Verizon NOT sending me a equipment return box/label? How do I send equipment back???

Hello again,

On January 8th I moved to a new apartment in a different part of the city here. The 5G Home Internet Gateway is not working here and not on their list of supported addresses for 5G Home Internet. So I signed up with Xfinity. However, when I called to cancel the service for obvious reasons they said to keep an eye out for the Return Box and Label. So I did. It never came, and so I called back again a week ago and asked them to please send me a return box so I can get this equipment back to them. And it again never came.

What am I doing wrong? Why is Verizon being so difficult? I refuse to pay a $200 equipment fee when I am doing everything within my power to return it. Do I need to physically take the equipment to a Verizon store?

Please help. I have until the 8th to get it back to them but I have no return label, nor do I have a return box. I could use my own box, but I still need a return label. At the very least I need an address to return it to.

Best Regards, Rod

Accepted answers

Verizon_Support

Hello, rgray318. Thanks so much for reaching out to us regarding the return kit. Help is here as we understand that since the service is not at your new location, it is imperative that you return the device. I can check to see if the kit has been sent and ensure you get one no matter what. I have sent you a Private Message for further assistance.

-Natasha

All comments

Verizon_Support

Hello, rgray318. Thanks so much for reaching out to us regarding the return kit. Help is here as we understand that since the service is not at your new location, it is imperative that you return the device. I can check to see if the kit has been sent and ensure you get one no matter what. I have sent you a Private Message for further assistance.

-Natasha

I have asked for a return kit twice and still have not received one. I hope you got yours.

It is frustrating and I think part of an overcharging plan. I am going to try the store and see if I get better help.

Same issue, plus you’ve overcharged me for the service despite the fact that I’ve called twice to cancel and each time been told I would receive a box. I finally received a padded paper envelope to ship the internet tower back in. Not doing to work. I’ve already wasted so much time on phone calls trying to resolve this. If I get changers and then you guys tell me I’m going to get. credit on my account to resolve this there’s going to be a major issue. This is absolute nonsense.

Verizon_Support

Hello, John_GioIII. Help is here. Glad to hear you received the return label. I do want to ensure I understand. Are you stating the materials you received to return the device isn't going to work? Please clarify so that we can help.

-Natasha

I did not receive a “return label” that I was told had been sent after I never received a box. It’s a padded envelope that would be used for a tablet and the device would not fit in it.

What am I missing? I’ve replied and also already stated the answer to your question in my original post. Is there anyone there that can actually help me resolve this issue?

Verizon_Support

Apologies for the delay in our reply, John_Goilll. That is certainly a concern that you have not received a return shipping label. Let's make sure we can get you a return shipping kit for the 5G Home equipment. We will need account access to assist, please be on the lookout for a private message from us, so we can help.

-Joseph

Verizon_Support

Hello THEDANNAS. We're sorry you're having issues with the return label. The great news is that we have exactly what you need. Via the following link you can print your own return label and skip all the hassle: https://www.verizon.com/support/print-return-label/

~Ivone

If the customers aren't getting a box suitable for returning equipment, can they package it in a box of their own so long as the equipment is sufficiently protected inside so it's not banged around in shipment? Thanks CS for the link on printing your own label.

Verizon_Support

We're here to help. Let us know if you need assistance. ~Peter

I have been dealing with the same frustration, I have been trying to receive a return box since I terminated my plan.
Verizon has charged me $200 for non return of equipment. I have called over 6x since December trying to either receive a return box or label so that I may return this equipment. I can not print a label from the link given and Literally feel like I have no other choices at this point. Requesting any help I can get PLEASE.

The same thing is happening with me. I canceled my service 2 weeks ago and was told I would get a box to return my tower, but still nothing. Plus, I even asked if I could take it to a Verizon store and was told no that I'd be getting a box to return it in. I don't want to be charged the fee so please send me a return kit out asap.

It doesn't work if you go in the store they help me box up my return but told me to print the label at home in which I can't get. This is crazy.

