I have been with Verizon for 18 years. I purchased my son a refurbished XR and two months in it wouldn't update. spent hours on the phone with them setting up an esim, that only worked for one day. After 2 more calls I find out the XR is outdated. Why would they sale me an outdated phone that won't update? after having much frustration on getting a replacement they wanted to send me another XR. WHAT??? I finally got them to send me an different model that will actually work. a few days go by and I get 2 phones delivered one is the replacement the other is the XR they tried to send me. I send the phones back and low and behold they deduct my account $1,200 for NON RETURNED PHONES. I talked to 3 more people with the same headache 3-5 days, 3-5 days. then it shows up as a credit tp my account and only one of the charges. I am beyond livid with this AWFUL service. I still have not had the money returned to me and im not rich. it has cost me having to use credit cards, late payments. etc. I am blown away that a company of any kind can get away with treating customers like this, let alone an EIGHTEEN YEAR CUSTOMER. UNNACCEPTABLE. I've talked top a handful of people and not one has done anything for me.
I was charged for two phones in error, A total of $1,200. That is alot of money to me and is creating much stress.
We are sorry to read about your ongoing issues with being charged for device that were returned. We certainly want to get to the bottom of what is going on with the charges. I can't imagine how much stress this has put on your and we look forward to the opportunity to work towards a swift resolution. Please be on the lookout for a Private Note from us and thank you for your continued long time loyalty with Verizon. We appreicate you!
-Andi
I have the same issue and youโre threatening to shut off my phone for a phone that I already returned and youโre charging me for it.
I returned a phone in May of 2023. I received confirmation from the post office that it was delivered. in August, I was charged $414.12 for the phone. That's it in a nutshell - and here are all the details.
In April, both of my parents passed away. (and yes - this (Verizon) has been the most difficult estate item to get done) They were the account holders. I (their daughter) became executor of the estate. I called to cancel the account 4/26/23. They were paying $19.72 monthly for an iPhone. I was told by customer service that they would send me a return kit so I could return the phone and not have to pay it off.
The kit never arrived. I called agin 5/18 and asked for the return kit - which was finally sent. The phone was returned 5/23 - confirmation had it arriving at Verizon on 5/27/23
Verizon continued to charge the monthly fee until I called and asked for a refund on 7/20/23. I was send a gift card for one month of payments. The customer service agent confirmed that the phone had been received.
THEN, IN AUGUST, VERIZON CHARGED MY PARENTS ACCOUNT $414.12 - THE BILL SHOWED NO REASON FOR THE CHARGE!!! It just says "account-wide charges & credits". Because I was out of the country, I did not see the charge until September. Note that this Verizon account had been closed and they you had no LEGAL RIGHT TO ACCESS THAT BANK ACCOUNT!
I again called customer service on 9/12 and spoke with a very (seemingly) helpful agent that assured me that I would be issued a refund. THAT DID NOT HAPPEN. I called again (these were not short conversations - and got longer every time I had to waste my time with Verizon "customer service" on 10/24/23. STILL NOTHING.
The original bank account has now been closed - but I still need the $414.12 plus interest refunded to me (or the estate). This has been a terrible thing to deal with on top of a tremendous loss.
What now?
We understand the importance of being informed about the refund you are expecting, and we will be glad to help. We sent a Private Message to further assist you. ~Geo
YOU'VE SENT A PRIVATE MESSAGE BUT, LIKE BEFORE, I'M NOT GETTING ANY HELP OR RESULTS!
I have the same problem. Iโm being told that you have my phone. I have the messages where you have my phone, but Iโm still being charged
Fireballwvu, let's make sure your phone isn't shut off for a device that's already been returned. Please be on the lookout for a Private Message so we can help you.
~Jesse
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