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3 On Your Side

$299 Verizon bill leaves customer upset

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(3 ON YOUR SIDE) -

“We had deliveries last night; 12 of them!”

Shay Moses has one heck of a full house. That's because she just inherited a dozen pups. With this expected arrival, she says she was glued to her phone, which she considers a lifeline of sorts.

“It's your right hand. You need it; you need it for everything.”

That's why Moses says she recently upgraded her phone. But, within 3 weeks, she said her phone's touch screen stopped working, so she immediately took it back to a Verizon Store.

“They told me there was no way they could reset that, as it’s a phone problem, but they said they could send it off; it's still under warranty, ‘so let’s just send this back in, we'll get you a replacement phone.'"

The good news is the Verizon Store shipped Moses’ faulty phone back to corporate and the company mailed Moses a new phone. But she also got a big bill along with it.

"They charged me a "damaged device" charge of $299. $299 for a damaged device and they didn’t tell me. They didn't tell me they inspected the phone and found any problems with it, they just added it to my bill."

A "Damaged Device Charge?"  Moses says the faulty phone she returned to the Verizon Store was never "damaged."    

Yet, she says Verizon told her when they received the phone shipped from the store, it had a cracked screen.  Moses tells 3 On Your Side that is certainly not true.

“Unless it happened during shipping or transportation, because it wasn't cracked when I gave it to the Verizon representatives.”

Moses refuses to pay the $299 charge and has been battling the issue for months now. 

She's even been charged disconnection and penalty fees because she hasn't paid that damage charge.

“Every month they would tell us we're gonna disconnect service’ and every month we had to call them and tell them that you need to take this $299, set it aside because it's in dispute’.”

3 On Your Side got involved and we contacted Verizon.They looked into the matter and immediately waived that $299 damage fee.

Moses says she couldn't be any happier and says she owes it to 3 On Your Side.

"Absolutely great, I wish I would've thought of you guys sooner; I would've called a long time ago!"

Verizon also gave Moses about $300 additional in credits to cover those penalty fees.  We appreciate them working this out so quickly.

Copyright 2017 KTVK (KPHO Broadcasting Corporation). All rights reserved.


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Gary HarperGary Harper is the senior consumer and investigative reporter for 3 On Your Side at KTVK-TV.

Click to learn more about Gary.

Gary Harper
3 On Your Side

With more than 20 years of television experience, Gary has established himself as a leader in the industry when it comes to assisting viewers and resolving their consumer-related issues. His passion and enthusiasm have helped him earn an Emmy for Best Consumer Reporter from the National Academy of Television Arts and Sciences. He’s also garnered several Emmy nominations

He has negotiated resolutions with companies of all sizes, including some of the biggest corporations in the nation.

Gary has successfully recouped more than $1 million for viewers around the state, making 3 On Your Side one of the most popular segments on KTVK and the station's Web site.

He's best known for investigating and confronting unscrupulous contractors. In fact, many of his news reports have led to police investigations and jail time for those who were caught. Viewers, as well as the companies and people he investigates, regard him as consistently being thorough and fair.

Gary has been with KTVK-TV since 1997. Prior to his arrival in Phoenix, he worked for WZZM-TV in Grand Rapids, Michigan, where he was as an anchor and reporter.

Gary is from Chicago, but launched his television career in Lubbock, Texas, after earning a broadcast journalism degree from Texas Tech University. Following his graduation, he was quickly hired by KLBK-TV in Lubbock, where he enterprised and broke numerous exclusive reports. His aggressive reporting in Texas helped garner him Best Reporter by the Associated Press.

Gary has been married since 1994 and is the proud father of two sons. When he's not helping viewers, Gary is busy catching up on his favorite college and professional football teams as well as cheering on his beloved Texas Tech Red Raiders.

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