I've been a happy Verizon customer for 10+ years and never thought to post anything here, but I need to share this because I didn't see any other way to get this information to someone at Verizon outside of the normal support lines.
In Fall 2021 I got Verizon Home LTE Internet as a backup to my main internet provider. We really haven't used it for the 10 or so months we've had it, and the few times I did use it, it just didn't provide the speed we needed. No problem, things happen. The issue is what I've gone through since then.
1 - Chat support said they can cancel, I would just have to pay a $130 termination fee since I was outside of the 30 day return/refund window. I sent them the info from Verizon's FAQ that says I don't have to pay the termination fee if I return the device. They said that doesn't apply with no real explanation.
2 - I call the next day and talk to someone who was very helpful. He explained that it was a device promotion fee and since I was canceling early (outside of the 30 day return / refund window) I had to pay it, but that I wouldn't have to return the device. Ok at least it was explained, I just don't want to pay for the service anymore, so I agree to pay the $130.
3 - While I'm on the phone with him I get an email from Verizon saying that my service was canceled and I need to return the device within 30 days or I will be charged an additional $200, and that a return kit was on the way. I asked him why I got that email if I'm paying the $130 device fee, and he didn't know. He told me to wait for the return kit to arrive, return the device, then call them back so they could remove the $130 fee.
4 - 6 days later I receive the return kit. It only has a box with no instructions or return label. It's basically useless to me. I don't even need a box, because I have the original box with all the original parts and accessories. I literally just need the label, but it's not there.
5 - I reach out to chat for help to get a return label. They lead me on for almost an hour saying "oh ok we're accessing your account now" and get nowhere. Zero progress.
6 - I call again this morning and after about 30 minutes and a lot of "putting me on hold to check with someone else" they say that they've resent the request and I should receive a return label in the mail within 5-7 days. I ask if they can send me the label digitally since I only had 30 days to return the device before being charged $200 and I had already waited 9 days. They didn't know. I also never received an email confirming that I have a return label coming. All I have is a generic text message from the rep saying "Return label submit request". Based on my experience so far, my confidence isn't high.
All I wanted to do was cancel a service that I wasn't using. Having to pay the $130 is annoying since my device is basically mint condition but I understand, it was in the terms. That's on me. But then being required to return the device and not being able to have any of 4 different support reps explain to me what was actually happening is pretty bad. I got different answers from all of them.
The $130 is already on my next bill, and I'm just waiting now to see if I can get this device returned in time so that I don't get charged another $200. All for something that I've had packed and ready to go for a week. I don't know why they are making it so hard for me to give them their device.
I just want to move on from a service I wasn't using and not be charged for a fee I shouldn't be. 2 chats, 2 calls, and about 2.5 hours of my personal time and I'm still waiting to see if it's going to be resolved.
