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Charges for Returned Devices

Verizon wireless has been charging me every month for devices that have been returned to them. They have acknowledged the return and are STILL charging me every month. I speak to representatives that say the account will be credited and the charges stopped. Still being charge!

Comments

Can anyone help with this? I did file a complaint with the BBB today as well.

Verizon_Support

Oh, no! We would be more than happy to help you here. Please follow and DM us so we can help.

*Cassandra

Hi Cassandra, I need help. I need to talk to a district manager about my problems that I've had since July the 4th. I have talked to numerous people and they were not able to help me or they kept on saying was. We'll send you a new phone. Will send you a new phone and now my bill is almost $3,000 and I don't know how I need to speak to someone immediately

Verizon_Support

Hello, Nana5910, we can help with your billing concern. So we can best assist, we will be reaching out via Private Message.

-Lauren

The exact same thing is happening to me. I returned the device and they received it. They told me I would get a credit each month and I just realized they’ve still been charging me every month.

Same issue. I’ve called Verizon 7 times and every time I’ve been assured I’d be promptly refunded. As of now, 2 months since my order was canceled, nothing. I recently filed a dispute with my bank to challenge the charges. Going to be moving to AT&T after this fiasco is settled. I’m done with Verizon.

Verizon_Support

Hello, Tneals44, we can help you with your trade-in credits. So we can best assist, we will be reaching out via Private Message.

-Lauren

I am having the same issue as well. They told me in January that they received the returned phone back and suggested I wait for the bill I will receive in February to see update. The updated bill still charged me the same. I also check the expected upcoming bill and it shows that I will be charged again. I need help. I cannot pay this extra money at this time.

Verizon_Support

Hi c50s4, thank you for reaching out for assistance with your device charges. As we will need to work within your account we'll be sending a Private Message.

-Melissa

I am experiencing a recurring issue. Despite returning the phone in early December and receiving acknowledgment of its receipt, I continue to be charged for it every month. I have reached out to the company's representatives three or four times, and although they have removed the charges from my account, I still see them. Would it be advisable for me to contact the Better Business Bureau for further assistance?

I see that many people are still being charged for returned phones. How was this issue corrected?

Verizon_Support

Frankc4, we're terribly sorry to hear that you've been billed for a device that you already returned. We'd love to take a closer look, and help find out what's going on. To best assist, we'll be sending a Private Message.

~Izzy

I thought I had this issue resolved after the fifth phone call to Verizon support. They informed me that they had figured out the issue and would take care of it. However, I have not received any contact from them as promised, and my latest bill shows that the issue is still not resolved. Verizon Msg: Ticket ***** has been created!

Same problem here. Spoke to Verizon 4 times and still no resolution

Yeah….no. I am currently going through the same problem. I have tracking info that verifies that the phone was delivered a month ago but low and behold I am getting billed this month for it.

Verizon_Support

We are here to help. We sent a Private Message to assist you.

~Geo

Verizon_Support

We're here to help. Let us know if you need assistance. ~Peter

It's already July, and I'm still dealing with the issue of the phone that was returned back in December. I've spent around seven hours on phone calls and chats with Verizon, and while everyone has been very helpful, the problem remains unresolved. Can anyone help???

I am having this same issue. Being charged $2,000 for phones that I returned. I spoke with a Verizon representative who assured me that they themselves would call me back today at 4:30 to confirm the issue has been resolved. Here it is, 45 minutes after they were to call men - crickets. Very frustrating to have the acknowledgements that Verizon received the returned phones. Sounds like a company issue.

I have a similar problem. Returned a phone, it was delivered ups, tracking shows it’s delivered. Hours on the phone with customer service, hours in the Verizon store, emails from Verizon saying it is resolved, yet Verizon has plowed ahead and charged me for the phone.

I'm still being charged for a phone I returned, so I decided to file a complaint with the Better Business Bureau. The process was easier than I expected and very self-explanatory. I'm hopeful that this will help make some progress, as the phone calls and chats didn't lead to any results.

Verizon_Support

We understand the importance of receiving the credit you expect for your returned device. We will be glad to clarify all your concerns. We sent a Private Message to assist you.

~Geo

Verizon_Support

TSmith29, we're sorry the issues you have encountered. We will send you a private message to further assist.

~Ivone

After filing my complaint with the Better Business Bureau, I received a call from the Verizon executive team. They straightened out the returned phone issue, and I received a credit on my bill.

Verizon_Support

Emarwe, the last thing we want is for you to be billed for a device that you returned. We would be happy to take a closer look at your account, and help find a solution. To best assist, we'll be sending a Private Message.

