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Hello! I just got done reading your post and we are going through this now. We received and email and text message a month ago saying they haven't received the phone (IPhone 4s) yet and I called and an agent said they did and don't worry about it. Just last week we received another text/email saying we were being charged 650.00 for not returning the iPhone 4s. The girl I talked to said the box was empty and their was no phone. My husband and I are furious. I watched him put the phone in the box on July4th, and I physically handed it to the USPS driver on July 5th. The phone is defective and we didn't want those charges. I asked the agent last week to see pictures of the box and she said she would get back with me in 48hrs and she would start investigating this. That didn't happen. I called this week at the beginning of the week, since I didn't hear back. Now this person started an investigation. I told her I wanted to see pictures of the box(she couldn't find pictures) and I also talked to someone in the Fraud Department. They will list the phone lost/stolen and to file a claim at the post office which I did. She said she would call on the 10th. I called back on the 10th (yesterday) after not hearing nothing in the morning. I talked with someone else, he has been very helpful so far and said the reason that they don't have pictures of the box is that everything was fine and the only time is when a phone is damaged or their is no phone in a box. As of right now we are furious. They don't know why or how the first agent said the box was empty. Four other people looked into this yesterday and don't know where she came up with this. I asked to speak with her personally and they sent a ticket to her Supervisor. Now waiting for that phone call. They also said the phone isn't being used at all. We did everything we were suppose to in returning it and now a week of stress.
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Verizon accepted delivery. That takes the shipper off the hook.
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Depending on what state you live in, try the state's public utilities commission. I had an issue with incorrect advertising for a TV internet bundle with my home phone and when the PUC got involved they backed down and gave me back my old plan.
Also, do the TV stations in your area have "consumer reports" or something like that? KCRA TV Call 3 in Sacramento will give them negative publicity that they don't want.
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I was hopeful that your idea would work but not if with FedEx. FedEx does not re-weigh them at drop off, since they have prepaid shipping labels.
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I would like someone to help with my account. On June 30th a replacement phone was shipped to my husband. After countless hours on the phone with customer service, that phone was deemed defective by customer service. We could not transfer pictures back and forth from the two phones. We were told to hold onto the phone until the new one got there and then return them at the same time. The second replacement was shipped 7/13/2012. After working through all of the transferring of the data, we returned the phone. Verizon Wireless has stated that the shipment was received on July 31st, but they only processed one phone. I called customer service after receiving a bill with the charges on them. They told me they would open an investigation. Verizon’s CSR incorrectly filled out the form and my investigation was closed without notify me. I called a few days later to check on the status and that is when I was informed that the investigation was closed because of the form being filled out improperly. The new CSR opened another investigation. A few days later, I got a text message that was closed as the phone was not found. I called again. That representative told me that the original investigation was closed, but they were opening up a more detailed one. A few days later, I called again. Once again to be told that the investigation had really been closed on the 20th, and Verizon was not looking into any further. They told me that I needed to call FedEx. I have called FedEx asking about the weight of the box... trying to prove that the two phones were in the box. Because it is a prepaid shipping label provided by Verizon, they DO NOT weigh the packages when they are received from a customer and being returned to Verzion. Furthermore, Verizon does not sign for the packages when received nor do they track who processes the package. Today, I filed a complaint with the BBB and have no idea where else to turn. From other blogs, I have been told that my only hope is to get at Verizon to sincerely take an interest and to monitor the ID number of the phone; hope that it gets refurbished and put back into service. Then I can prove that Verizon reissued the phone. Which typically takes a few months. I have never paid a bill late in my life, and Verizon’s CSR have told me to cancel my auto payment, only pay the regular amount, and keep calling back to check on if the phone has been processed by the warehouse. I need someone to monitor the phone ID. I am not sure if Verizon has a database of phones that it decommissions as well?
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Hi jdonnell. You're right. The FedEx prepaid shipping label we provide means there's nothing weighed in for the return shipping. But all is not lost! If you sent us your device and it was stolen in the shipping process, I can work my magic. Just follow me (jenniferh_vzw) and send me a direct message with your wireless account information if you'd like me to open an investigation.
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Hi Jennifer, (JenniferH_VZW)
I am having some mega problems regarding a defective phone I returned that Verizon is saying they never received. I have called over countless times over the course of the last two months trying to resolve this...all the people I talk to PROMISE to call me back, but I have heard from NO ONE! I need help. I need this resolved, I am so frustrated, I feel helpless with Verizon!
I have NO FAITH in the last person I spoke too, Josh (employee number 7410). I asked him if I could speak to a manager - so he put me on hold for 15+ minutes and then came back on the line with a different tone/attitude to his voice and never told me he wasn't the manager. At the end of the call I realized I wasn't speaking to someone new - but was still talking to JOSH!! I asked why he didnt transfer me to a manager and he said they were all in a meeting...I asked him if any were free now (after I was on hold for 15 min.) and he said they were all unavailable!!
I feel like Verizon Customer service thinks I'm stupid! I have read on many threads that the "We received an empty box" line is common with Verizon in cases such as these... urgh SO FRUSTRATED!!!!!!!!!!!!!
I saw on another thread that you were able to help someone else who had this same issue. PLEASE PLEASE PLEASE help me!
Please DM for my phone number.
Thank you so much, Jennifer for your attention to this.
Alex
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I just filed a complaint with the CPUC, The California Public Utilities Commission at http://www.cpuc.ca.gov/PUC/CEC/e_complaint/a_utilitycomplaint.htm I hope that helps.Same problem as everyone else: empty box syndrome. Either Postal, Fedex, or Verizon employees are stealing these phones. A new system needs to be in place if the problem is pervasive, which it appears to be.
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From what I'm reading here, it sounds like everyone should be contacting the investigative reporters at their TV stations and print media. Here in NY, FOX 5 does a whole thing "Shame On You". It's time to expose Verizon for all of their deceptions.
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Hi
This is Sheela << name removed for privacy >> - I have returned a rental device to Verizon in January. They confirm that that Fedex has delivered the box - but I have been charged $375 for the device. I have spent countless hours on the phone trying to get the credit - the standard reply from customer service is - we have received the package - not the phone - we have filled out a form on your behalf thrice - not received any reply from the Verizon warehouse - which means we never received the device - hence we have charged you.
They do not provide any supervisor to speak to. They do not have any contact information for verizon warehouse - this is ridiculous that Verizon can keep claiming they have received an empty box. I have kept all the photographs taken while packing the phone and my fedex tracking number is xxxxxxx.
After this horrible experience with Verizon I have moved to another provider. I have now received the last bill from verizon without any credit for the $375 they have stolen from my account as I had set up auto-pay earlier.
Now verizon financial is threatening to send my last bill to collections. I have told them I will pay the bill minus $375 and they do not accept it.
All help, guidance highly appreciated
Message was edited by: Verizon Moderator