Refund for Returned Equipment
Wjs36
Enthusiast - Level 1

I tried DSL internet and found it did not suit my needs, so I cancelled it and retuned a purchased modem. I spoke to a customer rep in January 2023 and he advised me to use the pre-paid return label included in the original packaging. I returned the modem within 30 days of receiving it. UPS tracking shows the returned modem was delivered to Verizon. I did not receive a refund right away and used the customer chat to speak to a rep in February. I was told to wait for my February bill and it should be credited there. It was not. I called again. It's now March 2023, and the rep advised he would open a ticket or something of that nature and I should get response in two weeks or so. I did not. Now I'm getting daily calls saying I still over Verizon money on this closed account, when they owe me money for the retuned equipment. I never sought refund for activation fees or the month of service, though it was poor. I just want my money back for the modem they now possess. I've called twice and chatted, I'm not sure what else to do. The website offers very little in information on how to escalate a matter like this, and everything seems geared to wireless customers. Any advice is appreciated. Thanks!

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LawrenceC
Moderator Emeritus

Hi Wjs36,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on the envelope icon next to your avatar at the top right corner of this page. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

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