Billing Refund

[fmccauley]

In February we purchased a 5G home Internet cube from a Verizon store in Florida. When we purchased the device we told the representative that we travelled in a RV and questioned if it would work at our home address when we returned. they assured us it would work. Upon returning home we plugged the device in and it sort of worked. had to move it all over the house to find a signal. So far so good, until we went to Hulu Live TV. it would keep asking to reset home address. For some reason Verizon had our home address listed in another state with a different physical address too. After multiple calls to Verizon I was able to determine that they did not offer 5G Internet service in our home location. It was determined that Verizon should not have sold us the unit. We returned the 5G box and extender. in June I received a bill for a balance after the account was closed. Our credit card was charged on the bill date even though the account was closed. Multiple phone calls to Verizon Customer Support with each resulting in a credit would be issued. On my call July 16th I was told the bill was for not keeping the service active because we received an Amazon gift card .I am not sure how long the service had to be active, but considering the service did not work as represented at the time of purchase,   I asked the Customer Support rep to pass me to someone else to discuss this with, only to be told they could no. All they could do was escalate the notes for someone else to look at.  I feel that a refund is due as the product and service were misrepresented at time of purchase. 

[fmccauley · Accepted solution]

Issue has been resolved.

[vzw_customer_support]

Hello fmccauley, we want to help review your final bill due to the Amazon gift card promotion. So, we can better assist, we will be reaching out via Private Message.

-Sarge

[fmccauley · Accepted solution]

Issue has been resolved.

[vzw_customer_support · Accepted solution]

Resolution Update : We have successfully reviewed the bill with the customer and confirmed that the billing concern related to the rebate offer has been resolved. For all customers participating in our rebate offers, please note that maintaining active service on the specific plan for the entire duration of the required commitment period is mandatory. Should the service be disconnected before this period is complete, the value of the rebate offer may be subject to a chargeback. For details about our rebate offers, please refer to our frequently asked questions
https://www.verizon.com/support/device-rebate-faqs/

For anyone interested in our 5G home internet, our service is ultra-fast internet delivered wirelessly to a Verizon Home Internet router in your home with no long-term contracts, no data limits or additional router charges. Verizon Home Internet equipment and service is for use only at the qualified service address that was provided during the initial order for service.
To check eligibility for 5G home internet service, you can check your eligibility entering your address via this link:
https://www.verizon.com/home/internet/?availability

Feel free to see more details about our 5G home internet service in our FAQs page.
https://www.verizon.com/support/5g-home-faqs/

-Luis