Returned Phone

My new Samsung Galaxy S4 phone had a reception problem and I was getting frequent drop calls in my house ever since I got the new phone. Verizon Wireless sent me a new replacement phone and that fixed the issue. That was in July 2013. However, a bigger problem arose with the return process of my old phone. The box Verizon sent me along with the new replacement a plastic bags for return envelope. says "Merchandise Return Label"(address Dexter, MI 48130 - 2555 Bishop Circle West), Return instruction 1, 2, 3, and No postage necessary... , with logo of "HopeLine from Verizon".
I put the phone in one of bag and returned it in a few days later. Then about a month later I found out that I got charged because I did not return the new phone. The representative said that I was not supposed to send with that HopeLine envelop, which was for recycling center. She is saying that it is my fault for not sending to the right address. How could it be my fault that there was no other instruction than those two HopeLine envelops. In addition, it clearly says "Merchandise Return Lable", with Verizon logo on it. This is clearly not my fault, but the Verizon's for sending wrong instruction with wrong return envelope.
Verizon had been excellent to our need and taken care of all the problems we had previously. However, this is clearly their mistake and I should not be responsible for. I have called customer service and manager several times to resolve this issue, but they all said that there is nothing they can do. Hopefully posting here would help resolving the issue. If they don't take off this charge right away, I will fight at all cost and I am willing to take this matter to the court. I hope Verizon Wireless would listen and admit that they also make a mistake and customers are not responsible for theirs.
I have tried to call, email Hopeline to see if they have received the phone and to please return it. I only received 2 emails from the representative at Hopeline saying they have not found the phone yet. I have called daily to Verizon to see what they can do. I always heard that Verizon had the best customer service and the only thing I know what is best is delaying this issue. Has anyone had this problem? If so, please tell me how you settled it. I do not want to be stuck for paying for a phone that I returned. It's just not right. Please let me what you have done. Thank you
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captain1175,
This is not what I like to hear. I want every experience you have with us to be positive and end up being beneficial for you. I am so sorry that this has not happened. Just to clarify though, did you receive your $299 credit back? If not, please let us know so that we can investigate this even further.
ErinW_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Similar Messages

I ordered the new Iphone 6 and it will ship on 10/31, on 10/15 I completed the paperwork to return my iphone 4 8GB, but it appears when my paperwork was emailed to me and I didn't notice until today. It has my return phone listed as an iphone4 16GB...is

I ordered the new Iphone 6 and it will ship on 10/31, on 10/15 I completed the paperwork to return my iphone 4 8GB, but it appears when my paperwork was emailed to me and I didn't notice until today. It has my return phone listed as an iphone4 16GB...is this going to be an issue? I was quoted a trade in value of $200 and need to apply this to my iphone 6, if the trade in is not going to be $200 I need to cancel. I did call the verizon store today and the woman told me it should be no problem, but I keep hearing horror stories about this trade in program and I need to be sure.

susan522,
Congratulations on the purchase of your new iPhone 6. Ordering a new device can be very exciting and we understand wanting to be able to get your hand on it as soon as possible. With the trade in program the device that is being returned should indeed match what was selected at the time the trade in was processed. What we can have you do is reach out to our trade in team to see if this will cause any problems with the amount you receive once you turn in the iPhone 4. You can reach them here http://vz.to/1pJQcUb by clicking in the "How do I contact you" section. It will allow you to send an email to the team that handles the trade in requests personally.
CandiceH_VZW
Follow us on Twitter at @VZWSupport

Wrong phone listed as returned and still paying for returned phone, how did I finally get a credit?

