Billed for returned phone

This is happening to me as well.   I returned several defective phones between July-September 2013, and now they are saying one of them was not returned and are charging me $500 for a device I do not have.  I have spoken with 5 different customer service representatives and gotten 5 different stories.  They refuse to call me back.  One person told me that I have to resolve things with the post office, and the post office says I need to resolve it with Verizon.  Does anyone have advice as to how it works to take this to small claims court?
Sara

Sofner
With out any way to track the package,  it could of ended up any were I'd say it would be hard pressed to make a Case unless someone on here knows something I don't) when i send a Package I send it with Package tracking insurance to cover the product and the receiver has to sign for the package when they get it.. plus for added piece of Mind I take Photo's of the product in and out of the Box that way I can use it Court should i need to..
Good Luck. b33

Similar Messages

  • Being billed for a phone I don't even have anymore

    I visited Rome at the end of January, where my phone was stolen. I immediately suspended my account, and deferred billing until the account was reactivated. From what I read, the phone would be reactivated in 30 days, but it wasn't. And then I received a bill for the months of February and March. My service is still suspended, and last I looked was suspended until June. I was never notified that even if service wasn't reconnected, I would still have to pay for a phone that I no longer had. Since I'm living in Turkey currently, I can't just call the customer support line, and they seem to have removed the option of support by email. How am I supposed to dispute these charges?!

    You are not being billed for the phone, you are being billed for the line of service you purchased on your 24 month contract.  You can suspend service for a few months with or without billing.  If you suspend with billing, you will continue to be billed but the months left on your contract will continue to count down.  If you suspend without billing, you will not be billed, but the months left on your contract will remain constant until the suspension ends.  The suspension will automatically end after 3 months, I believe.  If you have no intention of using the line, you could pay the remaining ETF to cancel the line.  Or, you could cancel any data plans or texting plans or insurance, etc. and get the cost down to around $14 per month and just "ride it out" until the end of your contract.

  • Store clerk at verizon said I would not be charged for returning phone, now have a $300 bill for used phone whose battery is terrible

    Phone was broken so I brought it into Hawaii VW store.  I stated that I was three weeks from a free upgrade but if I could get a free replacement then I would take that.  He and the manager looked at the phone and said it would be replaced for free if I sent it in.  I asked, again, if he was sure it would be free otherwise I would wait for the free upgrade.  He said it was.  I send it in and get a "gently used" [battery drains in 2 hours with no use] phone in the mail.  Now, two weeks later, I get an email stating the phone was not covered and I owe $300.  Now I'm stuck with $300 bill, a used phone whose battery is terrible, when I could have just waited for the upgrade if the saleskid and his manager had been honest instead of trying to close the store early at 745pm.  Any ideas on how to remedy this situation?
    >> Edited to comply with the Verizon Wireless Terms of Service <<
    Message was edited by: Verizon Moderator

    Well, Im not sure of your definition of "broken". What was wrong with the phone? And also it was out of warranty, since you say you were 3 weeks away from upgrade. So along with that, its reasonable to conclude that the charge is valid. They wont reverse it.
    Best wishes

  • I'm still being charged for returned phone (from November 2014)!

    This has been a long issue.  This phone in question, or the charge for the phone, was returned to the warehouse on November 28, 2014 (for which I still have the tracking#)!  Verizon said they show it's returned!  The latest excuse is that the warehouse is backed up on issuing return credits.  FIVE MONTHS BEHIND THOUGH?!  Come on now.  I and my husband have called AT LEAST twice a month since to get this resolved, all to no avail.  We are so fed up with this.  We've been promised the credit numerous times along with countless call backs that never happened.  Now our service is being threatened.  We are NOT paying for Verizon's mistake.  Especially a $700 mistake.  The funny thing is that I just called two days ago to check the status and today I received a text saying "This is a notification of a missed arrangement made with VZW".  Wow, really?  My arrangement was a Ticket filed with Verizon for THIS issue (which I still have the ticket#).  I don't know what else to do besides leave the company and switch to Sprint who is offering to pay whatever it takes to switch (though not this ridiculous, absurd charge).  My next options would include the contacting the warehouse myself, contacting the BBB, contacting my regional Verizon President, and lastly taking this to small claims.  We've had it. 

