I cancelled my Verizon service in early September. While I was happy with Fios, they were not willing to give me a reasonable price on just phone and internet. I've been waiting over two months now to get refunded for the credit on my account, only to find in the last bill, where I expected to finally see a check, instead a $200 charge for unreturned equipment. I should have expected this, and even more so now that I look at this forum and see numerous simiiar complaints. I don't know whether it's incompetence or deliberate profit taking from customers who have cancelled service, but it makes one wonder.
After calming down I called Verizon today, explained the problem, and gave the UPS tracking number for my return shipment. Looking up that tracking number clearly shows the returned equipment being received and signed for in Camp Hill, PA on Sept 11, 2014. The representative I spoke to today said it should be resolved in 3 days, but after looking at this forum I wonder. I have additional evidence of the return. I took pictures of all my equipment being packed into the box. I can provide that to Verizon if they claim my shipment did not have everything. I don't know what more evidence is possible in the situaton.
I do think Verizon's whole mechanism for tracking inventory has serious problems. When they sent me my notification of equipment to return after cancelling service, the listing was incorrect. It claimed I had 3 cable cards and 1 "equipment unknown". Does anyone have a an "equipment unknown" from Verizon? What does it look like? : ) I called them and they did not know either, but thought it was probably my modem. As for the cable cards, I only have two. They were trying to fix one of them last year and sent me a replacement, and then a tech came to my house and swapped in yet another one and took the others away. Hum - no proof of that you say. Well, on the phone Verizon said the third card was showing up in "the warehouse". Including an item in their warehouse on the equipment to return listing is your first clue they have a problem tracking their inventory - no wait - the "unknown equipment" was the first clue. The rep on the phone call I made after getting the erroneous equipment to return list in Sept. said she was changing their records to show I just had two cable cards in my possession.
Wanting to take no chances I went with the assumption that the "unknown equipment" was my by now totally worthless and obsolete modem they said was "free" over 3 years ago when I started Fios service. Ignoring this obvious reneging on the "free modem" offer, I returned it to them along with the 2 cable cards. Why they wanted the modem back was a mystery. They probably trashed it when they got it.
So now they are trying to say I did not return the 2 cable cards. Interestingly enough, they are not saying I did not return the "unknown equipment" ? I guess so. Their inventory tracking is really a mess isn't it? Fortunately for them I suppose is that this infuriates mostly customers who have decided to cancel their Verizon service. I was thinking of possibly coming back to Fios in a few years if they ever offered me a cable tv free package at a reasonable rate. I have to admit the internet access was excellent. But now I am not so sure. I am so mad at them, first for making me wait more than two months to refund my unused balance (Their policy is you have to go through a couple billing cycles before they will refund you - long enough to trump up unreturned equipment charges against you and hope you have lost your evidence by then) and second now this obvious incompetent processing of my returned equipment which will make me wait who knows how much longer before I ever get my refurnd.
I filed a complaint with the NJ Board of Public Utilities about the lengthy time Verizon imposes in processing refunds. I got lots of courtesy calls from Verizon because of that but nothing was done about it. Maybe I'll file another complaint about the returned equipment screw up and get some more courtesy calls.
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