ComplaintsforOn Communication Consulting

• Initial Complaint

  11/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  my grandson's ****** pixel 8 iphone broke. i have Asurion cell phone insurance through Verizon. I paid the replacement fee to ******* and they sent me a refurbished phone replacement. After several hours on the phone with Verizon techs and visiting the local Verizon store, it was determined the replacement phone was defective. I returned it to ******* and received return verification notice. On 8/9/2024 Verizon sent me another NEW ****** pixel phone with a box and a return label to return my grandson's broken ****** pixel 8 and that same day within 2 hours, I packaged and returned the broken phone. It was returned at the *** local provider Postal Annex, tracking number 1ZF7451V0602117137 package ********. tracking information shows *** delivered it on 8/13/24 at 9:44 am at the dock at ************************* *******************************************. After 5 calls I am still being charged for an unreturned phone. They refuse to remove the $999 bill.

  Business response

  11/05/2024

  This complaint has nothing to do with On Communications. We no longer have Verizon stores and do not deal with consumers; we are business only. This lady had a bad experience with some Verizon store, and we must be the only Verizon tagged entity on Phoenix BBB. 

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Verizon swindled me into getting an ****** expensive cell service plan that had more dead zones than a cemetery. I switched services and due to me switching services they decided to attempt to charge me a bogus $900 **** entirely for switching. I refuse this bogus charge and they refuse to drop it.

  Business response

  06/20/2022

  This gentleman is not our client, we are not Verizon retailer. We have no exposure to Verizon consumer at all. His complaint should be directed to Verizon corporate or the retailer he purchased the device. 

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had contacted Verizon on 03/25/2022 to get more information on switching to their network. The sales rep I spoke to was able to confirm a Switch Promo at the time along with trade-in credits for the previous devices from another network. I was quoted under $200 for all lines minus the internet (at the moment I have ended up with 2 bills over $300 with an estimate of around $240 next month). The initial order that was placed was cancelled by the store due to sim cards not being required for our watches. By cancelling the initial order, temp phone numbers were provided. I went to the store to pick up our devices, and they were not ready due to a fraud flag on the account due to the 2 orders being placed. I was in the store about 4 hours before the fraud flag was released. I was on the phone trying to port the old numbers from the previous network till almost midnight. Verizon was only able to port 1 number for reasons I do not know. The other numbers were ported over on 03/28/2022, causing even more issues trying to connect the watches properly (1 watch still not connected properly). I traded in the 3 iPhones on 03/29/2022 and on 04/01/2022, 2 out of 3 iPhones were received by the warehouse. Called over and over again for weeks to finally finding the right rep at Verizon to correct the issue (they located all 3 iPhones with the **** numbers). The credits were finally applied to the phone lines after locating the devices. I also qualified for **** cards for switching. I have received 2 out of 3 with the 3rd one still pending to this day (not understanding the disconnect here because it was submitted the same day). Overall the process of switching to Verizon has been a nightmare, I have been lied to by numerous reps. I have been provided excellent service by a few Verizon reps, but not many. The reason for this complaint is to raise awareness to Verizon and in hopes of providing a coaching opportunity to the reps. *** to speak to Customer Advocacy with **********************.

  Business response

  04/28/2022

  This person is a customer of ********************** direct, we are no longer retail and have not engaged in this business for 2 years. 

  Customer response

  04/28/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  03/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered 5G internet for my home. A mistake was made and 2 was ordered. One is my husbands name and one in my name. We never received the one in my husbands name. They put a stop to that order. We received the order in my name and I tried for 4 or 5 days with mutiple calls to them to activate it. It never would connect. Everytime I would ask where to send the box back they would transfer me to the next person. I need to send this box back because I'm sure they are charging me for it even though it has never been hooked up.

  Business response

  03/15/2022

  This is not our customer, we only engage in Business to Business, we have had  no consumer business since December 2020. 

  Customer response

  03/15/2022

   
  Verizon does do internet service. You can just ****** them to see that. How did I get a Verizon box? How did I talk to Verizon customer service for 5 days straight.

  Business response

  03/20/2022

  Again, we are not Verizon but an independent contractor, who sells only to business, we do not have an agreement to deal with consumers. This person is a customer of ********************** and not our customer  , call ********************** direct ***** Verizon  Tell us why here...

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased two cell phones from Verizon in April 2021 and traded in two phones via mail. They state they only received one phone. I called around August/September 2021 about not receiving the credit on my account for the one phone (the other phone has been credited). They said at that time they would credit me on the account for the 2nd phone. It is now February 2022 and have yet to receive the credit. I called today 2/2/22 and spoke to two different people. The first person I spoke to said they won't do anything without a tracking number (which I do not have). I asked to speak to a supervisor. When transferred to the supervisor (Maze) he reiterated the need for the tracking number (which I do not have). He told me that I would have to call the company to get the tracking number. He wouldn't tell me which company handles returns ***** Fed Ex, etc). While the first representative seemed sensitive to my concerns, the 2nd person (Maze) was not. He was rude and kept cutting me off saying "He knows the process better than me).

  Business response

  02/23/2022

  This is a Verizon direct client, not our customer. We have not been engaged with ********************** Consumer business  since 12/31/20 . Thanks *********************** ************

  Customer response

  02/23/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/28, one sales agent placed orders for our wireless service, which caused bunch of issues in the next week. Issues are friends were not under the same plan but separate accounts; wrong info causing no successful port transfer; assigned my account to other member without notifying me and then I dont have access. I spent almost 5 hours every day on call with Verizon to try to solve above issues, but still some are not resolved, and it seems that I still need to continue calling again and again. Apart from this, that agent seems put my and my partners numbers in black list, which is really annoying. Please investigate the whole issue, please give me an answer and please solve this. Im done calling and waiting and repeating it again and again. Super frustrated.

  Business response

  12/17/2021

   To whom it may concern:   Just spoke to Zeyu, she is not our customer. Her order was placed through ********************** direct, we do not handle consumer business.  Thanks ***********************

  Customer response

  12/17/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business, it turns out that I put the wrong business information for this complaint. It should be the complaint for Verizon Wireless Sales team, cuz I placed the order and did all the stuff via phone, not in store. Can you please help me to check which institution I should put for this complaint?
  
  Regards,
  
  ***************
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