Please help, Verizon is charging me for a returned device that came up as an empty box

[Verbaltek]

Hello Everyone,

I have done all I could to right the wrong that Verizon is doing to myself and I'm sure others have experience this same issue that I'm going through. Back in April 2012, I was having issue with my phone overheating and losing charge quickly; so, I went to Verizon Wireless store and see what they could do about it. They offer to order me a certified like new replacement iphone 4s and I told them yes that will be good. A couple of days later, I received the replacement iphone. So I packed my defective iphone 4s and follow everything that was on the return instruction. I packaged it and used the smart post return label as was instructed on the paper. I went to my local USPS and dropped it off to their associate. I kept the tracking smart post label receipt; so, I could tracked it. On April 18, 2012 the phone was delivered and accepted at Ft Worth, Texas which is the Verizon Wireless warehouse. Two weeks later on May 2, 2012, I got a text msg stating that my account will be charge 500 dollars for unreturned device. I called customer service and spoke with a rep named Domenik. I asked him why was I getting charged this amount when the phone has been delivered and accepted on the 18th of April. He told me that the warehouse was slow and sometimes lazy to process it (if verizon doesn't believe me, i'm pretty sure they record this conversation call and I can ask them to play the recording of this call; so, they can hear that this was said to me). I didn't make a big deal about it as long as they are able to resolve this and take the charge of my account. Domenik proceeded to start a returned investigation form to their warehouse and gave me the form # 119072. He said that everything will be taken care of it. So, I asked again if there was anything I needed to do on my end and he said no. I took his word for it and just waited.

About couple of weeks later on May 30, 2012, right about the time I usually get my bill update from Verizon. I got the bill and it was large amount ($1,136). I called customer service again, to find out what is going on and why is my bill so high. I spoke with a rep named Gibelle and she told me that when the return investigation was done the box came with no phone. I was asking her how can that be? She was telling me that there was no phone and that I should contact their fraud department, which happened to be close by the time I called. The next day on May 31st, I spoke with a rep named Daniel who actually was helpful and polite. He took it a step further and see if he can look up the phone with the IMEI number. To verify it, I gave him the IMEI number from the original box of the iphone and it matches the one that is active since May 11 on a different Verizon Wireless account. So he tried to give me a credit pending for 849.99 which got denied since the box came as empty.

I called again to follow up and ask why are they denying it. I spoke with this rep named Aliyah, who was very rude and didn't belong in the customer service field. She wasn't very helpful and from the sound of her tone, she was suggesting if i were you I would file a police claim and telling me that this out of their hand. So I asked if I could talk to her supervisor; a moment later after being on hold, I spoke with a supervisor named Ken. I explained my situation to him and he says that he understands and that he'll open up a fraud case with their fraud department and he'll follow up with me after about 24-48 hours.

From what I have experience so far; I didn't want to rely on any Verizon employee. So I called the customer service and asked to be transferred to their fraud department. I was able to get in touch with someone in the Fraud department and get a case started. I was told it would take 3-5 business days to follow up from the date it was open (June 3, 2012). I waited after 5 business days and heard nothing. I called directly the Fraud department that following Saturday and spoke with a rep named Shannon, he told me that it looks like my case hasn't even been looked into but he said that'll he would be able to transfer me to someone who can have access to more information regarding my case. So I spent about an hour on hold, and I ended with him again and he said that they were short on staff on the weekened and experiencing high volume calls. He suggested I call back later and try again. I called back several hours later and spoke with Rob. He told me the same thing that I would need to call back and talk to someone who has more access to this case. So, he recommended I call back on Monday. That following Monday, I called back and got a very unhelpful and rude ( right from the very beginning) rep named Aneth. She was telling me do you have the return receipt and told me that without it they can't do anything. This was completely something different from others have been telling me when I started this case. So I told her, no one has told me that this required in ordered to start this investigation case. I asked to be transferred to a different rep that is willing and knowledgeable about what they're doing. I was then transferred to this rep named Leean and tried to help me. I told her my situation and everything that I have done my end. She asked to file a claim with my local USPS and FedEx. I told her I have done that already and there were nothing that both USPS and FedEx can do for me. USPS have said that it was a prepaid label and I wouldn't be able to file a claim and that I wasn't the recipient. She ended up telling me that I would need to get USPS and FedEx to contact them and that they would speak on my behalf regarding this case. So that night, I called FedEx again and see what they can do about the starting a claim case and calling Verizon. I spoke with a FedEx rep named Jim and he told me that they won't be able to do anything; since, it was a smart post return label. At this point, I'm running out of options that I can do on my end to resolve this issue. I went to my local Verizon Wireless store and ask to see if they can help me with this issue. I was told to file a police report. So, I finally filed a police report at my local police station. The police officer gave me the case number and will see if anything can be done about this. The police officer even said I hope they're not charging you for this and I said, "yep verizon is actually charging me for 850 for this". He was surprised when he heard that. 

