Incorrect Non-Return Charge - Defective Replacement

[yuanhang]

Dear Verizon Support,

I'm incorrectly charged for not returning a device. My original device had intermittent dropouts, so the support team ordered a replacement. However, the mailed replacement was defective; the technician took it back and installed a working one. I mailed back my original device. I'm now charged for the defective one the technician took, which was never installed. 

This issue was communicated and noted when I called to activate my current line and disconnect the old one. However, I'm still being charged for the defective replacement device that the technician took back.

Please remove this incorrect charge immediately.

Thank you,

Yuanhang

[vzw_customer_support]

Hi Yuanhang, Thank you for bringing this to our attention. Apologies for the trouble and inconvenience this caused. Was this a warranty replacement? Can you tell us more about the technician that set up your device? Did you visit a store or did they come to you?

-Red

[yuanhang]

Hi Red,

I guess this was a warranty replacement. I contacted Verizon Support regarding my connection issue, and they instructed me to set up a new line with a new device mailed to me. When I couldn't get the mailed device to function, I contacted again to get a professional set-up. Then the technician came and determined the mailed device was defective and initiated another order, installing a different receiver, which is the one that I'm currently on. He took back the defective one and I mailed back the original device. 

[vzw_customer_support]

Thank you for the details yuanhang, I will send you a PM to gather more information and better assist you. We can definitely help you resolve this issue. 👍

-Luis