I went to the Rancho Santa Margarita store back in February. On the 16th I switched to the Edge program and added my boyfriend. We bought 2 phones under the Edge, however, we needed to return his phone the next day due to no service at his work.
The sales representative was great and returned the phone, however, on the receipt he listed my phone as being returned. I have been back to the store twice to get it fixed, called them multiple times as well and still no credit for the phone I no longer have in my possession.
I finally did a live chat with a representative online with Verizon and he said he would look into and take care of it. But recently, I received an email from him saying that there is no record that the phone was returned so I would need to go back to the store that apparently won't or can't help me either.
It is obvious that the wrong phone was listed on the return receipt since I am using the returned phone listed on my receipt and still paying for it as well. The other phone I am paying for is not even connected to a phone number. So it should be common sense and obvious that the wrong phone was listed as being returned because how could it be if I am using still using the phone that was apparently returned and it is connected to my phone line.
I have spent hours trying to get this resolved and have now paid $275.12 on a phone that is in Verizon's possession but they won't and/or don't care to acknowledge the mistake on their part of listing the wrong phone returned.
How can I finally get this resolved and get my money back? Any ideas would be greatly appreciated. I have never had bad customer service until now and would hate to cancel my account, but am very close to that point.

Ok so I am still perplexed by this situation and why Verizon chooses to ignore my pleas to help me get a refund for a phone that I no longer possess since I returned it to them the next day. I am still having to pay for this phone and am getting extremely upset at this situation.
To make matters worse since I posted about this situation at the end of January, I did have one person contact me from Verizon and ask me for more information. I provided that information and have not heard back as well as now all receipts related to this incident have been removed from my account. Well I did keep a copy of these on my computer and on several zip drives so I still have the proof of them continuing to charge me for two phones when it shows a receipt of one being returned even though they listed the wrong one.
I sure hope this was a mistake and not a cover up to try and eliminate all evidence of this mistake.
Should I go to the better business bureau with this issue? Has anyone else had a similar situation and if so how did you finally get it resolved.
Thank you in advance for your information and suggestions.

Returned Phone lost

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.

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

Returning phone question?!

About three weeks ago I got the blackberry classic. After ten days of using the device I decided it wasn't for me and returned it within the 14 day return period and went ahead and got the Note Edge after paying the $35 restocking fee. I'm not completely sold on this phone just yet, but I recall the rep saying, "that once I switch the Blackberry for the Note, that I wouldn't be able to exchange the Note for something else, even if I pay another restocking fee." Does anyone know if this is true?

We want to make sure correct information is provided about your Worry Free Guarantee return. To clarify, you can only complete 1 wfg return. Did you advise the phone rep about the recent exchange you just completed? SheritaH_VZW Follow us on Twitter @VZWSupport If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

My service has been turned off even though I returned phone?

