my returned equipment
Barbiebebe
Newbie

I had a defective router, so Verizon sent me a new one, with a return label for the old equipment. J boxed it up, attached the label and took to the UPS store. I’m a frequent shipper so I always hold receipts/tracking number. Now Verizon is sending me emails saying that I haven’t returned it. I took a screenshot of tracking number on UPS that shows it was delivered 5/31. Every agent acknowledges that it has been delivered, yet they won’t send confirmation. Reading here and Reddit this seems to be a common issue where they pretend you didn’t return so they can charge you money. The tracking number shows it’s delivered, yet they refuse to acknowledge. Anyone find a way to settle this? Or should I take the complaint to FTC and BBB?

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7 Replies
vzw_customer_support
Customer Service Rep

We want to make sure that you do not get any charges for equipment that you return. We have sent you a private note. ~Peter

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Barbiebebe
Newbie

Hi Peter, your private message contained a link that didn’t work. I’ve got receipts, tracking number and screenshots from ups that show delivered. I don’t know why your company won’t acknowledge it when I literally have all the evidence. 

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vzw_customer_support
Customer Service Rep

Hello Barbiebebe, we are sending you a Private Note again to see about gathering that account access and checking on the return. Thanks again! 

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Barbiebebe
Newbie

after  going through messaging and having customer service acknowledge that they received my return (I have  UPS tracking and all the screenshots) I got a message today that they have charged me for the unreturned equipment!  What is wrong with you people?!?  This is plain theft and fraud. And of course I can’t get ahold of a live human to dispute it 

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vzw_customer_support
Customer Service Rep

We're still here for you and we'll do everything to help you. We'll send you a Private Note so we can assist.

~Jesse

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vzw_customer_support
Customer Service Rep

Hello. We wanted to check back with you to see if you still needed assistance. If so, please let us know. We would love to continue to help. 

~Ivone

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vzw_customer_support
Customer Service Rep

We're here to help. Please let us know if you need assistance. ~Peter

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