Helio Billed for Replacement Phone Under Warranty Los Angeles California

One of the phones in my family plan was defective. It was under warranty, so I arranged to have it replaced. I contacted Helio, who sent me via e-mail a label with a number for mailing so that I would not have to pay for the FedEx shipping for the defective phone. I received the replacement phone -- a refurbished phone, not a new one -- and sent in the defective phone in due time, using the label as instructed. Helio later billed me for the replacement phone for the full price of a new phone! When I protested, Helio told me that if I could not provide a tracking number to trace the defective phone, I would have to pay for it. I informed Helio that I was not given a tracking number as when I delivered the package to FedEx with the label that exempted me from payment, FedEx merely accepted the package and gave me no documentation whatsoever. I was then told that I would be liable for the full cost of the phone, even though the phone was both under warranty and insured for loss, theft or damages.

Maury
Washington, District of Columbia
U.S.A.