Verizon sent customer refurbished phone with remote control, then wiped data

Collery received a Samsung Galaxy Z Flip7 as a replacement. He used the device for approximately two weeks before all his data was remotely erased. The phone displayed messages indicating it was managed by Verizon and protected by BricTECH, a device management system. This unexpected factory reset resulted in the loss of personal data, including contacts, messages, videos, and documents.

In a letter to the Federal Communications Commission (FCC), Verizon acknowledged that Collery had mistakenly been sent a store demonstration unit instead of a device suitable for a paying customer. The company stated it was aware of the issue and actively working with Collery to address it.

As a resolution, Verizon provided Collery with a $400 credit and a different refurbished phone that did not have an MDM profile. He was also allowed to keep the MDM-equipped phone for evidence. Collery, a long-time Verizon customer, expressed dissatisfaction with the company's response and is considering legal action.

Security experts, like Cooper Quintin from the Electronic Frontier Foundation, have voiced concerns about Verizon's refurbishment process, questioning how many used devices might still contain previous owners' data or improperly configured management software. Quintin suggested that an external investigation might be warranted, beyond Verizon's internal review.