Return old fios router

I recently upgraded my internet and bought a new router from Verizon for it. On my latest bill I am told I need to return my old router to Verizon but I did not receive a return kit. I tried calling the number given on the back of my bill for their return specialists but they couldn't find my account information and when I use the chat on the Verizon website it just keeps sending me to the equipment return page which has no option to request a return kit or print return label only a pdf of unreturned equipment prices and a nearest drop off locations link that doesn't work. I don't know what to do to return my old router. 

Re: Return old fios router
Moderator Emeritus

Hi Hkc,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary and may be delayed at this time. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.