I returned a phone that wasn't working properly and the screen was damaged in transit back to Verizon (in their provided return packaging). Now I'm getting billed $299! I've been a customer of Verizon for 13 years but this is the last straw. I spent over an hour on the phone talking to three different people and no success. I'm switching to Sprint and letting them buy me out of my Verizon contracts if someone doesn't reverse this charge. Would like to contact senior corporate, does anyone have a suggestion? Otherwise I'm heading over to the Sprint store tomorrow.
ATTN: Correspondence Team
PO Box 5029
Wallingford, CT 06492
The address I was referred to when I wanted to escalate above a supervisor at one point.
But about your actual issue they way Verizon's looking at it is that they received a damaged phone. There's not really a way to prove if you were the one who damaged it or not. (I'm not saying you did but that's how the business side of things works) If I were you I would call in and have them file a case with USPS or whoever the return shipper was. or you could contact them directly to file a claim if you have a tracking number.
I've only dealt with USPS and no other carriers but I was able to get reimbursed for a tablet that I sent to my mother that she received pretty much destroyed. ~ Good luck with getting your bill fixed.