Is there a Loyalty Department ?

I have been a Verizon client, uninterrupted, for over 30 years. I have always received excellent service through phone and online support. That ended this past week, including today.

The bottom line is that I was terminating my 5G Home service, and buying a new iPhone on a long term contract. There were some issues on the account and I needed someone to go over them and fix possible errors created in their "automated" processes.

I could only get an offshore person who was difficult to understand. I tried chat and phone call, and had long waits, only to get no real support or help.

I've been a loyal, and referring, customer for decades but none of that matters. Those nice support people who do a great job are no longer available to me. When other companies have done this, they've lost [phone number removed per the Verizon Terms of Service]% of my business. Now I'm considering an alternative carrier because I can't keep spending hours on the phone to try and get issues resolved.

Is there a direct number for a Loyalty department, U.S. based, for Verizon, or has that disappeared also?

Thanks.

Accepted answers

VZ_jenn

Hi calendar224,

Thank you for your 15+ years with Verizon! As the Community undergoes backend platform updates, we recommend reaching out to one of our official support channels for any account-specific assistance listed below. Our teams are ready to support you.

Instagram: Instagram.com/Verizon (Pre-paid excluded)
Facebook: Facebook.com/verizon
X (Twitter): x.com/verizonsupport

All comments

Mdelano

These big companies don’t value customer loyalty. For example: I was a AAA member for 1/2 century. I joined the auto club when I was 19 years old….i am 69 years old. I thought I might receive an appreciative letter, a lapel pin or a free/discounted membership. Nothing. I elected not to renew for a. 51st year.

Verizon_Support

Hello, GrampaTim46. Help is here. Your many years of business mean the world to us. Please share more info. What issues are you experiencing on the account? Is there a reason you want to cancel the Verizon Home Internet?

-Natasha

Ghillie61441

I’ve been a VZW customer for over 25 years. As long as Verizon has been a carrier actually. I have had numerous devices over the years for my family and referred numerous clients to Verizon for service. In Nov I upgraded my IPhone via the Verizon Rep at Best Buy and was under the impression I would receive instructions via email on the return process for my trade in. I realized yesterday that I still had the old phone on my desk and had not received any information so attempted to call Verizon and also made an appt in the local Store where the manager told me I had missed the 30 day window by 7 days so Verizon will not honor my trade in promo. Is this really how Verizon treats their loyal customers?

cgualtie

I have been a lifelong Verizon customer. My father in law was a ny telephone/verizon repair man for nearly 40 years. I’m now looking for the cancellation department after having spent the past 3 months trying to get Verizon to correct a serious and, I think, fraudulent situation. I purchased a new phone at a Verizon company store. The sale was for a new phone at a cost of $1200 spread out over 3 years. When the store clerk entered the sale, the computer mistakenly charged my credit card the full amount of over $1200. I’ve worked with the store, the store manager, as well as numerous Verizon wireless agents and supervisors over the phone. I even had my credit card company investigation and reverse the charge. Every Verizon employee has told me that they’ve fixed the problem, and the charge would convert to a monthly fee in 3-5 days….but that never happens. Even after the credit card company reversed the charge, Verizon just added the full $1200 charge to my monthly bill ( which is set up to auto pay from my checking account). So now I will move to ATT or consumer cellular. Then I plan to have the state attorney general look into this as a fraudulent business practice. Am I missing something? Seems like they should be able to fix the mistake they made instead of making the customer pay for their mistake.

Verizon_Support

Hey there cgualtie. We appreciate your loyalty and don't want to see you go. We will send you a private message so we can work on a resolution together.

-Toni

Happyme69

I have been trying to resolve an issue and was on the phone from Oct 28,2025 3:31 pm to 6:30 pm. Unfortunately, I was disconnected three times during that period. I would like to speak with someone from the Customer Retention or Loyalty department, preferably a manager. I cannot believe how Verizon customer service has gone down over the year I have been with them since they where Bell of Mobile!

Blake460

Unfortunately you likely won’t hear back and if you do it will be a private message so that Verizon doesn’t have the comments come public. I have had multiple issues that would be resolved in 24 hours. It’s been 2 weeks, 3 phone calls, multiple daily support case text threads, chat, etc to the tune of 20 hours with barely any movement. I then foolishly fall for the it will reflect in 24 hours or 3-5 days to end the chat and still nothing. I’m sorry to say this is the norm with Verizon and I’ve had a line with them for 20 years.

Verizon_Support

Hey there! We sent a private message in order to assist and gather more details. We definitely want to make sure that your issue gets properly addressed. We'll be sending another private message shortly.

-Necia

Verizon_Support

Hi there! We know how frustrating broken promises can be. I would like to take a closer look at this and repair any issues on the account. I have sent you a private message to get started.

-Nikki

Blake460

I have already taken it to the executive team to review and an investigation has been launched.

calendar224

I have need to speak with a customer loyalty representative. I'm retired military & have been Verizon for 15+ years and have had 4 lines for much of that.

When we purchased our home five years ago, Verizon provided us with an LTE extender because of our horrible reception. (We have to go outside to receive/make calls) The extender just died & the company expects me to pay for the replacement. I now Pastor a small Lutheran Church & don't have excess funds.

I would appreciate a no-cost replacement for the extender or we may need to part ways with the company who has always taken care of my family. ☹️

VZ_jenn

Hi calendar224,

Instagram: Instagram.com/Verizon (Pre-paid excluded)
Facebook: Facebook.com/verizon
X (Twitter): x.com/verizonsupport