Trying to keep it concise. Pre ordered a Zflip 6 ended up having a hinge issue which verizon verified being manufacturer defect. Transfered me to asurion for a claim. They stated no charge new device will be shipped in 2 days with a return label to give old phone, phone never arrived gave verizon a call back they said asurion never completed the claim so they sent me a authorized text to order a new phone on a temporary line then to prompt a device return to recieve credit back. Wasnt satisfied but proceeded as the phone was a gift and it bothered them. I return my phone call to activate new device remove the temp line everything get sorted im not paying for an extra line and the activation was not as smooth. Phone delivers on ups and say arrived at fortworth tx dock august 27th verizon emails me they will credit my account for 76.25 the activation fee by august 31st nothing has been credited on my new bill then support ticket is closed and says resolved with a message from agent saying device could not be located at warehouse when they even verified by calling ups that it arrived keeping me on hold for 2 hours. Just recieved an email saying i will be billed the full 1300 by october 13th if i dont activate with verizon for the phone i returned called support again to no avail everything investigated again confirmed the phone was returned but no device agreement canceled or credits being charged continuously for something i returned. Any advice or actual verizon higher up that can manually review everything?
They refuse to call me back on their scheduled times or message me they just close it as resolved
Hello, Jcampos05, we don't want you to see extra charges for a device that is not in your possession. So we can better assist, we will be reaching out via Private Message.
-Lauren
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