I was contacted by Jose in the Fraud dept who told me that 2 phones were charged to our account and was being sent to California ( where we do not live). He said they were able to change it to the correct address and it was being shipped to my husband's business. When received , notify him and he would send me a return label. I returned the phones (did not even open the box) since he kept calling and said as soon as I get it to let him know. I made sure it was Verizon because they were texting me on a thread with previous Verizon messages.. it was sent Fed ex and I kept the receipt for 2 weeks. He did tel me that there maybe additional charges on my bill. Three weeks later and my bill is $175 in upgrade. I spoke to Verizon customer service for over an hour. They transferred me from customer service to Fraud dept and back to Customer servce. The woman named Brie said they did not receive the phones and I am responsible for them and did I have the tracking number. I had the QR code but apparently they last for a certain time. I explained I know longer have the receipt since it had been a few weeks. I asked Brie to call Jose in Fraud but she said it was beyond her job to make that call and she could get fired. She was no help. I tried calling Jose in Fraud ext 102 but he did not answer. I went to the Fed Ex and the kind gentleman went thru his computer and tried to pinpoint the shipment but could not since I was not sure of the exact date or time. I waited a week thinking Jose was on vacation and now when I call the number it has been disconnected. I am very upset especially since Verizon did not catch this hacking before it happened. Now they are making me pay $175 more for something that I did not do. I did what Jose asked me to do and diligently returned the phones as soon as we received the Now I'm wondering what is going on at Verizon? We have been customers of Verizon for a very long time. This is very frustrating and disappointing.
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