Has anyone experienced being charged by Verizon for a phone that was returned after an upgrade? We upgraded my boyfriend's Samsung 7 in May 2017 for the Samsung 8 through the online upgrade option as it said he was eligible due to paying 50% of his Edge agreement. All of the documentation indicates this was an upgrade; however we were not sent the return box that is typically sent with an upgrade. When my boyfriend activated his new Samsung 8, it created a new phone number. I contacted Verizon to figure out what happened. Customer Service 'fixed' the situation, saying it was some online glitch or something that occurred when we upgraded online, so they connected the Samsung 8 to his current phone number, and said they would send the box for us to return the Samsung 7. We received the box in June, and we returned the Samsung 7, with Verizon receiving it on June 19th (USPS tracking # <<removed>>). Since then, we have continued to be billed for a phone we do not have. I’ve called Customer Service numerous times. I’ve been told that they see it was an upgrade, acknowledged that they did in fact receive the Samsung 7 at their Warehouse, and a support ticket has been placed. They say I should receive a call or email from Verizon within 3-4 days, and they’re certain this will solve the issue. I have not once received a call, or email from Verizon Support after the customer service calls. Since June 2017, I’ve been charged $27.99 for a phone that we do not have. How is this not fraudulent? The device agreement for the Samsung 7 is almost paid off by now. I don’t know how to get this fixed. Any guidance would be helpful.
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If you're a Postpay customer, you can dispute your bill within 180 days of receiving it, but unless otherwise provided by law or unless you're disputing charges because your wireless device was lost or stolen, you still have to pay all charges until the dispute is resolved. If you're a Prepaid customer, you can dispute a charge within 180 days of the date the disputed charge was incurred. YOU MAY CALL US TO DISPUTE CHARGES ON YOUR BILL OR ANY SERVICE(S) FOR WHICH YOU WERE BILLED, BUT IF YOU WISH TO PRESERVE YOUR RIGHT TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING SUCH DISPUTE, YOU MUST WRITE TO US AT THE CUSTOMER SERVICE ADDRESS ON YOUR BILL, OR SEND US A COMPLETED NOTICE OF DISPUTE FORM (AVAILABLE AT VERIZONWIRELESS.COM), WITHIN THE 180–DAY PERIOD MENTIONED ABOVE. IF YOU DO NOT NOTIFY US IN WRITING OF SUCH DISPUTE WITHIN THE 180-DAY PERIOD, YOU WILL HAVE WAIVED YOUR RIGHT TO DISPUTE THE BILL OR SUCH SERVICE(S) AND TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING ANY SUCH DISPUTE
It is evident that we have let you down, SHANNS513. Clearly I see that a lot of time has been invested on this matter of the monthly Device Payments being billed. I would like to provide you the time and attention that you deserve, and I have sent you a Private Message.
Please work with me there.
DavidH_VZW
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