~Izzy

I'm very concerned now! I just started going thru the same thing. Looks like I shouldn't get me hopes up! They also told me I shouldn't be worried to keep my autopay on! No sir! SHUT IT OFF. I WILL ONLY be paying my regular bill.

Also, if this many of us are going thru the same thing. Looks like a problem on their end. Wowzers. So much for customer service.

Verizon_Support

Hey there, Susiequesme74, we want to help ensure that your charges are correct. Are you running into an issue with the billing on your account? If so, have you been able to get help to resolve the issue?

-Lauren

They did the same thing to me. The actually received my product back in the 14th, by the 19th it was inspected, processed and approved, my account was credited, then a week later they said I never returned the device, so I Called spoke to supervisor who said they would issue credit. They never did. But they kept my device. This is clearly intentional. I am going to contact consumer fraud division I my county this weekend.

Same but for me they are now telling me, almost 10 months after returning the phone, that it was damaged. I know for fact if it was it was during transit. And if it was why am I just finding out about it now? Its a lie and I am DONE WITH VERIZON!

I have the same issue, can you please assist me?

Verizon_Support

Hey there, Kaiwash, thanks for bringing this to our attention! We don't want you to be charged for a device that is not in your possession. So we can better assist, we will be reaching out via Private Message.

-Lauren

I returned my box and cancelled home internet. It shows it wasn’t returned. I called and provided the tracking # and they said yes it was received,

give us 3-5 days. It’s been a month so I call back because I was charged the 200 for not returning. Same story yes it shows received but we have to open box.

are you kidding me? In the meantime I am being charged $ 200?

Frustrated!

the device was received on 10/10 and it’s 11/7

and I still was charged 200

Verizon_Support

Oh no Jo181! We don't want your to be charged for something received. Let's work together ti investigate and find a solution. Please reply to the following private message so we can discuss account details.

-Deb

I have tried to reply and it just keeps kicking me out. I have provided the tracking number

Verizon_Support

Hello Jo181. We're sorry for the issues you're encountering with the returned device. We will be sending you a private message.

~Ivone

BarneyisaDinoSORE

I'm crying tears of joy, almost, to know I am not alone in this honestly scary and infuriating situation. I have lost over 15 hours to this issue in 2 months. 4 separate MASSIVE chats with their team, each over 4 hours... Every time it ends with them taking full responsibility for the accidental re-charge of the phone i returned the day after it arrived (still in the box, unopened) because we had submitted a cancel request 1 hour after ordering it.

That was back in October, it's now December. The 729.99 charge continues to hang on our account after it appear 2 bills ago, despite the return having been received at their dock (via tracking).

In that time, I have had to repeat the long story over and over, defending it each time, until they promised the charge would go away in a few days or whatever..

yet it never has, never will. Each time I reach back out with the chat id of previous conversation, they start over and "cant find it." I looked in support request, they literally have deleted (not just closed) a few of my recent request tickets which means the history of these chats keeps disappearing and cant even be referred to so im going to have to restart this process AGAIN soon.

when it is resolved, im going to make sure they give me a massive discount for the time lost...

BarneyisaDinoSORE

It's terrifying that this issue is not resolved, they are beyond incompetent. I'm going through this now too. It's' always the exact same story , it appears. People contact, have long conversations, are assured it is fixed, then their team does not fix it and it repeats again.

Verizon_Support

This is not the stress you need this Holiday season BarneyisaDinoSORE! Do you have time to share details on the ticket(s) and return tracking of your phone. Let's put a fresh set of eyes on this dilemma, if you can spare some time. Please reply to the private message that will follow to discuss account details.

-Deb

BarneyisaDinoSORE

There is no return tracking, the phone was returned. It would be abnormal to hold onto the tracking number for a return once you've received an official e-mail assuring you the device has been received / assessed and refunded.

As I've explained to every chat person, nobody reasonably stores old tracking numbers after the order has been completed in a satisfactory manner.

I've also mentioned many times it is absolute nonsense that a return label is created in verizon's system and yet Verizon cannot somehow see the tracking for the label they created? Tracking is created when a label is created. How do you not have a database for return label I printed 2 months ago? How is there no way on Verizon's system for me to revisit my recent returns in the return center? I can see the return listed there, but no way to reprint or reopen a label which would have the tracking with it?

I am concerned about this, been seeing a lot of people with the same problem. I just cancelled an upgraded phone and was tol that I just need to return it when it arrives. Now I see that I am likely going to get charged for it. I have been with Verizon for 19 years. It seems like chat support has turned to garbage.

