heres my experience: had it for a while was alright, had to cancel it as I moved, then came time to return equipment. The first person I spoke with told me NOT to return the equipment. Then I get a notice saying I do. I call confused and ask what’s going on, to which they stated I had to return it. They stated they would send me a return kit and that would be that. The kit never came. I called about ten different times and each person said they’d send a new one. It never came. In all those calls I was told I could not be emailed a return label and I could not return it at a Verizon store. After more time went on I called AGAIN, and the lady sent me a return label through email, after being told by Verizon this was impossible. I had the $200 non return fee on my account by then, but was assured that if I called with the tracking number that the charge would be credited back to my account or removed. This happened, the person I spoke with said that they had to do a request, but that it would be approved, and I will hear back from them in 2-5 days. That was 8-10 days ago and haven’t heard back. This was also another person who told me flat out to not pay the $200 until the issue was resolved. I continued paying the rest of my bill just not the $200 non return fee. Now today they suspended my cellular service and the guy I spoke to today said they resolved it and my service will be back on Friday. I feel Verizon has acted in completely bad faith. I’ve always paid my bill on time and the charge that this is related to is a mistake, but also not related to me not paying for my cellular service.
Make sure you keep the tracking number and I would even take a video of you dropping it off at the store. I returned mine and they said I didn't even though tracking proved that they received it at their facility.
It’s insane and I’ve been a good customer. If you’ve had your phone fore more than three months T-Mobile will buy it out. In two weeks, that’s my first stop
Yeah, I know how you feel. And I just had $216 taken out of my checking account today for something I’ve been trying to return for months. 3 or 4 calls to customer service, numerous chats to support, and 4 visits to Verizon stores. You’d think they’d at least credit me the $216 until I at least get a return kit, since it’s their fault, but no.
i’ve posted my own complaint on this forum but for some reason they seem to keep making it private.
They’re horrible. Something must’ve happened to them as a company recently. I finally got mine resolved but I couldn’t take no for an answer and was in the store for three hours. At the end, they still made me pay $20. You can see on all forums that thousands are having this issue right now. I feel bad for the people who got it on promotion and haven’t received their Nintendo or gift cards. What’s crazy to is they have no interest in keeping me as a customer. Have T-Mobile pay off your phone and leave!!!!
I never even had it long enough to get the promotion. Maybe they’re hoping people will give up and they won’t have to take a loss on the equipment? the thing is completely useless for anything else, of course
Just want to echo I've had almost the exact same experience. Its probably the worst customer service experience of my life. I've given them tracking number that proves the package was delivered to their facility and that they have the modem and have had it for a month. They still haven't removed the fee from my account and I'm close to canceling the account and refusing to pay them anything at this point.
Thank you for reaching out to us on this platform. Please tell us a little more, when did you return the device? What is the last day of your billing cycle? Do you have the tracking number handy?
~Maria
I'm going through the same issue right now. They are saying they never received my device but the tracking number said it was delivered in Aug. I keep getting the run around saying my $200 will be refunded. That was a month ago and I still have the charge on my account.
We are here to help with your concerns. Please tell us, do you have the tracking number available?
~Maria
I have same issue what ended up happening
Hello, we would like to review and see what options are available to help. We will be sending a private message to gain understanding on your issue.
~Balter
Hello, we are just checking in. Please let us know if you still need assistance. We are here to help. - Dee
I have the exact same issue I sent the device back on time. I have tracking number and they said they received it but some how it was never logged in there system and I’ve been told numerous times it would be credited back and the issue has been moved up the ladder and to pay my bill minus the $2-4 charge now I get notice of no. Payment and threatening to disconnect today the agent says be assured you will be credited back but I apologize it’s computer generated and I’ll have Tk pay but I’ll get credited it’s been 3 months that’s a lie I will never get my money will I ?
We always want your billing to be correct and are here to help. A private message is being sent to assist you further.
-Sean
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