Trying to Avoid Equipment Return Billing Nightmare- No confirmation from Verizon

[JackLumens]

I used a Verizon provided return label (sent via support agent over email) to return my cable card but Verizon is operating as if I never returned it.  UPS Tracking shows that it was "Received by SOF" on 1/31/2023 12:00 PM.

Online, my Verizon still prompts me to return the card; my most recent February bill from 2/6 tells me to return it; and, today, I got another email saying to return it. Again, it's like Verizon doesn't show the return being logged at all. Each time I reached out to VZ (3x already) I get some dismissive response about it takes a couple weeks (?!) for it show up.  

I had also gotten an email from easyreturnsite.onprocess.com telling me to return it immediately. I guess this place handles VZ returns? I contacted them (2x), gave the tracking #and they are also saying it will take a couple weeks for "it to update".  This is not encouraging.

1. Who can I escalate this, so that I can avoid the billing headache that I am sure is coming my way? 

2. Where could this disconnect be happening between the package being delivered its destination and VZ systems not seeing that?

Side notes:  

1. I never got any "return kit" that VZ was supposed to send me. I asked 2x. The 3rd time a tech just texted me a return label to use

2. The email from easyreturnsite lists the correct serial number for the card but shows a completely different account #

3. I have a copy of the original return label that was sent to me but I can't find the address anywhere: "Verizon Customer Returns, 500 VZ Drive, Alburtis VA 18011"

[JackLumens]

 I spoke to my 6th or 7th agent at Verizon or at OnProcess.com ( I am assuming these people handle returns) and every time I get the same empty statements: "Account will be updated in a week" or "...updated in a couple weeks" or "updated in 7-8 days". My account still shows as if the equipment was not returned and I still get reminder emails. 

I just don't get it. I followed Verizon's instructions, used their return label, get an update from UPS saying the package was delivered, yet, after almost 3 weeks, Verizon still doesn't know about it. This is frustrating....

[JackLumens · Accepted solution]

Closing this loop in case someone else  might be interested. I finally got a "equipment returned" confirmation today, 27th Feb 2023, via email and text. I originally took the package to UPS on 1/28/2023 and it was delivered on 1/31/2023. So a whole month almost for it to show up. 

My takeaways:

1. onprocess.com handles Verizon's return inventory it takes them awhile to process.

2. This is a completely separate system from Verizon's normal account backend and some data schlepping /syncing occurs at the end of a billing cycle.

3. Not one "customer care" either via chat or on the phone has a bloody clue about this onprocess group much less what happens with returns. 

4. Returning the equipment to a participating UPS store with an order number is probably the only thing that gives you instant confirmation of the return. This is the way to go.

5. Given the number of posts of equipment still now showing as returned, I wonder if I just got lucky this time...