I canceled by 5G Home Internet service in February 2026 in order to switch to Fios. I returned my equipment, as instructed, at a UPS store at the time. Although I have a tracking number and confirmation that the equipment was received at a Verizon warehouse, I continued to receive notices that my equipment wasn't received and that I would be billed for it.
I attempted to call customer service, but the representative I spoke with was no help. He was unable to access my Wireless account because the service had been canceled (which makes no sense to me). I was told that I needed to go to a Verizon store and show ID so that my account could be looked up. I did so several weeks ago and was told that the equipment was received but hadn't been logged into the system yet. Notes were added to account to that effect, and it seemed that the matter was resolved.
However, today I received a bill via email for $1,033.50!!! I'm unable to view the bill to see the details, or pay it even if I wanted to, because I can no longer access the terminated account. I can only see my new, active Fios account on the website/app.
As I do not want to have to go back to a Verizon store AGAIN to be incorrectly told that the matter is fixed, how do I get it finally and permanently resolved? The customer service line has been no help. Looking at the discussion, this seems to be a frequent issue with other customers' accounts.
