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Bogey tackles 'return to sender' stalemate
APPLE VALLEY • At some point, most consumers have received those prepaid labels for sending back merchandise. But what happens when the company does not receive the returned item?
Apple Valley residents Dottee and Ron Borgens found out when Verizon never received a cell phone their son returned.
Dottee Borgens got a replacement phone from Verizon for her son’s damaged one. Verizon sent a prepaid label to return the old phone. Dottee Borgens’ son handed the package, with the prepaid label affixed, to the postman.
The family got an unpleasant surprise with their April bill, which reflected a $459.99 charge for the full amount of the replacement phone. Thus began a round of calls to Verizon, the U.S. Post Office and FedEx.
Dottee Borgens began by calling Verizon. They informed her that they never received the phone, and gave her a FedEx tracking number. The online system rejected the number.
FedEx explained that they could not track bulk shipping labels. Back to Verizon, Dottee Borgens was referred to the U.S. Post Office. She then found out that the collaboration between the post office and FedEx does not include a method to track bulk labels.
Finally, the circle of referrals with no proffered solution prompted Dottee Borgens to contact Daily Press consumer advocate Michael “Bogey” Boguslawski for help.
“I feel that everyone is pointing the finger at someone else,” Dottee Borgens wrote in her Oct. 12 letter to Bogey. “But I am the one who is harmed.”
On Nov. 8, Bogey wrote a letter to Verizon stating, “Dottee Borgens has done everything that your company instructed her to do.” He admonished them about their lack of attention, making it clear that it was their responsibility. “I am counting on you to handle this ridiculous problem,” wrote Bogey.
In a Nov. 26 letter to Bogey expressing her gratitude, Dottee Borgens advised him of the text from Verizon that she would receive an adjustment for the full amount.
“I think he is a miracle worker,” she said. “I just can’t say enough about him getting this resolved as quickly as he did.”
Once again, Bogey was able to resolve the situation, which involved three companies all pointing to the next one and leaving the customer in the cold.
To seek Bogey’s help, write a letter that clearly and concisely describes the problem, with your full name, mailing address, daytime phone number and email address, if available. Include the name, address and phone number for the opposing party. Include a statement granting Boguslawski full permission to investigate and handle the case under the Health Insurance Portability and Accountability Act (HIPPA) and related laws.
Bogey’s services are free of charge, but only select letters will be chosen for investigation and follow-up. Absolutely no phone calls, please. Letters may be sent to “Bogey,” Daily Press Consumer Advocate, 2645 N.E. 32nd St., Fort Lauderdale, FL 33306.