The long story short is this. I returned a modem within the allowed time frames. Verizon claimed they never received it, although luckily for me, I had the receipt and tracking number to prove otherwise. They charged me a $400 non-return fee. I called them and spent at least 2 hours going over the situation. They credited back half of. I then spent the next 2 days dealing with rep and after rep via chat and phone, listening to them tell me that the charge wasn't $400, it was only $200. Have a look at the screenshot below from my bill. It's pretty black and white. I counted over 10 full hours dealing with the sheer incompetence of this company. Here are the common themes you can guarantee on every single contact:
- Every rep will assure that you are in good hands for sure this time and they will for sure for sure be the one to solve your problem.
- There is not 1 single way to hold Verizon or any of their reps accountable for anything. There is no way track any conversation whether phone or email to anyone. There is no way to download a transcript of the chat conversation. There is no time stamp on anything. The system is designed to avoid accountability in any way, shape or form.
- Every single request verizon makes of you, is 100% faith based. They will never give you a single shred of collateral. No reference number, definitely no phone number or email, nothing.
