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.

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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.
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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.
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What do you make of this? How can she prove that the phone was in fact sent back and that a customer service person verified that they did receive it? I haven't called myself because I don't feel that I really know much about the situation as she took care of it all.

djutt5 wrote:
Due to malfunctions my daughter returned 2 phones. Each was sent via Fed Ex with the paperwork supplied by Verizon. She even called asking if the phones were received and told yes. This month we see an equipment charge for $559.99 on our bill! She immediately called and asked what the deal was and is being told they never received one of the phones. She was told that they initiated an investigation and we don't have to pay the amt for the equipment charge at this time.
What do you make of this? How can she prove that the phone was in fact sent back and that a customer service person verified that they did receive it? I haven't called myself because I don't feel that I really know much about the situation as she took care of it all.
Did you keep your tracking numbers from each shipment so you could track them? If you had that and it showed delivered on the FedEx WebSite, that would be all you would need.

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.

Charged for a returned phone.

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