In December 2023, I placed a Home-5G order online as a new customer. However, I went to a store where the specialist claimed to have a better promotion (which didn’t, another frustrating story) and I placed a new order instead.
In January 2024, I applied for a return for the old one and was informed that I would receive a return kit to send back the $200 value equipment. However, I never received the return kit.
I have contacted customer service 4 times (each taking me at least an hour, to explain the whole situation etc.) since February but have not received any resolution. They always say my apartment number wasn’t on profile and they have added it so that I could receive a return kit in a week. (They even told me they created an escalation ticket for me once and someone will contact me after they investigate my case, never happened.) Weeks and weeks later, I still haven’t received a return kit.
As a result, my account has now been forwarded to a debt collection company, which is causing significant stress and inconvenience. The deadline provided on the debt collection mail is June 29. (and Yes, they're able to send tons of mails asking for the $200 payment to my mailbox precisely but claimed not having my apartment number?)
Two days ago, as my last self-attempt to resolve this, I visited a Verizon store. However, they informed me that I could not return the equipment in-store. Instead, they provided me with a label to ship the equipment back via FedEx. If the whole thing is so easy with a FedEx label, why didn't you send me a label to print out during the last 4 times I contacted you?
Whatever, I have dropped off the equipment in the original box yesterday, but I don't think it will be delivered and processed by verizon before June 29.
That's what I got in last 6 months: chose to be a new customer of verizon, wasted at least 10 hours with customer service and received a debt collection notice. Good luck on me and never believe in Verizon customer service!
freyaaaaa, let's figure out what's going on with your return and get you the return kit you've been waiting on. The last thing we ever want is to create more hardships for you. We're sending you a Private Message so we can help.
~Jesse
As I mentioned, it's no longer just about a return kit I've been waiting for 6 months; the debt collection company is now involved.
And I haven't received a so called "Private Message" JUST LIKE I NEVER GOT A SO-CALLED "RETURN KIT"
I'm having the same issue as everybody else in this form. I call Verizon reps multiple times in the past few months trying to return my equipment but I did not receive any return kit. Some of the agent told me that they could email me a label but after waiting 15-20 minutes, they change their answer. I did not receive any tracking information or any email confirmation that return kit has been sent. This is so frustrating, wasting so much of my time, and it's the worst process ever! I am thinking about canceling my Verizon service all together and filing FCC complaint if this process is not resolved soon
We're sorry to read about the issue with not getting your return kit. We're here to help. When did you last reach out to us? ~Peter
I reached out on 5/21, 6/2 and 6/20 still no return kits
Hello Kevin018. Thank you for getting back to us. We will be sending you a private message to further assist.
~Ivone
They did the same thing to me. I called multiple times. They told me that I didn’t have an apartment number on there even though that’s where the service is set up and where they’ve been sending the bills they told me not to worry about the bill because I’d be sending a new box and then they never did and then I got a collection That dropped my credit 122 points. I’m sure even if it gets removed it will not be what it was before and they want me to take it into Verizon store. I’m sure they will try to do the same thing to me and just give me a label. Something is definitely not right. I think they are doing this intentionally to people I am consulting with an attorney at the moment And filed a report with the FCC
Oh, wow! We are stunned to see you in this situation. Our goal is to help you in the best way possible. We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
Verizon is not stunned......This has happened to an endless number of customers
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