For the last 5 weeks, I have been trying every way I can to return my defective 5G home internet router to Verizon. I have called four times to obtain either 1) a return label, or 2) a return box with label. In four phone calls I've made to customer service, I have been told, "don't worry, we'll send you out a box, or return label." I have received nothing either through email, or the USPS. I have no Verizon address, no Verizon return label, nor a Verizon return box.
At this point, I have received an email stating I will now be charged $200 for unreturned equipment. This is a very serious customer service problem, and it's been going on Since Feb. 22, 2024 per my email records.
Verizon, please help! Regular customer service is not working, despite my best efforts.
Hi knshawnKM,
Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on the envelope icon next to your avatar at the top right corner of this page. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.
Thank you.
Hello, knshawnKM. Help is here as I know how concerning this is. You definitely deserve some answers. I have sent you a Private Message.
-Natasha
Hello - I have talked to various Verizon people on the phone, in the store, via email and I HAVE YET TO RECEIVE THIS MIRACULOUS BOX OR LABEL TO RETURN THE STUPID ROUTER! What is up with Verizon. I've had the router hooked up and it didn't work. Repacked in the box that I got it in, and started the useless calling, emailing and visiting the store. Since April 10. This is ridiculous. I need to NOT be charged another $200+ for stuff I don't use by Verizon. HELP! HELP!! HELP!!!!
Still waiting for a solution. I'm now on the chat. Ian never answered and now Stella is on line
Thank you for checking back in. We have sent two private notes. Please respond if you still need assistance after your chat.
-Melissa
We are here for you and we will be glad to help. We sent a Private Message to assist you. ~Geo
Same here I have called 5times now and giving to false words. Said in 3-5 days should get it a return label and nothing since July 13th. Better not charge me $200 or I’ll be dropping all my phone services from them
We're sorry to read you've been having issues receiving your label, and we are here to help. If you still haven't received your kit, let us know, and we'll be glad to further look into this.
~Freddy
If they do send you the return label/box make sure you save the tracking number or drop off receipt. I dropped off my router at UPS store and somehow the router got lost. i ended up getting charged for it. I also lost the receipt with the tracking number. I have tried several times on the phone for them to find it and refund me but have gotten nowhere.
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