I am so unhappy with Verizon! I have been a Verizon customer (loyal) for over 13 years now. I always loved them, bragged about them, encouraged friends, family and clients to sign up with them as well. Until last year. I sucked it up every time I upgraded my phone and they took away privileges (unlimited this or that......) because I thought that is the way everyone is going now. I was so excited to use my upgrade in October of 2012. I was counting the days! Literally on my calendar! I originally ordered the new i-Phone 5 until I heard I could get the 4 for free. So, 4 days before I was slated to receive my new 5, I ordered the 4 instead. Biggest mistake EVER! First of all, I had a Droid X, which I LOVED, but I bought my daughter the i-Phone 4 for Christmas the year before and I wanted the ability to Facetime with her. Also, my coworkers also had i-Phones, so when a group text went out, I got tired of downloading each message separately.
My i-Phone never held a charge longer than 7-8 hours right out of the box! My daughters lasts 2 days new, easily. Even after a year, it still lasted longer than my brand new one. The sound is barely audible on the highest volume. So, couldn't use my alarm at all. Too quiet. Missed a ton of phone calls for work because I couldn't hear it ringing. In addition to being self-employed and working full-time, I was also enrolled in college full-time, a single mom, etc. No time to be on hold, just to be disconnected.....but that is what happened! Not only did I not get service anywhere on campus (my Droid got service everywhere except the middle of one building), I could not call Verizon customer service between classes. At work, I am too busy (hairstylist) so when I DID have more than a minute, I tried calling Verizon.
The first time I called, I must have pushed the wrong button at the end of the auto-you-pick-maze. Hung up. Client showed up and was too busy the next two days to call again. Second call: got through and she said she would connect me to the right department and I got an out of service message. You know, the kind with the 3 raising beep, beep, beeps? This number is no longer in service etc.........Weird. No time to call til the next day. FINALLY got ahold of someone! SO happy! He told me to call from another number and he was looking at my phone somehow (weird, but ok) and I was on the phone with him for 20 minutes and had to get to class. (Remember how I said my phone didn't work on campus?) The gentleman from Verizon PROMISED to call me back at an agreed upon time and never did! I told him how hard it is for me to make time and the difficulties I have had with trying to get through and he promised!!
By then, so fed up, was ready to cancel my Verizon account and transfer to the competitor. Decided when I had time (after the quarter was finished and holidays over) that I would go into the store and deal with it. Of course by now, it had been too long so they said they would give me a $90 credit for my i-Phone (they swore it wasn't refurbished and they would NEVER sell a used one as new but now I don't believe it) and I could pay the difference on another phone. Not happy but desperate to get a phone that worked, I chose a cheaper Droid. The Samsung Stellar. When I told my daughter they charged me $250 for that phone, she was furious! She said that was a total rip off. Even worse, when the new phone arrived, it was not even new! It was refurbished. Whatever. STILL desperate to have a working phone, I followed the directions to activate it. It never activated. The running circle on the screen went round and round and never stopped.
I am SO OVER THIS!!!! I brought it down to FedEx and shipped it back. During the billing cycle in between, I paid my normal bill minus the replacement phone charge. On Saturday, I get a message from Verizon saying they are turning my phone off (can't remember the exact terminology they used) if I did not bring my account current. Through another maze of automated-you-pick-menus, I was able to choose a button that told them my overdue payment was in the mail. Technically, it was. Tonight, no service on my phone. Checked FedEx tracking number and they received the phone yesterday!! I AM SO FED UP!!!
Now, I am reading the forums and realize I am one of MANY who this has happened to and it looks like the fun is just getting started. Looks like they will say the box is empty first (as per other reviews on here) then, after a couple months, they will "find" the phone..........I am still stuck with a **** i-Phone 4. I never thought Verizon would treat me this way. Guess this is what happens when a company gets too powerful. They don't care about the customers anymore. I think I am going to bite the bullet, pay the early termination fee and never look back. I hear AT&T is offering a great deal for new customers right now............
<< Edited to comply with Verizon Wireless Terms of Service >>
Message was edited by: Verizon Moderator

Hey Salonsister. I want to start off by saying I admire all that you do as a single mother. That is awesome that you are able to go to school full time, have a full time job, and raise a family. You truly are a hard working person, keep up the great work. With all the hard work you do, we absolutely want to do everything we can to make this easier on you.
I am sorry to learn about all the phone issues you have been having. The iPhone 4 is a great device and I truly am sorry to hear that it gave you so many issues. I completely understand that you are busy, but I am confident that if given the chance to troubleshoot that we would have been able resolve the issues you were having.
The Samsung Stellar you purchased was most likely a Certified Pre Owned device. If you were not upgrade eligible this would have been your least expensive option. The phone at full retail is $329.99 so by going with a Certified Pre Owned device you saved $100.00. For more information on the Certified Pre Owned program please visit http://vz.to/rcDvLW.
I understand that it didn't activate, but again if given the chance to troubleshoot I am positive we could have gotten that up and running for you.
When you shipped the device back? Did you ship it back within the 14 day Worry Free Guarantee? When purchasing a device or an accessory you have 14 days to return the device from the point of purchase for a full refund.
If you let a balance run past due, you do run the risk of having your services interrupted. I know you returned the phone and all, but that balance was due as a part of that bill which was due on whichever date your bills are normally due. The adjustment would than appear on the next bill.
Did you receive an alert that the device was received? If not, did we file an investigation for you?
We truly do care salonsister and it would be sad to see you go. I am here to assist and I know we can get this straightened out for you. Please provide additional details to the questions I asked and I will continue to assist.
NickB_VZW
VZWSupport
Follow us on Twitter @VZWSupport

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.

