Charged for equipment ALREADY RETURNED!!!

[ps972]

My parents have been charged for 13 months for a DVR Box that was returned when we downgraded our service.  The customer service rep talked me into bundling a TV service when my parents no longer needed the service because it would be cheaper to bundle than to have internet service alone.  I downgraded to a basic tv service knowing that they would never watch it.  I returned the box to a Verizon Fios store where they scanned the box in.  I came home to visit 10 months later to realize that Verizon has been charging $16.99 for the last 10 months!  My parents do not check the bill as they do not really read English.  I have called many of times to resolve the issue.  This morning I had the rudest supervisor speak to me and tell me that it was my problem I didn't review the bill and that I would not be refunded for any amount.  ARE YOU KIDDING ME?  I should be refunded for a box that I HAVE RETURNED 13 MONTHS AGO!  To top it all of they have closed down the Verizon Fios store in my city so I have no way to even contact the store to where I returned the DVR box to! 

[ElizabethS]

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.Please remember to check your spam/junk folder if you do not hear from an agent.