I got a free trial of 5g home internet last winter. I called and cancelled in March. Verizon stated they would send me a return kit. I waited 2 weeks, no kit. I called they said there was a mistake and were resending, 2 more weeks, no kit. I went into the store who stated they can’t take it. I called again because at this point they have charged my account. Stated they would get me a kit and reverse the charge, waited 1 week no kit. At this point I’m getting daily calls they are going to disconnect my service, I call again get a manager who says no problem I’ve got it notated a kit is on the way and ignore those messages they’re automated. 2 days later no kit and they disconnect my service. I go into a store and make their manager call and get through it with me. They make me make arrangement to restore service and a promise to pay and assure me this time the kit is on the way. That was a week ago. Still no kit and threats to turn off my service again. I just want a return kit and the charges reversed.
Here is the actual update. Since I’ve had to spend countless hours on the phone with Verizon and I’m sure they will not be transparent about this. They are currently doing a system upgrade to the system that handles sending return labels and return kits. This is in many cases causing the item to not actually ship from Verizon without them having any record of it. The resolution in all of these cases is you need to demand a refund of any non returned equipment fee, disconnect fee, agent fee, or reconnect fee. Then demand they contact you again after the 18th of this month when their new system goes live and they can ship again. Hope this helps. What a joke.
Hello, JacobAff. Help is here as you definitely deserve the kit. My apologies to hear of your experience. I have sent you a Private Message for further assistance.
-Natasha
I need support as a customer service rep claimed they sent me a return kit but they did not. Now this other one is trying to cancel my cancellation request which is not what I need.. i just need a return kit.
Hi Jennie, sorry to hear of your trouble with trying to return equipment. Let's get this fixed. Is this for Fios or 5G Home?
-Melissa
Its for 5G Home equipment…
Thank you. We will be sending a private message. ~Peter
I'm having the same issue. The email says that I should have received the return kit, but I didn't receive it. Why can't we just return the equipment to the store?
Hello, being on top of your account is crucial, especially if you are looking to return equipment. Our goal is to help you in the best way possible. We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
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