On March 3, 2015, I ordered two “iPhone 6 plus 64 GB” along with 2 protective cases from verizonwireless.com/. The iPhones were on the edge plan, one was an upgrade and the other was a new line being transferred from Sprint. They were to be shipped overnight. FedEx attempted delivery on March 4, 2015, but we were not at home at the time. There was a snow storm on March 5, 2015 so I don’t think there were any deliveries that day. On March 6, 2015, I checked the tracking information as I had not received the packages yet. The tracking information said they were delivered but I did not have them. I had to call FedEx twice on March 6, 2015 to find out where they were delivered. They called me back and told me they were incorrectly delivered to the Verizon store and were going to attempt to retrieve the packages and redeliver them. I called FedEx back on March 7, 2015 and found out they were delivered to 14937-C Shady Grove Rd, Rockville, MD 20850, which is The Wireless Center, Inc. an authorized Verizon retailer. I went to this store that morning and the store clerk told me that he remembered them receiving two packages with iPhones and cases, and they didn’t know what they were for. He looked about the storage room a few times but was not able to locate them and called his store manager who was on his way to the store. I came back later to the store and spoke with the store manager and he told me they didn’t have my packages and that I would have to call Verizon to resend the phones. I called FedEx again on March 7, 2015 to let them know that it was unlikely that they would be able to retrieve the packages. I called them again the following week on March 10, 2015 and they confirmed that they were unable to retrieve the packages (Spent a total of 37 minutes on the phone with just FedEx trying to track down the shipments). I also called Verizon Wireless on March 7, 2015 to get new iPhones shipped. I told the customer service rep. the above information and requested to get new phones sent. She told me that she initiated a “ticket” and would call me back in 24 hours and she confirmed that she would be able to call me in 24 hours as the following day was a Sunday. I never received a call back from this customer service rep. I called Verizon Wireless again on March 10, 2015 to check to see if new iPhones were sent and when I should expect to receive them. The customer service rep. told me I should call back tomorrow as there was no update to the “ticket.” So I called back on March 11, 2015 and got the same response that there was no update to the “ticket” and to call back tomorrow. So again I called back on March 12, 2015 and at that point I just wanted the nightmare over and the orders canceled and refunded so I could maybe try ordering again at a later time(Maybe with another phone carrier as my years of loyalty was running thin). The third time was the charm so I thought, the customer service rep. on March 12, 2015 told me the orders were canceled and my plan would go back to what I had before the orders as well as refunds for the protective cases. Well that has yet to correctly happen. I received a refund for one of the protective cases on March 12, 2015 for $35.76, but still have yet to receive a refund for the other protective case that was charged to my credit card on March 4, 2015 for $27.81. I got a huge surprise as the nightmare continued, when I got my March 15, 2015 phone bill. It had all the charges for the new iPhones as of March 4, 2015 that I never received. So I called Verizon Wireless again to correct. The customer service rep. said it would be corrected on my next phone bill. So I waited for my April 15, 2015 phone bill and it was missing the credits that I was supposed to receive and still charging me for the edge installments for one of the iPhones that I never received. So here I was again calling Verizon Wireless, this time the customer service rep. told me that she initiated two forms to process the credits and I would be contacted within 7-10 business days. Which is where we are now, still waiting for billing credits and having already spent over 120 minutes on hold or speaking with Verizon Wireless customer service reps. and another 37 minutes speaking with FedEx customer service reps., not to mention the 20 plus minutes ordering the phones and the other 20 minutes spent trying to recover the packages at the Wireless Center, Inc. store. Over 3 hours of my time wasted and I have got nothing and the issue is still not resolved.
1st - any charges on a credit card, call the credit card company and dispute those charges
2nd - get all your paperwork together and in order of the timeline of events and file an official complaint with Verizon.
If you're a Postpay customer, you can dispute your bill within 180 days of receiving it, but unless otherwise provided by law or unless you're disputing charges because your wireless device was lost or stolen, you still have to pay all charges until the dispute is resolved. If you're a Prepaid customer, you can dispute a charge within 180 days of the date the disputed charge was incurred. YOU MAY CALL US TO DISPUTE CHARGES ON YOUR BILL OR ANY SERVICE(S) FOR WHICH YOU WERE BILLED, BUT IF YOU WISH TO PRESERVE YOUR RIGHT TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING SUCH DISPUTE, YOU MUST WRITE TO US AT THE CUSTOMER SERVICE ADDRESS ON YOUR BILL, OR SEND US A COMPLETED NOTICE OF DISPUTE FORM (AVAILABLE AT VERIZONWIRELESS.COM), WITHIN THE 180–DAY PERIOD MENTIONED ABOVE. IF YOU DO NOT NOTIFY US IN WRITING OF SUCH DISPUTE WITHIN THE 180-DAY PERIOD, YOU WILL HAVE WAIVED YOUR RIGHT TO DISPUTE THE BILL OR SUCH SERVICE(S) AND TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING ANY SUCH DISPUTE.
I am still wondering what brainiac at FedEx decided to deliver your packages to an authorized retailer. The rule is that if the package is un-delirivable after the 3rd attempt that it gets sent back to Verizon Wireless. That's just mind boggling. So I am sure that you'd have some recourse with FedEx too.
Thanks I will pull the paper work together. Hopefully they don't cut my phone off before they fix the bill as there is no way I will be paying it until it is corrected.