Device Returned to Store, Received Email Advising 7 days left to return.

[SpeedRacer80]

Good morning, 

I  cancelled an upgrade from 13PM to 16  Pro and thus, per instructions, returned the 16 pro to the store and they reactivated my 13PM.  They accepted the 16 pro  yet I received an email warning me I have 7 days to return my device? 

In addition, I had purchased in store a MagSafe case for the 16 Pro which they said had to be returned via UPS so I went through that process and UPS shows the MagSafe case delivered yesterday but the online Verizon app does not even reflect my return has shipped. Can someone please advise what I need to do to ensure a refund for the case and I’m not charged for the phone that the store accepted? Thank you. 

[vzw_customer_support]

Thank you for reaching out to us on this platform. To better assist, please tell us a little more. Where did you initially purchase the iPhone 16 Pro and the case?  Did you pay for the restocking fee at the store? 

~Maria

[SpeedRacer80]

Hi Maria,

i have had several chats with Verizon reps and no one has given me the same response. My last interaction the rep told me that my MagSafe case hadn’t been returned when the UPS tracking number shows it was delivered to Verizon on 10/2.  

in addition, I’m concerned that somehow I’ll be told I didn’t return my 16 pro but I have an in store “gift receipt “ showing the return.  I was never billed a restocking fee… was told by several reps that due to the errors and issues I wouldn’t have to pay one.  My most recent bill reflects a credit of the upgrade fee and refund of the taxes I paid upfront so it would appear they’ve accepted the 16pro back?  

I still do not have a refund for the case, nor does the app even acknowledge it’s been shipped and received.  I also suspect that my 13 PM was reactivated incorrectly on my account… something didn’t get added right or something along those lines.  

So, your online reps through chat are horrible, dismissive and, if I cannot get these issues resolved, I’m going to take my 20 years with Verizon and my paid off phone to another carrier. It shouldn’t be this difficult. And, loyalty doesn’t seem to matter so I doubt losing me is even of consequence to you all.  So, if someone could get back to me ASAP, I’d appreciate it.  

[SpeedRacer80 · Accepted solution]

Not surprising, no one outreached or followed up from Verizon regarding this issue. 

I took another 45 minutes out of my day and was able to connect with a chat representative who was helpful and provided an acceptable solution, but the explanation I found lacking and emblematic of ongoing issues with Verizon. 

I was told the return address where UPS delivered my case on 10/2 was a “new location” and that I could allow another 3 to 5 days. The offered to credit my account with the expected refund that was due to my credit card.  While I’d rather have had the refund processed back to my card, I realized the credit to my account would be a break even scenario and accepted the credit. 

I still don’t see that the return has even acknowledged that it shipped in the app, much less received, so I hope this doesn’t somehow come back to bite me.  Verizon had completely gone down hill in their customer service and support and maybe all the carriers are like this, but with the auto pay discount cut and forcing folks onto more expensive plans Verizon is headed in the wrong direction.