I have been a Verizon customer through a family plan for more than 10 years, and my decision to take over my own account last June will haunt me forever. After a string of 'like new' devices to replace a malfunctioning device (they sent me four that didn't work), I was finally told about the Edge program. I enrolled and received my new iPhone 6 shortly thereafter. I did not receive a return label for my old device, so three requests (two ignored) later I received the return label in the mail. I peeled it off, stuck it on the box containing the old device and sent it via USPS to Verizon. This month I received a notice on my bill stating that I had not returned the device, so I was charged $199. I called Verizon on November 6th to rectify, and the representative told me that (whoops!) they had received it, and that it was their error that it wasn't entered in the system. She told me to pay the correctly billed portion of my bill and to leave the $199 because the charge would rectify itself. This morning I received a notice that my account was past-due in the amount of $199. When I called, they let me know that now, 8 days later they don't have any record of receiving the phone. They checked with the warehouse and it's not there. They also told me that because I didn't keep the slip on the edge of the return label, there is now no way to track the package. The representative offered me a $25 credit on my bill and told me that someone should have told me that I was supposed to keep the tracking number on the label.
This is the final blow in my relationship with a company that seems to purposefully testing my devotion-- and they have finally succeeded in making me want to terminate my contract. June 15th (the day I took over my own account) is one that I regret now. Although everyone I have spoken to has been nice on the phone, their incompetence in failing to send me labels after 3 requests and giving me false information has made this situation unbearable. How do I rectify this?! I am reading a number of other complaints who are facing the same situation and have read dozens of similar accounts online. How is this being handled!?
Your loyalty is much appreciated kmr3612. We don't want this decision to haunt you for ever. Let's wake up from this nightmare and prove to you how much you are valued. Let's find this missing phone. Please accept my follow request so we can communicate via private message. We will have this resolved for you.
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I'd suggest that you contact customer service again. it's possible that either one of the people you spoke to didn't want to be the bearer of bad news or that they didn't know where to look for the missing device information. I realize you're upset but being kind to the person who is trying to help you will get you far.
I hope that is the case, and, for the record I have been polite and patient throughout this entire 6-month ordeal. It's not in my nature to overreact or be rude, but I can only take so much from a company who has tested me month after month with poor service and inconsistent service.