14-day return policy and the Device Payment Plan

[AC Question]

In January 2015, It was time for my 2-year contract upgrade. I opted to get my Samsung Galaxy S5 under the Device Payment Plan, née, Edge. In May 2015, I thought I would like the S6 better, and I ordered it from verizonwireless.com. I never took the S6 out of the box - it was never activated on my Verizon account. On day 11 of the 14 day return policy window, I returned the S6 to my local corporate store. My return of the S6 was accepted, and I paid a $35 restocking fee. I received no paper work regarding dropping the S5 from DPP and starting a new DPP with the S6. Verizon could not take any action regarding my current DPP with my S5, i.e., DPP paperwork, agreement and new monthly payment amount, until the end of the 14-day period. I was told by the manager of the Verizon Corporate Store here in my hometown that until you are locked into a device by keeping it longer than the 14-day "trial" period, you are still operating under your current DPP agreement. As I stated above, I returned the S6 well within the 14-days.
My next Verizon bill was an eye opener. Verizon had charged me the entire $549 remaining on the S5 DPP. I returned to the Verizon store and reviewed the events as he had stated would occur as opposed to the action taken by Verizon in billing me this full amount. A month went by, and Verizon shutdown the 2 phones on my account. I headed back over for further discussions with the manager. After almost 3 hours with each of us separately talking to a customer resolution specialist or all three of us on a conference call, I was asked to wait a week so this issue could go up 2 levels above the resolution specialist for a decision. Yesterday was 7 days with no word from Verizon. I'm headed over to my local Verizon corporate store and speak with the manager once again. My phones are still disconnected (luckily I have a spare phone from a different carrier).
Should I be prepared for for a decision by Verizon that I must pay the entire DPP buyout, or will I be saved by the Verizon 14-day return policy?

 

[sulla1965]

Verizon does have a 14 day worry free return policy. So if you return the phone within the 14 day period, you won't be charged for the original purchase. Minus the $35 restock fee of course

 

[dpham00]

So long as you returned it within 14 days then you would be fine. However, if you still have problems, I would recommend filing a notice of dispute and a complaint with the bbb assuming that they don't resolve it.