--- company: verizon title: Verizon — how complaints actually go last_verified: 2026-10-12 --- ## In short Start 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. ## How complaints actually go - 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/) - 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) - 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/) - 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) - 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) ## What tends to work - 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/) - 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/) - 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/) - 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/) ## Traps and fine print - 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/) - 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/) - 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/) - 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/) - 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/) - 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/) ## By the numbers - 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) - 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/) ## Scams that target customers - 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) - 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) - 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) - 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)