I returned my FIOS equipment. Why can't Verizon find it?

I disconnected the FIOS service by moving from Newark to Fort Lee.

I put all two of my FIOS components (wireless router & HD Set Top Box) in the Verizon supplied box with the Verizon supplied shipping label and dropped them off at the UPS store in 137 Washington Ave, Belleville, NJ 07109 on Wednesday Jul 15, 2015.

However, I got an e-mail that Verizon didn't receive a HD set top box and only received the wireless router on Jul 20, 2015.

I don't understand why Verizon say that they didn't receive the HD set top box although I sent it with the wireless router.

The e-mail says if I don't return thre HD set top box by Aug 19, 2015, I will be charged of HD set top box.

What can I do in this situation? I sent all two components to the Verizon and I can't help it if Verizon's process has lost my stuff.

Re: I returned my FIOS equipment. Why can't Verizon find it?
Moderator Emeritus

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 in the middle, right at the top 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.