No Consumer Complaint will go unanswered. Consumer reporter susan hogan has a story that hits at the heart of our mission. Reporter a retired air force veteran and his wife say they could not believe what should have been a simple transaction turned into months of frustration. One call to nbc 4 responds got them the results theyd been waiting for. A broken smartphone brought doug hawkins into a verizon store. I wpent to the verizon haymarket office. One of the people looked and didnt think he could fix it. Reporter instead of fixing it, doug says the salesman had a better idea. Shed, this is your luck he said, this is your lucky day. Youll get a free phone. Reporter who couldnt resist . Doug certainly couldnt and didnt. I said, what are you going to do with the old phone . He said, ill send it back. Reporter simple transaction, right . Off you went . Yes. Reporter that wasnt the end of it . No. Reporter the next month when doug and his wife pam got their bill, the socalled free phone c
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