Re: Inconsistent and Uninformed Customer Service
mama23dogs
Legend

I’m so sorry for your loss.  I know this is additional stress at a terrible time.  I’m shocked you got so much wrong information.  Verizon isn’t normally do bad at accurate information.

I was also unable to locate the information on this on the website.

But what I know is....

As a rule, they don’t want phones back after 14 days.  No exceptions.

If it wasn’t paid for in full, it can’t be traded in (owe $540, trade in for $190?  Ridiculous)

When someone passes away, there are options to have the balance on their line forgiven and line canceled. 

If they are the Account owner, the balance is paid for by the estate.  Phones can be used or sold, but they don’t want the used phones back.  A transfer of billing responsibility can be done for remaining lines on the account. 

As for the credit, it shouldnt have been given on your account.  But if your account has a credit balance for several months in a row, you can request a refund check.  It’s a slow process. 

Good luck.  I hope an employee will chime in and contact you.

0 Likes