Today, I just a voicemail from the Fraud department stating that this investigation has concluded and that it wasn't fraud and nothing can be done about my issue. My bill is about to be due on June 20th, and I told the customer service rep and the reps from the fraud department that I will continue to pay my normal monthly bill but I won't pay the 850 dollars.

I ask and beg anyone out there who has experience this same issue as myself or who is going through the same; for information or help on how to get this resolve. I feel like verizon is giving me the run around and shafting me big time. I have been a Verizon wireless customer service since my freshman year of college and I don't want to leave Verizon. They have been good to me the past 10 years and have gotten great coverage on their network. This is the very first time I'm experiencing this with Verizon and so far it has been a nightmare. I followed everything that was on the return procedure and used the smart post return label and in the end, I'm the one that is being penalized for it. It's insane that Verizon won't do anything about it and keeps telling to try a FedEx claim or USPS claim. This is robbery, unfair, wrong and they shouldn't be allowed to do this to their customers. I will continue to fight this because I know for a fact that I returned that iPhone in that box; which is now currently active since May 11 on someone else's account. So, please anybody who can help me out regarding this matter; I would greatly appreciate it.

The last option I can think of is to take this up to court and hire a lawyer. I don't want to leave Verizon but if it comes down to it, I guess I will have to. This is wrong and I asked everyone who can help me to please do so. Sorry for my rant, but I have done everything that I can do to resolve this issue but it has gotten me nowhere. It's just unbelievable and sad how Verizon could treat their customers like this, get away with it and not even help.

Thanks Verizon wireless for shafting a loyal customer. Loyalty goes both ways, I guess with Verizon it's only 1 way.

[stoor]

Hi

This is Sheela << name removed for privacy >> - I have returned a rental device to Verizon in January. They confirm that that Fedex has delivered the box - but I have been charged $375 for the device. I have spent countless hours on the phone trying to get the credit - the standard reply from customer service is - we have received the package - not the phone - we have filled out a form on your behalf thrice - not received any reply from the Verizon warehouse - which means we never received the device - hence we have charged you.

They do not provide any supervisor to speak to. They do not have any contact information for verizon warehouse - this is ridiculous that Verizon can keep claiming they have received an empty box. I have kept all the photographs taken while packing the phone and my fedex tracking number is xxxxxxx.

After this horrible experience with Verizon I have moved to another provider. I have now received the last bill from verizon without any credit for the $375 they have stolen from my account as I had set up auto-pay earlier.

Now verizon financial is threatening to send my last bill to collections. I have told them I will pay the bill minus $375 and they do not accept it.

All help, guidance highly appreciated

Message was edited by: Verizon Moderator

[vzw_customer_support]

Hi there stoor!

Right off the bat, I know we're not talking about pocket change here so I want to start by saying that I'm extremely sorry for this entire ordeal. With that said, I truly appreciate the opportunity to address this matter.

Since this is definitely something we want to look into further, may I ask if this rental device you're describing is with our global travel program? You've obviously done a great job between sending the package and making sure photos were taken. Additionally, I'm glad to know we've filed the proper investigations to research matters at our warehouse. May I ask if you've filed a claim with FedEx or spoken with them on this matter? If not, we'd be more than happy to go above and beyond to get all parties involved and remedy this situation as best we can. After all, we don't want you having to call constantly nor worry about your past due amount. Also, we're sad to know you've left but we still want resolution. Please let me know so we can go further.

