Enthusiast - Level 1

3 months ago, I tried to return an unused, unneeded digital adapter. I tried the "online method", filled in the required information, hit next - "page cannot be found". repeat. repeat.

Called customer service to ask where I could physically return digital adapter. Agent gave me a list - none of which are currently open for business. Called back, rep said they would send me a box. 1 Month later, no box, called back. Rep apologised, said they would send box. 3 weeks later, received box - set top box size. Called customer service to make sure, and was told "good thing you called, the label/box we sent was for a set top box - if you returned the digital adapter with that label it would have caused problems. We'll send you a new box". Now, almost 30 days later, still no box. Called customer service this morning, put on hold, came back with a list of Verizon stores near me. Chose one, put on hold, rep came back "sorry, that store is closed." Chose another, hold, "THAT STORE IS CLOSED, I DIDN'T KNOW THAT WE HAVE NO STORES." Asked to speak with a supervisor, hold, same rep comes back "the supervisor (Kenneth) said to "take it to UPS, they will print a new label". WHAT??? I don't get to speak with the supervisor? Told rep that Verizon is losing a customer, which is true if this matter is not resolved.

The digital adapter costs me $6.00 per month. I don't use it. I WOULD LIKE TO RETURN IT. I would like to feel secure that my return is not "lost" in the process, costing me the price of the digital adapter. IS THAT TOO MUCH TO ASK???

Moderator Emeritus

Hi lastchance,

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.

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.