    I have also been dealing with same issue since December and have been re-assured "it's been taken care of"   Surprisingly its mid-April and still same circle and now I'm to over 60 hrs on phone with managers who keep throwing the previous one under the bus.   I've actu now called two other phone providers and now working on contct buy-out because time is money I do not care about my time or corporate benefits at this time because all it seems is that everyone wants to get someone off the phone.  I have confirmed my phone has been there as my tracking number proved and that the device number was wrong because a previous verizon team member did not update device number when I had insurance  claim.  I've been told the form was submitted then, the next time I was told that from was wrong, then the next time the device number was wrong, etc. all through this each and every time I was told not to worry as they could all tell my device was back in the warehouse.  This has been a joke because I continued to get calls and nobody has the record of complete call.  Then this week my phone was disconnected 1 day after new payment was due because I was unable to log in and confirm the device was removed.  I called because of this and everyone things I had a credit for the service but that's not even it, the credit is for the device that was received nobody has done anything for service plus just keep charging more fees nobody can explain.   Slap to the face was Thursday I was offered a $5 credit, I got another call today for $35 (a fee I paid Thursday) and they actually said they were doing me a service by calling, yes I was at edge and yelled and then asked for manager and was told one minute then he hung up on me.  I called into customer service asked for a manager been on hold 47 minutes now keep having the same person come on the line trying to solve and at this time because the true notes aren't on there it's just getting more irritated.    This same complaint will be sent to correspondent mobday with specific names as to who I spoke with becau besides all the over promising and not delivering each person had some different reason they could only give first name.  Some gave phone ref number which made me feel a little better about notes but most just seemed to play what felt like "I'll see how long they'll sit on hold because they can't track back to me".  I've had 2 survey calls and gave true opinion (1st one I was happy because that was before I found out it was all false promoting) then the one this week lowest and told I'd get a call to discuss.   Hasn't happened.  Enough venting but maybe by posing at least I'll know I'm not the only one that has this same issue.

  • Wrong phone listed as returned and still paying for returned phone, how did I finally get a credit?

    I went to the Rancho Santa Margarita store back in February. On the 16th I switched to the Edge program and added my boyfriend. We bought 2 phones under the Edge, however, we needed to return his phone the next day due to no service at his work.
    The sales representative was great and returned the phone, however, on the receipt he listed my phone as being returned. I have been back to the store twice to get it fixed, called them multiple times as well and still no credit for the phone I no longer have in my possession.
    I finally did a live chat with a representative online with Verizon and he said he would look into and take care of it. But recently, I received an email from him saying that there is no record that the phone was returned so I would need to go back to the store that apparently won't or can't help me either.
    It is obvious that the wrong phone was listed on the return receipt since I am using the returned phone listed on my receipt and still paying for it as well. The other phone I am paying for is not even connected to a phone number. So it should be common sense and obvious that the wrong phone was listed as being returned because how could it be if I am using still using the phone that was apparently returned and it is connected to my phone line.
    I have spent hours trying to get this resolved and have now paid $275.12 on a phone that is in Verizon's possession but they won't and/or don't care to acknowledge the mistake on their part of listing the wrong phone returned.
    How can I finally get this resolved and get my money back? Any ideas would be greatly appreciated. I have never had bad customer service until now and would hate to cancel my account, but am very close to that point.

    Ok so I am still perplexed by this situation and why Verizon chooses to ignore my pleas to help me get a refund for a phone that I no longer possess since I returned it to them the next day. I am still having to pay for this phone and am getting extremely upset at this situation.
    To make matters worse since I posted about this situation at the end of January, I did have one person contact me from Verizon and ask me for more information. I provided that information and have not heard back as well as now all receipts related to this incident have been removed from my account. Well I did keep a copy of these on my computer and on several zip drives so I still have the proof of them continuing to charge me for two phones when it shows a receipt of one being returned even though they listed the wrong one.
    I sure hope this was a mistake and not a cover up to try and eliminate all evidence of this mistake.
    Should I go to the better business bureau with this issue? Has anyone else had a similar situation and if so how did you finally get it resolved.
    Thank you in advance for your information and suggestions.

  • Bill for a phone I don't own

    PLEASE HELP ME. I have been receiving a bill for a residential phone I don't have. No one I have talked to at verizon seems to know how to reverse this. In the mean time the bill has now showed up on my credit report. 