EvanO_VZW
VZW Support
Follow us on Twitter @VZWSupport

[X101436]

I need help too!  I'm faced with the same issue.  We shipped a phone back that neither the post office nor Verizon can locate (the post office has no record of the package).  I've called Verizon about 6 times to try to straighten out and they are useless.  They are supposed to follow up with me but never call back.

[lbh1958]

We are in the same situation. We shipped two phones and they told us that they received the first one not the second, so we checked on that phone. Then another agent tells us they received the 2nd not the first. Same story with the warehouse. We have been customers since 1996 never had an issue. We've been dealing with this issue since February 2013 and of course never get call backs we have to call & tell our story over & over. Some agents are polite some are not. It sucks that they've become so big that I think they don't really care about the little guy just the corporations.

[vzw_customer_support]

We should always be polite and professional to our valued customers Ibh1958! It sounds like your concerns have been reviewed. What were the results of the investigation with our warehouse? Was the same tracking number and box utilized for both devices? If we are unable to locate a specific handset using the tracking and serial number, I apologize our control is limited at that point.

Sincerely,

JonathanK_VZW
VZW Support
Follow Us on Twitter@VZWSupport

 

[Robcast]

I am in exactly the same situation you are, after many phone calls and wasted hours, i was told by a manager named Chris to contact Verizon thru the website.  I guess 13 years being a loyal customer doesn't account for anything. I will be contacting the local news department to see if they get answers, also I would like to get in contact with other people in the same situation, to see if together we could this issue resolved.

[nlitend]

If the local news has nothing better to report than one individuals cell phone woes i want to live in a town that quiet.

[ArnettH_VZW]

Hello Verbaltek,

     If it's one thing that gets an immediate reaction from our community members, it's an inaccurate bill. We want to make it SUPER easy to do business with us, which is why I am personally reaching out to you! Please accept my sincerest apology if this issue has caused any frustration for you! With your permission, I would like to look into this for you so we can customize a solution for you. Since I need some account sensitive information, may I request that you send me an e-mail with your full name, mobile number, contact number, and a summary of the issue. Also, please include the initials ^AH in the subject line next to your topic. This will ensure that your e-mail get forwarded to me as I want us to partner together on this issue. My e-mail address is vzwsupport@verizonwireless.com. I look forward to hearing from you my friend!

Thank you...

ArnettH_VZW

Follow us on Twitter @VZWSupport

[jdonnell]

I would like someone to help with my account. On June 30th a replacement phone was shipped to my husband. After countless hours on the phone with customer service, that phone was deemed defective by customer service. We could not transfer pictures back and forth from the two phones. We were told to hold onto the phone until the new one got there and then return them at the same time. The second replacement was shipped 7/13/2012. After working through all of the transferring of the data, we returned the phone. Verizon Wireless has stated that the shipment was received on July 31st, but they only processed one phone. I called customer service after receiving a bill with the charges on them. They told me they would open an investigation. Verizon’s CSR incorrectly filled out the form and my investigation was closed without notify me. I called a few days later to check on the status and that is when I was informed that the investigation was closed because of the form being filled out improperly. The new CSR opened another investigation. A few days later, I got a text message that was closed as the phone was not found. I called again. That representative told me that the original investigation was closed, but they were opening up a more detailed one. A few days later, I called again. Once again to be told that the investigation had really been closed on the 20th, and Verizon was not looking into any further.  They told me that I needed to call FedEx. I have called FedEx asking about the weight of the box... trying to prove that the two phones were in the box. Because it is a prepaid shipping label provided by Verizon, they DO NOT weigh the packages when they are received from a customer and being returned to Verzion. Furthermore, Verizon does not sign for the packages when received nor do they track who processes the package.  Today, I filed a complaint with the BBB and have no idea where else to turn.  From other blogs, I have been told that my only hope is to get at Verizon to sincerely take an interest and to monitor the ID number of the phone; hope that it gets refurbished and put back into service. Then I can prove that Verizon reissued the phone.  Which typically takes a few months.  I have never paid a bill late in my life, and Verizon’s CSR have told me to cancel my auto payment, only pay the regular amount, and keep calling back to check on if the phone has been processed by the warehouse.  I need someone to monitor the phone ID.  I am not sure if Verizon has a database of phones that it decommissions as well? 

