I am writing to formally express my frustration and disappointment regarding an unresolved issue with my bill. Despite multiple attempts to resolve this matter with your customer service team, there has been no resolution or adequate communication from your side.
Recently, I returned a device to Verizon using the provided return label. I received a tracking number, which confirms the device was sent as instructed. Unfortunately, it appears the device was either lost or stolen while in the possession of UPS. Despite this being an issue between Verizon and UPS, I am being unfairly penalized with a $500 charge on my bill.
I was assured during my prior contacts with customer service that I would receive a credit for the device within 48 hours. It has now been five days since that promise, and I have not received any updates or resolution. This lack of follow-through and accountability is unacceptable.
To be clear, I fulfilled my responsibilities by returning the device as instructed and should not be held liable for events outside my control. I will not be contacting customer service again and instead expect Verizon to take responsibility and contact me with a resolution.
Until this issue is resolved, I will not be paying the $500 charge, as I have done everything required of me. It is now your responsibility to resolve this issue with UPS and ensure I am not penalized further for your logistical mishandling.
I trust that Verizon will take this matter seriously and resolve it promptly. Please contact me directly with an update or solution.
We definitely hate to hear that you have an ongoing issue with the charge and want to help make this right! We will be sending over a private note so we can partner with you on this.
-Meg
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