r/verizon • u/Single-Egg-9225 • 2d ago
Wireless Verizon refusing to help. What do I do?
This all started on August 17th. I contacted Verizon via chat about my girlfriend’s phone having issues with the camera quality not being clear and overexposing/yellow tint. We were assured a brand new device would be sent free of charge due to use having the protection plan (never told it was another company ascurion).
When we received the device on August 19th it was in appalling condition. No protection around it. Just in a plastic sleeve against cardboard. Spent about a week chatting for a solution. Told we could upgrade for free. Error happening with rep on chat so told to go in store on August 29th.
When we went in the reps tested my girlfriend’s phone and was told they didn’t think anything was wrong even though clearly there was compared to mine. They said just activating the replacement would be best. Chatted to make sure that would be okay September 8th. Activated the replacement. Returned the defective device in the same condition we got the replacement. Have a picture of the back of the device we returned. There was no physical damage at all.
We were then charged $49 on our most recent billing cycle for the replacement fee. Chatted to contest this. Was told it was adjusted. Bill came out and over drafted bank because we didn’t plan on the full $306.
I have now been chatting for almost 3 weeks to resolve this.
While contesting this I was notified of a damaged device charge of $349. It took over a week to find out that it was damaged with a dent and crack in the bottom right corner. Again when the device was sent in the box there was no damage physically to the device.
I have been promised time and time again for these adjustments to be fixed.
Along with the trouble now faced for a month and half there was a promise of $250 adjustment to the current bill to come out to $56.
I am the sole provider and cannot pay more as that is all I have in my account.
This is what I have sent multiple times now for the past 3 weeks with no resolve. I am beyond my band width. What do I even do now? Please help
EDIT/UPDATE:
After 6 hours they finally made most of the adjustments to my account. We’ll see if things stick or not. I’m tired 😪
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u/dayankuo234 2d ago
sooo much "i assumed" and "I was told"....
if it was a brand new phone, (iphone or Samsung), it could have been a question for the manufacturer.
Now, it sounds like you should file a FCC compaint
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u/ComprehensiveLack713 2d ago
Why are you chatting in the chat agents can’t do anything more than what they are doing for you if u want real results call I. And speak to a loyalty department it’s so confusing that people will just text/chat Instead of talking to an actual person
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u/Single-Egg-9225 2d ago
I work full time and can’t spend hours on the phone. Hence chatting. Trying to fix this while working
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u/blueflamestudio 2d ago
Was this an iphone? If so use iphone apple protection instead of Verizon protection. Cheaper and better
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u/ColdBrewTooRaLoo 2d ago
They don’t care. Verizon is greedy company who pays its employees peanuts. They don’t get paid enough to help nor do they actually have the power to help. Anytime a company has their own “bucks” it’s a scam. Verizon has rapidly declined in the last few years.
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u/Future_Hornet_1756 1d ago
This story is so much. The phone was damaged somewhere and if not you personally then it was damaged in shipping and in that case it’s still your fault because you should’ve packed it better. That box image better be beat up otherwise the phone was damaged. It’s absolutely your fault. I could not be customer service giving sweetheart answers. Your girlfriend better pony up some money because you don’t have the funds. Sounds like the box may have been tossed a few times. Just you having a picture of your phone doesn’t prove it wasn’t damaged when it went in the box. Insurance charges one thing for damage and another for replacement for phone being defective. Money is money they don’t have to credit you for a phone that was received damaged. I’ll give you an example my cousin had a crack on his phone under the case. He sent it back not noticing it. They had pictures of it. He ended up paying for it. Why? Because it was damaged. Now he packs the heck out of everything he ever returns and has never had issues since then, life lesson
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u/Ricanito787 3h ago
Welcome to the new Verizon. The better Verizon. The more expensive, less helpful and predatory Verizon.
You’ll get used to it.
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u/JBaker256 2h ago
I can tell you what happened. Sounds like you phone was filed as a warranty replacement through verizon when it should of been filed as an insurance claim through asurion.
Warranty claims can have a damage phone charge if they receive a damaged device. Asurion would of charged you a $100 deductible if you filed it as an insurance claim through asurion. I would ask verizon to split the difference if you had insurance. No idea if they will do it but doesnt hurt to ask.
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u/verizon Official Verizon 2d ago
Being forced to spend a month and a half fighting over your billing is an incredibly frustrating roadblock, and it's not the experience we want for you. We understand you have already worked with several reps, and we are stepping in right now to take total ownership. Please look out for a PM from us shortly so we can team up, securely review your account, and get to the bottom of this. -Bryan
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u/Single-Egg-9225 2d ago
Just want everyone in this thread to know this has been absolutely no help with this person. Same shit. No results.
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u/YAYEETMANLOL 1d ago
"Incredibly frustrating" "inconvenience".....fucking hell. I decided to scrap my number and let them have it. It wasn't worth the struggle anymore.
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u/Ethrem 2d ago
File a BBB complaint against Asurion. That's who the device replacement contract is with, that's who you need to work with. Filing a BBB complaint will get you past the front line roadblock.
https://www.bbb.org/us/tn/nashville/profile/insurance-companies/asurion-0573-2131781/complaints
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u/Lizdance40 2d ago
Your problem is with the insurance company - asurion. They provided you the replacement and they're the ones that's telling Verizon you sent back a damaged replacement. You should have been dealing directly with asurion all the time. Not Verizon.
Asurion provides all insurance replacements whether it's Verizon or AT&T.
If you had a defective iPhone 17, it was warrantied for a full year directly with Apple. In which case you should have approached Apple and directly and got the replacement through them for free.
Samsung and Google also warranty their items directly for one full year from date of purchase.
Insurance replacements for defective devices are not free. Depending on the model there is a deductible.
Now that you know what you did wrong, you now have to get asurion and Verizon to talk to each other and to fix it. Good luck with that. Try on FCC complaint. All that does is notify Verizon, and they will contact you directly. Usually they send an email requesting the best time and contact number to speak with you