I returned a 5G router after a free trial and they charged me anyway. Who can I contact?

[Asheron]

A Verizon person came to my door and offered 5G wireless 300 Mbps on 2/27/23. 30 day free trial. If you don't like it, return it and you won't be charged.

Setup required several online chats because I'm not a Verizon wireless customer and their setup thinks I should have a Verizon phone number or account.

It didn't work for me. Download speed was decent, typically 200 Mbps. Upload speed was way slower than my old internet, about 2 to 6 Mbps. The big issue was the ping time, which was often over 1 second. This caused timeouts and malfunctions in apps and web pages.

They made it very difficult to return. I got the runaround when I called or tried to chat online. Eventually (3/22) I found someone to chat online with who processed the return (within the 30 days). They told me to take the equipment to a Verizon store. They have evidence in the chats that I was promised a free return. The Verizon store manager said he can't give me a receipt or paperwork and I should trust him that the modem has been returned! I asked for and got a hand written receipt from him.

Today (3/26) I got a bill for $60. I called the 800 number and got someone. He says it is impossible to change the bill because my account has been closed. There was a free trial, but now that my account has been closed they can't reverse the charge. I asked to talk to a supervisor, and he said that it's impossible to escalate to someone else. I asked for an alternative number. He said there is none. He said I could try going to a store and asking them to reverse the charge, but they might not be able to do it.

I highly recommend against this internet option. The long ping time and slow upload are big issues. I was upgrading from 70 Mbps so 300 Mbps sounded great, but it worked far worse. If they offer you a "try before you buy" be aware that it's a lie. They will charge you if you don't like it and return it.

[vzw_customer_support]

Hi there! I'm going to send you a private message in order to address your concern.

>Oscar

[Asheron]

It's now May 23 and Verizon continues to bill me. 

[vzw_customer_support]

Oh, no! Getting charged for a returned equipment (5G Router) can certainly be surprising. We want to offer the support you need. We sent you a Private Note. Please review at your best convenience. ~Gilbert

[Asheron · Accepted solution]

The best way to resolve an issue like this is to visit a store and talk to a manager. They have direct access to people who can fix things. Going through the phone tree or on-line chat has been worthless. In my case I had to go the store twice. The first person who promised to fix it did nothing. The second time I insisted and waited until they could show me that the bill had been reversed.

If nothing else works, file a case with the Better Business Bureau. That got me an immediate call from someone in Verizon who contacted the collection agency they had put on this unpaid bill for the free trial they gave me. 

The $60 bill for the free trial has been reversed and the collection agency has been notified. I won't know for sure until next month. Verizon promised me a final bill showing the reversed charges.