Old Fios Collection Issue/Question

Hi all - quick question that I'm sure has been posed many times but hoping for a fresh perspective.

Long story short - I am a current Fios customer (internet only at the moment) and have been a Fios customer for nearly 10 years.  Absolutely love the service and the overall quality.

Before I moved to my current home nearly three years ago, I closed a Phone/TV/Internet plan and started a new internet plan in my new home (same neighborhood).  After returning all three boxes via UPS with the approved labels, etc., Verizon claims to have never received 1 of the 3 boxes (all three boxes were in the same UPS box).  

Nevertheless, the account went into collection when I disputed the un-returned box charge.  Now, countless calls to Verizon haven't reconciled the error on my credit report and the collection agency hasn't called/sent me a notice in nearly a year-and they have no record of the collection (perhaps it was sold to somone else).

Has anyone had any luck/success getting through to Verizon to work these issues?  I'll take any and all suggestions at this point - but as I begin to refinance the house and car, the negative element of the collection account has taken a serious toll on my credit score.

Help!  And Thanks!

Re: Old Fios Collection Issue/Question

Hi CLCampbell78,

As this is a peer to peer support forum, you will need to contact Verizon directly for assistance. We have sent you a private message with contact information for a dedicated specialist who is able to help with a resolution of your issue.