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Charged for a device never received

Hello all, in June of this year I placed an upgrade for a plan on my account. No big deal right? The phone was supposed to be delivered within a week, well it never was it’s just sitting on my orders saying shipped but not delivered. No big deal Verizon can see that it was never delivered and there must be an issue with the carrier so I can just go ahead and upgrade my phone and pick something up at the store right? No, I had to wait a month and a half to be able to upgrade the line again and go to the store to pick out a completely different phone than what was originally ordered but whatever let bygones be bygones. No come to this months bill and I am being charged the full amount for a device I never received 929.00 dollars. When I noticed this I contacted customer support who assured me that the charge will be dropped before my bill generates. Well my bill generated and sure enough that charge is there. I contacted customer service again who assured me they could get it off within 7-10 business days and at first I was ok with this, but then I remembered it took a month and a half just to upgrade my phone. I have no faith that this will be resolved before my bill is due and am seriously looking at other service providers. Has anyone else had this issue and was it resolved?

Comments

Verizon_Support

Hey there, PatrickJC94, thanks for reaching out in reference to your bill. I'm sorry to hear there was an issue with your initial order and we certainly don't want you to be liable for a phone that you didn't receive. I understand the cost for that phone was billed to your account. When that happens, we do not have the ability to stop that from appearing on your bill, but we would be able to issue a credit to offset the charge. With a charge in that amount, it will require management approval which will take additional time. Can you let us know when you were able to contact us to have that credit applied?

-Lauren

LAUPAY18

OMG I have had the same issue! I ordered an otterbox MagSafe case and a MagSafe pop it through the app and selected bill my account, very normal but when I got the notification from UPS that it was delivered, I was home so I open my front door but no package! So I check my UPS app, go to the notification and sure enough the delivery picture was just a blur, couldn’t see or read the package label, just a box square next to the bottom of a door, no unit number next to the door. FYI I live in a high rise condominium complex and there’s 3 different buildings all with different street addresses but same unit numbers. Our front doors are on interior hallways (think like hotels) which all the doors and hallways are EXACTLY the same so unfortunately I had no way of knowing where it was delivered to other than it wasn’t to me. So I immediately call UPS (can’t file a missing package online) file a claim with them and even the agent laughed that the proof of delivery picture must have been taken as the driver ‘ran by’. Next I used the chat option in the Verizon app to alert them as well. The agent could see it showed missing delivery already in UPS. She offered me a refund for both items ($68.00) and I explained that it was set to be billed on my next bill. She then assured me that I would not be billed and she had already removed the order from my account. All in all I was surprised how easy it was…. And then it wasn’t. I placed this order June 20th. Contacted them within an hour of said delivery. Saved the entire message. Then when I got my next bill notification about 8-9 days later, the charge was still on my bill. So again I reach out on the chat and I’m told don’t worry it will drop off once my bill generates on the 15th. So again I wait and on the 16th NOPE it’s still there. So again I reach out on the chat. And again I’m told ‘rest assured’ they have escalated this issue to the appropriate team and I will hear back in 3-5 days…. So fast forward, I paid that months bill, on autopay. I have reached out 9 times have over 350 messages and never have been contacted, at one point I was told that I had to reach out to the fraud department bc they suspected my account was compromised and someone had services in my name, spoke with fraud they didn’t have a clue what I was talking about. They said that my missing package claim was all done but was waiting for customer service/billing to release funds or credit back my account. So then they transferred me to billing where I was verbatim told that a note had been put on my account stating by no means should any agent refund this customer. The customer service agent said he had no idea why that would be on my account, I’ve been with Verizon for years, at one point even had the military service. He kept apologizing to me but also there was nothing he could do on his end. (This was a phone convo btw)

