My family switched from T-Mobile to Verizon under a promotion that required us to return our old devices. We mailed the devices as instructed, but they were returned to us in the mail. To ensure Verizon received them, I personally dropped them off at a Verizon store in January and have a receipt confirming the return.
Despite this, Verizon charged our account for the devices. Multiple support representatives acknowledged the issue, promised billing corrections and a $500 credit, and instructed me to make payments while the adjustments processed. I followed those instructions.
The credits were never applied and our service is now suspended with a balance over $1,700. I have documentation of the device return and previous support messages. I am requesting that this case be reviewed and escalated so the incorrect charges can be removed and service restored.
