Equipment Partially Lost in Transit

Upon receiving my upgraded Verizon TV equipment, I mailed all old equipment back the next day in the box provided. Yesterday, I received a message that 4 out of 5 had been received, but not the DVR (MA1037FJX945X).  ALL equipment, including that DVR was in the box when I mailed it. I wrote down the serial nos as I placed them in the box and the old DVR was placed in the same box as the new one when returned. The only excuse I can see for not finding it when opened is that: 1) it was stolen in transit; 2) the box was damaged in transit causing it to be lost; 3) Verizon techs misplaced it when it was unpacked.  Either way, it was mailed and I am being notified that, I believe, I will continue to be charged rental fees on this box.  Please help sort this out. I am very dismayed that I cannot return these things to a brick and mortar store as I always did previously where I could receive a receipt listing all returned equipment.

Re: Equipment Partially Lost in Transit
Moderator Emeritus

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 look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. 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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.