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Verizon says I didn't return defective device!

R

razr78

Lurker
I need some help. I got a replacement phone from Verizon in Sept. I sent the package back and they say they never received it.

In the box was just a white padded envelope with the shipping info on front. The paper in the box said to put phone in the envelope and put in your mailbox.

So now they are charging me $449.99 saying they didn't get it. I spoke to someone and they are saying that I had to go to the post office and hand it to the lady behind the counter. Well I always mail stuff using my mailbox and never had anyone say they didn't get there stuff.

So now I am fighting this because I will not pay the fee.

Apparently, there is a new way to send phones back because they don't do fedex anymore.

Anyone have this problem??
 
Yup! Having the exact same fight with them right now. All you can do is keep disputing it and calling them as far as I can tell. The reps I've spoken with have told me that they're aware of problems in the system, but there doesn't seem to be much they can do to speed up the process on their end. :mad:

BTW: One thing that can help is if you have the portion of the label that didn't go on the box as proof that you'd sent it. It can help!
 
I had the same thing happen to me but they acknowledged they got the phone back, they just charged my account.

They still use Fedex, I have 2 phones in my kitchen I need to return and 1 in front of me now that I'm sending back... but they aren't charging me and its been a few weeks.

Unreal.
 
Mine was from Verizon, not Assurion. I've never had any issues with Assurion, my first time returning to Verizon and I get this. Ive been with them for 6 years.
 
The girl on the phone told me they are using a new method to returning the phones. Maybe they use this randomly to get extra $$$ out of people? Wouldn't put it pass them after reading the complaints from people getting charged even when they have the proof from FedEx.
 
razr78 said:
The girl on the phone told me they are using a new method to returning the phones. Maybe they use this randomly to get extra $$$ out of people? Wouldn't put it pass them after reading the complaints from people getting charged even when they have the proof from FedEx.
Click to expand...
Where do you live? I'm in South Florida and even 2 weeks ago, they made absolutely no mention of going away from fedex...
 
its always a good idea when your mailing packages that you request a signature upon delivery so that if they say they didnt get it, you can show them the signature verification and the persons name and say: "yes you did, so and so signed for it"
 
VoidedSaint said:
its always a good idea when your mailing packages that you request a signature upon delivery so that if they say they didnt get it, you can show them the signature verification and the persons name and say: "yes you did, so and so signed for it"
Click to expand...

I definately agree with VoidedSaint. I always get a 'return receipt' when sending something back that I will be charged for if they don't get it. Granted, it costs a little more but the peace of mind is well worth a couple bucks.

Once when I had to return a phone to Verizon, the rep I was working with said I could if I wanted, just bring the old phone into the store. Worked for me. No cost for a return receipt and I would have had to drive to the post office anyway. So just drove to the Verizon store.

All the above being said, I truly hope things work out for the OP, cuz it's a crappy position to be in..... Best of luck guy! (or girl as the case may be)
 
I returned 2 bionics and a TB today when I traded it for the Razr. I made them put in my record, I returned all 3 and got a fedex tracking #.

I don't play games with Verizon... BTW, 1 phones ESN ended in 1311. I called to ask which I owe and which are mine... they said I already returned 1311, even though it was in front of me in my kitchen.

Brain surgeons, all of them.
 
I returned a Droid X for Warranty replacement in November, have the tracking and proof of delivery and Verizon is still saying i didn't return the device and charging me $449.99. I have had multiple calls with them and they are on their 3rd inquiry with the warehouse. One of the people claimed I only returned the battery in the box. The fact is I didn't return the battery because the instructions they sent me specifically said not to send back accessories including the battery ( I figured great, extra battery for me). So far each person I have dealt with has not followed up with me as promised and I keep having to call them back. However the last woman I dealt with was very nice and has promised to get back to me as soon as she gets the results, we will see. The woman i spoke with previously had the audacity to try and negotiate a settlement since I have been a customer for so long. She was going to reduce the fee by 50%... I was thinking this woman is crazy, she doesn't understand that I 100% returned the phone, have the tracking, proof of delivery. WHY THE HELL WOULD I WANT TO KEEP A BROKEN PHONE? Wish me luck - it's ashame because if the charge does not get removed not only will my personal phones be switched but my corporate and families as well.

Has anyone had success resolving this? :(

~JC
 
razr78 said:
I need some help. I got a replacement phone from Verizon in Sept. I sent the package back and they say they never received it.

In the box was just a white padded envelope with the shipping info on front. The paper in the box said to put phone in the envelope and put in your mailbox.

So now they are charging me $449.99 saying they didn't get it. I spoke to someone and they are saying that I had to go to the post office and hand it to the lady behind the counter. Well I always mail stuff using my mailbox and never had anyone say they didn't get there stuff.

