Billing

[Jburg1391]

I had an issue with my phone back around March 2025 brought it in to the store they assured me with making a insurance claim and was told a phone would be overnighted and I would have to send  in my old phone . My new phone didn't arrive for 2 days but I was happy to just get it . I sent my old phone back 2 days later via UPS . No problems . 

May comes around I get my June preview bill and I find out I'm being charged $900 for the phone that I sent in. I contact a customer rep and she was able to find out that my phone was returned and that she would pass it forward and the charge would be removed  within 5 days.  5 days go by and my bill still was not changed . I contacted customer service and they were no help. The rep stated that they  Could not find a tracking number and could not prove that the phone was returned.  I was charged over $900 with taxes and fees once I was already told my phone was returned . 

I had to have a friend who works in sales look up that my phone was returned and confirmed such.  He then spoke with customer service rep who he provided the tracking # and they were able to confirm that the phone was indeed returned and that my account would be credited.  I then had to contact a customer services supervisor because a credit for my account was not acceptable as over $900 was taken out of my account and I over drafted and was charged by my bank.  The supervisor assured me I would be returned my money from my account on Mon (I spoke to him Fri ) . Mon comes around no money Tues nothing. I call a rep states that it takes 3-5 business days.  Fri no money  I call again now I was told up to 10 days to be refunded. Then I was told on top of the refund I would be credited to my account.  It took around 20 days to be refund my money . And there was an approximate $38 credit on my account no reimbursement for my overdraft no nothing for the inconvenience. 

#poorcustomerservice 

[vzw_customer_support]

That is never the experience we want you to have. Sending you a private message now.

-Cryssie

[vzw_customer_support · Accepted solution]

We reached out via Private Message, so we could discuss your experience. Since this is something that’d involve looking into your account and interactions, we’d want to continue in Private Message to fully address things. Please reach out to us if you still wish to do so. 

-John