Business ProfileforVerizon Communications

The following describes a pending government action that has been formally brought by a government agency but has not yet been resolved. We are providing a summary of the governments allegations, which have not yet been proven.

On February 11, 2019, Pennsylvania Attorney General Josh Shapiro announced a lawsuit against Verizon Communications Inc. (“Verizon”), for failing to deliver promised incentive items to consumers who enrolled in certain two-year contracts with the company.

According to the lawsuit, Verizon advertised to consumers that they would receive a free Amazon Echo and, in some cases, a free Amazon Prime subscription, for beginning or renewing specific contracts between November-January 2018. Customers were told they would receive an email with instructions on claiming the incentive items after the account with Verizon had been active for 31 days. However, that did not happen – consumers never received a hyperlink to obtain their free Echo and/or Amazon Prime membership as promised. When consumers called Verizon to inquire about the missing redemption hyperlink, Verizon told consumers they were aware of the issue and echoed that it would be addressed.

However, the Attorney General’s Bureau of Consumer Protection found that Verizon did not correct the hyperlink problems for months, and certain consumers never received their free Echo or Amazon Prime Membership. Despite this, the consumers remain enrolled in the Verizon contracts and are subject to early termination fees to get out of their 2-year contract. The Office of Attorney General found that while Verizon knew there were issues with consumers’ ability to claim their promised items, the company continued to market the offer and enroll consumers in additional 2-year agreements with promised incentives. Consumers who contacted Verizon to get help on claiming incentives were subjected to long hold times on the phone and were transferred to multiple agents, without receiving assistance. 

The complaint alleges that Verizon’s conduct constituted violations of the Pennsylvania Unfair Trade Practices and Consumer Protection Law. The lawsuit by Attorney General Shapiro’s office requests injunctive relief, restitution, civil penalties and other equitable relief as authorized by law.

Consumers who believe they have experienced issues with Verizon’s offer for a free Echo and/or Amazon Prime membership can contact the Bureau of Consumer Protection at 1-800-441-2555. 

The following describes a government action that has been resolved by either a settlement or a decision by a court or administrative agency. If the matter is being appealed, it will be noted below.

On June 5, 2024, New Jersey Attorney General Matthew J. Platkin and the Division of Consumer Affairs announced that Verizon New Jersey, Inc. finalized a settlement agreement resolving the Division’s investigation into whether the company violated New Jersey’s consumer protection laws in connection with the marketing and sale of its Fios services.

Under the terms of the settlement, Verizon agreed to pay $175,000 to the State to resolve allegations that, among other things, the company failed to honor advertised prices for service, failed to deliver promotional gifts, failed to provide promised refunds, and engaged in other unlawful business practices.

The Division opened the investigation into the Basking Ridge-based telecommunications company in response to a high volume of complaints from New Jersey consumers regarding the company’s business practices.

The State alleges that Verizon, among other practices:

-charged consumers more for services than the advertised price;
-failed to honor all cancellation requests that comply with Verizon’s cancellation policy in a timely manner;
-failed to provide refunds to New Jersey consumers who were entitled to such refunds;
-automatically renewed consumers’ contracts without the consumers’ consent;
-failed to provide consumers with advertised Verizon promotional gifts; and
-failed to clearly and conspicuously disclose the limited supply of advertised Verizon promotional gifts.

Verizon has denied the allegations. The Division reminds consumers to read contracts and disclosures before agreeing to promotional offers.