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Verizon will not cancel my payment plan for a phone I’ve never received

Can someone please help! December of 2022 I ordered a iPhone for one of my lines, while tracking the phone UPS tracking said “damaged in transit” returning to sender. At that point I called Verizon and I was told NO PROBLEM once the phone is returned we will cancel the payment plan the upgrade will be back on the line and you can re order. After 100’s of calls to customer service and being told numerous times no problem sir in 24-48 hrs this will be corrected, here I am in July of 2024 and it’s still showing the payment plan AND CHARGING ME! Now that line needs to be cancelled and I cannot cancel because it’s saying I have a balance on a phone I’ve never received! To make it worse ever time I call they say “yes sir we see the notes and you are correct we apologize” I don’t know what else to do her I’m trapped. Can someone please help/guide me on what to do besides calling an attorney.

Comments

Verizon_Support

We certainly don't want you to feel trapped, or to be paying for something you never received, Rmerkel. I would be happy to take a look into this and help achieve a resolution. Since we will need account access to help with this, please be on the lookout for a private message from us.

-Joseph

Rmerkel

Thank you, to be honest you are probably the 10th representative to look into this. Hopefully you can help

MorganJH

I am going through the SAME thing at the moment. I have spoken with over 10 people and they just keep telling me there is a ticket started and to wait. It's been 3 weeks with ZERO progress. I've called twice weekly and nobody helps. I now have a bill due that has a phone I never received and a phone number that was supposed to have been cancelled

Esetser

I'm in the same boat. Wife's new phone got porch pirated. Reported it stolen straight away. Have had to talk to multiple reps, always getting the runaround and being asked the same info over and over. Last one "submitted a ticket" but I have no way to check the status on it. So far it's still on this month's bill and still showing on her device list.

Rmerkel

I HAVE YET TO RECEIVE A MESSAGE!

Rmerkel

I wish you luck, I’m going on 2 years of this fight

Verizon_Support

Hey there, Esetser, we don't want you to be charged for a phone you did not receive. So we can better assist, we will be reaching out via Private Message.

-Lauren

Binva2

I am also having a similar issue, except mine never shipped. I'm currently being charged for a phone I don't own and if I don't send in my trade in, my current phone, in 2 weeks I'll be charged the full amount. I can get nowhere with customer service. My local guy in the store even tried to help and got nowhere. I'm about ready to take my service elsewhere.

Verizon_Support

Hello Binva2. I am sorry you are experiencing this same issue. Please watch out for a private note from us as we want to help get this resolved for you. -Sara

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