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.

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    >> Edited to comply with the Verizon Wireless Terms of Service <<
    Message was edited by: Verizon Moderator

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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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  • Best Buy Return Policy for Cell Phones

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    into this:
    {removed per forum guidelines}

    Hello again Sloppy_Carlton,
    I’m glad to see you are utilizing the forums to reach out to us about multiple experiences, although I am sorry to see that neither of the experiences you posted about left you feeling delighted.
    Per our Return & Exchange Promise, we may return or exchange almost everything; however, devices that are damaged would be excluded. It seems the unauthorized modification (rooting and unrooting the phone) may have been the cause of the phone not turning on when attempting to update your operating system to KitKat. We would not be able to accept this device for an exchange or return as it would be considered damage from the unauthorized modification.
    That being said, I’m glad to hear you seem to have been provided a one-time solution to this experience. We truly value your insight and the time you have taken to share these insights with us. If you should need any further assistance, please feel welcome to reach out to us.
    Thank you for posting on the forum! 
    Tasha|Social Media Specialist | Best Buy® Corporate
     Private Message

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