I went to a verizon store on 10/7/23 and a sales associate informed me that I was qualified to try their 5g home internet device free for 30 days. I requested two devices to try out. After two weeks I noticed that the 5g internet was not working for our house so I decided to call on 10/15/23 to cancel the service. The customer service rep stated that the devices have been canceled and that a return kit would arrive to our house in 5-7 days. 7 days passed and we received nothing from verizon. I called on 10/22/23 to follow up and the customer rep disconnected the two devices, i received confirmation via email that the devices were canceled, and that it would take 5-10 days for the return kit to arrive and that i would have 30 days to return them back to verizon. 10 days passed and we still received nothing. On 11/1/23 i contacted Verizon again and the customer rep stated that i would receive a return kit in 2-3 days and that i would be refunded the one month 5g service charge for both devices even though I was told it was a 30 day free trial! Over a week passed and still no return kit! On 11/9/23 i chatted with verizon customer rep who stated that a return kit would arrive in 5-7 days. Over two weeks passed and still no return kit!! I physically went to the verizon store where I received the devices and the sales associate stated they could not help me at all and i had to figure it out myself! On 11/27/23 i chatted with customer service rep about issue and after a lengthy conversation, he ended the chat on his end and i was not helped!! i then called immediately after and spoke with customer rep and told him my frustration with the process. I asked him to email me a prepaid shipping label to which he said he could do, then after periods of being placed on hold, he said he could not do it and it had to be mailed to me. He placed me on hold for over 15 mins while he “tried to create a return kit and labels.” It should be noted, that the call center closed at 7pm and i think he was trying to wait me out as he finally responded at 7pm and then hurriedly told me that a return kit and labels would arrive in 2-3 days. I received an email from this customer service rep that stated two shipping labels have been created and will arrive to me in a few days. Of note, I confirmed my physical address every single call and chat that i have had. Today is 11/29/23 and i have no faith that the return kit will arrive. Verizon, please fix this issue!
