I didn’t think it was possible to have worse customer service than the big C ISP, but Verizon cs has really blown me away with levels of incompetence I never knew were possible.
After upgrading my internet speed, I got an email stating my new router was on the way. I don’t need a new router. I never ordered a new router. I’ve had the same router for 3 years and it’s fine.
I went on live chat to ask why I was being sent a router, they told me it’s because I upgraded my service. I told them no, I don’t need a new one, this one is fine, I don’t want to have to set up a whole new network with new hardware.
I was told that’s fine, I can just refuse delivery. Fine. The new router was delivered, dropped off so I didn’t have the option to refuse it in the moment.
I returned the box to sender and left it out with some Amazon returns. It was picked up, since it was a return to sender there was no receipt.
Since then I have spoken with customer service FOUR TIMES. Four times!! I was told four times that the router would be taken off my account and P R O M I S E D I would not be charged.
Yet I get an email today about my bill and what is on it? That’s right, unreturned equipment fee.
A fee for a router I never ordered, that was returned, that I was promised over and over wouldn’t happen.
At this point I don’t even want the service anymore. I’ve been a good, dedicated customer for 3+ years. Never a late payment. Never a complaint about the service itself.
The incompetence is unbelievable. I hate to take my business elsewhere since the service itself is good, but it is not worth my time or money to keep dealing with. Shame on you Verizon.
I will be making a complaint with the FTC and contacting my credit card company for a chargeback since I have documented my many efforts to get this fraudulent charge removed from my account. I did everything in my power to get this resolved and customer service was no help, all FOUR times I contacted them.
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