20 year customer and had to cancel my service due to Verizon not having adequate service at my home. I worked with Verizon for well over a year and a half, they tried allowing me to roam and that worked until the phone would update. The last time, the customer service reps were not able to log me in to roam. I gave up and switched to AT&T. I work from home and must have a working cell phone.
Just before cancelling I asked to return my phone since AT&T wouldn't pay off the phone in my switch. The Verizon representative stated she would send a link to return the phone and provided me with a code to switch to AT&T. I did not receive the return label.
I switched services and called Verizon 2 days later to find out where to send the phone. The representative that time told me that since I was on the upgade plan, I could just pay the $5 dollars for 1 more year via auto pay and the phone would become mine. I thought that sounded fishy since I owned $756 on the phone, but he insisted that would be the only charge. I said ok and authorized auto pay.
1 month later I receive my final bill from Verizon for $756 for the phone. I called again and was told that the prior representative was not correct. I was also told Verizon could no longer send me a shipping label because my account had been closed out and I couldn't log in to the website. I asked for the label via email. They don't do that. He suggested I go to the nearest Verizon store and they could print me a label.
Off I go to the store where I wait 45 minutes to be told they are not willing to print a shipping label for me. I leave driving 25 minutes back and forth. I call Verizon again and explain what happend. They attempt to call the store, the store doesn't answer. They explain I will need to drive 3 hours to the nearest Verizon Corporate store to return the phone. I explained that would not be an option and again asked for a return label via email, fax or text. The verizon customer service rep stated they could not do that. No joke, 3.75 hours on the phone, while I am trying to work to return a phone. Finally a manager gets involved, gives me a mailing address and has me go to UPS to return the phone with my bill. I get to UPS and the address comes up on the system "Error Cannot return rates as there are no service types associated to this rate request"
I received a text message from Verizon today that they will be charging my bank card per my contract if I do not pay the $756 in the next 7 days.
I have never wasted so much of my time. I am not exaggerating that I have spent 9 hours on the telephone with Verizon trying to resolve this situation.
Does anyone have a return mailing address for a cell phone?
The only times I've ever heard of Verizon accepting a return of a phone is:
1) if you bought the phone less than 30 days ago and are willing to pay a restocking fee to return it at a corporate store
2) if the owner of the phone has died
Unless I've misread something, would have to say you're going to have to pay off the phone. Or those charges could be for leaving the contract with Verizon early.
Oh, wow! We are shocked to see you in this equipment/billing dilemma. Our goal is to offer the support you need.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
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