On Friday, July 11, I attempted to file a phone claim online but was unable to and had to call in. I was informed my phone could not be replaced because it was no longer available—either as a refurbished model or for parts. I was told I would instead receive a refund for the market value of the phone, credited to my card within two days. I clarified the timeline, and the representative confirmed I would receive it by the following week. I was then transferred to complete reimbursement info, only to find out I had to pay a $99 deductible—something not disclosed earlier. I paid it to avoid further delay.
On Tuesday, July 14, I followed up since I hadn’t received the refund. I was told the initial representative gave me incorrect information—it would actually take 10 days, but the claim would now be expedited (3–5 days). I also questioned why I had to pay $99 if I was receiving the market value. I was told that the $99 deductible still applied, meaning I’m receiving less than market value.
On Thursday, July 24, I called again. Despite the expedited status, I was told it would take another 3–5 days. Frustrated that nearly 2 weeks had passed with no refund, I requested escalation. I was transferred multiple times, and finally reached someone from the “CEO’s office.” They informed me that instead of a credit to my card—as promised by four different people—it would be issued as a check because I’m a Verizon customer (something they already knew from the start). I was also told the delay was due to an error when entering my reimbursement info, which had prevented processing entirely. Despite this, they had no issue charging me the $99.
To date, I am out nearly $800 with no resolution other than vague apologies, a vague "investigation," and a promise to "monitor" the situation. I feel misled, financially burdened, and frustrated by the lack of accountability and inconsistent information from multiple representatives.
