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Verizon has an ongoing issue that I’ve experienced before and am currently dealing with again.
About two years ago, I returned two replacement phones under warranty. I kept tracking information showing both devices were delivered to the warehouse, but Verizon never properly processed them as received. As a result, I was charged for both phones along with my monthly bill.
When I contacted customer support, they confirmed using tracking that both devices were delivered. The issue was escalated, and I was told I would receive a callback—but I never did. I was also advised not to pay the bill until it was resolved.
Instead, my phone service was shut off, and I was charged late fees and reactivation fees. This continued for about 10 months. Despite multiple attempts to resolve it—including filing complaints with the FCC and BBB and speaking with corporate representatives—I was still held responsible for the charges, even though Verizon confirmed receipt of the devices.
Fast forward to today, I am experiencing a very similar situation again.
I pre-ordered the S26U and a Pixel Watch, both of which I returned on March 28th. I had to open a new line temporarily to receive my old device back. I returned both items in-store and have a text message from the store manager confirming the return. However, I never received an email confirmation that the devices were processed as returned.
When I contacted customer service, I was told to return to the store to resolve it. I did so and was then told to request tracking information for both devices, even though I was told the shipments were “not UPS.” I have escalated this issue multiple times over the past month, but I keep getting the same responses and no resolution or follow-up calls.
Now my bill is due, and I am being charged in full for the Pixel Watch, the S26U, and an additional S23U line, along with service charges.