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Arbitration FAQs

General Information

  1. What are my options for resolving a dispute?

    Arbitration is not the only choice we each have for resolving our disputes. You may also contact Customer Service and ask to speak to a Supervisor. If this does not resolve your dispute and you wish to pursue Arbitration, you must first notify Verizon of the dispute in writing at least 30 days in advance of initiating an arbitration. You can do this by printing and completing a Notice of Dispute (PDF) form on our website. Complete the form in its entirety and mail it to:

    Verizon Wireless HQ Dispute Resolution Manager
    One Verizon Way 54S092C
    Basking Ridge, NJ 07920-1097

    If we are unable to resolve your dispute within 30 days, you can commence an American Aribration Association ("AAA") or Better Business Bureau National Programs ("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 with a courtesy copy to VZW at the above address.

    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.

    *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 AAA or the 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 AAA or the 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?

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

    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 Consumer Arbitration Rules will apply. For claims of $10,000 or less, you can choose either the AAA's Consumer Arbitration Rules 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. 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 National Programs
    3033 Wilson Blvd., Suite 600
    Arlington, VA  22201
    Phone: (703) 276-0100
    BBB Website