Waiting for a credit to be issued for a returned device that has been returned!

Question

Since November 12, 2013 we have been waiting for Verizon to issue a credit on a returned phone for $450. Verizon has the tracking number it was delivered to the warehouse 9/25/13...We have called numerous times at least 7 or 8 times, I have sent 16 emails, I would estimate I have spent about 9 hours on the phone with Verizon, clearly you can see my phone records and I hope you look at them. We get the same story..I am going to submit a ticket to the warehouse and you will see a credit in 72 hours...It hasn't happened yet. My husband Spoke to Debbie that assured him that she was issuing the credit while they were speaking and made an agreement that when he saw the credit issued he would pay our bill...never got the credit as promised she lied to get him off the phone. This morning my phones were shut off...spend another 1:30 of my life on the phone trying to get this straightened out...I just don't get it? How can this many employee's not know what to do or how to credit a billing issue, I've called the gal at the warehouse investigation and left her messages and no returned calls. Ive emailed this one gal over and over no response. Every employee says oh yeah we did receive the equipment the warehouse blah blah blah....at this point we have been lied to repeatedly and I have lost total trust for Verizon. As a past AT&T customer of 12 yrs I thought I would receive better service and this is terrible! 4 phones that all had electrical issues and now this...In 72 hours if I don't see a credit I will be filing a report with the FCC...I just don't have any other options at this point. I cant seem to get the attention of the person can fix this.  

Answer 1

Well this is one of Verizon's pet scams. Its normally we have not received the device back, the item was damaged, there is water damage, you sent back an empty box.
You have one good clear option. Small claims court, you will need a copy of the tracking report, a copy or receipt for sending it back to verizon, you will need a written summary of when you called verizon, the names of the people you spoke with, and telephone numbers and email addresses of the contact people you interacted with.
You will need to pay a small filing fee to the court but include the cost in your filing. Give the court the address of your billing and or a local verizon corporate store location address in your location.
You must also send a certified return receipt requested letter to the billing address in which you dispute the $450 they claim you owe. In the letter tell verizon you will pay only the amounts not in dispute, and that they cannot dunn you or turn off your service while its being hashed out. This is a Federal Law as well as a state law in many jurisdictions.
Take them to court. Also add in any expense of time off from work by the hour in your claim. Do not arbitrate under any circumstances.
Also file a complaint with the Better Business Bureau http://www.BBB.org  and the Federal Communications Commission http://www.FCC.gov
Good Luck