Billed for equipment that I already sent back

joedan1

I sent back two SD STB's last year (in the same box) and didn't realize until I looked at my bill this past January that I was still being charged for one of them. I have called 5 times since January trying to get this resolved and each time they have told me that the extra STB will be removed from my account. On the third call I was told a "ROC" ticket was being opened and someone would contact me, nobody contacted me so I called back again two weeks later and they said sometimes it takes more than two weeks (and apparently they can't see the status of the ticket), now it's been over 3 weeks and I'm tired of calling and getting nowhere. I have been credited for the charge since the first of the year (which I see on my bills) but the STB remains on my bill. What can I do to get this resolved? It seems to me that the phone based support is useless in this matter. I've been a customer for over 7 years and never had an issue that wasn't promptly resolved, this is getting ridiculous.

[Deleted User]

Hi joedan,

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. 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.