Arbitration and Mediation FAQs

General Information

  1. What is "Access to Arbitration and Mediation"?*

    At Verizon Wireless, customer satisfaction is a priority. For that reason we encourage you to contact Customer Service if you have any issue or dispute about your account or wireless service. If we don't resolve a dispute to your satisfaction, you may arbitrate or mediate with us.

    To contact one of our representatives, click the Chat with us button at the bottom right corner of this page. You can also contact us through Live Chat.

    *This information has been prepared for the convenience of Verizon Wireless customers. It does not modify or replace any of our contracts or advertising, or any arbitration rules of the American Arbitration Association (AAA) or the Better Business Bureau (BBB). It does not constitute legal advice.

  2. What is Arbitration?

    Arbitration is an alternative dispute resolution process in which a neutral third person (one or more arbitrators) decides a dispute. Arbitration is often faster and more informal than court proceedings. Your Verizon Wireless Customer Agreement contains an arbitration clause. It says that we both have agreed that (except for certain small claims cases) any dispute or claim that arises or has arisen between us will be settled by binding arbitration before either the American Arbitration Association (AAA) or the Better Business Bureau (BBB). We have each agreed that the arbitration decision is final and enforceable in court. By agreeing to arbitration, your legal claims are not affected, only the dispute resolution process has changed. If you are covered by an earlier Customer Agreement that says something different, arbitration is still available to you.

  3. How does an Arbitration commence?

    You can commence an AAA or BBB arbitration with Verizon Wireless by contacting the AAA or BBB for the proper forms. You must then complete the forms and return them directly to the AAA or BBB. To make sure we know about any arbitration you begin, please make sure your forms include this name and address:

    Verizon Wireless HQ Dispute Resolution Manager
    One Verizon Way VC52S417
    Basking Ridge, NJ 07920-1097

    Be sure to keep a copy of everything you send to the administrator of your arbitration and to us. The AAA or BBB will assign someone to manage your case. You will be contacted with instructions for continuing the arbitration process.

    Arbitrators can often make a decision based solely on documents (which could be as simple as letters) provided by both sides. Arbitrating this way can avoid an in-person hearing that could be time-consuming and inconvenient. However, if either of us decides an in-person hearing is necessary, one can be scheduled. If everyone agrees, the hearing may even take place by telephone. If you are an individual (not a company), it is up to you whether to have a lawyer represent you in the arbitration.

    Our Customer Agreement states that for claims over $10,000, the AAA's Wireless Industry Arbitration (WIA) Rules will apply. For claims of $10,000 or less, you can choose either the AAA's Supplementary Procedures for Consumer-Related Disputes or the BBB's Rules for Binding Arbitration or an individual action in small claims court. You should read the relevant rules if you want more information about them. You can obtain rules, procedures and fee information from the AAA, the BBB or from us.

  4. Is Arbitration the only choice for resolving a dispute?

    Arbitration is not the only choice we each have for resolving our disputes. Mediation is another possibility. For claims of less than $10,000, either of us can also bring an individual action in any small claims court that has authority to hear the case.

  5. What is Mediation?

    Mediation is an alternative dispute resolution process in which a neutral third person (a mediator) aids the parties in jointly resolving their dispute. Unlike arbitration, a mediator does not decide the dispute for the parties. Instead, he or she helps the parties resolve it themselves (usually in a form that will be final and binding). Nothing said in the mediation can be used in a later arbitration or lawsuit. In addition, mediation is generally faster and always more informal than court proceedings. Our Customer Agreement contains a mediation clause that gives you an opportunity to have your dispute resolved by mediation rather than arbitration. In our mediation program, we assign someone (who may be from our company but will not be involved in your dispute) to mediate. That person will have all the rights and protections of a mediator. There is no charge to you for participating in our mediation program.

    If you complete our mediation program and the mediation does not resolve the dispute between us, we will pay certain filing fees later charged to you by the AAA or BBB for one arbitration of the dispute, as provided in your Customer Agreement. Completing the mediation program means participating in good faith in at least one telephonic mediation session.

  6. How does a Mediation commence?

    You can commence a mediation with Verizon Wireless by clicking the Chat with us button at the bottom right corner of this page to contact one of our representatives. You can also start a mediation by printing and completing a Notice of Dispute form on our website. Complete the form in its entirety and mail it to:

    Verizon Wireless HQ Dispute Resolution Manager
    One Verizon Way VC52S417
    Basking Ridge, NJ 07920-1097

    You are not required to have a lawyer represent you in the mediation, but you can have a lawyer represent you if you wish. Be sure to keep a copy of your completed Mediation Request form for your files.

    If for some reason your dispute can't be resolved by mediation and you then want to arbitrate, you will need to contact the AAA or BBB for the appropriate forms.

    *Completing the form means identifying the account(s) at issue and giving a brief description of the nature of your dispute. We also ask that you tell us when you would be available for a telephonic mediation and the contact number to be used for the mediation.

  7. What is the contact information for the American Arbitration Association and Better Business Bureau?

    American Arbitration Association - Customer Service Center
    335 Madison Avenue, 10th Floor
    New York, New York 10017-4605
    Phone: (212) 716-5870
    Fax: (212) 716-5907
    Phone Toll Free: (800) 778-7879
    AAA Website

    Better Business Bureau - Corporate Headquarters
    The Council of Better Business Bureaus
    3033 Wilson Blvd., Suite 600
    Arlington, VA  22201
    Phone: (703) 276-0100
    BBB Website