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Device return

I sent my phone back with the return label provided and have confirmation that is was delivered to a facility in Whiteland IN. I just spent a HOUR on the phone with your call center whos telling me you have not received the device as well as that's not a Verizon location. Please advise

Comments

gcarlos1998

I'm also having this same issue. Because of this, they removed my promotion even though tracking shows that it was delivered.

Verizon_Support

mjwash72, we can understand you concern and we want to assist with helping to locate your device. It can take some time for returns to show updated due to processing at our warehouse, but we understand the location concern. We will be sending you a Private Message to gather some additional details about the return so that we can better assist.

-Andi

TDH451

Verizon sent me a shipping return label and it was to Whitelands, Indiana. I returned phone using the premade label and thought no more of it (return was made on Dec 5th, and I made a normal payment on Dec 29th). 1 month later, I looked at my phone bill and it's $499 above normal. I was being charged for not returning my phone. Luckily I take photos of my returns and also keep receipts showing item was delivered. Even with the receipts and photos of the package with shipping label, I have had 4 conversations with 4 different associates trying to clear up Verizon's mistake. Last one earlier today. I am hoping conversation today will take care of this problem.

Verizon_Support

Hello, TDH451, we don't want you to be liable for a charge when you returned the phone. You mentioned you have been able to reach out to us for help with this issue recently. Have we been able to help get this charge corrected? Please let us know if assistance is still needed.

-Lauren

Mikenl

Hi i am having the same problem - i sent my trades using the verizon qr codes at the usps store on dec 20. Ups shows them being delivered on dec 22 to RETURN_PROCESSING_CENTER_ADD VERIZON WIRELESS, 45 MISSION R WHITELAND IN 46184- verizon tracker shows them shipped but still not received for over a month now i am being billed back for my trade in credit for the last month and they took away the credit for the future months cs said that IN Address is not verizon. Were you able to get them to fix the issue and how?

losthighway

I have the same problem. I used the prepaid return label to send back my old iphone and UPS shows delivery to an unknown address in Whiteland, In. Verizon assured me I would not be billed and that they would sort out the issue on their end. I was billed $800 for the old phone anyway and am currently being told they are working on it and they will issue a refund IFthe phone is located. If the address posted by one of the other effected customers is correct, then this is a large warehouse facility purchased last year by DHL. Verizon claims they do not have a facility there. What is going on? Anyone else dealing with this?

Verizon_Support

Hello. We are here to help with your device return questions and concerns. To better assist, I'll be sending a Private Message, please reply to it, so we can get started.

~Maria

Lo28

I had the same thing happen. return label was made for Whitelands, ID. Verizon says they haven’t received the phone however I have proof of delivery. I’ve called, chatted, texted, called. No one seems to help and I have an extra $550 on my bill. I’m so annoyed

Verizon_Support

Hello Lo28, we're sorry to learn you're having issues with our promotion. Do you have the trade-in submission ID? Please share more details so that we can further assist.

~Ivone

Lo28

Yes, there have been many but the most recent is Support request #: *****

SophieSnow

I went to UPS and shipped my device using the QR Code on 1/31/24. On 2/2/24 it shows it has been delivered to Whitehead, IN too. However, ther Verizon app still has it as initiated not shipped or received or anything. After reading all these comments I'm worried I will not get my credit for my old phone!

Lo28

I’ve been dealing with this for months and it’s a nightmare. Chat in with Verizon and file a ticket with ups.

Verizon_Support

Hello, SophieSnow. Help is here as we don't want you to be worried about your credit. Please tell me, do you have the trade in submission ID or the tracking number?

-Natasha

SophieSnow

Submission ID: 285107173806206

Tracking number: 1ZB3469X9004708031

Verizon_Support

SophieSnow, thank you for sharing those details with us. We do see that the tracking you provided is showing that it was delivered. Since today is the first business day after it was showing delievered, it can take a few days to update in our system. Not to worry though, you have all of the details and we can follow up to assist further. If you don't receive any updates to your trade in after 24-48 business hours, please let us know so that we can investigate further.

-Andi

SynthpopAddict

If numerous posts are saying that the address in Whiteland, IN is not a valid Verizon address to ship trade-ins, is anyone actually investigating what is going on? The fact that one post even shows "Add Verizon" to the shipping label they got makes me think something really fishy is going on here where trade-ins are intentionally being misdirected for nefarious purposes.

