I would like an email address of a person higher up to file a complaint with. Way back I had a phone that wasn't charging right I took it to the corporate store and they ordered me a new one and told me to send back the broken one. I put the broken one in the box and stuck it in my mailbox. Time went by and I never thought anything of it, my husband pays the bills during the summer and he never stated that we were charged for an equipment charge. After opening a bill and seeing a $549.99 balance carried over I looked online and saw that you charged me for the phone that was not returned immediately I called Verizon and we tried everything to find the phone.
After numerous calls to post office and Verizon one of your employees said this may be a long shot but why don't you go to post office and see if they have an unclaimed mail department. We have a very small post office in our community. So I went and they had a bin of a few packages and low a behold the package was in there. The label was torn partially off with the address and bar code. I took the package and immediately called Verizon and told them the man told me he would ship me out a new return address label and it would be no problem just to mail it back as soon as I received the label.
So I took the package directly to the post office this time and handed it to a cashier. I checked the tracking online until it was received by Verizon and then called. They said it would take a little while to get in the system. So I called back. It was documented that it was received and the guy told me he would file a ticket for a credit and it would take 72 hours and then I would have the credit he even explained how the credit would be handled. But again no problem at all. Then I logged online yesterday and saw no credit so I called once again and was connected to an employee who told me the request was denied because the device was returned after the 150 days which never ever throughout this whole process did anyone mention anything about a 150 day limit. I even asked when I sent it back the second time if there was a time limit and was told that they have everything documented and this would not be a problem at all. The "supervisor" then said there was nothing I can do except get a letter from the post office stating that I was in there and that they had my package in unclaimed damaged mail so off to the post office I go. As I thought they looked at me like I was nuts.
They said first they do not keep any record and since it was awhile ago they don't even remember. Of course they are not concerned because its not there money. So now I am here and so aggravated. I spoke to a lot of people and even a lawyer and was told that is illegal to charge me money for a device and also keep the device. Think about it if I would of known all this was going to happen I never would of even sent the phone back I would of tried to get some money for the phone and paid the equipment charge. I have been a excellent customer for a long time and never late on any payment. This charge is killing me I hate having anything outstanding!
My husband is not working right now and I don't have an extra dollar to pay for a device as I was told to work out a payment plan. I have checked into the options of leaving Verizon and although I really don't want leave and deal with hassle. I am tired of the run around and feel that its very unfair that you charge me for a phone and still have the phone. So in conclusion I would like an email of someone who I can file a complaint with. This is to time consuming and is putting a damper on my life trying to get this cleared up.
Thanks, Jenn
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