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I canceled 5G home internet months ago and haven’t been able to return the equipment. I’ve contacted customer service 5 or 6 times. They claim to have sent out a return kit more than once, but they keep sending it to the address I don’t live at any more. They have told me a number of times to take it to a Verizon store but I’ve visited 3 different stores and they wouldn’t accept it. I’ve told customer service to send me just a label, or just give me an address and I’ll ship it myself. 8 days ago an agent told me they have sent out a label to my current address, but I haven’t received it. And meanwhile they’ve charged me $200 for the equipment, after being told not to worry about being charged.
I’m mostly just venting because it’s frustrating. How hard isit to just give me an address? It’s beyond ridiculous.
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Finally resolved this (I hope) with help from Alvin at customer service.
Good morning Khynes. Returning the equipment should not be frustrating. You have been very patient in the return of the equipment. Let us help you here. Please reply to the private message that will follow, so we can get more detains and make sure the return kit is sent to the correct address.
-Deb
Over the weekend I received a letter but it didn’t include a mailing label as promised, just a message that said “thank you for inquiring about our services” or something like that. I called CS and they promised to send a return kit to the address I was previously told they couldn’t send to. I was also told not to worry about the $200 charge, but it’s still on my bill and auto payment is happening this week. So it looks like I’ll be paying that in spite of months of trying to avoid it. I was slso given a discount on my phone “for my troubles”, but it looks like it might be the same loyalty discount I was already eligible for. So, I’m again waiting to see if I was told the truth this time.
Thank you for the additional details. The return kit, can take several days to be processed, you might want to check on your emails to see if you get a tracking number these next couple of days. Regarding the payment for the $200 you can either stop AutoPay so that you don't have to worry about the full payment going through or once we get the equipment back that credit will be refunded to your account immediately. Once you get the return kit we can also check the account to see about those inconvenience credits. If they were not applied rest assured that we can apply them immediately was well.
~Ivone
We understand your position and would be glad to review your account for return options. We will be reaching out in Private Message so that we can take a closer look at your specific account details.
-Andi
How about just emailing me a ups label that they can scan at the ups store?
No response to this? Don’t you think it’s wrong to charge me for unreturned equipment when you can’t even give me an address to return it to?
Hello, Khynes, we can help you you with your return. So we can better assist, we will be reaching out via Private Message.
-Lauren
I've been trying to return a modem for MONTHS also with no luck...please send me a private message and HELP
Thank you for lifting your request for help, Tmbaker. A Private Message has been sent.
-Melissa
An update for those interested, I called again after one week went by. They told me there’s a record of a return kit being sent on 7/2, but the tracking number they gave me was invalid (not “no information available”, but a number that can’t be a valid tracking number. I couldn’t stay on the phone waiting for a manager, so now it’s just in limbo again until I have another half hour to 45 minutes to call and explain it all from square one again.
Khynes, we don't want you to keep struggling with your return. We're sending you a Private Message so we can help.
~Jesse
An update to the above, the tracking number now says “no tracking information available” so I must have entered it wrong (although I thought the agent said she got the same message).
Happy Monday! Love to see your issue got resolve thanks to our customer service team. We take pride in providing top-quality interactions.
Thanks for keeping us posted. Thanks for being the best part of Verizon.
~Gilbert
Same thing happened to me
Marzman, we are concerned to learn about your experience and we want to ensure that your issues have been addressed. Are you still trying to complete a return or has your return issue been addressed?
-Andi
I am also trying to return a modem and it's been 2 months. Still getting billed for it. Every time I call on the phone I just get hung up on. I was promised a return label back in February but still have not received it. How do I get rid of this thing?
Hello, Uzbekjoe. My apologies to hear of this. Rest assured, help is here. Just to confirm, are you referencing Verizon Wireless Home Internet or Verizon Fios for home services?
-Natasha
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