Verizon Return Process Breakdown — When Process Beats Common Sense

I don’t usually post things like this, but this one keeps repeating—and it shouldn’t.

I ordered an iPad Mini (WiFi & Cellular) through Verizon… and decided to return it.

I followed their process exactly:

• Printed the UPS return label

• Packed it in the original box

• Dropped it off at a UPS store

A few weeks later, tracking information showed it had been delivered to their return facility. I even confirmed via chat that the device would be removed from my account.

So I did what most customers would do—I trusted the process.
I tossed the receipt and deleted the shipping label photo.

Then the next bill came.

Still charged. Device + service.

Since then, it’s been months of trying to fix something that should have been simple:
👉 “We can’t remove the charges because the device wasn’t checked in.”
👉 Translation: It’s likely sitting somewhere in their facility—but that’s now my problem.

The “solution” I’ve been given?
Please call or chat every month to request a manual credit.

This month? That didn’t even work.

Because I purchased Samsung Galaxy Buds Pro (on sale), my monthly credit—over $60—suddenly couldn’t be applied.

That’s not customer-focused.
That’s not customer-centric.
That’s the process over, people.

And when I asked for escalation?

“You’ll get the same answer.”

I recognize that tactic. I’ve been trained on it.

Here’s the reality:
Customers don’t care about internal check-in processes, warehouse gaps, or system limitations.

They care about outcomes.

I returned the device.
I followed the process.
I confirmed delivery.

I should not have to “work around” a system flaw month after month to pay what I actually owe.

Verizon — Do better.

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