Verizon is claiming they didn't receive returned gateway router.

[Grito72]

4 months ago I returned their router using the provided box and dropped it off at the UPS store. They claim they have not received it and took $215.50 from me. Ive called twice a month to no resolve.

[unwiredsoul]

Did you use the UPS shipping label that they provided? Also, during the process of returning the equipment (I recently had a successful return), did you receive any emails from Verizon indicating they showed the package was on the way back to them? Not emails from UPS but from Verizon.

[vzw_customer_support]

We never want our customers to have problems with a return, and we want to take a closer look at what might be going on with your old account. We're sending you a Private Message so we can gather more details.

~Jesse

[TS58]

VERIZON IS ACTING IN FRAUDULENT WAYS. 

I am having the same problem. When I contacted UPS to see if they keep records of returns, they said that they recommend keeping the receipt with the tracking number for 12 months because this is “a thing with Verizon…they claim they haven’t received equipment when they have…many of our customers have had the same problem…”

I ordered the gateway and then returned it because the WiFi service was terrible. I called Verizon and canceled the service and the gentleman sent me a shipping label to return the equipment. I did so within the allotted time period. I then spoke to “Matthew” at Verizon and he verified with the tracking number that the warehouse had received the returned equipment.
My April statement clearly shows that the refund for the equipment and the cancellation (which was never officially started) of the WiFi service. Once I saw that these refunds and cancellations were on my statement, I threw away the tracking number. My mistake!
Now, two billing statements later, Verizon is charging me $260 for WiFi service that clearly says “disconnected” on my bill!

I just spent TWO HOURS on the phone arguing with an agent and then a manager that I’m being billed for a service I don’t have. And what is the hinge-pin to issue the credit? The tracking number!!! 

Even though their employee told me in March that he could see that the warehouse received the equipment, and adjusted my bill accordingly, the manager is now claiming that he did not take proper notes and did not record the tracking number I gave him. I don’t believe her because I remember him asking me for it so he could put it in the notes because he couldn’t offer me the refund without proof of return! And also, I have had many problems with Verizon over the 9 years we’ve been with them and the agent always says, “let me look at the notes…ah, yes, I can see that so and so said this or that.” So now when they don’t want to fix their mistake they want me to believe that all of the sudden the employees stopped taking notes? And all the many conversations I’ve had with them over the years are nowhere to be found?

So now she is “escalating the situation” to get me a credit and it will take 3-5 days. I’ve heard that story from them before and I will believe it when I see it. 
If they refuse to credit my account, I will ask for the tape recording of my phone call with Matthew to prove my story since “he did not take notes.”

THIS IS SO FRAUDULENT and if employees are not taking proper notes, they should be fired for wasting all of our time, including theirs!

[vzw_customer_support]

We want to ensure that we're doing everything we can to get this situation resolved for you. Please be on the look out for a private message from us so we can gather additional information to assist.

-Katie