Site Totals

61162 Questions Answered 267 Categories

Equipment return fraud

I have been, up until the last month or so, and extremely happy FIOS customer. It all went south when I moved and I no longer could have FIOS, which is when I had to return the equipment back to Verizon. First, all was fine...then VZ started calling every day about the equipment, even before the sent me the box!!! How stupid is that?

A few days later (about 15 days or go since I requested), I finally receive the box. Phone calls still coming the entire time asking about equipment. The box....huge box sent, only for a router, cable card, and the old standard sd set-top box. So, I add in extra padding, wrap up all THREE items, and put them in the box with all the paperwork and drop it off at my works mail department to be picked up by UPS. VZ sent a prepaid UPS label, so a plus for them. However....

About two weeks later, I get another bill from VZ...I went from VZ owing me $53 to me owing VZ $52....I looked...the charged me for a cable card? I called "customer service", and the person at the other end asked if I had a shipping receipt...why would I have a shipping receipt for a prepaid label? Kind of stupid. I've never dropped off any pre-paid box/package anywhere and gotten a receipt....from the driver, ups store, or other. If it is prepaid, it's prepaid. I explained that if VZ received one item, they received them all since they were all in the same box. They were supposedly supposed to be looking for them.

Now, well over two weeks after I submitted my complaint, I still see VZ has not credited my account. I still have a past due bill. VZ still owe's me $53. I know how VZ likes to ding people for not paying...how about if it is the other way around? VZ chooses to use some third party to handle equipment returns, and due to that VZ has now dropped my satisfaction level to a new low, and now I am finding it very difficult to recommend service due to their failures.

Anyone know how to get it fixed? I get tired of waiting and dealing with the unknowledgable CS people on the phone. (it took over three years and about a dozen calls for them just to get my name correct on the bill)

Comments

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

Verizon_Support

srearoyl,

We were able to get your equipment and billing issues sorted resulting in a refund delivered to you. After confirming you've received the refund we are now closing your Private Support Case. If you have any additional questions about your previous account or Verizon home services in general. Please feel free to make a new post and we will be happy to assist.

-Adam_VA

I as well am having the same problem with Verizon. All was good until I had to move and I am being charged for $600 because Verizon has not received my Cable box. I sent the cable box, along with my Internet modem, before I made my last payment. I get calls all the time about it being missing. I packaged everything in the box that Verizon sent. I even talked with a representative and they said to wait. It has been a month and I am still getting calls and having to pay $600, which I WILL NOT because I do not have the box anymore. I do not know what to do and it is really annyoing to get these calls. Please fix IMMEDIATELY.

Thanks.

Hi kevlittle123,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Par for returns to lots of companies. Seems like the receiving groups don't botther entereing what they received or from whom. Had to follow up each time with DirecTv, Dish. amd Verizon when I returned equipment. And for anything they didn't ask for, make sure you pack it away and save it for a long while, just in case. Even when they do (for Verizon they actually did) it doesn't always get correctly matched up. Last exchange (which had to be done twice because the first replacement STB had a loose metal plate rolling around inside it), they had two boxes down as returned, but not taken off my equipment inventory that was on my bill.

ALWAYS GET A SHIPPING RECEIPT. UPS, e.g., always offers me one when I drop off a package with a prepaid lablel.

Verizon_Support

kevlittle123,

We have closed your private support thread due to no response. Feel free to make a new post anytime you need some assistance.

- Jose_VZ

I returned my only set top box with 1 remote controller to the Verizon store as advised by Verizon CS online when I cancelled my service before my move. There never was any mention during the service cancellation call that I had two standard set top boxes, I really only have one by the way.

When my turn came to return my box, the service rep at the store asked for my 2nd box, in which I explained I only had one, and that the reason I may have 2 is because the first one that was installed when I moved in wasn't working after the tech came by to set up my residential service. He immediately switched out the boxes, but now Verizon thinks I have 2 set tops because someone dropped the ball along the way. The store personnel acknowledged the problem and collected my returns without incident.