    First, your bill contains an address to write to for billing and other issues. Make sure that you actually send a letter to that address via certified mail (so you can prove receipt) disputing the charges. Verizon is required to investigate and answer the letter by Federal law. Federal law provides specific penalties for failure to do so.
    Only by making the complaint in writing do you protect your rights under Federal law. In addition, Verizon must also report to any credit agencies that the bill is in dispute once they receive such a letter.
    Second, you can file a complaint against Verizon with whoever regulates telephone service in your state. That may be the Public Service Commission, Public Utilities Commission, Corporation Commission, or similar agency.
    While calls to Verizon may not get their attention, I can assure you that both of these methods will get someone's attention.
    If all else fails, contact Verizon's Corporate Hq in New YOrk City by phone, and ask to speak someone in  the Execution Resolution. Tiis is the group that is actually empowered to make things happen. 

  • Billed for returned Equipment

    I sent my HD box back on June 9. I was not only billed for it for that entire month, but then billed again for half of it for the next month. Now i understand that it takes time for verizon to receive it, but once it is picked up it's not mine anymore and I shouldn't be charged for it. That being said, i was charged for it until July 11. This is completely unacceptable. Not only have I been receive less than stellar( thanks for throttling netflix!!!) internet service, I am now being charged for another month of something that I wasn't using. If I get a confirmation that your equipment was picked up why are you charging me for it?? When will I be receiving the remainder of the credit that you legally owe me( $7.99 plus tax)???? I was previously told that I would be credited back to the date it was sent.

    Hello jclark
    Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
    Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
    Please keep all correspondence regarding your issue in the private support portal.

  • No refund for returned phone

    I had a replacement iPhone 5 sent to me to replace the defective one I initially received and for some reason Verizon charged me and told me that I would receive a refund when I sent back the defective one.  Well, I sent back the defective phone and now Verizon will not issue me a refund because it was "returned outside the 14 day return period."  No one ever told me that I needed to send the phone back during any certain period and it does not make sense that an exchange would be subject to a return period.  Bottom line is Verizon now has the phone but will not refund my money.  If I knew they would pull this rip off I obviously would have just kept the phone that I have now paid for.  Does anyone have any suggestions on how I can get my money back?  This is completely inequitable that Verizon has the phone and my money.   I have already talked to the supervisors at the call center and they are no help. 

    Well if they were doing it as an exchange then you only had 14 days from the date of original purchase. That is shown on your receipt and should show on the documents that you received originally (and can also be seen on the digital documents that you can view in My Verizon for any of the documents that pertain to your account). If you returned the 2nd device after all of this happened then you would still be charged because you only get one exchange during the initial 14 day return/exchange period. Unfortunately, if you returned devices expecting a refund versus just a warranty exchange then you were responsible for making sure you did so before that period ended. If it was a warranty exchange and it was shipped to you then on the paperwork that told you how to return the defective device it would clearly tell you how much time you have to return that device before you are charged full retail (I think)...and warns you that you may be charged for the defective device if the defect is due to non-covered damage. Were you able to get a refund for the 2nd device? If so, then it's probably because they treated that device as a re-order versus an exchange...which would mean that you were still tied to the original return exchange/return policy on the 1st device (again...even if you weren't verbally told about the return policy it is shown on any receipt or billing invoice you received with your order so the info was there. It should have also been shown when you placed your order IF you ordered online. If you purchased in store then it was on your printed receipt...even though it would have been great if the info was also verbally stated to you). Unless there is something else going on that I'm missing. It all sucks, but honestly, based on what you've said so far it appears that you weren't done wrong...you just didn't pay attention to the return policy on your receipt and feel like not being told verbally is the issue. Again, this is assuming there isn't something I'm missing here. If you know for a fact that you were never given any documents that state the return/exchange period (receipt, billing invoice) and can truly prove it then you might have something to argue. As far as the defective devices go...if I understand correctly, when they sent the replacement device you were charged again? Which sounds like you were allowed to purchase another device and would be refunded the money for the original device IF it was received before the end of the return/exchange period. That is the only way I can see either device being treated as a return or exchange versus a warranty replacement...
    At any rate...since you never said what the defect was it's hard to help you on that end...although I guess it doesn't matter since you don't have either device. I think the bigger issue is the fact that you are now responsible for a 2 year contract regardless of if you have the devices now or now. Not sure if you were already a VZW customer and turned on an old device or if you paid full retail to begin with (so no 2 yr contract). If you feel truly ripped off and that none of the above should apply to you then you can seek legal help...that's about all I can think of for you to do at this point. Hope you can get some sort of resolution or understanding to what exactly happened in your situation.

