Service disconnected after returning a phone

[Rwh221]

Hi everyone. I purchased a phone in April. The phone I was using was horribly damaged and I ended up with 2 phones by accident. So I returned the 2nd phone properly through the app. Verizon emailed me the return info which I gave to the UPS store and they shipped it for me. Once shipped,  the app updated and all I was waiting on was the refund. About $160. 

So I'm waiting and then noticed a $1200 bil was due in my account. I finally got through to Verizon on the phone and they said they couldn't find it in the warehouse and she had supervisors looking for it. After an hour or so on hold, she came back on and said they were still looking and they would get back to me within 48 hours. Of course nobody got back to me and the next day my service on the phone I kept was disconnected for non payment. If anyone has any advice I'd love to hear it, because I cannot get through again on the phone to a real person.

Thanks everyone 

[vzw_customer_support]

I would also be shocked to learn of a $1200 bill after returning a device, Rwh221. It certainly sounds like there is a lot to unpack here in regards to receiving a second phone that was horribly damaged, and a missing return. We are here to help take a look into this, but I would caution that we have limited hours of support here, and this is not the best place for a time sensitive concern. Please be on the lookout for a private note from us.

-Joseph

[Rwh221]

I have all the information now finally. Here is the actual UPS tracking that Verizon provided me. My returned phone was delivered to your returns department in Fort Worth Texas on April 14th.