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Damaged Phone Fee

I have previously sent in three LG5 phones that have had various issues ranging from inability to charge to GPS malfunctions.  My last phone had a life of its own and when set down would flip through various screens.  I was asked if there was any damage to the phone and I was unaware of any at the time.  The representative said that the flipping screens was a software issue and that I would not be charged if so.  I had them write it in the notes that I would not pay a fee if I sent it in.  Since this time, I was sent an email that said that I must pay $299.  The representative sent me a photo with a tiny crack and said that I must pay $299.  They are going back on their word.  I asked to speak to another representative because the first one was impossible.  I am disappointed that Verizon will not hold to their word.  

Re: Damaged Phone Fee
Customer Support

Receiving proper information is paramount especially when dealing with money and service. We are here to assist. To clarify, there was no crack in the screen as depicted when you returned the phone? StanleyC_VZW

Re: Damaged Phone Fee
Sr. Member

What word was broken? They trusted your word that the device didn't have physical damage and they received a device with a crack.

Re: Damaged Phone Fee
Sr. Leader

@KatherineG2   Aren't these phones way out of warranty?   If so they should be replaced through insurance or just replaced via upgrade.