Child Item

Site Totals

61493 Questions Answered 271 Categories

Getting charged for wireless device which was returned 1 month ago

Hello,

I returned the VZ INTERNET GATEWAY WNC-CR200A during the 30-day-money-back guarantee offer and it was successfully returned to Verizon as per UPS tracking.

However, I was still charged in the bill for not returning the device.

I have enquired with Support multiple times in the last 1 month and have not gotten any reasonable response. They just keep saying we are checking and then the call gets disconnected.

I cannot even track the support tick which the phone support opened for my account.

What kind of customer service policies does Verizon use in 2024? No email support, no portal to track the support request.

Can someone from Verizon look into this.

Thanks!!

Comments

Verizon_Support

natsu7, we'd love to help you take care of this and find a solution to your issues with the return. Let's make sure we're the last form of support you need to seek out. We're sending your a Private Message so we can help.

~Jesse

natsu7

@vzw_customer_support
Guess you cannot help when someone have a single line that is in disconnected status.

Verizon should really work on fixing it's customer policies. This is the worst customer experience ever, even when I just used the service for 2 weeks.

rfunston

I have a similar problem. I disconnected in July via the app. I was not informed of the need to return the Gateway. About a week later, I received the return package. I boxed it up and took it to UPS a few days later and watched them scan it. I never ever received any communication that it was not returned, nor that it was even necessary. Now I am being charged $200. I called and was on the phone for about 45 minutes and was told they could not find evidence of the label and I had to go to UPS and get the tracking number. The UPS worker told me they can't get that information and that since Verizon created the label, they could provide the number. He said this was not the first time he had heard this problem and that Verizon is just trying to get $200. He name that price, I never mentioned $200. Since scheduling a phone call was days out, I started a chat that I was involved in for over an hour. While the representative was researching the mystery label, my chat was discontinued without my knowledge. Another chat was started. None of my replies would go through. The previous chat rep. told me to only pay for the phones while it is being researched. That would require discontinuation of auto-pay and I would lose my discount for 5 lines. I feel so powerless. Every time I chat or talk to a rep, I have to explain things over and over before they understand my issue. I have been a customer since 2019 with 5 lines. I pay for for my elderly mother's phone and each of my college age sons. I am broke and can't afford this set back. I didn't do anything wrong. This is on Verizon and I don't know what to do.

Verizon_Support

Hello, rfunston. Help is here. My apologies to hear of this experience but our goal is to get you some answers and a resolution. I have sent you a Private Message for further assistance.

-Natasha

rfunston

I still have not received any communication from Verizon.

Child Item