It's been a little over a month since I returned the box and remote, but for the last 3 plus weeks, I've been getting harrassing phone calls from a Verizon dealer during non-office hours reminding me to return the 2nd box that I never had. The voicemail I get everytime says that a return UPS box has been sent to me (I never received one) and to return all remaining equipment or get slapped with non-return of equipment charge. I was also given a number to call back with questions or concerns, but I always end up getting to voicemail because the automated service couldn't find my old account number nor verify my account via my social security number. I have since left multiple voicemails to the number provided, but am still getting phone calls every week to return my non-existent equipment and my voicemails to the dealer have been ignored.

I called the Verizon store where I returned the equipment (1 standard box, 1 remote controller) before my move, they have verified my return over the phone and checked their records, they advised me to contact Verizon directly. Calling CS at Verizon takes an average of 30 minutes wait time, why am I having to pay for a mistake that a Verizon representative messed up? Why is it so hard to get something resolved? I am not going to pay for something that I never received.

What choice do I have at this point to not get slapped with a $650 price tag for Verizon's mistake? Please resolve this issue ASAP.

ceen0te,

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board. you will find a link to the private board where you and the agent may exchange information.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

Verizon_Support

Hello,

We have not heard back from you. We will be closing out this support case, if you have any additional questions please let us know by creating a new thread.

Thank you,
-Amanda_M

I'm in the same boat. Sad to see this is a common problem. Returned one of our boxes in the pre-paid box, because I would have had to pay if I dropped it off at a verizon store. Big shock, they "haven't received it." So I'm still getting charged for a box we weren't using, and that they now have back.

i am having the same issue !!! i returned 4 boxes and a router, now im being charged $399 for "unreturned" equipment, its soooo annoying and i cant get nowhere with customer service. 😞

Hi marianex198,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Verizon_Support

Hello,

Since we have not heard back from you, we are closing out your private support case. If you require further assistance, feel free to make a new post, and we can be sure to look into your issue. As always, we're available for support around the clock.

Thanks,

-Amanda_M

Feel your pain.....I've been dealing with the same issue for over a month. I've spoken to a total of 10 representatives/agents which included one on the live chat. I have gotten the run around by numerous agents, the latest excuse was that the ticket that was created for the problem was created under the wrong account number and that's why it wasn't processed by the back office. I shipped the equipment back 4 Dec 2013 and Verizon's warehouse received it on 5 Dec 2013....still have the UPS receipt (anyone reading this who has equipment and has not sent back....make sure you keep this receipt), however when I spoke with one of the agents, she informed me that Verizon doesn't post the date received by the warehouse but the date the responsible departement receives the equipment from the warehouse which could be 30 - 60 days from the date the warehouse received. Verizon errorenously sent my acct to collections (agent admitted this and then blamed me, she said you should've called us to let us know you sent back the equipment). Now I have very good credit, or I did until Verizon's blunder.....so one can imagine I'm not very pleased with the majority of the customer service I received or how this issue has been handled. Because of this, it has me thinking that I may just discontinue my wireless phone service with them as well (been a dedicated customer for awhile), because now my trust level with Verizon is at a zero. The last representative was a jewel, but I hestitate to compliment too quickly because it's still not showing this issue is resolved, if and when it is, I will give her kudos and let Verizon know she's the only reliable agent I spoke with and they should pay her double for actually doing her job. I hope your issue is resolved. Oh I also tried with this forum before and an agent sent me to option that did not work. Good Luck, because so far my luck hasn't been great with them and I hope they don't ruin your credit.

I have had the same issue. Try 6 months!! I made calls almost each month for a final bill AFTER the equipment was received. I said that I would pay after the equipment was received. Last week I received a collection notice for $900+ . The lady at the agency was understanding but stated that she had to collect payment. I told her I wouldn't be paying on an incorrect amount and complaining to consumer affairs, FCC and the credit bureaus. 5+ employees stated the equipment was received and would be rectified. I was pleased with Verizon service except for the costs and now I have to take my personal time to rectify this. Thank goodness I have my UPS receipt.

Have you tried the settlement dept? I'm calling then also but not sure if it will work. Good luck !

