In February 2024, I contacted Verizon Customer support to cancel our 5G Home Internet Service. They canceled the service and advised us that a box would be sent to us so the 5G Internet Gateway could be sent back. They stated that we should receive the box within 7 to 10 days.
Three weeks later, (March 15, 2024) we still have not received the return box. I called Verizon customer service again. They stated that the box was sent to the wrong address and was returned. We confirmed the shipping address again and was assured that we would received the box within 7 โ 10 days. I asked for the return address so I could just send the unit in myself, and was advised that they really, really, needed to send us the proper box so the gateway would arrive safely back to them. Ok, whatever.
April 24, 2024. Still no box. So I call Verizon Customer Service for the third time. They explained that the box was misrouted to Russia! Yes they said it was misrouted to Russia. They then explained that they could email me a return label. After being on hold for 10 minutes, they then explained that because it has been over 30 days that they could NOT email me a label. I said give me the return address, I'll send it in myself. She put me on hold again for another 10 minutes. She then stated that they would be sending me the return box and it should arrive within 5 days.
Well...... Here it is May15, 2024 and guess what? Still no box. I've been hit with the $200 equipment fee charge for not returning the 5G Home Gateway Box. Yes, I went ahead and paid the $200 to keep my account in good standing.
By all indications, they never intended to send us the return box.
My family have been with Verizon for over 20 years, and this is how we're treated.
Needless to say, we will be moving to another carrier in the near future.
Anyone out there now how to get this unit to Verizon so we can get our $200 back???
We never want you to be hit with a non return fee, and we want to make sure we get this taken care of ASAP. We're sending you a Private Message so we can gather more details and make sure this is resolved swiftly.
~Jesse
Tried to reply to the private message and got the following: "You have reached the limit for number of private messages that you can send for now. Please try again later."
I have been waiting for the internet box replacement for more than a week. They always say that the for was filled wrong. Please help. This is a very stressful situation. I am loosing job since I work from home.
Eltortuga, we're so sorry to hear that we've been unable to send a return kit for your Home Internet device. We definitely want to make this process as smooth as possible, and would love to take a closer look into this right away. To best assist, we'll be sending a Private Message.
~Izzy
Customer service reached out to me. I finally received the return equipment box with a UPS label on the 20th. Ship the 5G Gateway out in the provided box on the 20th. Tracking shows the unit was delivered on the 22nd.
Waiting to see if I get the refund for the returned 5G Gateway.
br5327, we're glad to hear that you received that shipping label. We're reaching back out to you so we can help with the fee.
~Jesse
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