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Verizon tried to charge me $850 for a phone I returned to them and they lost.
cnworld
Newbie
‎10-16-2019 11:36 AM

I had a defective Google Pixel XL that would not charge.  I went to a Verizon store and they arranged to have a new phone sent to me.  The day after I received the new phone, the I used the Verizon supplied packaging and shipping label to send my defective phone back and the tracking number showed Verizon received the phone within a week.  Fast forward 3 months and my Verizon bill showed an $850 charge for an unreturned phone.  I have autopay and had to suspend it, so I would not have the money taken out of my bank account.  It took a combined 3+ hours of phone time calling five different times talking to multiple different customer service people to get the problem resolved and get credited the $850 and associated late fees.  Verizon acknowledges it was all their mistake, but has done nothing to credit me for the time and effort it took on my end to fix their mistake and stop their attempt to essentially steal $850 dollars from me.  I just can not believe something like this could happen!  Has anything like this happened to anyone else?  

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Re: Verizon tried to charge me $850 for a phone I returned to them and they lost.
glitchedpixel
Specialist
‎10-17-2019 04:44 AM

When something isn't invoiced, these things happen. This is why it's a good idea to always have tracking info (and using the supplied tracking was the way to go). 5 reps fixing it is on the excessive side. Should have been resolved way sooner.

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Re: Verizon tried to charge me $850 for a phone I returned to them and they lost.
mama23dogs
Legend
‎10-17-2019 07:36 AM

At&t forums are littered with this sort of post

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Re: Verizon tried to charge me $850 for a phone I returned to them and they lost.
vzw_customer_support
Customer Support
‎10-18-2019 11:50 AM

Cnworld, we never want our customers to have this type of experience. I am glad we were able to correct the billing of the returned device. Please share with me more details on what was done on your part?

RodneyM_VZW

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Re: Verizon tried to charge me $850 for a phone I returned to them and they lost.
terrabarlow
Enthusiast
‎01-13-2020 02:08 PM

I'm dealing with this right now.  Been working on it since October!  $1200... not happy right now.  I've currently spoken with 5 different reps.  Each one assuring me it will be fixed immediately. 

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Re: Verizon tried to charge me $850 for a phone I returned to them and they lost.
mama23dogs
Legend
‎01-13-2020 04:28 PM
@terrabarlow wrote:

I'm dealing with this right now.  Been working on it since October!  $1200... not happy right now.  I've currently spoken with 5 different reps.  Each one assuring me it will be fixed immediately. 

File a BBB complaint online.  Verizon upper management will contact you.

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