a credit within 180 days.","evidence":["outage dates and times","location","ticket number"],"steps":[{"do":"Call customer service within 180 days. Say how long service was lost and ask for a credit for the time lost.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"do":"If refused, submit the Notice of Dispute form, then file an FCC complaint.","channel":{"id":"notice-of-dispute-wireless","type":"web_form","label":"Notice of Dispute form (wireless consumer and business)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"Three-step online form, about 5-10 minutes. Needs the account owner's name, account number, phone number and billing address.","source":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","last_verified":"2026-10-12"}}],"channels":[{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer service from a Verizon phone","value":"*611","source":"https://www.verizon.com/support/pound-star-codes/","last_verified":"2026-10-12"},{"id":"general-phone","type":"phone","label":"1-800-VERIZON (general line shown on support pages)","value":"+1-800-837-4966","notes":"Verizon pages show it in the header without a stated purpose. The Notice of Dispute page tells customers to call 1-800-Verizon or chat first.","source":"https://www.verizon.com/support/network/","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Contact us and chat (My Verizon chat for account changes)","value":"https://www.verizon.com/support/contact-us/","access":"login","notes":"For cancellation, sign in to My Verizon, choose \"Chat with us\" and type \"Cancel\". The contact page blocks automated fetches.","source":"https://www.verizon.com/support/disconnect-cancel-mobile/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-wireless","type":"web_form","label":"Notice of Dispute form (wireless consumer and business)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"Three-step online form, about 5-10 minutes. Needs the account owner's name, account number, phone number and billing address.","source":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","last_verified":"2026-10-12"},{"id":"notice-of-dispute-wireline","type":"web_form","label":"Notice of Dispute form (wireline, including Fios)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireline-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","source":"https://www.verizon.com/about/nod/notice-dispute-form","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"If you are a Postpay customer and you lose Service in your Coverage Area for more than 24 hours in a row and Verizon is at fault, call within 180 days and Verizon gives you a credit for the time lost. The agreement says these are your only rights for dropped calls or interrupted Service.","issues":["service_outage"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Verizon says to call Customer Service before disconnecting to see if you qualify for additional offers.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":2,"rung":"supervisor","note":"Verizon's arbitration FAQ says you can ask to speak to a Supervisor.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":3,"rung":"written_complaint","note":"Starts the 60-day period before arbitration. Use the wireline form for Fios.","channel":{"id":"notice-of-dispute-wireless","type":"web_form","label":"Notice of Dispute form (wireless consumer and business)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"Three-step online form, about 5-10 minutes. Needs the account owner's name, account number, phone number and billing address.","source":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","last_verified":"2026-10-12"}},{"index":4,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"If not resolved within 60 days of the notice, file with the AAA, or bring an individual small claims action."}],"known_blockers":["Cancellation and number transfers need the Account Owner (or an Account Manager for transfers), with the Account PIN or the last 4 SSN digits.","Generating a Number Transfer PIN online needs sign-in to My Verizon on a standard monthly account.","Verizon's contact page and main customer agreement page block automated fetches; the support-path agreement page works."],"security":{"official_domains":["verizon.com"],"never_asks":[{"kind":"policy","claim":"Verizon will never contact you to request any password, PIN, Social Security number or payment information.","source":"https://www.verizon.com/about/account-security/sim-swapping","last_verified":"2026-10-12"},{"kind":"policy","claim":"Verizon will never ask for personal or account information by email or text message.","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"Verizon does not send text messages that ask for credit card or payment information, or for your username, password, account PIN, Social Security number or other sensitive account or personal information.","source":"https://www.verizon.com/about/account-security/overview","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"SIM swap: a criminal moves your phone number to a SIM card or eSIM profile they control. Verizon offers free SIM Protection to lock lines against transactions that need a new SIM.","source":"https://www.verizon.com/about/account-security/sim-swapping","last_verified":"2026-10-12"},{"kind":"policy","claim":"Port-out fraud: your number is moved to another carrier without your request. Verizon offers free Number Lock, which only the Account Owner or an Account Manager can turn on or off.","source":"https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Smishing: text messages that claim to be