My wife and I have been dealing with closing out my father-in-law's estate, and recently cancelled his home Verizon service (it took close to 2 hours... that's right, 2 hours... via the chat). We were told we had to return the equipment (router and set-top box) within 30 day or we'd be charged for it, and were told we could return it at a UPS store. That same day, Monday, Sept. 25th, we went to the UPS store and shipped the equipment out.
Today is Thursday, Oct. 5th, and my wife just got an email saying that they still haven't received the equipment and that if they don't by Oct. 25th, we'll be charged. Unfortunately we can not find the UPS shipping receipt, but we do have the serial numbers. I'm reading here that a lot of people are having this very same issue with Verizon claiming they didn't receive equipment that was sent to them. Does anyone have any advice on how to handle this? If we get charged, I'll take them to small claims court if I have to, as this is just wrong. My wife and I both have Verizon cell service, and if they charge us claiming that equipment was not received, we'll cancel our service as well.
I have the same issue I returned Bose comfort ultra buds two on February 8 is when I shipped it back to him. They are still saying on tracking that it has not been received. It’s almost been a month if they do try to act like they haven’t received it. I will cancel all services. I have been a Verizon customer for years and do not appreciate this and I’m not willing to pay $300 for some headphones that I sent back
Same issue. I went out of my way 30 min to return my gateway had it scanned and now months later im getting the bill for unreturned equipment. I thought my hour long call w verizon off hour chat resolved this as i even received a reference number but the email came again for unreturned equipment. Ive been a verizon customer for 6 years never missed a payment. Why would they not assist me to reaolve this issue. Im so frustrated. They scanned my return sent me an email. The agent said to me they have no data showing this. I dont plan on paying. .
The customer experience i just sat for was atrocious. Chat box nonsense, then they stop answering and contradict the agent previous to the disconnect. I feel hopeless. How corrupt is it to have a return process that requires a barcode scan inside a verizon store yet it fails and ur left trying to prove to a bot in a chatbox you in fact returned your equipment with diligence. This is fraud 101 well done verizon.
Has anyone successfully resolved this issue?! I really don’t want to cancel my service but I am not paying for something that I returned and don’t have.
Also interesting how several of these are in the last month…
I’m having the same issue. I had an iPhone 12 Pro and traded it in for an iPhone 15 Pro. I went to the store to return my phone, but I had to placed my wallet so I showed them a picture of the front and back of my ID, but it would not accept the phone. I was able to pick up my new phone without showing ID, but I could not turn in my old phone without having the actual ID present. But I was told that I could change out the return option from “in-store” to UPS, so I did that. I went to the UPS store, they scanned the QR code on my phone, and UPS handled packing and shipment. Now they’re taking away my $1,000 credit for that device because they say I didn’t return it.
The same thing is happening right now with me and my husband. They are saying they never got our phone but we returned it to a USPS store. Now they are trying to charge us.
Having the same issue currently. I returned the home internet device using the box and label i was sent by verizon. unfortunately the tracking number receipt i have was damaged and i only have a partial number. i filed a complaint with the FCC and i was soon contracted by a "Crystal" who was of no help and told me i should have kept the receipt. i realize my mistake. Verizon can look up the tracking numbers that were sent to my house but they choose not to. I have not missed a payment in 11 years and we have 5 phones and 1 tablet. I'm ready to take my business elsewhere.
I just got an email that my Internet router hadn’t been returned. I didn’t even open it, returned it got the tracking and it shows delivered. Why would they lie like that? I have been with Verizon for 10+ years.
We cancelled our service after so many horrendous service issues and now are experiencing this same problem. We sent back two pieces of equipment in the same box and they claim to only have received one. We called customer support proactively knowing our history with them and even received documentation that this would not happen but were charged! Today we called customer support again and the rep hung up on us when we asked to be transferred to a supervisor. It’s wrong. We’re reporting it to the bank.
Verizon is pulling the same stunt on me however the clerk at UPS told me to hang on to my receipt. Not resolved yet but I have proof. BTW, I’m contacting my state Attorney General and suggest you do too.
Experiencing the same thing on the FiOS side. I’ve been a mobile customer for 20 years and FiOS for 12 now, never had an issue, no late or missed payments etc. My main cable box wasn’t working so they sent a new one. Support has to video in and set up because they didn’t have the dvr service setup right on their end, so the NEXT day I returned the old in the same box, with the prepaid label via UPS. I kept the receipt for almost two months, and never heard anything so assumed things were fine. Last month they autodrafted an extra $375 saying they never received the equipment. I’ve had probably 5 phone calls, 6 chats, half the time they said the prior person didn’t put the claim or ticket in right, the others they said oh yeah your account has a credit you won’t have to pay two bills now! (The full charge ended up being $417 overpaid on the bill). Got auto drafted again this month so today someone “escalated it for me” and they said that basically without the tracking number, so that UPS could file the insurance claim back then when they look up the serial number of the box, it doesn’t show in inventory so they never received it and there’s nothing I can do that they will not credit and refund me that money and also if I cancel my service I’ll have to pay another $230 because it isn’t enough until April 2026. When I talked to the UPS store today the lady told me the same thing actually happened to herself and she said there are so many customers they’ve had going into the store with the same issue and asking if there’s a way to track it or to do the insurance claims, etc., to the point where they actually think this is a word that rhymes with “Pam” by Verizon or by their inventory management centers.
Yes, everyone contact their Attorney Generals and get them involved. Way too many people for this to be a coincidence.
I am going through the same thing almost 2 months after I returned my router unused (never even plugged it in) and I get a bill in the mail. I called and they claimed they didn't receive the device. Asked for my tracking info but at that point I no longer had it. Why would I keep the tracking info after 2 months? I plan on filing a complaint with the Attorney General especially since now they are calling me after I spent over an hour on the phone with a representative that said the issue was resolved. This company is a fraud and should be shut down. There is major history of them doing this they've even been sued already but here they are doing the same fraud.
Yes exactly! I’m not holding onto tracking after 60 days, also the number of people this is happening to is just too high for this to be that many “mishaps.”
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