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Refund for a cancelled order
Owl2
Member

I looked at Verizon online at the options for a replacement phone for my son.  I used online chat and a salesperson offered me $400 off of an iPhone XS.  Lie number 1.  She also offered monthly payments, which I declined, and I told her I wanted to pay the difference now.  She took my payment of $584 and completed the order on Dec 9.  I go online the next day and notice that Verizon had made an Installemnt Agreement with me owing Verizon the $400.  I called and asked what was the agreement for, that I'd agreed to $400 off of the purchase price.  I got mad and asked that the order be cancelled.  I call back and talk to another person about the $400.  This sale person told me that they would take away the $400 over 24 months credit and apply it all at one time.  Lie number 2.  She told me that the order hadn't been cancxelled and the phone had been shipped and it would arrive the next day on Dec 11.  I clear my appointments and wait at home for the FedEx delivery.  Lie number 3.  The phone was never delivered and FedEx tracking showed that a delivery exception had been made.  I asked FedEx why it wasn't delivered and they said Verizon asked for the phone back.  I call Version and asked if they weren't going to deliver the phone to give me my money back.  They told me the refund would be issued 3 days from cancellation on Dec 10.  Lie number 4.  I call on Dec 13 and ask where my refund is.  They told me that the refund wil be issued 3 to 5 days from order cancellation.  Lie number 5.  I ask to speak to a supervisor,  They send me over to another group.  That supervisor tells me that the refund would be processed after the phone was received back.  I asked for the tracking number and he gave me the wrong number.  I asked when the phone was scheduled to be back and he said Dec 14.  Lie number 6.   I asked why, I didn't send the phone back, I never received the phone, and I wasn't responsible for the shipping.  Then he hung up on me.  I find the correct tracking number and FedEx shows that the phone was received by Verizon on Dec 13 at 835 am.  

 

I need to know who to talk to about getting my refund.  I still need to buy a phone.  I'll never buy anything from Verizon again.

 

 

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Re: Refund for a cancelled order
vzw_customer_support
Customer Support

This is never the type of experience we want for any of our customers, and we would love the opportunity to mend our relationship with you. I'm so sorry that you've had such a rocky journey while just trying to order a new phone for your son. We always want this process to be easy for you. It's certainly odd that the device was sent back to us, without ever being delivered to you in the first place. Now that the device has arrived back to our warehouse, a refund for equipment will be issued within approximately 6 days through the initial method of payment. Was this an upgrade order? What is the date the order was placed?

 

BreannaH_VZW

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Re: Refund for a cancelled order
Owl2
Member

The order was placed on Dec 9 and cancelled on Dec 10.  I was told when I cancelled that I'd get my refund within 3 days of the cancelled order.  

 

Now you're saying that the refund will be issued approximately 6 days after the return was received.  The phone was received by Verizon today at 835 am.

 

Why does it take 6 days to refund my money?  A rude customer service person told me today that there wasn't a magical button that he can push to send my money back.  I told him I used one to pay for it when I placed th order.  The money left my bank immediately.

 

Why have I received at least five different answers from Verizon when my refund will be issued?  When you're told five different answers you don't believe any of them.

Re: Refund for a cancelled order
Tigerstep
Sr. Member

No major carrier is going to give you $400 off the phone just like that, they tie it into 24 months of credit which drop off if you pay the phone off early. This is to make sure they have your business if you want your full credit -- not exclusive to Verizon either.

What you deem rude sounds more like a reality check. Money transfers are not instant, let's not pretend they are.

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Re: Refund for a cancelled order
vzw_customer_support
Customer Support

We're very sorry that this has been a negative experience for you, Owl2. Since the return showed delivered Friday, you should look to see a refund and reversal of any account changes that accompanied your order within 5 more business days. We apologize for the experience, but hope we're here to help with any other questions or concerns you may have. EricW_VZW

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