Unreturned Equipment Charges Despite Returning on Time

I admit I'm really disappointed with the lack of transparency from Verizon despite being a customer for this long. After moving out of my apartment, I was required to return my router to a UPS store; I was able to get it in the day before it was due, receipt in hand. However, only ten days ago did I receive an Unreturned Equipment Fee. I talked to the chat assistant, hoping they could hel,p and they confirmed the charge would be dismissed in the next few days; I have a picture to show it was confirmed. However, nothing has changed. I attempted to call customer service, but I only ever got booted back to the Ai Chat Bot; not only that, the one Verizon Fios store could not assist me. I'm really frustrated and I'm not looking forward to paying $200 for doing the right thing, especially when just talking to an actual person would solve all these problems. I'm hoping this will bring some kind of solution.

Accepted answers

SynthpopAddict

Thanks for the info. That sounds like UPS got the package into their system by 8/20, but it was not delivered to Verizon by 8/20. Since Verizon presumably received the equipment sometime after the fact (unless the package was lost in shipment), the computer did an automatic "non returned" thing with the billing since the expectation was that they needed to receive the equipment back by 8/20. The only things you can do at this point is to contact Verizon to get the charge removed.

All comments

SynthpopAddict

Do you have the tracking number of the package, indicating it was delivered to Verizon?

JDeLemos1

Yep, I have the physical receipt on hand with the shipping receipt from UPS

SynthpopAddict

The receipt may show the tracking number of the package, but have you checked with UPS to verify the package was delivered? The package could've been lost in shipment.

JDeLemos1

Just checked the tracking, the label was created before the end of the 19th and they said UPS had my package as of August 20th, which followed their warnings of "the router must be returned by the 20th," which is what I did.

Verizon_Support

Non-return fees are never nice to see on your bill. We're sending you a Private Message so we can help with the charges.

~Jesse