Verizon is quietly enforcing a strict policy that employees say is causing customers to experience long lines at stores. The requirement comes as the airline has been implementing major operational changes in recent months as its new CEO, Dan Schulman, works to reverse years of customer losses.
Shortly after Schulman became CEO of Verizon in October 2025, he said during an earnings call that he plans to “aggressively transform” the company, further stating that recent price increases and friction in the customer experience have been driving customers away.
The company has lost 2.25 million postpaid phone customers in the last three years.
Schulman laid off 13,000 employees in November to “streamline” the company’s operations, create “new value” for customers and “build a faster, stronger and more proactive Verizon,” according to an internal memo sent to workers.
In May, Verizon carried out another round of layoffs, this time affecting hundreds of employees at its headquarters in New Jersey, according to a report from Business Insider.
Verizon policy creates tension in stores
Amid this transformation, Verizon employees are taking to the social media platform Reddit to claim that the company is doubling down on its strict store policy to boost sales; however, it is supposedly causing friction.
In a recent Reddit post, a Verizon employee stated that all workers must offer each new product to the customers they help in stores “without regard to the customer’s circumstances or needs.”
They claim this is why “the waits are so long” in stores, and sometimes it takes a customer more than two hours to speak to an employee.
“We are required to critique every element of every quote or receive a write-up,” the Verizon employee wrote in the post. “If a customer came to cancel service in-store, we would have to offer each of the following: a new line, a tablet or watch, home internet, 4 benefits, insurance for everything, all high priority upgrades on the account offered, and home device protection with each customer.”
Related: Verizon CEO doubles down on eliminating free offers for customers
The employee also said they “must communicate with managers between quotes to obtain approval and ensure each item is offered.” A manager will get involved if employees don’t close most sales items.
Employees are also required to pressure customers to purchase new products for their companies or employers.
“We have to ask you three different ways if you are a business owner or if we can convince your employers to transfer your phone bill,” the employee wrote. “And every customer is sent an opportunity as a callback, whether they buy or not. Managers have to upload forms for every employee transaction to make sure they’re micromanaging their sales floor.”
Additionally, the employee alleged that Verizon recently increased sales expectations and reduced commissions.
“My sales goal for November and December (the busiest time of the year) was the same as my goal in February, plus they screwed up our commission plan, so now we make half the money for twice the work,” the employee wrote.
The employee said Schulman “has managed to ruin the company and kill morale, all at the expense of appeasing shareholders.”
Verizon is quietly enforcing a policy in stores that is causing frustration. Shutterstock/Brandon Klein
Verizon employees and customers weigh in on in-store experiences
In response to the post, some Verizon employees said they are having the same work experience at their stores.
“I am currently an employee and I am leaving,” one employee wrote in the comments section. “This top comment is a 100% accurate representation of what happens in the stores… They micromanage everything to the point where every few days you get interrogated in an office.”
More Verizon news:
Some Verizon customers even took to the comments section to report experiencing these aggressive sales tactics from representatives when visiting stores for service.
“I recently went to a store to upgrade my phone. They offered me all of that and I said no. They came back with a quote that added a new line and 2 phones, one upgrade for me and the same for the new line I didn’t order. Added $136.00 per month,” said one Verizon customer.
“I was offered all of those things when I just walked in to buy an iPhone,” another customer wrote.
Verizon struggles to beat rivals in consumer satisfaction
Verizon’s move comes after Schulman said during an internal meeting with employees in December that the company’s customer satisfaction scores “are worse than our competitors,” in part because employees lack the “financial flexibility” to get things done.
A JD Power survey in January found that Verizon’s consumer satisfaction scores for postpaid phone plans lag those of mobile virtual network operators (MVNOs), as more consumers prioritize seamless interactions with their carrier over network quality.
“Attracting customers with network quality and pricing is just the first step,” Carl Lepper, senior director of technology, media and telecommunications at JD Power, said in a statement. “True loyalty comes from how easy it is for customers to work with a supplier once they are in the system, especially when it comes to resolving issues, managing invoices and getting answers quickly.”
How Verizon Ranks on Consumer Satisfaction with Postpaid Phone Plans:
Postpaid customers gave traditional U.S. wireless providers an average rating of 603 on a scale of 1,000 points.
Among the 3 large national operators, T-Mobile highest ranked with a 631 score, while Verizon earned a score of 593 and AT&T received 587.
OMV performed better overallaveraging 630 points in consumer satisfaction for postpaid phone plans.
Consumer Cellular topped the MVNO category with a score of 721followed by Google Fi Wireless in 685. Spectrum Mobile rounded out the group in 614. Source: JD Power
Despite falling behind its major competitors in consumer satisfaction, Verizon’s recent turnaround efforts appear to be yielding positive results.
In the first quarter of 2026, Verizon welcomed 55,000 new postpaid phone customers, according to its latest earnings report.
Despite this growth, Verizon continues to experience increased customer losses. Its postpaid wireless retail churn, the number of smartphone customers who canceled service, reached 0.97% during the quarter, an increase of 2 basis points year over year.
“Wireless customer churn remains high, reflecting the tough competitive environment, but Verizon is doing a much better job attracting new customers than it was a year ago,” Morningstar analyst Michael Hodel wrote in an April note.
Related: Verizon Adds Generous Deals for Customers After Price Increase
This story was originally published by TheStreet on June 3, 2026, where it first appeared in the Retail section. Add TheStreet as a preferred source by clicking here.
