On July 27, 2024, my husband (an account manager for me) called Verizon to cancel our Home Internet service and request a return label for our equipment.
On August 8, having not received it, we called again, and the customer service agent discovered that the return label was sent to an address we have never lived at. The customer service agent initiated a new return label to our correct address, saying (if I recall correctly) that it would arrive in around 5 business days. Nevertheless, after 5 business days, we have still not received it.
We are approaching the 30-day equipment return deadline. The last customer service agent did mention we would receive an extension on the 30-day deadline given Verizon's shipping mistake, but we don't want to rely on that, in case there's another clerical error.
Can anyone tell us what is going on? Better yet, just provide us the destination address, and we can mail it back ourselves.
We know how important it is to be able to return your equipment. We can check on the shipment for the return kit. So we can better assist, we will be reaching out via Private Message.
-Lauren
I am having the same issue. Was dealing with customer service for over 2 hours. Nightmare.
tmg2167, let's figure out what the issue is with that return and make sure you get the materials to get it back to us ASAP. We don't want you to ever feel like you're going to end up missing that deadline. Please be on the lookout for a Private Message shortly.
~Jesse
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