[noslrac]

Empty boxes showing up at the Verison warehouse... how about the wrong phone in the box?

Verizon is telling me that I returned a Blackberry instead of the iPhone 4s that I DID return.  My account has been charged $650.00 for the supposedly unreturned iPhone. The Blackberry that they claim was returned has never been owned by me and the Warehouse took no pictures of the returned phone or the box it came in (which I've been told they are required to do).  This nightmare started on June 30th and I stopped keeping track of how many times I've been told that the Warehouse is just a mess.  I offered to come to the Warehouse and find the iPhone that I returned but they didn't think I was serious - I am.  My guess is that my returned iPhone has already been sold to somebody else as a "like new refurb". The customer service representatives have all be very nice and sympathic and they are all frustrated by the "Warehouse".   We are at a loss as to what our next steps should be...

[jar72]

Hello!  I just got done reading your post and we are going through this now.  We received and email and text message a month ago saying they haven't received the phone (IPhone 4s) yet and I called and an agent said they did and don't worry about it.  Just last week we received another text/email saying we were being charged 650.00 for not returning the iPhone 4s.  The girl I talked to said the box was empty and their was no phone.  My husband and I are furious.  I watched him put the phone in the box on July4th, and I physically handed it to the USPS driver on July 5th. The phone is defective and we didn't want those charges.  I asked the agent last week to see pictures of the box and she said she would get back with me in 48hrs and she would start investigating this.  That didn't happen.  I called this week at the beginning of the week, since I didn't hear back.  Now this person started an investigation.  I told her I wanted to see pictures of the box(she couldn't find pictures) and I also talked to someone in the Fraud Department.  They will list the phone lost/stolen and to file a claim at the post office which I did.  She said she would call on the 10th.  I called back on the 10th (yesterday) after not hearing nothing in the morning.  I talked with someone else, he has been very helpful so far and said the reason that they don't have pictures of the box is that everything was fine and the only time is when a phone is damaged or their is no phone in a box. As of right now we are furious.  They don't know why or how the first agent said the box was empty.  Four other people looked into this yesterday and don't know where she came up with this.  I asked to speak with her personally and they sent a ticket to her Supervisor.  Now waiting for that phone call.  They also said the phone isn't being used at all.  We did everything we were suppose to in returning it and now a week of stress. 

[NjHull]

Depending on what state you live in, try the state's public utilities commission. I had an issue with incorrect advertising for a TV internet bundle with my home phone and when the PUC got involved they backed down and gave me back my old plan.

Also, do the TV stations in your area have "consumer reports" or something like that? KCRA TV Call 3 in Sacramento will give them negative publicity that they don't want.

[nophonetoday]

I just filed a complaint with the CPUC, The California Public Utilities Commission at http://www.cpuc.ca.gov/PUC/CEC/e_complaint/a_utilitycomplaint.htm      I hope that helps.Same problem as everyone else: empty box syndrome.  Either Postal, Fedex, or Verizon employees are stealing these phones.  A new system needs to be in place if the problem is pervasive, which it appears to be.

[MissGidget]

From what I'm reading here, it sounds like everyone should be contacting the investigative reporters at their TV stations and print media. Here in NY, FOX 5 does a whole thing "Shame On You". It's time to expose Verizon for all of their deceptions.

[stoor]

I am facing the same issue with them - they claim it is an empty box - I guess they want to blame Fedex? Not sure what to do here - approaching local news channel. Verizon is stealing money from most rental device customers - maybe all.

