Charged for a phone that I returned

Question

I normally don't post online but this problem has me so irate that I filed a complaint to BBB and now I'm posting here. I'm sure someone has experienced this problem before and can offer some suggestion I haven't thought of. Here it goes...
I took the leap and upgraded to an iPhone 4S from a basic phone back in February because there was an online promotion (FREE phone). Well, I tried it for a few days and decided to exchange it for an Android phone. I called within the 14 day trial period and was told to go online to print out the shipping label to return the phone. I followed the instructions to return the phone and kept a copy of the tracking number from USPS. I even checked to make sure that the package was delivered, which it was on 02/25/14. Okay, everything was good so far, until I got a bill last month charging me $449.99 for the device I returned. What?! I immediately contacted VZW customer service and talked to someone who told me this would be resolved in 24 hrs. She took down the tracking number and said she'd follow up by the end of the day. She sent me a text saying she was still waiting to hear back about the ticket. Then nothing. I didn't get any more texts. So I optimistically thought it would be resolved by the time my bill was due. WRONG! I got an email from Verizon thanking me for paying in full. Now, I've been on the phone for hours, talking to different reps, repeating my story and finally, someone called me back with the bad news. The warehouse couldn't confirm I returned the device, therefore, he couldn't manually credit back the charge for the phone. I don't understand why I'm being held responsible for a phone that the warehouse couldn't keep track of. I even have a document from Verizon showing a refund of the upgrade fee and taxes I paid on the phone. IF THIS DOESN'T PROVE THAT I RETURNED THE PHONE, I DON'T KNOW WHAT DOES.
A quick search on this forum shows that this is not an isolated incident. There's a problem with the Fort Worth, TX facility. Verizon management should take steps to investigate this facility and find out why so many customers have the same issue with their returns! I cannot believe they allow this to continue and make customers pay for missing phones.
I'm ready to leave VZW once I'm refunded the charge on the iPhone 4S.

Answer 1

The basic premise here is when using Verizon's return to vendor program they have to do all the claims and inquiries and not you.
Unfortunately you will need to go to small claims court to get relief.
Send a certified letter return receipt requested to Verizon and dispute the charge. Enclose a copy of your USPS tracking and the dollar amount in dispute.
Then go to the court and file for that same amount as well as the cost of the certified letter and the court filing fee. Many times the court has the address for the court summons to be sent to. If there is a corporate store near you I would just serve them the summons.
Another thing I would do is call your bank and have that amount returned to you. A form you fill out can have a copy of the tracking results show it was returned. If done via credit card I would have the amount charged back.
http://www.BBB.org is another place to file a online complaint.
Verizon will call you back to settle. In any case if Verizon wants you to arbitrate don't do it. Small claims involves no lawyers and is very easy and relaxed court. You show your proof, you go home a winner.
In my state if they don't pay you can place a lien on their business license at the Department of State Corporations Bureau. They don't like acts like that so they will settle quickly.
Additionally once the package return was signed for as received you are not responsible for them losing the package.
If using auto pay I would stop it so you don't get zinged in the future.
Good Luck