I had returned my equipment (router) on April 20 itself, and UPS shows it as delivered, but Verizon has been charging me 99.99$ unreturned equipment fees plus late fees of 5$ for past 3 months. In spite of chatting with their "agents" on chat and on calls, for past 3 months in May, June, July, and providing them my tracking number, they havent resolved this issue yet.
I am clueless what to do. Practically every billing cycle, i have the same argument with their "agent" and its basically zero outcome.
They have a very poor escalation mechanism and seem to think they arent accountable to anyone and incompetence of their chat agents almost goes unnoticed.
This is shocking experience and once i resolve my issue, will disconnect and move on. This was a horrible experience.
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.