Verizon Sent me the wrong EIN numbered phone and has been nearly 3 months and still no refund

Question

I am still not getting my money back for the phone I ordered and paid for via credit card on 11/29/2010.
You guys sent me the wrong phone with the wrong EIN number. So I was told by my local Verizon store on 11/30/2010 to send it back (Which I did) and a new phone would replace it (received new phone), The replacement phone was billed to my Verizon account and I was told I would get my money back  once the first phone was returned to you guys,
I shipped the first phone back via FEDEX on 12/3/2010.
I contacted customer service on 12/31/2010 and told them I hadn’t gotten my refund yet (REF# 70331329 and was told expect a refund in 24 to 48 Business hours.
I contacted Customer service (Greta) on 2/6/2011, and she said she saw that the phone had been returned and said it should show up on the next billing cycle.
I got a new bill on 2/25/2011 and no refund was on the bill.
I contacted customer service on 2/26/2011 and talked to Jeff, he said He would fill out a TOPS request and he would call me back on 3/2/2011 and as of 3/21/2011 no call has been received from him.
I called customer service (Aman) on 3/6//2011 and he said I should get my money back in 24-72 hours and I haven’t yet.
I emailed the Verizon/Boeing contact and he said he has “no teeth “ to do anything about it, and I would need to elevate to at least supervisor level and they should be able to do something about this ………….and he is sorry he can’t help
It has been nearly 3 months and 4 phone calls by me and I have been told I should get the money back 5 times now. And still no return of my money. I think this issue needs elevating to the top of the company if necessary as this has become a joke of Customer Service from your company.
It seems that the CUSTOMER is not important to Verizon anymore.
Please stop giving me the Customer Service run around and actually return my money that I had to pay for the wrong phone that you sent me and then had me send it back.
Do I need to get legal advice or the Attorney General involved to resolve this?
Once happy customer
Terry

Answer 1

Rofl... 1) peer to peer forum... as much fun as your righteous rage is we can't really help (although you will probably get a pm from a rep... keep in mind you can do the same thing throught the 'contact us' link in the upper right). 2) Just as confirmation... you did pay for the second phone separately? 3) Call in, talk to a sup and tell them the situation in a calm polite manner. Have them double check to make sure the phone is showing in the warehouse... that the fedex order is showing as having been returned and that some return refund requests have been submitted... If all of that has been done, and they show it has been returned then some form of credit should be able to be worked out. Oh, I should also say that you may not need to go to a sup. A lot of reps are more than able to take care of this, gauge the confidence level of the rep for the first few minutes (along with how well they are willing to listen to you) before you decide to sup up.