Return kit for phone never received.
mac1001
Enthusiast - Level 1

Hi...a family member who was a verizon customer died and we needed to return their phone and stop the service...the iphone in question was the only phone in the account ...my 80 year old mother was the account holder after my father's death....the 4 digit pin was lost a long time ago and could not be reset...on DEC 12 we called Verizon to request deactivation and a return label be sent.....the verizon app on the phone allowed the verizon representative to deactivate the line.....find my phone with apple was deactivated.....a return kit was allegedly ordered on that date .....Since my mom could not run the phone I returned it to factory settings in preparation for its return.....return label never arrived...we were told it would be 7 to 10 business days..its been over 15....when we called verizon back we were told that the account could not be accessed because we dont have the pin and we dont have the pin and we dont have an active phone with the verizon app..and our only option was to physically take it to a Verizon corporate store for return which is a hardship for my mom. So if your phone customer service could  no longer get into the account to process the return, how are the people in the store going to do it?

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