I recently upgraded 2 lines during a promotional time. The phones were ordered on March 30 and arrived to us on April 4, 2023. We activated the new phones and prepared the 2 phones in separate boxes for return. We returned them using the process detailed by Verizon via UPS and the tracking of these two boxes showed that they arrived the Fort Worth, TX location on April 07, 2023 at 9:48 am.
I then get my bill and see that only one of the two phones was credited for a returned phone. I Immediately called Verizon and he rep said he would investigate it, it would come off and I should be fine. A few go by and it is now May and still hadn't come off, so I called in again. Same thing, said I would see the credit on my next bill. At this time I provided them the tracking number and the rep indicated she was sorry for the inconvenience. She credited my account and apologized that it was taking so long to assess the phone. The phone that was receiving the credit was assessed on April 24.
It is now June and still no credit. I call and this time the rep does a little more digging into the situation and after 55 minutes on the phone he says that the box was returned "empty". What? He said he was going to file a dispute and call me back within 3 days. Today he calls and says the dispute was denied and there is nothing they can do. Nope...not accepting that. This is not my fault. Phone was in the box and tracking said delivered. I asked for a manager and he said his manager was in a meeting and would call me back tonight, which I don't anticipate happening.
Verizon, I have been a customer for 20+ years and this is the service you provide. It was returned "empty" as a reason after 2+ months of no communication from you about this. I too, like many others I see that have had this reason, will be filing a complaint with the BBB and FTC unless they take ownership and get this taken care of. I will also be switching to a different carrier and will be communicating with my 12 siblings and their families, who are all Verizon customers, about this.
I too would share your concern if I had returned a device and not heard anything about the status of it for nearly 3-months, CarolVT9. We would be delighted for an opportunity to take a fresh look into this concern and see what we can do to turn this experience around. Please be on the lookout for a private note from us, so that we can dive right into this.
-Joseph
Thank you Verizon for your prompt attention to this and working through this with me.
Thank you for giving us the opportunity to assist you. Don't forget we are here for you, and we are here to help. Feel free to reach out to us in case you have any additional concerns.~Geo
Same problem. $1000+ charge for a phone that was returned to the store a couple of months ago. I’ve spent hours on the phone with customer support and made multiple trips to the VZ store where I returned it. I have a receipt showing I returned it but they want a tracking number that no one will provide me and it is still on my bill even though they acknowledged I returned it. Because they can’t find it they are charging me for the phone I returned. If I don’t pay it my service gets shut off. I don’t see a solution other than changing carriers after 20 years.
BFJB We're sorry to read about your situation. We're here to help. We'll be sending you a private note. ~Peter
We value your time, and we are here to help. Please reach out for assistance.~Geo
I have the same problem, my s22 ultra died, they sent me a new one, I returned the dead one. 7 weeks, 5 calls, no help. Always the same - we'll investigate and call you back. They are charging me $1300. We have no control over their obviously haphazard warehouse system.
cinbun, we're sorry that you've been unable to get the returned device issue resolved. I've sent a Private Note so we can look at this further and help turn things around.
-John
My wife is presently on the phone with customer support with the same issue. Maybe I need to go to social media. I see this is a wider issue than just us!
Kdobler, we're sorry to hear that you're having problems with your phone return. We want to make sure you get credit for any returns made and we're going to do everything we can to help you. We're going to send you a Private Note shortly so we can gather more details.
~Jesse
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