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How do I actually get support?

I signed up for 5G home internet, and decided it wasn't for me. Speeds in my area weren't what was advertised and it was a significant downgrade compared to my existing service. So I cancelled service and was told I would receive a kit in the mail to return my 5G gateway to Verizon. If I don't return it I'm being told I'll be charged $300.

When the return kit didn't show up, I called Verizon support and asked for it to be sent again. They told me it was mistakenly sent to the wrong address and had now corrected the issue... but the kit still never showed up. I've since called and gone through the same process with Verizon support 5 times, each time being reassured that the issue was solved, each time learning that the previous agent hadn't actually fixed anything. Tonight, I asked the agent to escalate to a supervisor and the agent refused my request. This is clearly an issue they can't solve, despite how simple it sounds... Meanwhile, I'm going to be charged $300 for equipment I have tried so hard to return due to a failed process within Verizon.

This is ridiculous. What do I do to get someone who can actually help me with this?

Comments

Verizon_Support

Hello, craig9787. Help is here. My apologies to hear you have been waiting so long for the kit, but we can work with you to ensure you receive it. I have sent you a Private Message for further assistance.

-Natasha

craig9787

All you did was send me a link to the customer service team. The same team that's failed to help me 5 separate times.

I've now been charged for this equipment. Verizon has completely failed here.

Verizon_Support

Hello, craig9787. So sorry to hear you feel this way as I do see we have attempted to assist you. I see from your initial post to us that you are looking to return equipment, correct?

-Natasha

craig9787

I need to return my 5G internet gateway.

Because getting a return shipping kit sent to my house has failed so many times, I took the equipment to a Verizon store. There I was told that they can't accept the equipment and that it MUST be returned via the shipping kit.

The rep confirmed that all of my previous attempts to get a kit sent to my house have failed and then put in another request for a return kit. This was on March 26. At this time I still have not received it, or any confirmation that it is on its way.

I now have a large charge on my account for this equipment because this process has taken so long and failed so many times.

Do better.

Verizon_Support

Thank you for sharing all of those details with me today, craig9787. Let's take a look and see what is happening with these return shipping kits. We will need account access to assist with this. Please be on the lookout for a private message from us.

-Joseph

craig9787

I've now been forced to pay the fee for not returning this equipment. A return kit still has not been sent to my house. How is it possible for me to request this return kit more than 10 times now and still not have it?! It's also insane that there is no alternative to this clearly broken process.

A_Nolan

I’ve been having the same issue for the past 4 months. I have called 8 - 10 times and even went to a corporate store and it’s still not resolved. I have been told the same thing as you , “was sent to the wrong address” and “the previous employee processed it automatically instead of manually”. I have also spoke to 2 supervisors and my issue still is not resolved. Meanwhile, I have a balance showing on my account of $402.65 for “unreturned devices”. They tell me that they won’t credit my account for that amount until they receive the devices. I am having a difficult time understanding how it’s my fault that they can’t seem to get this straight. I’ve done my part by cancelling and calling each time I don’t get the kit spending about 45 minutes to an hour and a half on the phone with them each time. This is ridiculous!!

Verizon_Support

We definitely want to make sure that you receive the assistance you deserve, and we will be glad to help. We sent a Private Message to further assist you. ~Geo

jacksonl

I have the same problem. It seems that Verizon hasn't been able to get this right after all these years. I have read similar complaints from previous years. Had I known how horrible Verizon customer service was I never would have switched from Xfinity. I was also told when I signed up that my bill would be $50 month. That was the only month I actually paid $50. I was then charged $104. Now my next bill is over $60. I, too, had to exchange the router. They sent a new one quickly. But since I have not been able to return the broken one. Not allowed to take it to a Verizon store. Kit sent to wrong address x 2, wrong size box sent x 2 (too small) All the while I'm receiving threatening emails saying I will be charged if I don't return the equipment. I finally I just went to UPS, paid for a box and sent it back - with a receipt. Now I'm being charged $200 for unreturned equipment. I wish I still had Xfinity.

jacksonl

I'll be going to the BBB and my entire social media network, not to tell anyone what to do but to share my experience - and apparently same experience of many over many yeas - so they can think seriously about doing business with Verizon.

Verizon_Support

jacksonl, we're sorry about the issues you've been having with your return, and we want to make sure you're able to get that return sent out. We're sending you a Private Message so we can get you the return materials and help with your bill.

~Jesse

craig9787

This was the only way I was able to make any progress with them too.

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