from Verizon and contain malicious links or return phone numbers.","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts that claim to be from Verizon to 7726 (SPAM)","value":"7726","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Verizon","value":"phishing@verizon.com","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"id":"report-sim-swap-port-out","type":"phone","label":"Report a SIM change or number port you did not request (or dial *611 from a Verizon phone)","value":"+1-800-922-0204","notes":"After hours, use Chat With Us, sign in and type 'Live Agent'.","source":"https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs","last_verified":"2026-10-12"},{"id":"fraud-claim","type":"web_form","label":"File a fraud claim with Verizon","value":"https://www.verizon.com/account-security/file-a-fraud-claim","source":"https://www.verizon.com/about/account-security/overview","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.965,"sources":{"primary":55,"other":2},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 57 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Verizon wireless (postpaid), Fios and 5G Home internet. Verizon completed its acquisition of Frontier Communications on January 20, 2026; Frontier is now a wholly owned Verizon subsidiary with its own entry under internet providers. Visible and Straight Talk are separate Verizon brands with their own entries. Wireless and wireline (Fios) use different Notice of Dispute forms.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Verizon says to call Customer Service before disconnecting to see if you qualify for additional offers.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":2,"rung":"supervisor","note":"Verizon's arbitration FAQ says you can ask to speak to a Supervisor.","channel":{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"}},{"index":3,"rung":"written_complaint","note":"Starts the 60-day period before arbitration. Use the wireline form for Fios.","channel":{"id":"notice-of-dispute-wireless","type":"web_form","label":"Notice of Dispute form (wireless consumer and business)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"Three-step online form, about 5-10 minutes. Needs the account owner's name, account number, phone number and billing address.","source":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","last_verified":"2026-10-12"}},{"index":4,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"If not resolved within 60 days of the notice, file with the AAA, or bring an individual small claims action."}],"security":{"official_domains":["verizon.com"],"never_asks":[{"kind":"policy","claim":"Verizon will never contact you to request any password, PIN, Social Security number or payment information.","source":"https://www.verizon.com/about/account-security/sim-swapping","last_verified":"2026-10-12"},{"kind":"policy","claim":"Verizon will never ask for personal or account information by email or text message.","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"Verizon does not send text messages that ask for credit card or payment information, or for your username, password, account PIN, Social Security number or other sensitive account or personal information.","source":"https://www.verizon.com/about/account-security/overview","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"SIM swap: a criminal moves your phone number to a SIM card or eSIM profile they control. Verizon offers free SIM Protection to lock lines against transactions that need a new SIM.","source":"https://www.verizon.com/about/account-security/sim-swapping","last_verified":"2026-10-12"},{"kind":"policy","claim":"Port-out fraud: your number is moved to another carrier without your request. Verizon offers free Number Lock, which only the Account Owner or an Account Manager can turn on or off.","source":"https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Smishing: text messages that claim to be from Verizon and contain malicious links or return phone numbers.","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts that claim to be from Verizon to 7726 (SPAM)","value":"7726","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Verizon","value":"phishing@verizon.com","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"id":"report-sim-swap-port-out","type":"phone","label":"Report a SIM change or number port you did not request (or dial *611 from a Verizon phone)","value":"+1-800-922-0204","notes":"After hours, use Chat With Us, sign in and type 'Live Agent'.","source":"https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs","last_verified":"2026-10-12"},{"id":"fraud-claim","type":"web_form","label":"File a fraud claim with Verizon","value":"https://www.verizon.com/account-security/file-a-fraud-claim","source":"https://www.verizon.com/about/account-security/overview","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.965,"sources":{"primary":55,"other":2},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 57 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Verizon — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/verizon.md","markdown":"## In short\n\nStart with *611 or 1-800-922-0204, or My Verizon chat. If the problem is not fixed, the online Notice of Dispute starts a 60-day period, after which you can file with the AAA or in small claims court. Postpay customers must keep paying disputed charges while the dispute is open. Turn on the free Number Lock and SIM Protection; Verizon says it never contacts you to ask for a password, PIN, Social Security number or payment information.