I am helping my sister with a huge problem. She is disabled and on a fixed income. During a sales call from Verizon, she was talked in to signing up for 5G home internet service. When she signed up, Verizon created a dummy phone number to associate with this account and assigned it to her. After a few months, she realized she couldn't afford the internet service and canceled it. She was told to return the Askey VZ Internet Gateway device or else she would be charged $330.75. But, after she canceled the service, Verizon reassigned the phone number associated with the device to a new person's account. Now, that device shows up in that person's account even though my sister physically still has the device. Because the device is now in someone else's account, Verizon has no mechanism for accepting it back, although they keep sending my sister bills for the $330. We have spent 8 hours on the phone and at the Verizon store talking with different associates and none of them is able to assist. Every time they assure me that they are opening a ticket or taking some action and that we will hear back in a few days, and then nothing happens.
My sister is not able to pay this bill and we need someone to fix the problem that Verizon caused, so that she can return the device and get the fee removed from her bill.
I need to know how to contact someone who can actually take action on this because I have already spent many hours wasting time talking to people who can't fix it. We need this to be resolved without her having to unfairly pay for this device we have tried repeatedly to return. She is disabled and every time she takes a trip to the Verizon store to attempt to return the device, it is physically challenging and costly for her. I feel like Verizon is taking advantage of a disabled person.
