Verizon Store
missy36507
Newbie

I returned an iPhone 14 Pro Max within the return window, in person, at the Verizon cellular store in Sunrise, Florida in March of 2023.

Verizon now claims that I owe them money because the returned devices do not show up in their system. I've made extraordinary efforts to resolve this issue with the store, but they have refused to assist or acknowledge responsibility. I suspect that an employee in this store has stolen the devices after I returned them, otherwise I cannot explain why the returned devices were never recorded in their tracking system. Once I handed the devices to the store *in person* there is nothing I can do as a customer. At that point, responsibility of tracking the device is on Verizon.

They are still billing me for the phone and for service, even though the phone number is disconnected and has been since I returned the phone. I think an employee either stole the phone or the store lost it, maybe resold it.  This is my last effort to resolve this before I change all my lines to ATT. 

I want this billing stopped and a refund to my account. It is now well over $600 that Verizon has fraudulently charged me.  I have sent emails and spent over 60 hours on the phone. Each rep tells me something different, but no help so far. 

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Re: Verizon Store
vzw_customer_support
Customer Service Rep

Thank you for taking the time to reach out to share your experience with the returned phone and continued billing. We are here and eager to review all the details with you.  Let’s work together and if Verizon has made an error, we will correct today. Please reply to the Private note for we may get details in a secure channel to protect your online privacy.

-Deb

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Re: Verizon Store
northbaldwinems

The private messages are useless. The only solution I see at this point is to change carriers. 

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Re: Verizon Store
vzw_customer_support
Customer Service Rep

northbaldwinems, we are sorry to read about your ongoing issues. We will be sending a Private Message so that we can gather additional account specific details from you. We appreciate the opportunity to assist you.

-Andi

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