Issues with Verizon after I edged up to a new phone

I had an iPhone 5s on Verizon Edge. Once I was eligible, I edged up to a Galaxy Note 3. When I got the Note 3 it came with a return label, bag and instructions to send the iPhone back within 14 days so I would not be charged the remaining edge balance on it. I did send it back and it was confirmed via tracking number that the phone was delivered a week after I got the Note. I got an email from Verizon two weeks ago stating that since they never received the iPhone they were going to charge me the remaining balance on it to my account. I reached out to Verizon via Twitter. The first time I spoke to the rep they got the tracking number and my info and verified the phone was delivered. They told me they would correct this so that I would not be charged. A week went buy and my new bill generated and the charge was still there. Again I reached out to support. They told me that after the phone was delivered it takes 14 days for the device to be inspected and cleared. Now this makes no sense as when you edge up it clearly states you have 14 days to return the phone. So basically what Verizon told me was that even if you send the phone back as soon as you receive your new edge phone it takes 14 days after they receive it to clear the phone so they will charge you the remaining balance then you have to deal with them to get this problem corrected. I have been a loyal customer for 10 years. I always pay my bill and have never had any problems in the past. I do not want to keep contacting them to get this charge removed that should have never been applied to my account. If I cannot get some resolution I will be looking elsewhere for my cell phone services.

We appreciate all those great years of service with us, Branden88. Let's get you enjoying that new phone without worries of the charges for the old phone. I have sent you a follow request here in the forum. Please access https://community.verizonwireless.com/actions to accept my request and follow me https://community.verizonwireless.com/people/jenniferh_vzw back so you can send me a private message https://community.verizonwireless.com/docs/DOC-1613 with your name so we can get started looking into the return.
Thank you
JenniferH_VZW
Please follow us on Twitter @vzwsupport

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Ann154
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