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Verizon Wireless charging for a phone that I don't have; Terrible Verizon Wireless Customer Service

M

Mada

Android Enthusiast
To make this quick: I bought a phone. Person at Verizon store declared it defective. I got a new one. I didn't like it. I was still in my 14 day return period. I returned it. (so I now no longer have any of the 2 phones) Verizon still trying to charge for it.

I returned both phones to Verizon I had, one as a defective and the other as I-don't-like-this-phone return. I was still in the 14 day trail period when this happened. However, Verizon claims I still have the second phone and they are trying to charge me for it. I already received my money back from the Verizon store. They are threatening to cut off my service on April 10th if I don't pay $350 for a product that I do not have.

I have no idea on how to prove to them that I no longer have the phones. This was back in February and I've since tossed the receipts. This thread is more of a rant and an attempt to put a bad rep for Verizon Wireless' customer service, as if they didn't have one already. If anyone has an idea on what to do to prove I don't have the phone, let me know. Otherwise, by the looks of it I'm ditching Verizon for Sprint or AT&T.
 
Well I can tell you this..... if you think Verizon has bad customer service..... you should probably stay away from Sprint.
 
If you already haven't, you should start complaining up the chain of command. They should also be able to find the missing phone via its esn and ascertain that at the very least it's not in your posestion. They might even find that they sold it to someone else. Stick to your story and keep complaining till you find someone to listen to you. You should not pay them regardless. Good luck!
 
Mada said:
To make this quick: I bought a phone. Person at Verizon store declared it defective. I got a new one. I didn't like it. I was still in my 14 day return period. I returned it. (so I now no longer have any of the 2 phones) Verizon still trying to charge for it.

I returned both phones to Verizon I had, one as a defective and the other as I-don't-like-this-phone return. I was still in the 14 day trail period when this happened. However, Verizon claims I still have the second phone and they are trying to charge me for it. I already received my money back from the Verizon store. They are threatening to cut off my service on April 10th if I don't pay $350 for a product that I do not have.

I have no idea on how to prove to them that I no longer have the phones. This was back in February and I've since tossed the receipts. This thread is more of a rant and an attempt to put a bad rep for Verizon Wireless' customer service, as if they didn't have one already. If anyone has an idea on what to do to prove I don't have the phone, let me know. Otherwise, by the looks of it I'm ditching Verizon for Sprint or AT&T.
Click to expand...

If this happened back in Feb. when you got your March bill, were there any calls made on the phone, or data used? If there were, Verison should be able to tell were these calls were make from. Area of the country I'm referring to, not the phone number.

Also, if you're still in their system as an active customer, your "My Verizon" account should be active. Have someone look there, because all your bills should be accessable there.

Sounds to me like your phone was sold to someone else, and the Verizon computers think it's you. Like the previous poster said someone should be able to help you find out what happened. Keep trying and you'll get it straightened out.

A hassle I know but sh*t happens. Get it straightened out and move on. Small potatoes in the game of life.

Best of luck to you.....:)
 
Thanks for the advise. I'll see what I can do. However I left this detail out that may or may not have significance. The phone was originally bought on a different card than what card gets charged for the bills. So I bought the phone with card #1 and bills on card #2. Now card #2 is charged for the phone. I've done this before with success but just throwing it out there.

I'm sure data was used on the phone but I don't remember 100% if I made a call. What would this information prove besides the fact that I did have the phone?
 
Mada said:
Thanks for the advise. I'll see what I can do. However I left this detail out that may or may not have significance. The phone was originally bought on a different card than what card gets charged for the bills. So I bought the phone with card #1 and bills on card #2. Now card #2 is charged for the phone. I've done this before with success but just throwing it out there.

I'm sure data was used on the phone but I don't remember 100% if I made a call. What would this information prove besides the fact that I did have the phone?
Click to expand...

I was referring to calls made and/or data used after you turned in the phone. Where the calls were made from, (again not the number but the location) would probably show the location of the phone now.

Something else I just thought of. Call the phone number of the phone they think you have and see who answers.

There's just gotta be a way to show Verizon that you don't have the phone.

Can't help but think there's just gotta be a way,
 
If you used a credit card to purchase the phone, then it should have also been refunded to the card. You can call your card company and ask for a copy of the statement in question. This should show the refund in question. No way Verizon would give a refund w/o having phone in hand. This along with others' suggestions to track any calls made on the phone should help convince them the error is theirs. Good luck to you!
 
cmybliss said:
If you used a credit card to purchase the phone, then it should have also been refunded to the card. You can call your card company and ask for a copy of the statement in question. This should show the refund in question. No way Verizon would give a refund w/o having phone in hand. This along with others' suggestions to track any calls made on the phone should help convince them the error is theirs. Good luck to you!
Click to expand...

Excellent idea cmybliss!
 
As others have suggested, I think that sending your credit card statement showing the refund for the phone to Verizon likely is the most promising option. In addition, if you returned the phone to a Verizon store, then that store should have cash register transaction records for that day showing your return and refund of the phone. Unless, of course, they purge them after a certain amount of time, but it might be worth looking into.

Good luck! I hope that it works out for you.
 
pastafarian said:
If you already haven't, you should start complaining up the chain of command. They should also be able to find the missing phone via its esn and ascertain that at the very least it's not in your posestion. They might even find that they sold it to someone else. Stick to your story and keep complaining till you find someone to listen to you. You should not pay them regardless. Good luck!
Click to expand...

this happened to me when i returned my Droid Charge. They LOST IT! what happened was they sent me 3 different fed ex return labels... one for the phone, one for the sim, and the other for the EXTRA sim they had to send me so i'd have service while i waited for my droid3 to come.

Well they sent the slips together and didnt' tell me which was which. So i put everything in one box, took one label, stuck it on the outside and put the others INSIDE The box. I get messages via text from VZW that i have not returned the phone and if i dont, i'll be charged $560! I called and complained. They put in a ticket to find the box... Well their returns department chucks all the boxes into these large bins and they weren't going to go thru each one to find it. I did get charged and i flipped out on them. I bitched and moaned up the command line until it got resolved. It was resolved by a manager who said they won't "credit my account for a returned phone" but he could credit my account all these other promo offers they have that add up to that amount. And that's how I got out of it. But my record says i kept my phone.

I will NEVER do that again.... good luck!
 
Thanks all! Got it resolved last night...

Turns out the information stating that the phone was already returned was "on the wrong part of the screen" and that the employers were looking at "where it was supposed to be on the screen" but instead it was "on the other part of the screen"
(I'm talking about those damn 12 inch wide monitors they have at the store.)

SO..... you're telling me this whole problem was caused because someone cannot move their eyes 12 inch over and look on the other parts of the monitor??

I need as many facepalms you have.
megafacepalm.jpg


This went on until the manager came out and checked the whole monitor and found the info.
 
Oh good lord, save us all from the ineptness of the Verizon store employee! I'm glad you were able to get the issue resolved.
 
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