Why is Verizon charging him?
In August, Smyth received a new phone and boxed up his old one for return. He took the package to a UPS store in Mesa and has shipping records showing that UPS delivered the package to Verizon at 9:09 am on August 27.
Case closed, right? Not quite. Verizon insists they never received the phone. Smyth says he visited the Verizon store several times and spent hours on the phone trying to prove to them that he shipped the phone back. But Verizon wouldn't budge — until Gary Harper of On Your Side got involved.
The On Your Side team called Verizon and presented the same documentation Smyth had already provided, including the tracking number and proof of delivery, This time, Verizon finally backed down, agreeing to drop the $1,733.45 balance from Smyth’s account.
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Learn MoreWhat to do if it happens to you
Returns are a major part of U.S. commerce. According to Forbes, more than 16% of online purchases are returned, with up to 11% classified as fraudulent returns.
To combat recent fraud, retailers are trying to crack down on return losses. Unfortunately, as in Smyth's case, legitimate returns can sometimes be rejected.
To avoid being unfairly charged, always keep documentation, such as receipts, tracking numbers and any proof of delivery when returning items.
If the company still refuses to cooperate, try as many avenues of communication as possible. Call the customer service line, use online chats and visit the store in person. If necessary, ask to speak to a manager.
If you still can't resolve the dispute, consider contacting a consumer investigative journalist, or file a report with the Federal Communications Commission (FCC) for phone or internet-related issues.
Smyth's story is a reminder that persistence, thorough documentation and getting help can make all the difference when trying to resolve disputes with big companies.
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