I have never had an issue or complaint with Verizon wireless and been a faithful customer without incident and this is the treatment I get.
I had a Google Pixel 3XL that magically stopped working one day. So I had to contact Verizon and of course it was all good because I was covered for no exchange. Mind you I had just paid this phone off probably almost a month earlier than the problem. So Verizon sends me the new phone and tells me to send back the non-working phone to avoid being charged nearly $1100. I was extremely skeptical because Verizon messed up my spouse over after we took a cable box back to the store when we were done with the service and they claim they never got it and the one we sent was the incorrect one. I was completely leery. I chose to be optimistic and said it will go smoother that was several years ago. So, I return the phone next day. I get a text from Verizon reminding me to send the device back to them to avoid a charge. So, I call Verizon to ask about the status of my phone. They provided me with a tracking number. I look up the tracking number and it says it was delivered. I spoke with a customer service agent who proceeded to tell me oh, I see it is in the warehouse and they probably have to review to make sure it is doesn't have any water damage or anything, but it is in warehouse. I asked about the text messages, and the agent said "You can ignore them, they will stop once they complete the review, but it is with us." I still get other texts, but ignore them. Then I get another text about my upcoming bill charging me for the non-returned device. I chat with Verizon again and get another agent who proceeds to say they do not see where the phone was returned. I gave them the tracking number and said the previous agent told me it was in the warehouse and you all had to inspect it, so how did it magically not be delivered, when the tracking shows delivered, your agent said they saw it in the warehouse. They put me on hold and further investigates. The agent says they have to create a ticket and to check back in a few days. I get another notice telling me my autopay is $1100 so I call Verizon back. The agent proceeds to tell me its an error they have the phone and it should not be charged. I asked will it be taken with the autopay. The agent says its best to put it on pause to be safe and gave me step by step instructions to pause my autopay because they saw that the following month's payment was for the regular amount and I could just pay the regularly monthly fee online. The agent also mentioned I would lose the $5 discount until I reactivated my autopay which is fine. I follow the instructions and lost connection with the agent so chatted again and the new agent saw where I had successfully paused the autopay. A week later...Verizon still took the $1100 money from my account. I immediately called Verizon and they claim they saw where they took it for a non returned device and would have to put in a ticket. They also gave me the number to customer service and ask for a supervisor since this was thru the chat. I called and spoke with an agent that was very helpful and truthful about how Verizon operates and refuses to allow customers to talk to supervisors/managers but he was trying hard to message his supervisor that magically went into a meeting when he started discussing my issue and wasn't available. They gave him another name and he reached out that supervisor that was not his lead or team and she walked him through the steps and they noticed where my account was on pause and said it was an error that Verizon took the funds. Also, they said they saw where I returned the device, but the inspection/return department said that it was the wrong IMEII number on the phone. Please tell me how does an IMEII number change after having the phone for 2 years? I have had only Google Pixel 3XL phone in my life and that was the one that I bought from Verizon. I inquire and they said they will put in a separate ticket to have them review that. So now I have paid for two phones and only have one! Verizon is acting like a scam and my next step is to get a lawyer because I refuse to play these games. This has taught me that once this is resolved to make my exit from this company because it has no loyalty to its customers. It may have decent reception in more places, but it's not worth being stolen from because they refuse to do QA and provide real assistance.
Oh the other awesome thing is that the supervisor told me to dispute the claim through my bank because it would be quicker than going through Verizon to get the funds returned. This is sad!
We'd like to more about this accident and see if we can provide a solution. Please, Private Message us for an agent to take a look. - Nick
What other info do you need? Look intro my account and see the issue that is if you ask keep accurate notes in your system.
Supervisor will just ignore you many just hang up as for the phone itself seems odd that it magically changes emei or anything if I spelled that right many others have reported issue with trade in or return phones various reasons given by Verizon
First , I am sorry this happened to you
This is happening to me right now as well. Thank you for posting this. I purchased 2 IPhone 12 Pro Max phones but, realized I didn’t like they were very big and heavy. So I placed them into one box and taped them up and gave it to UPS to return. Verizon sent me a text saying that one of the devices was not in the box and is now considered stolen/missing. They put in a ticket and told me to wait until June 3rd to see if they magically find it. This phone costs 1,199 dollars on top of the contact they still have attached to my account, which would give them a big payoff. This feels a scam, and I have never had this happen to me. I think we all need lawyers. This company if they are scamming needs to be sued. Anyone else have stories similar please share them here and let’s come together and do something about this.
Yeah I completely understand your frustration. I did finally get a resolution after calling and calling and calling. They gave me to a specialist who apparently was the only one able to see they made a mistake. I swear they must have some people in their warehouse scamming. They initially gave me a credit and I called them and told them I didnt want a credit and they eventually refunded most of it; they alleged they couldn't refund portions that already was used to pay on my account (which was two payments). It's ridiculous really. They didn't even ask if I wanted it debited or credited they just credited and started taking the money. I hope you get the help you need. Verizon is very scammy with return services for sure.
smarcotte, we are concerned to learn that one of the iPhones you shipped back to us via UPS was missing or stolen during transit back to us. We do have a process we have to follow whenever a device is stolen/lost during shipment. That internal tracking ticket we submit is to ensure the iPhone is blacklisted and that you're not liable for the device payment agreement that's active on the line. This is not a scam and would never hold a customer liable for a lost or tampered shipment. Does this provide clarity?
If you have any other concerns please let us know.