False charges for "unreturned" equipment
Vakj133
Newbie
Claiming that i never returned my cable equipment (dvr and remote), Verizon sent me a bill for $600+. The entire process of canceling my cable has been a nightmare. First I started receiving almost daily phone calls about returning my equipment before Verizon even had the decency to mail me my equipment return package. Once they finally sent the equipment return package the packing slip was incorrect (I cancelled my cable but kept my internet service which means I shouldn't have been expected to return the router). I even took the time to call Verizon's horrendous customer service line (30 minute wait times...every single time) to confirm that the packing slip was incorrect and make sure they wouldn't be expecting, and subsequently charging me for, the router. I sent back the appropriate equipment and naively thought everything was sorted out. 6 weeks later I'm still getting phone calls about returning my equipment so again I call horrible customer service and wait on hold for 35 minutes until I talk to someone for another 25 minutes. She assures me Verizon has opened an investigation and the matter should be resolved in a couple of days. She also promised someone from Verizon would be in touch. 2 weeks later (8 weeks since I cancelled my service) and I've heard nothing from Verizon and the charges haven't been reversed. Seriously?! I'm a few days away from canceling my internet service as well and taking my business to a different provider. Has anyone else had this problem? How did you resolve it? I have no clue what more I can do.
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37 Replies
Brig2
Enthusiast - Level 1

The cruel, boilerplate replies from Verizon are upsetting when people are being called by collection agencies and are without internet because of Verizon's inefficiency.  At least an apology is in order to these people, not telling them to go back to a website that has plainly failed many customers who are victims of this virtual monopoly.  

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KaLin
Khoros Partner
Khoros Partner

Your issue has been escalated to a Verizon agent. 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. you will find a link to the private board where you and the agent may exchange information.

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".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. Please keep all correspondence regarding your issue in the private support portal.

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Verizon_Support
Customer Service Rep

Hello, 

Since we have not heard back from you, we are now closing out your private support case. If you still require assistance please feel free to post on your original thread. 

-Amanda_M 

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montydad5000
Newbie

Did you ever get this resolved?  I am having the exact same problem.  It's been almost two months since we returned our equipment and now they're saying we're "past due" $1,400.

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FILEWITHBBB
Enthusiast - Level 1

I had the same issue. I have been told since April that my bill would be cleared "the next billing cycle". The only thing that happened was that in July I received a collection letter saying my accout was overdue. I have filed a complaint with the BBB.  Verizon continues to claim the bill will be cleared the next billing cycle. The only reason they paid any attention at all is because I filed with the BBB. My Complaint # is {edited for privacy} Please feel free to look it over when/if the information is made public. I would encourage you to file with the BBB. It is free and a quick online process. I am hoping to have this matter resolved in the near future. Best of luck to you.

ElizabethS
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.

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Verizon_Support
Customer Service Rep

Hello, FILEWITHBBB

We did not hear back from you on your Private Support case. We hope you were able to find resolution to your issue.

If you require further assistance, feel free to make a new post, and we can be sure to look into your issue. As always, we're available for support around the clock.

Thanks,
Mitchell

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kskal
Enthusiast - Level 1

Did either of you ever get a resolution??

I just called FiOS tonight and allegedly there is now an open ticket for a similar issue. We moved from Maryland to Missouri at the end of September and had to cancel our FiOS as it is not offered in MO. Verizon provided a box to return our modem, HD DVR and remote. We sent everything to them in the same box. Today, I received a letter from Verizon confirming receipt of the modem, but stating they did not receive the HD DVR (that was in the same box as the modem) and that I would be charged $550 if it was not received by November 15. What?! Then, the customer service rep I spoke with told me that if the DVR is not located before the charge hits my account, it's possible I can be turned over for collection while they are still looking for something they lost!!! So not happy right now.

ElizabethS
Moderator Emeritus

Hello kskal

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.

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ElizabethS
Moderator Emeritus

Could you give some more details of your issue?

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katejkl
Enthusiast - Level 1

My husband and I have been dealing with the same problem.  We returned our old fios equipment when we upgraded to Quantem.  I had to call Verizon twice to have return boxes mailed to me, which they said I should have received.  When they finally arrived, we packed up the equipment immediately and dropped off at UPS.  We have recepts showing they were delivered, but Verizon is still billing us for unreturned equipment for $1600!  This was back in September and it is still showing up on our now February bill.  We have spoken with customer service more than 4 times and we keep getting told that our bill is under dispute and will be cleared up at the next billing cycle.  We were also told by a customer service rep that they are not allowed to answer billing questions and cannot contact the billing department, because they don't have phones.  what?????!!!  We are very frustrated and close to cancelling our account.  Incompetence at its best!

LawrenceC
Moderator Emeritus

Hi katejkl,

Sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue. Please remember to check your spam/junk folder if you do not hear from an agent.

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mattdomenico
Enthusiast - Level 2

I'm experiencing the same problem others are posting.

I canceled my FIOS account at the end of November 2014.

I still had a bill of $386.42 that I knew I needed to pay.

Verizon sent me UPS boxes and stickers that I dropped off at the local UPS store.

I never received my "final bill" since I moved, it must have been sent to my old address.

Now I went to go online and finally pay my $386.42 bill, and I noticed I was charged an unreturned equpiment fee.

All of a sudden my bill is $1,563.65

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CRobGauth
Community Leader
Community Leader

Did you keep a copy of the tracking number?
Always important to keep that info to prove when the equipment was received by Verizon.

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ElizabethS
Moderator Emeritus

Hello mattdomenico

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.Please remember to check your spam/junk folder if you do not hear from an agent.

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mattdomenico
Enthusiast - Level 2

I have not received a private message. My Verizon Email is locked because of the balance dispute.

I just want to know why I can't talk to someone with access to my account.

When I call, I just get immediatly transfered to the collections agency.

Verizon should have access to my account and they should also have a record of me canceliing my FIOS service, and therefore, there is no reason you guys wouldn't have the UPS tracking number.

Giving me the run around is getting Verizon no closer to receiving any payment from me for the services I ACTUALLY owe on

mattdomenico
Enthusiast - Level 2

And then on top of all this, expecting me to pay for equipment THAT I RETURNED, and making me try to dig up a tracking number for stuff that was prepaid by Verizon, is CERTAINLY a quick way for me to tell everyone that I know to leave Verizon and explaing that the lack of customer service, and false charges is the reason why.

ElizabethS
Moderator Emeritus

A reply can take two business days.  Your email is not blocked. If you are having technical issues, please call tech support.

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mattdomenico
Enthusiast - Level 2

Can you try to resend the Email again because I just checked and the one I had on file was never verified by me. It should be now.

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LawrenceC
Moderator Emeritus

Hi mattdomenico,

The team has already been notified that you may be having problems with email.

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