Phone Replacement Issue
tridentxan
Enthusiast - Level 1

I'm currently having technical issues with my iPhone 12 Pro Max. I have full coverage on the device and it's paid off in full. The ear speaker on it doesn't work the way that it should and the battery drains to the point where I can't go a hardly half a day without having to charge it just using it intermittently. 

I tried processing a claim and it told me that it was a malfunction of the phone and to call the provided Tech Coach line. I called the number and they proceeded to tell me that I can't get a replacement device until my bill is caught up since it is past due. Verizon continues to add on additional charges on devices that are already PAID OFF and not receiving service with Verizon any longer to the point where the current balance due is over $1,000. 

I utilize my phone for both work and personal use. I can't upgrade it since the bill is past due. I can't process a replacement claim since the bill is past due and keeps racking up ridiculous charges. If I wanted to fix the speaker and battery out of pocket, it will still cost me almost $300-400 with non-genuine Apple parts and I lose FaceID because of it. I'm at a complete loss right now and I don't know what else to do.

Tech Coach told me that they were working with financial services to see if there was a way to look past the past due balance so that I could receive a replacement and that they would call me back at a designated time. I received a text with that time, but no call was received and no call back number was given. I have since tried to call them back with no luck.

I'm not sure what else to do. I can't afford to pay that much out of pocket just to fix it and I definitely can't pay that large amount at once. Please advise.

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3 Replies
vzw_customer_support
Customer Service Rep

Thank you for reaching out to us. Does the device have any sort of damage? 

~Ivone

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tridentxan
Enthusiast - Level 1

Hi Ivone,

No, the phone doesn't have any water or physical damage of any kind.

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vzw_customer_support
Customer Service Rep

We're glad to hear that the device doesn't have any damage, tridentxan. I know having a past due balance on the account can certainly make some challenges for placing any type of equipment order, and it sounds like you have some billing concerns that we need to address as well. Please be on the lookout for a private note from us so that we can better assist.

 

-Joseph

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