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I had returned my phone in the packing supplies provided by Verizon early November.
About one week later, I started to receive text messages that the device had not been returned. I promptly called customer service and they said they had the received the phone, the notices were an error and that I would not be charged the $350.
My December bill included the $350 charge, and I had to call once again. This time an agent told me the box had been received with no phone inside. As a long-time paying customer, I would never send back an empty box. The agent said I needed to open a case with UPS. I called UPS to open a case, and there has been no action. Verizon says I need to handle this case, UPS says it is Verizon's responsibility as the receiving party.
The Verizon agent said they would not charge me until they had a resolution, however today I was charged the $350.
This morning I have been on hold for over 30 minutes and counting trying to reach an agent.
I would like to see this resolved promptly by Verizon and avoid having to take action via a third party. My research shows I am not the only person experiencing this problem.