Like many others, have put in two requests for a Home 5G router return box; no box received, just charged fee

[ahuygen]

Called 1/20/24 to cancel service, and was told I would be receiving a return box within 10 days. No box received. 

Called back on 2/20 to request a new box, and still no box has arrived. 

I now see the $200 non-returned device fee on my upcoming bill. 

What is going on? Why has this been an ongoing issue for so long with no resolution? 

[vzw_customer_support]

Hello, ahuygen, we know it's important that you are able to return your equipment and avoid the non-return fee. So we can best assist, we will be reaching out via Private Message.

-Lauren