So I recently upgraded my IPhone in person at a Verizon store ran by cellular sales. The store kept my trade in and I left the store with new phone. They later call me to tell me that they needed me to look for an email from Verizon with the return shipping label so I can send it to them so they can ship it out. I send them label and thats it. 2 bills later im getting charged almost $500 for the phone because it wasn’t returned. I go to the store to investigate and they can’t find the phone. The manager than states the employee who sold me phone said that he was calling me over and over to go pickup phone so I could ship it out. He was lying and I have no phone records or messages from him. Regardless the phone was never picked up by me and should be in the store but they couldn’t find it. The manager tells me that it probably got shipped out with all their old or bad phones but that’s it my fault because the phone was always my responsibility. He acknowledged that they misplaced or lost my trade in but says its my fault for not going to pick it up and shipping myself. Customer service over the phone has gotten me nowhere because they always say they need to review and call back but Im going on a month now. My next step is filing complaints with the BBB and FCC.