I have been having the same problem for the past couple of months. I have called 3 times and in the last call I made I did get shipping information. It got shipped out March 9th. It is now March 23rd and I still have not received it and I am about to get charged $200 for something I can’t return. I checked my orders to see if I can print out a label for it but when I click on the 5G home internet it says that it’s still being shipped out even though I got in the store when I got my new phone. I took it back to the store as well to see if they would take it back and they said they can’t take it back.

I have this same issue, I’ve asked 3 times and still have not received a return label or a box to return it in. I’m getting close to the “1 month” deadline and will be PO’d if I get charged the fee. Please someone help me!

Verizon_Support

Hello, SENORDERRICK. Help is here. My apologies to hear you haven't received the return kit yet. Just to confirm, the kit that we send comes in a regular envelope and could be confused as spam mail. We can definitely send you another kit. I have sent you a Private Message.

-Natasha

Verizon_Support

Hello,

Dustin24. Help is here as we can order you a return kit. I have sent you a Private Message for further assistance.

-Natasha

Same here, we have asked for a return kit twice and still have not received anything. I just want to return the new router that me and my family have never ordered it. And Verizon want to charge me $219 now because they said I haven’t return that router, why does Verizon do that to us. Is there other way to return the router , and stop charging me for that unwanted router.

Hello I have the same problem trying to return a home 5g unit. 6 attempts no box or label

please help

I am having the EXACT same issue. I have called 6 times already and have been told multiple times they are expediting or emailing me a return label. They are doing it on purpose so that I have to pay an equipment fee for something I can’t even use. I will never order from Verizon again online. They won’t even let you return it in the store.

I’m on my 5th request. Each time they claim it will be sent, never received, contact Verizon to be told it was sent to my old address but they will correct my mailing address- rinse and repeat. Last rep instructed me to bring it to a Verizon store. Imagine that will be a waste of time. No problem emailing me my bill, but unable to email me a mailing address.

Verizon_Support

We're sorry to read about the situation with getting your equipment returned. We're here to help. We'll be sending a private message. ~Peter

Verizon_Support

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

~Maria

It's been over a month I've been trying! Over the phone now 4 times, chat (at least) twice, and walking into 2 different stores! I keep getting promises of when the return box and labels will arrive and they never do. I even found fees for a suspended service, rather than them cancelling the service when it turned out it wouldn't be available at my new address. I had to call in twice to get those fixed! I've been a customer for almost 25 years and stayed because the customer service had always been the best - despite better prices and promotions from the competition. This round of incidents has been the cherry on top of dealing with AI in place of legitimate customer service, hours of being on hold, being hung up on, wasting soooo much time repeating myself, nobody providing consistent or accurate information, and things just not happening THEN having the b**** to try to charge me as a punishment?!!

No thanks.

The very same. I’m so glad it’s not just me. I thought I was losing my mind! I’ve been dealing with this since 3/2/24. I’ve called 7 times, every time telling me they’d take care of it. I live in SC, they keep sending the label to PA, no matter how many times they confirm my actual address (I’ve never even driven through PA, much less had an address there). Every tech has assured me I would not be charged because it was obvious I had attempted multiple times to get a kit. So, today I get an email saying I’m being charged the $200, despite 7 tries of getting a return kit. So, my next step will be having to switch service I guess. This should not be this hard! Such a disappointing experience. I’ve been a loyal customer, but this is too much.

Verizon_Support

Hello, RMCB, we appreciate your service over the last 25 years and want to ensure you're able to return your equipment. So we can best assist, we will be reaching out via Private Message.

-Lauren

Verizon_Support

We value your time and we are here to help. Please reach out for assistance. ~Geo

Hello,

I requested the return kit for the 12th time now!!

I’ve been trying to return the 5g gateway router since February, and everytime I call they say that the kit never arrived is because there is no apt number, but who deleted? because I didnt have any issues to receive the Internet router in the first place, that means the apt number was there before, and they are always "fixing it" but I never get the return kit. This is beyond stupid how the internet router comes in 2 days yet they can’t send a return kit to the same exact address? This is so stupid I’ve been on call with them so many times trying to figure this out. They always promise me that that’s the last time I’ll have to call about this issue.

