Verizon Wireless

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While my husband was working in Whitsett, NC his phone broke and he had to order a new one . ( under warranty). The sales rep packaged his phone in a Verizon box , put on their shipping label with a postal tracking number. This happened on 12/03/2013. He then took it to the Whitsett post office and handed to a postal worker. Verizon is charging us $289.69 for the cell phone because they are saying that they never received the package. I just made my 6th call to Verizon trying to resolve this problem and after 1 hour on the phone was transferred to another tech!