So now it’s November 2nd, placed order June 20th, stated delivery was June 22nd and I have NEVER HEARD BACK FROM ANYONE AND NOW WHEN I TRY TO CHAT OR CALL IM TOLD THEY ARE TO REFUSE TO ASSIST ME. All this over a case and a pop it. $68.00. If I wasn’t in contract for my iPhone, Apple Watch and iPad I’d switch to anyone else. I’d take a landline over this. Literally the worst service I’ve ever experienced and even when I contacted UPS just last week they said that Verizon refused the claim. At this point, the $68 bucks just isn’t worth the hassle. Lesson learned… NEVER ORDER ANYTHING FROM VERIZON. Wether it be a phone or pop it. Purchase your device or accessories from Apple or any other retailer, Verizon is only capable of providing cellular services ()

alemily36535

Man I'm having this issue too. Being billed for a phone they won't ship after UPS returned it due to incomplete address since the concept of apartments and suites on an address seems to elude Verizon nearly 25 years into the 21st century.

PatrickJC94

I contacted Verizon through the customer service chat about this issue on October 14th and the 24th. As of now it is still on my bill.

SynthpopAddict

Yikes.

The person who posted the "delivery picture" - I wouldn't be surprised if the delivery person porch pirated your box thinking it was the latest iPhone or some such. Guess the consolation there is they got really disappointed. For all we know, the photo is some generic picture thrown in just for someone shady to say they "delivered" the package.

I've got to wonder if the live chat agents are an outsourced 3rd party company who can't really access much in Verizon's system. If no one in the thread can get their issue resolved with Verizon or UPS, I'd locate an outside source who handles such things for consumers.

Re: the comment about apartment or suite numbers: I don't use the "second" or "optional" line in address forms online anymore after having issues sometimes with other companies delivering stuff due to the same problem. I now enter the street address and apartment/suite number in the first address line only and haven't had any issues with it not getting taken.

Verizon_Support

Thanks for replying. We will be sending a private message to review the account. -Joe

LAUPAY18

I will be waiting as per the usual. I’ve been told that so many times it’s a joke. I will be surprised if anyone contacts me. Nothing but a sad joke.

Verizon_Support

Hey there, alemily36535, sorry to hear there was an issue with your delivery and your phone was returned to us. We certainly want to ensure your payment is refunded back to you! Was this a recent order? If so, can you let us know when it was delivered back to us?

-Lauren

Kll0112

Almost same here, except my phone (which I paid overnight shipping to get) was never even shipped! It still says- you order has been received and will ship soon. That was 25 days ago. So I went to store to get a phone. (I was leaving on a trip) Could I get a phone at the store?? NO. Because my upgrade had already been used on the phone I never received! So I'm out the money for the phone, I can't upgrade at the store and now I just made a payment on the phone I don't have!! I've called at least 10 times, talked to multilple people - filled out tickets for the system because it's stuck and chatted so many times!! Everyone says they've fixed it and it's never fixed!! I don't even know what to do next?!

Verizon_Support

Hello KLL0112, we will be sending a private message to you so that we can gather your account information.

-Joe

PhilZ65

19 year Verizon customer here until recently. I had ordered 2 iPhone 16’s for my wife and I to upgrade, they were shipped to my home I had noticed the shipping box seemed light. Opened it up to find both iPhone boxes torn open and phones were stolen and left the charging cords. I had immediately contacted Verizon to inform them of the situation they then had opened an investigation. Two weeks and no answers with multiple phone calls without any answers but just a run around I was done with Verizon. I had went with T mobile and at the time of setting up my new phones the representative had informed me that I’m being charged for both phones, I reached out to Verizon and the reassured me that I wouldn’t be charged for the phones. Guess what? I just had a bank charge of $1896 and change, I will NEVER refer anyone to Verizon after this

Verizon_Support

Hello PhilZ65, we are sending you a private message so that we cant take a look at this for you.

-Joe

Virlyn

I recently ordered an ipad M4 and never received it. Its been about a month and a half and now I have an extra charge on my bill for the Ipad that I never received. The order was never shipped out and there is no tracking number. I was supposed to have received it first week of August. Please, I need assistance with this matter.

Verizon_Support

Virlyn Im sending you a private message.- Jorge

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