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Edge Up return fiasco

Miembro

Here's the abbreviated story:

Sent back phone on Edge up deal through USPS to Forth Worth processing facility.

Phone arrived at Fort Worth Facility on Dec. 2nd(Verified with 2 calls to USPS)

Phone hasn't been processed yet(71 days later and i'm being charged for it!!!)

Verizon has verified that the phone arrived at their facility.

Verizon will not remove charge on account for un-returned phone.

Are you kidding me?          How can you justify treating your customers like this?      I'm being punished for for an inefficient processing system. 

Verizon and USPS have both verified delivery,  after 71 days......nothing, and now i'm supposed to pay $260 dollars because i haven't returned my old phone??????   I've been a customer for nearly 15 years and this is what i get!

If anyone has dealt with this or similar issue,  do you have any advice for me?   Maybe there is way i can contact the processing facility directly,  or convince someone at Verizon that i shouldn't have to pay for a phone that THEY HAVE!!

Muchas gracias

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Re: Edge Up return fiasco

Leader

What exactly is the 260 dollars for?

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Re: Edge Up return fiasco

Miembro

The $260 is the remaining amount owed on the phone. This amount is what i

was told i would have to pay, if i didn't return the phone. I had already

fulfilled the contract requiring payment of at least 1/2 the price of the

phone so i could upgrade to a new one. I received at least 3 emails

warning about the charge to my account if the phone wasn't received. But

the phone had been received...........Verizon had it the whole time and

still does(confirmed by both Verizon and USPS, i have a case number if

needed). It just hasn't been processed. And now i'm being charged for it.

On Thu, Feb 12, 2015 at 11:55 AM, pherson <forums@verizonwireless.com>

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Re: Edge Up return fiasco

Verizon Employee

abpst11 It is very important to us that the invalid charge is removed. What information is provided with the tracking number? Where does it show the package is located?

SheritaH_VZW

Síguenos en Twitter

@VZWSUpport

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Re: Edge Up return fiasco

Miembro

Thank you for your help.  The package tracking number is (eliminado).  I have spoken with Andrea at the USPS and she gave me this case number: (eliminado).  She shows that the package was delivered to Fort Worth on Dec. 2nd. 2014.  I typed in the tracking number myself on the website and it confirms delivery at the Fort Worth location  at 3:05am on Dec. 2nd 2014.  The last 2 customer service representatives that i spoke with at Verizon also confirmed that Verizon had, indeed, received it on that date.  I have attached a screenshot of the usps website with the delivery confirmation.

>> Edited by Verizon Moderator to comply with the Verizon Wireless Terms of Service <<

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Re: Edge Up return fiasco

Asistencia al cliente

abps11

Thanks for taking all those steps! What's the date of the invoice the charge appeared on? You can see this date if you log in to My Verizon http://bit.ly/xB4iTc, and click on "View Bill". You'll see a bill period listed! What dates are there on the bill you see the charge for your Edge device?

RuthW_VZW
Follow us on twitter @VZWSupport

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Re: Edge Up return fiasco

Miembro

Thank you. The billing period was Dec. 29th to Jan. 28th. The charge is

listed as Equipment Charges $260.40. I've attached a copy of the bill

with the dates and charge highlighted. Also, on the second page, it shows

the equipment charge as being a remaining balance for months 13-24. But i

returned the phone, in order to take advantage of the upgrade. If i'm

charged the remainder of the price of the phone, wouldn't it then be my

phone, and i wouldn't have had to send anything in, in the first place?

Muchas gracias

On Thu, Feb 12, 2015 at 3:22 PM, Verizon Wireless Customer Support <

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Re: Edge Up return fiasco

Asistencia al cliente

abpst11

Thanks for sharing those dates! I definitely want to move forward with some options. I sent you a Direct Message. Can you reply to this please?

RuthW_VZW
Follow us on twitter @VZWSupport

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Re: Edge Up return fiasco

Miembro

I am currently going through the same thing except I don't have my tracking no. to verify myself. I'm getting charged $323 for my "non-returned" HTC Rezound!

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Re: Edge Up return fiasco

Miembro

Yeah, it's a very frustrating feeling. Did you use the label provided by

Verizon?

On Thu, Feb 12, 2015 at 5:04 PM, ewing999 <forums@verizonwireless.com>

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