In December 2023, I placed a Home-5G order online as a new customer. However, I went to a store where the specialist claimed to have a better promotion (which didn’t, another frustrating story) and I placed a new order instead.
In January 2024, I applied for a return for the old one and was informed that I would receive a return kit to send back the $200 value equipment. However, I never received the return kit.
I have contacted customer service 4 times (each taking me at least an hour, to explain the whole situation etc.) since February but have not received any resolution. They always say my apartment number wasn’t on profile and they have added it so that I could receive a return kit in a week. (They even told me they created an escalation ticket for me once and someone will contact me after they investigate my case, never happened.) Weeks and weeks later, I still haven’t received a return kit.
As a result, my account has now been forwarded to a debt collection company, which is causing significant stress and inconvenience. The deadline provided on the debt collection mail is June 29. (and Yes, they're able to send tons of mails asking for the $200 payment to my mailbox precisely but claimed not having my apartment number?)
Two days ago, as my last self-attempt to resolve this, I visited a Verizon store. However, they informed me that I could not return the equipment in-store. Instead, they provided me with a label to ship the equipment back via FedEx. If the whole thing is so easy with a FedEx label, why didn't you send me a label to print out during the last 4 times I contacted you?
Whatever, I have dropped off the equipment in the original box yesterday, but I don't think it will be delivered and processed by verizon before June 29.
That's what I got in last 6 months: chose to be a new customer of verizon, wasted at least 10 hours with customer service and received a debt collection notice. Good luck on me and never believe in Verizon customer service!
