The Chat Agent messed up my renewal contract, what to do?

I renewed a new 2-year contract with the agreement that I would get 75 Mbps upgrade AND a new Quantum Gateway. Somehow, the Chat Agent conveniently left out the Quantum Gateway part. I asked him why he did not put that info in the order confirmation email. His response was "Please be assured the router is included and we will send you the return labeled box so you can return your current router". I waited for almost 2 weeks and did not see any router. Spend 40 mins talking to Chat Agent. Then another 20 mins to Call 800-VERIZON and was told that no new router was included in my order. What do I do?

This is way too much hassle.

Re: The Chat Agent messed up my renewal contract, what to do?
Champion - Level 1

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 here on the forum, and look in the middle, right at the top 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.