Strict Verizon policy leaves customers waiting longer in stores
Key takeaways
- The requirement comes as the carrier has been rolling out major operational changes in recent months as its new CEO, Dan Schulman, works to reverse years of customer losses.
- The company has lost 2.25 million postpaid phone customers over the past three years.
- By May, Verizon conducted another round of layoffs, this time impacting hundreds of employees at its headquarters in New Jersey, according to a Business Insider report.
Strict Verizon policy leaves customers waiting longer in stores Patricia Battle Wed, June 3, 2026 at 11:17 PM GMT+7 5 min read VZ Verizon is quietly enforcing a strict policy that employees claim is causing customers to experience long lines in stores. The requirement comes as the carrier has been rolling out major operational changes in recent months as its new CEO, Dan Schulman, works to reverse years of customer losses.
Shortly after Schulman became Verizon's CEO in October 2025, he said during an earnings call that he plans to “aggressively transform” the company, further stating that recent price hikes and friction in the customer experience have been pushing customers away.
The company has lost 2.25 million postpaid phone customers over the past three years.