So now I am fighting this because I will not pay the fee.

Apparently, there is a new way to send phones back because they don't do fedex anymore.

Anyone have this problem??
Click to expand...

Are you sure this is Verizon and not their insurance carrier, Asurion? Asurion uses padded envelopes and USPS, but Verizon uses boxes and FedEx. I wouldn't place any phone in my mailbox, the risk of theft is just too high. You put it into a dropbox at the post office or, better yet, take it inside and pay extra for a tracked delivery, which would provide proof of delivery. Verizon does do FedEx--in fact I just returned a defective RAZR, via Verizon's FedEx last week--December 12, 2011. Asurion uses USPS.
 
I'm having the same problem with Verizon right as we speak, (in addition to my first bill being messed up big time- Verizon math FML).

I had a Rezound that got so hot that it would power itself off. They sent me a "Certified Like New Replacement". I got the phone, put the old one in the Fed Ex envelope and took it over to Fed Ex. They took it, scanned it into the system so I could follow it. A couple of days later, I got a notification saying that a change had been billed to my account- I look and all of the sudden I see an additional $549.00 charged to my bill for the Rezound that they said I never shipped back.

I called them and tracked the package with them- one rep told me the package is showing as arrived, but they cannot find it, and I must still have it. Another rep told me that I sent an empty box back, no phone in it. A different rep told me the box just had the headphones and charger in it??? WTF are they doing?

I'm STILL arguing with them on this issue- I can track the package with the tracking ticket that came for the return shipment- it shows "Delivered- Dec 4, 2011". Not sure what else I can do in order to get them to credit it back. If need be, I'll open up a complaint with the BBB/FCC/AG letting them know what is going on, all while NOT paying my bill.

I had Verizon before and left for Sprint. If Sprint had SERVICE where I live and work, I'd still be there. I've been with Verizon for almost two months and its been a very rough two months- not happy with their inconsistencies...
 
0837s said:
I'm having the same problem with Verizon right as we speak, (in addition to my first bill being messed up big time- Verizon math FML).

I had a Rezound that got so hot that it would power itself off. They sent me a "Certified Like New Replacement". I got the phone, put the old one in the Fed Ex envelope and took it over to Fed Ex. They took it, scanned it into the system so I could follow it. A couple of days later, I got a notification saying that a change had been billed to my account- I look and all of the sudden I see an additional $549.00 charged to my bill for the Rezound that they said I never shipped back.

I called them and tracked the package with them- one rep told me the package is showing as arrived, but they cannot find it, and I must still have it. Another rep told me that I sent an empty box back, no phone in it. A different rep told me the box just had the headphones and charger in it??? WTF are they doing?

I'm STILL arguing with them on this issue- I can track the package with the tracking ticket that came for the return shipment- it shows "Delivered- Dec 4, 2011". Not sure what else I can do in order to get them to credit it back. If need be, I'll open up a complaint with the BBB/FCC/AG letting them know what is going on, all while NOT paying my bill.

I had Verizon before and left for Sprint. If Sprint had SERVICE where I live and work, I'd still be there. I've been with Verizon for almost two months and its been a very rough two months- not happy with their inconsistencies...
Click to expand...

I believe FedEx weighs the package. By subtracting the weight of the envelope and whetever else you say was in the envelope, they should have an idea regarding if there was a phone in the package or not. Unless of course you're a forward thinking scammer and put the charger and headphones in the package to simulate the weight of the phone..... jk:)

Seriously though, best of luck,
 
razr78 said:
I need some help. I got a replacement phone from Verizon in Sept. I sent the package back and they say they never received it.

In the box was just a white padded envelope with the shipping info on front. The paper in the box said to put phone in the envelope and put in your mailbox.

So now they are charging me $449.99 saying they didn't get it. I spoke to someone and they are saying that I had to go to the post office and hand it to the lady behind the counter. Well I always mail stuff using my mailbox and never had anyone say they didn't get there stuff.

So now I am fighting this because I will not pay the fee.

Apparently, there is a new way to send phones back because they don't do fedex anymore.

Anyone have this problem??
Click to expand...


Having the same issue!

I returned the phone in October 2011. I
 
There is always return shipping tracking info stamped in the account. Get a competent rep to research it for you. Sometimes, the device is received and not properly tracked at the warehouse. It takes 5 minutes to verify this within the billing system.
 
They still ship through fedex, they just use the fedex smartpost method (at least in my case) which basically means the shipment is started through the post office. What I did was take the package to the post office and made sure they gave me a receipt proving that I mailed it and the weight of the package. Hopefully vzw won't try to screw me but if so at least between the receipt and tracking number, I have some proof.
 
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