Charged for Fios Router not received

I had a flood in my basement that took out my netgear router.  I ordered a new router from Verizon.  The person said that we could pick it up at a verizon store and gave us the location and phone number.  When we went to the store they said we could only pick up equiptment in Philadelphia we live 96 miles from there.  I called again and spoke to someone else that told me the router was mailed to my home address.  I had an old Verizon Router and hooked that one up and it is working for now.  But when I did not receive the new one I checked my account and saw that they had delivered it 4 days prior to an address in Camp Hill which is 15 miles from my house.  i Called them again and then they said the router was returned to Verizon.  They have charged me for the new router and asked that I return my old one.   I called again and told them I was not going to pay for a router I never got and I was not going to send them my old one.  My next step is to file a complaint with the FCC and The BBB.

Re: Charged for Fios Router not received
Moderator Emeritus

Hi lizabet,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.