A few months ago, I visited a Verizon store, and the sales representative informed me that I was eligible to upgrade my internet box to a "new" model. I provided my information and left with the new internet box, with the understanding that a return kit for the old box would be sent to my requested address.
After two weeks with no return kit arrival, I contacted Verizon and requested another kit, which also did not arrive. Assuming the issue was with the address, I had another kit sent to my father's house, where there is a security camera. Despite this, no return kit arrived, and security footage confirmed that no package was delivered. I then requested another kit be sent to my current address, having recently moved, but again, no kit arrived.
Upon further investigation through a Verizon chat representative, I discovered that the service address for the device was not an address I have ever resided at. It appears that the sales representative canceled my existing service and re-signed me up for home internet service, assigning a incorrect address to ensure the sale was processed. Although the internet functions correctly at my new address, the sales representative's actions have caused significant issues.
Verizon continues to send the return kits to the incorrect address entered by the sales representative, which they will not disclose to me. Despite multiple attempts to rectify the situation and assurances from various agents that the return kit would be sent to the correct address, I have yet to receive it. This has resulted in a $200 non-return fee, which I cannot afford.
I rely on Verizon's services for my employment, and losing these services would jeopardize my job. Despite my repeated efforts, I have been unable to resolve this issue. I'm honestly not sure what to do at this point—whether to file an FCC complaint or wait until the service is disconnected and proceed through arbitration. Thankfully, I have meticulously documented all interactions with Verizon, including incorrect statements from agents, conflicting instructions, and assurances that were not fulfilled.
I am seeking advice or assistance from anyone who has successfully resolved a similar issue with Verizon. If you have encountered and resolved a similar problem, please share your experience and the steps you took.
Thank you for your assistance.
Update: The return kit finally arrived. If anyone from Verizon sees this, please give the person who resolved the issue a raise or at least a five-star rating from me. I’ve been dealing with this problem for far too long.
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