Verizon_Support

Hello BarneyisaDinoSORE, we're sorry to learn you're having issues with your account. We will be sending you a private message to further assist.

~Ivone

Verizon_Support

I'm sorry to hear you are getting charged for these devices. Did you use the labels we provided? Are they showing as returned? -Joe

BarneyisaDinoSORE

YES! You are in MAJOR danger of a MASSIVE charge and problem. I have been customer 21 years, so similar situation. What I'm going through is the worst experience with a business in my entire life... It's scary that they can ruin my account standing forever over this because OBVIOUSLY I am not paying them, no matter if they claim my bill is now "overdue."

Our situation sounds the SAME. I was lied to by MULTIPLE support staff that I would NOT be charged for the phone they were sending since I requested the cancellation of the send within 2 hours of them setting it up... and they spent 3 days sending me messages saying "we are trying to cancel your order" only for them to not do it, then it arrived. Then they again assured me i'd be fine if i just mailed it back unopened since I didn't want it. SO I did it. I followed their rules. I used their label.

3 days later the tracking showed as "Received at DOCK" or something like that.

2 days after that, the official Verizon e-mail arrived in my inbox confirming "We have your return" and it had been assessed and they refunded me the tax they had charged. They only charged the tax.

Then weeks later, the MASSIVE charge for the phone (729.99) is tacked onto my bill for that month... and thus begins numerous LONG chats every 3 days or so that always end after 4 hours of back and forth and re-explaining the issue with a lie that the charge removal was approved and it would go away "soon."

2 months later... I'm still here desperate to escape this heck.

PS: I also should mention I brought the phone back to my local Verizon store at the behest of their online support staff and they told me they "could not accept it" and i had to "mail it in." So I had even tried that before I printed the return label.

This is our exact issue. Verizon has had the phone since 12/9 and charged us $699.99 today on our account. They are telling us we are $540 past due and threatening to turn phones off. If it’s not resolved and things don’t get righted it looks like a phone call to better business bureaus and other people.

I also had this problem and the supervisor would only remove one month. He said it was Verizon‘s policy and that there was nothing I could do about it!

Verizon_Support

Hi Joannegillet18. Do you have time for us to look at the charges and return device together? If Verizon has made a recent billing mistake, we will own it. Please reply to the following private message to get into account speicific details.

-Deb

same thing happening to me right now. i’ve been speaking with with for 2 months my phone bill is almost $700. i check in every week. they tell me wait 4-5 days nothing happens. They told me I would get a credit or the charges will fall off, nothing. nobody is helping. i spoke to at least 10 people already. when i get this figured out i will be leaving because this is really ridiculous.

Verizon_Support

We know how important it is to manage your account, and we are here to help. To better assist you, we will be sending you a private message.

~Freddy

The device WAS returned. and we have a receipt. They were supposed to switch the account to the old phone. Instead, they created a whole new account. The said because I did not notice it right away they could not remove the charge for the line for the past 6 MONTHS. But I had one phone taken off my plan and I knew my sister had lost her phone ( she is 78 and lives on the West Coast. I live on the East Coast. NO matter the whole situation was messed up and then they refused to fix it. I have been with Verizon for 20 years. I am consideing chaning to T MOBILE and they had offered to pay for the phones and change us over to T Mobile. I have not had time to wrap my head around what I am going to do. My sister lives here part of the time and she was going to go to the Verizon store in Santa Monica. But we should not have to spend hours on a situation where a Verison employee did not do what they were supposed to do. She had lost herr phone and found it. So she returned it right away. Thank you for your help. I would be amazed if you could fix this!!

I am so sorry this has happened to you. We need to make sure other people are aware.
I, too, am considering changing. 20 years ago, they were horrible, then they got so much better with customer service, and now I don't know!! The manager I spoke to was really condescending and rude. I wasted a lot of my time which is precious.

Verizon Wireless still charging me even returning devices within 30 days policy. chatted with online agent and store agent no charges. followed the process showing return to Verizon facility on Jan 7th, 2025. Did not expect a bill but shows line activated.

This same thing happened to me. My trade in was recieved. A month later $929 non returned fee added to my account. I spent 25+ hours speaking to 12 different people. Everyone gave me a different answer. They so easily put a false charge on but playing games to get it removed. They even turned off my phone because I refused to pay a wrongful charge. I’m losing hope. I’m giving it one last chance to be corrected.

Verizon_Support

To assist you properly we have sent you a private note

~Pam

Verizon_Support

Having your returns processed correctly is crucial. We always want to ensure that there are not any issues with your bill being incorrect and are here to help. A private message is being sent to assist you further.

-Sean

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