I am having this problem now. My prepaid label said to use USPS or UPS, so I had USPS pick it up when they delivered the mail. (I had just moved cross-country and had bigger things to do than drive to a post office). Now my final statement is saying my equipment was never returned. My account is closed to normal cs reps (completely ridiculous when I haven't finalized anything) so that is getting me nowhere. Please help!

shydee,

Do you still have the tracking number of the package? If so, have you checked to see if it shows as being delivered on the USPS website?

No I do not have a tracking number. If there was a prepaid label, shouldn't Verizon be able to track it? I was given a phone number last night for returned equipment, but the number isn't good. I need this cleared up now so I can pay my final bill and know it is all cleared up.

Hi shydee,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

N

@shydee wrote:
No I do not have a tracking number. If there was a prepaid label, shouldn't Verizon be able to track it? I was given a phone number last night for returned equipment, but the number isn't good. I need this cleared up now so I can pay my final bill and know it is all cleared up.

Always saves time if you got a copy from UPS showing you dropped it off. Doesn't usually happen but UPS could always lose it and say you never gave it to them. My own experience is that UPS always offers to give me a copy so I can track where a package is. And YES I have had UPS lose it (in one case a fire) and not let either party automatically know about it (in those cases where it was lost it didn't happen to be a Verizon return).

Similar case where I canceled the service and it took 1 week to receive the return shipping box. In that time I received 2 notifications that the equipment must be returned within 30 days or else big bucks will I owe. Once I received the box I packed all the equipment up and shipped it via USPS, and received/retained my shipping receipt. I then received 3 contacts from Verizon while the box was in shipment. Each time the customer service person requested the shipping information from the receipt, as if they were checking to ensure I had a receipt. They said they recorded the informatio on my account, but the next day I recieved another call asking for the information.

I have now received a follow-up email, about 2 weeks later, stating that the wireless router was received, but not the STBs. I called customer service and they told me to wait a bit for the material to get to the proper department. Meanwhile, the email I received states that I now have until Aug. 14, to return the equipment or face steep charges.

Fortunately, the PO worker informed me to "Be sure and retain this receipt," as she had several people asking for a duplicate because they lost the original and now Verizon is hounding them for hundreds of dollars. It's quite clear that either someone is stealing equipment on the Verizon side, or they are merely mislabeling returns causing customers to become irate.

I will tell everyone I know, and every online forum, BUYER BEWARE concerning FIOS. I will strongly recommend that they consider another carrier. Personally, I have no worries because I have my receipt and the receipt contains the weight of the shipment. Obviously the router they informed me they received from me does not weigh more than 20 lbs. I will contact the Attorney General's office and file a formal complaint if I do not receive clearance of my return, within the next 7 days.

JoeWillie41,

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board. you will find a link to the private board where you and the agent may exchange information.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

Verizon_Support

JoeWillie41,
Since we have not heard back from you, we are now closing out your private support case. If you have any additional questions please feel free to post on your original thread.
-Amanda_M

I am currently experiencing the same problem. I was a student in Pennsylvania. I was extremely happy with the service, especially compared to experiences I've had with Comcast. I canceled my service a week after my graduation and the Verizon rep made everything sound so simple. I had boxes and the free postage sent to my house in Maryland and beginning of June I had sent the boxes out with a US Post Office in Olney. I just received a bill last week for roughly $700. I was outraged because I couldn't even see the bill breakdown. Finally, I got a chance to call and was **bleep** to find out that this was the reason for my issue. I made sure to send back the boxes, and go out of my way to do it and it didn't even matter because I have this outrageous bill. I called the Post Office to see if they had a tracking number and they couldn't find it, and I recently moved to NYC so all of my papers are a wreck. Please help.

my replacement router came with an attached letter that said i did not need to return the old router because it was an old model and to please recycle it. then they sent me an email saying i had a few days left to return it or i would be charged up to 650.00. what? they told me not to return it so it's in the landfill per their suggestion.

Hi uconnfan1,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

I have similar issue. Disconnected my service on july 26, returned the router on Aug 15 thru prepaid label got from verizon.

But getting calls if I returned the equipment. The caller can't confirm if they got the router, they just ask have I returned it. Got a letter too with router's serial number to return. I don't have the router. I returned it, pls fix.