How to Handle NET, Return Phone - Verizon Wireless Store vs. Wireless Zone

Background:
My wife needed a new phone and we had available a NET credit on the her number for a new phone we were currently on a Month-to-Month since the original contract was up. She chose a Samsung Reality phone. We dropped one line of the Family plan (from 4 to 3 lines) because we would now be paying 9.99 monthly for data plan required on the new line and the secondary line wasn't being used anyway. New 1400 Family plan + 9.99 monthly data plan is activated with corporate discount.
My wife has been using the Reality and doesn't like the touch wizard features and the way the phone answers the call as she's pulling it out of her pocket (among other things). We are within 20 days of the original purchase/upgrade and went back to the VZ store to return for an LG Chocolate Touch - which my wife like's better. It was a Friday - clerk says no phones in stock and if he orders it will be Tues/Wed before he can get the phone. We decide to come back the next week (Tues). Clerk let's us know the LG Chocolate is not available within 500 mile radius (he thinks it's being discontinued). My wife does not like the other available phones and/or the 29.99 data plan requirements on some phones. Now What!
Her brother contacts his preferred provider - Wireless Zone. They say they have the LG Chocolate in-stock and can make the switch.
Now I'm concerned about the return of the original upgrade phone to VZ store and then being able to get the NET discount on the LG Chocolate (after getting credit from VZ store - $35 service charge).
Can the authorized reseller apply a NET if the original upgrade phone is returned and roll the contract on the corporate discount?
Thanks for any help!

That would depend on the policies of the authorized reseller. Some honor the NE2, some do not. When you use an authorized reseller, you are actually signing TWO contracts, and Verizon's is secondary to the reseller's - read everything carefully so you know what the rules are and what your options are.

Anyone else having issues when returning phones after warranty replacement?

Just looking for some feedback, curious if anyone else has dealt with similar issues and what the outcome was...Last week Tuesday evening, October 1st, 2013, I went into my local Verizon store because i was having problems with my phone not charging. They told me there was an issue with the charging port and that they were offering an open enrollment on equipment protection plan and I could get a replacement phone shipped out to me within 2 business days if i enrolled for $10.00 a month. Now mind you I had an upgrade available at the time but was waiting for the Galaxy Note 3 to come out on the 6th. They assured me that it wouldn't effect my upgrade and i could transfer over the insurance to the new device when i upgrade, so not wanting to go a week or so without a phone i agreed and i received the phone promptly in 2 days like they said. Now this is where the problem comes in. I put the phone to be sent back in the box after switching out the battery and sim as instructed and applied the return label that came in the box, and took the box with me to the post office and sent it out. Now today I went to the Verizon store to upgrade to the note 3 but was denied because Verizon is claiming that they have not received the phone that i sent back and they are unable to track it. It seems to me that they should've received it already, and if not they should at least be able to track it by the bar code on the shipping label. I spoke to a rep and he's looking into it and is supposed to get back to me next week, but being a little concerned i googled "verizon warranty return issues" and came across a number of sites such as po'd comsumer.com and a few others where people claim they had the same problem and their phone was never found and Verizon held them responsible and charged them the $400 some dollars or whatever the phones were worth. Anyone here have similar issues???

There are hundreds of other posts on here with similar issues. I myself have had an issue similar but was only able to resolve it as I sent the phone back under my own FedEx Label and not Verizons. The label Verizon sends you the only one that can track is Verizon. And they will not. They also use a hybrid shipping USPS - FedEx or Fedex - USPS. Sending these under your own FedEx label the contract is between You and FedEx only.
That said, they started off saying I never returned the phone. I proved them incorrect with the Signature from FedEx. Then they said the box was empty, I proved them wrong with the weight from FedEx. They they said I sent the incorrect phone back in and gave me the MEI of what i supposedly sent. Proved them wrong as I was holding thae MEI in my hand. They ran out of scripted reasons that what I sent was wrong so I simply told them I would file a theft claim with FedEx and they can investigate, and I was filing a complaint with The Federal Trade Commission. They transferred me to a Supervisor, and the Supervisor went through the exact same script and at the end put me on hold for a few minutes and finally came back to state they were able to find the correct return that they had logged it in with an incorrect date.

Porting number before or after returning phone?