And they are charging me $200 dollars because the router wasn't return on time, but it's not my fault, I've been requesting the return kit since February, I hope my credit doesn't not get compromise because of this, because it's not my fault. I really need a solution ASAP.

Verizon_Support

Dani07, we're so sorry to read about the issues you're experiencing trying to return your 5G Home equipment. We definitely want to make sure that we help provide a solution ASAP. To best assist, we'll be sending a Private Message.

~Izzy

Same issue, chatted and called 5,6 times with every call telling me they’re sending the the box/email for return label but is never delivered.

starting to think this is a scheme in wasting customers time and efforts to return an unreturnable equipment and charging $200 for not making the return.

going to report to BBB.

i'm trying to return the home internet box - they sent the box to return it in, but did NOT SEND A LABEL

i called and they said they would send a label which hasn't arrived

i spend 30 minutes on chat today trying to get help and kept getting shuttled to different bots

i'm trying to find out if i can just take it to a verizon store

i've been with verizon for years and years and they have always had the best customer services NOT ANYMORE it has been horrible

now what because i'm no paying for the equipment when i've been trying to return it

no, i can't print a return label because the original customer service person i talked to closed that part of my account

the equipment is not listed anymore so there is no way to print a label

why don't any of you know what is going on?!?!

the other thing is they are now outsourcing CS overseas

so frustrating

Verizon_Support

I'm sorry to hear that you're having problems with your equipment. We want to make sure you get those return materials shipped out to you ASAP. Please be on the lookout for a Private Message.

~Jesse

i've spoken to customer service people and done chats - i'm done with verizon once this is resolved - if it is ever resolved - why was a shipping label not included with the box to return the equipment - that is so basic and makes no sense why it wasn't included and i'm told i can't return the equipment to the verizon store 3 miles from my home - ridiculous, just absolutely ridiculous and infuriating all while you threaten to charge me for the equipment i would have returned weeks ago

i keep getting texts from verizon asking me what my issue is - why isn't this already in my account? i just need a shipping label omg

this is now comical, i'm done with verizon - if you charge me i will report this to my State Attorney General

Verizon_Support

We value your time and we are here to help. We sent a Private Message for assistance. ~Geo

Verizon_Support

@Anonymous
wrote: i keep getting texts from verizon asking me what my issue is - why isn't this already in my account?

samiamsam, We understand you are needing return materials and we are here to help. We will be sending you a Private Message so that we can further assist by accessing your account.

-Andi

This is the same shenanigans that I've been dealing with for a month now. I've already reported them to the Attorney General of Texas, BBB and rated them 1 star on Trustpilot because I am OVER THIS. You can bet I won't be paying any non-return fee since you won't provide me with any of your stupid kits and you guys literally REFUSE every time I talk to u to just email me a label. And no, you guys cut off my account so I can't go print one off.

Oh yeah. The last guy I talked to, he told me that when I cancelled service on April 18th, YOU GUYS NEVER EVEN SENT OUT A KIT LIKE YOU WERE SUPPOSED TO. So, when the guy told me it was 'in transit' on April 27th he was LYING, which isn't surprising in the least, lol.

I am having the same issue. I am chasing to get a return label for a service i never used. Your door to door salesman assured this would be an easy process and Verizon is making sure it is not. I need a return label, I do not want to be charged $200

I am having the same issue. I have contacted multiple times since contacting to get my return label and I have got nothing. Verizon reps, please fix this

Did you ever get your situation resolved?

I need a return kit also, it has been 3 months and verizon has done nothing.

Verizon_Support

Hey there, Midnight2times, we want to help ensure you can return your equipment. So we can best assist, we will be reaching out via Private Message.

-Lauren

Same here I have been trying since February to return an unwanted router.....still no labe!!!

Verizon_Support

Hey, dchild24, we want to make sure you have a label to return your equipment. So we can best assist, we will be reaching out via Private Message.

