Returned device

[Jduf]

I recently returned a wifi router to Verizon for a new one. The day I sent it I called Verizon and provided them with the tracking number and was told a note with it was added to my account. I later received an email stating I was being charged for the router not being returned. I have called 3 times since then and was told the charge would be removed from my “simulated” bill and I would not be charged. The charge is still on the bill and today I was told it will remain. I explained that I gave them the tracking number and was twice told the charge would be removed but am now being told otherwise. Ive been researching online and have seen this is a common issue with Verizon . At this point what can I do besides a better business complaint and cancelling all remaining services with Verizon?

[vzw_customer_support]

This is never the experience we want you to have, and we want to make sure we are able to help out. Did you receive a confirmation of the return? When was the package shipped back?

~Freddy

[Jduf]

I sent the package December 16th. I provided Verizon that day with the tracking number but it appears I was lied to about it being documented. I was told January 5th by operator Iushi that the package was received and the issue was resolved and the charge would be removed from my simulated bill in 2 days. She refused to email me a confirmation of that and now I am being told she did not document that either and that you will not remove the charge. I have been lied to repeatedly by operators and have been refused any documentation for these conversations and the promises made regarding resolution. 

[Jduf]

Anyone considering going through Verizon I highly suggest you perform a google search for this issue. So many people complaining of the same issue to the point it almost seems like an intentional predatory method of making extra money from customers.

[vzw_customer_support]

Jduf, thank you for the details. We're going to send you a Private Message so we can get more information and make sure this is resolved promptly. Please be on the lookout for that message. We want to make sure this isn't an ongoing issue.

~Jesse