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Confirm Device is Received

Hello,

Could I kindly have your help? I returned an internet router to Verizon in September 2022. I shipped it using the box provided. I also called into Customer Service in November 2022 and they confirmed that the device was returned to their warehouse in Texas. However, there was a mistake and I am told that the device is not registered as returned. Could you kindly help me track down the device, and confirmed that it was indeed received ? I would be so grateful for your help.

Thanks so much

Comments

Verizon_Support

Hello. We're terribly sorry for the issues you have encountered with your returned router. Was this router on your Verizon Wireless account?

~Ivone

pnguyen1877

Yes. It is the only service I've ever had with Verizon- Home Internet Service. The account was closed in September of 2022, this is why the device was returned. I sent it back using the box/shipping labels provided, and I have the UPS Tracking & UPS Proof of Delivery, but for whatever reason, that isn't sufficient.

I need confirmation that Verizon has the device.

Thank you for your help.

Verizon_Support

Thank you for that information. So we can best assist, we will be reaching out via Private Note.

-Lauren

pnguyen1877

OK, so that was a waste of time, they will send you to different associates, you'll go around in a circles, and the last Verizon representative will completely ghost you.

If anyone returned an item back to Verizon, and is still being charged for it (despite having the UPS Delivery Notification and proof that it was returned) - THEY WILL NOT HELP YOU.

All I requested was for them to locate a device with the actual item number/SKU number. No one bothered to look it up.

For anyone experiencing this, you have rights under the Fair Credit Reporting Act. It is illegal to charge you a debt that you do not owe, then refuse to conduct due diligence, while sending collectors after you.

VERIZON, BE BETTER.

Verizon_Support

Your time is valuable to us, and we'd like to help as soon as possible. To better assist you, I'll be sending you a Private Note, reply to it, so we can get started.

~Maria

mwk2024

I have had the same issue. Verizon customer service has been incredibly unprofessional. I attempted to return the device in-person at a verizon store after reading these comments. I was refused by the representative who told me I was required to use the shipping label. After sending the box using their shipping label, I got a bill from a collection agency saying I didn't return their device (just like previous comments have stated). I called multiple representatives who all assured me, over recorded phone calls, that the issue was resolved and that the bill would disappear. I learned from the latest representative that this was just a strategy to get me off the phone - no one has removed my bill. This is remarkably unprofessional, and Verizon has no interest in conducting proper due diligence to ensure they are charging appropriately. Even with the provided tracking number confirming receipt, they refuse to modify my bill. This is unacceptable.

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