I am on an Edge plan and am interested in going back to my old carrier. I want to port my number but I'm not sure when I would do it. Do I return the phone then go to the other carrier and get everything started or do I go to the other carrier fist, get my number ported and everything set up and then return the phone immediately after that? Online it says Verizon will assume you are ending service once porting is complete so I'm curious when they consider a port to be complete so I'm not charged for a phone that's still in it's return period

I used to be with T-Mobile, but I don't remember if there was anywhere on the website where you could look for that information. If you have been with them more than two years and haven't extended your contract during that time by buying a new phone or switching to some special rate plan, you probably are not in a contract. However, if you're not sure, just call the customer service number and ask them if you're in a contract or if you're month-to-month.
Also, I thought I saw a story recently about T-Mobile users being allowed to leave their contracts without penalty because of some kind of fee dispute...if you're still in a contract, you might want to see if there's any validity to that story.
Addendum: Never mind. It looks like the story I saw "recently" was actually in May. Chances are this no longer applies.
<edited by host >
Message was edited by: 4n6doc

Returned Phone to Verizon

Was returned to Verizon in Charlotte and given to the representative. Then I purchased a new phone because my previous phone was defective. This new phone is with Verizon for them to re-sell. Why am I being held liable. I will tell Verizon one thing when this next two year contract is up we will NO longer be customers. End of story we have heard back from no-one and I want this trail removed from my account as being expired and not returned Verizon needs to check inventory this phone is in the shop and was hand delivered to Verizon when we purchased the new phone. My husband will not be upgrading to Verizon and after I am finished with Samsung phone that is it Verizon can kiss my sweet *** goodbye.
It might be a good idea to have Elisa call me back from customer service.

Arnette: I am not sure if you will receive this email. We are in a panic, as I can’t understand where the phone we shipped to Ft. Worth can be. It was sent USP on July 8 in the box we received the replacement Motorola (that was traded in for a Samsung Galaxy S4). This is a work phone with usage costs reimbursed, so any costs resulting from paying for a "lost" phone will have to be handled by us. We cannot afford to pay $500 for a phone that had no earthly value to us or anyone since it was inopperable.
History: the Motorola on July 2 did not respond to any key or touch screen prompts. We took it over to the Verizon store (1 mile away), where they verified its status and offered to provide a replacement. We didn’t want it, but they said there was a policy of 3 strikes (this was the 2nd) before a replacement within the contract year. We received the replacement Motorola in the mail and took it, and the broken phone, back to the Verizon store to get the new phone operating, transfer contacts, etc. (we also had hoped to make another appeal to upgrade to The Samsung). This time the manager allowed us to upgrade to the Samsung, although we would have to pay (this was a personal expense as the business would not reimburse this expense). Verizon gave us $61.00 (not the $500 if was lost) for the brand new Motorola toward the Samsung. I asked them to take the broken phone, but they said WE had to return it (why, why, why). We used the return address they gave us (this was also the address on the box of the replacement unit). We did not have an RMA label which is why they gave us the return address at the store. I did not get a tracking number (stupid, stupid, stupid), but really, what gets lost in the mail especially if you have a return address? This has to be somewhere in the Ft. Worth facility. Can anything be done in light of the situation and our history with Verizon?
I appreciate anything you can do.
Comment edited for private information as required by the Terms of Service.
Message was edited by: Admin Moderator

Returned Defective Phone. Shows delivered. My account is being charged for non returned phone.

I have called Verizon over and over again and it seems that your representatives get my story wrong every time. I returned a defective phone to your warehouse in Fort Worth, TX and it was delivered on August 26th 2014. I have called numerous times and provided the tracking info many times and I am still getting messages that a fee has been applied to my account.
I have doneseek some research on the internet and it seems that your company is doing this to many of your customers. If this is not resolved and I am charged for a phone that has been returned, I will seek legal help and contact the news. I refuse to pay $599 for a phone I returned.

