Paying for phone I did not activate and took back to Best Buy
Enthusiast - Level 1

I have tried to resolve this issue many times since July 2021. I have tried over the phone with Verizon. Twice I was disconnected when being transferred. I tried to do an online chat and it was also disconnected. I have tried to go back to the Verizon in Best Buy multiple times and nothing is getting changed. So here is the story.

I bought a BOGO deal with the LG G8 Thin Q and it was near the end of the payment plan. I entered the Verizon in Best Buy in Idaho Falls, Idaho on July 10, 2021 and was told about a Samsung S21 deal for two phones that I was eligible for. They said that I could simply pay off the remaining balance on the BOGO deal and get the new phone deals on the Samsung devices. My biggest mistake in all of this was trusting the Verizon representative at Best Buy who did not know that I could not “stack deals.” I learned this after talking to a Verizon representative on the phone. As I recall, a corporate Verizon representative called and told me that I could not stack the deals so I returned the phones on the day that I was supposed to pick them up as they were not in stock on July 10. I walked the phones over to the Best Buy return desk right then on July 16, 2021 and they were unopened and never activated. I have attached the original receipt and the return receipt. The manager at Best Buy said that once Verizon acknowledged the return of the phones, that the BOGO would be restored and all would go back to normal. That has not happened.

Why has it taken so long to get this resolved? My father died unexpectedly on July 15, 2021 and my mother was diagnosed with stage IV colon cancer. So for the last year and a half, I have just paid the bill knowing it was in error and worked to take care of my mother.

When my wife went in last month and talked to the manager again, they said that it was Verizon’s fault because they never acknowledged that the phones were returned. I think he doesn’t know what to do with us and is stalling. How can it be my fault when the phones were returned unopened. The manager said that they needed to “find” the phones. I will not deal with Best Buy Verizon anymore…or any other retailer except a certified corporate Verizon Store. I now know the difference. Ever since then, I have paid for the second LG G8 Thin Q phone and I was charged for one of the S21 phones that we never activated. I can look up all of the specifics, but know that you can as well. My wife has all of the bills saved.

I have never had another wireless provider. My first cell phone was with Verizon and I would like to stick with Verizon, but want to see some resolution to this. I can send you a link with the receipts for the purchase and return of the phones. I found a correspondence address online for Verizon and can send copies of the documents there if needed.

Please let me know what to do to help get this resolved.

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1 Reply
Customer Service Rep

Thank you for bringing this to our attention, chirodoc. We'd be more than happy to look further into this return issue with you. In a few moments, you should receive a Private Note from us. Please reply there, so we can look further into this issue with you.