I returned a device in May (it’s August). It was tracked as signed and received in the window required. I have been charged a non return fee of approx $1500. They require me to pay the fee before they turn my phone back on. The charge nor the phone shutoff should have ever occurred. I’ve spoken to 15+ reps (not one successfully transferred me to a supervisor after asking every-single-one). All admitted on recorded lines (I also used another device of mine to record all communication). 3 of the reps admitted the billing and phone shut off was in error and said the issue just needs sign off from a supervisor. All three either disconnected the call (never called back after requesting my number in case of a disconnection) or transferred me to a random tech department when they were holding for their supervisors approval. I’m on hour 8.5 in total since June on this issue. I’m the fortunate one who could pay my bill and worry about refund later but I refuse to be treated illegally. I have 20 lines between my businesses and personal and can only imagine all the customers who don’t have the resources I do. I’m appalled and refuse to be treated this way. 6 reps today, 5 yesterday - all purposefully acting unethically. What’s your next play Verizon?
I know how I would feel if I was being billed for something that was returned in May, and now having my service interrupted 3 months later, CRTD. It sounds like you've spent more time than even I would want to if our roles were reversed, and it's unacceptable that a resolution has not been met. We definitely appreciate your loyalty, and I'd like the opportunity to help turn this issue around. It sounds like we will need account access to assist with this one. Please be on the lookout for a private message from me.
-Joseph
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