\n\n## How complaints actually go\n\n- Customer service is 1-800-922-0204 (or *611 from a Verizon phone); to cancel, sign in to My Verizon, choose \"Chat with us\" and type \"Cancel\". [Verizon port-out FAQ](https://www.verizon.com/support/port-out-faqs/) [Verizon cancel page](https://www.verizon.com/support/disconnect-cancel-mobile/)\n- Verizon's arbitration FAQ says you can ask to speak to a supervisor. [Verizon arbitration and mediation](https://www.verizon.com/support/residential/account/manage-account/security/arbitration-mediation)\n- Postpay customers must still pay all charges while a dispute is pending unless the law says otherwise. To keep arbitration or small claims rights, write to the customer service address on the bill or use the Notice of Dispute form. [Verizon Customer Agreement](https://www.verizon.com/support/customer-agreement/)\n- The wireless Notice of Dispute is an online three-step form; Fios customers use the wireline form. If the dispute is not resolved within 60 days of the notice, either side may file for AAA arbitration or bring a small claims action. [Verizon Notice of Dispute form](https://www.verizon.com/about/nod/notice-of-dispute-wireless-form) [Verizon Notice of Dispute](https://www.verizon.com/about/nod/notice-dispute-form)\n- Residential (Fios) arbitration notices also go to the Verizon Dispute Resolution Manager by email at NoticeOfDispute@verizon.com. [Verizon arbitration and mediation](https://www.verizon.com/support/residential/account/manage-account/security/arbitration-mediation)\n\n## What tends to work\n\n- Verizon's cancellation page says to call Customer Service before disconnecting to see if you qualify for additional offers. [Verizon cancel page](https://www.verizon.com/support/disconnect-cancel-mobile/)\n- If a price or terms change has a material adverse effect on you, object; if Verizon does not negate it, you can cancel the affected line within 60 days of the notice with no early termination fee. [Verizon Customer Agreement](https://www.verizon.com/support/customer-agreement/)\n- For a postpay outage of more than 24 hours in a row in your coverage area that is Verizon's fault, call within 180 days for a credit. [Verizon Customer Agreement](https://www.verizon.com/support/customer-agreement/)\n- You can cancel a line within 30 days of accepting the Customer Agreement if you return the equipment within the return period; you pay for service through that date. [Verizon Customer Agreement](https://www.verizon.com/support/customer-agreement/)\n\n## Traps and fine print\n\n- Cancellation takes effect on the last day of the billing period, and any remaining device payment balance is due in full on the final bill. Security deposits come back within 30 to 60 days minus outstanding charges. [Verizon cancel page](https://www.verizon.com/support/disconnect-cancel-mobile/)\n- Device returns are allowed within 30 days, with a $50 restocking fee plus tax (except Hawaii) and only one exchange. [Verizon return policy](https://www.verizon.com/support/return-policy/)\n- Trade-in devices must be mailed within 30 days; the credit applies only after Verizon receives the device. [Verizon trade-in](https://www.verizon.com/trade-in/)\n- Verizon-owned home internet equipment must be returned within 30 days after cancellation or an unreturned equipment fee of up to $300 per unit may apply. [Verizon Customer Agreement](https://www.verizon.com/support/customer-agreement/)\n- The late fee is the greater of up to 5 percent per month or $10 per month, where state law allows. [Verizon Customer Agreement](https://www.verizon.com/support/customer-agreement/)\n- Only the Account Owner or an Account Manager can transfer a number, and the Number Transfer PIN expires after 7 days. [Verizon port-out FAQ](https://www.verizon.com/support/port-out-faqs/)\n\n## By the numbers\n\n- ACSI 2026 (surveys April 2025 to March 2026): Verizon wireless 76 (75 in 2025); Verizon 5G Home Internet 79, the top non-fiber provider; Verizon Fios internet 75. Verizon's Straight Talk scored 80 and Total Wireless 74. [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)\n- ACSI Entertainment Study 2026 (data July 2025 to June 2026): Verizon Fios TV 79, the top subscription TV score. [ACSI press release](https://theacsi.com/news-and-resources/press-releases/2026/08/18/press-release-entertainment-study-2026/)\n\n## Scams that target customers\n\n- Verizon will never contact you to request any password, PIN, Social Security number or payment information. [Verizon: SIM swapping](https://www.verizon.com/about/account-security/sim-swapping)\n- Verizon will never ask for personal or account information by email or text message. Forward suspicious texts to 7726 (SPAM) and suspicious emails to phishing@verizon.com. [Verizon: phishing](https://www.verizon.com/about/account-security/phishing)\n- Free SIM Protection blocks transactions that need a new SIM; free Number Lock stops port-outs. If your number was moved without permission, dial *611 or call 1-800-922-0204. [Verizon: SIM swapping](https://www.verizon.com/about/account-security/sim-swapping) [Verizon: unauthorized port-outs](https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs)\n- Verizon takes fraud claims online and lists separate lines for SIM changes, port-outs and account takeover. [Verizon account security](https://www.verizon.com/about/account-security/overview)\n"},"guide":{"key":"wireless","title":"Wireless carriers — how complaints work","last_verified":"2026-10-12","file":"guides/wireless.md","page":"https://escalate.alexgaoth.com/#/guides/wireless"}}