My sons phone was defective got a replacement from verizon. Followed directions and was returned to Fort Worth Texas. On November 3 2014 Was sent text on Nov 14 I was going to be charged if not returned. Called they began a "ticket" to rectify the situation. Today 12/27 spent over 3 hours. Listening to someone tell me no mind you this is the third supervisor. It is not Verizon's fault or responsibility until the phone is checked in. And a refund can not be issued until it is. We have begun the process AGAIN but that was only a few hours ago what did they expect them
To do. So this has been going on for 2 months. The proper ticket was only issued today. again not their fault. Who's fault is it? This is insane.! $449 is not chump change. Did it ever occur to verizon to change procedure?! How many customers have been fed up and just paid this?!

I'm still being charged for returned phone (from November 2014)!

This has been a long issue. This phone in question, or the charge for the phone, was returned to the warehouse on November 28, 2014 (for which I still have the tracking#)! Verizon said they show it's returned! The latest excuse is that the warehouse is backed up on issuing return credits. FIVE MONTHS BEHIND THOUGH?! Come on now. I and my husband have called AT LEAST twice a month since to get this resolved, all to no avail. We are so fed up with this. We've been promised the credit numerous times along with countless call backs that never happened. Now our service is being threatened. We are NOT paying for Verizon's mistake. Especially a $700 mistake. The funny thing is that I just called two days ago to check the status and today I received a text saying "This is a notification of a missed arrangement made with VZW". Wow, really? My arrangement was a Ticket filed with Verizon for THIS issue (which I still have the ticket#). I don't know what else to do besides leave the company and switch to Sprint who is offering to pay whatever it takes to switch (though not this ridiculous, absurd charge). My next options would include the contacting the warehouse myself, contacting the BBB, contacting my regional Verizon President, and lastly taking this to small claims. We've had it.

I have also been dealing with same issue since December and have been re-assured "it's been taken care of" Surprisingly its mid-April and still same circle and now I'm to over 60 hrs on phone with managers who keep throwing the previous one under the bus. I've actu now called two other phone providers and now working on contct buy-out because time is money I do not care about my time or corporate benefits at this time because all it seems is that everyone wants to get someone off the phone. I have confirmed my phone has been there as my tracking number proved and that the device number was wrong because a previous verizon team member did not update device number when I had insurance claim. I've been told the form was submitted then, the next time I was told that from was wrong, then the next time the device number was wrong, etc. all through this each and every time I was told not to worry as they could all tell my device was back in the warehouse. This has been a joke because I continued to get calls and nobody has the record of complete call. Then this week my phone was disconnected 1 day after new payment was due because I was unable to log in and confirm the device was removed. I called because of this and everyone things I had a credit for the service but that's not even it, the credit is for the device that was received nobody has done anything for service plus just keep charging more fees nobody can explain. Slap to the face was Thursday I was offered a $5 credit, I got another call today for $35 (a fee I paid Thursday) and they actually said they were doing me a service by calling, yes I was at edge and yelled and then asked for manager and was told one minute then he hung up on me. I called into customer service asked for a manager been on hold 47 minutes now keep having the same person come on the line trying to solve and at this time because the true notes aren't on there it's just getting more irritated. This same complaint will be sent to correspondent mobday with specific names as to who I spoke with becau besides all the over promising and not delivering each person had some different reason they could only give first name. Some gave phone ref number which made me feel a little better about notes but most just seemed to play what felt like "I'll see how long they'll sit on hold because they can't track back to me". I've had 2 survey calls and gave true opinion (1st one I was happy because that was before I found out it was all false promoting) then the one this week lowest and told I'd get a call to discuss. Hasn't happened. Enough venting but maybe by posing at least I'll know I'm not the only one that has this same issue.

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.

Broken Customer Support - Returned Phone

Has anyone returned a phone and not received their refund for the phone? Any advice on how to get help as I have emailed and called several times. Every time I call they just "put in request"..This request has been put in over 5 times. The warehouse confirmed they received it 7/22 and it is now 11/11!!
If anyone has any advice or know how I can get in contact with someone that has the authority to cut me a check or refund my credit card ASAP that would be great!
Thanks,
Greg

I would click the Contact Us link in the upper right hand corner of this screen and shoot off an email.

Returned Phone

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