I have been a Verizon customer for about 13 years now. I have three phone lines for me and my two adult children. In January of 2024 I stopped at my local store about some issues I was having with my device. The lady there ordered a replacement phone under warranty. On the 17th of January I received the new device, and on the 18th I send out the old device. I received a text message about a week later saying thanks for returning your device. Fast forward about two weeks and I received a text saying your device has not been returned and you will be charged. I assumed it was an error and the return just had not been processed yet. Well I was mistaken because another week goes by and now I have an $800 charge on my bill for not returning a device.
I now start calling Verizon and trying to fix this issue. This all started in February mind you. After my first time speaking to Verizon I realized they had processed the replacement phone under the wrong phone number and they were refusing to give me credit for the returned device, claiming I had returned the wrong phone. I was later assured that this had been resolved and the issue would be dealt with within 3-5 days. A week goes by and I still have an $800 charge on my bill. Once again I call and I go through the same ordeal with another rep. I have a tracking number that confirms they received the device, the rep confirms it and we continue the same process as the previous week. And now this same process has continued week after week for three months. It is now the end of April. I still have an $800 charge on my bill. And I'm constantly worried about my phone service being shut off and my two adult children that are both active duty military not having phone service. I have been making payment arrangements for the last couple months to keep my service active, but I'm not going to pay an $800 charge that I'm not responsible for. Last week I was given a $100 credit for my concerns about how this is effecting my credit and I was once again promised that this would be resolved by the following week. I have another promise to pay due tomorrow and once again a week has gone by with no resolution. I am at the end of my patience and I have debated if it's worth it to get a lawyer involved. This morning when I realized the issue had not been resolved I took the first step by filing a complaint with the FCC. Also for the last couple of months I have been keeping records of all communications and the multiple different reps I have spoken to with Verizon. Is there anything else that anyone can recommend I do. I'm sure I've missed a step somewhere, but I really need to get this resolved as soon as po