Almost 3 months ago, I got a new iphone as part of a verizon promotion. While I got it, the rep at the Verizon store asked if I wanted to keep my hotspot and if I wanted to try the verizon gateway internet. He said if I didn’t want it, Verizon would send me a return label- no problem.
When I got my first bill and it was like $100 more I went to the store and said- i want to return the internet and hotspot. it turns out I already have a hotspot, so I tried to return mine. They said again that I just need to wait and I will receive a return label and that the hotspot bill wasn’t actually adding the $40 to my bill that I saw in my statement and that it would be taken off the next month. I went back the second month and was told the same thing. This month I am receiving the bill for the gateway device ai have yet to return ( $200) as well as the full hotspot ($40). Yesterday went to the verizon store again and they said - “ oh! You have to call 611 to request a return label.” That was the first time they told me this. I told them I want to return the hotspot, and they told me that if I returned the hotspot, my bill would remain the same amount. This made no sense to me, and they said that because it was a promotion ( was it?) and because it was itemized on my bill that if i cancelled it, my bill would stay the same. This made no sense to me so I finally called verizon at 611 ( which was in itself a long process of trying to reach a live person) and dealt with a rep who was the only person who has been helpful. I told him about the hotspot and he said of course if I cancelled it my bill would go down. However, because I did not return the device with 30 days, I have to buy out the device. Oh also, when I called 611 the rep said that Verizon could not send me the return label for the gateway device and thay I have to go through Fios. What?!!
I am so furious. I tried to return everything within the 30 days and then 60 days and each time I was told false information. I don’t know if it is some kind of management policy to have in-store reps convince customers to keep devices past the 30 day mark, but that is what it feels like. It’s very sleazy.
I have lost a lot of time and now money to this process for 2 devices i don’t want or need.
At this point I want to cancel my Verizon membership because I feel like I have been , if not lied to, given inaccurate and incomplete information as to how to complete a return. I was repeatedly gaslit- being told that that return labels would automatically arrive and that i wasn’t actually seeing things that were on my bill.
If anyone from Verizon can help explain to me why this happened and what they can do about it I might consider remaining, otherwise I’d rather just switch providers on principle. I do not appreciate being treated this way.
Hello, Kakana. Help is here as we can definitely provide some clarification regarding your account and the equipment in question. If the internet device is the Verizon Home Internet, this is something we would help you with, not Fios. Let's take a deeper dive into the account to ensure this. I have sent you a Private Message for further assistance.
-Natasha
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