FIOS account convinced I have 2 DVR STBs. I have one. How to resolve?

[pianomano8]

How in the world do I correct this? I have one DVR/STB, and have had only one since I upgraded from a regular HD STB to the DVR one in 2009. I only have one TV. However, every since that time, my account data has shown two DVRs on my account (not billing, just my account).. apparently its two separate systems? Anyway, I need this corrected as I'd like to make some changes to my account, but I can't get any traction with support.. Everyone so far has said they don't know what to do to fix it. I've tried Chat, and was told they were opening a ticket to correct this and I should hear back in 48 hours. That was a week ago. I suspect no ticket was ever created. How can I get this issue resolved?

[jonjones1]

You could try calling your states Public Utilities Commission or Public Service Commission (look up number on google or for the website) you can also contact http://www.bbb.org they may also be able to escalate to a higher up at Verizon.

this is why it is imperative to always get a receipt that shows the device was returned with the serial number on the receipt as well as just what was returned.

Good Luck

[LawrenceC]

This issue has been escalated to a Verizon agent.