Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board. you will find a link to the private board where you and the agent may exchange information.
To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.
Hello,
Since we have not heard back from you, we are now closing out your private support case. If you still require assistance please feel free to post on your original thread. -Amanda_M
Did you ever get this resolved? I am having the exact same problem. It's been almost two months since we returned our equipment and now they're saying we're "past due" $1,400.
I had the same issue. I have been told since April that my bill would be cleared "the next billing cycle". The only thing that happened was that in July I received a collection letter saying my accout was overdue. I have filed a complaint with the BBB. Verizon continues to claim the bill will be cleared the next billing cycle. The only reason they paid any attention at all is because I filed with the BBB. My Complaint # is {edited for privacy} Please feel free to look it over when/if the information is made public. I would encourage you to file with the BBB. It is free and a quick online process. I am hoping to have this matter resolved in the near future. Best of luck to you.
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".Please keep all correspondence regarding your issue in the private support portal.
Hello, FILEWITHBBB
We did not hear back from you on your Private Support case. We hope you were able to find resolution to your issue.If you require further assistance, feel free to make a new post, and we can be sure to look into your issue. As always, we're available for support around the clock.Thanks,Mitchell
Did either of you ever get a resolution??
I just called FiOS tonight and allegedly there is now an open ticket for a similar issue. We moved from Maryland to Missouri at the end of September and had to cancel our FiOS as it is not offered in MO. Verizon provided a box to return our modem, HD DVR and remote. We sent everything to them in the same box. Today, I received a letter from Verizon confirming receipt of the modem, but stating they did not receive the HD DVR (that was in the same box as the modem) and that I would be charged $550 if it was not received by November 15. What?! Then, the customer service rep I spoke with told me that if the DVR is not located before the charge hits my account, it's possible I can be turned over for collection while they are still looking for something they lost!!! So not happy right now.
Hello kskal
Could you give some more details of your issue?
I'm experiencing the same problem others are posting.
I canceled my FIOS account at the end of November 2014.
I still had a bill of $386.42 that I knew I needed to pay.
Verizon sent me UPS boxes and stickers that I dropped off at the local UPS store.
I never received my "final bill" since I moved, it must have been sent to my old address.
Now I went to go online and finally pay my $386.42 bill, and I noticed I was charged an unreturned equpiment fee.
All of a sudden my bill is $1,563.65
Did you keep a copy of the tracking number?Always important to keep that info to prove when the equipment was received by Verizon.
Hello mattdomenico
Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.Please remember to check your spam/junk folder if you do not hear from an agent.
I have not received a private message. My Verizon Email is locked because of the balance dispute.
I just want to know why I can't talk to someone with access to my account.
When I call, I just get immediatly transfered to the collections agency.
Verizon should have access to my account and they should also have a record of me canceliing my FIOS service, and therefore, there is no reason you guys wouldn't have the UPS tracking number.
Giving me the run around is getting Verizon no closer to receiving any payment from me for the services I ACTUALLY owe on
And then on top of all this, expecting me to pay for equipment THAT I RETURNED, and making me try to dig up a tracking number for stuff that was prepaid by Verizon, is CERTAINLY a quick way for me to tell everyone that I know to leave Verizon and explaing that the lack of customer service, and false charges is the reason why.
I'm going through the same thing right now. I returned the equipment and Verizon sent me an invoice showing a credit for the returned equipment three weeks ago. Yesterday I received a BILL for the unreturned equipment. I canceled my srervice on February 12 and now this. If anyone knows how to solve this problem, please let me know. Verizon's customer service is USELESS and no help at all.
Hi Denpow,Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.
Can't find "My Support Cases" anywhere.
Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases".
It is possible you may need to clear your cache and reboot the browser.
I also have been experiencing this same frustration and need immediate resolution please. I have called four times upend receipt of this charge and have been told four times it has been removed. There is never any follow up as promised from Verizon. As of last Monday I received a call from a collection agency attempting to collect this. I am closing on a new home in two weeks and am becoming beyond frustrating with this situation. I have call records of who I have spoken to each instance including most recently a "supervisor". I have been more than patient with this situation and have never been rude to any associate at Verizon. I simply need this resolved immediately at this point and have run out of patience with lack of follow up and poor customer service. Please advise. Thank you
Hi Nmorgan1121,Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.
file a complaint with the BBB and the FTC. that usually gets verizon to pay attention. Keep DETAILED notes on who you speak with. Print ALL of the online chats, too.
Hi Geng32,Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.
Am hoping I can head this off as the support activity from Verizon reps has been good in this thread.
I JUST came home to an urgent mail notice from the equipment processer OnProcess Technology stating that I have unused equipment that belongs to Verizon, and cites a High Definition DVR with serial number #{edited for privacy} as still outstanding.
However, I NEVER had a DVR on my premises when I had a double-play package, and have returned my HD STB (with no DVR) and router/modem, per UPS tracking #{edited for privacy}.
Can someone please help me / elevate this issue to CONFIRM that I will not start getting charged for unused equipment? I tried calling the Equipment Return Specialist number listed but did not have any luck reaching a rep.
Thanks!
-Evan
Hi evanf,
Have you spoken or chatted with a Verizon agent? You can reach Verizon Support at 1-800-VERIZON.
Hi evanf,Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.
I'm receiving a urgent notice that claims to be contact me in regards to equipment that might belong to Verizon however I turned in everything. What's most intriguing is how it states that I want to remind you that your unused equipment needs to be returned as quickly as possible to avoid the non-return fee. Notice how it says I want to remind you? Who the heck is I? It also says that I've recently been shipped a recovery kit to package and return the equipment when I never received a thing in the mail. The letter goes on to tell me that there's a non-return fee of up to $500 per piece of equipment and if I have any questions or need assistance to contact the equipment return specialist at +1-866-486-9758. Then it finishes off saying thank you from Verizon FiOS. My biggest question is WHY IS MY VERIZON FIOS ACCOUNT SHOWING I OWE NOTHING??? Also, if it came from Verizon FiOS, wouldn't the term " I "(as used in the letter) be incorrect?
These days we live in a technology age where nearly anything could be printed and logos can be copied at a an office store within seconds to replicate the style and look of a real company. With so many spammers and hackers our there, Verizon customers such as myself have to be on guard for the phonies perpetrating a fraud only to steal what they can....this is my due diligence.
- Giz
Hi Gizmo83,Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases." You can reach your profile page by clicking on your name located above your post, or at the top right of this page.Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe." Please keep all correspondence regarding your issue in the private support portal.
In order to keep discussion on the community current, this topic has been locked to prevent new replies. If you have a similar question or issue that you wish to discuss, then please feel free to post a new message on the most relevant board. Thanks!
The cruel, boilerplate replies from Verizon are upsetting when people are being called by collection agencies and are without internet because of Verizon's inefficiency. At least an apology is in order to these people, not telling them to go back to a website that has plainly failed many customers who are victims of this virtual monopoly.
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