Who I have the same questioned this topic

I'm concerned that Verizon may be looking for additional ways to charge customers by claiming they never received returned phones.  We have been on the phone with customer service mutliple times to verify Verizon's receipt of a returned phone, yet they continue to want to charge us for the phone despite the fact that they have a record of the phone returned via Fedex.  We called again today and provided the tracking number.  Verizon customer service was able to see the returned phone in their records yet they didn't want to credit our bill.  Is this just a new level of incompetence, or a desire to cheat loyal customers?