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what is it going to take to remove from my profile 2 stbs that I returned

I exchanged 2 stbs for new ones I no longer have the old ones yet they are still showing on my Online profile - I keep getting told I am not getting billed but somehow they managed to remove my HMDVR setting and put it back onto the box I turned in (note this has since been corrected my 7216 is once again a hmdvr)

I sent a private message to one of admins for some help but no response - so am trying here in hopes that someone who can do something will respond

To Verizon Rep:

maybe you could pass this to the correct person - I swapped out a 6416 for a 7216 but the 6416 is still showing in My Verizon Account Option My TV then choosing Set top boxes

This was done over 1 week ago - Also I swapped a 6200 box for a 7100 - P2 (the smaller box newer version) and that one is partially listed and the old 6200 is also still listed

Others have told me that once swapped within 48 hours they no longer showed on their My Verizon account but for some reason they are not coming off of mine and while it does see the unit id of the new 7100 it does not show any other info (for ex: pic of box, etc)

What is it going to take to remove the 2 boxes I have returned and have paperwork to prove I returned them - when I call I am told they are not showing on my account but yet I see them listed online - Can you please help me get this straightened out In my online account I have renamed both of the boxes as Returned

The unit address of the returned boxes are as follows

Unit Address:0001105529423187 Model QIP 6416 box and

Model: QIP6200 Unit Address:0000030450939219

Thanks in advance for any help you can give me as I dread my bill next month due to this screwup - doesn't anyone there know what they are doing? How hard is it to see that a box was returned so therefore remove from that account

Comments

lasagna

It took about 3 weeks before my returned boxes (via UPS) reflected as returned and were removed from my account. YMMV. Assuming that you kept the tracking information from your return and they show as having been delivered, I'd call customer service and ask why they haven't been removed.

ggma11261

@lasagna wrote:
It took about 3 weeks before my returned boxes (via UPS) reflected as returned and were removed from my account. YMMV. Assuming that you kept the tracking information from your return and they show as having been delivered, I'd call customer service and ask why they haven't been removed.

here is the best part they were exchanged at the fios store - I picked up a 7216 and 7100 p2 and returned at the same time a 6416 and a 6200 box and I have the receipts they gave me verifying the return so you can bet that I am going to fight any billing for those boxes after the date of return - I am not the only one having this problem

lasagna

Interesting ... I'd take the receipts back to the Verizon store and ask them to remove the boxes .. .almost sounds like they didn't do the whole order processing when they did the swap. In my case, I don't have a Verizon store anywhere nearby, so my only option is to do a swap via mail.

prisaz

@ggma1126 wrote:
@lasagna wrote:
It took about 3 weeks before my returned boxes (via UPS) reflected as returned and were removed from my account. YMMV. Assuming that you kept the tracking information from your return and they show as having been delivered, I'd call customer service and ask why they haven't been removed.
here is the best part they were exchanged at the fios store - I picked up a 7216 and 7100 p2 and returned at the same time a 6416 and a 6200 box and I have the receipts they gave me verifying the return so you can bet that I am going to fight any billing for those boxes after the date of return - I am not the only one having this problem

I hope you did get receipts and both boxes that you had are on them. I turned in two 2500 boxes a few weeks back and when I walked out of the store, I looked at the paperwork and it was only for one box. Yes I went back in and asked for the other receipt. Whoops it was still in the system, but sitting behind their counter. I believe the stores are contracted. Just like UPS, keep you papers in order. If it is done right, they should come off of your account in a day, or at the time they are returned. Contact billing and make sure they are not still on your account. If they say they are not, then I usually don't say trust them, but you may want to in this case.

And or do what lasagna said. Go back and ask them to fix the whole thing. The admins here do a lot, but they are admins here in the community, and do much more then just admin the community. If you need help right away, it is best you use the contact us link at the bottom of the page.

If you contact tech support over the phone or though the chat, they should be able to fix what is wrong and tell you if they are still on your account. If they are not on your account, tech support can make sure they are not still activated. They may be off of your account but not deactivated because they fell though the cracks somewhere.

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