  • Credit (gift cards) for returned phones.

    Where on the account page will it show phones returned (edge program). I see they were received by Verizon about 10 days ago. Thanks!

    You are getting gift cards for doing edge?  It may take several weeks

  • How long to get money back for returned phone?

    I returned my online order and waiting for my credit back/order cancelled. How long does this take?

    Hey Bandit390! Return refunds can sometimes take up to 60 days from the point of receipt, but I've seen them come a lot sooner!  

  • How long does it take for CC to stop billing for returned equipment?

    I returned my modem/router last month. It's still on my account as in my possession. How long does this stuff take to show up?

    Hi psevetson,
    I do see the modem/router was removed a few days ago and all charges were removed with it. 
    Thank You

  • Can't install X1 and being billed for returned equipment..

    Moved to customer service for best visibility.

    404 means that those files are no longer available on the mirrors in your mirror list. You probably need to update your system (and should continue to do so at least once a week).
    The protocol errors are due to the inclusion of rsync mirrors in your mirror list. Either remove them or configure the XferCommand in pacman.conf to something that handles rsync along with http. I am not aware of any tools that handle both, so I would just remove the rsync mirrors.

  • Billing problem for return delivery

    Hi Guru's
      While cretaing Billing for return delivery ,Excise duties were not picked in the billing .Wat may be the reason..
    rgds,
    subramanyam.

    Hi,
    Kindly refer the SAP note 304290 which will help you out. There are many SAP notes for the Return.
    889951
    794940
    789140
    Regards,
    Murali

  • How can Verizon bill me for a phone I return and have FedEx proof it was received

    Bought a new phone in Verizon store, camera didn't work.  Verizon sent new phone with prepaid shipping to return broken phone.  I sent phone in via FedEx, FedEx has a signed receipt from Verizon that it was received at their warehouse on July 18th.  Verizon is now trying to charge me for the phone.  At first they said they had no record of receiving the phone, then when I supplied them with the FedEx tracking info they admitted to receiving the phone but said THEY couldn't find it.  I have all of this on emails form Verizon.  Then they said they had to do an investigation to locate the phone and now they say that the box is empty.  They offered me a payment plan.  I emailed, I called the customer service center and a woman by the name of Samantha promised me a call by Tues. I have not heard back from her.  I called the customer service center back and was told they would get back to me.  My local store rep told me that there's nothing they can do and the manager from that store has yet to return my call.  I think I need a lawyer because this is truly extortion.  I have a very good long standing business relationship with Verizon, never late with my payments and this is how I am treated.  It's simply ridiculous.  Fed Ex told me that the package is insured by them so Verizon will get reimbursement from them, interesting right? So it seems as though Verizon wants to be paid twice for a broken phone. I am not responsible for them losing my phone.  I'm hitting Twitter next. Then the BBB. I have attached letter from Verizon to establish credibility.
    (File attached has been deleted as per Verizon Wireless Terms of Service)
    Message was edited by: Verizon Moderator

    There are hundreds of posts on this particular subject. Had it happen to me except I had a little different proof that my phone was in the box. I sent it using my own label which forces FedEx to weigh the package once it is in their possession. Verizon first claimed my package was not returned, then after I provided proof they claimed the box was empty, then after I provided proof it was not they claimed it was the incorrect phone, after I proved them incorrect on that claim they said it was received too late. I was able to prove that one wrong as well but could not get Verizon to credit my account back until I files a complaint with the BBB and the FTC. Once they got the complaint they tried all of the other things first, then finally claimed the phone was entered manually and it had the incorrect date associated to it. It took 3 months to get them to credit the funds back to me and over 75 phone calls.

  • Charged for a returned phone.

