I received a defective modem--literally the device could not emit a wireless signal beyond 20 feet. I asked for a return box from Verizon and promptly returned it in the box (free shipping) supplied. All good, right? Nope. Months later, i am being charged for "equipment not returned". I spent 3 hours on the phone with Verizon--no one could locate my account. After 2.5 hours, someone in NY found my account and I was transferred to an account specialist. In my 3rd hour of Verizon chatting, I was humiliated and insulted by "Robert" who gives no last name. I reiterated that I received defective equipment and returned the equipment with the Verizon supplied box (and there is a serial number). He insinuated that I was lying. I have never been so disgusted in my life!
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.