My sister's phone broke (she's on my account), she got a replacement sent by Asurion, took it to the Verizon store to get activated, and the store rep told her she qualified for an upgrade, told her to send back the phones to Verizon for trade-in credit and Asurion (though I'm not sure which one they told her to send each to), and she sent the broken one to Verizon and the replacement back to Asurion. Verizon then mailed the broken one to me (because I'm the account holder) saying they needed the functional phone.
I called Asurion, they couldn't trace the one she sent back (though they received it), but they sent me out a replacement anyways, which I sent back to Verizon, and I heard nothing for weeks though we were still getting charged for it (Device Payment plan though it qualified for early upgrade from what I understood and us sending the phone back was considered a trade-in credit by Verizon). I contacted Verizon chat and they said the phone was received and they didn't know what happened to it or why Verizon was still charging us for it.
They filed a few inquiries (of which I got ZERO follow-up from Verizon), and finally after pushing a chat rep they said that the phone they received wasn't the exact Verizon ID number or whatever they use to track them but they never sent it back like they did the first one. So to reiterate: they sent back the broken phone that was attached to the line, requested a functional one, but then never sent back the functional one that wasn't attached to the line which they also didn't credit as a trade-in (maybe it would have worked if the Verizon store employee had attached it), then later charged us the full remaining lump sum ($300) for the device payment.
Now what? The last chat rep finally understood (and cared) what was going on and filed yet another inquiry and said she would text me back the results in 7 days, but at this point it just looks like Verizon or an employee kept (or stole) the phone and for some reason a switch was flipped to charge me for it (and my guess is Verizon sold the phone again). Can I take them to small claims court? We've been with Verizon's family plan for years and I don't think threatening to cancel the account (which I've already tried) or cancelling the account will solve the problem or make our lives easier. Yes my sister made a mistake (or was given bad info), but Verizon corrected it by sending the first phone back then made their own mistake by either not crediting the device payment as trade-in or by not sending back the second phone.
I called Asurion, they couldn't trace the one she sent back (though they received it), but they sent me out a replacement anyways, which I sent back to Verizon, and I heard nothing for weeks though we were still getting charged for it (Device Payment plan though it qualified for early upgrade from what I understood and us sending the phone back was considered a trade-in credit by Verizon). I contacted Verizon chat and they said the phone was received and they didn't know what happened to it or why Verizon was still charging us for it.
They filed a few inquiries (of which I got ZERO follow-up from Verizon), and finally after pushing a chat rep they said that the phone they received wasn't the exact Verizon ID number or whatever they use to track them but they never sent it back like they did the first one. So to reiterate: they sent back the broken phone that was attached to the line, requested a functional one, but then never sent back the functional one that wasn't attached to the line which they also didn't credit as a trade-in (maybe it would have worked if the Verizon store employee had attached it), then later charged us the full remaining lump sum ($300) for the device payment.
Now what? The last chat rep finally understood (and cared) what was going on and filed yet another inquiry and said she would text me back the results in 7 days, but at this point it just looks like Verizon or an employee kept (or stole) the phone and for some reason a switch was flipped to charge me for it (and my guess is Verizon sold the phone again). Can I take them to small claims court? We've been with Verizon's family plan for years and I don't think threatening to cancel the account (which I've already tried) or cancelling the account will solve the problem or make our lives easier. Yes my sister made a mistake (or was given bad info), but Verizon corrected it by sending the first phone back then made their own mistake by either not crediting the device payment as trade-in or by not sending back the second phone.
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