Being charged for a returned upgraded phone for damage or not my phone

[wferris731]

So back on 01/02/2022 I received my new upgraded i phone 13 pro max , I paid my old phone off 1 month early. My old phone was in perfect condition , always in a case and screen protector on it. So I used it up until I sent it back , even used the i phone to phone to transfer data over .  I packed it into the packaged I received from Verizon and mailed it back to them, I was supposed to get 800.00 trade in valve for it. So my next 2 bill showed the correct trade in amount on my bill, than my next bill showed all subtractions and a new trade in valve of have the amount , when all i received was an e-mail say that my phone was received .So I called and spoke with someone told them the story and was told I have to transfer you to a supervisor , which they did. I told the  supervisor what had happened and she said let me look into it , put me on hold , came back and saidThe phone was damaged when received ,  not to worry you have be a customer for over 20 plus years and we will make this right. She said you are not responsible for the damaged phone durning shipping and she will credit my account. It will take 7 to 10 days for the credit to show on your account. I thanked her and hung up. So I waited 2 weeks and no credit, so I called was put on hold while they looked into it only to tell me nothing in notes and can not do anything for me. I asked to speak to a supervisor and was put on hold for and hour to get put into a cue to wait to speak to a supervisor , on hold again, Finally get to speak to a supervisor , and he tells me nothing he can do I am responsible for old phone and to try to file a claim with the shipping company , that Verizon sent me all the packaging for. So I told him I will being leaving and find another company and he said he didn't care , great customer service. So I'm really annoyed ,so I start a chat on the website and this person asked me did you get pictures of your phone , I said what pictures ,I just received an e-mail that they received it. She said they should have sent you pictures of the damaged phone, She gives me a phone # to call where the phones get returned , to call and ask for the e-mail of the pictures to be sent to me . I had enough for one day. The next day I call only to be asked why I was calling , that this was the wrong # and she would transfer me, she does and on hold for 1 hour get discounted and have to start al over. So I CALL AGAIN , and put on hold bounced around from person to person , discounted call back transfer again to finally get someone to keep me on hold and she calls around to get the person to e-mail the photo's on box and phone , she waits for me to open e-mail , hours have gone by, she says the notes say phone screen cracked, unresponsive, and damaged ,scratched , only getting half trade in valve . I long at the pictures of my phone and tell her this is not my phone it was in perfect shape , no scratches or cracks and I used it until the day I returned it. I said how do I know that is my phone, she says it's bar codes. I hang up , annoyed. So here I am going to get away from this company after 20 plus years of paying a car payment every month for over 20 years . First I do think That is my phone it is to messed up and could not have be damaged that bad in shipping, @ND the address is shipped to Texas and the pictures are from Florida . Just terrible I have upgraded may times before and never had a concern like this before . I am finding out how much I'm responsible for and the best time to change carriers, BY BY VERIZON, OVER 400.00 DOLLARS A 20 PLUS YEAR  CUSTOMER IS LEAVING , NICE WORK !

[vzw_customer_support]

Hi, wferris731. We appreciate your many years with us and I certainly share your concerns about the trade-in on your account. We don't want to see you leave and I want to ensure that we're able to do everything that we can. Additional information on our Damaged Device Fee is here: https://www.verizon.com/support/damaged-device-fee-faqs/ We would be able to verify that the phone was the one active on your account using the unique Device ID that is assigned to each smartphone. Let us know if this clears things up. 

-Lorenzo

[wferris731]

So I never received a damaged phone e-mail , with pictures just an e-mail saying I got a credit on my account for returned phone   nothing about damage. Than I had to call and waste a least 6 hour on the phone as you can see from my e-mail. Than I finally get the pictures of box and phone, can’t see how phone got damaged in the box . That is not my phone .MY PHONE WAS IN PERFECT CONDITION, no scratches on it and it worked . SO WHO’S TO SAY THAT IS MY PHONE BECAUSE SOMEONE PUT A LABEL ON IT WITH A NUMBER . 
SORRY I’M NOT BUYING IT , WAS GOING TO UPGRADE ANOTHER PHONE BUT NOT NOW , I’M GOING TO TAKE MY VERY VERY LOYAL CAR PAYMENT,BUSINESS ELSEWHERE IF THIS IS NOT RESOLVED, 20PLUS YEARS AND THE RUN AROUND I GOT SHOULD WARRANT AT LEAST THE DIFFERENCE OF WHAT I WAS PROMISED. I’ve upgraded many many time with no issues . Just the way I was spoken to , TERRIBLE 

W FERRIS 

[vzw_customer_support]

Good morning, wferris731. Please know that we truly value your 20+ years of loyalty, and we never want you to consider leaving us. I'm so sorry this has been your experience. 

Also, as for the returned phone, $800 is a lot of money, to just lose. I'd be just as upset over this. I sent you a Private Message. Please reply to me there.  -Vanessa

[wferris731]

Hi thanks for message 

but all the time I’m wasting is unreal 

could you call me to discuss before I’m home 

w. Ferris 

[vzw_customer_support]

We do also offer telephone support at our regular toll free number, including options to request a call. You'll be able to access those options here: https://www.verizon.com/support/contact-us/#mobile#billingandpayment To proceed with a support team online, please feel free to reply to your support message. Either option will be fine for support. We hope you have a great day.

- Henry