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Still being charged for unopened phone that was returned and received by Verizon

I bought a phone in August, changed my mind the next day, tried to cancel it, and online agent told me I could not. After I received it, I tried to return to the store, was told could not. After three tries, the agent sent me a return label and I returned it and it was received back long before the 30-day return period. I waited for a week to see the charges come off, but they did not. I contacted Verizon, and they told me it was a mistake and to give it a few days. I contacted them again, and they said after (one hour of customer service) that they had received the phone and the charges would be taken off in by the 21st. Waited a week, and contacted again, they said they the phone had not been removed from account by them yet, but in 24 hours the charges would be gone. They then charged my credit card for over $1100.00. Credit card company reversed the charges since I have proof that they received it. Now Verizon is still trying to charge me the $1100, plus now late fees for an item I didn't want, tried to cancel, returned unopened, and not activated. I have spent hours now on this hassle. What is my next step, filing with the FCC?

Comments

Verizon_Support

I, too, would share your frustration given this situation, hackrader. Let's see what we can do to turn this experience around and find a solution. Please be on the lookout for a private note from us.

-Joseph

nomoredelays

Similar issue here,. I bought an iPhone in August and had it delivered. Then I decided to exchange the unopened phone. I was told in a Verizon store that I needed to return the first phone by UPS (no problem) and then once it had been received I could buy the correct new phone, to upgrade the line. Verizon received the returned phone on September 6, confirmed by UPS and Verizon itself, but they still have not started the process to refund the initial purchase price. It has been 5 weeks since then and I have has 4 long conversations during which I was promised that the refund was coming, but no action. During one conversation, the rep unlocked the line so that I could buy the new replacement phone (again confirming receipt of the returned phone) but no refund. Apparently the warehouse in Texas has lost the phone and Verizon will not refund my money. I am considering options for legal action and/or working with my credit card company to challenge the purchase and recover the $1000 purchase price. While the phone and chat reps have been doing their best, the utter incompetence of Verizon's logistics system -- losing a phone that they have also confirmed receiving - and refusing a legitimate refund -- is beyond belief.

Verizon_Support

nomoredelays, we're very sorry to learn of your experience returning a new device, and definitely understand your concerns regarding the refund you're expecting. We'd love to take a closer look at your account and help find out what's going on. To better assist, we'll be sending a Private Note.

~Izzy

nomoredelays

Don't know if you ever received satisfaction but just dropping in her to say that I have not. Despite the "reply" on my complaint below promising to send a private note, nobody has ever contacted me from Verizon and I have never received a single penny of the refund that they owe me. Verizon will tell you whatever you want to hear and then do nothing to help.

Verizon_Support

We're terribly sorry for any issue you have encountered. We did send you several private notes to address your situation but unfortunately didn't get a response. I can send you another private note so that we can be in a secure platform to access your account.

~Ivone

nomoredelays

Hello Izzy, still waiting to hear from you or anyone at Verizon about the thousand dollars you owe me. I've been given ticket numbers, apologies, and promises but no action at all. How can Verizon be SO bd at this?

Maybe I'll let you know how T-Mobil is when I switch all my business to them. Because this is beyond absurdly unacceptable.

Verizon_Support

That is definitely not the experience we want you to have with us. We'd like to help and review your situation a little closer. To better assist, I'll be sending a Private Note, please reply to it, so we can get started.

~Maria

bbennar

I have had the SAME exact issue but sooooooo much worse. I got a new phone for a promotion, did not want the phone, mailed it back after 2 weeks, it was returned to me since no one told me it had to be UPS or Fedex. I called and they told me to bring into the store. I have had MULTIPLE (i'm talking over 10) phone calls, went to multiple stores everyone referred me to the other one. I finally got a store to tell me to call a specific number, they told me the store should take it, the store told me no. I then had multiple people tell me to mail it in, waited a month and a half for return labels they told me HAD to be mailed to me. (Had numerous phone calls for these labels as they NEVER showed up). Finally had one emailed to me, told me they'd take the charges off my account and issue a refund once the phone was received. Phone was delivered 2/29/24. Called again and they told me they can NOT take the phone back (they already had received it) and that I'd still have to pay for the phone even though it was returned. I have NEVER had such bad experience with a company before. I've been with Verizon for 20 YEARS! How can they legally charge me for a phone I was told (pull the calls!) to return and that i'd no longer be charged for and would receive the phone I wanted.

Verizon_Support

Hi, bbennar, thank you for being with us for 20+ years. I'm so sorry to hear that this last interaction was less than the good experiences you've become accustom to. I would like the opportunity to review your account and see what's happening on our end as well. I'll be sending a Private Message, so we can keep your information safe and secure.

-Melissa

Amykeith

I had a similar experience. Mistakenly purchased AirPods and returned them immmediatly using the label provided by Verizon. Now they cannot locate the label and say AirPods have been lost. I don't have the label tracking as it's not a label I purchased. Contacted customer service four times, was promised a manual credit which can be seen in the Verizon chat and now they won't honor. After being a loyal customer of 22 years, looking at a new carrier

Verizon_Support

Your 22-year loyalty means the world to us, Amykeith. We're so sorry to read about the issues you ran into with the return of your AirPods. We'd love to take a closer look at your account, and help find a solution. To best assist, we'll be sending a Private Message.

~Izzy

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