$860 unexpected bill.

Question

* I ordered an iphone 14 online for my late sister back in August of 2023. Unfortunately once the system updated it wouldve been a week before the phone was sent to me instead of the few days I initially read. I called Verizon and another agent said he could cancel the order and create a sub account and I could pick the phone up in store. On August 25th I picked the phone up from the store in Bullhead City AZ. While preparing to ship the phone to my sister, I was notified that she was in the hospital. On September 5th my sister passed away due to organ failure. On September 7 th I returned the phone to the same store i picked it up from. I spent two hours with the store clerk while he attempted to return the phone and close the account. Finally I asked if I needed to remain there as I had pressing matters to deal with. He issued a receipt that I can no longer find for the return of the phone and said he would take care of the rest. Well he didn't.. in fact I started receiving bills for the phone and only after speaking to 30 representatives from the Americas to the Philippines and even a store manager, the account was finally closed out in December. While I was always told "rest assured sir you do not owe anything and we will take care of it" and even issued a $206 credit for the bills that had incurred, I still received bills in the months that followed in the amount of $20 per month.  Again I called customer service and was told "rest assured sir you do not owe anything and we will take care of it".  Now we are here in May and I received a bill from Verizon and one from the CBE group in the amount of $860 for a device agreement. I spoke to 5 different agents once again including the CBE group that only wants the money and had no interest in helping me. I explained that I returned the phone to the store and yet nobody cares. They only make promises saying ,"rest assured sir you do not owe anything and we will take care of it" only now I owe something. I just want to return all of our phones and cancel Verizon. After 3 years I can't believe I've gone through so much with this. This is what I served my country for?

Verizon_Support · Accepted Answer

We're sorry to read about the situation with this device and the charges that were made because of this situation. We would like to take a look. We will be sending a private message. ~Peter

Verizon_Support · Accepted Answer

We're here to take a look at your situation. Let us know when you're available. ~Peter