Billing Issue

[Slgibson6]

I  had signed up for a 30 day trial for the new 5g internet in my area. I had issues from the very beginning and was unable to connect the internet. I called Verizon several times  for support to get connected. I was never able to connect the internet so I returned my router. Verizon has now attempted to bill me for 2 months of internet and the router that i returned. I have called Verizon over 15 times. Each time I call they claim they have no record of this. I have been unsuccessful in getting this resolved for the past 6 months. Each time i speak with a representative they assure me this issue is resolved and I do not owe payment.  They are now attempting to send me to collections for something I returned and services I did not use and disconnected. What can I do to get this issue resolved? 

[vzw_customer_support]

Hello Slgibson6, it is unfortunate the 5G home internet did not work for you in your area. Please look out for a PM, we can help you verify your return and make it right for you.

-Luis

[vzw_customer_support · Accepted solution]

Resolution Update: By partnering with support, the issue of being billed for a returned equipment was resolved. If others encounter similar problems with receiving an equipment charge for a device that was returned, common factors can include system delays, tracking errors, or unmet equipment condition and timeframe requirements.

For anyone facing a similar issue now, we recommend reviewing our 5G Home & LTE Home equipment return FAQs here: https://www.verizon.com/support/wireless-home-equipment-return-faqs/

If you still require assistance, please contact us for support.

~Izzy