-Lauren

I am having the same issue, it’s been over 4 months at this point. I have called around 10 times they have supposedly shipped me around 10 or 11 return boxes. I have tried to take it to my local Verizon store and they wouldn’t take it. I have also been promised twice the charge would be removed even without the return if the device, but that never happened either. I will be reporting Verizon to the BBB, and will not pay for this device that never even worked well.

I have requested twice and have not received a box or a label. I was told that the unit number was accidentally left off the box. Then I was told it was corrected, but the box still had not arrived. I was charged $200 for the box I had been trying to return for months. I was told to take it to the Verizon store, but they don't accept the equipment. Where can I locate the local office that will accept the equipment from me and amend my bill?

Same here, I have been trying to send back there faulty equipment since April, was told to wait 7-10 days for the return kit. I never got the kit. I’ve called several times each time they say sorry, don’t worry you want be charged since its not your fault, we’ll send a return kit ASAP,….its June still no return kit but they are charging me $214 for the equipment that they haven’t sent a return kit for. Numerous calls, I asked for a tracking number for the return kit so I can confirm its actually being sent to me…they can’t provide one but promised it would be here by Monday, June 3rd and also promised the charge for $214 will be taken off my bill. Seeing as the bill comes out on June 9th, I don’t see how I wont be charged. I’ve been on the phone with for what amounts to hours at this point. They wont even let you take it to a store to return it, and seeing so many people with the same issue and its not been resolved makes me very nervous. I’m on an account with several family members for over 10 years and this is the worst experience.

I’m having this same problem right now iv called about 11 times. They disconnected my service because I refused to pay the $200. Then while “waiting” for the label I had to pay the $200 for my service to be back on and I still havnt received the shipping label..

Verizon_Support

I'm sorry you havent received a return label Rwhnumu. What service was this for? When did you cancel service?-Joe

Verizon_Support

I'm sorry you have not recieved a return label, katjayindie. What device are you attempting to return? When did you cancel service? -Joe

Verizon_Support

Hello, Luhmam83. Help is here as we can assist in ensuring you receive your return box. I have sent you a Private Message.

-Natasha

Verizon_Support

Oh, no! Dealing with service issues can be frustrating, especially if you have yet to receive your return materials. Verizon is here to help.

You can always check out more info on our Home Internet through the official page: https://www.verizon.com/home/internet/.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

I am having the same issue - I moved in late April and can no longer access the account because the line has been disconnected. I’ve called over eight times at this point since my service ended in May and everyone tells me the exact same thing. They tell me not to go to the Verizon store but at this point I just want to speak to a real person face-to-face because it feels like an endless cycle. Any support or alternative methods would be greatly appreciated.

I have the same issue. I hope Verizon will send me a private message too to assist me.

Verizon_Support

Thank you for reaching out to us on this platform. Please tell us a little more, did you request to send the equipment to your new address? When was the last time you contact us to get the return kit?

~Maria

Verizon_Support

We want to ensure that you get the return kit to send back your equipment. We'll be sending a private message. ~Peter

Also dealing with this. They keep sending the label to my old address. Or that is what they are saying. I would think that with mail-forwarding I would have gotten by now. It’s absolutely ridiculous.

Verizon_Support

@ssminey79
wrote: Also dealing with this. They keep sending the label to my old address.

We want to make sure you are able to receive the return kit to complete the return of the equipment. Be on the lookout for a private message from us.

-Andi

Were you ever able to get the label? The exact same thing is happening to me! I went to the store the day I cancelled my internet and was told I had to mail it in. I never received the label so I called and gave them a second address to send it to, to ensure I got it, and I never received it. I just recently got charged for it and I'm mad.

Verizon_Support

We would love to help. How long ago did you cancel service? Has the return label came to the original address? -Joe

It took me 4 calls over 6 weeks to finally get a box mailed to me. Everytime they said a box was on its way but I finally was able to get one. HOWEVER, they charged me the $200 equipment fee and now it’s been 2 months since they received the equipment and I haven’t been refunded yet after 3 more phone calls. It’s a ridiculous waste of time.

Verizon_Support

chrisnyr20, we'd like to take a look at that charge and make sure it's properly refunded. This definitely shouldn't have taken more than one phone call. Please be on the lookout for a Private Message so we can get everything taken care of.

