Return labels and customer service

[Ccecere1122]

I did an early upgrade on 2 phone lines 2 months ago, i di this every 18 months or so for the last 6 years. This time however was different. I contacted Verizon multiple times, i think about 10 or 12, about receiving the return labels to send the old phones back, multiple representatives have assured me that they were emailed and mailed to my physical address, each time the emails were sent they only included a link to the verizon online store. I have not received any return labels at all. Now verizon is charging me for the Phones that they will not provide return labels for. This is highly unacceptable as i have been a customer for 6 plus years. Each time i speak with someone they refuse to transfer me to a supervisor and i am transferred to a sales representative.  I also have been to the vein store and they tell me i can not return the phones there. What am i suppose to do now. 

[vzw_customer_support]

We're sorry to read about the issue with your trade ins. Were the trade ins submitted into the original order? If you go to your My Verizon account, go to Orders and find the trade in order, does it give you the option to print out a return label? ~Peter

[Ccecere1122]

After more attempts on my part to contact Verizon and have them issue a return label through physical mail or email, I had to walk into a Verizon store and after multiple attempts was finally give a return label. I then drove to a FedEx store but yet I am still being charged $933 for something that isn’t my fault. VERY UNPROFESSIONAL BEHAVIOR ON VERIZONS PART, after being a loyal customer for many years and always paying my bill early in full I am dissatisfied with how this has been handled. 

[vzw_customer_support]

It breaks our hearts to see you in this billing dilemma. We take pride in providing top-quality service. Please tell us more, what is the $933.00 charge for (plan, feature, equipment fees, etc.)? When did you return the equipment?

~Gilbert

[vzw_customer_support]

We are glad to read you were able to return your device. Once the phones are returned and received in our warehouse, the charges for the device will be automatically refunded on your account. If you have any other questions, let us know.

~Freddy