If this happened to you and your trade-in credit was revoked because Verizon is saying they never received your trade-in, seems like you should contact the BBB or law enforcement.

Lo28

@SynthpopAddict
I agree. I keep asking them why this has happened to so many people. They keep telling me there is no Verizon warehouse in Whitelands, IN.

I used the shipping label provided by Verizon. After months, I was told they filed a claim with UPS, I believed them. The next time I contacted them, Verizon said I had to call UPS to file a claim, but I couldn’t because it was outside of 60 days. They gave me the number to call UPS. UPS said no claim/ticket was ever filed. Then UPS said that Verizon had to update their billing address to UPS.

I am so frustrated and I want to know what they are doing about all of these phones showing delivered to the wrong address.

LegallyBlonde93

Has anyone gotten a straight answer on this, yet? Whether this is or is not a Verizon warehouse?

I’m having the same problem - sent a return device using their prepaid envelope and shipping label that shows delivered 2/7/24 to Whiteland, Indiana, but Verizon is saying it wasn’t received and charging me for the full device. Very annoying.

losthighway

Update:

It turns out that Verizon DOES have a warehouse in Whteland, IN and that the phones sent here did in fact arrive at Verizon. It seems that this is a newer facility and that a number of employees were not aware of this. After being gaslighted by multiple agents I finally found one that told me this was a valid return warehouse and agreed to refund me for the phone. It is likely that there is some sort of internal chaos with the addition of a second return facility. That being said, i have never dealt with worse customer service or wasted more time trying to get an error rectified that was revealed to be 100 percent on Verizon.

losthighway

There is a Verizon warehouse in Whiteland. It is new and many employees seem to not know about it. Ridiculous I know.

SynthpopAddict

@losthighway thanks for the updates. You still have to wonder though as to why Verizon is taking so long to get customers' trade-in credits applied properly. Are all those phones just piled up at this warehouse?

Lo28

I have been gaslit for months that there is no warehouse in Indiana. This one rep swore up and down. I have spent so many hours dealing with this. I am so frustrated.

Btw, another Verizon rep said I could just add a line, put that device on that line, keep making the payments but put a watch or iPad on the line instead. I was like are you kidding me?

Lo28

I just received a text that my phone is being shut off. I have been dealing with this since December. Someone at Verizon told me last night that there is an error in their system with processing devices that did early upgrades. I have spend hours trying to figure this out only to have them shut off the phone when they promised not to. Did anyone get this fixed? What do I do?

Verizon_Support

Hi Lo28, I'm sorry to hear you have not reached a resolution. It sounds like there's a lot of back and forth between departments. So we can help streamline things we will be sending another DM.

-Melissa

Lam118

I have the same issue and Verizon chat says they don’t have a facility there and have to figure it out with UPS

Verizon_Support

@Lam118
wrote: I have the same issue and Verizon chat says they don’t have a facility there and have to figure it out with UPS

I'm sorry you've been having trouble getting things cleared up. So we can learn some more details, going to shoot you a Private Message, and see what can be done to get some clear answers and resolve the situation with you.

-John

Pskila

Same issue, applied an account credit instead of giving 699 bucks, back nothing to do with me. 20 years of being customer

Pskila

Cramming: is the placement of charges on your telephone bill for services you have not authorized.

Dj519

I have received a shipping label with the same address indicating that the package has been delivered today. I am optimistic that this issue has been resolved for everyone and that I will not encounter any future problems. VERIZON PLEASE TELL ME THIS IS NOT GOING TO BE AN ISSUE!

Dj519

I just received a text message that you guys have not received my device, but I know for sure that my device was received because it was sent off and I have confirmation that you guys have it and there’s plenty of people on this post, who have gone through the same issues and have been fixed. Please fix this issue as soon as possible for me. This is ridiculous.

Rwood75

This has been going on since October 2023. Sent trade in to Whiteland and tracking shows it delivered within 5 days of initiating trade in. Kept getting emails that it was not received. Spent hours on phone with customer service. They said that they had no location in Whiteland. They removed my $1000 trade in credit. Initiated another trade in today and guess what….label to send to Whiteland. Still missing my 1k from last year.

Verizon_Support

Thank you for reaching out to us on this platform. We are here to help with your Trade-In Program questions and concerns. Please tell us, do you happen to have the tracking number and Submission ID handy?

