Still being charged for returned equipment

[Neverlore1]

I had my service upgraded to gigabit fios on 6/9.  During that upgrade, the technician took my old gateway device, processed it, and installed a new gateway.  After 4 hours of debugging(the technician didn’t arrive until 8:30 pm, so we were already past midnight) we could only get 300mbps from the Verizon gateway to Speedtest.verizon.net, but we could get the full gigabit amount when the connection was plugged straight into my Netgear Orbi system, so I opted to only use my Netgear or I system.

i chatted with online support and they saw that a return box was already shipped to my address and the tech had already processed my returned gateway, so they instructed me to return the new gateway that I wasn’t using with the original return box.

The new gateway was returned via UPS, and was accepted at your coatesville, pa location on 6/14/2018.  I received my next bill and it still had the equipment rental fee on it.  So, I called support and waited 5 hours for a return call.  When I was finally called back, the support agent looked through my account, saw that the device was received on 6/14, and told me there was a backlog in processing received devices, but it would be cleared up by my next bill.  I just received my next bill and the equipment rental fee is still on my bill.

Why does it take over 2 billing cycles to process returned equipment?

[jonjones1]

Google “Verizon claims my devices were never received, when I have proof it was” or any combination of “Verizon not showing my return” etc. this is something Verizon is famous for in fact on the wireless side in the old days than in Fios.

it is a money maker since they can charge full price for the non return, continue to charge rental fees until they clear it off their systems, and if you call to dispute the issue they claim it’s your problem.

it is not your problem if they sent you a prepaid return label or box. Once the carrier scans it as in their possession the insurance is paid to Verizon for the loss or damage.

same with a scanned “received” notice. That is a internal Verizon matter.

be careful with Verizon dinging your credit report if you don’t pay for the equipment. Keep copies of the return receipts and sending receipts. You will be glad you did.

[LawrenceC]

Hi Neverlore,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.