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Cancelled order with account number. Unale to get a return kit for mobile devices

placed an order with Verizon on December 1st at 9 PM. On the morning of December 2nd, I contacted Verizon to cancel the order and received a confirmation via a ticket number. However, despite the cancellation, Verizon shipped the devices from this order, which I had no intention of keeping.

On the same day, December 2nd, I placed a new order with Verizon, and I have since activated the devices from this second order, which I am currently using.

I have made multiple attempts to return the devices from the first order, but have been unsuccessful. Verizon has continued to send me emails that I will be charged for these devices, even though I have not activated them.

When I contacted customer service, I was advised to visit a corporate store to return the devices. I visited two stores, but both told me that they were unsure how to process the return and refused to accept the devices

I reached out to Verizon Account Management through chat and was told that once the return kit is mailed, I would receive tracking information. However, it has been two days since this conversation, and I have not received any updates or tracking details.

What should be my next step?

Comments

Verizon_Support

I know how concerned I would be if I had devices that I was trying to return, and was struggling to get that completed before I was charged for them, frurstratedCustomer9991. I would be happy to assist with this. You may be able to print a return label from My Verizon. When you open the My Verizon app on your phone, select Return Label > then it will ask you if it is for mobile or home, then you can select any order to print a return label.

Returns are tracked by the IMEI of the device specifically, so if you have to select a different recent order, you'll still be okay. Let me know if this option works.

-Joseph

frustratedCustomer9991

Where is the Return Label option in My Verizon app? I don't see it

Edited to add - found the link & and still not working

frustratedCustomer9991

I see Start Return in Order page, but that throws an error message since my 2nd order included trade-in devices.

This order contains a trade-in device. Please continue this return in store.

Oops, looks like something went wrong.

Please try refreshing your page or go back to orders. We apologize for the inconvenience and appreciate your patience.

Verizon_Support

It will be my pleasure to take a further look into this for you. Im sending you a private note now

-Cryssie

frustratedCustomer9991

Verizon is completely out of control right now.

I received 4 phones for my second order, activated all of them, and have been using them without issue. The invoice shows trade-in credits for 3 phones and an unlimited plan discount for one. But when I log into the My Verizon app, it shows all 4 phones as unregistered, and now they’re demanding full price for all of them.

At this point, if I keep dealing with Verizon, I’m just setting myself up for a total loss. The only option left is to cancel my service, return all 4 phones, and pay the restocking fee. That’s a $200 loss, and it feels like Verizon’s way of punishing me for even giving them my business.

And as for the 4 devices from the original order, I’m still trying to figure out how to return them. It’s beyond frustrating that Verizon can’t even find the original order or locate the phones with the IMEI numbers.

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