Here is my situation:
I returned equipment in person to a Verizon drop-off location in Washington, DC. A month later, my bill showed a charge of $719 for unreturned equipment. The reps I talked to on the phone said to wait and they would be dropped. By waiting, the account went into collections. I was told when I went back to the drop off location that they "do not keep records" of equipment returns. Are you kidding me?
The best part of all of this is my credit got dinged by 60 points the week I was going to get pre-qualified for a mortgage. You really can't make this stuff up. I am beyond livid and called for the eighth time - the rep was actually helpful saying they would investigate and gave me his email to follow up. When I did (you guessed it), no response.
A consumer has rights too if a billion dollar company cannot keep track of equipment returns at their own locations. This will end up costing me tens of thousands of dollars in interest due to my new credit score.
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 at the top of the middle column 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.
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