I too have had a problem; I went to the Edge plan to get a quicker upgrade for my phone. I used my daughter'so number to do this. I sent in MY phone when I should've sent my daughter's phone in.....my mistake and I had to pay for it. Thing is they "can't" send my Samsung Note 2 back to me, even though I had to pay over $500 for my mistake, because it had already been processed. Since they obviously caught my mistake, why didn't they automatically send it back? The agent I talked to did give me $25 credit but that's not even acceptable! I've been a Verizon customer since 1995, but will be looking elsewhere as soon as my contact is up.