Hi harishmittal,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Having the same issue right now. Seems to me that Verizon is comminting fraud. I am going to contact the FCC regarding this.

I actually have verizon again and this has left such a bad taste in my mouth that i am going to cancel my new service and forget ever dealing with Verizon again.

I canceled my service back in April because I was getting a much better offer from Comcast. I was told at the time to take my boxes to a verizon store but with a newborn I was never able to because it was very out of the way. I called and advised them of my problem when I got the bill I was never told that point that because it had been 30 days they wouldn't take it. The representaive sent me the boxes to return them that way. I returned the boxes via UPS from my office. The carrier scanned the package and took it. It all was returned in the same box.

They are now claiming it was never received and shame on me for being trusting enough not to make a copy of the tracking. They are attempting to collect $1000 for 2 boxes and a router. They are claiming that even if they reveiced the boxes that I would still owe it because after 30 days we own the equipement. Shouldn't that then have been returned to me since i OWNED them.

I'm calling now and trying to speak to a manager and the manger won't even get on the phone.

This is extremly shady business and I really expected more from verizon. I am appauled that when you google this issue the amount of complatins in regards to verzion charging and claiming to "never have gotten the equipement " or charging anyway.

So now I'm off to cancel all my verizon services and this time I am walking into a verizon location with my equipment and getting a receipt. Then I have a call the FCC.

Hi lizegill,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

If you call the Verizon equipment return helpline phone number shown on your bill and give them your account number then they can give you the tracking number. From there you can at least get a delivery receipt. Additionally, verizon has insured the deliver, so all you have to show is that you brought it to the post office or UPS. (Verizon has your tracking number, because they created the prepaid label, i.e. once they inputed all your information, they generated a tracking number, and maintain this information). Also, check to see if they are charging you taxes and surcharges based on the value of the allegedly unreturned equipment. It seems more than obvious that they can't charge you tax on unreturned equipment. They probably can't charge you FCC surcharges either.

I was billed for a unreturned cable box that I returned. I verified it's return when I received my first unreturned equipment notice.

I also have a shipping receipt because my gut told me something like this would have happened. The funny part about all of this is that before I got the bill for the credit, I had a >$50 credit...

Hello Stulgs

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.

Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.

I am so disappointed in verizon. I loved FIOS and had it for the last 3 years but when I had to move at the end of August I returned ALL my equipment and then two months later bills started showing up saying that out of the 6 pieces I had, one was not returned. This is absolutely not the truth as I returned all of my equipment. I have spoken 3 times to CS represenatives who assured me time and time again the issue was resolved and they had written the tickets and it wouldn't be an issue. Last week I moved out to Nebraksa, I received mail that indicated my unpaid bill from verizon( for the equipment) was now sent to collection agency after being assured many times the issue was resovled. I called CS again two days ago- the lady on the phone said the ticket kept regenerating and that's why it was never resolved properly. I am beyond frustrated with Verizon. I am in the middle of purchusing a home and this is the last thing I need on my credit report. I will never recommend your service to anyone again. I should also state that my family has been using FIOS for the last 8 years as well as Verizon Wireless for the last 15 years. I am astounded at how you treat your customers.

Hello jbrown181

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.

It says there is a message in my support center but when I click the link there is no message. I can provide personell with any information they need. This issue needs to be resovled immediately.

I have come back from vacation and my returned/exchanged set top boxes have not been returned within 30 days. I have called in customer service about my situation, but the customer support has no help for my situation. I have been told I will be changed the equipment fees even with my vacation away from home. This is not a proper customer service as to protect consumer. I am really dispointed since I have been FIOS since it has been deployed. Hopefully, the forum can be more helpfull on my issue.

I too just received an email from verizon that all my equipment was not received. I sent back my DVR, Set top, and router. The email literally states:

This is to inform you that we have received some, but not all, of your equipment. To date the following item(s) have been received:

(Rent): HD DVR 1 PKKXMFPKZ (Rent): HD Set Top Box 1 PKKXMCSFV

The following equipment has yet to be received. You must return the equipment undamaged to Verizon by January 3, 2015 or you will be charged as follows:

(Rent): DVR 1 PKKXMFPKZ (Rent): HD Set Top Box 1 PKKXMCSFV Wireless Router 1 CSJE9011106146

So they say they received two of the items and are still waiting on all three of the item!!!!

