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.
$500.00 is a lot money to be on the hook for, and we want to make sure we're doing everything we can to help you get this taken care of. We'd love the chance to help you in any way possible. We're going to send you a Private Message so we can gather more details and make sure this is resolved ASAP.
~Jesse
I've been dealing with the same problem since March!
ecrab1980, we definitely want to make sure that we do all we can to help. To better assist, we'll be sending a Private Message.
~Izzy
We are here to provide support. If you prefer, we do have other support channels that you can reach out to for assistance. You can review all of our support options here: https://www.verizonwireless.com/support/ ~Peter
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