In March of 2020 I purchased an iPhone XS Max from Verizon Wireless. Within the 14 day trade in period, I decided the phone was much too large for me. I went back to the Verizon store to trade it in for the iPhone 11 Pro. The particular store I went to was out of the iPhone 11 Pro at the time. They completed the transaction with me and ordered the 11 Pro to be delivered to me. They told me that a return kit for the XS Max would be included in the box that the 11 came in.
I received my iPhone 11 Pro on time and activated it, but there was no return kit for my XS Max. I contacted customer service via the online chat and they told me they would send me a return kit and that it would arrive in 2 days. I even confirmed my address with them.
A week went by, no return kit. I contacted customer support a second time, and again was told they would send another return kit out. I did not receive one. I went back to the Verizon store to try to just return it in person, and they did not allow me to. They told me to contact customer service AGAIN. At this point Verizon started charging me BOTH the iPhone 11 and XS Max because they had not received the XS Max. But they had not received it because they gave me no means to give it to them....
I contacted customer service a THIRD time. They sent out a return kit (again, or maybe for the first time who knows) and told me that the charges for the XS Max would be refunded as soon as they received it. This time around I finally received my return kit. I put the XS Max in the mail right away.
A couple of weeks went by. My new bill showed up charging me the FULL amount for the XS Max. This is $1000 that I do not have, that they were charging me for a phone I fudging returned. I called customer service and was finally able to speak to a real human/supervisor and not an online chat person. She told me that she would request a ticket from a "warehouse" saying that they have received the phone, and as soon as she received the ticket she would call me back.
She never called me back. I waited a few days, but decided to call again. This time the supervisor said they had in fact received the ticket that the phone has been received. He told me to ignore the $1200 charge on my bill and pay what the regular bill amount usually is (about $90). He told me the next bill would reflect the charge being taken away, and the amount of money that they DID charge me for the XS Max applied to my account as a credit.
I followed this Verizon supervisor's instructions. The next bill came, and there was not refund or account credit. There was still a $1200 charge. At this point since the system counts this as an unpaid bill (even though they have the fudging phone they are charging me for), they have turned off my outgoing calls. I need my outgoing calls for my job.
I have tried all day to reach someone to help me, but every number and every chat just gives me automated messages about my "past due" amount. When I finally reached a person, they transferred me to customer service. I waited 2 hours for someone to pick, but Verizon dropped the call.
I have been a customer of Verizon for 4 years and have had 0 late payments and they can't even fudging speak to me.
Does anyone know what I can do? Anyone at Verizon who can help me, please? I can't do my job.
These guys have monopoly, don't care about customers. I am facing similar issue with my recent Airpods Pro order. Instead of helping, VZW customer service guys are abusing on call.