Hi - I have called Verizon support multiple times over the past several months about this issue. A door-to-door salesperson came by my apartment in late July talking about a free trial of Verizon internet. I thought it was going to be fiber internet, but it was actually 5G Home Internet. So I cancelled the service, but the equipment was already on its way. I sent it back using the prepaid shipping label and box that was sent to me. (I was actually sent 2 separate shipping labels and boxes, I just picked one and threw the other away.) I sent it back within the 30 days. However, I am still being charged for unreturned equipment. I called support, I gave them the tracking number and they stated that based on the Verizon tracker, it was never received. However, I went on the UPS tracking website and it stated that it was in fact delivered to a Verizon warehouse in Whiteland, IN. The customer support representative stated that my account would be credited within 4 to 5 business days and I would receive an email confirmation. It never happened.
I called again, this time the representative opened a ticket for the issue so that someone could check the warehouse and see if my equipment was there. They stated that if this doesn't work out I should try to escalate to a supervisor. After a couple months (I got busy with life), I called back to check the status. At this point the bill has been sent to creditors and quadrupled to over $400. Apparently the ticket had been closed, because they tried to find my equipment via the phone number and a couple other ways, and were still not able to locate it, so they could not credit my account. I told the representative that I would like to speak to a supervisor but she said they were all on calls at the moment and that she would add my issue to the docket and that a supervisor would call me about this issue. I did not receive a call.
At this point, the UPS tracking number has expired. However, I called UPS and they were able to email me proof of delivery for this tracking number. Delivered to Verizon warehouse in Whiteland IN at August 9th, 2:59PM. I called again, asked for a supervisor, or even just an email address that I could send this proof of delivery to, however she said there was no email and all supervisors were busy and that I should show the proof to someone in-person at a Verizon store. I did so, and store employee added a note on my account that they saw and confirmed the proof of delivery. I called again and informed the representative about this, and she told me that she could credit $100 to my account. I told her I needed the full amount, I had proof and a Verizon rep has confirmed that they've seen it. She put me on hold for another moment and came back and said I would be credited the full $433, but it would take 4 to 5 business days and I would receive an email confirmation. Yet again, it has been more than 5 business days and nothing. So now I'm trying this. Is there absolutely any possibility that this can be escalated so someone higher up the chain can actually look at the proof and make the decision that it is a problem on Verizon's end and that I do not need to be billed for it?
Thank you for all of your efforts in trying to get this resolved, I'm sorry to hear it has gone on so long. Please call the creditors you received the notice form to dispute the acocunt and have it sent back to us. Once completed, please reach out again, so we can investigate.
-Melissa
Thank you, I went ahead and called them and they told me to email them the proof of delivery, and they said they credited my account. Looks like the bill has been sent back to Verizon, as I have been emailed by yall again saying I have a bill. Are we able to go ahead and escalate this now? By the way, I found out from the creditors that the $433 bill is actually for 2 pieces of unreturned equipment, $216 each. I only ever had one 5G internet box, the one I sent back.
Was there some other widget associated with the internet box when you originally received the equipment? Because if you didn't return that too, then that's where the 2nd "non-returned equipment" charge is coming in.
Nope, just the box and have never ordered anything else from Verizon either
@SynthpopAddict wrote:Was there some other widget associated with the internet box when you originally received the equipment? Because if you didn't return that too, then that's where the 2nd "non-returned equipment" charge is coming in.
Sending you a private note.
-Cryssie
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