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Help Needed: Unfairly Charged for 5G Cube Router I Returned

I was charged $217.50 for not returning my home 5G device when I have proof that I sent it and it was delivered. I have proof of tracking from UPS based on a label that Verizon sent me. I've contacted 2 customer service reps trying to get a refund but no progress. I'm on a call now with a customer service agent now and he created a ticket number for my case, but we just got disconnected midway through the call. Is there any additional help you can provide to make sure I get my money back?

Comments

Verizon_Support

Hello kgee1, we are so glad you reached out here where we can investigate the router return and get answers. Please reply to the private message that follows. We can review account specific details securely!

-Deb

kgee1

It has been 10 days now and there is absolutely no resolution to my problem. Verizon has unfairly taken $217.50 from me when I fulfilled my end of the agreement and returned my 5G router with proof of delivery. This is a return center issue and it should not require customers to waste time correcting a company error. I am now reporting this to the BBB to resolve my case.

Verizon_Support

We hate to hear you have not had a resolution. We are happy to take a look in to this for you. I am sending you a private message so we can better assist you.

-Kristen

Dlinzo

I would go to a Verizon store and raise a ruckus in front of all the Christmas shoppers

Verizon_Support

Just checking in! We want to make sure that we get this resolved for you. Are you still needing assistance?

-Necia

kgee1

Quick update. I finally resolved this by going through the BBB complaint route. I finally received a refund check for the amount that Verizon unfairly took from me.

Verizon, please do better with your 5G home internet equipment return process so customers don't need to waste their time playing this return game. Also, train your customer service reps better so they know how to resolve these situations and also give accurate information. Your Executive Relations rep was highly responsive and competent and able to fix it only after I filed a BBB complaint, but the 3 other call center agents I had interactions with were completely uninformed, made false promises, and gave out misleading information.

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