Hello,
I reached out to customer support to troubleshoot my 5G gateway. Some of my devices had been experiencing serious internet lag.
Customer support said that they would send me a new device, and I could return my old router and receiver. Little did I know, the agent signed me up for a brand new line. I was charged for another internet plan. Now, I am being double charged for two plans: my old plan and the new one. I returned the brand new router and receiver unused--I did not even install it.
How can I remove this charge? I have spent a total of over 4 hours with customer support through live chat and phone, with false promises of removing the charge. I only have one device registered to my account, so I am confused why I am being charged for a plan that I never used.
TL;DR Verizon will sign you up for a new plan instead of replacing your router. You will be charged for 2 plans on your upcoming billing cycle. If you have issues with your 5G internet, it is easier to just switch to another internet provider like Xfinity.
@bbdds26 wrote: How can I remove this charge? I have spent a total of over 4 hours with customer support through live chat and phone, with false promises of removing the charge. I only have one device registered to my account, so I am confused why I am being charged for a plan that I never used.
I know how confused I would be to see a double charge like this on my bill as well, especially after troubleshooting an issue. In some circumstances, when we have to replace a router we do need to set up a new service to order one. The previous service should be disconnected once the new service is set up to avoid something like this from happening. We can certainly help and take a look into this. Please be on the lookout for a private message from us.
-Joseph
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