False charges for "unreturned" equipment

[Vakj133]

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.

[LawrenceC]

Hi Denpow,

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 at the top of the middle column 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. The title of your post is the link. 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.

[Denpow]

Can't find "My Support Cases" anywhere.  

[ElizabethS]

Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases".

It is possible you may need to clear your cache and reboot the browser.

[Sallybobally1]

file a complaint with the BBB and the FTC. that usually gets verizon to pay attention. Keep DETAILED notes on who you speak with. Print ALL of the online chats, too.

[Nmorgan1121]

I also have been experiencing this same frustration and need immediate resolution please. I have called four times upend receipt of this charge and have been told four times it has been removed. There is never any follow up as promised from Verizon. As of last Monday I received a call from a collection agency attempting to collect this. I am closing on a new home in two weeks and am becoming beyond frustrating with this situation. I have call records of who I have spoken to each instance including most recently a "supervisor".  I have been more than patient with this situation and have never been rude to any associate at Verizon. I simply need this resolved immediately at this point and have run out of patience with lack of follow up and poor customer service. Please advise. Thank you

[LawrenceC]

Hi Nmorgan1121,

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 at the top of the middle column 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. The title of your post is the link. 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.

[Geng32]

I have spent HOURS on the phone with multiple Verizon reps. & they have accomplished nothing. This all started about 10 weeks ago, I suddenly owed Verizon 700+ dollars. So I called them. I wanted to know why. I originally went with Verizon at my old address, so when I moved I just figured I'd transfer the service. I called I told them I was moving and everything was ok. When I moved I took all my equipment with me to my new location. When the technician came and installed it, he used the exact same equipment I had brought from my previous location. He also told us about the (at that time) new Dvr that could record up to 10 shows at once. I asked him how Would I be able to get it. He said he had one in his van. He then took my Dvr down stairs with him and brought up the new one. I didn't ask any questions as he was the professional and I assumed knew what he was doing. Well now I owe that very same DVR he took with him. I currently have a ticket open or something of that nature with Verizon (second one btw) trying to resolve this issue. My service is currently not on and I don't know what to do because I depend on the wifi for work and school. This whole situation has been so upsetting and stressful. I don't know what to do.

[LawrenceC]

Hi Geng32,

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 at the top of the middle column 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. The title of your post is the link. 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.

[evanf1]

Hello,

Am hoping I can head this off as the support activity from Verizon reps has been good in this thread.

I JUST came home to an urgent mail notice from the equipment processer OnProcess Technology stating that I have unused equipment that belongs to Verizon, and cites a High Definition DVR with serial number #{edited for privacy} as still outstanding.

However, I NEVER had a DVR on my premises when I had a double-play package, and have returned my HD STB (with no DVR) and router/modem, per UPS tracking #{edited for privacy}.

Can someone please help me / elevate this issue to CONFIRM that I will not start getting charged for unused equipment? I tried calling the Equipment Return Specialist number listed but did not have any luck reaching a rep.

Thanks!

-Evan

[LawrenceC]

Hi evanf,

Have you spoken or chatted with a Verizon agent?  You can reach Verizon Support at 1-800-VERIZON.

[evanf1]

Hi Lawrence,

Thanks for getting back to me so quickly - I really appreciate it. I did call a Verizon representative but was told to call the equipment return departmnet (OnProcess Technology I'm guessing), where the phone prompts don't allow me to talk to a representative or flag a problem among the available choices.

To clarify, I checked my recent historical bills and very specifically in the detailed charges have only ever had "(Rent): HD Set-Top Box" and no HD-DVR for all of the time I've been on the double play package.

I have never had a HD-DVR on-premise so am really puzzled why it's showing up as something that I owe a return for (again, I think the other items that I did have, an HD-STB and Router/Modem were successfully logged as returned). I'm thinking it may be a case of account-level mix-up as the "we are contacting you in regards to account #" section of the OnProcess mailed letter is a different # (ends in 4131) than what I see when I log on the official Verizon portal (my account # ends in 0195.

Hopefully the additional detail is helpful, I'm happy to put any further needed information into a ticket or private message.

Thanks,

-Evan

[LawrenceC]

Hi evanf,

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 at the top of the middle column 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. The title of your post is the link. 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.

[evanf1]

Thanks again Lawrence for your assistance with escalating the matter - I'm able to navigate to the private forum page and look forward to working through the issue with the support staff. I will make sure to come back to edit this post with a final outcome when the matter is settled!

[Brig2]

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.  

[Gizmo83]

I'm receiving a urgent notice that claims to be contact me in regards to equipment that might belong to Verizon however I turned in everything. What's most intriguing is how it states that I want to remind you that your unused equipment needs to be returned as quickly as possible to avoid the non-return fee. Notice how it says I want to remind you? Who the heck is I? It also says that I've recently been shipped a recovery kit to package and return the equipment when I never received a thing in the mail. The letter goes on to tell me that there's a non-return fee of up to $500 per piece of equipment and if I have any questions or need assistance to contact the equipment return specialist at +1-866-486-9758. Then it finishes off saying thank you from Verizon FiOS. My biggest question is WHY IS MY VERIZON FIOS ACCOUNT SHOWING I OWE NOTHING??? Also, if it came from Verizon FiOS, wouldn't the term " I "(as used in the letter) be incorrect?

These days we live in a technology age where nearly anything could be printed and logos can be copied at a an office store within seconds to replicate the style and look of a real company. With so many spammers and hackers our there, Verizon customers such as myself have to be on guard for the phonies perpetrating a fraud only to steal what they can....this is my due diligence. 

- Giz

[kh-gary]

Hi Gizmo83,

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 scroll down the page to an area titled "My Support Cases." You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. 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, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe." Please keep all correspondence regarding your issue in the private support portal.

[kh-gary]

In order to keep discussion on the community current, this topic has been locked to prevent new replies. If you have a similar question or issue that you wish to discuss, then please feel free to post a new message on the most relevant board. Thanks!