Device not returned fee

[Unhappycop]

Good morning everyone! 

I wanted to share this Incase others have faced the same poor business practices from Verizon. 

For some background, I have been a loyal customer for 5 years. I am a police officer and my wife is a highschool teacher. We have a 3.5 year old son and two year old daughter. 

In February of 2025 I experienced an issue with my Google phone and needed to get it warrantied for a new device, that part went swimmingly. 

They sent me a new phone very quickly. The day after I received my new device, I shipped the old one back using their packing slips and box. 

Three months later, I see Verizon had charged my checking account for over $1400 for the old device "never being returned". Luckily, I had a photograph of the shipping receipt with a tracking number. It took two whole minutes to verify the device made it back to the facility less than a week after I shipped it. 

We called Verizon, and were given a run around from the start. My wife and I were told the refund for the $1400 would enter our bank account in 2-3 business days. This was a lie. We called again, and were told the last representative was incorrect and it would take 5-7 business days. We waited patiently for the 7 business day mark. Still no refund. We called again and were told the brick and mortar store we started the warranty process was causing the refund to be held. Which does not make sense. We have now waited 2.5 weeks to receive our money that was wrongfully taken by Verizon, and they would rather give us the run around than make us whole again. 

Mind you, we are not at fault for any of this, but Verizon is making it our problem. 

Has anyone else had a similar experience?

[SynthpopAddict]

Yikes.  Sorry to hear your refund is somehow lost in the shuffle.  To answer your question, yes, I've read of others having the same problem.  Sure hope Verizon sorts it for you - it appears to be a matter of getting the right person, as not all the CS reps are equally experienced.  Have you tried live chat where you type "live agent"?

[Unhappycop]

You're a great person! We've spoke with three separate CS reps, and a manager, and now the manager of the store where the warranty claim was processed!

I will update this when it's resolved 

[SynthpopAddict]

Thanks for your kind words. 🙂  Um...I'd change your thread title back, because otherwise this thread may simply be deleted.  If you haven't been able to get a resolution directly, you'd have to try an outside source (there are a number of organizations who could help with this).  Best of luck to you.

[vzw_customer_support]

Hello Unhappycop, First, thank you to you and your wife for your services to the community. Your work and sacrifice does not go unnoticed. Also, thank you for being with us for 5 years. Your business is appreciated.

Thank you for bringing your recent experience to our attention. That is definitely not the experience we wish our customers to have. Please give us the opportunity to make this right and respond to the private message we're going to send you. We want to help and get you taken care of.

-Red

[vzw_customer_support · Accepted solution]

We had sent a Private Message to continue the discussion related to your refund issue. This issue is specific to an individual account, so we will need to continue in Private Message to fully resolve the concern. Please contact us if you still need support.