Technician took old set top box, Verizon wants to charge me $375

[Unhappy74]

I got a new contract upon the expiry of the old one, and the technician (first name JOSEPH per text) who came for the new installation took away the old set top box.  Now I keep receiving emails and texts from Verizon saying they will charge me $375 if I don't return the set-top-box, but I have already returned it.

I have spent hours on the phone holding and trying to explain the situation to customer service, and they say they will investigate and call me back, and I never hear back.  I have a job and I really am unable to be on hold for hours or spend so much time doing this, this is extremely inconvenient. 

I don't know what to do.  Since the technician has likely not returned the old set top box, that amounts to theft and I would like to report it to the police as theft.  But the Verizon customer service will not give me his name or contact information.

If anyone at Verizon can help, I would greatly appreciate it.

[gs0b]

You're mostly talking to peers here.  Try this link:

https://www.verizon.com/about/our-company/leader/contact/870973

Good Luck

[kh-gary]

Hi Unhappy7,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents, who will be assisting you privately.