~Jesse

Hi I am having the same issue. I have called twice to get my return label/box for my device, they say they’ve sent it twice, and I still haven’t received it. Verizon, PLEASE send me a private message.

Verizon_Support

Hi! Thanks for reaching out. Let's make sure your equipment return dilemma is resolved. We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

VERZION - I am having the same issue. The Verizon 5G service was disconnected weeks ago. I do not live at a location that accepts mail to get the return box sent to me from Verizon. I am desperate to get this 5G box back to Verizon and have called in 5 times to explain my situation. I keep getting passed around to supervisors. They keep saying they are waiting for approval for the prepaid label to be emailed to me. I'm tired of trying and waiting. I never hear back.

Verizon_Support

Hello, gray7181, sorry to hear you're running into an issue when trying to send back your 5G gateway. So we can better assist, we will be reaching out via Private Message.

-Lauren

Same issues. I’ve spent two month, 4-6 phone calls, two in-person visits trying to return my home internet boxes. Why is this so difficult? I got a statement credit for one late return fee, I’m going to have to do it again for this month. This is such a nightmare. Filing FTC/FCC complaint seems appropriate for this level of negligence. Nothing but empty promises and finger pointing.

Verizon_Support

Thank you for reaching out to us on this platform. We understad the importance of getting the shipping material as fast as possible. Please tell us, when was the kit ordered? Did you receive confirmation/tracking number via email?

~Maria

I am having the same problem right now. What can I do?

Again I am having the same problem. What can I do? I have been on the phone many times for more than 45 minutes sometimes. Still no label. It’s now overdue.

Verizon_Support

Vfhatcher, we're sorry for the issues you have encountered with the return kit. We will be sending a private message to further assist.

~Ivone

Same here, i cancelled my service in June 2024 and called so many time to send me the return kit but still they have not send.

I am not sure is this on purpose.

Kindly send the return kit ASAP.

Verizon_Support

Hey there, rajesshh, we want to make sure you're able to return your equipment! So we can best assist, we will be reaching out via Private Message.

-Lauren

Sure, please message me

Hi Customer Service,

I’m experiencing the same issue. I’ve called twice and chatted online. I initially went to a Verizon store, but the staff refused to help, stating that I needed to call and speak with a representative.

The first time I called, a representative told me that a return label would be mailed to my address and that my account had been cancelled. After 20 days, I still haven’t received ANYTHING.

When I called the second time, the representative informed me that, since my account was cancelled, they could not verify the account and were unable to assist me. They directed me to return to the Verizon store to verify my identity. This is absurd and fraudulent! Why is returning the device so difficult?

Not a solution but I have had the same problem, we have called repeatedly for months asking for a return box. They say they will send one but never do. It’s infuriating and they have charged us over $700 at this point. I don’t understand why we can’t just drop it off at a store location. If anyone has found a solution please let me know.

I have requested a return label for defective home internet box and have not received it in over 3 weeks. I do get emails saying I am going to be charged for the equipment. I think may need to go to the attorney general. This is totally unacceptable.

Verizon_Support

Hello, Maisiejune. Help is here as we can assist with getting you a return box. Just to confirm, is this regarding the Verizon Home Internet services on the wireless side or Verizon Fios? I have sent you a Private Message for further assistance.

-Natasha

Verizon_Support

Hello, Rslk, we want to make sure you're able to return your equipment and don't see any additional charges! So we can better assist, we will be reaching out via Private Message.

-Lauren

Verizon_Support

We are here for you. Feel free to reach out for assistance.

~Geo

I am having the same problem. They called them several times for three months, saying it was on its way, but still nothing.

Can anyone help me, please?

I have the same exact problem that I am going through right now.

Verizon_Support

Oh, wow! We are stunned to see you in this equipment return dilemma. Our goal is to offer the support you need.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

Verizon_Support

Hello, Quineri. My apologies to hear of this issue as we always want to make it an easy process to return equipment. Please share more info. What is the equipment you want to send back? Has the service been canceled already?

-Natasha

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