In 2020, my Samsung Galaxy cell phone would no longer work. I went to the Verizon store in my town and was "upgraded" to a new cell phone. When I got home, the phone was a LG ThinQ. My account was charged over $900. Recently, the LG ThinQ quit working. I was able to speak to a very nice customer service representative with Verizon. I was told that I had insurance so the phone would be replaced. I was sent a replacement LG and instructed to return the phone that was no longer working. Sent the defective LG ThinQ back to Verizon via UPS as instructed. I was charged $840 by Verizon for the new LG ThinQ as they said they had not received the defective LG ThinQ that was sent back to Verizon via UPS. Despite confirming with two different Verizon customer service representatives that the cell phone had been received by the Verizon warehouse (based on UPS tracking information). It has taken nearly three months to get credit for the defective LG ThinQ cell phone that was returned to Verizon. In the meantime, I received frequent notices from Verizon that I was delinquent on my account and a late fee of $42 was added. Just today, I received notice that my Verizon account was credited back the $840 for the LG phone that was returned and the $42 late fee. I feel that this is very poor customer service. Very poor process that required a lot of my time to address. AND, having my Samsung cell phone replaced with LG ThinQ back in 2020 (instead of a Samsung), and being charged for a much more expensive product. I am searching for another cell phone carrier as I am very distrustful of the events that have taken place with my dealings with Verizon.