~Maria

Rwood75

The submission id was 217419050607905 and UPS tracking was 1ZB3469X9024962371. You can see that I shipped the phone and it was received in Whiteland late October 2023. I received trade in not received email in December 2023 and the credit was removed. Verizon then sent me an email that the device was received 12/19/2923 and my trade in value was $0 because it was not “received” in 30 days. In reality, the Whiteland facility had the phone in October 2023.

Josh111111

I am also having an issue with returning a pair of air pods. I LITERALLY GOT THE SHIPPING LABEL FROM VERIZON THEMSELVES! So after shipping the item back we got the confirmation email that the item had been delivered. Only to find out I am still getting charged for the return on top of the item I exchanged it for. At the time I exchanged the order it said i only had to pay the difference. So after paying the difference I got a notification for my monthly upcoming bill. I was still getting charged for the return PLUS the full charge of the exchange. I called the number hoping to get it resolved, But it was far from over. I had to go to my local verizon store because I was getting no where with the call center just for the poor lady at the store to have to call the same call center and deal with them also. Fast forward about an hour and forty five minutes the guy "said " the issue had been resolved and even told me an exact number of what my bill should be so i thought we were good........NOT!!!!!!!!!! i get a notification that my payment couldn't be processed so again i have to call. ALL YOU DEAL WITH NOW IS THESE STUPID A55 CALLL CENTERS!!!!!!! so another hour to hour and thirty minute phone call the only answer i got was that "it was going to be investigated" That phone call was on Tuesday, September 24. I was told I would have an answer by Thursday, September 26 at 6 pm and here it is Thursday at 10:15 with no answer. I cancelled my auto renew payment for the month because I refuse to pay for a F up that is NOT my fault......... I have had more than enough of verizon and their call centers DUMB STUFF (moderated). No one can give a fool proof answer and actually resolve the issue EVER with any problem. You cant deal with people in person any more which is also DUMB STUFF( since i cant type what i want to type)! Verizon was so much better when you could go to the store and actually have your problem solved there. But shocker, the people at the call centers are the only ones with the power to resolve the issue. Therefore, if the issue isn't resolved by the end of next week October 6th (which is being more generous than it should be) I will be cancelling anything I have tied with verizon. The issue was not my fault I did everything I was instructed to do and I will not be held financially liable the lack of carelessness and incompetency of verizon wireless, Especially after dealing with this kind of dumb stuff (had to moderate the actual word) for more than 4 years with them.

Verizon_Support

Hello, Josh111111, we can understand it's important to make sure your exchange is processed correctly. So we can better assist, we will be reaching out via Private Message.

-Lauren

Ds429

I have the same issue. This is ridiculous, seems like a huge mistake by Verizon. Used the QR code sent to my Verizon account, UPS confirmed delivery to Indiana. Over an hour on the phone with customer service, filed UPS claim. UPS insists or was delivered, Verizon says no receipt. Another hour on chat. Email that issue was resolved but still getting charged for new phone so clearly not resolved. 20 years with verizon, now want to switch. I did what i was told to do and now am expected to pay $800 for a phone because they sent me an incorrect QR? Clearly if this many people are having the same issue, it is not the fault of the customer?

Verizon_Support

We want to help Ds429. Was this an upgrade? Was a new phone ordered?Where ae you seeing the charge?-Joe

Joelnkelly

Same situation. I have called and spoken to two customer service agents and multiple chats with multiple representatives. The tracking number shows my phone was delivered at the dock on January 17th and the everything went silent. The updates doesn’t even show they have evaluated the phone. I was charged $504 extra on my bill. The last agent I spent 1.5 hours with on the phone put in a credit and it was DENIED by a supervisor . I chatted again tonight and then Verizon texts me that they need more information. I don’t know what more they need I have provided the tracking number and it has shown it was delivered in January. Meanwhile on my bills it tells me thank you for being a loyal customer for 20 years. It should not be this hard to get a credit I deserve when upgrading a phone and have proof it was sent back. Extremely frustrated at this point.

Verizon_Support

Hello Joelnkelly, this is not the experience we want you to have when upgrading a phone. We'd like to take a look at the issue and get it resolved immediately. I'll be reaching out to you via private message to get more details.

-Luis

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