Hello fischer612

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.

Hi Elizabeth,

When will I hear from someone?

I would like to get this resolved ASAP.

I know I put all three boxes (DVR, Set Top, & Router) back in their respected boxes.

Thank you!

Dawn

If you have not heard by tomorrow evening, please let me know.

Hi!

I just heard from Verizon, Deanna. They have received all my equipment.

Thank you for the wonderful customer service!

Dawn

I am having the exact same issue as fischer612. I sent equipment back and got the same email about missing a DVR box( I only had one) and never getting back the modem. Calls to customer service have been tough as they claim to be unable to assist but can only submit internal tickets.

Hi tribblefarmer,

Sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

I'm also having similar problems. I returned my equipment via UPS with Verizon's box and label and have contacted Verizon and they said they have received the package, but I'm still being charged for "unreturned" equipment. Please contact me to get this resolved.

Hi gpott,

Sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

Thanks LawrenceC. I will keep an eye out for that message.

Hello,

I have not yet been contacted about this.

Thanks.

HI tribblefarmer,

We have let the team know that you are still awaiting a response.

I am also having the same exact problem. I sent the set-boxes with the label and box that verizon fios provided and I am still being charged.

To say I am frustrated would be an understatement. .

Hello mattn

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.

This is more of a note to the general public. While this answer does not qualify for everyone I was told that it sometimes takes 1-2 billing cycles for the system to recoganize the returned status. But obviously please still contact verizon just in case.

But hopefully this brings some peace of mind to some people.

Thanks LawrenceC. Someone has reached out to me and anticipates no charges to my account over the equipment.

Received the first bill tonight after upgrading in December, and I see at the end of it that they claim I must return previous boxes or face $800 in charges, despite the fact that I shipped them back via UPS as was requested by Verizon, and despite the fact that I received an email from Verizon last month stating that they had received my equipment.

Hello HereItComes

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.Please remember to check your spam/junk folder if you do not hear from an agent.

I have a similar issue

I have returned my router and they cannot find the returned router and I am still being charged for it

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.Please remember to check your spam/junk folder if you do not hear from an agent.

Same of many, many issues. Returned equipment 6 months ago. Of course it then showed up on my bill for unreturned equipment. First lovely lady that I got on the phone hung up on me when I told her what was happening. Guess she didn't want to deal with it. After another hour on hold, got another lady that "seemed" helpful and told me that they would put it in for investigation and I would hear from someone within 48 hours. Still waiting for that call. Contacted another three reps today and got the run around. They can't find the tracking number that they gave me and unfortunately the receptionist at my office did not record the tracking number and I didn't get a copy of the number. I contacted UPS as a Verizon rep suggested and spent hours on the phone with them to find out that even they said they have had an extreme amount of problems with Verizon causing problems for them. But since I don't have the tracking number, they said that they could track packages from my office to the delivery address if I could get the address. Spent yet another hour on the phone with a Verizon rep who told me that they can not give me the warehouse address. I was promised by the supervisor that I spoke with that she would call me before the end of her shift to let me know if she had found anything, and just as I expected, an empty promise and no phone call. Looks to me that Verizon will do everything in their power NOT to help their customers. This is beyond frustrating and is a serious crime against their customers.

Hello hweekly

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.Please remember to check your spam/junk folder if you do not hear from an agent.

I too am experiencing the same dillema. I returned one set top box in Dec. 2014 with no problem receiving credit as we were preparing for our move in Jan. 2015. At the end of Jan. 2015 we received four seperate shipments of return boxes from Verizon for the balance of our equipment; one cable box, one cable card, one router, and one remote. I just used one of Verizons shipped boxes, rememtber there were four, that had ten individual slots for equipment. I took the box to local UPS storee in Plano TX.(prior we could go to a Verizon store where Verizon employees would accept equipment)

We left Plano, TX for Conroe, TX that same week. There is no Verizon FIOS service for this area. After being a loyal customer for over ten years I loved the service and wanted to continue. I received a bill in February for what I thought was service of FIOS for Feb. and didn't feel I needed to pay. After numerous phone calls I was told the bill was for the cable card which was with the other equipment in one box. I called and then spoke with service person and then her manager; both in St. Louis; and they said it is resolved and would send credit statement for amount due.

