Verizon Equipment Charge Hades

[DarenS]

Here is a timeline of my own personal Hades with Verizon.

4/14/15: Edged up to Nexus 6, paid $349.80.

4/21/15: Returned DT using included USPS shipping label.

4/27/15: USPS Tracking shows the DT was delivered to Verizon's Fort Worth facility.

4/29/15: Droid Turbo checked into Verizon Warehouse system (per phone call with Stephanie on 7/13/15).

5/16/15: Submitted Asurion insurance claim to replace broken Nexus 6.

5/17/15: Received replacement Nexus 6.

5/18/15: Mailed broken Nexus 6 to Asurion.

5/23/15: Contacted Asurion, spoke to Patrick who told me that broken Nexus was received 5/23/15.

5/28/15: Contacted VZW, CSR was able to put hold on charges until CSD was notified DT was shown as received at warehouse.

6/23/15: Contacted VZW, spoke to Taylor. Was told this charge is the remaining balance on Edge Up. I informed Taylor that I paid $349 and was not able to edge up without paying this amount. Taylor entered a Ticket Inventory System ticket. Taylor told me that I would receive a call from the Resolution Center within 72 business hours.

6/24/15: Contacted VZW, spoke to Sean. Sean informed me that the DT was not showing as received in VWZ system.

6/29/15: Contacted VZW, spoke to Mike who informed me that the DT was received and confirmed by VZW warehouse and my account should be credited within 10 business days.

7/9/15: Contacted VZW, spoke to Whitney in Financial Services, who transferred me to Stephano in CS. After speaking to Stefano, I requested speaking to a supervisor. I then spoke to Alissa who assured me that the previous rep didn't "check the correct box" to authorize a refund. Alissa noted that her system wouldn't allow her to create a new ticket, but had to reactivate the previously entered ticket. Alissa also assured me that I should see the credit within a day or two.

7/13/15: Contacted VZW, spoke to Kim. Kim confirmed warehouse receipt of DT on 4/29/15 and that the incorrect ticket was opened. Kim noted that it would take an additional 7-14 days for this credit to appear on my account.

Kim noted that she couldn't issue a credit, that this can only come from the warehouse. At this point, I thanked Kim for her assistance, but needed to speak with her supervisor. Kim transferred me to Stephanie.

Stephanie again created a warehouse ticket and also emailed me the Correspondence Team's contact information, stating that they could intercede on my behalf since your warehouse refuses to acknowledge receipt of my DT.

7/13/15: Received Verizon Follow Up email, faxed Correspondence Team documentation packet and mailed hard copy.

7/14/15: Dianne from Correspondence Team called me (twice within 2 minutes) just before she left for the day, and sent a follow up email telling me that "they have been unable to contact me and please call them at [removed].

7/15/15: Tried numerous times to contact the Correspondence Team at [removed]. I started trying to call them at 9:00 eastern time. Each time I call, I get a message telling me that their office is currently unavailable and to call back between the hours of 8:30-4:30 M-F.

7/15/15: I called Verizon's normal CS number, spoke to a supervisor who offered to call the Correspondence Team for me. Asked me for the number (?!). I requested that she NOT call and transfer me but to stay on the line with me. She called, transferred me and hung up anyway.

Can anyone from Verizon help me?@

Personal Information removed as required by the

Message was edited by Verizon Moderator

[vzw_customer_support]

I'm sorry this has happened Daren. I would like to help and get this addressed. Let's review the account. I will send you a private message to get the account information.

JoeL_VZW

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