Verizon NOT sending me a equipment return box/label? How do I send equipment back???

[rgray318]

Hello again,

On January 8th I moved to a new apartment in a different part of the city here. The 5G Home Internet Gateway is not working here and not on their list of supported addresses for 5G Home Internet. So I signed up with Xfinity. However, when I called to cancel the service for obvious reasons they said to keep an eye out for the Return Box and Label. So I did. It never came, and so I called back again a week ago and asked them to please send me a return box so I can get this equipment back to them. And it again never came.

What am I doing wrong? Why is Verizon being so difficult? I refuse to pay a $200 equipment fee when I am doing everything within my power to return it. Do I need to physically take the equipment to a Verizon store?

Please help. I have until the 8th to get it back to them but I have no return label, nor do I have a return box. I could use my own box, but I still need a return label. At the very least I need an address to return it to.

Best Regards, Rod 

[joshenders]

Same issues. I’ve spent two month, 4-6 phone calls, two in-person visits  trying to return my home internet boxes. Why is this so difficult? I got a statement credit for one late return fee, I’m going to have to do it again for this month. This is such a nightmare. Filing FTC/FCC complaint seems appropriate for this level of negligence. Nothing but empty promises and finger pointing. 

[vzw_customer_support]

Thank you for reaching out to us on this platform. We understad the importance of getting the shipping material as fast as possible. Please tell us, when was the kit ordered? Did you receive confirmation/tracking number via email?

~Maria

[dharpoon]

I am having the same problem.  They called them several times for three months, saying it was on its way, but still nothing.   

Can anyone help me, please?

[vzw_customer_support]

Oh, wow! We are stunned to see you in this equipment return dilemma. Our goal is to offer the support you need.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

[Vfhatcher]

I am having the same problem right now. What can I do?

[rajesshh]

Same here, i cancelled my service in June 2024 and called so many time to send me the return kit but still they have not send.

I am not sure is this on purpose.

Kindly send the return kit ASAP.

[vzw_customer_support]

Hey there, rajesshh, we want to make sure you're able to return your equipment! So we can best assist, we will be reaching out via Private Message.

-Lauren

[rajesshh]

Sure, please message me

[alvinming5]

Hi Customer Service,

I’m experiencing the same issue. I’ve called twice and chatted online. I initially went to a Verizon store, but the staff refused to help, stating that I needed to call and speak with a representative.

The first time I called, a representative told me that a return label would be mailed to my address and that my account had been cancelled. After 20 days, I still haven’t received ANYTHING.

When I called the second time, the representative informed me that, since my account was cancelled, they could not verify the account and were unable to assist me. They directed me to return to the Verizon store to verify my identity. This is absurd and fraudulent! Why is returning the device so difficult?

[Maisiejune]

Not a solution but I have had the same problem, we have called repeatedly for months asking for a return box. They say they will send one but never do. It’s infuriating and they have charged us over $700 at this point. I don’t understand why we can’t just drop it off at a store location. If anyone has found a solution please let me know.

[vzw_customer_support]

Hello, Maisiejune. Help is here as we can assist with getting you a return box. Just to confirm, is this regarding the Verizon Home Internet services on the wireless side or Verizon Fios? I have sent you a Private Message for further assistance. 

-Natasha

[Rslk]

I have requested a return label for defective home internet box and have not received it in over 3 weeks.  I do get emails saying I am going to be charged for the equipment.  I think may need to go to the attorney general.  This is totally unacceptable.  

[vzw_customer_support]

Hello, Rslk, we want to make sure you're able to return your equipment and don't see any additional charges! So we can better assist, we will be reaching out via Private Message.

-Lauren

[vzw_customer_support]

We are here for you. Feel free to reach out for assistance. 

~Geo

[Quineri]

I have the same exact problem that I am going through right now.

[vzw_customer_support]

Hello, Quineri. My apologies to hear of this issue as we always want to make it an easy process to return equipment. Please share more info. What is the equipment you want to send back? Has the service been canceled already? 

-Natasha

[neilliu2024]

I've been trying to return their faulty internet gateway since August. They initially told me to expect a return kit within 7-10 days, but it never arrived. I've called multiple times, and each time I'm reassured not to worry and that I won’t be charged since it's their mistake. They keep promising to send the return kit ‘as soon as possible,’ yet it's now November, and I’m being charged $212 for equipment I can’t return because they haven’t provided a kit. After numerous calls, I requested an electronic return label, but it turned out to be invalid. With the next billing date approaching, I’m concerned I’ll be charged again. At this point, I’ve spent hours on the phone, and this unresolved issue is causing me a great deal of stress and inconvenience.

[vzw_customer_support]

Happy Thursday! We understand the importance of managing your account, especially when it comes to returning your Home Internet equipment. Verizon is here to help.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert