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Ouch! A $1500 Bill? Return Credits for phones not issued

Miembro

Seems Verizon didn't get two phones I shipped back to them, and they're going to charge me $650 for one and $450 for the other.  Regrettably I used the Verizon return labels and sent them back USPS.  Of course the tracking numbers aren't in USPS' system.

Per the first person I talked to, the $650 phone had been returned, but no credit was issued as it wasn't returned in the 14 day grace period.  I explained that the replacement was due to the $650 phone not working and the 14 day period wasn't applicable charged. (I went from the Nexus to a Razr) I was told the $450 phone was never received by Verizon.

I asked for the credit for the $650 as Verizon actually received it and the switched was authorized be Verizon.  I was told I had to speak to a supervisor to get the credit.

But when I went to the supervisor I was told that the $650 charge was for the Nexus phone not being returned and the first person had been wrong.  I guess the records somehow changed.  She indicated she would initiate another investigation to try and find the Nexus phone so I get to wait on that one.

So after 2 hours on the phone there was at least a little good news:  The $450 phone, despite never having been returned according to Verizon, was now magically active on another Verizon Customer's account.  So the supervisor launched an investigation into that situation, and I'm hoping to at least get that credit on the next bill.

So I'm asking the USPS to see if they can find a box laying around someplace in one of their post offices that should actually be delivered to Verizon.  But I'll probably turn blue before they find it, but wait, if a phone can magically get on another person's account despite not having been received by Verizon, then there is still hope for this one!

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Re: Ouch! A $1500 Bill? Return Credits for phones not issued

Sr. Member

  I like your positive thinking... I hope it works out for you.

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Re: Ouch! A $1500 Bill? Return Credits for phones not issued

Líder Sénior

The tracking number should at least show you dropped off the product

Last I knew, new devices came with a FedEx return label. Refurbished replacements come with a USPS return label.

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Re: Ouch! A $1500 Bill? Return Credits for phones not issued

Miembro

Further update from GrayTurtle:

One phone has already been credited to the account and the other is suppose to be credited within the next day or two.  Maybe I should have held off on this post until after I received the credit, but hey, I'll live on the wild side.

The only thing that saved me was that both phones, despite not showing as having been returned to Verizon per their system, were magically found to be in use by other Verizon customers.  So my calls resulted in Verizon searching their system for the phone ids and finding them in use.  Thankfully both phones were "reconditioned" and put back in service.  Otherwise I was dead meat.

I would hope Verizon reads these posts and notes that they have a real problem on their hands.  You have a major failure rate:

  • The return system is seriously flawed and they are charging people for "phones not returned" when Verizon has actually received the phone. You have a problem with your receiving process.  FIX IT!  Quit making your customers pay for the incompetence in your receiving department/system.
  • You need to search the system for the phone id BEFORE you charge the customer.  And it has to include phones that could not be reconditioned and have been sent off for parts or destruction.  If your system doesn't track phone IDs all the way through then it must be changed.  This includes a database for phones not returned to service.
  • Verizon uses FEDEX to deliver the product so they know they have the documentation to prove delivery.  However for the return they use USPS where the documentation is flawed or non-existent. Guess what, if you're going to charge me for a new phone if you don't get the old one back, then the same level of care should be used for the return.  Verizon, just use FEDEX both ways. Make a deal with FEDEX that the phones can come back in slow motion, but everyone is more assured that the phones will be controlled and delivered.  Why continue to use a service that only results in improper charges to your customers and caused nothing but discontent?  Again, quit making your customers pay for your poor choice of a return carrier.
  • Additionally, there are other issues with USPS and you and your agents know it.  I had two separate Verizon customer service agents suggest I go to the post office where the phones were dropped off and ask them to look around, as the customer service agent was aware that customers had been successful in locating their phone at the post office, as it was mishandled and sitting on a shelf.  Wake up Verizon, if you know the return carrier is mishandling the product, you have to change the return carrier.

So as a result of this, I am off auto-pay (sorry Verizon, I'm not going to risk letting you charge my card anymore.  You can wait for my check.)  And any returns I send back will be with FEDEX where I get the documentation that Verizon has received it.  And to those who are still waiting on a credit, keep calling and telling them to check they system and just hope the phone could be fixed and put back in service.  And tell them you KNOW there are instances where Verizon said they didn't receive the phone but somehow it was magically put in service on another person's account.

Good luck to everyone.

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Re: Ouch! A $1500 Bill? Return Credits for phones not issued

Novice

Nobody important from verizon reads these posts.

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Re: Ouch! A $1500 Bill? Return Credits for phones not issued

Miembro

I just filed a complaint with the BBB.  We sent back two phones in the same package.  They have record of receiving one of the phones and told me to file a complaint with FedEx.  Why would i file a complaint with FedEx if they are showing receipt of the package and recorded one of the phones as being returned?!?  I have spent hours on the phone with customer service, had them incorrectly fill out the investigation requests, and closed investigations without notifying me.  How long did it take for your phone to be placed in service again?  How did you initiate the phone ID investigation?

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Re: Ouch! A $1500 Bill? Return Credits for phones not issued

Líder Sénior

As I replied to your other post. Why would you place two phones in one package when the tracking number is assigned only one phones ID? You set yourself up for an issue to occur.

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Re: Ouch! A $1500 Bill? Return Credits for phones not issued

Miembro

I was told that it did not matter if the phones were put in the same box as each phone is physically scanned and the ID comes from the phone itself, not from the shipping label.  The shipping label merely reports that the package was received by Verizon Wireless.  Verizon Wireless does not accept the mere receipt of the package as receipt of the phone.  Please advise if the CSR has given me inaccurate information.  If so, I would like to try and pursue this further.  Furthermore, they only take pictures if a box is empty or if the box is damaged.  Thinking out loud, I wonder if the warehouse has video surveillance. They should have records of the time the other phone was scanned into the system and be able to track images back to that time.

I was told to investigate the weight of the packages.  This has deemed unsuccessful as the FedEx packages are not weighed when dropped off by the customer if they have a prepaid shipping label on them.  I have been on the phone with FedEx and was given a mere "Sorry Ma'am".   

Any recommendations would be greatly appreciated.  ¡Gracias! 

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Re: Ouch! A $1500 Bill? Return Credits for phones not issued

Miembro

How long did it take for your phone to show up?  I have been told that the refurbishment process takes anywhere from 1-3 months.

Gracias,

Jennifer

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Re: Ouch! A $1500 Bill? Return Credits for phones not issued

Miembro

Well I feel your pain and it appears that I am experiencing a similar situation:

My son's droid started acting up so we had him contact Cust Service and arrange for a replacement; he did everything right but Verizon sent him a Samsung instead of a Droid, so he contacted them and told them the error, they said no problem and told him they would rectify it, they did, they sent him a replacement droid with instructions to send the two phones back. He did this and saved the shipping receipts, did I say he was a smart kid?

When we received the bill with the add'l $460 for phones shipped on it, my husband contacted Verizon and told them of the situation and the cust serv rep said no problem, I'll contact the warehouse and have them verify receipt and then remove the fees. This was 6 weeks ago!!

When I went to pay the reg monthly bill 2 weeks ago, the large amount was still on there and so I mentioned it and my husband said not to worry, probably just a glitch... he's so trusting!

Today two things happened, my husband received an email saying our account was in serious delinquency (due to the $460) and he called to see about an upgrade to my current phone which is on the downhill turn. They told him our account was on hold due to the delinquency and so he started working with them and a Cust Serv rep named Andrea mentioned that she saw that they had made an error and when the warehouse had verified receipt of the two phones the original cust serv rep had neglected to note that and remove the fees.... she said she'd open a ticket and they'd take care of it in 2 days.... meanwhile I can't get a new phone, etc etc... we find this very unacceptable so I call back and ask to speak to a supervisor... and after first speaking to another cust serv agent who says he has spoken to a supervisor, I finally say nope, not okay, I want to speak to the supervisor.

This call takes me 45 minutes.... great cust service! and when I finally speak to a supervisor, he says there is nothing they can do except wait for the warehouse once again to confirm that they received the said phones 6 weeks ago; he sees the notes on the account, but he is powerless to do anything... Really? Really? OMG.... he apologizes which is useless, says he will note the account so that financial services doesn't term the account, and really his (Parrish BTW is his name) attitude is they can't do a thing but wait til Sunday til we hopefully hear back from the warehouse. I asked to speak to someone above him and he tells me that there is no one above him... he is the manager on duty and there is no one else higher than him... really, like maybe a VP of customer service, which there is but this person must live in an ivory tower and not be allowed any customer contact... that might actually open his eyes to Verizon's horrible customer service behaviors.

I used to have ATT and loved them but switched as my husband had Verizon and my company offers a discount to use Verizon... so I caved and almost every 2-3 months, I have to interact with powerless customer service people who spout empty statements of "no problem" or "I understand your concern" or "I am sorry but there is nothing we can do"; how about, "yes ma'am, I see the notes, and I am very sorry for the error we made and I will take care of it right now."

Does no one at Verizon own their mistakes and seek to rectify it for the customer who is paying their wages?

I know no one from Verizon cares or will read these blogs but they sure should; they should empower their employees and fire or counsel the ones who cause these kind of issues for their customers!

Sigh.... time to go grab a drink and wait two days for some one from Verizon to maybe call me back and hope my cell doesn't break completely between now and then.... Buttheads! LOL!

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