If your ongoing issues with Verizon—whether billing disputes, complex technical problems, or unresolved service complaints—have reached a dead end with Tier 1 customer service, you need to escalate to the Verizon Executive Customer Relations (ECR) Team.
The Verizon Executive Customer Relations team is a specialized, high-tier department assigned to resolve issues escalated through corporate or regulatory channels. They are trained to handle complex, long-standing, or high-dollar disputes that standard agents cannot. While there is no public phone number for this team, there are highly effective channels to get their attention.
This guide provides the necessary steps and direct contact points to ensure your complaint is routed directly to the Verizon Executive Response Team for a swift resolution.
Method 1: The Direct Email Escalation (Most Effective)
The most consistent and proven way to engage the Verizon Executive Customer Relations team is by bypassing the call center entirely and submitting a written complaint directly to the office of the CEO. These executive-level emails are automatically filtered and assigned to the ECR team for mandatory follow-up.
Direct Executive Email Channel
The email address for the current CEO, Hans Vestberg, is monitored by the Executive Customer Relations team:
- CEO Email: [email protected]
What to Include in Your Email
Your email should be professional, brief, and contain all the information necessary for the ECR team to open a case without calling you back for details.
| Section | Required Details |
| Subject Line | Clear, concise summary (e.g., “URGENT ECR: Unresolved Port-Out Failure/Billing Dispute on Account [Account Number]”). |
| Account Info | Your Full Name, Account Number, Primary Mobile Number, and a secondary contact number/email. |
| Issue Summary | A brief (1–2 paragraph) description of the core problem. |
| Escalation History | List the dates and names/IDs of at least 2–3 previous agents/supervisors you spoke with. |
| Desired Resolution | State explicitly what you expect (e.g., “I request a $150 credit and confirmation of plan correction by [Specific Date]”). |
Method 2: Filing a Formal Regulatory or Dispute Complaint
When a major company receives a complaint from a federal or state body, a specialized team—the Executive Customer Relations Team—is required to handle the response, ensuring your issue gets priority attention.
Option A: FCC Complaint (Federal Communications Commission)
Filing a complaint with the FCC is free and forces Verizon to respond officially to a regulatory body within 30 days.
- Go to the FCC Website: Navigate to the FCC Consumer Complaint Center online.
- File the Complaint: Choose the correct category (e.g., “Phone” or “Internet”) and detail your unresolved issue, making sure to mention your Verizon account number and previous failed attempts to resolve the issue.
Result: A representative from the Verizon Executive Response Team will contact you, often within 2–5 business days, specifically referencing the FCC complaint.
Option B: Notice of Dispute Form (Pre-Arbitration)
If your dispute involves a significant amount of money or requires policy exceptions, you may file a formal Notice of Dispute form as outlined in your Customer Agreement.
- Action: Download and complete the Verizon Notice of Dispute Form (available on the Verizon website).
- Purpose: This form is typically required 60 days before filing for arbitration, but submitting it often prompts a high-level review by the ECR team to prevent the dispute from advancing to a legal process.
Method 3: Escalating Via Standard Channels (First Steps)
You cannot jump straight to the ECR without first attempting resolution through the lower tiers of customer support. These steps ensure you have the necessary documentation.
- Call Primary Support: Start with the standard numbers to obtain a Case Number and record the agent’s details.
- Verizon Wireless: 1-800-922-0204 or *611 (from your Verizon phone)
- Verizon Fios: 1-800-VERIZON (1-800-837-4966)
- Request a Supervisor: If the first agent cannot resolve the issue, politely ask, “I need to speak with a supervisor or manager who has the authority to create a Case Number for this unresolved issue.”
- Insist on a Case Number: The most important step is to secure an official Case Number (often 7 digits, starting with a ‘3’). This number is the key that tags your issue for higher-level tracking, and the Verizon Executive Customer Relations team will require it to assist you.
Frequently Asked Questions (FAQ)
What types of issues should I escalate to the ECR Team?
You should reserve escalation for issues that have been attempted and failed to be resolved by standard customer service agents or supervisors. This includes:
- Billing Errors exceeding $50 or involving multiple months.
- Service Interruptions that technicians have failed to fix after multiple visits.
- Unauthorized Account Changes or fraudulent device charges.
- Contract/Promotion Disputes where agents denied a valid advertised offer.
Does the Verizon Executive Customer Relations Team have a phone number?
No. Verizon does not publish a direct, dedicated phone number for the Executive Customer Relations Team. The team primarily works through callbacks, email, and internal correspondence once a case has been filed via one of the escalation methods (CEO email, FCC complaint, or internal case creation).
What is the corporate mailing address for a formal complaint?
If you prefer to submit a complaint via certified mail, use the corporate operational headquarters address, addressed to the Executive Relations Office:
What happens after the ECR team contacts me?
Once the Verizon Executive Customer Relations team contacts you, they typically assign a single representative to your case. This individual will serve as your primary point of contact, investigate the history of your issue, and work to provide a final resolution, often with the authority to grant credits or make exceptions that standard agents cannot.