Npw the fun started. We started receiving dozens of collection calls on our cell phones. We don't even know how Verizon would have access to those numbers because we have T-Mobile. After more calls to Verizon each time we were told the problem was solved.

Now, finally, it is almost May 2015 and we received collection bill from Verizon for MORE money plus penalties on equipment we returned in January. Today, April 22, 2015 we yet again spoke with another anonymous representative and manager just to hear they haven't received the equipment UPS sent in Jan.. NOW they say theyt didn't receive any of the equipment!
This is an unbelievable situation for them to put us in.

Now for the first time I have found this message board where dozens of customers are experiencing similar treatment. It must be known by Verizon that this is happening and yet they are allowing to continue. HELP

Hi brk,

Was this turned over to a collection agency or were the cell phone calls from Verizon?

I am in what sounds like a similar situation where I returned all of my Verizon equipment via UPS and just now got a message from Verizon saying I'm going to be billed for not returning my router. This is clearly in error as it was returned with the cable box, remote, etc...

I need to know how to resolve this as soon as possible as we are in the process of moving into our new home and we have enough things to deal with without adding dealing with fraudulent Verizon bills to the list. Hopefully this can be simply resolved as we otherwise had very few issues with Verizon previously and would consider them in the future again if we move somewhere in their service area (but, at this point if this fraudulent billing isn't resolved then we would of course never go near them again...)

Please let me know if you have any questions. Thanks.

Hello CGardner551

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.

Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.

Same problem here. I returned a set top box I didnt need using the provided box and prepaid label that came in the welcome kit. I dropped it off at a UPS desk in Staples, which I've done a million times before, and didn't get a receipt. Why would I need a receipt for a pre-paid label with a tracking number right on it? Surely verizon knows the tracking number, I even talked to them on the phone first before sending it back.

Well long story short, they never got it. They have no idea what the tracking number is or how to find it. And after crediting my account for a month of charges while they look for it, they are charging me again, plus the back month since they couldnt find it. The lady on the phone said it was all my fault for not getting a receipt.

Fantastic

Hello rabaman

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.

Please go to your profile page here on the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.

I'm having the issue after I just went with another issue. Before is was about a mysterius bill that was affecting my credit report,now is about a returned router, I've returned because I had a problem with the router. Though I still have a new router and getting charged for the old router that I've returned, I'm just getting tired of this **bleep**. I've called about it, I even provided the UPS tracking number. I was told that the charge was going to be removed, but I'm still getting charged. Customer service is terrible. This is a known issue with verizon and I call this a scam. Scaming on the people that are still using the service. Makes me wonder why I even bother switching from Comcast to verizon. At least comcast didn't charged me for return devices. Very frustrated.

Hi voov,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Hi,

I got the same issue and until now i got the new billing charge as verizon didn't receive my equipment return. I sent all the requirement to versiozn at 4/4/16 with UPS. The tracking number was {edited for privacy} with delivered status. My Cust Ref No was: {edited for privacy}. Please help me to figure out this issue.

Hi Alvine,

Just a friendly reminder, this is a forum where users help other users. It looks like your issue may require a Verizon representative to review your account details. Please visit our Support page for a variety of ways to contact Verizon, including “Ask Verizon,” our virtual chat agent, and customer support phone numbers.

I am having the same issue. I returned my fios equipment and recieved a confirmation email that the equipment was recieved by verizon. Instead of verizon oweing me, i now owe verizon $50. I have tried to contact customer service but no one seems to know which department deals with the equipment returns. I was very happy with fios up until i moved and couldnt bring them along, and I am a happy verizon wireless user for over 10 years. I am very dissapointed that this was how I have been treated.

Hi avimarcus,

Your issue has been escalated to a Verizon agent.

As this thread is now over two years old, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

Child Item