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Returned HD DVR to Verizon but still being billed for it!!!!

Verizon must really love me. That or they must want me to switch to a different provider.

We canceled our FIOS TV service and knew we had to return both the upstairs set-top-box and the downstairs HD DVR. We had to call Verizon to ask for boxes. We received 1 box that fit the upstairs set-top-box. We sent it back. 3 weeks go by. No HD DVR box. We call Verizon. Ask for HD DVR box so we can return it. Customer service rep has to check two or three inventory systems to finally determine that yes, we do actually have an HD DVR to return. I remind her we are asking her to send us a box to ship it back to them. She promises to send us a box very soon. 2 weeks later and still no box. Finally we start getting nasty phone calls from Verizon saying we have an HD DVR we should have returned. I tell them we have been trying to for several months, but they don't seem to want to send us any boxes to ship the darn thing in. Again a promise is made to send a shipping box to us. FINALLY, shipping box arrives.

I look at my bill. Eye-popping $661!!!! **bleep**. Apparently, Verizon feels it is okay to charge for their failure to provide a return shipping box. I don't think so. Given the customer service 😉 I have received to date, I look forward to several months of attempting to resolve this billing issue now that I have actually returned the box to them.

Anyone from Verizon willing to step-up and resolve this?

Comments

KH-OrnEsh1

I'm 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 or to help you resolve your issue.

JFig1

The same thing is happening to us...we're being billed for boxes we already returned and it has been a total nightmare...we called more than a times w/the same conclusion " someone will call you back" but it never happens....our bill is around the same as yours and we are so sick of the empty promises by Verizon.

nomorepain

Ditto for me. I switched to Optimum triple play in September because it's $45 less a month than FIOS. I would have stayed with Verizon if they had even tried to give me some kind of discount but being a long time customer got me nowhere. When I called to cancel my FIOS triple, the Verizon rep only cancelled the phone part, so in October, I got billed for a whole month for the whole service I was no longer using. At that time, a rep told me the account hadn't been cancelled, and she was kind enough to do that for me.

About a week later, Verizon sent me the box to return my equipment. I carefully packed the DVR, remote and modem in the box, affixed the label, took it to my local Post Office, and sent it on it's way. On November 9 , I got a notice from Verizon that they still hadn't received the equipment. I called their equipment return specialists, and eventually got connected to the warehouse where they actually receive the returned equipment. I called at 5:15 PM eastern and no one answered even though their business hours were supposed to end at 7:00 PM eastern. I left a message and got a voice message the next day referring to an "after hours" inquiry that I had made. When I called the individual to whom the message referred me, I again got no answer, even though it was before closing time. Three days after that, I got a voice message from a return specialist, saying that he checked the tracking and it showed that the package was still "in transit". This was now more than a month after I mailed it!

I felt somewhat releived that they finally had some idea where this equipment was. I was actually giddy with joy when I received a check for $101.70 on December 4 from Verizon for the partial month (Sept. - Oct.) for which I shouldn't have been billed.

Alas, that euphoria was short lived as today I received a bill in the amount of $553.57 for the recently (in transit) equipment.

Verizon, my question to you, in case you happen to be monitoring this forum is:

Are you trying to do everything possible to insure that I not only never choose Verizon FIOS again, but also cancel my Verizon wireless as well?

ElizabethS

Hi nomorepain

To help resolve your billing issue, a Verizon representative will contact you via the PM system, or by the email associated with your account.

mcarchangel

Verizon apparently does this quite a bit.

In early July 2013 I returned my HD-DVR via UPS and canceled my television service and hardline with Verizon. I kept their internet service. The customer service rep convinced me that it would be cheaper if I just kept local service for TV along with the internet as a package deal. I called in early September because I was still getting charged for the DVR. The service rep that time told me that they had received the DVR and that the charges would be reversed.

I did something stupid. I believed her and threw away the receipt an tracking number from UPS.

Now five weeks later I am still charged for the DVR and when I call again suddenly they never received the DVR. Either the rep from five weeks ago lied about checking, or Verizon just wants whatever it can get. It's mid October and the customer service I have gotten is horrendous. I went to UPS and because the DVR was shipped on the Verizon corporate account and I didn't pay for it I can't get the tracking number.

I looked up this problem on the internet and apparently it is far from an isolated problem with Verizon.

ElizabethS

Hello mcarchangel

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. Please keep all correspondence regarding your issue in the private support portal.

Verizon_Support

Hello mcarchangel,

Unfortunately due to non response we will close the private thread. If you still need help with bill for the STB or ever need help with anything else let us know in a new public thread.

Thank you,

-Jeramy

Suzanne7777

Number one rule returning Verizon DVRs. Take them in person and make sure you get a printed receipt and do not lose it. I learned this from a Verizon employee. I've had to produce mine twice. Once I forgot to get the receipt and I called the store and had them email it to me. Even the employees know people are often charged for returned boxes.

cwlee1

I just sent an old DVR and set top box back after upgrading to new ones when getting Quantum TV. I shipped them back VIA UPS just a few days after getting the new ones and I got an email today warning me that I will be charged if the boxes are not back by the July 18th. Not sure who to contact about this.

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