Has anyone experienced being charged by Verizon for a phone that was returned after an upgrade? We upgraded my boyfriend's Samsung 7 in May 2017 for the Samsung 8 through the online upgrade option as it said he was eligible due to paying 50% of his Edge agreement. All of the documentation indicates this was an upgrade; however we were not sent the return box that is typically sent with an upgrade. When my boyfriend activated his new Samsung 8, it created a new phone number. I contacted Verizon to figure out what happened. Customer Service 'fixed' the situation, saying it was some online glitch or something that occurred when we upgraded online, so they connected the Samsung 8 to his current phone number, and said they would send the box for us to return the Samsung 7. We received the box in June, and we returned the Samsung 7, with Verizon receiving it on June 19th (USPS tracking # <<removed>>). Since then, we have continued to be billed for a phone we do not have. I’ve called Customer Service numerous times. I’ve been told that they see it was an upgrade, acknowledged that they did in fact receive the Samsung 7 at their Warehouse, and a support ticket has been placed. They say I should receive a call or email from Verizon within 3-4 days, and they’re certain this will solve the issue. I have not once received a call, or email from Verizon Support after the customer service calls. Since June 2017, I’ve been charged $27.99 for a phone that we do not have. How is this not fraudulent? The device agreement for the Samsung 7 is almost paid off by now. I don’t know how to get this fixed. Any guidance would be helpful.
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