Verizon Arbitration FAQ: What You Need to Know
When a Verizon Wireless account is compromised—especially through a SIM-swap attack—criminals can gain control of text messages, reset credentials, and drain financial accounts, including cryptocurrency wallets. Verizon’s Customer Agreement requires most disputes to be resolved through individual arbitration rather than litigation in court.
This FAQ explains how the arbitration process works and what customers should know before pursuing a claim.
1) If my Verizon Wireless account was compromised and I suffered losses, what is the process for pursuing a claim?
If unauthorized access to your Verizon Wireless line led to financial loss—including stolen cryptocurrency—your claim will generally proceed through individual arbitration under Verizon’s Customer Agreement.
Verizon explains:
“YOU AND VERIZON BOTH AGREE TO RESOLVE DISPUTES ONLY BY ARBITRATION OR IN SMALL CLAIMS COURT […]”
You cannot bring your claim before a jury, and court litigation is not allowed except in limited small-claims situations.
Before filing arbitration, Verizon requires that you submit a written Notice of Dispute and allow Verizon up to 60 days to attempt informal resolution. If the issue is not resolved, you may then file your arbitration demand.
2) Can I seek compensation from Verizon if a SIM-swap led to crypto or financial losses?
Potentially, yes. SIM-swap incidents can allow criminals to gain control of mobile accounts, reset credentials, access digital wallets, and steal crypto assets.
The arbitration clause applies broadly to:
“[…] any dispute that in any way relates to or arises out of this Agreement […] including any equipment, products and services you receive from us […] [and] alleged […] invasion of privacy […]”
Because SIM-swaps often involve privacy breaches, identity theft, and unauthorized access, they fall within Verizon’s arbitration process. An arbitrator has authority to award damages and other relief.
3) What steps are required before I can file arbitration with Verizon Wireless?
Verizon requires completion of a mandatory informal dispute-resolution process.
According to the Customer Agreement:
“the party seeking arbitration must first notify the other party of the dispute in writing at least 60 days in advance […]”
This Notice must contain enough information for Verizon to evaluate the claim. If Verizon and the customer cannot resolve the dispute within 60 days, then arbitration may proceed.
Failure to follow this process can delay or prevent arbitration from going forward.
4) How do I properly submit Verizon’s Notice of Dispute form?
Verizon requires use of its online Notice of Dispute form.
Notice must be submitted on an individual basis, not as part of a group. If you are represented by an attorney, you must indicate representation and authorize Verizon to speak with counsel about the account.
Our firm assists clients in preparing complete Notices of Dispute.
5) What details and documents should I provide in my Notice of Dispute to Verizon?
Your Notice must include:
“[…] the name of the Verizon wireless account holder, the mobile telephone number at issue, a description of the claim, the specific facts supporting the claim, the damages the party claims to have suffered and the relief the party is seeking.”
Supporting materials can include:
- Account screenshots
- Carrier logs
- Police reports
- Crypto-transaction records
- Identity-theft or fraud reports
6) How long after submitting a Notice of Dispute do I need to wait before filing arbitration?
You must wait 60 days after Verizon receives the Notice of Dispute.
Per Verizon:
“If either party has provided this information and the parties are unable to resolve their dispute within 60 days, either party may then proceed to file a claim for arbitration.”
This 60-day period is mandatory.
7) What is the correct legal entity name to list when filing an arbitration demand against Verizon?
Arbitration demands must name the correct Verizon legal entity:
Cellco Partnership d/b/a Verizon Wireless
Using incorrect entity information can delay or impair the claim.
8) How do I begin arbitration if Verizon does not resolve my claim?
After waiting the required 60 days following Notice submission, you may file arbitration against Cellco Partnership d/b/a Verizon Wireless.
Arbitration is initiated by filing with the American Arbitration Association (AAA) in accordance with the AAA Consumer Arbitration Rules. Your filing should include:
- A description of the claim
- Damages sought
- Supporting documents
Our firm handles AAA filings for clients.
9) Which organization administers arbitration for Verizon Wireless disputes?
Verizon uses the American Arbitration Association (AAA).
“ANY DISPUTE WILL BE RESOLVED BY […] NEUTRAL ARBITRATORS BEFORE THE AMERICAN ARBITRATION ASSOCIATION (‘AAA’).”
If AAA cannot or does not administer the arbitration, the Customer Agreement provides a backup process to select another arbitral forum, including possible appointment by a court.
AAA rules are available at www.adr.org.
10) Where will my arbitration hearing take place, and can it be remote?
Unless the parties agree otherwise, the hearing typically takes place in the county where your billing address is located.
“[…] the arbitration will take place in the county of your billing address […]”
Remote hearings (telephone or video) are available in certain circumstances, particularly for smaller claims.
11) Is my case decided through documents only, or will there be a hearing?
For claims under $25,000, customers can choose the process:
“[…] you can choose whether you’d like the arbitration carried out based only on documents… or by a hearing in person or by phone.”
Larger or more complex claims typically involve a hearing.
12) Do I have to pay filing or arbitration fees, or does Verizon cover them?
Verizon pays virtually all arbitration-related fees.
Per the Customer Agreement:
“Verizon will reimburse any filing fee that the AAA charges you […] Verizon will also pay any administrative and arbitrator fees […]”
This makes arbitration relatively low-cost for consumers.
13) If I win, can I recover attorney’s fees?
Possibly. Verizon states:
“If the law allows for an award of attorneys’ fees, an arbitrator can award them too.”
Arbitrators can also award damages and other relief available under applicable law.
14) Do I need a lawyer to file arbitration against Verizon Wireless?
You are not required to have a lawyer, but having counsel is recommended.
These cases often involve:
- Complex fact patterns
- Blockchain transaction tracing
- Carrier record analysis
- Privacy and identity-theft issues
Experienced counsel improves your ability to present a complete claim and recover losses.
Our firm handles Verizon SIM-swap arbitration matters nationwide.
15) How long does a Verizon Wireless arbitration typically take?
Timeframes vary, but Verizon states that arbitrators should resolve claims:
“[…] within 120 days of appointment or as swiftly as possible thereafter[…]”
With the informal process, filing, discovery, and hearing, most matters take several months to about a year.
Contact Us
When a Verizon SIM-swap leads to unauthorized access and loss of cryptocurrency, timely and strategic action is critical.
With over six years of experience and a record of handling more than 100 consumer arbitration cases, our firm has pursued claims against major cryptocurrency exchanges as well as leading phone carriers such as Verizon, T-Mobile, and AT&T.
Our attorneys are experienced in navigating proceedings before AAA, JAMS, and NAM, and understand the procedural and strategic nuances that can make or break a case. We also represent victims whose assets were stolen not only from regulated exchanges but also from self-custody wallets like MetaMask and other decentralized platforms.
Reach out to us today to discuss your case and legal options: (212) 457 9797 | info@dilendorf.com.
Attorney Advertising. Prior results do not guarantee a similar outcome. This information is provided for educational purposes and is not legal advice.
