Billing and returned device

Update: After spending another 1.5 hours in a chat session online with supervisor "Chris" - he/she told me they were looking into the issue -- and then just ghosted. No response after 40 minutes despite my asking repeatedly if they were still there -- and I finally ended the chat. So, I am now reporting this to the FTC and the FCC, for what it's worth. I will get my money back via my bank, and then I will be finding a new carrier. 15 years+ with Verizon and this is how they acknowledge customer loyalty. No thanks.

Jan1313

I too have the same problem. I’ve been a customer for 20 plus years which they thank me for and ASSURE me that the issue will be resolved within 24 hours. I’m being charged for a non return fee. I have tracking and order number. It’s been received. They acknowledge that. They can’t figure out where the problem is. $1300 charge for iPad. Total of 6 hours just talking and chatting with Verizon trying to get this resolved. One rep said….I PROMISE you will have a reversal within 24 hours and I will PERSONALLY call you back tomorrow. Well guess what…. No call…no reversal. Escalated and still no resolution. Each time I have to start over. We will probably change providers. So frustrating

Your loyalty means everything to us, and I'm sorry to hear you have not gotten the follow through for this issue you deserve. We'll be sending a Private Message, so we can pull your account and see what's going on.

-Melissa

It took me making a complaint with the Federal Trade Commission (FTC) about this issue before I got an actual response from Verizon. A member of the Executive Team reached out to me within a few hours of the complaint being served. I also went to my bank and reported the charge as unauthorized, which resulted in immediate reversal. I strongly encourage you to do the same.

Right. No "private message" to be seen. Nobody has reached out to me other than the woman from your Executive Office, and only in response to my complaint to the FTC. Customer service is USELESS.

My complaint to the FTC was served and a member of Verizon's Executive Office reached out to me same day. My bank was able to do a chargeback for the funds Verizon took from my bank account without authorization. So far, Executive team member has been useful in getting the problem resolved.. It simply should not have required a complaint to the FTC to get results! Verizon seriously needs to improve its customer service - call center agents and supervisors are completely useless for anything but the most mundane, routine issue - and just disconnecting a call when they can't resolve a problem is NOT ACCEPTABLE, especially after keeping customers on hold for HOURS.

If I had a dollar for every time an agent patronized me and said "don't worry" with regard to resolving this issue (which they could not), I'd have enough money to pay off my phone.

I had this same exact thing happen to me! It’s been 3 weeks and I’ve gotten the run around since, spent countless hours messaging and calling Verizon customer service only to find out 2 weeks in that NONE of the CSRs filed my claim appropriately and that nothing had been done so far on my case. Even though one of those reps told me the money was in transit back to my bank account. I have been requesting updates every day with only a response of we understand this must be frustrating.

I’m sorry this is happening to you, but the only rep that helped me was Sarah in the NLCR dept I believe. She is who caught that the reversal wasn’t started.

Have been a customer of Verizon for 20 years and this has made me want to leave more than ever once I get my money back.

Hello, Cbartel488. Thanks so much for sharing your experience and my apologies to hear of this. Could you provide more details as we'd love to assist and resolve this issue for you.

-Natasha

Hi Natasha, sure it’s been 1 month and still I’m being told by multiple CSRs that they can’t figure out what to do. I’ve spoken with financial and told that it’s the CSRs fault. I’d love someone to actually rectify the issue since I’m still owed due to Verizon’s error.

Ah yes, don’t worry, I’m following up on this, or my new favorite “don’t worry you don’t have to pay Verizon for some months” 1300 dollars still no refund, just credited to my account

Shockingly, someone reached out and asked for a moment to review. They disappeared and its now been hours with no response or follow up. Verizon's customer service is truly top notch lately.

The best way for you to get your problem resolved is to file a formal complaint with the FTC. Meanwhile, the FTC is our best strategy. They have an online form that takes only a couple of minutes to fill in, and it gets sent to Verizon right then and there. It took about 2 weeks for my issue to get resolved by the executive office, but it was during the holidays. Good luck to you.

See my response to your other message- the biggest issue is all the other big carriers are just as bad. The best thing you can do is file a complaint with the FTC. Customer service agents are not equipped to deal with anything above and beyond the mundane. They literally can't. And the supervisors won't help. You either. File a complaint, and see how fast they respond to you then.

Cbartel488, we are sorry to hear you had this experience and would like to continue to provide you with support regarding your account. Let me send you a private message to further assist you.

-Art

Chillyn1010

I am having the exact same issues with a return that I packaged myself and sent off through U.P.S on Friday, January 3rd. I have all the tracking information so it said it was delivered to them on January 14th. Since then I have been given the run around by three different agents who said they did receive it, did not receive it, that a Motorola phone was in the box instead of the brand new Apple Watch 10 ( spoiler alert we do not have and have never had a Motorola Phone) and now that it could possibly be lost in their warehouse. I have spent hours on the phone with no resolution, promises made to be called back, they are escalating it etc but at the end of the day no solutions to how a brand new $499 Apple Watch is now missing but was received by their warehouse and it was confirmed by their staff on a recorded line.

We want to make sure that we provide you with the help you need with this return. Please continue our conversation via private note.

~Pam

This is the same runaround they gave me, before they took nearly $1,000 out of my checking account (without my authorization) for a non-returned device. I have zero confidence that anyone there will actually help you - the CSRs on this thread are great at offering their assistance, but ultimately they do not have the ability within the scope of their job to do ANYTHING to help you with this scenario. My advice, as I said to others on this thread, is to contact the FTC (Federal Trade Commission), file a consumer complaint with them. It's a very quick and simple form you fill out online. When I did, it got immediate action from Executive Relations at Verizon, and my issue got resolved within about two weeks (it was over the holidays, otherwise it may have been resolved faster - but who knows). Good luck.