My son received a phone for his birthday, it had a hard time connecting to the internet and I troubleshot on verizon chat. After a few week of no internet they told me they would send a box and a UPS label and to send it back. I sent it back and they sent me a new phone. The new one worked right away and has ever since. I get online to pay my bill and I see I have a $729 for the missing phone that I returned. I speak with Verizon chat no less than 15 times about this and was told to take it up with UPS and there is nothing they can do. I spoke to UPS and they said to take it up with Verizon. I honestly can not take this anymore and about to walk away from Verizon but I have been with them for 15 years at least. I dont know what else I could have done differently and see other on this message board has had the same experience as I have. UPS wanted the serial number but Verizon was unable to give me the serial number of the missing phone, just his new phone. Could someone please advise and help. I have been dealing with this for over a month and I dont see why I should be liable for the $729 when I did everything I was told to do. SOmeone explain to me what I should do? Is this a small claims court issue? Please help, I am very disappointed how I have been treated with Verizon.
tracking number *******
Hi Abest23. You have reached the right team to make sure you are not charged for something returned. I get this can be so frustrating and that is the last thing you should feel going into the Holiday season! Let's start with the tracking number, it was masked in the forum post. I am senting you a private message to respond and we will go from there!
-Deb
I am still waiting on a resolution. Please advise as I need to have you connect with Verizon on this matter.
I'm assuming the tracking number says the package was delivered to Verizon, but Verizon is not crediting you for the return. In this case, the problem is with Verizon. However, if the tracking number doesn't show a proof of delivery, then it's a UPS issue. You may have to file a complaint with a 3rd party source before it gets settled, if nobody is willing to work with you directly. I'd think anyone involved would want the IMEI number of the missing phone and not the serial number.
Hello Abest23. We're sorry for to learn that you have not gotten a resolution to your sitaution. I will send you a private message to further assist.
~Ivone
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