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Resqu2

macrumors 6502a
Original poster
Apr 23, 2011
862
293
So I’m on the Verz yearly update program, on the 3rd I got my new phone and shipped my old one back out the same day using their provided UPS label. Today I got an email saying since I haven’t returned my old device they went ahead and charged me for the remaining balance on my old phone. It’s only been 5 days and I have proof my phone was deliver to them today. Hope this don’t turn into a big battle like it did last time but it’s not looking good at the moment.

Anyways this is just a warning to watch your Verizon account and keep up with your return on UPS and keep proof of your return for a long time.
 

brianric

macrumors regular
Jul 30, 2011
212
114
So I’m on the Verz yearly update program, on the 3rd I got my new phone and shipped my old one back out the same day using their provided UPS label. Today I got an email saying since I haven’t returned my old device they went ahead and charged me for the remaining balance on my old phone. It’s only been 5 days and I have proof my phone was deliver to them today. Hope this don’t turn into a big battle like it did last time but it’s not looking good at the moment.

Anyways this is just a warning to watch your Verizon account and keep up with your return on UPS and keep proof of your return for a long time.
That can't be right, suppose to get 15 days to return it. I'd give Verizon a call.
 

DNichter

macrumors G3
Apr 27, 2015
9,385
11,183
Philadelphia, PA
I talked to a rep about this, they said it won't be a problem and my tracking numbers show delivery tomorrow. They jumped the gun a bit, but I don't think you'll have a problem.
 

Resqu2

macrumors 6502a
Original poster
Apr 23, 2011
862
293
That can't be right, suppose to get 15 days to return it. I'd give Verizon a call.

Oh I did, the usual we can’t see your next bill but call us back if the charge is there, the email says it’s there and I tend to believe it over the rep.
[doublepost=1510176565][/doublepost]The reason I’m not trusting them is a few years back they pulled this on me, only 3-4 months after I sent it back. I had delivery proof it was received but no one could or would reverse the charge. It was to the point a rep told me they couldn’t help and to go ahead with a small claims case against them. I was finally able to track down a Vice President at Verz and he was able to get it fixed. He’s retired now so I lost that contact this round. I was afraid of this happening again and my wife was really against me preordering because of the mess last time. Hope it’s easy to fix this time.
 

Resqu2

macrumors 6502a
Original poster
Apr 23, 2011
862
293
What a liar

Whatever bud, no reason to state anything but the truth. It was a big mess, charge after charge for not returning and I would not pay for a returned device so more charges were added. Talked to about 20 reps over a few months, some would claim they fixed it to just get a bigger bill the next month. Can’t remember how long it went on but took forever to fix
 

Applejuiced

macrumors Westmere
Apr 16, 2008
40,672
6,533
At the iPhone hacks section.
Oh I did, the usual we can’t see your next bill but call us back if the charge is there, the email says it’s there and I tend to believe it over the rep.
[doublepost=1510176565][/doublepost]The reason I’m not trusting them is a few years back they pulled this on me, only 3-4 months after I sent it back. I had delivery proof it was received but no one could or would reverse the charge. It was to the point a rep told me they couldn’t help and to go ahead with a small claims case against them. I was finally able to track down a Vice President at Verz and he was able to get it fixed. He’s retired now so I lost that contact this round. I was afraid of this happening again and my wife was really against me preordering because of the mess last time. Hope it’s easy to fix this time.

I hate when companies pull things like that.
Like you have proof it was delivered there so it should be up to them to locate it and just credit you without further issues.
Try the BBB also if you see that you're not getting anywhere with them.
 

Speechless

macrumors 6502a
Mar 5, 2015
665
915
Non-gentrified Brooklyn.
This forum reminds me every day how absolutely happy/blessed I am to have AT&T.

I am really sorry that Verizon is showing how trash they are to you (and as it seems, others). You mentioned that a similar situation happened previously..why haven't you switched? just curious. Especially since they even suggested you sue them.
 

Resqu2

macrumors 6502a
Original poster
Apr 23, 2011
862
293
This forum reminds me every day how absolutely happy/blessed I am to have AT&T.

I am really sorry that Verizon is showing how trash they are to you (and as it seems, others). You mentioned that a similar situation happened previously..why haven't you switched? just curious. Especially since they even suggested you sue them.

Sadly Verz is the best we have around here. The other 2 have such spotty service I can’t use them reliably. In the end of my other ordeal the VP I meet fixed it all and gave me a month full bill credit so it was fully resolved. It just took forever.
 

MrSniffles69

macrumors member
Oct 15, 2012
81
6
Got the same email earlier today and got on the live chat with a rep.
He stated that he looked at my account and I had not been charged for anything yet. He also stated that I had 30 days to return my old device.
Hope this helps
 
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BugeyeSTI

macrumors 604
Aug 19, 2017
6,908
8,769
Arizona/Illinois
All cell providers have their low points. I'm sure Verizon will straighten it out. I've had good CS from them over the years unless you want to get an activation fee removed. Then your SOL...
 

Resqu2

macrumors 6502a
Original poster
Apr 23, 2011
862
293
All cell providers have their low points. I'm sure Verizon will straighten it out. I've had good CS from them over the years unless you want to get an activation fee removed. Then your SOL...

The fee seems to be hit or miss, I got mine removed today with no issue. Now to get them to admit they got my old phone back.
 

Speechless

macrumors 6502a
Mar 5, 2015
665
915
Non-gentrified Brooklyn.
Yeah right, like AT&T doesnt pull similar nonsense you think or they're any better?
I was fighting them for 2 weeks with over 20+ calls to unlock my old iphone 6 Plus and was getting nowhere.

I'm with them currently and they have been nothing but phenomenal, so yeah. Especially reading the horror stories from these carriers for this launch alone. AT&T has been surprisingly the best part of this entire experience for me and the, hands down, best customer service I have received.

Sorry you had a bad experience with them tho.

Sadly Verz is the best we have around here. The other 2 have such spotty service I can’t use them reliably. In the end of my other ordeal the VP I meet fixed it all and gave me a month full bill credit so it was fully resolved. It just took forever.

Ahh I understand. Glad they gave you a credit - I would be distraught (plus i'm not that patient, lol)
 

Applejuiced

macrumors Westmere
Apr 16, 2008
40,672
6,533
At the iPhone hacks section.
I'm with them currently and they have been nothing but phenomenal, so yeah. Especially reading the horror stories from these carriers for this launch alone. AT&T has been surprisingly the best part of this entire experience for me and the, hands down, best customer service I have received.

Sorry you had a bad experience with them tho.

Consider yourself lucky so far.
They're far from perfect and many of their customer reps are completely useless.
 

JoelyMagoley

macrumors newbie
Sep 18, 2016
12
9
So I’m on the Verz yearly update program, on the 3rd I got my new phone and shipped my old one back out the same day using their provided UPS label. Today I got an email saying since I haven’t returned my old device they went ahead and charged me for the remaining balance on my old phone. It’s only been 5 days and I have proof my phone was deliver to them today. Hope this don’t turn into a big battle like it did last time but it’s not looking good at the moment.

Anyways this is just a warning to watch your Verizon account and keep up with your return on UPS and keep proof of your return for a long time.

This is normal and I’ve received the exact same email when upgrading my last two phones. The charge is added and dated out, so you don’t see it added to your account balance. The email is just an “encouraging” reminder to return your device in a quick manner. Once they receive the device, they add a credit to cancel out the charge. As long as they receive the device, you’ll never see a change in your balance and you’ll see the charge and credit cancelling each other out on the future statement.
 
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