Returned Phone lost

Question

I feel obligated to vent if customer satisfaction is so great, why are so many people having issues returning their phones?  I sent my broken phone and they stated they never received it, I have spoke to Dennis on June 1, 2013 for 35 minutes who stated that he would follow up a week later and Scott on June 8, 2013 for 25 minutes who promised to follow up that day.
I want to scream since this is an eternal issue the stores should be responsible for taking the poorly operating device and ship them out weekly.  This would prevent the headaches that their so-called "valued customer" headaches, nightmares, and frustration. 
Why, would I want to keep a broken device?  Please advise me on who I need to contact next?  Thank you in advance for your time, energy, and effort Greg.

Answer 1

Well the first thing you do is send a Certified Return Receipt Requested to the address on your invoice and dispute the $299.00 so that they cannot ruin your credit via reporting it.
In the letter tell them you intend to bring them to small claims court for the full cost of the amount they claim you owe for a phone you sent back with their return label. If you have a copy of the label or a receipt of shipment bring that to court with you.  Additionally do a Google search on Verizons claim of lost phone or non receipt of returned phones, or water damaged phones etc. print them out to show the judge.
When you file include the $299.00 + $7.50 certified fee + $10-$20 court filing fee and let a court decide. If you have to leave work to fight it add your loss of salary per dollars per hour and any transportation costs in order to fight verizon. Parking fee etc.
Verizon will call to settle since the issues of lost returned phones is too numerous to be coincidence and personallt I believe they have a grouo if these workers stealing or throwing the devices away to increase profits. But verizon themselves may not be giving security to avoid these claims.
Good Luck