Hello. I would like you to know what my experience thus-far has been with your 5g home internet department.
One of your representatives was going door to door, and asked me if I wanted to try it sometime in August or September, and I said sure. I was dealing with a lot at the time, a relative was in critical condition, so I never used it, and I was caring for them away from home.
I called to return the device, and was told that I would be sent the tracking label by US mail, as I still had the device in its original packaging (A picture is attached- I never took it out of its packaging, though I opened the cardboard box it came in. It can be easily resealed). The label never came, and I got a threatening e-mail saying that I would be billed $200.00. So, I called to see what happened, and a representative from another country determined that the address was wrong when they verified with me. They supposedly changed the address, and sent it to the right place. 3 weeks later, I didn't receive anything, so I called back. They never changed the address, and it was sent to the wrong address. This went on 3-4 times, always being reassured that I wouldn't be billed the $200.00.
A week or two ago, I finally got a representative from America, that assured me she changed the account address (I asked her, at the risk of being naggy, to verify the address 3-4 times over the course of the conversation). She said that it would be sent to my home address. The correct one. And that she put a note so I wouldn't be billed the $200.00 or so.
Today, I receive a belated Christmas present in the form of a bill from you in the amount of $289.77, after all the exhaustion and family issues I've been having. I have been checking my mailbox every 2 days, and no shipping label.
I have made multiple attempts to get this to you. I have asked if I could bring it to a local Verizon shop, and your phone representatives refuse. I have asked if you could e-mail me a shipping label, and your representatives refuse. I have asked if the shipping label could be mailed to one of your local Verizon stores so I could go pick it up, and your representatives refuse.
It must be sent to my home address, but it's so far taken 5 Verizon customer service representatives to figure out what my address is and where to send it to. And I still haven't received the shipping label.
What kind of customer service is this? I have been your customer for almost a decade. Why are you doing this to me in this difficult time? More importantly, what are you going to do to keep me as a customer.
This is really messed up. I have been trying to return this stupid device to you since September. Looking at the box in my living room makes me upset. I really don't need this in my life right now, and I need you to make this right.
C.M.
