I recently ended my Verizon Fios service earlier this month and when I cancelled my service, I got a final confirmation acknowledging this and an email that I have to return 1 router and 2 extenders.
I had different roommates cycling in and out of the house while moving so as a result there were different wifi equipments there so I just wanted to confirm the exact serial number of the equipment I needed to return.
When I tried to check my manage my equipment on my account, it just gives me an error.
I went back and forth with several agents on the phone and on chat the past month trying to confirm the exact serial number for the router, because some were giving me different serial numbers for the router but the final person I spoke to on the phone gave me the exact serial numbers of the router I needed to return and emailed me a shipping label with the equipment information and serial numbers. I asked her what about the other router that was mentioned by a different associate and she told me that Verizon wrote it off as an error and assured me that I was fine with the final serial numbers that she gave me. I thought I was fine and I would return all the equipment next week.
The past week I received email reminder notifications from Verizon telling me to return the equipment, but for some reason it's only saying I need to return 1 router which has a different serial number than the one the customer service associate gave me, and has no mentioning of the 2 extenders at all. Which is confusing because when I cancelled my service and got that confirmation email, it's saying to return 1 router and 2 extenders which the last associate gave me the serial numbers and packaging label for.
I called someone today who told me that I have to return the equipment that is stated in that email and when I asked her about the extenders and the exact serial number information, she told me that the email isn't a person it's Verizon (obviously) and that I should listen to her and just follow what the most recent email says.
I asked her what I should do with the extenders and she basically said to keep them since they're not in the email which doesn't make sense since the official service cancellation email said I have to return 1 router and 2 extenders or else I'll be charged for each item??
She told me to just return what was given in that email, said I wasn't listening to her when I tried to explain my situation, and hung up the call. The rudeness and lack of customer service was astounding lol.
I keep going in circles with customer service who are all telling me different things and I do not want to be held liable for equipment that I was not aware of.
Can anybody please please help or give me advice or even direct me to anybody that can help me.
I am at my wits end with this.
