On 10/29/2020, I ordered a new phone on Verizon.com. I tried picking up the phone from the store on 10/29 and I was told the phone was not processed correctly and my money will be refunded in 3 days.
My bank account was then charged for the phone even though I did not receive it. I called Verizon multiple times starting on 10/30/2020, where I was told from two different supervisors that a refund had been processed. These supervisors had also promised to follow up via phone call on whether or not the refund had been completed, none of which happened. On 11/13/2020 I was told to go to the store and follow up on a refund via twitter instant message since the account was charged the refund would come from the original store I had purchased the phone.
I went to the store that day on 11/13 and At the store I was told that their system is stating I picked up the phone but it was not activated and was in a “stuck” position when trying to give me a refund.
I was then told by the manager , Juan at the Verizon Wireless store at this location 3401 W Frye Rd Ste 5, Chandler, AZ 85226that they had to place their own dispute/ claim that would take up to 6 weeks to complete and I would hear back from them at that time.
Once 12/26 came around I had still not heard from Verizon and when trying to contact the manager the phone line would go directly to customer service. I then went to the Verizon store on Frye to follow up on the refund and I was again told that they had to place another dispute/claim to their treasury in order to get a refund.
When asking about why I had not heard back from the 1st dispute that was should have been placed on 11/13, why I never received any follow up information, or why the refund still hasn’t been refunded, the manager Juan was unable to answer any questions.
I waited an additional month to follow up on my refund where I have spoken with a verizon associate that works at the Verizon store on Frye. As of 1/29 she told me another dispute/claim to their treasury would have to be filed as the other claims were not be heard from. She then stated through text message that it would take at most 12 days for the money to be refunded and that she had personally put the claim in herself.
It is now 2/15 and I have no refund or any update regarding my refund. I am requesting my full refund and additional compensation due to Verizon’s mishandling of the situation.