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Charging me for an "un" returned phone

I recently upgraded 2 lines during a promotional time. The phones were ordered on March 30 and arrived to us on April 4, 2023. We activated the new phones and prepared the 2 phones in separate boxes for return. We returned them using the process detailed by Verizon via UPS and the tracking of these two boxes showed that they arrived the Fort Worth, TX location on April 07, 2023 at 9:48 am.

I then get my bill and see that only one of the two phones was credited for a returned phone. I Immediately called Verizon and he rep said he would investigate it, it would come off and I should be fine. A few go by and it is now May and still hadn't come off, so I called in again. Same thing, said I would see the credit on my next bill. At this time I provided them the tracking number and the rep indicated she was sorry for the inconvenience. She credited my account and apologized that it was taking so long to assess the phone. The phone that was receiving the credit was assessed on April 24.

It is now June and still no credit. I call and this time the rep does a little more digging into the situation and after 55 minutes on the phone he says that the box was returned "empty". What? He said he was going to file a dispute and call me back within 3 days. Today he calls and says the dispute was denied and there is nothing they can do. Nope...not accepting that. This is not my fault. Phone was in the box and tracking said delivered. I asked for a manager and he said his manager was in a meeting and would call me back tonight, which I don't anticipate happening.

Verizon, I have been a customer for 20+ years and this is the service you provide. It was returned "empty" as a reason after 2+ months of no communication from you about this. I too, like many others I see that have had this reason, will be filing a complaint with the BBB and FTC unless they take ownership and get this taken care of. I will also be switching to a different carrier and will be communicating with my 12 siblings and their families, who are all Verizon customers, about this.

Comments

Verizon_Support

I too would share your concern if I had returned a device and not heard anything about the status of it for nearly 3-months, CarolVT9. We would be delighted for an opportunity to take a fresh look into this concern and see what we can do to turn this experience around. Please be on the lookout for a private note from us, so that we can dive right into this.

-Joseph

CarolVT9

Thank you Verizon for your prompt attention to this and working through this with me.

Verizon_Support

Thank you for giving us the opportunity to assist you. Don't forget we are here for you, and we are here to help. Feel free to reach out to us in case you have any additional concerns.~Geo

cinbun

I have the same problem, my s22 ultra died, they sent me a new one, I returned the dead one. 7 weeks, 5 calls, no help. Always the same - we'll investigate and call you back. They are charging me $1300. We have no control over their obviously haphazard warehouse system.

Verizon_Support

cinbun, we're sorry that you've been unable to get the returned device issue resolved. I've sent a Private Note so we can look at this further and help turn things around.

-John

BFJB

Same problem. $1000+ charge for a phone that was returned to the store a couple of months ago. I’ve spent hours on the phone with customer support and made multiple trips to the VZ store where I returned it. I have a receipt showing I returned it but they want a tracking number that no one will provide me and it is still on my bill even though they acknowledged I returned it. Because they can’t find it they are charging me for the phone I returned. If I don’t pay it my service gets shut off. I don’t see a solution other than changing carriers after 20 years.

Kdobler

My wife is presently on the phone with customer support with the same issue. Maybe I need to go to social media. I see this is a wider issue than just us!

Verizon_Support

Kdobler, we're sorry to hear that you're having problems with your phone return. We want to make sure you get credit for any returns made and we're going to do everything we can to help you. We're going to send you a Private Note shortly so we can gather more details.

~Jesse

Srw433

I had the same exact problem. Still having the same problem. Have all documentation that the phone was Delivered. Have the reference number, and even the Verizon representatives have confirmed on two separate occasions that they have my phone and that it’s an error on their end and I’ll be credited. The reference numbers and people who helped me are below. I documented it because I knew this would happen again. The first time it was a visit to the store in Macedon NY where I sat there for three hours as the store reps argued with the verizon reps on the phone. That time the name of the rep was senior manager rep was Marzo and it never came off. The following month after I received my bill, showing the credit had not been given, I called, spent four hours on the phone being transferred around, then spoke to Razil for an hour As he searched around, found the previous notes that I should be credited looked up the reference number himself to see it had been delivered. Even called the other warehouse to confirm it was delivered and told me to pay my normal amount and that this would be credited. It’s been a week since my new bill was delivered and the charge is yet again still there. Ref number *****. It looks like I may have no choice but to cancel with Verizon after 15 years. I’ll be telling everyone in the business I own to switch over as well. This is absolutely ridiculous and I demand a callback or email.

Verizon_Support

Hello, Srw433. Help is here as we would never want to see you leave us. Rest assured, any incorrect charges will be reversed. I have sent you a Private Message for further assistance.

-Natasha

Dhudson1031

Going through this EXACT situation years after this post was made. Clearly Verizon is ripping people or their warehouse workers are stealing from the customers. I returned an iPad on April 7th it was received and signed for in Ft Worth Texas. I have my tracking number now they say they can’t find it 6 weeks later after 10 calls to support they have made ticket after ticket to now tell me they cannot locate it and that it wasn’t returned and that I need to talk to UPS. NO, UPS delivered it and I have the receipt and the tracking number. I have received 3 notifications within the week after it was received saying my sim was trying to be activated. So clearly someone has the iPad in hand. I will not be paying for something I returned and have been with Verizon more than 4 years but will be canceling my service and switching carriers. This is not good business in any way and I am very disappointed in how you guys conduct things with your customers that give you their hard earned money. I will be reporting this.

Verizon_Support

Hello Dhudson1031. I can definitely understand how upsetting and frustrating this has been. I want to help look into this further. I'll be sending you a private note.

-Dee

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