Bill sent to collections... for equipment I returned

I opened my first fios account and also purchased what I originally thought was a modem. It turned out it was a router because Fios doesn't use modems. The technician told me that I could go to a store to return the router for a refund. I returned the router, and the **bleep** at the store thought I was cancelling the service. I was able to restore the service under a new account, but I was still being billed for the router under the old account. Despite the fact that I returned it, which was the cause of this mess.

I have a receipt for the equipment that I returned. I've tried calling Verizon multiple times over a number of months and spoken to different teams to try to clear this balance and reflect that the equipment was returned. The bill has now gone to collections. I have been waiting for someone in Account Recovery to take my call for the past 15 minutes.  Can someone at Verizon finally address my issue? 

Re: Bill sent to collections... for equipment I returned

As this is a peer to peer support forum, you will need to contact Verizon directly for assistance. We have sent you a private message with contact information for a dedicated specialist who is able to help with a resolution of your issue.