CANNOT return the home internet device

[alvinming5]

Hi Customer Service,

I’ve went to Verizon Store, called twice, chatted online. I initially went to a Verizon store, but the staff refused to help, stating that I needed to call and speak with a representative.

The first time I called, a representative told me that a return label would be mailed to my address and that my account had been cancelled. After 20 days, I still haven’t received ANYTHING.

When I called the second time, the representative informed me that, since my account was cancelled, they could not verify the account and were unable to assist me. They directed me to return to the Verizon store to verify my identity. This is absurd! Why is returning the device so difficult? 

[vzw_customer_support]

We are sorry to read that you're having issues with returning your device. We will make sure to forward your feedback as this is never what we want for any of our customers. If you have any other questions, let us know.

~Freddy

[alvinming5]

Hi Freddy,

Thank you for your response, but I must emphasize that this issue has not been resolved. Your response doesn't address my concern: I have been sent back and forth between the store and customer service with no clear solution, and it's been over 20 days since I was told a return label would be mailed to me—yet nothing has arrived.   

I would appreciate it if you could provide a direct and actionable solution. I need either:

1. Immediate issuance of a return label, with a tracking number.
2. Clear instructions on how I can return the device without further delays or trips to the store.
3. Assurance that this situation will not result in the charge of $200 if the device is not returned due to Verizon's issue

If you are willing to help, please escalate this matter or provide a way to resolve this issue promptly. 

Thank you.

[vzw_customer_support]

We're sorry for the confusion on our part. We don't want you to keep having issues with that return, and we're sending you a Private Message so we can help get this taken care of for you.

~Jesse

[Nix1029]

We are being charged and additional $200 for unreturned equipment that is actively being used in the home. Several calls including in store pleas have been ignored and Verizon is threatening suspension of our services unless we pay the full amount which includes the equipment charges. Fun fact: myself and my son both work for Verizon. We have to go thru the normal protocols to seek assistance in getting this issue updated and corrected. The process is simple. A claim to set aside the amount of the charged equipment can be placed onto the account to offset the cost so the regular bill can be paid until Verizon resolved the incorrect charges. My son and I do this daily for Verizon as employees for our customers. However, as we attempt to explain this situation and procedure and as soon as the agent on the call learns we’re employees and they cannot upsell to us, our calls are dropped and disconnected. Verizon has made trying to correct this issue extremely difficult and the continued threats to suspend our services for monies we do not owe is tactics of bullying, intimidation and harassment. We will gladly pay what we owe but we refuse to be intimidated by them to pay for equipment we have in our home and are still using.