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Charged for unreturned equipment, UPS tracking shows delivered. Reps can't fix.
nitsuj001
Member

Hi All

l am unfortunately posting my very negative experience with Verizon 5G home internet which is ongoing.

In August, I was approached to try out Verizon 5G home internet.  I was told that I could try it out for 30 days and would not be charged. A few days after receiving their router, I was not satisfied with the speeds so I called to cancel service and return the item.  Initially when I called, the service rep seemed confused about Verizon home internet even was.  After being put on hold a number of times, I was finally told  I would get a prepaid label and to ship the item back.  I did receive a label with a box that was entirely too small so I had to wrap and pack the package with my own materials.  The item was dropped off at UPS on 8/25/2022. 

A couple days after the item was shipped I received a bill for $80 (a month of service), I again called Verizon and then was told that I would not be charged IF I returned everything within 30 days, NOT that I could try everything for 30 days risk free.  This is not what was told to me but since I had already mailed the equipment I was then told it would work itself out. 

A few days later I received ANOTHER bill for a pro-rated amount reflecting the days my account was active.  Again this should not be a problem since I returned the equipment well within the 30 day window.

Today I got another notice saying I now owe $200 for un-returned equipment.  I still have the tracking number from when I shipped it back which shows it was delivered to the Returns Processing Center last month (It shows delivered on 8/30/2022).

I want to mention that every time I call Verizon the service reps seem unaware of what Verizon 5G home internet even is and I've been transferred back and forth between tech support and billing a number of times. 

I am not sure how or when this will get resolved but so far I am not happy with their customer service and sympathize with anyone else who has experienced something similar.

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Re: Charged for unreturned equipment, UPS tracking shows delivered. Reps can't fix.
vzw_customer_support
Customer Support

We are here to provide you the support you need, and turn things around. Please send us a Private Note for further assistance. *Angel

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