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Install Tech took modem and now being billed for equipment not returned

Long story short I was told my home internet equipment was outdated (less than a year old from Verizon) was given the new equipment at the store and came home to schedule a tech to come out and install due to it being mounted on the outside of my house and a box inside the house. Tech came out February 22 I was at work and my oldest was home to let him in (over 18) and tech took old equipment with him, now received an email saying equipment was never returned and I’m getting billed for it! After being on the phone yesterday for over 45 minutes said they would investigate this. After all of the problems with home internet constantly going out and now this, I’m ready to cancel all my services with Verizon if they don’t find the “unreturned equipment “

Comments

Verizon_Support

The last thing we ever want is for you to have any problems with your returned device. Let's figure out what's going on and get this whole situation resolved and taken care of. We're sending you a Private Message so we can better help.

~Jesse

Lori8867

Just received my new bill and the equipment is being charged again!! Verizon do better If the techs aren’t supposed to take the equipment, you need to tell the customers and also the techs. I’m being charged for equipment that I don’t have. I won’t pay it

Verizon_Support

Hello, Lori8867. We definitely want to ensure that we sort this out. Just to confirm, have you contacted the rep in question regarding the equipment?

-Natasha

Rose41

I’m dealing with the same issue now. And it’s been over 3 months with no solutions and empty promises from Verizon customer service. I keep getting the no return equipment charge of $541 added to my account. If Verizon technicians are not supposed to take the defective equipment because a tracking number needs to be attached to the return item then why are they continuing to take customers’ equipment? This is clearly an ongoing issue with no actual solution. I wish I never signed up for home internet with Verizon and just continued with Comcast. I’ve called Verizon on 5 separate occasions and each call lasting 45+mins just for a customer service rep to promise they’ll take care of it but never do. No follow up call or email. With all the money you’re making as a company, it’s irresponsible to offer such low level customer support.

Verizon_Support

We hate to hear of this experience you are having. Sending over a private message so we can investigate it further.

-Kristen

Rose41

Days later and the issue still hasn’t been resolved. My card was charged $541 for a device that a Verizon technician took from my house. There’s been no real investigation, follow up or solution. Just empty promises. If I don’t get a refund, not a credit to my account, but a refund back to my bank account, I will be filing a complaint with the better business bureau for fraudulent charges. The “opened case” was filed on Tuesday with no one following up with me and my messages being ignored.

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