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When can I get my credit refunded?

I upgraded from Apple Watch Ultra 1 to 2 in October 2023, paying off $200, but instead of receiving a $200 credit, I ended up paying $200 without receiving the device. Despite contacting customer service, they claim I received it. They assured me the credit would be processed between billing cycles 1-2 from October 2023 onwards. Today is March 2024, yet they insist the credit will be processed within 1-2 billing cycles. I requested Verizon to return my Ultra 1 watch, but they refused. This situation feels like Verizon has stolen my watch. How can I resolve this issue?

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Verizon_Support

Hello, Jun3489. Thank you so much for this info. Help is here as we always want to fix and resolve any concerns regarding your account, bill and devices. Just to clarify, you had the first Apple Watch Ultra but upgraded to the Apple Watch Ultra 2, correct? Was there a promotion stating you were to receive $200 off the Apple Watch Ultra 2? Was this a monthly discount totaling to $200 over the course of your Device Payments for the second watch? Please provide details as it will definitley help with resolving this issue.

-Natasha

Jun3489

I upgraded from Watch Ultra 1 to 2, returning the 1 and receiving a $200 credit. However, Verizon charged me $200 again, claiming they didn't return the device. I paid it to avoid service interruption after receiving a message stating so. I've had over five consultations to get the $200 refund, and each time, they confirmed the return and assured me of the refund. It's been five months, and I still haven't received the $200 refund.

Verizon_Support

Thank you again for this info, Jun3489. In your most recent response you stated that we charged you $200 as we did not return the watch. Just to clarify, are you stating we never received the first watch as a trade-in? If yes, do you have the trade-in submission ID or the tracking number of the first watch so that we can investigate this?

-Natasha

Jun3489

I sent it and Verizon confirmed it but system not updated. So they changed $200 to me. But all verizon agent confirmed my retuned watch.

If you open my account information and they leave a note or check my support history.

Verizon_Support

Jun3489, we're unable to see your account from communicating here. Not to worry, we will be sending you a Direct Message so we can get account access.

-Melissa

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