VerizonReviews 1,047

Subj: Customer Service/Collections

I Traded in old phone to Verizon for an upgrade to a new IPHONE 16 22 Sept 2024. Received new phone from Verizon and sent old IPHONE back to Verizon per there request and provided shipping Label via UPS on 24 Sept 2024 (tracking number 1Z5Y70X*******900). Per Verizon, my old bill was $100-110 per month and the new phone would add $3.81 more to my bill, TOTAL
27 October 2024 11:12AM- UPS shows delivery of old IPHONE back to Verizon per tracking number
Mid October 2024- received numerous emails from Verizon stating I need to return old phone or I would be charged for it.
10/28/24- 510PM- Individual I spoke with asked me "do we have your phone; did we receive it? I told the individual I don't know what you have, cancer, blonde hair or three legs but you have received my old phone per the UPS tracking number and a previous IMEI ping check indicating the phone was delivered via UPS. Provided them with the tracking number again
11/1/24- Sonya 12:40PM- On hold for 45 minutes
11/3/24 2:40PM- received my bill (due 11/5/24) $373.50 of which $244.52 fee added for not receiving my old phone- on hold 22 minutes. Verizon stated that my payment did not go through- and they are correct. This is not my first rodeo with a company with sub-par customer service- I cancelled the credit card on file since the writing was on the wall. I told them to get the bill straight and I was more than willing to pay as agreed. Received 13 text messages to pay my bill in full. Verizon admitted they received my old phone and would get the bill straight, total phone call 240pm-345PM-1hr 5 minutes
11/4/24- 9:55AM- called Verizon back, on hold 20 minutes. Bill still at 373.52- call breaking up- lost call after 10 minutes- how ironic. Verizon called back and stated they have waived the $244.42 (fee for not having my old phone) and asked that I pay the regular amount of $129.10 (previous bills were $105-110 per month plus the additional fee of $3.81 for the new phone—new math I guess) I paid the $129.10 per *******@1045AM. Within 10 minutes I receive an email stating "thanks for agreeing to pay $244.42 (old phone no return fee- which was just waived)
11/16/24- New iPhone with T-Mobile- I have had enough of this crap
11/17/24 MIKI- $372.02 due I'm told, $244.42 past due(old phone not returned fee)(just paid the $129.10 less than two weeks ago, $244.42 waived, then it wasn't waived, see 11/4/24 call above).MIKI stated "just pay the regular due (129.10) we have your old phone- (bill was just paid 5 Nov 2024), she says next bill due is 5 Dec 2024, just pay the regular payment, the $244.42 is waived". I informed her that we played that game in Nov when I paid the bill then immediately received an email stating I owed the $244.42- MIKI- you need to get up a bit earlier to play stupid games with me. Requested account to be terminated immediately and I have a new carrier since this was a business phone and I'm losing money due to your stupidity. Over 1 hour on phone call with dearest MIKI.
11/18/24-Ellie- so very sorry about this issue Mr. Kerwin- let me look at your account- yes, we have your phone-transfe3rred to supervisor. Sir you owe us $244.42 since you failed to send in your old phone- the $244.42 is a fee for not returning your old phone. Ok I replied- you have my phone- then just either send my old phone back to me or a check for the $244.42 since that what's you say its worth (I'm easy, send me a check) and I will gladly send you back your iPhone 16 and we can walk our separate ways. Ellie states "I may or may not receive a refund of $244.42 since they can't find my old returned phone in the warehouse, but we have it. DO YOU?
Do you know what day and year is? Am I speaking to Joe Biden
11/23/24-received an email to call Verizon@ 4.40 PM. LEE- looks at my account to see why its past due. She wants to credit me the $244.42 (old phone not returned fee)- just pay the regular amount- I asked her if she was friends with MIKI and told her we played that game and to get out of bed earlier. Third request to shut down entire account, now she wants my account PIN (Verizon will never ask you for your account Pin—More BS) she transfers me to customer service—who the hell have I been talking to! Spoke with Tiffany- VERY RUDE- she states I broke the contract. Had you fixed your problem 8 calls ago and straightened out the billing issue we wouldn't be having this conversation right now. I told her what's the difference between pay the "regular amount monthly" and other amounts. I don't recall any other stupidity amounts in the contract pertaining to billing.
11/26/24- Numerous calls from Verizon/phone still disconnected- pay the $244.42 to reconnect. (old phone non return fee) Already three requests to disconnect from this unprofessional company and I'm still required to pay $244.42 for a phone the have admitted they have
12/6/24 Senior Account Specialist-Ray- (lets see how this goes) He has tracking number of returned phone- off to a good start here. Ray will send old phone back to me. Call. Fifteen minutes after call ended I receive a call from Verizon demanding payment of $244.42 (fee for not returning old phone).
12/11/24- Another email demanding Payment of the $244.42 (non return of old phone)
12/13/24- received another email demanding payment of the $244.42 (non return of old phone) I called Verizon and received NO option to speak with anyone- called again spoke with Alex-I explained everything until I was blue in the face, 88th time thus far- she transferred me to another Verizon android- Blah, Blah,Blah- she wanted to transfer me again- not happening! Someone there in that building has to do their job. Transferred to Joey (when a little boy named Joey grows up, he goes by Joe- this isn't good) he stated he can't fix it, very professional attitude- I can't fix it- what the hell are they paying you for?
Its now 9pm- called Verizon back to see if any working humans are there, they answered the phone and hung up- professionalism at its best.
12/16/24- Another demand for payment- called and spoke with PREYAG (confirmed spelling)
He states "he confirms they have the old phone; we are very sorry about all this, I will get this issue right on this call, no worries Mr. Kerwin this will be fixed right here- do not worry about this going to collections- admitted this was all Verizon`s fault. I`m sending you a return kit- we will send you your old phone and a label for you to send the new IPHONE 16 back to us (I'm sure they will receive this one correctly) I asked about all the threatening emails and calls I was receiving from this issue and was told" ignore the emails and calls. Your return kit number is *******, I will call you personally on 21 December to ensure you have received the kit to return you phone so we can go our separate ways, and again I apologize, there is nothing due on your part. 1.4 hrs. On call
12/21- forever- Preyag must to busy assisting Santa load his dam Sleigh- no call- believe me I'm not surprised. UPDATE: still no call or return box as of 1/19/25- didn't want anyone to be surprised by this
1/19/25- on hold 2;28PM—I asked for Preyag, who Verizon replied?,,Yet another shocker here folks… I was told my bill was now over $1000. So, I didn't pay the regular contracted amount of 129 per month for Dec 2024 and Jan 2025, and the bill is over $1000. Yeah, I'm the one who broke the contract.
1/27/25- collections notice for $1070.11
Just to be up front- I was instructed by Verizon to return old phone back to them via their label and box via UPS. That was done- I have done my part. If you can't locate it with a tracking number perhaps you should use a different carrier. I have exhausted NUMEROUS hours on the phone attempting to fix a problem YOU created, not my job, but I attempted in more than good faith. And just so you don't think you can just say whatever you would like to cover things up, I have the calls recorded on my trusty T-Mobile phone, and yes Verizon was notified I was recording the calls for MY quality assurance. Let the games begin!