[sluce]

Same thing happened to me.  I spent many hours on the phone many times.  Bottom line was I absolutely refused to pay for a phone that I sent back and after about 3 months (yes, it actually took that long) they finally removed the $600. charge.  It seems to me that when you bring your phone in to them they need to make the transaction right there - not make you mail the phone in and blame you when their method of return is unsuccessful (or was it?).  It's crazy that probably some people have paid them for their criminal actions.  Their crazy method of 'investigation' seemed like a stalling tactic to me - just hoping that if they charged you enough times you'd pay it.  I could go on and on...  Just don't pay it!!!!!

[JessDeWeerdt]

1. Complaint Type:Wireless Complaint
3. Description of Complaint:I have been a customer since 2009, and have had a Verizon phone on my parents contract since 2001 and this is my first problem with Verizon Wireless, but it is a major problem. I upgraded my phone in December of 2012 and got the iPhone 4s, I ordered over the phone with verizon. I got the phone and was upset when it made a horrible "electrical shorting noise", I was afraid the phone was going to catch on fire so I called and sent it back via the fedex return label provided to me from Verizon. I requested that I would like to upgrade to the iPhone 5 instead and pay the extra just incase this was an iphone 4s problem. I got the iphone 5 and it had a problem where no one hear me. I sent the iphone 5 back and they sent me a refurbished phone that rattled like it was broken. I was so frustrated!! I sent that back and finaly got a refurbished phone that works (but I am still mad that I didnt get brand new being that it was within 30 days. 2 months later a bill for the origninal iphone 4s shows up on my account, so I called. They stated that they recieved an empty box that was supposed to have the iphone 4s return in it, but never called me to tell me that!!!! So I have been fighting with them for the last few weeks and they act like I stole the phone! I want to leave verizon now, but I am handcuffed to a 2 year contract. I have spend hours upon hours on the phone with customer service, contacted a lawyer, and about to start a small claims lawsuit. PLEASE HELP!Frustrated beyond belief. << Names removed to comply with >>
4. 1. Desired Settlement:Other (requires explanation)
   2. Desired Outcome Description:I would like for Verizon to agree that this was their problem. Fedex wont let me file a claim because it was a "verizon prepaid label." I don't want to owe them for this phone that was either stolen by fedex or verizon. I would also like to be let free from my contract so I can do business with a company that treats me that way I deserve to be treated.

Message was edited by: Verizon Moderator

[Jakeman1]

Verizon will never agree to or admit to this.  They have their set up with FedEx and the USPS where the two actually pass the packages off to each other and take portions of the delivery process. They also use pre paid labels at a bulk flat rate which saves them a ton of money.

They don't care that you cannot track the packages back to them, they actually like it so they can pull this stuff with their customers.

They don't care that you do not control any communication with FedEx and or USPS and actually prefer it. They pay the cost of shipping. The contract with the shipper is between Verizon and the shipping company.

So a number of things can be happening here. Someone in the receiving department is stealing the phones and selling them on eBay, The device is lost or stolen during shipping, the device is received and since you have no way to track or prove differently, Verizon just charges you and only those that complain with legal action / FTC Action will get their refund etc... and I am sure there are many other things that can happen

[dounnala]

I cant believe there are this many people with the same complaints . Seems to me (my opinion)  that someone at the Verizon return center may be opening boxes and making a killing reselling them.  

I would advise you to search Verizon Wireless thru the BBB website, you can get address and phone numbers to their corporate offices that the Verizon reps will not tell you. You can also find out who the CEO’s are and other higher up officers in the company.

Also file complaints with the BBB and also the Attorney General office in your state.  A lot of people don’t realize the many services that the Attorney General’s Office can provide. Sometimes you’ll get more results from them.  Good Luck!!

[Jakeman1]

John Bianchi Cusromer Service Director

http://aboutus.verizonwireless.com/leadership/executive/profiles/John_Bianchi.html

Executive Offices

7000 Central Avenue SW

Albuquerque NM 87121

[JessDeWeerdt]

Just filled out the BBB app yesterday. Doing the Attorney General form today, and filing a small claims lawsuit tomorrow. Im sick of being pushed around by Verizon.