I don't understand how they could receive one piece of equipment and not the other when they were sent together in the same USPS box. I have been a loyal customer who pays on time and has never had a problem with my service. There is no way I am paying for equipment that I returned. If this doesn't get resolved in a timely fashion I'll have to go with Comcast as my next provider.
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 for the forum and look at the top of the middle column 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.