    Before deciding to post this, I read many posts from other Verizon customers in similar situations. Before I go ahead and proceed further with an option on how to move forward, I am hoping to get more insight and advice from anyone willing to share theirs regarding my situation. Here it is:
    I received a replacement phone back in late Sept. 2014, but due to other complications, I was unable to return the original phone as soon as they requested. I called Verizon at the beginning of Nov. and spoke with a rep and requested for an extension on the return of the original phone. The rep then told me that they would give me a 90 day extension FROM THE DAY WE SPOKE, which meant I had to return the phone before February, and if I returned it any later, I would be charged a late fee.
    Fast forward to January 2015, and I am finally able to send back the original phone. Keep in mind, the day I sent back the phone, I was still within the 90 day extension allowance. The last week of January, Verizon shuts off all the phones connected to the account. Upon speaking with a Verizon rep, we are told that they have not yet received my phone and our lines would be disconnected until they receive the phone. I let them know that I had already sent the phone in at least a week prior to the shut off of our phones and didn't understand why it would take this long for them to get the phone. According to the label they provided for me, I expected for them to receive the phone no longer than a week after I sent it back. According to the rep, "due to weather conditions, delivery shipments may have been delayed". Then, the very next day, our phones are turned back on.
    Here I am, about a month later, and our phones were shut off again. We paid the minimum fee and got our phones turned back on within a couple of hours of realizing our phones were turned off, but now we're confused as to why it was shut off again in the first place. I went to a local Verizon store and spoke with an employee about the situation. She calls Verizon Customer Service and has me speak to a rep who can better help me. According to the rep, I am being charged a $599.99 fee for the warehouse "not receiving the original phone". The rep was kind enough to do more digging for me, and he was able to find that the warehouse actually DID receive my phone, but because they received it later than expected, I am now being charged full price for the phone. Now, I understand that I was originally late in returning the original phone, but 1) I called and spoke with someone and asked for an extension (which was granted), 2) the warehouse has my phone, but still wants to charge me full price for it, and 3) they want to charge me full price because they received it a few days later than when they wanted. How is it my fault that the delivery was delayed because of weather? The rep did explain to me, though, that they count the "received date" as the date the shipment was postmarked. So, if that were true, then I still would have been in my 90 day allowance. Again, it's not my fault the warehouse received my phone late because of weather conditions.
    Between talking to a store employee, talking to a customer service rep, talking to the insurance company, and then getting transferred to another Verizon Customer Service Rep, I have spent a good couple of hours, at least, trying to figure out how to fight this. I think it's unfair that I'm being charged full price for a phone that is no longer in my possession. And I even mentioned to the second customer service rep that if there are no other options to drop the charge and I absolutely have to pay the $599.99 fee, then I demand that they send me the phone back to me. If I'm being charged full price for the phone, then that means I'm buying it. Because I absolutely refuse to pay $600 for a phone that I do not have. I already had to pay full price for the phone I currently have (or rather, the original that I bought but ended up needing replaced) because I have unlimited data and upgrading would mean that I lose the unlimited data, so I'm willing to pay full price for the BRAND NEW phone that I'm purchasing at a Verizon location. I am not, however, willing to pay full price for ANOTHER phone that I do not even possess. However, the customer service rep informed me that I would not be able to get the phone back and that their warehouse had been the ones to deny to credit back the $599.99 fee after receiving the original phone. I asked for a contact number for their warehouse, since apparently, that is where the original phone is, but apparently, warehouse people cannot speak to customers.
    I'm reaching my absolute boiling point with Verizon Customer Service. I've been a loyal customer for nearly 10 years, and this is the first time that I have had a major issue like this. And they seem to be unwilling to help me solve this issue. All I keep getting is "I can transfer you to our financial department so you can set up a payment plan to pay off the fee", but I refuse to set up a payment plan because that means I am agreeing to paying this ridiculous fee! Is there anybody in the Verizon community who can share their advice or opinion and help me out in figuring out how to move forward with this? I'm willing to speak to any and all employees, managers, supervisors, etc., but if all that is just going to be a waste of time, is there another option?
    Thank you in advance for your help.
    A.A

    Kinquana_VZW,
    I was told by a few reps that the phone that I sent back was, indeed, received in the warehouse. I was also told by the reps that there was absolutely nothing that could be done, I had to pay the fee, and that I would not be able to get the phone back despite me paying for it. That seems extremely unfair. 1.) A couple of reps told me that I would be considered within the extension allowance based on the date the package was post marked. However, another rep told me that that information is incorrect. How am I supposed to trust Verizon Customer Service if the employees aren't on the same page? A rep also told me that I needed to get in touch with Asurion insurance as they are the ones who billed the fee charge to Verizon, and Verizon is just "sending the message". However, upon speaking with an Asurion insurance agent, they informed me that Verizon is actually the one who is charging me the fee, not them. I'm tired of going back and forth between customer service reps and not getting any help or any answers. Please tell me how it is fair that Verizon is charging me the full price of a phone despite having it in their possession. Or how it is fair that despite me paying the fee, I am unable to gain possession of the phone I am pretty much buying.

Maybe you are looking for