I’ve been trying to return an internet gateway device for months and the return kits are not arriving. After repeated attempts to return the device I was ultimately charged a few for not returning the equipment.
This morning I finally call again and I’m told I can just take the box as is to UPS and they will take it. We start that process and I’m told they need a return order number, so I call again and am given an order number - it’s invalid. So I call a THIRD time and am finally told that there are no return order numbers and these blasted kits are the ONLY way to return equipment (which is mind boggling to me).
I was at least promised that the non-return charge will be credited to my account which is a huge step in the right direction, but here I am waiting on a mythical kit to arrive once again. Every time I’m asked to confirm my address some critical part of information seems to be left off… do you not have the address associated with my account? I was shipped the first gateway successfully so at some point in time Verizon had my correct address, what happened?
Thank you for reaching out to us with your concern. To better assist, please tell us. Do you happen to have the confirmation email with your order number?
~Maria
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