Equipment charge for phone sent back!

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.

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.

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Online account shows charges for phone use yet I'm...

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I struggled as they said no to start with that no charges were made but then said oh yes but they would leave a note on the system saying no charges to be included.
Seemed ok but again I check my account and see they are still charging me.
Is this an error with the BT online account system or am I going to get a nice big bill when its due?
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Has anyone come across this before and is there anyway BT can correct my on line account system?
Solved!
Go to Solution.

Well definitly give live chat a try.
If after that and having already phoned them, you can still not get anywhere, maybe contact the mods using this form:
If you fill in this form: http://bt.custhelp.com/app/contact_email/c/4951 with a link back to your post for ref, the mods will get back to you. it can take up to 3 days.
But to be fair to the mods, give Live Chat a try first.
toekneem
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Charges for phone calls

Hi, wonder if someone can help me?
Yesterday I made some skype phone calls. Today when I logged into Skype the amount in the top left hand corner said I still had 6.86 Sterling (£) in my account (credit). I made one phone call and the balance dropped to 6.54. This was unusual as this was a call to a UK number.
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JHooper wrote:
Hi NormanM,
1. The point was that I was deducted £0.32 off my credit for just one calll yesterday (looking at my credit before and after the call). In fact, after that call I see that my credit this morning has been reduced by a further £0.09. I have made no other calls. So it now looks like £0.41 has been deducted from the credit.
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Hello John
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TIME ZONE - US EASTERN. LOCATION - PHILADELPHIA, PA, USA.
I recommend that you always run the latest Skype version: Windows & Mac
If my advice helped to fix your issue please mark it as a solution to help others.
Please note that I generally don't respond to unsolicited Private Messages. Thank you.

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Hi tr23,
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 at the top of the middle column 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.
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Yet More Unreturned Equipment Charge Fraud from Verizon

Canceled our service because we moved somewhere without FiOS. Called twice prior to moving. Our boxes to return the equipment never arrived. Checked with my old residence multiple times, they were never delivered to the old residence. We moved a few miles away. I called Verizon immediately after moving. Asked them to resend the boxes to the new address. I was assured that the boxes would be sent. They informed me that I only needed to return the DVR box, not the router, and that a box would be sent for that purpose to my new address. After three weeks, I still hadn't received boxes - either at the old residence or at the new residence. I called again, and asked why I hadn't received the boxes. I didn't receive an answer - the agent didn't know why I hadn't received them. I asked the agent to resend the boxes. He said he couldn't resend them because there was an outstanding request for the boxes. I asked what I was supposed to do. He said I could "try checking with UPS?" Of course, UPS didn't have a solution for me. Fast forward three more weeks - no boxes, either at my old or my new residence, despite four separate requests. At this point I've called Verizon four times to get boxes delivered to return my equipment. This morning, I receive an email informing me that an unreturned equipment charge will be issued to my account. I call verizon (for the fifth time) to address this issue. I'm informed that the boxes will now be sent to me (for the fourth time, I've been told this, not including the one time I was told I could not be sent boxes becaue of the outstanding box issuance). I asked to speak with a supervisor, because I'm assuming at this point the boxes will not be sent to my address. I'm initially refused the opportunity to speak with a Supervisor. I say I'll hold until one is available. I'm placed on hold for 10 minutes, then hung up on before speaking with a supervisor. This is preposterous. I've attempted five times to return my equipment. I've been told, among other things, that the boxes have issued, that the boxes cannot be issued, that the boxes will be issued. I've been told I only need to return the set top box, not my router. And now I have an unreturned equipment charge for an unreturned router. And I've been hung up on trying to resolve this issue. Anyone else experiencing these extremely shady (and perhaps illegal) practices from Verizon?

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Thanks for the reply. I did receive a tracking number however the USPS site has no record from acceptance to delivery. You yourself have said numerous times they have the worst record. I know there was no "scan in" of the package and, thus, no record of its movement through the bowels of USPS. No worries. I assumed I would eat it but have never received so much run around with VZW, one rep telling me a supervisor would credit it and another saying it's my responsibility to go to USPS and file a claim. After perusing this board, I'm not the only one that made the same mistake of A) not getting a receipt or B) keeping the tracking number. However the result is the same: not returned and charged regardless of "evidence." I appreciate your candor and help but feel this occurs more often than happenstance. I would think you would agree since you post on each and every thread of this subject. There's more here than just lost in the mail.
I tried to remediate. I even offered to pay for the phone on a payment plan but their billing would not accommodate. Like I said, I value customer service and satisfaction more than the cost. Maybe it's just time to try somebody else out. Who knows? Maybe I end up coming back!
Keep up the superior work.
Cheers.

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@wetdro
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I have a iphone 4s, it died and has been on the charger for the last two days and still wont turn on. How can i fix this???? condition of phone is not the best and was having issues staying charged to begin with but never NOT came back on.

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Equipment charge for phone sent back!

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