Repeated Billing for Returned Home Internet Equipment — Support Keeps Switching Calls

[saketb]

Hi Verizon Team,

I’m posting here after seven+ failed attempts to resolve this through Verizon’s regular customer support channels. Every call has been the same story: I explain everything, the agent assures me it’s “being taken care of,” and then they either transfer me to another department or disconnect the call, forcing me to start over and repeat everything again. It feels like a bait-and-switch loop designed to wear customers down instead of actually fixing the issue.

Here’s what happened:

• A Verizon sales rep came to my home and signed me up for Verizon Home Internet service. Despite me entering all my information correctly, Verizon delivered the equipment to the wrong address and even attached the wrong phone number to my account.

• After spending over an hour on the phone, I finally got the equipment redelivered.

• Because of the incorrect phone number, I couldn’t log in to the My Verizon app. Another support agent couldn’t fix it.

• Frustrated, I cancelled the home internet service within the 30-day trial period and returned all equipment using the UPS label Verizon provided.

• I have proof of return and delivery — tracking number: [REDACTED], showing that the package was successfully delivered to Verizon.

Since then, I’ve been receiving bills for:

• Two full months of home internet service I never used

• $133 in phantom “usage” fees, and

• Threats of an additional $300 charge for equipment that’s already been returned

Every time I call, agents promise the issue will be resolved “soon,” but nothing ever changes. I’ve spent hours repeating the same story to different people who either transfer me, hang up, or claim a supervisor will call back — and no one ever does.

My account number is [REDACTED].

At this point, Verizon has had multiple chances to fix this mistake. If this isn’t resolved immediately, I’ll have no choice but to file an FCC complaint and attach all documentation proving the home internet service cancellation, equipment return, and delivery confirmation.

Please escalate this, this is my last attempt to resolve this before filling the complaint.

Thank you,
Saket

[vzw_customer_support]

Hello saketb, we don't want you to be charged for equipment that has been returned. So we can better assist, we will be reaching out via Private Message.

-Lauren